Customer Success Cloud Customer Success Manager Dashboard

The Customer Success Cloud Customer Success Manager dashboard enables you to view information about playbooks, using data derived from the Project Reporting dataset. This dashboard is designed to be embedded in the Customer Success Cloud Workspace.

This dashboard is created as part of the PS Cloud Core Analytics app.

Prerequisites

To create this dashboard you must have Customer Success Cloud Winter 2023 or January 2023 installed and have the playbook project record type set up in your org.

Suggested Use Cases

Data displayed in this dashboard can help you perform the following tasks:

  • View the stage of active playbooks.
  • View the average duration of active playbooks.
  • View the count and duration of playbooks created from a playbook template.

Dashboard Overview

The Customer Success Cloud Customer Success Manager dashboard contains the following elements:

CS Cloud Customer Success Manager Dashboard

Customer Success Cloud Customer Success Manager Dashboard Elements

Key

Name

Description

Calculation

Referenced Calculation

Source Dataset
1 Playbook Stages Displays active playbooks grouped by their stage. A total count of active playbooks is displayed in the center of the chart. Clicking on stage sections in this chart facets the data displayed in the dashboard.

Count of Projects

 

Filters:

  • Object Type = Projects
  • Record Type = Playbook
  • Active = True
  • Is Template = False

 

Group:

Stage

  

Project Reporting

See Project Reporting Dataset Output Fields
2 Average Playbook Duration Displays the average duration (Start Date to End Date) of active playbooks grouped by account. Clicking on bars in this chart facets the data displayed in the dashboard.

Average (Duration)

 

Filters:

  • Object Type = Projects
  • Record Type = Playbook
  • Active = True
  • Is Template = False
  • Account Name is not equal to “N/A”

 

Order:

Descending

 

Limit:

10

 

Group:

Account Name

Referenced Field:

Duration__c
3 Playbook Template Usage Number of Playbooks Bar Chart Displays the count of playbooks created from playbook templates. Clicking on these bars facets the data displayed in the dashboard.

Count of Projects

Filters:

  • Object Type = Projects
  • Record Type = Playbook
  • Active = True
  • Is Template = False

 

Order:

Descending

 

Limit:

20

 

Group:

Project Source Template Name

 
4 Playbook Template Usage Average Duration (Days) Bar Chart Displays the average duration (Start Date to End Date) of the active playbooks created from playbook templates in days. Clicking on these bars facets the data displayed in the dashboard.

Average (Duration)

 

Filters:

  • Object Type = Projects
  • Record Type = Playbook
  • Active = True
  • Is Template = False

 

Limit:

20

 

Group:

Project Source Template Name

Referenced Field:

Duration__c
5 Filter Panel

Refines the data displayed in the dashboard.

Note: When filtering by Date Range, only playbooks with end dates occurring in your selected date range are displayed.
    

Embedding the Dashboard

This dashboard is designed to be embedded in the Customer Success Cloud Workspace. For more information on how to embed the Customer Success Cloud Customer Success Manager dashboard, see Setting up the CS Cloud Core Analytics App.