In our first 3 posts, we covered a lot of the new features in the core CRM of salesforce – Sales Cloud, Service Cloud and then Communities & Collaboration. In Part 4 we’re going to do something a little different and cover the new Wave Analytics improvements. With Summer 16 we get a bunch of great enhancements to Wave, but we also get a brand new product in the Customer Service Wave Analytics product. Wave has come a long way since it was announced at Dreamforce two years ago, and we’re really starting to see how this is an incredibly valuable tool for anyone that has invested in salesforce being their platform. We’re going to break the new features into two buckets – Productivity Gains and Visualization and then we’ll do a deep dive into Customer Service Wave. Let’s get at it.
- Dataset Scheduler up to Hourly – A big one with this release is the ability to schedule the dataset synchronizations as frequently as hourly. Up until now you could only schedule these once a day. This makes Wave become a very live data source to start doing analysis against. Keep in mind, most other data warehouses sync nightly, so this very close to real time for an analytics package.
- Download data to Excel – Another feature that a lot of people have been asking about is the ability to download the data. This was probably one of the features our clients asked for the most, so it’s great to see it delivered. Now you can extract data directly from a Lens into an Excel or CSV format. The great thing is you can manage the security around this and limit the users who are able to download the raw data.
- Sharing using standard Groups – You can now Share apps (Folders) with groups or roles in your salesforce instance. Because Wave is part of your instance you can take advantage of the existing security infrastructure to manage visibility to the lens and dashboards you create. This functionality will also work with Communities, so leveraging this, you can now share your Wave insights with customers and/or partners. For the Community access, you’ll need to embed a visualforce page to enable the presentation of the Wave dashboard. Great new feature.
- New Charts – Summer 16 brings two new chart types to Wave. First is the new World and US chart widget. Pretty self explanatory, but you can see the example below. There are a lot of interesting things you can do with this and it’s definitely easier than trying to build a Google Maps mash-up to do the same thing. The second new type is a new Funnel chart. The Funnel Chart is always a hit with pipeline analysis, so definitely a useful new chart.
- Cloning Dashboards – Wave now includes the ability to clone a dashboard. Huge time saver here. Up until now you basically had to start from scratch if you wanted make a tweak to the existing dashboard as there is no “save as” button available. This is big because now you can clone some of the terrific dashboards that come out of the box and use them as a starting point to build upon.
- Adding Dashboards to Page Layouts – With Lightning Experience, it’s now a simple point and click process to embed a Wave dashboard into a page layout. This is awesome as it’s one of the key features that makes Wave so powerful. That ability to open a record and then have an interactive chart automatically filtered to that record truly unlocks the power of analytics. (to do the filtering, you will need to add a bit of JSON code to the page, but it’s not complicated) It is also still possible to embed dashboards in salesforce classic, but you’ll need about three lines of code to do it.
Customer Service Wave Analytics
As Service Cloud specialists, we have been eagerly awaiting the Customer Service Wave Analytics product. The Sales Analytics app was cool, but everything we’d heard about the Service Wave one sounded like it was going to be awesome. In general, it’s also the perfect target audience. When you look at Sales management, they typically are tweaking and changing their forecast and pipeline models all of the time – trying to get that edge that will make their Sales team that much better than the competition. Due to that, it’s tough to build a package of standard dashboards that will apply to all Sales orgs. Customer Service is different. For the most part Customer Service organizations are all tracking the same metrics and aspiring to adhere to the same best practices – they are just trying to do those metrics better than their competitors. So for Customer Service, it’s much easier to build a dashboard set that is applicable to almost all Customer Service organizations.
That’s exactly what salesforce has done here. The app includes 14 pre-built, extremely slick, dashboards that target all aspects of Customer Service. The dashboards target both Service Managers as well as your agents. The list of dashboards are below – and I’ll go into detail on some of the more interesting ones – but as a whole, this package really hits the mark. On the list I’m going to include a bunch of screenshots from our internal Customer Service Analytics. At Gears, we use Cases to track our deliverables to our clients, so we’re not a classic call center type setup. Due to that if you see some funky numbers – like a case being inactive for 600 days (client is *still* debating whether to do it or not!) – that’s why. You’ll still be able to get the idea of the dashboards though.
- Overview – The starting point that shows your key stats. From here you can navigate directly to the other dashboards, but you don’t actually have to start here as you can go to any dashboard directly. It includes a nice filter to be able to adjust the time period of data to include.
- Account Profile – Very cool dashboard that provides an overview by Account. From the Account filter grab the Account you want to see and it will show the total Cases and trending data of Case submission for that selected Account (or Accounts). It also includes key stats around those Cases such as Case Duration, CSAT, SLA Attainment, Status Duration, Case Reason, Case Origin and more. Great way to get a snapshot of an Account’s activity with you. As with most of these dashboards, you can adjust the time period of the Cases as well.
- Agent Performance – This dashboard is focused on your agents and their performance. You can drill down quickly by agent and see their total number of Cases, average Case Duration, CSAT and other metrics. You can also keep it without drilling down and see how your agents stack against each other for these metrics.
- Agent Activities – Agent Activities focuses on all of the different types of activity – or lack of activity – on your Cases. This is not limited just to the Activity object just to be clear. It’s looking at Case Comments as well as Activities. If you use a custom object for your Comments, you can point this to that as well.
- Channel Review – This dashboard focuses on the different channels that Cases come in from. On this dashboard you’re able to view – by channel – metrics like Case duration, First Contact Resolution, CSAT and others.
- Backlog Analysis – This is a pretty cool dashboard in that it focuses a lot on trending. The Backlog Analysis not only shows what your backlog is right now, but shows whether it is growing or shrinking year over year or versus the period you are looking at. Metrics like Cases over Time – both Created and Closed, % of Change Year over Year, and then overall trend are available here.
- Open Cases – The Open Cases dashboard focuses on just that – your open Cases. A great snapshot dashboard to show you what you are dealing with right now. Metrics like total number of open Cases, how many are escalated, and what agents they are assigned to are available here.
- Customer Satisfaction – This dashboard focuses on all of your CSAT metrics. Breakdown your CSAT by Account, agent, channel and then even product data within the Case.
- Knowledge Impact – This is another dashboard that is available with standard reports and dashboards, but has always been tough to do well. With this dashboard it’s so much easier. See quickly which articles drive the most CSAT and Case resolution and then what agents are leveraging articles the most.
- Knowledge Use – With this dashboard, see which articles are used to most on Cases and which agents are using them.
- Telephony – This dashboard leverages the Activity fields that the standard connector uses. From here you can see data on call volume, call duration, inbound vs. outbound call totals and other metrics around phone driven Cases.
- Sidebar – By Customer – The first of the Service Console dashboards. Basically these dashboards work within the console versus viewing them directly in Wave. This dashboard automatically filters to the Account that is associated to the Case you are viewing in the Console. It provides a quick analysis of how many Cases this Account has logged and why. It also shows how this Account has done from a CSAT stand-point and finally what agents have helped them in the past.
- Sidebar – By Case History – Another Service Console embedded dashboard. This one automatically filters to the Case you are looking at in the Console and shows stats focused on Owner changes and how long each Owner has had the Case during its history, as well as how long the Case has been in each Status. All of this data is available as part of the Case History – but this makes it ridiculously easier to report on that data as history tracking reports aren’t the easiest to use.
- Sidebar – By Similarity – The last of the Service Console dashboards, this one highlights Cases that are similar to the one that is being viewed in the Console. This will give the agent an idea of how long this might take to resolve, but also who has worked these similar Cases in case they need to reach out for help.
With these pre-packaged dashboards you can tweak your dataset to include whatever data you’d like, so you have total control. The installation is ridiculously easy. Basically you walk through an install wizard that asks questions like “what object has your customer sat data”, or “do you use knowledge” or “what fields do you use for certain metrics”. This is then used to create the dataset which you can then tweak. All of the non-Service Console dashboards includes a set of filters that can be applied to the entire dashboard. This allows you to quickly refresh the dashboard by Agent, Case Type, Account, or whatever your key fields are. Finally, this is Wave – so it’s very interactive. On any of these charts you can drill down into a data element on a chart and the entire dashboard will refresh to show the stats just for that limited dataset. It’s super slick.
On top of all of the pre-packaged dashboards, you can extend this with your own custom dashboards. As part of the app, you can build dashboards on any of the following standard objects: Cases, Case History, Knowledge, Knowledge Attached (Articles associated to Cases directly), Opportunities, Events and Tasks. In addition you can pull in up to 10 custom objects.
If you’re on Service Cloud – or considering Service Cloud – this really is a no brainer. Your ops team and management at a minimum should be taking advantage of this as it is leagues above standard reports and dashboards and will give you superior analytical insights into your service organization.