Welcome to the Sixth Level

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Usergroup Meeting August 2007
Mark Bergin - EventOFFICE.com - User Group Leader
Jeff Challis - CSM Nai Ann Lee - CSM
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Safe Harbor Statement

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Todays Agenda

• Introductions and Usergroups Updates
• Usergroup election
• Summer 07 release highlights
• Best practices
• Networking, drinks nibbles

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Todays Agenda

• Introductions and Usergroups Updates
• Usergroup election
• Summer 07 release highlights
• Best practices
• Networking, drinks nibbles

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Todays Agenda

• Introductions and Usergroups Updates
• Usergroup election
• Summer 07 release highlights
• Best practices
• Networking, drinks nibbles

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Update on the Melbourne User Group

• Who we are
• Whats the goal
• Whats next
• How to join
• Next Meeting

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Melbourne Who We Are

• Community of SFDC Users Partners throughout NSW
• 84 members counting!
• This is our first salesforce independent meeting
• Started mid 05

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Melbourne Usergroup Whats the Goal

• Connect on a local level
• Share best practices
• Network
• Brainstorm
• Solve problems
• Have fun!

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Melbourne Usergroup Whats Next

• See the Dreamforce blog for details
• Subscirbe to the Usergroup Blog
• Your input into the next agenda
• Surveys
• Speak with UG Leader
• Speak with CSM

http//dreamforce.blogs.com/melbourne/
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Melbourne Usergroup How to Join

• http//dreamforce.blogs.com/join

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Todays Agenda

• Introductions and Usergroups Updates
• Usergroup election
• Summer 07 release highlights
• Best practices
• Networking, drinks nibbles

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Usergroup Leader - Roles Responsibilities

• Provide leadership and enthusiasm to group
• Communicate with other members
• Able to organize at least quarterly meetings
• Provide feedback to the steering committee

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Usergroup Leader - Roles Responsibilities
(cont)

• Must be a customer
• Cannot be a partner
• Willing to participate in quarterly calls
• Knowledgeable enthusiastic about salesforce

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Usergroup Leader - Tools

• Communityforce.com
• Lead conversion for new registrations
• Mass email for group communications
• Email templates for standard messaging
• Documents for content templates
• Campaigns for meetings
• Expense tracker for reimbursement
• Typepad
• Blogger for public announcements
• Posting meeting documents
• Links to special interests

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Usergroup Leader - Guidelines

• Keep user information confidential
• Program activities should relate to user groups
• Members should be customers
• Partners can participate at your discretion
• Standard code of corporate conduct

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Usergroup Leader - Support

• Tools to enable you to manage
• Themes content to support agenda
• Access to personnel to support
• Meeting reimbursement

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Usergroup Leader - Whats in it for you?

• Shape our future
• Impact our product roadmap
• Build your network
• Be part of the inner circle

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Usergroup Leader - Next Steps

• Call for Volunteers
• User group leader introduction
• Sample bios in documents tab
• Post introduction
• Host a meeting in November if possible
• Convert leads
• Update blog
• Manage meeting in Communityforce
• Send communication to members
• Provide feedback for enhancements

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• The new Usergroup Leader is ..

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Todays Agenda

• Introductions and Usergroups Updates
• Usergroup election
• Summer 07 release highlights
• Best practices
• Networking, drinks nibbles

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Introducing Summer 07 Our 23rd Release 3rd
Release in 2007
All Customisations Upgraded Automatically
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Packed with over 50 New Features
Developer Success
User Success
Enterprise Success
Apex Code Intelligent workflow Multiple
Sandboxes Collaborative Customer Portal
2.0 Contact Sharing Accounts and Contacts for
Partners Partner-Created Opportunities Salesforce
for Google AdWords Advanced Mass Email Enhanced
Administration
Custom Report Types Roll-up Summary
Fields Extended Customisable Help Extended Mail
Merge Lookup Hovers Connect Outlook 3.0 New
Salesforce Mobile Interface Rich Content Solutions
Apex Code Multiple Sandboxes Packaging
enhancements Metadata API (preview) Package
Workflow Package Translations Package Homepage
Layouts
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Demonstration - Summer 07 Highlights
Rollup Summary Fields Extended Customisable
Help Lookup Hovers Custom Report
Types Advanced Mass Email
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Inspired by the Community
I posted my idea on IdeaExchange on May 5, and
Salesforce is already delivering it this summer.
That's rapid innovation! - Rochelle
Glover, Fronde

• Help Us Make Salesforce Even Better
• Post Your Own Ideas or Vote for Other Ideas on
  IdeaExchange!

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Todays Agenda

• Introductions and Usergroups Updates
• Usergroup election
• Summer 07 release highlights
• Best practices
• Networking, drinks nibbles

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Would You Drive at Night Without Headlights?

• Understand how Reports and Dashboards can help
  youmonitor business goals performance
• Understand how Dashboards can be used to motivate
  and promote success
• Walk away with specific deployment tips and
  tricks

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Overview - What Can You Report On?

• The information you see in reports is only the
  data to which you have access, including
• Records you own,
• Records to which you have read or read/write
  access,
• Records that have been shared with you,
• Records owned by or shared with users in roles
  below you in the hierarchy,
• Records for which you have "read" permissions
• In addition, you can view only those fields that
  are visible to you
• In general, if you can see it, you can report on
  it.

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Where to start?

• Out-of-the-Box Reports - Standard reports across
  all objects that should be the basis for your
  custom reports
• Account and Contact Reports
• Opportunity Reports
• Sales Reports
• Lead Reports
• Support Reports
• Campaign Reports
• Administrative Reports
• Activity Reports
• Product and Asset Reports
• Custom Report Wizard 6 easy steps
• Predefined reports

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Reports Types and Uses

• Tabular
• Tabular reports are the simplest and fastest way
  to list your data.
• Quick Lists w/out summarization.
• Summary
• Summary reports list your data with subtotals and
  other summary information.
• Avg Sales per Rep, Total Opptys
• Matrix
• Matrix reports list summaries of your data in a
  grid against both horizontal and vertical
  criteria.
• Sales per Rep per FY by FQ.

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ReportsCreating Custom Reports
1. Select data source
Custom objects too!
Predefined Relationships between objects
FY and then by FQ Acct and then sub-acct Sales
Manager and then Rep
Record Counts, Avg., Highs/Lows
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ReportsCreating Custom Reports
Custom fields located towards the bottom.
Dont forget dynamic date filters!
Save for last.
and Default filter. Use advanced filters
link and () to create or filters
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Reporting Usage Tips
Run time customisations
Role Hierarchies
Hide Details
Hide Details
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Reporting Advanced Options
Advanced Filtering
Charting and Graphs
Conditional Highlighting
Opportunity Trends
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Exporting and Printing

• Use Printable View to preserve sections and
  formatting
• Display the report in a print-ready format in
  Excel
• Use Export to Excel to export directly to an
  Excel spreadsheet
• File format either .xls or .csv
• Export up to 256 columns and 65,536 rows of data
  in one report.

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Reports - Best Practices

• Canned reports (most commonly used, starting
  point for customizing)
• Train users to understand the difference between
  SAVE and SAVE AS
• Create/manage report folders and access
• Develop folder report naming conventions
• Regional Sales Report Folder
• SE Pipeline, US Marketing, EMEA Lead Gen, etc.
• Save your reports as your browser Favorites
• Review Tips and Hints for Custom Reports and
  Maximizing Report Performance cheat sheet

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Reporting Tips

• If you are thinking a report may end up on a
  dashboard, always select Summary or Matrix report
• Archive old reports run Report on Reports
• Office Edition Run reports from Excel
• Leads Contact reports Add to Campaign
• Avoid Custom Dates, use generic ranges, such as
  last 30 days, Current FY

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Turn the lights on with Dashboards!
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Why Dashboards?

• Allows users to consume large amounts of
  information in a simple, graphical view
• Enables management to monitor key performance
  indicators company-wide
• Enables users to standardize on one common
  languageone version of the truth
• Great for driving specific behavior
• Critical for driving executive support for
  salesforce.com

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Dashboard Basics

• Based on custom reports
• 20 elements per dashboard
• Click to drill into underlying report
• Can be refreshed anytime
• Results based on Running User
• Data has to be there to report on it. Field
  created, info entered. Reports only as good as
  the data they are based on.

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The Components

• Chart
• Pie, Line, Vertical or Horizontal
• ex. Stacked or Side by Side
• Table
• Sort by label or value with max values displayed
• ex. Leaderboard/Top Reps
• Metric
• Stackable with colors
• ex. Compare multiple reports
• Gauge
• Custom breakpoints and colors
• ex. Quota or Goal attainment

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Common Metrics

• Customer Support Metrics
• Number of Cases closed same day
• Number of Cases open/closed by agent
• Average number of case by type
• Average time to resolution
• Top solutions created by rep
• op solutions as rated in knowledge base
• Percentage compliance with service-level
  agreement
• Percentage of service renewals
• Case time open-to-resolution
• Marketing Metrics
• Number of executed campaigns
• Number of responses by campaign
• Number of opportunities won by campaign
• Revenue generated by campaign
• ROI by Campaign
• of Respondents per campaign
• Number of new customers acquired by campaign

• Sales Metrics
• Number of prospects
• Number of new customers and total revenue
• Number of existing customers and total revenue
• Top 10 open opportunities
• Revenue target for quarter or year
• Top Accounts
• Pipeline by Stage
• Pipeline by Owner
• Exceptions - (i.e.Open Opportunities despite a
  past close date)
• Bookings trends month to month
• Average age of closed opportunities by Sales Rep
• Opportunities by lead source

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Where Do I Begin?

• Survey management and your top users determine
  the most effective use of dashboards
• Executive Level - Start at the Top! What
  information does your CEO, VP Sales, VP
  Marketing, VP Support, etc. need to effectively
  run the business? What behaviour do they want to
  drive?
• Next, work with the salesforce.com users what
  information do they need that would make their
  everyday lives easier? Prospecting information?
  Lead age information?
• HINT Use the application to view usage such as
  login usage target these users for your focus
  group.
• Map the end-results analysis to the application
• Can the current configuration support the
  analysis needs?

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Designing for Successful Analysis

• Work backwards - (re)configure salesforce.com to
  match the reporting needs
• Create new custom fields, make certain fields
  required on page layouts to drive consistency
• Calculated fields can help with a great deal of
  reporting needs
• Use reports and dashboards to help drive data
  consistency as part of the data cleanup process
  Example create a dashboard that lists All
  Accounts without Industry

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The Mechanics of Reports/Dashboards
Updated Real-Time
Dashboards

• Graphical depiction
• Up to 20 elements per page

Reports

• Sort and organize
• Segment and summarize

Records

• Track individual records
• Create associations between records
• Search across all records

Click to Drill-Down
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Creating Dashboards Step by Step

• Create the dashboard folder
• Create the dashboard page
• Determine the type of dashboard panel
• Create the underlying report
• Create your dashboard component
• Test your creation and implement!

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Leverage the AppExchange
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Dashboards 2 Dimensions
Create two horizontal bar charts and put
side-by-side
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Dashboards Year on Year

• Create formula for month/quarter label
• Create formula Current year amount
• Create formula Previous year amount
• Create Summary report formula - percentage

http//blogs.salesforce.com/blogs/2005/09/year_ove
r_year_.html
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Substitute URL for Drill to Report in Dashboards
Allow users to control the drill-to location The
creator of the dashboard can drill to another
dashboard, a report (possibly passing
parameters), a detail page, an s-control, or
another system using a web interface Allow a
user to select whether to use the standard
drill-down location or a user entered one Users
can create custom workflows linking dashboards or
directing users to any web page
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Since Winter 07 - Analytics Capabilities

• S-Controls as a dashboard components
• Allows inline integration with 3rd party and
  custom components. Deliver visually stunning,
  interactive dashboards.
• Drill through to URL
• Build guided analysis into dashboards allowing
  users to move easily from one dashboard to
  another in a logical fashion.
• Read-only report user
• Restrict users from performing ad hoc analysis
  and report creation. Provides system
  administrators with greater control over user
  functionality.

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https//www.salesforce.com/appexchange/detail_over
view.jsp?ida03300000033IPOAA2 Report in
Dashboard HTML code
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Analytics Mash-upsInsert any application
component into a dashboard
Any Analytic Component
Interactive Controls
On Demand Spreadsheets
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Success in the AppExchange Analytics
CategoryChoice of best-in-class analytics
applications
AppExchange Analytics Category
Current AppExchange partners
Products in development for Winter 07
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Dashboard - Best Practices

• Setting Up
• Identify users who will have Manage Dashboards
  permission
• User folders to organize dashboards and control
  visibility (security)
• Ensure that underlying reports are accessible to
  the run time user
• Always use graph in underlying report
• Side-by-side components for comparison views
• Use Report Headings for columns, Title Headings
  for components
• Deploying
• Develop reports and dashboards in personal
  folders, save to public folders when ready
• Leverage reports that use My Team filters
• Clone dashboards and change the run time user
• Create dashboards for others or temporarily grant
  required permissions

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Dashboard - Best Practices

• Using
• Right-click on an individual dashboard graphic to
  send as an attachment Email picture
• Add your dashboard to the home page show top
  three elements
• Compliance checks Review refresh date
• Manage from the application for improved adoption
• Pipeline Review Calls
• Board Presentations
• Departmental Reviews
• Individual Performance Reviews (One on Ones)

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Useful Links

• Reporting Fundamentals - 30 minutes
• http//www.salesforce.com/au/services-training/edu
  cation-services/online-training/adm-120.jsp
• Dashboard Mechanics - 20 minutes
• http//www.salesforce.com/au/services-training/edu
  cation-services/online-training/adm-125.jsp
• Successforce.com
• Search Reporting or Dashboards
• Analytics Blog - http//blogs.salesforce.com/anal
  ytics/
• AppExchange
• Category Analytics http//www.salesforce.com/app
  exchange/category_list.jsp?NavCode__ca0130000006P
  6IoAAK-1

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Todays Agenda

• Introductions and Usergroups Updates
• Usergroup election
• Summer 07 release highlights
• Best practices
• Networking, drinks nibbles