Set Up and Configure CRM Analytics

Learning Objectives

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

• Summarize the steps for setting up CRM Analytics in your org.
  
• Describe how to configure and share each CRM Analytics app.
  
• Explain how to keep analytics data up-to-date.
  

Set Up CRM Analytics

By now, you know that visibility into agency data can help government officials measure productivity, enhance service delivery, and proactively address potential issues. By analyzing the average duration of tasks, workload allocation, and data trends, agency leaders can discover areas of improvement and take meaningful actions to keep the agency operating at the highest level. As a Salesforce admin, you have the power to make this happen.

For example, Tishon, the admin for the City of Cosville, periodically meets with agency officials to brainstorm possible enhancements to the Cosville Public Sector Solutions org.

During a recent discussion, the officials pointed out the need for more visibility into agency data so they can measure the effectiveness of current staffing, regulatory compliance services, and the social programs that the agency manages. This data will help them to better allocate resources to maximize efficiency and make important funding adjustments.

Tishon knows that CRM Analytics is exactly what they need, so she begins setting up the org.

Perform the following steps to get CRM Analytics for Public Sector Solutions up and running.

1. Assign Permissions to Users
   
2. Enable CRM Analytics
   
3. Check Data Requirements
   
4. Set Field-Level Security for Public Sector Objects
   

Let’s examine each of these steps in more detail.

Assign Permissions to Users

For admins and users to access and use the CRM Analytics apps for Public Sector Solutions, you must assign certain permission sets to them. To learn about these permissions, check out the Assign Admin Permissions for Analytics in Public Sector Solutions and Assign User Permissions for Analytics in Public Sector Solutions articles in Salesforce Help.

Enable CRM Analytics

Next, enable CRM Analytics in your org so you can configure the analytics apps. Don’t worry, it’s pretty straightforward.

Check Data Requirements

Make sure that your Salesforce org meets the data requirements of each analytics app. This simply means that certain objects must have at least one record. If your org’s data doesn’t meet the minimum requirements, you’ll get a message with instructions during app setup. Check out the Data Requirements for License, Permit, and Inspection Analytics and Data Requirements for Caseworker Productivity Analytics Help articles for details.

Set Field-Level Security for Public Sector Objects

Set field-level security for objects, such as Business License Application, so that CRM Analytics Integration users can access all the fields they need in the app.

Configure and Share CRM Analytics Apps

Now that you’ve completed the initial org setup, you’re ready to configure the analytics apps.

Create the Analytics for License, Permit, and Inspections App

Use Analytics Studio to create the Analytics for Licenses, Permits, and Inspections app, which gives you key insights into data related to agency compliance work.

After you create the analytics app, add the analytics dashboard to Lightning Pages in your org.

Install the Caseworker Productivity App

The setup for the Caseworker Productivity app is even easier. Simply follow Guided Setup to install the app and automatically add the dashboard to the Public Sector: Benefit Management app.

Next, add the Case Analytics dashboard to the case record page so that caseworkers can quickly see helpful information, such as case duration by status and case processing times.

After you set up each CRM Analytics app, share the app with your stakeholders by selecting in Analytics Studio. You can add users individually, by group, or by role.

For each user, group, or role, select the level of access you want to grant: Viewer, Editor, or Manager.

For example, Tishon gives Editor access to Salima, the compliance officer, so that she can customize the License, Permit, and Inspections dashboards for her team. For more senior agency officials, she gives Manager access.

Keep Data Up to Date

Now that you’ve set up the CRM Analytics apps, it’s important to make sure that the data stays current. After all, outdated information doesn’t do much good. Keep your analytics information up to date by refreshing it daily, or by scheduling a regular data sync with a little help from a recipe.

When you install the CRM Analytics apps, the system creates a recipe that you can use to schedule refreshes of your data. You can even preview the data as you transform it. Recipes can also aggregate data to a higher level.

After configuring and sharing the new CRM Analytics apps with her agency stakeholders, Tishon calls another meeting to get their feedback. The overwhelming verdict: They love it! These dashboards help them to analyze efficiency, workload balance, and the overall impact that the agency is making in the community.

With CRM Analytics, you’re able to view important trends in your organization, surface intelligent insights, and make sound business decisions from your org data to increase department productivity and constituent satisfaction.

Resources

• Salesforce Help: Set Up Analytics for Public Sector Solutions