Resource Management Reports

The Customer Success Cloud package includes out of the box standard Resource Management reports, enabling you to save time from setting up reports for your org. You can embed the reports on the Customer Success Management Workspace or any other page or dashboard.

Note:

You must have the appropriate permissions to access the CSC: Resource Management report folder. For more information about setting up permissions to report folders, see the Salesforce Help.

To access the Resource Management reports:

  1. Search for and select the Reports tab.

  2. Click All Folders.

  3. Select and open the CSC: Resource Management folder. The following reports are available:

    1. Estimated Playbook/Task Work by Account
    2. Resource Allocation
    3. Resource Utilization

  4. Click the name of the report that you want to view.

  5. [Optional] Click Edit if you want to change the structure of the report or the filters applied to it.

  6. If you have made any changes to the report, click Save.

Estimated Playbook/Task Work by Account

The Estimated Playbook/Task Work by Account report displays the estimated work hours for playbooks and their associated playbook tasks across various accounts. It details all success plans within each account with their total estimated hours, followed by the playbooks they contain and their respective estimated hours. Furthermore, the report includes the playbook tasks and their corresponding estimated work hours, as well as the start and end dates of each playbook.

To fully utilize this report, the following are the points you should consider:

  • Only playbooks with In Progress and Planned status are included.
  • Only playbook tasks with Draft, Planned, and Started statuses are included.
  • Playbooks and playbook tasks with Done, Completed, Cancelled, and Blocked statuses are excluded.

  • Ad hoc hours added to success plans are not included in the report.

Resource Allocation

The Resource Allocation report displays resource allocation for playbooks, playbook tasks, and accounts. It details all accounts to which a resource is allocated. Within each account, it displays the playbook to which the resource is assigned, including its start date, end dates, and estimated hours. Furthermore, this report also displays the playbook tasks within each playbook, including their estimated hours and the total estimated hours for playbooks and playbook tasks for a specific resource.

To fully utilize this report, the following are the points you should consider:

  • Only playbooks with In Progress, Planned, and On Hold statuses are included.
  • Only playbook tasks with Draft, Planned, and Started statuses are included.
  • Only active resources are included.

  • Playbooks with start dates in the current year or next year are included.

Resource Utilization

The Resource Utilization report displays resource utilization based on weekly work hours submitted through CS timecards. It displays the resource name, total weekly hours, total hours worked, and the variance between them numerically and as a percentage, across various weeks. Additionally, it includes the count of CS Timecards, which, when clicked, provides detailed information about each timecard.

To fully utilize this report, the following are the points you should consider:

  • The report defaults to a week starting Sunday and ending Saturday. This can vary based on the timezone and locale of the org.

  • The report includes any timecard with a start date within the defined week of the report, irrespective of its individual end date.

  • You can filter the report by months and quarters.
  • The Hour Variance% reflects the percentage difference between work hours and timecard hours.
  • The report defaults to a last 60 day Start Date filter, displaying records from the last 60 days.
  • Only active resources are included.
  • The report color codes resource utilization as follows:
    • Red indicates overutilized resources, where timecard hours exceed work hours.
    • Amber indicates underutilized resources, where timecard hours are less than work hours.
    • Green indicates optimally utilized resources, where timecard hours equal work hours.