Dashboard Insights for Agentforce Readiness Superbadge Unit

Prework and Notes

Sign Up for a Developer Edition Org with Special Configuration

To complete this superbadge unit, you need a special Developer Edition org that contains special configuration and sample data. Note that this Developer Edition org is designed to work with the challenges in this superbadge unit.

1. Sign up for a free Developer Edition org with special configuration.

2. Fill out the form. For Email address, enter an active email address.

3. After you fill out the form, click Sign me up.

4. When you receive the activation email (this might take a few minutes), open it and click Verify Account.

5. Complete your registration by setting your password and challenge question. Tip: Save your username, password, and login URL in a secure place—such as a password manager—for easy access later.

6. You are logged in to your superbadge Developer Edition org.

Now, connect your new Developer Edition org to Trailhead.

1. Make sure you’re logged in to your Trailhead account.

2. In the Challenge section at the bottom of this page, select Connect Org from the picklist.

3. On the login screen, enter the username and password for the Developer Edition org you just set up.

4. On the Allow Access? page, click Allow.

5. On the Want to connect this org for hands-on challenges? page, click Yes! Save it. You are redirected back to the Challenge page and ready to use your new Developer Edition org to earn this superbadge.

6. Now that you have a Salesforce org with special configuration for this superbadge unit, you’re good to go.

Use Case

Cloud Kicks is a rapidly growing company known for its stylish, comfortable, and high-quality custom sneakers. As the company expands, it experiences growing pains around maintaining customer satisfaction while optimizing internal operations. To meet this challenge, Cloud Kicks automates time-consuming, repetitive tasks so employees can spend more time on strategic, growth-driving activities.

As the Salesforce admin, you’re the key to helping leadership use automation to boost productivity and growth. Specifically, you’re interested in using Agentforce to simplify work, reduce manual tasks, and identify opportunities for automation that improve overall operational efficiency.

With more competition in the custom footwear market, Cloud Kicks needs to stand out with top-notch products and amazing customer experiences. Agentforce can give the company the tools it needs to provide personalized service at scale while freeing up resources for innovation.

Key Stakeholders:

Stakeholder	Role	Background
Fiona Starr	Executive	Fiona is focused on Cloud Kicks’s overall strategic direction. She values data-driven decisions and having insights that support executive-level decision-making. Fiona wants to scale the company and ensure employees focus on high-value tasks. Fiona needs to balance growth and operational efficiency. She also wants to know where Agentforce can make the most significant impact, reduce manual errors, and help customers solve problems faster.
Clayton Green	Sales Lead	Clayton manages a sales team. He’s responsible for driving revenue and needs tools to improve his team’s productivity, simplify lead tracking, and automate repetitive tasks. The sales team also needs a clear view of the customer journey to ensure they deliver personalized service. Some challenges include tracking leads, managing follow-ups, and ensuring reps focus on promising opportunities. He’s excited about how Agentforce can help teams prioritize.
Thomas Darby	Support Lead	Thomas oversees the customer support team, which responds to a high volume of customer queries that often involve checking order statuses, returns, and providing product recommendations—all of which take up valuable time. Thomas wants to know where Agentforce can streamline work for responses to common questions to ensure the team can handle more requests quickly while maintaining quality. He also wants better data on customer satisfaction and response times.

Standard Objects:

Standard Object	Description
Lead	A Lead represents a potential customer who’s shown interest in Cloud Kicks’s custom sneakers. This can be an individual who’s filled out a contact form, engaged with marketing campaigns, or expressed interest via social media.
Account	An Account is a customer who made a purchase. Each account record stores important customer information like purchase history, preferences, and company interactions.
Contact	A Contact is a person associated with an Account. This can be an individual who placed an order, manages the account, or a key point of communication for customer inquiries. Contacts enable Cloud Kicks to build strong relationships with key stakeholders.
Opportunity	An Opportunity represents a potential sale or a pending sale, allowing sales teams to forecast revenue and prioritize leads. This object tracks the progress of sales deals, from initial contact through to the close of the sale.
Case	A Case tracks an internal IT request or customer service issue that requires resolution to ensure they’re handled efficiently. At Cloud Kicks, Cases address a variety of concerns, from technical issues within the Salesforce org or customer website to product returns or order inquiries.

Business Requirements

Configure a Dashboard for Business Insights

After sharing the Data Quality Analysis dashboard with key stakeholders at the demo meeting, you received feedback and requests for updates. Your task is to configure and optimize the dashboard to reflect these updates.

Fiona Starr, the executive lead, saw a few ways to better align it with Cloud Kicks’s business goals. She wants the dashboard to effectively reflect the company’s performance, particularly in customer service and sales. The current Cases Without Owners component gives you the raw data, but it doesn’t make it easy to see if you’re hitting your business goals.

Ideally, the company should have fewer than one case without an owner, meaning the optimal range is 0 cases. Up to three cases (1-3) is considered acceptable, while four or more cases (4+) is problematic. Fiona wants you to update the component to ensure that it clearly indicates these thresholds, making it easy to assess ownership gaps at a glance. While the chart should accurately reflect these thresholds, we will not be checking the specific colors used.

Thomas Darby, the support lead, mentioned that the dashboard could be clearer about whether the team is hitting their case ownership goals. He recommends adding the Case Field Population report to the dashboard, keeping the case components together and formatted like the other components, to give a clearer view of case data completeness and performance. Display a horizontal bar chart to see the average population percentage in the Data Quality Analysis dashboard.

Clayton Green, the sales lead, pointed out that the Opportunity Data Quality numbers seem unusually high and might not reflect the company’s actual performance. Fiona wants the component to be reviewed and corrected to ensure accuracy.

Design Analytics for Visibility and Usability

Fiona is now asking you to level up the Executive Agentforce Readiness dashboard to give leadership clear, actionable insights. She really values consistency across all dashboards, making sure they align with business goals and are easy to understand.

To nail Fiona’s request, clone the Executive Agentforce Readiness dashboard and rename the dashboard Executive Performance and AI Readiness. After you create the dashboard, drop it into a new folder called Agentforce Readiness. This keeps everything organized and easy to find later.

(Tip: Put your dashboard folder at the top level of the folder hierarchy when you create it.)

Next, you will need to add Sales and Service sections to the Executive Performance and AI Readiness dashboard to maintain consistency across all dashboards. Ensure that the components are arranged under the proper sections of the dashboard and the layout is visually balanced, with widgets proportionally sized to highlight key metrics effectively.

Components included in the Sales section.

Component	Placement
Lead Pipeline	Position this component in the second row, the first column of the dashboard.
Inbound Leads	Position this component in the second row, the second column of the dashboard.
Opportunities Won By Year	Position this component in the third row, the first column of the dashboard.
Open Opportunities By Stage	Position this component in the third row, the second column of the dashboard.
Lost Opp by Reason	Position this component in the third row, the third column of the dashboard.

Components included in the Service section.

Component	Placement
Case Root Cause By Origin	Position this component in the fifth row, the first column of the dashboard.
Cases Closed By Month	Position this component in the fifth row, the second column of the dashboard.

Manage Dashboard Access and Security

Your goal is to make sure the executive team can easily access the Executive Performance and AI Readiness dashboard. This gives them a clear view of how Agentforce can benefit Cloud Kicks the most.

Your primary tasks are to share the Executive Performance and AI Readiness dashboard and associated reports with the executive role and add the dashboard to the Agentforce Readiness App homepage. This ensures that leadership can easily access the dashboard and view the data as Fiona does. Be sure the executive team receives the same up-to-date data Fiona sees every Tuesday at 9:00 AM in preparation for the weekly R&D meeting later that day. Fiona relies on this data to provide insights on how Cloud Kicks can best utilize agents. Additionally, she wants to keep the quarterly performance metrics in the existing default home page in the Agentforce Readiness App while also gaining visibility into the Executive Performance and AI Readiness dashboard. So add the dashboard to the existing Agentforce Readiness App home page with the label Home Page

(Tip: After you complete this superbadge, turn off the configuration for the Tuesday 9:00 AM requirement to avoid getting the dashboard every week.)

Agentforce Roadmap Recommendations

Fiona is really excited about how Agentforce can boost productivity at Cloud Kicks, so she’s asked you to create three internal cases with detailed recommendations. Make sure these recommendations are super effective by specifying the product, stakeholder, and object that the agent would be built on. She’s all about making sure each use case fits perfectly with the company’s bigger goals. Your insights will help a lot!

Review the Data Quality Analysis and Executive Performance and AI Readiness dashboards and think about where Agentforce can make the biggest impact right away. Submit an internal case for Agentforce field generation that matches Cloud Kicks’s needs and can really boost efficiency and productivity for the service team. For the next case, dive into the dashboards and find a solid use case for Sales to boost their performance and deal advancements. For the final case, pinpoint the best use case for deploying a customer facing agent to chat directly with customers or prospects.

Wrapping It All Up

From configuring data-driven dashboards to implementing robust security measures and providing strategic roadmap recommendations, you helped Cloud Kicks to identify where Agentforce can be implemented for better business outcomes.

Now, you have an Agentforce Dashboard that’s ready for you to use—providing you with real-time insights, enhanced visibility into sales and service performance, and a streamlined approach to agent productivity. It’s a powerful tool that you can start using now to make data-driven decisions, improve team collaboration, and increase efficiency across your organization.

Keep honing your skills, and don’t forget to turn off subscriptions once you finish this superbadge to avoid receiving unnecessary reports in the future. Best of luck as you continue your Agentforce journey.