Getting Started: CRM Analytics

Event Monitoring
Learn to set up Event Monitoring Analytics
app users
Forward Looking Statements
This presentation contains forward-looking statements about, among other things, trend analyses and future events, future financial performance, anticipated growth, industry prospects,
environmental, social and governance goals, and the anticipated benefits of acquired companies. The achievement or success of the matters covered by such forward-looking statements
involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, Salesforce’s results could differ materially from the results
expressed or implied by these forward-looking statements. The risks and uncertainties referred to above include those factors discussed in Salesforce’s reports filed from time to time with the
Securities and Exchange Commission, including, but not limited to: the impact of, and actions we may take in response to, the COVID-19 pandemic, related public health measures and
resulting economic downturn and market volatility; our ability to maintain security levels and service performance meeting the expectations of our customers, and the resources and costs
required to avoid unanticipated downtime and prevent, detect and remediate performance degradation and security breaches; the expenses associated with our data centers and third-party
infrastructure providers; our ability to secure additional data center capacity; our reliance on third-party hardware, software and platform providers; the effect of evolving domestic and foreign
government regulations, including those related to the provision of services on the Internet, those related to accessing the Internet, and those addressing data privacy, cross-border data
transfers and import and export controls; current and potential litigation involving us or our industry, including litigation involving acquired entities such as Tableau Software, Inc. and Slack
Technologies, Inc., and the resolution or settlement thereof; regulatory developments and regulatory investigations involving us or affecting our industry; our ability to successfully introduce
new services and product features, including any efforts to expand our services; the success of our strategy of acquiring or making investments in complementary businesses, joint ventures,
services, technologies and intellectual property rights; our ability to complete, on a timely basis or at all, announced transactions; our ability to realize the benefits from acquisitions, strategic
partnerships, joint ventures and investments, including our July 2021 acquisition of Slack Technologies, Inc., and successfully integrate acquired businesses and technologies; our ability to
compete in the markets in which we participate; the success of our business strategy and our plan to build our business, including our strategy to be a leading provider of enterprise cloud
computing applications and platforms; our ability to execute our business plans; our ability to continue to grow unearned revenue and remaining performance obligation; the pace of change
and innovation in enterprise cloud computing services; the seasonal nature of our sales cycles; our ability to limit customer attrition and costs related to those efforts; the success of our
international expansion strategy; the demands on our personnel and infrastructure resulting from significant growth in our customer base and operations, including as a result of acquisitions;
our ability to preserve our workplace culture, including as a result of our decisions regarding our current and future office environments or work-from-home policies; our dependency on the
development and maintenance of the infrastructure of the Internet; our real estate and office facilities strategy and related costs and uncertainties; fluctuations in, and our ability to predict, our
operating results and cash flows; the variability in our results arising from the accounting for term license revenue products; the performance and fair value of our investments in
complementary businesses through our strategic investment portfolio; the impact of future gains or losses from our strategic investment portfolio, including gains or losses from overall market
conditions that may affect the publicly traded companies within our strategic investment portfolio; our ability to protect our intellectual property rights; our ability to develop our brands; the
impact of foreign currency exchange rate and interest rate fluctuations on our results; the valuation of our deferred tax assets and the release of related valuation allowances; the potential
availability of additional tax assets in the future; the impact of new accounting pronouncements and tax laws; uncertainties affecting our ability to estimate our tax rate; uncertainties regarding
our tax obligations in connection with potential jurisdictional transfers of intellectual property, including the tax rate, the timing of the transfer and the value of such transferred intellectual
property; uncertainties regarding the effect of general economic and market conditions; the impact of geopolitical events; uncertainties regarding the impact of expensing stock options and
other equity awards; the sufficiency of our capital resources; our ability to comply with our debt covenants and lease obligations; and the impact of climate change, natural disasters and actual
or threatened public health emergencies, including the ongoing COVID-19 pandemic.
Agenda

01 Achieving Your Business Outcomes

What challenge are we solving for you?

02 Overview and Terminology

Understanding the lay of the land

03 CRM Analytics and App Highlights

An overview of the Analytics Platform and
Event Monitoring App

04 Event Monitoring App Dashboards

Review resulting dashboards

Next Steps and Resources

05 Go further with Salesforce
Achieving Your
Business Outcomes
Overview
What challenge are we solving for you?

Business outcomes: How we’ll achieve them:

● Event Monitoring Analytics setup ● Educate and discuss: Take a guided
walkthrough of the Event Monitoring Analytics
● Analytics Platform education
App, learn how to set up the product, and
● Event Monitoring Analytics education become familiar with the app assets.
● Next step recommendations ● Provide guidance: We are closely aligned with
our product groups and have years of in-depth
experience with Salesforce. We can provide
best-practice guidance based upon real,
proven results.
Overview and Terminology
Understanding the lay of the land
Event Monitoring Logs
Source Data for Your Dashboards
Understanding when and what to expect in your log files

● The CRM Analytics Event Monitoring App uses Event Logs to ● CreatedDate tracks when the log file was generated.
provide insights into your org.
● Log files, represented by the EventType field, are generated
● In the unlikely case where no log files are generated for 24 only if there is at least one event of that
hours, contact Salesforce. type for the day.
● Log data is read-only. You can’t insert or update, log data. ● Log files are available based on CreatedDate for the last 30
days when orgs purchase User Event.
● Use the EventType field to determine which files were
generated for your org. ● All event monitoring logs are exposed to the API through the
EventLogFile object. There is no user interface access.
● LogDate tracks usage activity for a 24-hour period, from 12:00
a.m. to 11:59 p.m. UTC time. ● The data in the log files is explained in the documentation.
For example, the Report Log Type details how the ‘Display
● An event generates log data in real time. However, daily log Type’ column explains if the report was hidden, showed
files are generated during non-peak hours the day after an
details, or was a dashboard.
event takes place. Therefore, daily log file data is unavailable
for at least one day after an event. For hourly log files, ● Continue to use the different log types as a reference when
depending on event delivery and final processing time, an as you explore and customize your dashboards.
event is expected to take three to six hours from the time of
the event to be available in the log file.
CRM Analytics
Key terms
App Rules
A dynamic “folder” that contains A set of source data, specially
a group of datasets, lenses, and formatted and optimized for
dashboards that you can share interactive exploration.
with your colleagues.
Lens
Dashboard A saved exploration of your
A curated set of charts, metrics, data.
and tables that gives you an
interactive view of your data.

Dataflow
A set of instructions that
specifies what data to extract
from Salesforce objects or
datasets.

RESOURCE: Analytics Glossary

CRM Analytics
and App Highlights
An overview of the Analytics
Platform and Event Monitoring App
Getting Started
with Data Visualization
CRM Analytics Event Monitoring,
with powerful, integrated dashboards

● Seamless integration of event data

● Immediate value with 16 dashboards
● Easily configurable and customizable
Key Capabilities
Each dashboard provides summary KPIs, charts and segmentation facets

Facets make it easier

to segment data Key Performance
along key event Indicators provide
attributes (i.e., user, quick summary for
role, profile, etc.) a given dashboard

Pre-configured
charts answer the
most common
questions for the
given event type
Gain Greater Visibility
to Support Growth
…Increase Adoption …Optimize Performance …Heighten Security

Understand usage to Improve experience with Identify behavior that may

optimize your teams greater insight into the compromise the security
and processes health of your apps of your data
Key Capabilities
Dataflow wizard lets you
modify the default integration

Determine which Event

Monitoring Datasets you
want to include.

Set how many days of

data you want to store
within the Event
Monitoring Analytics App
(from 1-30 days)
Keep Your Data Fresh
Satisfied with your app? Schedule it to run daily or weekly.
Demo
Let’s see the Configuration Wizard
Execution in action!
Event Monitoring App
Dashboards
Review resulting dashboards
Performance Dashboards

My Trust Lightning Performance

● Provides a quick view of the health of your org. ● What are the slowest Lightning Experience entities?
● What is your org daily transaction count? ● Which are the slowest pages?
● What is the daily transaction speed? ● What pages are throwing the most errors?
Performance Dashboards
Reports APIs Dashboards

● How does report usage trend over ● What are API trends by object? ● How does dashboard usage
time or by profile of users? ● How much is each API used trend over time?
● What are the top used reports during a certain period of time? ● How do different dashboards
that should be optimized for ● How does API performance look? compare to prioritize
load time performance? optimization?
● How many reports are there
per dashboard?
Apex Execution

Which Apex classes do you need to

fix to improve performance and load
time?
Determine by Apex class whether
you should fix the Apex logic or the
SOQL and DML interactions.
Compare Apex performance at both
peak as well as average activity
levels.
Adoption and User Engagement Dashboards
Lightning Adoption Page Views (URI)

● Who’s using the Lightning Experience User Interface? ● What pages are your users clicking on the most?
● How many total user actions took place? ● How much time are they spending on pages?
● How is performance (page time)? ● Drill down by user to identify best practices for
● Where should you focus next on Lightning adoption? consumption patterns.
● Drill down by page to see which users are
leveraging that page.
Security and Compliance Dashboards
Report Downloads Rest API Login As

● What percent of viewed reports What percent of viewed reports ● See how your power users/admins
resulted in an export? resulted in an export? are using Login As feature.
● Report export trends by Report export trends by ● Identify potential abuse:
user agent and IP. user agent and IP. ○ Who are they logging in as?
● Drill down on a specific user Drill down on a specific user segment ○ Where are they logging in from?
segment by profile, role, or by profile, role, or individual user.
○ What pages do they click on?
individual user.
View inactive users who
● View inactive users who downloaded reports.
downloaded reports.
Security and Compliance Dashboards
User Logins Setup Audit trails Files

● What are the login trends per user? See what your power users/admins ● Which files are downloaded the
● Who logs in the most? are doing in the setup of the app: most by user role, file type, or during
What setup activities are a certain period of time?
● What shared IPs have the
most active logins? taking place? ● Identify top files or files that are
● What browsers are users How much activity is done barely used.
logging in from? over time?
● See total logins and average time
users stay logged in.
Demo
Let’s see the App Dashboard in action!
Next Steps
Go further with Salesforce
Custom Setup Activities—How to Address
Let’s schedule dates and get started

Action Method

Desire for further details on Salesforce Shield and Event Monitoring Expert Coaching Session: Salesforce Shield

Expert Coaching Session: CRM Analytics: Build

Modifying standard Event Monitoring Analytics App Dashboards
Dashboards

Expert Coaching Session: CRM Analytics: Build

Creating a new custom Analytics Dashboard
Dashboards

Note: The activities listed are out of scope for this Expert Coaching Session.
However, we offer other Expert Coaching Sessions for these focus areas.
Key Resources
Accelerate your path to success

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Event Monitoring CRM Analytics: Load A helpful resource for
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Event Monitoring Customer Success Platform: Salesforce

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Thank you