Get Started with Service Analytics
Learning Objectives
After completing this unit, you’ll be able to:
- Describe the value that Service Analytics offers your business.
- Explain how Service Analytics lets you visualize key performance indicators and answer important questions about your service data.
- Describe the iterative, step-at-a-time process for setting up Service Analytics.
Service Analytics to the Rescue
You’re the DTC Electronics service manager. You just received a call from the sales VP, who’s working hard to make sure that DTC’s launch of a revolutionary new tablet knocks it out of the park. The VP tells you that making quota for the new tablet is a strategic imperative.
The rollout has been accompanied by lots of PR and one of DTC’s biggest marketing campaigns ever. The VP wants to make sure the service team is completely on board with the launch—that there are no surprise cases or service issues that might bring the launch down.
You want to get to the bottom of it fast. You’ve been a happy Service Cloud user for years, and you’ve relied on the data to run your business. Last time you checked in with DTC’s Salesforce admin, you learned that other divisions of the company have adopted Salesforce’s line of prebuilt CRM Analytics apps. The service app, Service Analytics, offers a really great new way to make your services-related data work harder for you.
You decide to check it out. Maybe Service Analytics can quickly come to the rescue and speed the new product launch to success! And maybe down the road it can answer all the key questions you have to keep your service and support business on track. Questions like:
- Are there service case trends I should be concerned about?
- How’s our service doing against our benchmarks and goals?
- How does case volume look and how does it compare to last month, last quarter, or last year?
- Is our backlog growing too fast and how long will it take to clear?
- Are we improving customer satisfaction when we handle cases?
A Little More About Service Analytics
The Service Analytics app makes it easy for your entire service team to base their actions on insights drawn from Service Cloud data. You get access to best-practice key performance indicators (KPIs) in a single place.
Based on learnings from many years of helping manage customer relationships, Service Analytics provides dashboards for both you—the manager—and your service agents. Every member of the service team gets the right information at the right time to keep customers happy. Managers have a complete view of service customer data, what's trending, as well as historical and peer benchmarks. Your agents can view snapshots of each case and customer to help them make quick decisions about their next customer interactions.
Salesforce has done a lot of the hard work: We’ve built complex queries, formulas, and ratios that draw from your service and sales data and assemble the information into easy-to-read visualizations. You answer questions in the configuration wizard about the data and fields you want to see, and CRM Analytics takes care of the rest.
We’ve also eased the process by preloading the configuration wizard with many of the answers to give you an immediately useful baseline. Start with those. Then add answers to those questions that require you to make a selection—usually from a list of Salesforce fields or objects—or indicate a preference. You can get a workable set of dashboards the first time you create the app, and then improve from there as needed.
After the app is generated, use its prebuilt datasets and dashboards to explore Service Cloud data from any device that supports the CRM Analytics platform. The intuitive visual interface delivers key insights. Drill deeper into the areas you want to focus on, and take action right from the dashboards.
What’s more, DTC Electronics has already purchased a CRM Analytics platform license, which includes a Service Analytics license. So all you need to do is create the app and get started. You can’t wait, and you grab the DTC Salesforce admin’s next free hour. It’s time to roll out the app to your team.
Try Prebuilt CRM Analytics Apps with a Developer Edition org
Important
For this trail, you can’t use an existing Developer Edition org, even if you’ve previously set one up. You must sign up for a new CRM Analytics Developer Edition account, which comes with a limited version of the licenses for your app and contains sample data for this Trailhead module.
Let’s get you set up so you can log in and start working with your app.
- Go to https://trailhead.salesforce.com/promo/orgs/analytics-de.
- Fill out the form using an active email address. Your username must also look like an email address and be unique, but it doesn’t need to be a valid email account. For example, your username can be yourname@analyticsrocks.de, or you can put in your company name.
- After you fill out the form, click Sign me up. A confirmation message appears.
- When you receive the activation email, open it and click the link.
- Complete your registration, and set your password and challenge question. Tip: Write down or remember your credentials. To log in and play, just go to login.salesforce.com.
- Click Save. You’ll be logged in to your new CRM Analytics Developer Edition org.
Way to go! You now have a Salesforce org with DTC Electronics sales data, and you’re ready to create your app!
Learn How to Create and Use Service Analytics
In the rest of this module, we’ll work with you to create and use Service Analytics. We do some hand-holding, but you probably don’t need much! We assume you’ve already gone through the CRM Analytics Apps Basics Trailhead module, so you’re familiar with apps.
Before jumping into the next unit where you’ll create your own version of Service Analytics, take a few minutes to work your way closer to the Service Analytics App badge by answering the challenge questions.
Resources