Value Tracker Overview

Value Tracker enables you to view and manage all the objective KPIs of:

• Objectives associated with a success plan
• Objectives associated with an account
• A single objective

This consolidated view of objective KPIs gives customer success managers more control over them.

Viewing Value Tracker

You can view Value Tracker on success plan record pages in the Value Tracker tab. For more information, see Success Plans Overview.

Note:

• By default, Value Tracker is displayed on success plan record pages, but your administrator can add it to additional record pages, app pages, and workspaces. For more information, contact your administrator.

• You must have Read permission for the Account object to view Value Tracker on:

  • App pages
  • Record pages other than the account, objective, and success plan pages

  For more information, contact your administrator.

• When displayed on a workspace, Value Tracker also displays the Parent Account and Success Plan columns.
• When displayed on an account record page, Value Tracker also displays the Success Plan column.
• To view the Value Tracker in full screen, select .

Viewing Record Details

The Record Details panel enables you to view and update additional information for the objective KPI record you select. To open the Record Details panel, select a record in Value Tracker and click .

Viewing Record Information

In the Record Details panel, you can view the relevant details of individual objective KPI records in the following tabs:

• Value Trending
• CS Activity Notes

Value Trending

In the Value Trending tab, you can view the progress change of an objective KPI over time. The progress is displayed using individual cards that include a date and value of each progress update and a link to the objective KPI. These values are stored in objective KPI value records associated with objective KPIs. Up to 100 progress changes can be displayed in the Value Trending tab. For more information, see Objective KPIs Overview.

CS Activity Notes

In the CS Activity Notes tab, you can view the CS activity notes associated with an objective KPI. CS activity notes are displayed using individual cards that include:

• Object type
• Record or activity type, if available
• Username
• Due date
• Record name hyperlink
• Summary

You can click Show Details or Hide Details to show or hide the record details panel with activity notes and contacts. You can also edit and delete CS activity notes and manage their attachments by clicking . For more information, see:

• Editing CS Activities
• Deleting CS Activities
• Attaching Files to CS Activities

For more information about adding CS activity notes to objective KPIs in Value Tracker, see Adding CS Activity Notes to Objective KPIs.

Viewing Objective KPIs

In Value Tracker, you can view the following information for individual objective KPIs:

• Parent objective, account, and success plan
• Category, description, and unit
• Baseline, current, and target values
• Progress, target date, and status

Status Badges

The following badges represent the status of objective KPIs:

• Completed: The objective KPI's current value meets or exceeds its target value.
• In Progress: The objective KPI is not yet complete and its target value has not been met or exceeded. This status displays only if either its target date or parent objective's start date is not specified.
• Not Available: The objective KPI's values are missing or invalid. Progress is calculated as 0%.
• Not Started: The start date of the objective KPI's parent objective is in the future.
• Off Track: The objective KPI is behind schedule relative to its target date and parent objective's start date.
• On Track: The objective KPI's progress meets or exceeds expected progress relative to its parent objective's start date and its own target date. The objective is also on-track when it has not been progressed with, has no target date, and its parent objective has no start date.
• Overdue: The objective KPI is not yet complete and its target date has passed.

Tip:

If Not Available is displayed, you must specify the current or target value for the objective KPI.

Progress Indicators

The following indicators represent the changes in progress of an objective KPI:

• The progress of the objective KPI has increased:
• The progress of the objective KPI has decreased:
• The objective KPI is completed:

No indicator is displayed if there is no change in progress.

KPI Cards

KPI cards provide you with important details about your objective KPIs. The following cards are available in Value Tracker:

• Overall Objective KPI Progress: The percent completion of objective KPIs related to the success plan you are viewing.
• Off Track Objective KPIs: The count of objective KPIs with a status of Off Track and related to the success plan you are viewing.
• Completed Objective KPIs: The count of objective KPIs with a status of Completed and related to the success plan you are viewing.
• Overdue Objective KPIs: The count of objective KPIs with a status of Overdue and related to the success plan you are viewing.
• Not Available Objective KPIs: The count of objective KPIs with a status of Not Available and related to the success plan you are viewing.
• Blocked Objective KPIs: The count of objective KPIs that are blocked and related to the success plan you are viewing.
• Not Started Objective KPIs: The count of objective KPIs with a status of Not Started and related to the success plan you are viewing.
• On Track Objective KPIs: The count of objective KPIs with a status of On Track and related to the success plan you are viewing.

The cards are updated when you save new changes in the Value Tracker grid.

Tip:

You can customize the Value Tracker grid by reordering, resizing, hiding, and sorting the columns, and by dragging the splitter bar. Your customized view is then retained when you access Value Tracker:

• On the same record page type
• On the same device
• Using the same browser

Managing Objective KPIs

In Value Tracker's toolbar, you can click:

• to refresh the data in the grid
• or to collapse or expand all groups in the grid
• to undo changes made in the grid and to redo them
• to create an objective KPI
• to delete objective KPIs selected in the grid
• to open and close the Filters panel where you can filter the displayed activities
• or to view the tracker in full screen or collapse it when it is viewed in full screen

You can also use the search box to search for objective KPIs in the grid.

Tip:

To view objective KPIs with a specific status, enter the status you want in the search box. You can also search for specific target dates using the search box.

In Value Tracker's grid, you can:

• Click an objective KPI title to open the objective KPI's record page
• Click a parent objective's description to open its record page
• Edit objective KPI fields by double-clicking
• Click to open a drop-down list with the Add CS Activity Note action

Notes:

• When creating an objective KPI in Value Tracker, the Parent Account and Success Plan fields are automatically populated and cannot be edited unless you are viewing Value Tracker on an account or success plan record page.

• To edit objective KPIs, you must have the correct permissions assigned. For more information, contact your administrator.

Grouping Objective KPIs

You can group objective KPIs by selecting one of the grouping options that display when you right-click the following columns in Value Tracker:

• Category
• External
• Description
• Objective
• Objective KPI Title
• Parent Account
• Status
• Success Plan
• Unit
• Blocked

Depending on the column that the records are grouped by, you can view the following information about objective KPIs in the group:

• The value that the objective KPIs are grouped by
• The progress of objective KPIs
• The number of objective KPIs
• The number of completed objective KPIs

When grouping columns in the grid, you can click or to collapse or expand all groups in the grid.

Notes:

• If you click , the grouping remains applied. The last applied grouping in the tracker displays in all locations where the tracker is available when you click .
• Your last selected grouping displays when you access the tracker on the same computer, using the same browser.

Blocking Objective KPIs

To indicate that an objective KPIs cannot be progressed with, select its Blocked field. Objective KPIs can be set as blocked regardless of their status. This field is automatically selected if the status of the objective KPI's parent objective is set to Blocked.

Making Objective KPIs Available for External Access

To make an objective KPI available for external access, for example, on Experience Cloud sites, select its External field. For more information, see .Experience Cloud Sites Overview.

Adding CS Activity Notes to Objective KPIs

You can add CS activities to objective KPIs in Value Tracker. To do this, click next to the objective KPI to which you want to add a CS activity note, then click Add CS Activity Note in the drop-down list. For more information, see Creating CS Activities.

Note:

• To add a CS activity note to an objective KPI, you must first save the objective KPI in the Value Tracker grid.

• You cannot save CS activity notes created in Value Tracker as drafts.

Filtering Objective KPIs

Filters enable you to focus the objective KPIs displayed in Value Tracker so that only the objective KPIs you want to view are displayed. For more information about the fields available in the Filters panel, see Value Tracker Lightning Component Fields.

Tip:

You can select a filter set from the Saved Filters field to quickly apply a set of filters. For more information, see Filter Sets Overview.

Notes:

• If you click , the filters remain applied. The last applied filters in the tracker display in all locations where the tracker is available when you click .

• Your last selected filter criteria display when you access the tracker on the same computer, using the same browser.

• When using the tracker on:

  • A workspace or app page, you must select and apply at least one account in the Filters panel to view any results.
  • A record page, the Account field is not available because the tracker only displays results related to the page's associated account.