Get Started with Customer Lifecycle Analytics

Learning Objectives

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

Explain the capabilities of the Customer Lifecycle Analytics template.
Provide users permission to administer and use Customer Lifecycle Analytics.

Analyze Customer Feedback Better

Ursa Major Solar has been using Salesforce Surveys for a while. Ursa Major Solar uses Salesforce Surveys to gauge the Net Promoter Score (NPS) of the company and to gather feedback from customers on case closure.

Ursa Major Solar also gathers employee satisfaction scores twice a year using Salesforce Surveys. All of Ursa Major Solar’s employees are users in Ursa Major Solar’s Salesforce org.

Until now, Ursa Major Solar has relied on Salesforce reports and dashboards to gather insights from responses. The company as a whole is moving to CRM Analytics. And Maria Jimenez, the system administrator for Ursa Major Solar, has decided to use the Customer Lifecycle Analytics template to create an app that analyzes survey responses. The Customer Lifecycle Analytics template comes with the Customer Lifecycle Analytics license bought by Ursa Major Solar.

The capabilities of CRM Analytics Plus come out of the box with the Customer Lifecycle Analytics license. Available for an extra charge in Enterprise, Performance, Partner Developer, Developer, and Unlimited editions where Salesforce Surveys is enabled.

Why Move to Customer Lifecycle Analytics?

There are a whole host of reasons to move to Customer Lifecycle Analytics. First, it reduces the burden on the admin, Maria Jimenez. She no longer needs to create reports and dashboards every time a new survey is distributed. Setting up and running the Customer Lifecycle Analytics app is a one-time activity.

The second key factor in switching to Customer Lifecycle Analytics is the ability to track customer perception across geographies and demographics. With Ursa Major Solar expanding to different parts of the world, hearing the voice of the global customer base is key.

Third, in tune with the customer-first philosophy, Ursa Major Solar wants to keep track of each individual customer’s satisfaction score after their case is closed. Ursa Major Solar also wants to track the Net Promoter® Score or NPS® of each customer.

Apart from the customers, Ursa Major Solar can track the satisfaction score of its employees using Customer Lifecycle Analytics.

Finally, Maria also wants to use the Einstein Discovery story to gather insights on how to improve survey response rates.

Customer Lifecycle Analytics User Permissions

To get things started, Maria must grant users in the org permissions to either administer or use the Customer Lifecycle Analytics template. Since Ursa Major Solar is in the process of rolling out CRM Analytics, Maria grants herself the permission to administer and she grants Shinje Tashi, the data quality specialist, the permission to use. Shinje will be monitoring the survey response analytics.

In this module, we assume you are a Customer Lifecycle Analytics administrator with the proper permissions to set up Customer Lifecycle Analytics. If you’re not an administrator for Customer Lifecycle Analytics, that’s OK. Read along to learn how your administrator would take the steps in a production org. Don't try to follow these steps in your Trailhead Playground. Customer Lifecycle Analytics isn't available in the Trailhead Playground.

Provide Permission to Administer Customer Lifecycle Analytics

Maria assigns the two permission sets to herself. First, she grants herself admin access to the Analytics Studio. Second, she gives herself admin access to the Customer Lifecycle Analytics templates and the apps created using it.

Click and select Setup.
Enter Users in the Quick Find box, and select Users.
Click Maria’s username.

For the purpose of this badge, click your username.

Click Permission Set Assignments.
Click Edit Assignments.
Select the following permission sets:

CRM Analytics Plus Admin
Customer Experience Analytics Admin

Click Add.
Click Save.

Provide Permission to Use Customer Lifecycle Analytics

Next, Maria assigns the two permission sets to Shinje Tashi. The first grants Shinje user access to the Analytics Studio and the second provides user access to the Customer Lifecycle Analytics templates and the apps created using it.

Click and select Setup.
Enter Users in the Quick Find box, and select Users.
Click Shinje’s username.
Click Permission Set Assignments.
Click Edit Assignments.
Select the following permission sets:

CRM Analytics Plus User
Customer Experience Analytics User

Click Add.
Click Save.

Time to Use the Template

Maria enabled CRM Analytics for her org and also provided her teammates access to use the Customer Lifecycle Analytics template. When Maria rolls out the app to the entire org, she needs to provide permission sets to users who need access to survey response analytics. She now needs to use the template to set up an app that helps members of her org visualize survey responses better and gather actionable insights.

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