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Track Service Delivery with PMM Reporting

Learning Objectives

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

  • Track your programs with PMM's out-of-the-box reports.
  • Add a report to a dashboard.

Data-Driven Decisions

The staff at our (fictional) nonprofit, No More Homelessness (NMH), is ready to dive into its program data.

They want to follow trends and investigate where programs are going well or could use improvement. They’re beginning to determine what high-level metrics are most useful for management and setting up dashboards to give senior leadership, managers, and frontline staff a view into their daily work. They want to turn around reports to grantmakers quicker (no more spreadsheet-combining fire drills!) and give donors more up-to-date numbers on their work together.

Fortunately, Salesforce and PMM can help them accomplish all of that.

Helpful Reports Right Out-of-the-Box

PMM and Salesforce reports work together to allow you to report on all of the new custom objects—programs, program engagements, program cohorts, services, and service deliveries—alongside other records.

While you can get right to work building your own new custom reports, PMM also includes a few out-of-the-box to use right away or as a starting point to find what you need to know. The reports come in two folders: Program Management Embedded Reports, where you can find the reports that appear on the Program Management Home Page dashboard and the Program and Service page layouts; and Program Management Reports (Unpackaged), where you can find additional reports.

Here's what you can find in the Program Management Embedded Reports folder:

  • All Active Program Engagements gives you a quick count of all of the records in Active status by Program.
  • Client Records Missing Phone Number helps keep your team on top of client data.
  • Units Delivered Over the Last 6 Months shows the monthly total of each service delivered by month, making it easier to see trends in your program. This report can help you see if you are on track to deliver as many services this month as you did last month. Plus, this report can be easily customized to find new insights. (Spoiler alert: We’ll be doing just that in a moment.) This report is embedded on the Service record page layout.
  • Clients Enrolled This Month by Program is a similar report, but grouped so that you can see the program-level view.
  • Services Delivered (Year to Date) shows the sum of services delivered in each service grouped by program. This is helpful to modify for different time periods to get a snapshot of your entire organization.
  • Clients Enrolled This Month shows all engagements that have a start date in the current month by cohort. This report is embedded on the Program record page layout.

In the Program Management Reports (Unpackaged) folder, you'll find additional reports like:

  • Service Deliveries by Provider Last Month shows you where service providers spent their time last month to see how you are delivering your mission.
  • All Program Engagements by Stage shows you how program engagements are progressing.

One thing to note with any report: Be mindful of who has access to the data. Earlier we mentioned the PMM:View permission set, which is useful for senior management because it allows them to see program records without the ability to create, edit, or delete them. Some nonprofits collect sensitive data about clients—NMH is one of those groups—so it’s important to determine who really needs PMM:View permission.

And keep in mind that the PMM permission sets only control access to custom PMM objects. Access to standard objects like contacts and accounts is still driven by your organization-wide defaults and profile settings, so make sure your admin has configured those properly for your team.

Modify Standard PMM Reports for Program Insight

NMH Program Manager Gia Mason stands in the food pantry, where shelves are a little more bare than usual.

NMH’s Program Manager Gia Mason feels like the organization has seen an increase in demand at the food pantry over the last few weeks. The stocks are a little low and the staff has felt busier than usual—but it’s just a feeling right now. She wants the facts.

That’s where PMM reports come in.

Gia goes to Salesforce, then finds and selects Reports from the App Launcher ( The App Launcher icon ). Here we go.

  1. In Reports, Gia clicks on All Folders and then selects Program Management Embedded Reports, because she knows the report she wants to use as a starting point already appears on the Program Management Home Page.

    Reports folders with Program Management Embedded Reports highlighted
  2. Gia clicks Units Delivered Over the Last 6 Months.

  3. This report is okay, but it shows all services. Gia wants to focus just on the food pantry, so she’ll want to modify it to exclude other programs and services. But before she does that, she selects the drop-down arrow next to the Edit button and selects Save As, and then saves it in her Private Reports. This is very important, since this report appears on the Service record page layout, and Gia doesn’t want to change how that looks for her colleagues.

    Save As highlighted in the report menu

  4. Now that she has a copy saved to her own folder, Gia clicks the Edit button to bring up filtering and grouping options.
  5. She adds a grouping for Service:Program and moves it to the second position in the list, then clicks Refresh along the top ribbon (or toggles-on the option to update the preview automatically). Now the list shows all of the programs.

    The groups on the report edit interface, with Delivery Date, Service: Program, and Service: Service Name, in that order
  6. She wants to focus just on the food pantry, so she clicks on Filters and selects Service:Program equals Food Pantry. This gives her a view of service deliveries associated with the food bank program.
  7. Gia clicks Save & Run.

The increase in food pantry deliveries over the last 6 months, presented in a bar chart

It looks like her hunch is confirmed: There has been a significant increase in demand at the food pantry this month. She can take the hard numbers not only to her manager, NMH Program Director Gordon Chu, but also to the fundraising and marketing staff to help get additional support from in-kind donors—and use this moment to raise awareness of hunger in the community.

Create and Share Reports

The outreach to donors and the public has been successful, and everyone at NMH agrees that this is a report they would like to see more often. For Gia and Gordon, it’s a management tool that can help them track program delivery. For the fundraising staff and others at NMH, it’s great to be able to pull up the report before discussions with donors—especially the grocery stores that supply donated food and personal care items to the pantry—to share the latest data.

So Gia goes to work on a modified version of the report. First, she extends the timeline to the current month and the previous 12, just so she can see changes in seasonality and how this month is pacing with the same month last year. Because this is a report she is going to share, she wants to hide the service deliveries and any client information—this is to protect client privacy and also make the table easier to read. (Remember, only share the information people really need.)

We won’t go into every step of how she does this—you can check out the Resources section below for more about reporting in Salesforce—but the table ends up looking like this.

Items distributed for all food pantry items by month, illustrated in a stacked bar chart

Gia saves the report in a folder with the appropriate sharing settings, then clicks the collaborate button to let the Program Director, Gordon, know that the report is up.

 Gia’s report to track trends at the pantry.

Putting It All Together: Dashboards

Gordon, the Program Director, is thrilled—and so is the rest of the staff, who can now use the latest data in their appeals and communications. For those communicators and fundraisers, accessing the report when it’s needed is perfect. But for Gordon and Gia, this is a report they want to see every day. It’s time to add this report to a dashboard.

Let’s follow Gia as she adds it to the Program Management Home Page dashboard.

  1. In the navigation bar in the Program Management app, Gia selects Dashboards (it may be under More or under All Items in the App Launcher).
  2. Gia clicks on All Dashboards in the left navigation, then searches for Program Management Home Page in the search bar.

    The Edit dashboard button
  3. Gia clicks into the dashboard and then clicks Edit.
  4. Gia clicks +Component.
  5. In the Select Report pop-up, Gia searches for and selects Food Pantry Deliveries (13 Month View).

    Searching and selecting the Food Pantry Deliveries (13 month view) report
  6. Gia is happy with how it was formatted on the report, so she checks Use chart settings from report and clicks Add.

    The Add Component interface, with “Use chart settings from report” checked
  7. With the component on the page, she can move it wherever she wants on the dashboard page. She moves it above the Services Delivered (Year to Date) component, then clicks Save and then Done.

With the component in place, the new dashboard looks like this:

The new dashboard with panes for All Active Program Engagements, Food Pantry Deliveries, and Client Records

This is just the start for Gia. Now that she knows how easy it is to find new insights, she dives into the programs she manages to find trends and set benchmarks.

And that’s what PMM allows her to do: By adding a data structure for program management to Salesforce, program managers and front-line staff alike benefit from having all of their data in one place, saving time to advance their mission and find trends that might have been overlooked.

Gia and the NMH staff celebrate in front of a fully stocked food pantry.

Resources