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CRM Analytics and Sales Engagement
CRM Analytics, formerly known as Tableau CRM, is a cloud-based platform for connecting data from multiple sources, creating interactive views of that data, and sharing those views in apps. Sales managers can use performance dashboards in CRM Analytics to quickly see customer engagement and how sales reps are doing. For example, managers can view how many cadences are in progress, with detailed call and email response statistics. And they can see how effectively sales reps work through their cadences.
Required Editions
| Available in: Lightning Experience |
| Available with Sales Engagement, which is included with Sales in Performance, Einstein 1, and Unlimited Editions, and available for an extra cost in Professional and Enterprise Editions. Sales Engagement is also available for an extra cost in Service and Lightning Platform. |
The Sales Engagement performance dashboards in CRM Analytics show advanced visualization compared to the standard Sales Engagement Sample Dashboard. You can change filters on the fly, giving you greater control over the scope of data shown on the dashboard. As each filter changes, these dashboards produce a tabular view of the data and a graphic view.
Salesforce admins enable the dashboards by mapping your Call Result values and turning on the Sales Engagement Performance Analytics Application in Sales Engagement Setup.
To view the dashboards, choose Sales Engagement Performance from the navigation menu in the Sales Engagement app.
In some specific circumstances, a scheduled update to the Sales Engagement Performance Analytics application may not complete. If you see an update installation message that persists for several hours, ask your Salesforce admin to turn the Sales Engagement Performance Analytics Application setting off and then on again in Sales Engagement Setup.
Keep these considerations in mind when working with the Sales Engagement Performance Dashboards in CRM Analytics.
- Contact and Account Dashboards - It’s important to note there is no performance dashboard for contacts or person accounts; however, there are standard reports available.
- Timing - The Sales Engagement Performance Dashboard refreshes up to three times per day. Your Salesforce admin determines the refresh schedule.
Role Hierarchy
The lead, cadence, and engagement data that users see in the dashboards depends on whether you use role hierarchy. If you use role hierarchy, users see data only for leads, cadences, and engagements that they or users below them in the role hierarchy they own. If you don’t use role hierarchy, users see data only for records they own.
To let a user see all the records you have in Salesforce, add the View All Data permission to their user profile. Assigning the View All Data permission through a permission set doesn't allow a user to see all data in the analytics dashboard.
Permissions and Access
CRM Analytics offers two types of access to the performance dashboards based on user permissions.
- All users have a standard user license, which allows them to view all tabs on the performance dashboards and use pre-defined filters to analyze the data.
- Three of the licenses provided with CRM Analytics allow for specified individuals to have additional access to the dashboards and greater analytics capabilities.
- If a user is already designated as a report admin and currently has access to CRM Analytics, that person has the enhanced access to the Sales Engagement Performance Dashboards.
The differences in user access are defined in this table.
| Standard Sales Engagement User | Report Admin with Full CRM Analytics -OR- CRM Analytics for Sales Engagement |
|---|---|
| Permission Set Assignments | |
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| Features | |
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- CRM Analytics Sales Engagement Performance Dashboards
There are three out-of-the-box Sales Engagement Performance Dashboards powered by CRM Analytics.
