CRM Analytics

• Creates aggregated views of disparate data- (Salesforce or external Data)

• Format the data according to the requirement [Recipe]
• Share with others and discuss through dashboards and apps.
• Login to CRM Analytics Developer org-
• trailhead.salesforce.com/promo/orgs/analytics-de.

Key CRM Analytics Terms

1. App
An app can be considered the heart of organization within CRM Analytics. It can be
compared to folders in Salesforce reporting as it can store multiple items within it such
as lenses, dashboards, and datasets – in any combination.

Similar to Salesforce reporting, you are able to control sharing for each app to ensure
that the right people are able to view contents – it’s recommended to divide up your
apps as they apply to different projects, departments, or teams. CRM Analytics apps
provide the opportunity for every user on your team to explore data, uncover insights,
and take action from any device.

2. App Template
These are pre-built analytics apps for some of the more common use cases and
departments using Salesforce.

As these are pre-built and the templates are generic, they work best with organizations
that do not have many customizations in their Salesforce environment. They are also
very beneficial as each template provides an overview of the insights you will be able to
view, as well as the Salesforce objects driving these insights – this provides you with a
clear picture of the questions your new dashboard can help to answer.

3. Dashboard
CRM Analytics dashboards are similar to those available with native Salesforce
dashboards in the sense that they are composed of charts, metrics, and tables to help
provide data insights. This is where the similarities stop, however, as CRM Analytics
dashboards are so much more powerful. They are able to tell a story with your data, and
have additional features such as Interactions, Faceting, and Filtering to help your team
drill down, group, and even pivot your data to their needs.

4. Dataset
 Datasets are collections of relevant data that are stored in a denormalized form to help
optimize interactive exploration. This formatting will help with query speeds and
ultimately ensure that your organization’s dashboards and lenses don’t run into
performance issues. You are also able to combine multiple data sources into a single
dataset to help ensure your data comes together in a single view.

5. Lens
If CRM Analytics dashboards can be compared to Salesforce dashboards, then “lenses”
can be compared to Salesforce reports. Lenses are typically used to explore the datasets
you have built to answer single business needs. Similar to reports, they can be saved and
shared on their own or they can be added to a dashboard to help tell a story across
multiple lenses and data sources.

CRM Analytics Home:

• Home page – Recently updated, created by me, jumpBack In, Discover new items.
• Browse CRM Analytics assets-
Sample App – My DTC Sales
Can create apps and control access to each.
My private app – only visible to you.
Apps contain the following:
Dashboard--A curated set of charts, metrics, and tables that gives you an interactive
view of your business data.
Lens--A saved exploration.
Dataset--A set of specially formatted source data, optimized for interactive exploration

Create an App:
• Click “create” – App – create Blank app – continue
• Enter the name of the app – create.
• Click menu – details –give description – save.
• CUSTOMIZE ANALYTICS HOME PAGE:
• Analytics studio-browse- apps-locate app- select as favorite-now view in
Favorites panel.
• Notifications: these are the alerts that are sent by crm analytics when a goal
measure is reached ,exceeded or falls bellow the mark
• Watchlists: used for monitoring top metrics fron any dashboard and monitor
them from homepage.
• Collections: Its like playlists for the data
DASHBOARDS
• Dashboards are made of data visualizations and comparisions.
• A dashboard is an interactive collection of widgets that show query results from your
data.
• Dashboards tell a multifaceted story about our business from different angles.

Hands on:
• Move to Analytics tab – browse - apps - My DTC Sales
• Toggling between years
• Refresh to come back to original
• Open navigation – select opportunity details
• Funnel chart is visible
• Click ‘won’ in stage toggle – open
• According to filters one can see all the graphs and charts changing.
• Click any stages beside funnel chart to watch particular details.
• Click a particular sales rep to see all the details related to him.
• The data in table below the bar chart also changes accordingly.
------------------------
Sorting and drilling
• Regional Sales – by clicking the bars we can see specific country details.
• Sorting can be done by clicking on the names of the tables.
• Hover over the corner of the bar chart –open menu –explore to change the view to
data behind the long bars.
• Click on one bar and open the drill menu to select the criteria for data visibility.
• Now we can view which product a particular sales rep is selling to get largest amount
– click the largest bar – drill button – in menu select Product family.
•
Personalizing CRM Analytics:
• Go home –select Opportunity Details-open dropdown menu at Open Pipeline
widget- Set notification
• Change in the widget according to the requirement .
• Active and inactive the notifications
• Following the dashboards.
• Presenting from the dashboards , sharing the dashboard details from Regional sales
dashboard .
Data Integrations:
• DATASET :

• It is a box of data.
• A dataset can contain data from a Salesforce object, such as opportunities. Or it can
contain data combined from different objects, such as opportunities, accounts, and
users, and data fro.m external sources, such as financial data.
• Need of dataset ->
• Datasets are faster
• Datasets compress and index the contents, so querying is super fast.
• Datasets combine Salesforce Data and External Data.
Create a Dataset
 Plan your Data Journey
• Identify data requirements – where the data is located , what fields needed to
be combined.

• Map the Data Journey

External Data into CRM Analytics:

• The Sales Operations team at a company uses a Standard Industry Classification (SIC)
code field on each account to identify its industry

• SIC code – measure( a field that performs calculations on)

• SIC description – dimension(any field that is non numeric characters are identified as
adimension)
• Industry Size – measure
• Last updated – date.
• Analytics Studio – create-app – create blank app – continue.
• Name your app(….). Create.
• At top of the app page click create and select Dataset.
• Click CSV file and select file .
• Change the field types and follow the article
Salesforce Data into CRM Analytics:
• Data Manager – connections – SFDC local – edit objects – select all the objects
required. Save
• From SFDC local drop down –run now
• Check in jobs Monitor for the progress.
• Syncing of objects before adding them to recipes is best performance.

Building Dashboards
• Analytics Studio – create | Dashboard.
• Create Blank Dashboard
• Add text widget, container widget, Key metrics into the container.
• Go through CRM Dashboard Build Basics.

Assign Permissions
Setup CRM Analytics.

Give Users Permission to Use CRM Analytics

As the Salesforce admin, ensure that all users have appropriate levels of
access

The custom process takes more work but gives you fine-grained control
over the permissions you assign. It involves these steps:

1. Assign CRM Analytics permission set licenses to your users.

2. Create a permission set that contains all the permissions your user
needs, then assign the permission set to the user.

Permission Set Licenses and Permission Sets:

If you follow the custom process, you first assign a permission set
license to users. The PSL enables a set of user permissions in your org,
but doesn’t assign them without you doing something first.

That “something” is to create a permission set. Select the permissions you

want to assign from the specific permissions enabled by the PSL, and add
them to the permission set. You then assign that permission set to users.

All you do is assign one of the prebuilt permission sets that come with a
CRM Analytics platform license.

***A PSL is like a passport. It grants you the right to travel, but you can’t
visit the great land of CRM Analytics without the right visa. A permission
set is like a visa. You can get a 3-day tourist visa, a work visa, or a student
visa. Each visa type lets you do certain things. Just like a traveler needs
both a passport and a visa, your CRM Analytics users need at least one
PSL and a permission set.

User Permissions Enabled by a CRM Analytics Permission Set

License

The PSL determines which permissions you can assign to a user. You can
only assign permissions that are included in that user’s PSL.

Your DE org includes the CRM Analytics Plus license which lets you assign
a number of user permissions, including the following:

 Create and Edit CRM Analytics Dashboards

 Create CRM Analytics Apps
 Edit CRM Analytics Dataflows
 Manage CRM Analytics
 Upload External Data to CRM Analytics
 Use CRM Analytics

Custom vs. Quick Permission Set Assignment

A CRM Analytics platform license includes two default permission sets,

CRM Analytics Plus User and CRM Analytics Plus Admin. The user
permission set includes permissions to help users get started, such as Use
CRM Analytics. The admin permission set includes the broad range of user
permissions needed to build a CRM Analytics solution.

Use the custom option when you need to carefully consider the level of
CRM Analytics access required by members of your team.

From Setup, enter Users in the Quick Find box, then select Users.

1. Click your username.

2. The user details page appears. Scroll down to the Permission Set
Assignments section. Be sure to view the PSL section, not the
Permission Set Assignments section. They’re easy to
confuse!

3. It looks like the license assignments are fine. You have the CRM
Analytics permission set license (Analytics Platform). You may have
other licenses in addition to these.
4. If you’re curious, click Edit Assignments to see what other licenses
are available. Don’t make any changes, though
 5.

Create a new permission set.

1. Under Setup, click Permission Sets, then New.

2. Enter Example Permset in the label field.
3. Select the CRM Analytics Plus permission set license from
the License menu, and click Save.
4. Click System Permissions.

You can see all the possible CRM Analytics user permissions. You could
click Edit, choose the ones you want to add to the example permission
set, then save it to create a custom permission set. You could then assign
it to users.

You won’t do that here, since we don’t need to enable any new users. But
this gives you the idea of how to use a custom permission set to give you
granular control over a user’s access to CRM Analytics. Now take a quick
look at the quick process.

Use Basic Permission Sets

You should still be in the Users area of Setup.

1. Click Users.
2. Click your username.
3. Just under your name, click Permission Set Assignments.
4. At the top of the page, under Permission Set Assignments, you can
see that you’ve already been assigned permission sets. Click Edit
Assignments.
5. At the top of the list, you can see the default permission sets that
are included with a CRM Analytics platform license: CRM Analytics
Plus Admin and CRM Analytics Plus User.
6. Have a look at the permissions included in each set. In the Setup
panel at far left, right-click Permission Sets and open the link in a
new window.
7. In the window you just opened, click CRM Analytics Plus Admin,
then System Permissions to see the user permissions included in
that permission set. Then click back twice and do the same thing for
the CRM Analytics Plus User permission set.
8. Go back to the Permission Sets screen that should still be open in
the first window (from Step 5). Now that you know what permissions
 the permission sets contain, select one of them and click
the Add arrow to add it to Enabled Permission Sets list.

If you clicked Save, you’d have assigned yourself that permission set
along with its permissions. That also automatically assigns you
a permission set license, saving you that step.

Control Access and Secure Your Data

Salesforce Data Access in CRM Analytics

Except when you upload csv files, the data that CRM Analytics uses
probably comes from Salesforce. Let’s talk about how CRM Analytics
accesses that data on your behalf.

CRM Analytics accesses Salesforce data based on permissions of two

internal CRM Analytics users: Integration User and Security User.

 CRM Analytics uses the permissions of the Integration User to

extract data from Salesforce objects and fields when a dataflow job
runs.
 When you query a dataset that has row-level security based on the
User object, CRM Analytics uses the permissions of the Security User
to access the User object and its fields.

Integration User and Security User profiles and user records.

1. From Setup, enter Users in the Quick Find box.

2. Under Users, select Users.

In the list, you see the user named "User, Integration", and the user
named "User, Security". Click on either to see detailed information about
these users.

There are profiles associated with these users too.

1. From Setup, enter Profiles in the Quick Find box.

2. Under Users, select Profiles.

You’ll see profiles named Analytics Cloud Integration User and Analytics
Cloud Security User. Click on either to see the various permissions
assigned. For example, look under the heading Field-Level Security to see
if any objects you want to query have field-level security applied.

These profiles are often cloned for customized use when you enable CRM
Analytics in your org. You or another admin probably did this during
enablement.

Row-Level Security

If CRM Analytics users have access to a dataset, they have access to all
records in the dataset, by default. However, sometimes you want to
implement row-level security on a dataset to restrict access to certain
records.

Security Predicates

To implement row-level security, you set a predicate for each dataset

where you want to restrict access to records. But a predicate is just a
name for a filter condition that defines row-level access to records in a
dataset. When a user submits a query against a dataset that has a
predicate, CRM Analytics checks the predicate to determine which records
the user can access. If the user doesn’t have access to a record, CRM
Analytics simply doesn’t return it.

Let’s see what a security predicate looks like:

You can see security predicates by looking at the dataflow JSON file or the
edit page for the dataset.

It’s easier to see the predicate on the dataset edit page.

1. From the App Launcher, find and select Analytics Studio.

2. On the Analytics Studio tab, click Browse and then click All Items.
3. Click Datasets.
4. Hover over a dataset, click the action arrow , and click Edit.
5. Scroll to the bottom of the page, to the Security Predicate section.

If your dataset has a security predicate defined, you’ll see it here.

Example of a predicate that performs this filter:

"rowLevelSecurityFilter":"'AccountOwner' == \"$User.Name\""

Copy

AccountOwner refers to the dataset field that stores the full name of the
account owner for each sales target. $User.Name refers to the Name
column of the User object that stores the full name of each user. CRM
Analytics performs a lookup to see who’s currently logged in.
This predicate returns a match when the names in AccountOwner and
$User.Name are the same. The user only sees data for which he or she is
the account owner.The Analytics Security Implementation Guide provides
more information about security predicates and how to add them.

Field-Level Security

In Salesforce, you can implement field-level security to restrict access to

individual fields on records. Even though you don’t configure field-level
security in CRM Analytics, remember that CRM Analytics dataflows run
using Analytics Integration User permissions. So, if you enforce field-level
security on Salesforce objects, you have to assign read access to the
Analytics Integration User. If you don’t, you sometimes see errors when
your dataflow runs, since CRM Analytics can’t see that data.

CRM Analytics App Design

Strategy of App Design starts off with these design principles:

1. Clarity. Eliminate ambiguity from your app experience. Clarity

enables its users to see, understand, and act with confidence.
2. Efficiency. Anticipate how users will make their way through app
features to streamline and optimize workflows. This helps users
work faster, smarter, and better.
3. Consistency. Use the same names for the same things, similar
graphic elements to represent the same parts of data and the same
app actions, and similar sizes for elements of equal importance. By
applying the same solution to the same problem, you create
familiarity and strengthen your user’s intuition.
4. Beauty. Reward your busy users with thoughtful, elegant
craftsmanship. There’s a lot of competition for their time and
attention!

Applied together, these principles breathe life and responsiveness into

every interaction between your users and your app.

CRM Analytics app assets include a dataflow or recipes and a collection of one or
many lenses, dashboards, and datasets.

Developing an app follows this basic process:

1. Load data into datasets and format/transform it so it works in CRM

Analytics.
 2. Create explorations from the datasets—lenses that let you visualize
data metrics for analysis and action.
3. Save sets of explorations into dashboards that show a clear path
through your data.
4. Save assets into an app where together they tell a complete,
coherent story.

Structure Your App

Criteria for Structuring Your Ideas

 Priority. What’s most important to the audience and purpose?
 Logic. What needs to be understood first?
 Level of granularity. What’s most general, and what’s more
specific?
 Similarity. Content should be organized together with other similar
content. Distinct content should be separated.

App Structure Concepts

At the highest level, apps are structured around the people who will be
using them and what they want to learn from the apps. Sales Analytics
uses that kind of persona-driven approach and provides broad content to
serve several types of users—sales leaders, managers, and reps.

Whether an app serves one or more types of users, it can use a task-
driven structure, organized around what those users want to do. Service
Analytics provides deep content to address the service manager. Its
content is organized according to tasks: reviewing cases, measuring team
performance, and analyzing channels and accounts.

With The Motivator, you’ve determined that there’s only one type of user,
one persona, to support. Its sales manager audience wants to perform
tasks like measuring top performers, and reviewing activities in sum
(calls, emails, tasks, events) and by account. You can use a simple task-
driven structure for its one dashboard, like this.

Motivator Structure
Measure top performers Review activity summaries
Leaderboard showing each rep’s activities Each type of activity—emails, calls, tasks, events—week by week
Average activities as a benchmark Activities rolled up under management level
Details for each activity

 Inbound/outbound calls
 Email priority
 Complete/open events
 Complete/open tasks

The chart shows a logical organization of the activity metrics according to

the priorities you and the team determined. It can be used in the next
phase of your work, that is, determining how to lay out the metrics in a
dashboard.

Design Patterns for Dashboard Layout

Many dashboards follow what’s called an F pattern because it resembles
the letter F. Using this layout, you can place a summary or highest-priority
KPI in the left pane (the left side of the F).

More granular metric visualizations are positioned to its right (the two
horizontal strokes of the letter). More details appear further right and
below.

Typically, any changes the user makes to the summary, or the more
granular visualizations, such as changing a filter selection, also filter the
details. In CRM Analytics, we call that faceting; changing a filter selection
in one dashboard widget also changes the filter for any faceted widget in
the dashboard.

A Z pattern layout involves a top-down scan of the page. The summary

information sits centered at the top of the page. Supporting visualizations
are positioned below the summary and occupy the full width of the
content area. Any faceting on the summary and visualization will filter the
more detailed panes (in the image, Visualization, Details, and Actionable
List).
Another typical layout: The side-by-side pattern, is especially useful if you
compare two metrics since you can place them right next to each other.
The user scans left to right and vice versa to compare metrics. Any
faceting done separately on either visualization would filter the other
visualization in the same way.
Creating Visual Appeal

This is where we think about what an app looks like. This is where you
apply your own aesthetic judgments to build visual appeal.

Here are the elements you control to make features look so great .

 The sizes and shapes you use: Do they reflect the importance of the
features, and are they balanced with each other? Do they employ
space efficiently?
 The kinds of chart types you employ: Are they the right ways to
visualize the data they present? Are they consistent, with like chart
types used for like data (and different chart types used for different
types of data)?
 Alignment, space, and positioning: Are elements arranged in an
orderly, pleasing fashion? Are they distinct from each other so you
can tell where one ends and another begins? Is there too much (or
too little) space separating elements?
 Colors: Do you have a pleasing palette, where colors go together
appropriately? Are elements that need to stand out colored
effectively? Are like elements colored consistently?
 Fonts: Are sizes and types consistent, with the same levels of
information presented using the same sizes and types?
 Branding: Where appropriate, have you incorporated your team’s or
company’s branding elements?

These considerations are to be verified for the visual appeal.

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