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Track Client Metrics

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Attention, Trailblazer!

Salesforce has two different desktop user interfaces: Lightning Experience and Salesforce Classic. This module is designed for Lightning Experience.

You can learn about switching between interfaces, enabling Lightning Experience, and more in the Lightning Experience Basics module here on Trailhead.

Learning Objectives

After completing this unit, you’ll be able to:

  • View dashboards with details about your clients.
  • Create a custom dashboard.

View Client Data in Reports and Dashboards

It’s important to understand each client’s needs. But it’s also vital to understand the needs of all your clients as a group. A good way to do that is to use reports and dashboards to answer questions about all your clients. For example, if your goal is to engage more with clients, you have questions like the following.

  • What clients have upcoming required minimum distributions (RMDs) or birthdays?
  • What clients haven’t I contacted in a while?
  • What clients have assets managed by another institution (held away) I can turn into opportunities?

Reports and dashboards can answer these questions. A report is a list of records that meet criteria you define. The list can be displayed as rows and columns or in a visual chart. An example report is Conversion Percentage of Referrals Made. This report answers specific questions like, What percentage of my referrals convert to opportunities? To view reports, select Reports from the navigation bar.

Dashboards display data in graphical components arranged in, well, dashboards. Dashboard components are built out of reports and provide a quick look at many key metrics and trends. You can use several reports in a single dashboard. For example, create a dashboard to display several reports with a common theme, like referral performance.

Let’s look at Kotori’s dashboards to get a better idea of how they work. Here’s what she does to view one of her dashboards.

  1. Select Dashboards in the navigation bar.
  2. Click All Dashboards.
  3. Click My Book of Business - Engagement Opportunities

My Book of Business - Engagement Opportunities dashboard displaying upcoming client reviews, clients not contacted in the last 60 days, and clients nearing RMD

Kotori notices that several clients haven’t been contacted in 60 days or more. She visits each client profile to make sure that there are no outstanding or upcoming issues for those clients. Neil Symonds has an upcoming RMD, so she makes tasks to contact him tomorrow to let him know.

Look around at your dashboards. They’re a powerful tool to help you see what’s going on in your business. You can get good answers to business questions there. Sometimes, dashboards even answer questions you didn’t know that you had.

View Analytics Dashboards

Another set of valuable dashboards? The analytics dashboards created by the artificial intelligence layer of Financial Services Cloud. Think of it as your own personal data scientist to help you make informed decisions about how to cater to your clients and make them successful. You can take action—log a call, task, or event—in the context of all the clients in your book of business from these dashboards.

  1. Click App launcher.
  2. Select Analytics Studio. If you don’t see Analytics Studio, contact your admin to see if there are plans to purchase it or set it up for you.

Analytics Studio with the Dashboards tab selected to display five different dashboards: 80/20, Client List, Activities, Client Goals, and Financial Accounts

Here are a few things you can accomplish with this tool.

  • 80/20 (1)—See a list of the clients who generate the top 80% of your revenue. Make sure that you’re spending the right amount of time with your top-performing clients.
  • Client list (2)—See a list of clients in your book of business. Use the robust filters to look for financial data points and trends, such as displaying clients with the highest net worths or annual salaries.
  • Activities (3)—Discover how you’re interacting with your clients, and which activities influence client relationships so you can identify opportunities to improve your client engagement.
  • Client goals (4)—Measure client goals so you can spot trends and create tasks or opportunities to help your clients.
  • Financial accounts (5)—Analyze the types of financial accounts and securities within your books of business so you can respond to market conditions quickly.

Create a Dashboard

Kotori uses the built-in dashboards often, and today she’s going to create her own dashboard. Her financial advisors have told her they’d like to focus on bringing held away assets in-house this month. She decides to create a dashboard to uncover held away assets and track them as her advisors work on them. Here’s what she does in the Wealth Management app.
Note

Note

If you can’t create dashboards, contact your admin to see if there are plans to set it up for you.

  1. Select Dashboards in the navigation bar.
  2. Click New Dashboard.
  3. Name the dashboard Held Away Assets - Overview.
  4. Click Create.
  5. Click + Component.
  6. Choose All Reports.
  7. Choose Client Held Away Assets and click Select.
  8. Choose Horizontal Bar Chart.
  9. Click Add.
  10. Click Save.

The new dashboard appears on Kotori’s list of dashboards. She expects her financial advisors to give her suggestions on information to add to the dashboard as the project progresses. But for now, it’s a good start.

You’ve learned about the power of dashboards and reports to answer business questions. If you can’t find a dashboard that meets your needs, create your own.

This module has focused on growing your client list and revenue by tapping the power of referrals. You’ve also learned how to use dashboards to uncover trends and opportunities within your company. Now you’re ready to take those skills and expand your own book of business.

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