Seeing the Forest: Getting Started with Dashboards

Colin Berta, salesforce.com

Brian Feldtman, Univar USA

Joe Aiello, Fios, Inc.

Admin I: Getting Started

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Agenda

What are dashboards? Benefits of dashboards (running user concept)

Demonstration

What tools are available?

Speakers- Brian Feldtman & Joe Aiello As an admin, what metrics should I focus on?

How to organize dashboards

Rollout best practices

How to drive adoption

Q&A

What are dashboards?

Graphical representations of your customer data

Customizable

Dynamic

Benefits of Dashboards

Easy to use, easy to administrate

On-demand visibility (no spreadsheets)

One click away from details

Drive user adoption

Demonstration

What tools are available?

Out of the box dashboards

Appexchange Directory https://appexchange.com

Successforce.com http://success.salesforce.com

Dashboards Mechanics Training https://na1.salesforce.com/train/class_detail.jsp?

class=dashboard&loc=_na

BRIAN FELDTMAN

MGR: INTERNET MARKET DEVELOPMENT

Univar USA Inc.

BRIAN.FELDTMAN@UNIVARUSA.COM

Dashboard Topics

Organizing Dashboards & Reports

Dashboard Taxonomy

Using Dashboards to Drive Adoption

DashboardFolder

DashboardReportFolder

Reports

The Relationship Between Dashboards & Reports

Dashboard Object-to-Report

many-to-one

Dashboard Object-to-Report

many-to-one

Dashboard-to-Report Folder

one-to-one

Dashboard-to-Report Folder

one-to-one

Dashboard Security & Visibility

Control security access to Dashboard Folders using Groups and Roles.

Select the Dashboard Running User based upon security

The Running User must have security access to the Reports that feed the Dashboard

Dashboard Taxonomy

Organized

Dashboard Folder 1 Dashboard 1 Dashboard 2

Dashboard Folder 2 Dashboard 1 Dashboard 2 Dashboard 3

Dashboard Folder 3 Dashboard 1 Dashboard 2

Unorganized

Campaigns:Acids Ascorbic Citric Sulfuric Acid

Marketing:Campaigns North American Sales

District 2 District One

Products Acetaminophen Acid, Sulfuric

Sales Stats

Alphanum

eric Sort O

rder

Marketing:Campaigns• Campaign:IC NER 2007Q1 Product X

• Campaign:IC WER 2007Q2 Product Y

• Campaign:MZ USA 2006Q3 Product Z

Marketing:Products• Product:Ascorbic Acid

• Product:Citric Acid

• Product:Sulfuric Acid

Dashboard Taxonomy

ScopeDepartment Date Product

Alphanum

eric Sort O

rderDashboard

Folder

DashboardFolder

Dashboard Taxonomy

Sales:NER:NE5

Product A

Product B

Product C

Sales Activity

Sales:NER:NE6

Product A

Product B

Product C

Sales Activity

Alphanum

eric Sort O

rderDashboard

Folder

DashboardFolder

Adoption: True Login Percentage

“True Login Percentage”

percent of users logged in last 14 days

“True Login Percentage”

percent of users logged in last 14 days

Adoption: Activities

Max Mover Sonny Shaker Max Mover Sonny Shaker Max Mover Sonny Shaker

Adoption: Custom Objects & Dashboard Trick!

Metric A

Metric B

Metric C

Metric D

Metric A

Metric B

Metric C

Metric D

Metric A

Metric B

Metric C

Metric D

Metric A

Metric B

Metric C

Metric D

Metric A

Metric B

Metric C

Metric D

“Metrics” can be stacked on top of each other to

look like a table.

“Metrics” can be stacked on top of each other to

look like a table.

Summary

Time spent thinking about how you want to organize

your company’s Dashboards is time well spent.

A logical Dashboard taxonomy improves the user

experience.

Organizations should have a formalized definition of

“adoption” and measure to that definition using

Dashboards and Reports.

Joe Aiello

Director, Corporate Systems

Fios Inc.

jaiello@fiosinc.com

Fios Inc. Leading provider of electronic discovery

readiness and response services for corporations and their law firms

Fios enables legal teams to reduce the costs, risks and business disruption brought on legal discovery related to regulatory compliance, litigation, M&A’s and government investigations.

Headquartered in Portland, Or. with offices located throughout the United States

Happy salesforce.com customer for four years running

Challenges

Adoption problems: Two previous CRM failures

Need for reporting, collaboration & single truth

Remote access

Dashboards & Fios Fios started with various pipeline and adoption dashboards and we now

have over 50 dashboards in production:• Service Model Compliance Dashboard

• Survey Dashboard

• Human Resources Dashboard

• Consulting Dashboard

• Inside Sales Dashboard

• Finance Dashboard

• Campaign Dashboards

• Lead Status Dashboard

• Project Management Dashboard

• Numerous Service & Support Dashboards

• Activity Dashboards

• On and on…

Why are Dashboards Critical? On Demand

• Accessible anywhere• On-Time information

Collaboration• No more spreadsheet reporting• One consistent truth• Time saver: Efficient

Visually Effective• Relevant metrics on one screen• Big picture

Adoption• Dashboards are addictive• Easy to navigate• User friendly & intuitive

Planning for success at home!• Socialize Change

• Set Expectations & Timelines• Salesforce is the System of Record

Special Interest Groups (SIGs)• Influencers & Management• Subject Matter Experts• Super Users• Transactional Users

Storyboarding• Identify Pain Points• Validate KPI’s• Get the Big Picture & all the details• Builds Teaming environment

Reinforcement• Deploy Quickly• Training• Carrot & Stick

Best Practices (Lessons Learned) Manage Folders & Organize Reports (Taxonomy)

• Sales Management Dashboards – Partner, Enterprise, Law Firm etc

• Decide on a naming convention Reporting Structure

• One to Many relationship – have a single report drive multiple dashboard views Data Mapping

• Logical Salesforce fields drive reporting metrics

• Reports are only as good as the data they are based on Security

• Identify users (profiles) with Manage Dashboard permissions

• Make folders available or hidden based on user profiles Reports

• Focus on top level reports Deploying

• Clone Dashboards

• Use My Team Features

• Make sure reports are accessible at run time

Executive Pipeline Dashboard

Opportunity Analysis Dashboard

Service & Support Dashboard

KPI – SLA Dashboard

Client Survey Dashboard

Human Resources Dashboard

Value Review Board Dashboard

Imagine it. Learn it. Use it.

Planning for success!• Ease & speed of implementation

• KISS

• Define metrics & KPI’s• Identify needs & processes that are meaningful to stakeholders

• Socialize Change• Identify stakeholders and early adopters to champion the system

• Executive level support

• Adoption Dashboards

• If it’s not in salesforce.com it doesn’t exist

Thank you! Appexchange Directory

• Adoption Dashboards- https://www.salesforce.com/appexchange/detail_overview.jsp?NavCode__c=&id=a0330000001mAw6AAE

• Lead and Opportunity Management Dashboards- https://www.salesforce.com/appexchange/detail_overview.jsp?NavCode__c=&id=a0330000002PD00AAG

• Service & Support Dashboards- https://www.salesforce.com/appexchange/detail_overview.jsp?

NavCode__c=&id=a0330000002NzOIAA0 • Many More!

Successforce.com• http://success.salesforce.com

Dashboards Mechanics Training• https://na1.salesforce.com/train/class_detail.jsp?class=dashboard&loc=_na

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Question & Answer