Master the Lightning Report Builder - Service
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This document outlines a presentation on mastering the lightning report builder in Salesforce, emphasizing forward-looking statements and associated risks. It details a case study from SwagCo to answer specific business questions using dashboard and report formatting techniques. The session covers methodologies for effectively managing and displaying customer service data, including metrics and visualization strategies.
Master the Lightning Report Builder - Service
- 1. Mastering the Lightning Report Builder Service Dashboard
- 2. Today’s Speakers Liz Skaates Sr. Product Manager Salesforce @LizSkaates Marc Baizman Admin Evangelist Salesforce @mbaizman
- 3. This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements. Statement under the Private Securities Litigation Reform Act of 1995 Forward-Looking Statement
- 4. Connect with Us! Salesforce Admins @SalesforceAdmns #AwesomeAdmin admin.salesforce.com Salesforce Admins Salesforce Admins
- 5. Watch the Recording The video will be posted to YouTube & the webinar recap page: bit.ly/LightningReportBuilderService This webinar is being recorded!
- 6. Join the Admin Webinar Group for Q&A! Don’t wait until the end to ask your question! • We have team members on hand to answer questions in the webinar group. Stick around for live Q&A at the end! • Speakers will tackle more questions at the end, time-allowing bit.ly/AdminWebinarGroup
- 7. Build Service Reports Bucket Columns Build One Dashboard To Rule Them All Conditional Formatting Dashboard Filters Live Demo Resources Q&A Today’s Agenda
- 9. SwagCo produces custom plush toys and use Salesforce to manage customer service. Marc and Liz are working together to gain insights on service. Scenario: SwagCo Has Questions About Its Service Liz Salesforce Admin Marc Service Manager Marc needs to answer these key questions: 1. How many cases were closed this month? 2. What is our average customer satisfaction score? 3. How long does it take for us to resolve cases by each support channel? 4. What is the current workload for our support agents?
- 10. Zero In On The Relevant Data Format Data / Organize Into Groups Calculate Metrics Per Group Add Chart(s) For Visualization Four Steps To Getting The Answers You Need 1 2 3 4
- 11. Zero In On The Relevant Data Step #1
- 12. Which Records Are Relevant?1 Closed Date = This Month FILTERS Case Owner, Age, CSAT, Opened Date, Closed Date DISPLAY COLUMNS Case REPORT TYPE BUSINESS QUESTIONS 1. How many cases were closed this month? 2. What is our average customer satisfaction score? 3. How long does it take for us to resolve cases (by channel)? Report #1: Cases Closed This Month
- 13. Which Records Are Relevant?1 Closed = False FILTERS Case Owner, Status, Priority, Escalated, Age DISPLAY COLUMNS Case REPORT TYPE BUSINESS QUESTIONS 4. What is the current workload for our agents? Report #2: Cases Currently Open
- 14. Format Report and Create Groupings To Calculate Metrics Step #2
- 15. Which Formats Best Answer These Questions?2 Group Records Based On Calculations Needed BUSINESS QUESTIONS FORMAT 1. How many cases were closed this month? MATRIX: • Rows grouped by Case Owner • Columns grouped by Case Channel 2. What is our average customer satisfaction score? 3. How long does it take for us to resolve cases (by channel)? 4. What is the current workload for our agents? SUMMARY: • Rows grouped by Case Owner
- 16. Report #1: Cases Closed This Month2 Matrix Format Shows Breakdowns By Case Owner and Case Origin
- 17. Bucketing lets you segment your report data on the fly by defining a set of categories, or “buckets,” to sort, group, or filter the records. • Choose a field to “bucket” • Create your buckets • Decide what to do with “unbucketed” values • Add the field to your report Key Concept: Bucket Columns
- 18. Report #1: Cases Closed This Month2 Bucket Column Maps Case Origin Values to Channels
- 19. Report #1 (Bucketed): Cases Closed This Month2 Matrix Format Shows Breakdowns by Case Owner and Case Channel
- 20. Report #2: Cases Currently Open2 Summary Format Shows Workload By Case Owner
- 21. Calculate Metrics Per Group Step #3
- 22. 3 BUSINESS QUESTION CALCULATION FUNCTION How many cases were closed this month? Count the # of records RowCount What is our average customer satisfaction score? Average the values in the CSAT field CSAT:AVG How long does it take for us to resolve cases (by channel)? Average the values in the Age field per Channel Age:AVG, Age:MAX What is the current workload for our agents? Count the # of records per Case Owner RowCount Calculate Metrics Per Group Count, Sum, Avg, Min, Max, Custom Summary Formula
- 23. Summarize Fields CSAT: AVG, Age:AVG, Age:MAX 3
- 24. Add Charts For Visualization Step #4
- 25. Conditional formatting can help you draw users’ attention by dynamically highlighting specific information in tables, charts, and number widgets. • Create a Table Dashboard Component • Add a numerical field • Check “Add Conditional Highlighting” • Choose your colors and ranges Key Concept: Conditional Formatting
- 26. Dashboard filters make it easy to provide different combinations of data from a single dashboard. You don’t need separate dashboards for different sets of users — give each group a filter that makes sense for them. • Choose filter field(s): “Owner”, “Fiscal Year”, etc. • Create the filter and select Filter Values • Add filter to the dashboard • Note: limit of 3 filters per dashboard Key Concept: Dashboard Filters
- 27. One Dashboard To Rule Them All4 Monitor overall team productivity
- 28. One Dashboard To Rule Them All4 Zero in on individual agent performance
- 29. Demo Time!
- 30. Zeroed in on CASES that were CLOSED THIS MONTH or are OPEN Mapped Case Origin to Channel and Grouped by CASE OWNER Calculated AVERAGE CSAT score and MAXIMUM and AVERAGE Age Added metric, gauge, and bar CHARTS and Lightning TABLE to Dashboard By Following These Four Steps… 1 2 3 4
- 31. We Found The Answers We Need Our customers are generally happy with our level of service. We are handling our Case volume pretty well. We resolve phone Cases pretty fast, but it takes a lot longer to resolve Cases submitted via Email. I know how well each of my team members are doing with their workload.
- 32. Summer ‘19 Coming Soon! Reports Dashboards Create/Edit Historical Tracking Reports Conditional Formatting (GA) Row Level Formulas (Beta) Lightning Report Notifications Joined Reports - Formatted Export Dashboard Tables Subtotals Filtering on inactive picklist values Scheduled Dashboard Refresh
- 33. Resources Trailhead Badges & Superbadges Help and Training Salesforce Analytics Overview Help Article bit.ly/SalesforceAnalytic sOverview Webinars Master the New Lightning Report Builder (Sales Dashboard) bit.ly/LightningReport Builder Lightning Reports and Dashboards Module Reports and Dashboards Specialist Superbadge Build Advanced Analytics Dashboards Project