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Full session information and videos available at successforce.com.
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Seeing the Forest: Getting Started with Dashboards
Colin Berta, salesforce.com
Brian Feldtman, Univar USA
Joe Aiello, Fios, Inc.
Admin I: Getting Started
Safe Harbor Statement
“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.
The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates.
Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.
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
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.
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