Financial Services Cloud User

Guide
Salesforce, Spring ’25

Last updated: November 14, 2024

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names and marks. Other marks appearing herein may be trademarks of their respective owners.
CONTENTS

Deliver Financial Services for High-Touch Client Relationships . . . . . . . . . . . . . . . . . . . . 1

Key Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Use the Home Page to Take Charge of Your Day . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Filter Client and Household Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
View Client and Household Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Monitor Your Book of Business with Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Get Financial Services Cloud Data with Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
What Client Data Can I See? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Set Up Clients, Households, and Relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Create a Client or Prospect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Add Education Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Add Employment Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Add Identification Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Create a Household from the Account Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Create a Household from a Client Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Add Household Members and Relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Add an Extended Relationship to a Client or Household . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Act on Financial Client Relationships with ARC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Get to Know ARC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Types of Relationships in ARC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
ARC Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Enter and View Financial Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Manually Add a Financial Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
View Financial Account Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
View Financial Account Billing Statements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
View Holdings Within an Investment Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Add Holdings to an Investment Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Manually Create Securities Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Add an Asset or Liability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Add a Financial Goal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Add a Financial Account Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Manage Client Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Create a Case from Financial Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Track Client Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Track Leads and Opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Contents

Create a Wallet Share Opportunity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Create a Lead . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Convert a Lead to a Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Use Financial Services Cloud CRM Analytics Solutions . . . . . . . . . . . . . . . . . . . . . . . . 36

CRM Analytics Apps for Financial Services Cloud . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
CRM Analytics Apps for Financial Services Cloud (Managed Package) . . . . . . . . . . . . . . . . . 60

Revenue Intelligence Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Use the Retail Banking Customer Churn Prediction Dashboards . . . . . . . . . . . . . . . . . . . . . 128
Use Wealth Management Customer Churn Prediction Dashboards . . . . . . . . . . . . . . . . . . 130
Use the Customer Likelihood of Adding Assets Dashboard . . . . . . . . . . . . . . . . . . . . . . . . 132
Use the Product Recommendation Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
DELIVER FINANCIAL SERVICES FOR HIGH-TOUCH CLIENT
RELATIONSHIPS

Financial Services Cloud is a reimagined front office. Get a clean, aggregated view of the most
EDITIONS
relevant, actionable client information without logging in to a dozen systems throughout the day.
Accelerate your productivity with technology and digital workflows that reduce the time you spend Available in: Lightning
on routine, administrative tasks. Focus instead on delivering the highly personalized, proactive Experience
service that your clients expect.
Available in: Professional,
Start with the basics of managing your client book for deeper engagement and more profitable
Enterprise, and Unlimited
client relationships. Editions
Note: For usage restrictions that apply to this product, see this document.
Before installing the Financial Services package, enable Allow users to relate a contact to
multiple accounts.

Key Terms
Certain terms can have multiple meanings within a financial services context. It’s important to clarify what we mean when you
encounter terms such as account or client in our app.
Use the Home Page to Take Charge of Your Day
The home page is tailored to your needs and gives you instant access to the most pressing items on your to-do list. What are your
priorities today? What’s next? What’s pending?
Filter Client and Household Lists
View filtered lists of people and households based on similar interests or financial characteristics to quickly navigate to their profiles.
View Client and Household Profiles
A profile provides a full picture of a client’s or household’s financial past, present, and future. In a single view, you can monitor
financial accounts, visualize personal and household relationships, manage goals, and review activity history.
Monitor Your Book of Business with Dashboards
Dashboards help you see at a glance your engagement with clients and the potential to bring in more business.
Get Financial Services Cloud Data with Reports
Reports provide you with detailed information on clients and opportunities to bring in more business.
What Client Data Can I See?
The Salesforce security and sharing model ensures flexibility and the appropriate levels of access to client data. Ask your Salesforce
admin for details about how data visibility is defined for your teams.

SEE ALSO:
Financial Services Cloud Admin Guide

1
Deliver Financial Services for High-Touch Client Relationships Key Terms

Key Terms
Certain terms can have multiple meanings within a financial services context. It’s important to clarify
EDITIONS
what we mean when you encounter terms such as account or client in our app.
Account Available in: Lightning
Account can refer to a client, household, or business. Not to be confused with a financial account. Experience
Client Available in: Professional,
A person or organization that does business with your firm in the past, present, or future. See Enterprise, and Unlimited
also person. Editions
Customer
Used interchangeably with client. See also person.
Financial account
An investment account, bank account, insurance policy, or other type of financial account. In some financial services applications,
financial accounts are the central unit of organization. Other applications, including Financial Services Cloud, treat clients or family
groups as the central unit.
Household
A type of relationship group that includes people and business entities who have direct relationships with one another. Within this
group, financials are summarized at the household level. Salesforce doesn’t track directly how members within a household are
related. Roles within a household, such as client, spouse, or dependent, define relationships.
People associated with the household but outside of it are related contacts, such as lawyers, accountants, or tax planners. Organizational
entities that are associated with a household but don’t roll up any financials to the household are related accounts. These related
accounts include businesses or households.
In client and household profiles, household (relationship group) members appear together. These members are clearly separated
from other associated entities or extended relationships.
Individual
See person.
Person
A client, customer, prospect, or contact whose details are maintained by your firm. Financial Services Cloud stores data about people
using either an individual or person account model.
Prospect
A person or organization with the potential to become a client.

Use the Home Page to Take Charge of Your Day

The home page is tailored to your needs and gives you instant access to the most pressing items
EDITIONS
on your to-do list. What are your priorities today? What’s next? What’s pending?
Your home page can differ depending on how your organization implements Financial Services Available in: Lightning
Cloud and on any customizations made by your admin. Experience

Available in: Professional,

Enterprise, and Unlimited
Editions

2
Deliver Financial Services for High-Touch Client Relationships Use the Home Page to Take Charge of Your Day

• Referral Performance (1) shows how opportunities look for the quarter.
• Assistant (2) offers alerts about leads assigned to you for the day and opportunities requiring attention.
• Interaction Summaries (3) shows a list of interaction summaries for all accounts (if enabled). Interaction Summaries captures structured
notes of client or partner interactions and lets you share them with stakeholders in a compliant manner.
• Scheduler (4) shows scheduled and pending service appointments from Salesforce Scheduler (if enabled). Salesforce Scheduler
simplifies and optimizes appointment scheduling.
• Key tasks and actions (5) shows important information, including:
– Summary of Referrals Assigned to Me: Provides an overview of converted and rejected referrals and top areas of interest.
– Referrals Assigned to Me: Shows you the top referral for action.
– My Top Referrers: Shows who has been providing you with the best referrals.
– Opportunities and Leads: Helps you track ways to deepen and grow your book of business.
– Today’s Events: Shows the next five items on your calendar for the day. Past events drop off as the day progresses.
– Tasks: Lists upcoming tasks. Lets you mark tasks as complete. If you remain on the page, you can reopen completed tasks.
Refreshing the page removes completed tasks from the view.
– Birthdays: Lists the clients celebrating birthdays in the next seven days.

SEE ALSO:
Events and Calendars
Track Client Interactions

3
Deliver Financial Services for High-Touch Client Relationships Filter Client and Household Lists

Filter Client and Household Lists

View filtered lists of people and households based on similar interests or financial characteristics to
EDITIONS
quickly navigate to their profiles.

Tip: The My Clients and My Groups list views are a good starting point because they show Available in: Lightning
all clients and households in your book of business. These list views are on the Accounts tab. Experience

• See which list views your Salesforce admin has made available by selecting the list view name Available in: Professional,
at the top of the page. Enterprise, and Unlimited
Editions
• To sort, click a column header.
• Change the filter criteria to dynamically update your view of My Clients or My Groups,
segmenting clients by marketing segments, age, or birthdays.
1. To expand the list of criteria you can filter by, click the Filters icon.
2. For each filter that you want to change, select the filter, edit the criteria, and then click Done.

Important: If you’re filtering by a currency value, specify a currency ISO code, such as USD or GBP, before the value. For
example, GBP100000. The ISO code must be one of your firm’s active currencies.

3. Click Apply.
The list view refreshes with your updated filter criteria.
For now, you can’t save your changes to a list view that you’ve edited.
• View up to 25 records per page and a maximum of approximately 2,000 items per list view.
If you can’t access some items because the list view contains more items than the maximum, narrow your filter criteria.

View Client and Household Profiles

A profile provides a full picture of a client’s or household’s financial past, present, and future. In a
EDITIONS
single view, you can monitor financial accounts, visualize personal and household relationships,
manage goals, and review activity history. Available in: Lightning
Experience

Available in: Professional,

Enterprise, and Unlimited
Editions

4
Deliver Financial Services for High-Touch Client Relationships View Client and Household Profiles

Your tabs and field names and their order can differ from what you see here based on how your Salesforce admin has customized them.
However, the layout of sections within a profile page can’t be changed.
• Highlights panel (1): See the last and next scheduled interaction at a glance.
• Activity (2): View timelines of next steps and past activities, create tasks and events, and log client communications.
• Details (3): Quickly access details without leaving the profile page. Tabs on the profile pages offer similar views, with slight differences
between the client and household profiles. For clients, view summaries of Know Your Client information, employment, and contact
information. For households, view high-level summaries of total financial assets. To edit Details information, use the Edit button in
the highlights panel.
• Financials or Financial Accounts (4): Track financial accounts by the predefined categories of investment accounts, bank accounts,
and insurance policies. Also track assets and liabilities.
• Relationships (5): Manage the network of relationships in a household. Add new household members. Add people from outside of
the household as related contacts. For households, you can add other households or business entities as related accounts. You can
edit or delete associated contacts and accounts.
• Referrals (6): Get a summary of referral performance along with details of referrals and expressed interest.
• Goals (7): Track what matters to your clients for goal-based planning.
• Chatter (8): Use the Chatter feed to share information and collaborate with other team members who manage client relationships.
• Related (9): See comprehensive summaries of financial accounts, tangible assets, liabilities, and related lists, such as opportunities,
cases, notes, and attachments. This view can be handy for onboarding when you want to quickly enter a series of financial accounts,
goals, opportunities, and relationships.

SEE ALSO:
View Client and Household Profiles
Activity Timeline
Set Up the Slack Conversations Component

5
Deliver Financial Services for High-Touch Client Relationships Monitor Your Book of Business with Dashboards

Monitor Your Book of Business with Dashboards

Dashboards help you see at a glance your engagement with clients and the potential to bring in
EDITIONS
more business.
1. On the navigation menu, click the Dashboards list view. Available in: Lightning
Experience
2. Click All Folders.
Public Dashboards contains: Available in: Professional,
Enterprise, and Unlimited
My Book of Business - Overview—Manage your existing book of business with insights about
Editions
AUM, wallet share, held-away assets, and financial account totals by client.
My Book of Business - Engagement Opportunities—Deepen client relationships by tracking
upcoming client reviews, birthdays, and other relationship touchpoints.
My Book of Business - Sales & Opportunities—Grow your book of business by identifying new AUM opportunities and focusing your
sales process on hitting targets.
Referrals Dashboards contains:
My Top Referrers—Discover the internal and external referrers who are bringing you the most new business.
Referral Performance by User—Track the performance of referrals you made and the referrals assigned to you.

3. Select a dashboard.
To get the latest data, click Refresh.

SEE ALSO:
Reports and Dashboards

Get Financial Services Cloud Data with Reports

Reports provide you with detailed information on clients and opportunities to bring in more business.
EDITIONS
1. In the navigation menu, go to the Reports list view.
Available in: Lightning
2. Click All Folders, and choose Advisor Reports, My Top Referrers , or Referral Performance.
Experience
3. Select a report.
Available in: Professional,
To get the latest data, click Refresh.
Enterprise, and Unlimited
Editions
SEE ALSO:
Reports and Dashboards

What Client Data Can I See?

The Salesforce security and sharing model ensures flexibility and the appropriate levels of access to client data. Ask your Salesforce admin
for details about how data visibility is defined for your teams.

6
SET UP CLIENTS, HOUSEHOLDS, AND RELATIONSHIPS

Create records for clients, households, and their extended network of relationships so that you
EDITIONS
maintain a rich, holistic view of your book of business.
Available in: Lightning
Create a Client or Prospect Experience
Financial Services Cloud gives you two ways to create clients or prospects. Available in: Professional,
Add Education Details Enterprise, and Unlimited
You can store details about a client’s education history. Editions

Add Employment Details

You can store details about a client’s employment history.
Add Identification Documents
You can store details about documents used to identify a client.
Create a Household from the Account Tab
Use households to track groups of clients, businesses, and trusts who have a direct relationship with one another and shared financials.
A household is a type of relationship group. Your Salesforce admin can create other relationship group types to fit your business
requirements.
Create a Household from a Client Profile
Capture the full richness of a client’s relationships by adding multiple households. If you can’t add a client to more than one household,
ask your Salesforce admin to enable the multiple relationship groups custom setting. A household is a type of relationship group.
Your Salesforce admin can create other relationship group types to fit your business requirements.
Add Household Members and Relationships
Add members to a household, and relate businesses, trusts, and other people to the household members. Define how to summarize
the members’ activity and financials at the household level.
Add an Extended Relationship to a Client or Household
Better visualize clients’ relationships with people outside of their household. Track the other professionals who advise clients about
their financial lives. Also track clients’ affiliations with owned businesses and other organizational entities.

Create a Client or Prospect

Financial Services Cloud gives you two ways to create clients or prospects.
EDITIONS
Your Salesforce admin can set up record types to fit your business needs. Work with the added
record types as you would with standard client or prospect records. Available in: Lightning
Experience
Create a Client or Prospect from the Accounts Tab Available in: Professional,
When you want to track engagement with a new client or prospect, create a profile. Enterprise, and Unlimited
Editions
Create a Client or Prospect with the Individual Builder
When your implementation uses the person model, use the Create Individual builder to add
clients or prospects, and optionally add them to a relationship group.

7
Set Up Clients, Households, and Relationships Create a Client or Prospect from the Accounts Tab

Create a Client or Prospect from the Accounts Tab

When you want to track engagement with a new client or prospect, create a profile.
EDITIONS
1. On the Accounts tab, click New.
Available in: Lightning
2. Select Individual or Person account.
Experience
3. For the account name, enter the client’s name.
Available in: Professional,
4. Select a status. Enterprise, and Unlimited
a. For a client, select Active. Editions
b. For a prospect, select Prospect.
c. For a client that you’re onboarding, select Onboarding.

5. Enter other relevant information and save the information.

Note: You can’t delete clients and prospects.

Create a Client or Prospect with the Individual Builder

When your implementation uses the person model, use the Create Individual builder to add clients
EDITIONS
or prospects, and optionally add them to a relationship group.
In the Create Individual builder, complete this information about the client or prospect. Available in: Lightning
Experience
• Account details
• Contact details Available in: Professional,
Enterprise, and Unlimited
• Relationship group details (optional)
Editions
1. Click Home.
2. In the Create Individual section, click New.

3. For the account name, enter the client or prospect’s name.

4. Select a status.
a. For a client, select Active.
b. For a prospect, select Prospect.
c. For a client that you’re onboarding, select Onboarding.

5. (Optional) Enter the remaining client or prospect details, and then click Save & Next.

8
Set Up Clients, Households, and Relationships Add Education Details

6. (Optional) Enter the client or prospect’s contact details, and then click one of the following.
a. To finish creating the client or prospect, click Save.
b. To add the client or prospect to a relationship group, click Save & Next.

7. To designate this client or prospect as the primary household member, select Primary Member.
Designating a primary member is not required, but a household can have only one primary member.

8. Select the member role that the client or prospect fills within the household.
a. If the role is primary household member, select Client. You can select more than one role.
b. If the role isn’t primary household member, select the member’s role relative to the primary household member’s role. For
example, Dependent or Spouse.

9. If you want to roll up activities and information for the client or prospect, select Primary Group.
Roll-up items are summarized at the household level for all members who have this household as their primary group. To add the
member’s related business to the household, designate the household as the member’s primary group. As a member of the household,
the related business’s activities and information are also summarized at the household level.

10. If you enabled this household as a primary group, select which activities and information to roll up when summarizing data at the
household level.

Note: You can select more than one item to roll up for the client.

11. Save your changes.

SEE ALSO:
Create a Household from a Client Profile

Add Education Details

You can store details about a client’s education history.
EDITIONS
1. In the client’s profile, open the Related tab.
Available in: Lightning
2. In the Education section, click New.
Experience
3. If the client isn’t the correct one, remove the client, and select another client or create one.
Available in: Professional,
4. Enter the education institution name and, optionally, the other details. Enterprise, and Unlimited
5. Save the information. Editions

9
Set Up Clients, Households, and Relationships Add Employment Details

Add Employment Details

You can store details about a client’s employment history.
EDITIONS
Note: To show current employer, employed since, and occupation on the client’s Details
tab, enter the information into the tab. Available in: Lightning
Experience
1. In the client’s profile, open the Related tab.
Available in: Professional,
2. In the Employment section, click New.
Enterprise, and Unlimited
3. If the client isn’t the correct one, remove the client, and select another client or create one. Editions
4. Enter the employer’s name and, optionally, the other details.
If the client is unemployed with income, unemployed without income, retired, or a homemaker,
enter None for the employer name.

5. Save the information.

Add Identification Documents

You can store details about documents used to identify a client.
EDITIONS
1. In the client’s profile, open the Related tab.
Available in: Lightning
2. In the Identification Document section, click New.
Experience
3. If the client isn’t the correct one, remove the client, and select another client or create one.
Available in: Professional,
4. Enter the document details. Enterprise, and Unlimited
5. Save the information. Editions

Create a Household from the Account Tab

Use households to track groups of clients, businesses, and trusts who have a direct relationship
EDITIONS
with one another and shared financials. A household is a type of relationship group. Your Salesforce
admin can create other relationship group types to fit your business requirements. Available in: Lightning
Note: You can’t delete a household or group or make it inactive. Experience

Available in: Professional,

1. On the Accounts tab, click New.
Enterprise, and Unlimited
2. Select Household. Editions
3. In Account Name, enter the household name (for example, Claire Johnson Household). Leave
the other fields empty because they are automatically calculated or don’t apply.
4. Save the information.
5. On the Relationships tab, do one of the following.
• In the relationship map, on the household component, click + Add Relationship.
• In the Group Members section, click Edit.

6. To add other members and relationships, see Add Household Members and Relationships.

10
Set Up Clients, Households, and Relationships Create a Household from a Client Profile

You can add members from the Relationships tab on the household profile or, if your instance uses the individual model, with the Create
Individual builder.

SEE ALSO:
Add Household Members and Relationships

Create a Household from a Client Profile

Capture the full richness of a client’s relationships by adding multiple households. If you can’t add
EDITIONS
a client to more than one household, ask your Salesforce admin to enable the multiple relationship
groups custom setting. A household is a type of relationship group. Your Salesforce admin can Available in: Lightning
create other relationship group types to fit your business requirements. Experience
Note: You can’t delete a household or group or make it inactive. Available in: Professional,
Enterprise, and Unlimited
1. From a client or business profile, click the Relationships tab.
Editions
2. Do one of the following.
• In the Primary Group section, click New.
If the client has a primary group, it appears as the section name. You can edit the primary group. A client can have only one
primary group.

• On the relationship map, click + Add Group.

• In the Relationships Group section, click New.

3. For the account name, enter the household name (for example, Claire Johnson Household). Leave the other fields empty.
4. Click Save & Next.
5. To add other members and relationships, see Add Household Members and Relationships.
You can add members from the Relationships tab on the household profile or, if your instance uses the individual model, with the Create
Individual builder.

SEE ALSO:
Create a Client or Prospect with the Individual Builder
Add Household Members and Relationships

Add Household Members and Relationships

Add members to a household, and relate businesses, trusts, and other people to the household
EDITIONS
members. Define how to summarize the members’ activity and financials at the household level.

Note: If you can’t add a client to more than one household, ask your Salesforce admin to Available in: Lightning
enable the multiple relationship groups custom setting. Experience

1. Do one of the following. Available in: Professional,

Enterprise, and Unlimited
• Create a Household from the Account Tab
Editions
• Create a Household from a Client Profile

11
Set Up Clients, Households, and Relationships Add Members to a Household

Add Members to a Household

Get a full picture of the client’s household by adding members.
1. In Create Relationship Group for Member Name, enter a client’s name, or click + New Contact.

For a new contact, do the following.

a. Select the Individual or Person Account record type, and click Next.
b. Enter the contact’s last name and other information.
c. Save the information.

2. Select the member’s role.

a. If the member is the primary household member, select Client. You can select more than one role for each member.
b. If the member is not the primary household member, select the member’s role relative to the primary household member’s role,
such as Dependent or Spouse.

3. If you want to roll up activities and objects for this member, select Primary Group.
Rollup items are summarized at the household level for all members who have this household as their primary group. Designating
a household as a primary group for a member enables you to add the member’s related businesses and trusts to the household. As
a member of the household, the related business or trust’s activities and objects are summarized at the household level.

4. If you enabled this household as a primary group for the member, select which activities and objects, such as financial accounts or
financial goals, to roll up when summarizing data at the household level.

12
Set Up Clients, Households, and Relationships Relate a Member’s Business or Trust to Their Household

Note: You can select more than one item for each member.

5. To designate this person as the primary household member, select Primary Member.
Designating a primary member is not required, but a household can have only one primary member.

6. To add another member to the household, click + Add Row, and enter the required information.

Relate a Member’s Business or Trust to Their Household

Capture a client’s related financial interests by adding details for their businesses and trusts.
1. In the section Do the Members Have Relationships With Other Accounts?, under Related Member, select a household member.

Note:
• To relate businesses or trusts to the member, this household must be the member’s primary household. Related business
and trust activities and objects can be summarized at the household level.
• You can add a business or trust to a member in only one primary group.

2. Under Member Role, select the role that describes how the member is associated with the related business or trust.
3. Under Account Name, select a member’s related business or trust or click + New Account and enter the details for the business or
trust.
4. Enable Add to Group to roll up the business’s or trust’s activities and objects to the household.
5. To relate another business or trust to the household, click + Add Row, and complete the information.

Relate a Member to Another Person

Capture a client’s full relationship network by adding people related to the client.
1. In the section Do the Members Have Relationships with Other People?, under Related Member, select a household member.
2. Under Member Role, select the related role that describes how the contact is associated with the related member.
3. Under Contact Name, select the member’s related contact or click + New Contact and enter the contact’s details.
4. To relate another person to a household member, click + Add Row, and complete the information.

Add an Extended Relationship to a Client or Household

Better visualize clients’ relationships with people outside of their household. Track the other
EDITIONS
professionals who advise clients about their financial lives. Also track clients’ affiliations with owned
businesses and other organizational entities. Available in: Lightning
Experience
Relate a Contact to a Client or Household
Available in: Professional,
Add a lawyer, accountant, or other professional as a related contact. If the business contact is Enterprise, and Unlimited
new, create a business account for the contact—every contact belongs to an account in Editions
Salesforce. Then associate the contact with a client or household by creating a contact for the
business account.
Relate a Business, Trust, or Another Household to a Household
Associate a business, trust, or another household with a household to track the full picture of a household’s relationships.

13
Set Up Clients, Households, and Relationships Relate a Contact to a Client or Household

Relate a Contact to a Client or Household

Add a lawyer, accountant, or other professional as a related contact. If the business contact is new,
EDITIONS
create a business account for the contact—every contact belongs to an account in Salesforce. Then
associate the contact with a client or household by creating a contact for the business account. Available in: Lightning
1. On the Accounts tab, click New. Experience
2. Create a Business account record for the firm that the contact works for. Available in: Professional,
If you’re adding a lawyer as the related contact, create an account record for the law firm. Enterprise, and Unlimited
3. On the Relationships tab of the client or household profile you want to add the contact, Editions

a. On the relationship map, click + Add Contact.

Alternatively, you can also add a contact from the Related Contacts section. In the Related Contacts section, click New.

4. For Contact, select the household member that the business contact is associated with.
The contact must be associated with a specific member, not with the household in general.

5. Click the Related Contact field. Select an existing contact, or click + New Contact. If it’s a new contact:
a. If requested, select the Business record type. Click Next.
b. Enter the contact’s last name, and select the account name that you created in the first step.
c. Save the contact record.

6. For Related Role, select the role that describes how the contact is associated with the client.
7. Save the related contact record.
The related contact appears on both the client and household profiles. The contact’s record detail page also shows the entities that the
contact has relationships with.

Relate a Business, Trust, or Another Household to a Household

Associate a business, trust, or another household with a household to track the full picture of a
EDITIONS
household’s relationships.
You can associate a business, trust, or another household only with a household entity, not with a Available in: Lightning
client. To track a client’s relationship with a business, trust, or another household, associate the Experience
entity with the client’s household.
Available in: Professional,
1. On the Relationships tab of the household profile, Enterprise, and Unlimited
a. On the relationship map, click + Add Account. Editions

Alternatively, you can also add an account from the Related Accounts section. In the Related
Accounts section, click New.

2. For Account, verify the name of the household that the account is associated with.
3. Click the Related Account field, and select an existing account, or click + New Account. Do the following for a new account.
a. If the related account is another household, select the Household record type. If the related account is a business or trust, select
the Business record type. Then click Next.
b. Enter the account’s name and other optional information.
c. Save the account record.

14
Set Up Clients, Households, and Relationships Relate a Business, Trust, or Another Household to a
Household

4. For Related Role, search for the role that describes how the account is associated with the household.
5. Save the related account record.

15
ACT ON FINANCIAL CLIENT RELATIONSHIPS WITH THE
ACTIONABLE RELATIONSHIP CENTER

Financial services industry success is built on developing and maintaining deep and trusted client
EDITIONS
relationships. The Actionable Relationship Center (ARC) gives you a one-stop visualization of your
relevant client relationships so you can act on new information. Available in: Lightning
Note: ARC must be enabled by your admin. If you don't see ARC on your client profiles, ask Experience
your admin to enable it. Learn more Available in: Professional,
With ARC, you can explore client relationship layers and related records, whether for B2C or B2B Enterprise, and Unlimited
contexts. Consider the following common financial services scenarios. Editions

B2C
A wealth advisor advises a high-net-worth client who invests in a charitable trust. The advisor can use ARC to see trusts and charities
within the context of the companies that the client’s family is invested in. And the advisor can also see the relationships of the client’s
relatives and their accounts.

B2B
An investment banker advises a large technology corporation that plans to make several acquisitions. The organization’s hierarchy
involves layers of subsidiaries, executive teams, and professional services contractors, such as law firms and accounting firms. The banker
can use ARC to organize all the information.

Get to Know ARC

ARC is your one-stop shop for visualizing and managing your client’s related accounts and contacts. Here’s what you must know to
get started.

16
Act on Financial Client Relationships with the Actionable Get to Know ARC
Relationship Center

Types of Relationships in ARC

ARC helps users understand relationships among people and businesses by presenting them in an interactive display component.
Each relationship type is displayed differently in the interactive ARC visualization.
ARC Integrations
Extend the functionality of ARC using integrations with other features. When available, these features appear in the ARC side panel.

Get to Know ARC

ARC is your one-stop shop for visualizing and managing your client’s related accounts and contacts.
EDITIONS
Here’s what you must know to get started.
Available in: Lightning
Navigate ARC Experience
You can access ARC from any account in the Financial Services Cloud, control how to view ARC, Available in: Professional,
and see your client’s details, all in one place. Enterprise, and Unlimited
Manage Client Records and Relationships Editions
Conveniently create and manage client records and relationships directly in ARC.

Navigate ARC
You can access ARC from any account in the Financial Services Cloud, control how to view ARC,
EDITIONS
and see your client’s details, all in one place.
Your view can differ depending on your personalization and any customization by your admin. Available in: Lightning
Experience

Access ARC Available in: Professional,

Enterprise, and Unlimited
Navigate to the account that you want to view. You can select an account from the Accounts tab Editions
in the navigation bar or you can search for an account by name in the search bar. Select the ARC
tab.

Control Your View of ARC

• To expand the visualization to a full-screen view, click Open Relationship Center (1).

17
Act on Financial Client Relationships with the Actionable Navigate ARC
Relationship Center

• To view the related lists of other information related to a record, turn on Show Related Lists (2). Links and details for associated
records are grouped within related lists. With some related lists, you can perform common tasks such as creating records or attaching
files.
• The map icon (3) indicates that you can expand the card to show other related cards. To expand the account’s related records, click
anywhere within the card.

View Record Details in ARC

The Details tab within the side detail panel displays record highlights and summaries. These can be customized by your admin. To expand
the detail panel, click the arrow on the right side of the ARC visualization.

18
Act on Financial Client Relationships with the Actionable Navigate ARC
Relationship Center

Use the Details tab to conveniently access the same quick actions that are available for the record type. To access quick actions, click the
arrow to expand the dropdown menu.

19
Act on Financial Client Relationships with the Actionable Manage Client Records and Relationships
Relationship Center

SEE ALSO:
Manage Client Records and Relationships
Types of Relationships in ARC
ARC Integrations
Key Terms

Manage Client Records and Relationships

Conveniently create and manage client records and relationships directly in ARC.
EDITIONS
Your view can differ depending on your personalization and any customization by your admin.
Available in: Lightning
You can conveniently manage client records and relationships directly from the ARC visualization
Experience
in the following ways.
Available in: Professional,
Create a Household in ARC Enterprise, and Unlimited
Editions
ARC makes creating households even easier by allowing you to create a household directly
from ARC’s visualization.
Create Records and Relationships in ARC
You can create records directly from the ARC visualization.
Edit a Record in ARC
You can edit records that appear in ARC directly on the ARC record card.
Edit or Delete a Relationship in ARC
You can edit records that appear in ARC directly on the ARC record card.

20
Act on Financial Client Relationships with the Actionable Manage Client Records and Relationships
Relationship Center

Add a Record to a Related List in ARC

You can view and add items to related lists associated with an account or household directly in ARC.

SEE ALSO:
ARC Integrations
Types of Relationships in ARC

Create a Household in ARC

ARC makes creating households even easier by allowing you to create a household directly from
EDITIONS
ARC’s visualization.
You can create a household from an account in ARC. Available in: Lightning
Experience
1. Navigate to the account you want to add to a household.
Available in: Professional,
Note: You can select an account from the Accounts tab in the navigation bar or you can
Enterprise, and Unlimited
search for an account by name in the search bar.
Editions
2. Select the ARC tab.
3. Find the Household card.
4. Click the New button on the top right of the card.
5. In the Account field, select + New Account.
6. Select Household.

7. Click Next, then enter the information for the household.

8. Click Save.

21
Act on Financial Client Relationships with the Actionable Manage Client Records and Relationships
Relationship Center

Create Records and Relationships in ARC

You can create records directly from the ARC visualization.
EDITIONS
1. On the account page, click the ARC tab.
Available in: Lightning
2. To select the type of relationship, click New. The available relationships depend on your admin’s
Experience
configuration settings.
Available in: Professional,
Enterprise, and Unlimited
Editions

3. To add a record, select either + New Account or + New Contact. To add an existing record, search for the account or contact name
by entering it into the respective field.
4. Select a record type.
5. Complete the required fields in the New Account form.

Edit a Record in ARC

You can edit records that appear in ARC directly on the ARC record card.
EDITIONS
1. Navigate to the record card for the record you want to edit.
Available in: Lightning
2. Click the dropdown arrow, and select Edit.
Experience

Available in: Professional,

Enterprise, and Unlimited
Editions

22
Act on Financial Client Relationships with the Actionable Manage Client Records and Relationships
Relationship Center

3. Change information on the record form as desired.

4. Make your changes, and click Save.

Edit or Delete a Relationship in ARC

You can edit records that appear in ARC directly on the ARC record card.
EDITIONS
1. In ARC, navigate to the relevant relationship card.
Available in: Lightning
2. Click the dropdown arrow.
Experience

Available in: Professional,

Enterprise, and Unlimited
Editions

3. To edit a relationship, select Edit Relationship, make your changes, and save.
4. To delete a relationship, select Remove Relationship.

Add a Record to a Related List in ARC

You can view and add items to related lists associated with an account or household directly in
EDITIONS
ARC.
1. In ARC, navigate to the account you want to add a related record to, and click the ARC tab. Available in: Lightning
Experience
2. If your related lists aren’t visible, enable the Show Related Lists toggle.
Available in: Professional,
Enterprise, and Unlimited
Editions

23
Act on Financial Client Relationships with the Actionable Manage Client Records and Relationships
Relationship Center

3. Find the Related List card that best suits the record you want to add, and click New.

Note: Your Related List options are the same options that appear on the Related tab of the record page. ARC shows up to 10
related lists, and the available options appear below the other ARC elements.

4. If the record is new, complete the standard form for the related list. If it’s an existing record, you can search for it in the form. For
example, to add an existing insurance policy to an account’s insurance policy related list, search for the policy number in the popup.

24
Act on Financial Client Relationships with the Actionable Types of Relationships in ARC
Relationship Center

5. Click Save.

Types of Relationships in ARC

ARC helps users understand relationships among people and businesses by presenting them in an
EDITIONS
interactive display component. Each relationship type is displayed differently in the interactive ARC
visualization. Available in: Lightning
ARC displays the following types of account relationships and other related records: Experience

Available in: Professional,

Account-Account Relationships (AARs) The relationship between businesses, Enterprise, and Unlimited
institutions, and groups. Editions
For example, a household can have AARs with
a law firm, hospital, accounting firm, or bank.
Relationships between accounts (AAR) are
categorized by the following predefined
Association Types:

25
Act on Financial Client Relationships with the Actionable ARC Integrations
Relationship Center

• Group: Indicates that an Account is a group that contains other

accounts. For example, a parent company account can have
a Group Relationship with one or more subsidiary accounts.
Or, a household can be a group with related members.
• Member: Indicates that the first account belongs to the second
account in some way. For example, a person account can be
a member of a household account.
• Peer: Indicates that the primary and secondary accounts are
related, but don’t contain or control each other. For example,
a business account can have a Peer relationship to another
business that is an important supplier.

Account-Contact Relationships (ACRs) The relationship between a person and a business or other account.
ACRs can aggregate contact details in a group account. Assign
roles to contacts in a group account, such as primary, spouse, and
dependent.
For example, a business can have an ACR with the person who acts
as the business’ vendor.

Contact-Contact Relationships (CCRs) The relationship between two people that aren’t within the same
household or account. CCR relationships help you develop referrals,
leads, and opportunities.
For example, the relationship between a borrower and a lender
can be a CCR.

ARC Integrations
Extend the functionality of ARC using integrations with other features. When available, these features
EDITIONS
appear in the ARC side panel.

Note: Your admin must configure these integrations. You don’t see these options if your Available in: Lightning
admin hasn’t configured them. Experience

• Compliant Data Sharing: Compliant data sharing allows an account or opportunity record owner Available in: Professional,
to share a record with other relevant users. Enterprise, and Unlimited
Editions
• Einstein Relationship Insights: Einstein Relationship Insights displays intelligent recommendations
from the web that enable you to expand your relationship networks within ARC. With ERI, you
can uncover hidden relationships, create records for valid recommendations, and dismiss invalid
recommendations.

26
Act on Financial Client Relationships with the Actionable ARC Integrations
Relationship Center

27
ENTER AND VIEW FINANCIAL DATA

Create records for clients’ financial accounts and their underlying holdings, assets, liabilities, and
EDITIONS
financial goals.
The types of financial accounts available vary between the Retail Banking and Wealth Management Available in: Lightning
apps. Also, your Salesforce admin can increase or restrict the types of accounts available. Experience

Available in: Professional,

Manually Add a Financial Account Enterprise, and Unlimited
Information for an investment account, bank account, or insurance policy is typically updated Editions
automatically from an external system. However, you can also manually create a financial
account.
View Financial Account Transactions
Use the financial account’s Related items to view its transactions.
View Financial Account Billing Statements
Use the financial account’s Related items to view its billing statements.
View Holdings Within an Investment Account
You can view the holdings of an investment account.
Add Holdings to an Investment Account
You can add purchase history and details about financial holdings in an investment account.
Manually Create Securities Records
Enter information about securities, such as stocks or bonds. While this data is typically updated automatically from external systems,
here’s how to enter a securities record manually.
Add an Asset or Liability
You can add information about tangible assets, such as real estate or collectibles, or liabilities, such as mortgages or loans.
Add a Financial Goal
Create a financial goal to track a client’s progress toward major purchases, retirement savings, or other life goals. You can only create
savings-oriented goals. You can’t create a goal for paying down a debt. You also can’t associate a goal with a specific financial account.
Add a Financial Account Role
Enter information about a client’s involvement with a financial account, such as joint owner, a beneficiary, or trustee.

Manually Add a Financial Account

Information for an investment account, bank account, or insurance policy is typically updated
EDITIONS
automatically from an external system. However, you can also manually create a financial account.
1. On the Financials (Retail Banking) or Financial Accounts (Wealth Management) tab of the client Available in: Lightning
or household profile, click New in the section for the account you want to create. Experience
2. Enter the relevant information. Available in: Professional,
The Primary Owner can be a household member or an organizational entity. It can’t be a Enterprise, and Unlimited
household. Editions

28
Enter and View Financial Data View Financial Account Transactions

For an investment account, if your firm manages or administers the account, select Managed. This setting rolls up the account
balance to the household's assets under management (AUM) field. If the account is an in-house product, make sure that Held
Away is not selected.

3. Save the information.

You can edit or delete a financial account from the Financials tab and Financial Accounts tab.
If you created the financial account from the client profile and the client’s financial account information is summarized at the
household level, the account is visible in the household profile. If the financial account is jointly owned, the full balance is displayed
in each account owner's profile.
However, if some or all account owners belong to the same household and their financial account summaries roll up to the primary
group, the balance is counted only once in the summary calculation.
If the primary owner is an organization, the balance is included in the client’s household rollup summary if Include in Group is
enabled on the organization's relationship with the client.

SEE ALSO:
Create a Wallet Share Opportunity

View Financial Account Transactions

Use the financial account’s Related items to view its transactions.
EDITIONS
1. On the Financials (Retail Banking) or Financial Accounts (Wealth Management) tab of the client
or household profile, click the name of the financial account you want to view. Available in: Lightning
Experience
2. On the Related tab, locate the Financial Account Transactions item.
3. If necessary, click View All to see all transactions. Available in: Professional,
Enterprise, and Unlimited
Editions

View Financial Account Billing Statements

Use the financial account’s Related items to view its billing statements.
EDITIONS
1. On the Financials (Retail Banking) or Financial Accounts (Wealth Management) tab of the client
or household profile, click the name of the financial account you want to view billing statements Available in: Lightning
for. Experience
2. On the Related tab, locate the Billing Statements item. Available in: Professional,
3. If necessary, click View All to see all statements. Enterprise, and Unlimited
Editions
4. To view a statement, click it.

View Holdings Within an Investment Account

You can view the holdings of an investment account.
• On the Financial Accounts tab of the client or household profile, click the arrow icon to the left of the investment account name to
expand the list of investments.

29
Enter and View Financial Data Add Holdings to an Investment Account

If you don’t see an icon, holdings information isn’t available.

SEE ALSO:
Add Holdings to an Investment Account

Add Holdings to an Investment Account

You can add purchase history and details about financial holdings in an investment account.
EDITIONS
To add a holding, the securities records must exist. If the securities record doesn’t exist, create it
before adding the holding. Available in: Lightning
Experience
1. On the Related tab of the client or household profile, click New in the Financial Holdings section.
2. Enter a name, such as Salesforce shares. Available in: Professional,
Enterprise, and Unlimited
3. Select the ticker symbol. Editions
4. Under Financial Account, select the investment account for this holding.
5. Enter purchase details.
6. Save the record.

SEE ALSO:
Manually Create Securities Records
View Holdings Within an Investment Account

Manually Create Securities Records

Enter information about securities, such as stocks or bonds. While this data is typically updated
EDITIONS
automatically from external systems, here’s how to enter a securities record manually.
Make sure that the securities data is entered before you add holdings for investment accounts. Available in: Lightning
Otherwise, you can’t specify that the security is part of a holding. Experience
1. From the navigation menu, open the Securities tab, and click New. Available in: Professional,
2. Enter the ticker symbol, securities name, and other relevant information. Enterprise, and Unlimited
Editions
3. Save the record.

Add an Asset or Liability

You can add information about tangible assets, such as real estate or collectibles, or liabilities, such
EDITIONS
as mortgages or loans.
1. On the Financials (Retail Banking), Financial Accounts (Wealth Management), or Related tab of Available in: Lightning
the client or household profile, click New in the Assets and Liabilities section. Experience
2. Select Asset or Liability. Available in: Professional,
3. Enter the information and save the record. Enterprise, and Unlimited
Editions

30
Enter and View Financial Data Add a Financial Goal

Add a Financial Goal

Create a financial goal to track a client’s progress toward major purchases, retirement savings, or
EDITIONS
other life goals. You can only create savings-oriented goals. You can’t create a goal for paying down
a debt. You also can’t associate a goal with a specific financial account. Available in: Lightning
1. On the Goals tab of the client or household profile, click New in the Goals Summary section. Experience
2. Enter a name for the goal. Available in: Professional,
3. Select the household member who is the goal’s primary owner. Enterprise, and Unlimited
Editions
4. Enter the relevant information and save the record.
If you created the goal from the client profile and the client’s goals are summarized at the
household level, the goal is also visible in the household profile.

You can edit or delete a goal in the Goals tab or the Related tab.

Add a Financial Account Role

Enter information about a client’s involvement with a financial account, such as joint owner, a
EDITIONS
beneficiary, or trustee.
1. On the Financials (Retail Banking) or Financial Accounts (Wealth Management) tab of the client Available in: Lightning
profile, click New in the Financial Account Roles section. Experience
2. Select the financial account and the role that describes the client’s involvement. Available in: Professional,
3. Enter the relevant information and save the record. Enterprise, and Unlimited
Editions
Note: On the Related tab of the client profile, you can see all the financial account roles
that the client has. The Related list includes the Primary Owner and Joint Owner roles,
which are created and updated automatically when you indicate that the client is a primary
or joint owner on a financial account record.

31
MANAGE CLIENT INTERACTIONS

It's easy to track tasks, client communications, and account-related issues.

EDITIONS

Create a Case from Financial Accounts Available in: Lightning

Create a case for questions, feedback, and other issues related to financial accounts. You can Experience
then track the case on the financial account or client profile page. Available in: Professional,
Track Client Interactions Enterprise, and Unlimited
Track tasks and events and log client communications to maintain a history of your client Editions
interactions.

Create a Case from Financial Accounts

Create a case for questions, feedback, and other issues related to financial accounts. You can then
EDITIONS
track the case on the financial account or client profile page.
1. From a client’s profile, click Financial Accounts. Available in: Lightning
Experience
2. Next to a financial account name, from the dropdown menu, select New Case.
Available in: Professional,
Enterprise, and Unlimited
Editions

3. Enter the information about the case.

4. Save your changes.
The case is associated with the client’s financial account.

32
Manage Client Interactions Track Client Interactions

SEE ALSO:
Set Up and Manage Cases in Service Cloud

Track Client Interactions

Track tasks and events and log client communications to maintain a history of your client interactions.
EDITIONS
1. On the client profile, go to the Activity tab.
Available in: Lightning
2. On the appropriate tab, schedule a task or event, send an email, or log a call.
Experience
If a client’s tasks or events are included in their household’s rollup summary, they are also
displayed on the household profile’s Activities Related List on the Related tab. Available in: Professional,
Consider the following when tracking client interactions. Enterprise, and Unlimited
Editions
• Your Salesforce admin can designate which activities affect the Last Interaction and Next
Interaction dates that you see on the client and household profiles. Ask your admin for details.
• You enter Last Review and Next Review dates manually. These dates are not calculated automatically based on a client’s review
frequency. Last Review and Next Review dates are not related to the client’s task or event dates, even if a task or event is a review
meeting.

SEE ALSO:
Tasks

33
TRACK LEADS AND OPPORTUNITIES

Quickly create wallet share opportunities, track prospects, and convert leads.
EDITIONS

Create a Wallet Share Opportunity Available in: Lightning

To track a wallet share opportunity, create an opportunity record for a financial account. Experience

Create a Lead Available in: Professional,

Create a lead record to track a prospect. Enterprise, and Unlimited
Editions
Convert a Lead to a Client
You can convert a lead record to a client record.

Create a Wallet Share Opportunity

To track a wallet share opportunity, create an opportunity record for a financial account.
EDITIONS
1. On the Financials (Retail Banking) or Financial Accounts (Wealth Management) tab on the client
profile, select the actions icon next to the name of the financial account. Available in: Lightning
Experience
2. Select New Opportunity (Wallet Share).
3. Enter the name and stage, adjust the close date if necessary, and add any other relevant details. Available in: Professional,
Enterprise, and Unlimited
4. Save the record. Editions

SEE ALSO:
Opportunities

Create a Lead
Create a lead record to track a prospect.
EDITIONS
1. From the navigation bar, go to the Leads list view, and click New.
Available in: Lightning
2. Select the appropriate lead record type, and click Next.
Experience
3. Enter the name, company name, lead status, and other relevant details.
Available in: Professional,
4. Save the information. Enterprise, and Unlimited
Editions
SEE ALSO:
Salesforce Help: Leads

34
Track Leads and Opportunities Convert a Lead to a Client

Convert a Lead to a Client

You can convert a lead record to a client record.
EDITIONS
1. On the lead detail page, click Convert.
Available in: Lightning
2. Click in Account Name, and select New Account.
Experience
3. Select the Individual record type, and click Next.
Available in: Professional,
4. Enter relevant details. Enterprise, and Unlimited
5. Save the new account. Editions
6. If you want to create an opportunity record associated with the converted lead, enter an
opportunity name.
7. Click Convert.
8. Close the confirmation message, or click Go to Leads to create more lead records.

35
USE FINANCIAL SERVICES CLOUD CRM ANALYTICS
SOLUTIONS

Financial Services Cloud offers you advanced analytics solutions based on CRM Analytics to help
EDITIONS
you grow and manage your business. CRM Analytics for Financial Services, a comprehensive set of
CRM Analytics dashboards, helps financial service executives and managers, advisors, and personal Available in: Lightning
bankers manage their books of business with insights about client goals and satisfaction, leads, and Experience
referrals. Client Segmentation App, which replaces the dashboards formerly available through the
Financial Services Cloud Advisor Analytics tab, helps financial advisors identify high-potential clients Available in: Professional,
for outreach. Enterprise, and Unlimited
Editions for an extra cost

CRM Analytics Apps for Financial Services Cloud

CRM Analytics for Financial Services, a comprehensive set of CRM Analytics dashboards, helps financial service executives and
managers, advisors, and personal bankers manage their books of business with insights about client goals and satisfaction, leads,
and referrals.
CRM Analytics Apps for Financial Services Cloud (Managed Package)
CRM Analytics for Financial Services, a comprehensive set of CRM Analytics dashboards, helps financial service executives and
managers, advisors, and personal bankers manage their books of business with insights about client goals and satisfaction, leads,
and referrals.

SEE ALSO:
Explore Data and Take Action with CRM Analytics
Track Client Interactions

CRM Analytics Apps for Financial Services Cloud

CRM Analytics for Financial Services, a comprehensive set of CRM Analytics dashboards, helps financial service executives and managers,
advisors, and personal bankers manage their books of business with insights about client goals and satisfaction, leads, and referrals.

Use Analytics for Wealth Management

Analytics for Wealth Management gives financial advisors, personal bankers, and managers a complete customer intelligence solution.
Use Consumer Banking Starter Analytics
The Consumer Banking Starter Analytics gets you started with a dashboard personal bankers can use to move clients up the value
chain.
Use Analytics for Retail Banking
Analytics for Retail Banking dashboards visualize all the metrics and key performance indicators (KPIs) personal bankers require to
grow client relationships.
Use Wealth Starter Analytics
The Wealth Starter Analytics app helps financial advisors get started fast analyzing the success of your financial services business.

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Use Financial Services Cloud CRM Analytics Solutions Use Analytics for Wealth Management

Use Analytics for Wealth Management

Analytics for Wealth Management gives financial advisors, personal bankers, and managers a
EDITIONS
complete customer intelligence solution.

Note: Administrators can set up your org with Analytics for Wealth Management by following Available in: Lightning
the steps in Deploy CRM Analytics for Financial Services. Experience

Available in: Professional,

Enterprise, and Unlimited
Editions for an extra cost

Analytics for Wealth Management’s prebuilt dashboards offer actionable insights about your book of business. They visualize the metrics
advisors can use to stay on top of client goals and satisfaction, leads, and referrals. Its license provides complete access to CRM Analytics
Plus platform features. It includes Einstein Discovery, which you use to create automated AI models on any dataset without writing code.
The CRM Analytics for Financial Services license also gives you access to the Analytics for Insurance, Analytics for Retail Banking, Consumer
Banking Starter Analytics, and Wealth Starter Analytics templates. Your Salesforce admin can create apps from them to help you take
the first steps of your Analytics journey.

Note: See Analytics Limitations in Salesforce Help to learn more about CRM Analytics Plus platform functionality.

Open the app.

•
From the app picker , select CRM Analytics Studio to open the CRM Analytics home page.
• Under Browse in the left column, select All Items.
• Select the Apps tab, then click your app to open it. If you can’t immediately find it, consult your Salesforce administrator to find out
the name they gave it when creating the app.
Click Dashboards to view all app dashboards. Click an element in any of the charts at the top of a dashboard page to see details in the
list view below the chart.
After clicking an element in a dashboard, you’ll see Modified and a revert icon at the top of the dashboard, next to its title, like this

. Click the revert icon to return the dashboard to its original state.
In dashboard pages with a details table, take action from the table by rolling the cursor over an item in the Name column. Then, click
the disclosure triangle at the right and select an action from the menu that appears.

Dashboards for Financial Advisors and Personal Bankers

View these dashboards by clicking Financial Advisor Home. Advisors and personal bankers start here for summary metrics about the
state of the business. Click Open Dashboard beneath the summaries to drill into details behind the summary metrics.

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Client Acquisition dashboard. Target high-opportunity leads for immediate action and provides insights into leads/referral sources,
conversion rates, and trending. Organized into these pages.
• What needs attention? Identifies leads that have stalled, or have had no activity, for immediate action.
• Lead/Referral Sources. Identifies high opportunity leads and referrals.
• Tracking leads/referrals. If the leads haven’t converted yet, visualizes what’s happened to leads and how far they’ve proceeded.
• Conversion. Shows the kinds of leads and referrals you’ve had most success with by product, time, and number of touches or activities.
• Lead pipeline trending. Provides insight into how leads have changed over time and flow of leads in and out of the pipe in between
those two snapshots. Select different dates in the filters at left to change the time period.
See additional detail on page 116.
Client Interactions dashboard. Identify clients who require immediate action and track and understand the results of client management
activities. Organized into these pages.
• Overview. Shows clients that have been neglected and their importance according to assets under management (AUM) or other
metrics. Also shows days since last contact with clients, clients whose AUM has dropped, and clients with overdue tasks.
• Activity History. Shows how an advisor has spent their time according to activity type and time period.
• Activity Outcomes. Shows the results of activities. Click any week to see clients that you met that week and metrics for those clients,
including AUM, deposits, wallet share, and assets under advisement.
See additional detail on page 118.
Events and Seminars dashboard. Track the performance of events and seminars. Start by visualizing attendance across events over time,
and then drill into event performance by costs, response rates, and conversion rates. Data comes from the Campaign object, where
campaign type is Event.
See additional detail on page 119.
My Book of Business dashboard. Start with an overview of your financial book of business and how it has changed over time. Includes
alerts to changes compared to last month, quarter, and year. Drill into data through these pages.
• Product Portfolio Mix. Provides insight into which products provide the opportunity to boost sales based on current and historic mix.
• Transactions. Shows the net inflow to and outflow from your portfolio and identifies clients who have added or withdrawn from
their accounts.
• Earnings and Fees. Visualizes advisor commissions and fees and revenues for the entire organization
See additional detail on page 113.
My Clients dashboard. Identify clients for appropriate action based on recency of interactions with them, attrition risk, or portfolio value.
Organized into these pages.
• Who needs my attention? Single out clients at risk of possible attrition or who need extra attention. Shows clients who have withdrawn
funds, lost funds in the market, or logged cases with customer service.
• Who are my top clients? Organizes specific clients based on their wallet share and length of relationship with the company so you
can see which ones require most attention.
• What demographics do I serve? Helps you better understand the profile of a typical client and high-net-worth clients. Categorizes
clients by net worth, length of relationship, geography, and other criteria.
• Are clients reaching their goals? Identify clients who need help with progressing toward their financial goals. Shows progress toward
goals by client type, percent completion of goals, and size of goals.
See additional detail on page 115.
My Households dashboard. Similar to My Clients, except focused on households. Not all metrics from accounts roll up to the household
level, so shows separate pages for only top households and demographics.
See additional detail on page 120.

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Sales Performance dashboard. Visualize progress toward sales goals over time. Organized into the pages.
• What needs my attention? Highlights high-value opportunities that require immediate action from the team. Shows opportunities
that have stayed in a stage longer than the average for the stage, and ones where there's no recent activity.
• Will I make my number? Shows your team's progress toward quota, including your target and the number of business days left in the
period. View quarter-over-quarter and year-over-year historic comparisons and select new or existing customers. View contributions
of individual team members by selecting them from the Advisor Name global filter at the top.
• What's in my pipeline? To help you zero in on high-opportunity segments of the pipeline, shows open pipe by stage, market segment,
and opportunity type. Also shows total open pipe and open deals.
• How has my pipeline changed? Trends your pipeline, showing how it has changed between two dates (for example, quarter to date)
for opportunities that are forecast to close within a specific time period. Change the Pipeline Start and End Date filter to view deals
for a preset period (year, quarter, month, and so on), or select a custom period.
• How can I win more deals? Visualizes how and why advisors, bankers, and managers can win more deals (or lose them) by market
segment and opportunity type, and over time.
See additional detail on page 120.

Dashboards for Executives and Managers

Managers and executives start here to evaluate the performance of the performance of advisors and bankers who report to them at the
team/office and regional levels. Team key performance indicators include assets under management, closed won business, and
leads/referrals. Click Open Dashboard beneath the summaries to drill into details behind the KPIs. The dashboards assume a structure
of State City Advisor, with filters for each category. You can customize them to reflect your own hierarchy if it’s different.
Team Book of Business dashboard. Provides a team view of the book of business. Organized into these pages.
• Team Leaderboard. The default page, ranking team members according to total AUM, total financial accounts, and new AUM.
• Regional View. Ranks performance by geographic location.
• Drivers of Success. View correlations between performance and activities. Select performance metrics such as $AUM or #Clients and
see the correlation with progress metrics related to any activity, lead, or opportunity.
• Comparative Trend. Review advisor progress over time so you can see how each team member performs in their first few months or
as compared to their peers.
• 1-on-1 Helper. Provides performance metrics and rankings for your personal bankers.
Team Sales Performance dashboard. Evaluate each advisor's performance with focus on whether they make their quotas. Rank team
members using three different metrics and track performance of each advisor for the quarter. And drill down to individual opportunities
in the details table. Select Opportunity Processing to evaluate advisor efficiency.
Team Client Acquisition dashboard. Evaluate advisor effectiveness at bringing new clients into the business. The main chart shows how
each team member’s leads progress through the pipeline. The secondary charts show conversion rates and number of touches required
to convert leads and referrals. Select Events and Seminars to view the effectiveness of those activities at a regional and office level
based on attendance, costs, conversion rates, and other KPIs.

Dashboards for Embedding

CRM Analytics for Financial Services includes dashboards that can be embedded and accessed in Lightning Experience pages. Your
Salesforce administrator can embed the dashboards for your organization.
Home. Intended for providing top-level metrics and insights to advisors through the Financial Services Cloud Wealth Management
application. It can be embedded anywhere you want to view CRM Analytics insights. It includes these tabs.

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• Current Clients. Shows key client metrics, such as number of clients, households, balances, and AUM, for the current and previous
month. Also displays clients with the larges and smallest AUM change over the past seven days.
• Growing My Business. Shows you the number of open leads/referrals and helps you determine if you can make your quarterly sales
numbers.
Financial Account. Shows an account’s history and assets under management, total financial assets, and client net worth. Intended for
access through a financial accounts record page.
Goal. Shows a client’s progress toward a financial goal, for example saving for college education or retirement. Includes the target amount,
percent completion, and elapsed time. Intended for access through a financial goals record page.
Lead & Referral. Intended for access through a lead or referral record page. Includes a carousel with four cards.
• Lead Source. Shows your success converting leads from a particular source. Includes the source of the lead and the percentage
completion rate of leads from that source. Also shows comparison to your average conversion rate for leads from all sources.
• Product Interest. Shows your success converting leads for a particular product.
• Is this lead/referral receiving enough attention? Shows length of time a lead has been open and activities for the lead compared
with activities for all leads.
• Is this lead/referral progressing as expected? Indicates whether a lead is ahead of or behind the overall conversion rate for all leads
from the source.

Opportunity. Intended for access through a product record page. Includes a carousel with three cards. Intended for access through a
product record page.
• Product Win Rate. Helps you gauge the opportunity for selling the product. Shows the win rate for a product in comparison to the
win rate for all your products. Also tells you the rank for that product’s win rate compared to all your products. (Shown for a 401 K.)
• Total Closed Business. Shows closed business for the product.
• Opportunity Progress: Age in Stage. Shows the progress of the opportunity through stages in your selling process.

Use the My Book of Business Dashboard

Financial advisers: Start with an overview of your financial book of business and how it has changed over time. Get alerts about
changes compared to last month, quarter, and year. And dig deeper to see which of your products are used the most, deposits and
withdrawals over time, and earnings by product and over time.
Use the My Clients Dashboard
Financial advisors can use this dashboard to identify clients for appropriate action based on recency of interactions with them,
attrition risk, or portfolio value. Start by viewing client activities that indicate they need attention from you. Then dig deeper to see
your top clients, profile your client population, and see if clients are reaching their financial goals.

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Use the Client Acquisition Dashboard

Target high-opportunity leads for immediate action and get insights into leads/referral sources, conversion rates, and trending.
Use the Client Interactions Dashboard
Financial advisors: Make sure you’re taking the actions that retain clients by getting instant insight into the results of your client
management activities. Learn how you’re spending time, see who’s overdue for attention, and understand which activities have the
most positive results. Use the dashboard’s KPIs to identify clients who need immediate action from you to keep them loyal and
satisfied.
Use the Events and Seminars Dashboard
Understand the impact of events and seminars on your business. Metrics across the top show top-level numbers for your events,
including average conversion rate and cost per conversion for event attendees and average attendance rate.
Use the My Households Dashboard
Identify households for appropriate action based on portfolio value. Start by viewing households by their wallet share and the length
of time they’ve worked with you. Dig deeper to view households sorted by their AUM category and size. Not all metrics from accounts
roll up to the household level, so the dashboard shows separate pages for top households and demographics.
Use the Sales Performance Dashboard
Visualize progress toward sales goals over time. Start by learning which opportunities could use your attention to move them along
the sales process. Then get insight into whether you’re going to be able to make your quota and evaluate your pipeline to learn
about opportunities you can accelerate. Finally evaluate ways to turn more opportunities into wins.
Use the Team Book of Business Dashboard
Provides a team view of the book of business. Start with a top-level view of total and per-client/per-advisor average assets under
management (AUM), value of accounts, number of clients, and average wallet share. Filter by city, state, and advisor to refine your
view. Then dive into details in the dashboard’s pages.
Analytics for Wealth Management Dashboard Glossary
Learn the contents and use of metrics, filters, and other common dashboard elements. Keep this glossary open in a separate window
as you use the dashboards.
Use the My Book of Business Dashboard
Financial advisers: Start with an overview of your financial book of business and how it has changed over time. Get alerts about
changes compared to last month, quarter, and year. And dig deeper to see which of your products are used the most, deposits and
withdrawals over time, and earnings by product and over time.
Use the My Clients Dashboard
Financial advisors can use this dashboard to identify clients for appropriate action based on recency of interactions with them,
attrition risk, or portfolio value. Start by viewing client activities that indicate they need attention from you. Then dig deeper to see
your top clients, profile your client population, and see if clients are reaching their financial goals.
Use the Client Acquisition Dashboard
Target high-opportunity leads for immediate action and get insights into leads/referral sources, conversion rates, and trending.
Use the Client Interactions Dashboard
Financial advisors: Make sure you’re taking the actions that retain clients by getting instant insight into the results of your client
management activities. Learn how you’re spending time, see who’s overdue for attention, and understand which activities have the
most positive results. Use the dashboard’s KPIs to identify clients who need immediate action from you to keep them loyal and
satisfied.
Use the Events and Seminars Dashboard
Understand the impact of events and seminars on your business. Metrics across the top show top-level numbers for your events,
including average conversion rate and cost per conversion for event attendees and average attendance rate.

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Use the My Households Dashboard

Identify households for appropriate action based on portfolio value. Start by viewing households by their wallet share and the length
of time they’ve worked with you. Dig deeper to view households sorted by their AUM category and size. Not all metrics from accounts
roll up to the household level, so the dashboard shows separate pages for top households and demographics.
Use the Sales Performance Dashboard
Visualize progress toward sales goals over time. Start by learning which opportunities could use your attention to move them along
the sales process. Then get insight into whether you’re going to be able to make your quota and evaluate your pipeline to learn
about opportunities you can accelerate. Finally evaluate ways to turn more opportunities into wins.
Use the Team Book of Business Dashboard
Provides a team view of the book of business. Start with a top-level view of total and per-client/per-advisor average assets under
management (AUM), value of accounts, number of clients, and average wallet share. Filter by city, state, and advisor to refine your
view. Then dive into details in the dashboard’s pages.
Analytics for Wealth Management Dashboard Glossary
Learn the contents and use of metrics, filters, and other common dashboard elements. Keep this glossary open in a separate window
as you use the dashboards.

SEE ALSO:
Consumer Banking Starter Analytics Template

Use the My Book of Business Dashboard

Financial advisers: Start with an overview of your financial book of business and how it has changed over time. Get alerts about changes
compared to last month, quarter, and year. And dig deeper to see which of your products are used the most, deposits and withdrawals
over time, and earnings by product and over time.

Note: For metrics definitions for this and other Analytics for Wealth Management dashboards, see the Analytics for Wealth
Management Dashboard Glossary. The glossary also defines the contents and use of global filters that appear along the top of
dashboards, most of which appear in multiple dashboards.

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Overview Page
The dashboard opens to the Overview page, which shows metrics that help you evaluate the condition of your book of business. Select
one of the key performance indicators (KPIs) on the left (#Clients, Total Financial Accounts, and so on) to trend it over a selected
period. Scroll down to see AUM vs. Held Away and Client Segmentation, and to learn which are your top clients and households.
Then click View Trend to see the trend for that metric in chart to the right. Here’s how to use other charts:
• Clients Trend chart to the right. Select a date range for the trend or select W, M, or Q to view trend by week, month, or quarter.
• Client Segmentation chart. Defaults to number of clients. Select Total $ to view by sum of balances for selected clients. Select
Avg $ to view by average sum of balances for selected clients.
• Who are my top clients and households? chart. Defaults to show AUM (assets under management). Change the filter selection
to view by another KPI, such as Held Away and Wallet Share.

Product Portfolio Mix Page

Provides insight into which products provide opportunities to boost sales, based on current and historic mix. Click a Product Family or
Product bar in the chart on top to view metrics for just that part of your product mix. Defaults to Total $, which shows the sum of
balances for selected clients. Select Avg $ to view by average sum of balances for selected clients. Select # to view by number of clients.
The Product Mix Over Time chart defaults to showing your product mix for all time. You can change that to a specific time period by
changing the Date Range filter.

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Transactions Page
View your portfolio inflow and outflow according to selections in the filters along the top. Defaults to showing the past 12 weeks. Click
M to view by month, Q to view by quarter. Also, see which clients have made large deposits and withdrawals. Select a transaction type
to focus on credits or debits, or change the date range to view changes during a specific time period. The page also shows the following:
• Top section
– Total Deposits. Sum of client deposit amounts.
– Total Withdrawals. Sum of client withdrawal amounts.
– Net. Total deposits - total withdrawals.

• Clients with Large Deposits and Withdrawals chart. Defaults to sorting from large to small withdrawals. Select Deposits to sort
from large to small deposits.

Earnings and Fees Page

Note: The charts on this page visualize data about fees and commissions from an external .CSV data file. If the dashboard doesn’t
render, consult your Salesforce administrator.
See revenues, commissions, fees, and earnings as percentage of AUM for the entire organization or a selected advisor, according to
selections from filters along top. Defaults to all time. Zero in on a specific time period by changing the Date Range filter. Charts show
the following:
• Earnings by Product chart. Shows revenue, commissions, fees, and earnings as percent of AUM for all your financial products.
• Earnings Over Time chart. Shows earnings over time. Defaults to 31 weeks. Focus on a time period by changing selection in Date
Range filter in the Earnings by Product chart.

SEE ALSO:
Import Earnings and Fees Data to CRM Analytics for Financial Services Apps

Use the My Clients Dashboard

Financial advisors can use this dashboard to identify clients for appropriate action based on recency of interactions with them, attrition
risk, or portfolio value. Start by viewing client activities that indicate they need attention from you. Then dig deeper to see your top
clients, profile your client population, and see if clients are reaching their financial goals.

Note: For metrics definitions for this and other Analytics for Wealth Management dashboards, see the Analytics for Wealth
Management Dashboard Glossary. The glossary also defines the contents and use of global filters that appear along the top of
dashboards, most of which appear in multiple dashboards.

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Who Needs My Attention? Page

The dashboard opens to this page, which lets you single out clients at risk of possible attrition or who needs extra attention. Set the
filters at left to see clients with large withdrawals or historically low AUM (because of market losses). Also quickly learn about clients who
have logged support cases or whose accounts you haven’t reviewed in a while. View the results by quarter or by year.
In the chart on the right, click any bar to view details for a client in the following Client List Detail table.

Who Are My Top Clients? Page

Organizes specific clients based on their wallet share and length of relationship with the company to help you prioritize who receives
your attention. Select Top 50, Top 100, or All to change the selection. Click a bubble in the chart to see details about the client in the
following table.

What Demographics Do I Serve? Page

Profiles typical clients and high-net-worth clients. Categorizes clients by net worth, length of relationship, geography, and other criteria.
In either the top or bottom chart groups, select # to view by number of clients or $ to view by asset totals. Click a chart element (bar,
map, circle segment) to view details in the following table.

Are Clients Reaching Their Goals? Page

Identify clients who need help with progressing toward their financial goals. Shows progress toward goals by client type, percent
completion of goals, and size of goals. Change Filter by % Complete selection to sort clients according to how far along they are in
achieving their goals. Change Years Until Target selection to sort by how long they have until they reach their goals. Click a bar or
bubble to view details in the following table.

Use the Client Acquisition Dashboard

Target high-opportunity leads for immediate action and get insights into leads/referral sources, conversion rates, and trending.

Note: For metrics definitions for this and other Analytics for Wealth Management dashboards, see the Analytics for Wealth
Management Dashboard Glossary. The glossary also defines the contents and use of global filters that appear along the top of
dashboards, most of which appear in multiple dashboards.

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Adjust the Rating and Lead and Referral Status filters at the top to zero in on your hottest leads. Change the time period for the Last
Activity filter to get more precise information about how your team is working with leads to close them.

What Needs Attention? Page

Opens to the What Needs Attention? page, which helps identify leads that have stalled or have had no activity for immediate action.
Click an element in the Who should I call today? chart and view leads in that category in the following Leads and Referrals Details
table. For example, click the bar for the highest amount in By Expected Value to view just the potentially most valuable leads in the
details table. Then help move the lead along by rolling the cursor over a name, clicking the disclosure triangle, and selecting an action
(New Task, New Event, Log a Call, and so on).

Lead/Referral Sources Page

Combines metrics about lead referral sources and your best referrers to help you identify the best opportunities. Click a section of the
Where do leads/referrals come from? chart to view best referrers for that source in Who are my best referrers?. Or click a bar in
Who are my best referrers? to see sources for that referrers leads in Where do leads/referrals come from?. Scroll down to get
specifics for each lead in the details table.

Tracking Leads/Referrals Page

See what’s happened to leads and how far they’ve proceeded if they haven’t converted yet. Click a bar in Select a created date and
then view status of leads from that period in Where are these leads now?. Or click an element in Where are these leads now? to
see when leads in that status were created. To expand the time period, select M (month) or Q (quarter).

Conversion Page
Shown previously. Follow the lead conversion process for your team. Chart at top-left shows your conversion rate over time. Top-right
chart shows the average days leads spend in stages of the conversion process, for example Creation to first touch. Charts below show
products with most successful conversion rates and the effect of the number of touches on conversion. Click a bar for a product to see
the number of touches for conversions for that product. To learn about products that take the fewest or most touches to convert, click
a bar in How many touches to convert? and view results for each product in Which product interests convert more?

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Lead Pipeline Trending Page

Choose a start and end date to trend data about leads between those two dates. The waterfall chart depicts the flow of leads in and out
of the pipe during the period you select.
Metrics for Waterfall Chart
• # Start. Number of open leads as of selected start date.
• # New Leads. Number of leads created between selected start and end dates.
• # Converted. Number of leads converted between selected start and end dates.
• # Disqualified. Number of leads disqualified between selected start and end dates.
• # End. Number of open leads as of selected end date.

Use the Client Interactions Dashboard

Financial advisors: Make sure you’re taking the actions that retain clients by getting instant insight into the results of your client
management activities. Learn how you’re spending time, see who’s overdue for attention, and understand which activities have the
most positive results. Use the dashboard’s KPIs to identify clients who need immediate action from you to keep them loyal and satisfied.

Note: For metrics definitions for this and other Analytics for Wealth Management dashboards, see the Analytics for Wealth
Management Dashboard Glossary. The glossary also defines the contents and use of global filters that appear along the top of
dashboards, most of which appear in multiple dashboards.

Overview Page
Shows clients that have been neglected and their importance according to AUM or other metrics. Also shows days since last contact
with clients, clients whose AUM has dropped, and clients with overdue tasks. Click a bubble representing a client in the top chart to
learn if they’re due immediate attention and for details to use when you contact them.

Activity History Page

Shows how an advisor has spent time according to activity type and time period. Chart on the left shows tasks according to type, chart
on the right total tasks by date. Select W to view activities by week, M to view by month, and Q to view by quarter. Click a bar to view
details about the task type or period in the following table.

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Activity Outcomes Page

Learn the results of your activities. Click a bar for a time frame to see clients that you met that period. Then view the impact of your
activities on those clients’ AUM, wallet share, assets under advisement, and deposits. Select W to view outcomes by week, M to view by
month, and Q to view by quarter. The following charts compare outcomes to the average for all clients. Change toggle to Top 20 to
compare outcomes to average for your top clients.

Use the Events and Seminars Dashboard

Understand the impact of events and seminars on your business. Metrics across the top show top-level numbers for your events, including
average conversion rate and cost per conversion for event attendees and average attendance rate.

Note: For metrics definitions for this and other Analytics for Wealth Management dashboards, see the Analytics for Wealth
Management Dashboard Glossary. The glossary also defines the contents and use of global filters that appear along the top of
dashboards, most of which appear in multiple dashboards.

Change filter selections at the top to view a segment of event attendees.

Click an Attendee Type bar in Seminar/Event Attendance to see the attendance over time for that type in the chart on the right.
Then scroll down to the details tables at the bottom to see details for the events and invitees for that type.
Chart in the middle shows the relationship between the cost of an event and conversion rate of attendees for the types of events you
hold. Select a bubble for the event type to see the impact of cost for that type of event on conversion. The details tables at the bottom
then show details for only that event type.
The following charts that show your best performing events according to the number of attendees, conversion rate, and cost of conversion.
Click a bar for an event type in any of the three charts and the other two charts also show only results for that type. Details tables at the
bottom also show events and attendees for only the selected type.

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Use the My Households Dashboard

Identify households for appropriate action based on portfolio value. Start by viewing households by their wallet share and the length
of time they’ve worked with you. Dig deeper to view households sorted by their AUM category and size. Not all metrics from accounts
roll up to the household level, so the dashboard shows separate pages for top households and demographics.

Note: For metrics definitions for this and other Analytics for Wealth Management dashboards, see the Analytics for Wealth
Management Dashboard Glossary. The glossary also defines the contents and use of global filters that appear along the top of
dashboards, most of which appear in multiple dashboards.

Who Are My Top Households? Page

The dashboard opens to this page, which organizes households based on their wallet share and length of relationship with the company.
The visualization helps you prioritize who receives your attention. Select Top 50, Top 100, or All to view clients in those categories. Click
a bubble in the chart to see details about the client in the following table.

What Household Demographics Do I Serve? Page

Profiles your households according to their AUM and size. Click a bar to view details about households with that profile in the following
table.

Use the Sales Performance Dashboard

Visualize progress toward sales goals over time. Start by learning which opportunities could use your attention to move them along the
sales process. Then get insight into whether you’re going to be able to make your quota and evaluate your pipeline to learn about
opportunities you can accelerate. Finally evaluate ways to turn more opportunities into wins.

Note: For metrics definitions for this and other Analytics for Wealth Management dashboards, see the Analytics for Wealth
Management Dashboard Glossary. The glossary also defines the contents and use of global filters that appear along the top of
dashboards, most of which appear in multiple dashboards.

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To view the performance of individual advisors, select a team member from the Advisor Name global filter at the top. You can also
view performance by stage, opportunity type and age, opportunity amount, and time period. Global filter selections persist across all
the dashboard’s pages.

What Needs My Attention? Page

The dashboard opens to the What Needs My Attention? Page, which highlights high-value opportunities that require immediate action
from the team. Shows opportunities that have stayed in a stage longer than the average for the stage, and ones where there's no recent
activity. Click an element of one of the top two charts to get the specifics about opportunities in that category in the Opportunities
Details table at the bottom.

Will I Make My Number? Page

Shows your team's progress toward quota, including your target and the number of business days left in the period. View
quarter-over-quarter and year-over-year historic comparisons. Roll cursor over a chart element for details for that date, and scroll down
to Opportunities Detail chart to see specifics for all open opportunities.

What's in My Pipeline? Page

Shown previously. To help you zero in on high-opportunity segments of the pipeline, shows open pipe by stage, market segment, and
opportunity type. Also shows total open pipe and open deals. Click an element in a chart at the top to see details about opportunities
in the following table.

How Has My Pipeline Changed? Page

Trends your pipeline, showing how it has changed between two dates (for example, quarter to date) for opportunities forecast to close
within a specific time period. Change the Pipeline Start and End Date filter to view deals for a preset period (year, quarter, month,
and so on), or select a custom period.
Metrics for Waterfall Chart
• Start. Value ($) of opportunities open at the start of selected period.
• New. Value ($) of opportunities created during selected period.
• Reopen. Value ($) of opportunities reopened during selected period.

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• Expanded. Total increase in value ($) of open opportunities whose value has increased and are scheduled to close during selected
period.
• Moved In. Value ($) of opportunities with close dates that shifted to close during selected period.
• Moved Out. Value ($) of opportunities with close dates originally within the selected period that shifted out of selected period.
• Reduce. Total decrease in value ($) of open opportunities whose value has decreased and are scheduled to close during selected
period.
• Closed Won. Value ($) of opportunities that are closed and won during selected period.
• Closed Lost. Value ($) of opportunities that are closed and lost during selected period.
• Today. Value ($) of opportunities open today or at the end of selected period.

How Can I Win More Deals? Page

Visualizations help you understand how to win more deals. Top charts compare won and lost opportunities and show your team’s win
rate over time. Use the following Understanding Win Rate chart to help understand what drives your win rate. Change the two
selections in the chart to see what factors combine to increase or decrease win rate. Click a bubble in Win Rate Mix and view results
for that combination in Deals Won/Lost. For example, the combination of a specific market segment (millennials, retirees, high net
worth, and so on) and an opportunity type (such as simple or complex) can result in a higher win rate. Look for opportunities with that
combination to increase your win rate.

Use the Team Book of Business Dashboard

Provides a team view of the book of business. Start with a top-level view of total and per-client/per-advisor average assets under
management (AUM), value of accounts, number of clients, and average wallet share. Filter by city, state, and advisor to refine your view.
Then dive into details in the dashboard’s pages.

Note: For metrics definitions for this and other Analytics for Wealth Management dashboards, see the Analytics for Wealth
Management Dashboard Glossary. The glossary also defines the contents and use of global filters that appear along the top of
dashboards, most of which appear in multiple dashboards.

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Team Leaderboard Page

Opens to the Team Leaderboard page and its leaderboard. Defaults to ranking members of your team by total AUM, total financial
accounts, and new AUM. View other metrics by making selections in the Choose Metric(s) filter. View details about each advisor in the
table below the leaderboard.
Metrics in Choose Metrics filter
• Total AUM. Total of assets under management.
• Total Financial Accounts. Sum of financial accounts for households.
• New Accounts AUM (QTD). Total of assets under management for accounts opened in current quarter.
• Total AUA. Total assets under advisement.
• # Clients. Total number of clients.
• # Households. Total number of households.
• Average AUM/Client. Sum of AUM / Number of clients.
• Average AUM/Household. Sum of AUM / Number of households.
• Average Wallet Share. Average wallet share

Regional View Page

Ranks performance by state and city. Defaults to measuring performance according to AUM. Use the Choose Metric filter to view
performance according to other metrics. Click an element from either the By State or Top Cities charts to view details about advisors
in those locales.

Drivers of Success Page

View correlations between various factors and performance. Use the filters at the top to select metrics for an activity, lead/referral, or
opportunity, a time period, and a KPI. Chart then shows you how the activity, lead/referral, or opportunity metric influences the selected
KPI for that time.
Metrics in first Explore the relationship between filter
• Activity: # Activities. Count of activities.
• Activity: # Meetings. Count of meetings.
• Activity: # Emails. Count of emails.
• Activity: # Calls. Count of calls.
• Lead/Referral: Average Days Until First Touch. Days between date of creation of lead and date of first activity.
• Lead/Referral: Average # Touches. Average touches per lead.
• Lead/Referral: Average Days Until Conversion. Average number of days between date of creation and date of conversion.
• Lead/Referral: Conversion Rate. Converted leads / Total leads.
• Opportunity: # of Opportunities Created. Count of opportunities.
• Opportunity: # of Opportunities Closed Won. Count of opportunities with status of Closed Won.
• Opportunity: Win Rate. Opportunities with status of Close Won / Opportunities
• Opportunity: Average Days Until Closed Won. Average of the opportunity age for opportunities with status of Closed Won.
• Client: Average # of Goals Per Client. Count of goals / Number of clients.
• Client: Average # of Financial Accounts. Count of financial accounts / Number of clients.

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Comparative Trend Page

Click a bar for advisors in the left-hand chart to view their performance over time in the right chart. Defaults to showing weekly performance
according to AUM. Change the selection in the Choose Metric filter to view performance by other metrics. Change the period for the
trend with the Date Range filter, or change the time segment from weekly to monthly by clicking M or Q.

1-on-1 Helper Page

Provides performance metrics and rankings for advisors on your team to help you get ready to coach them. Select an advisor from the
menu at top-center or click a bar next to their name in a chart to view KPIs for the advisor. KPIs include AUM, total value of financial
accounts, average wallet share, referral conversion rate, and more.

Analytics for Wealth Management Dashboard Glossary

Learn the contents and use of metrics, filters, and other common dashboard elements. Keep this glossary open in a separate window
as you use the dashboards.

Note: Partial listing. Includes metrics for the following dashboards:

• Client Acquisition
• Client Interactions
• My Book of Business
• My Clients
• My Households
• Sales Performance
Last update: November 7, 2019.

Global Filters
A subset of these filters appears across the top of the app’s dashboards depending on the dashboard’s contents. They’re listed alphabetically
here. Select one, many, or all values in each filter. The selection changes metrics across all parts of the dashboard you’re currently viewing.

Revert to default values by clicking the Return to Initial View icon to the right of the dashboard name.
• Account Name: Select the accounts you’d like to analyze.
• Active: Select whether the event(s) you view are active or not.
• Advisor Name: Shows the name of the current user of the app. For managers of advisors, this filter shows names of advisors they
manage. For advisors, selection is locked to themselves.
• Amount: Set the range for deal amounts.
• Date: Set a date range for client data.
• Event Date: Set period for events to view.
• Household Size: Set the range for the size of households you’d like to view.
• Investment Experience: Select clients by how experienced they are as investors.
• Investment Objectives: Select clients by their investment objectives.
• Last Activity: Set period for lead’s last activity to view only leads with activities during that time.
• Last Interaction: Set period for client’s last interaction to view only clients with interactions during that time.
• Lead and Referral Source: Select the sources for leads.
• Lead and Referral Status: Select status of leads in the closing process.

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• Length of Relationship: Set the range of time households have worked with you to view only households during that time.
• Marketing Segment: Values from Marketing Segment field in Account object.
• Next Review: Set period for next scheduled review to view only households set for review during that time.
• Opportunity Age: Set the range for age of opportunities.
• Opportunity Type: Select types of opportunities.
• Rating: Select lead rating.
• Record Type: Select a lead type.
• Seminar/Event Name: Select the seminars or events to view.
• Service Model: Select clients according to their service model.
• Stage: Select stages in the opportunity closing process.
• Type (Events and Seminars): Select the types of seminars or events type to view.

Metrics Glossary
Metrics for the CRM Analytics for Financial Services app appear in one or many dashboards, depending on the dashboards’ contents.
They are listed alphabetically here.
A-E
• Attainment (Quota): (Total amount of closed won opportunities/ My quota) * 10
• # Attended: Count of invitees to events defined by filter selections who responded to invitations.
• Average Time to Convert (Days): Average of days between creation and conversion dates for converted leads with status of Qualified
• Average # Touches to Convert: Average of activities to convert for converted leads with status of Qualified
• Avg Accounts/Client: Average number of accounts held by each client
• Avg Attendance Rate: Number of attended / Number of invited defined by filter selections
• Avg AUA/Household: Assets under advisement (AUA) / #Households
• Avg AUM/Household: Assets under management (AUM) / #Household
• Avg Conversion Rate: Number of converted / Number of attendees to events defined by filter selections
• Avg Cost / Conversion: Number of converted / Total seminar/event costs defined by filter selections
• Avg Products/Client: Average number of products used by each client
• Business Days Left: Number of days in quarter - Completed days in quarter
• #Clients: Number of clients based on selections in filters along top
• $ Closed Lost: Sum of amount of closed opportunities that have been lost
• $ Closed Won: Sum of amount of closed opportunities that have been won
• # Closed Lost: Sum of number of closed opportunities that have been lost
• # Closed Won: Sum of number of closed opportunities that have been won
• Conversion Rate: Converted leads / processed leads
• # Converted: Sum of won opportunities among attendees to events defined by filter selections
• Days Since Last Activity: Number of days between last activity and today
• Days > Historical Average: Number of days greater than the historical average for the stage that the opportunity has stayed in that
stage
• # Deals with Age > Avg in Stage: Count of open opportunities with age greater than historical average in stage
E-J

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• Expected Revenue: Amount of revenue from closed won opportunities plus revenue from open opportunities where probability of
winning is at least 90% probability
• External Referrers: Number of leads marked Referred by Contact
• # of Financial Accounts: Number of households based on selections in filters along top
• From Commission: Sum of commissions from clients
• From Fees: Sum of fees from clients
• Held Away: Sum of Held Away for selected accounts
• #Households: Number of households based on selections in filters along top
• Internal Referrers: Number of leads marked Referred by User
• # Invited: Count of invitees to events defined by filter selections
K-P
• My Quota: Sum of quota amount
• # No Activity Last 30 Days: Count of open opportunities with no activities for 30 days
• # Open Deals: Count of open opportunities.
• Open Leads/Referrals: Count of leads with status other than Closed–Not Converted or Qualified
• Overdue Tasks: Count of tasks that have not been completed. Data drawn from Task or Event objects where record is set to
type=task and days between start of task and today is greater than 0. Excludes Household record types
• Processed Leads/Referrals: Count of leads with status of Closed–Not Converted or Qualified
Q-Z
• Total Activities: Count of activities. Data drawn from households with Task or Event objects. Excludes Household record types
• Total Calls: Count of calls. Data drawn from Task or Event objects where record is set to type=call. Excludes Household record
types
• Total Closed Deals: Count of closed opportunities
• Total Closed Won: Sum of amounts of closed won opportunities
• Total Converted: Count of converted leads with status of Qualified
• Total Disqualified: Count of leads with status of Closed–Not Converted
• Total Earnings: Sum of commissions from clients + Sum of fees from clients
• Total Emails: Count of emails. Data drawn from Task or Event objects where record is set to type=email. Excludes Household
record types
• Total Financial Accounts: (My Book of Business) Sum of Balance field for clients selected using filters on top
• Total Leads/Referrals: Count of leads
• Total Open Deals: Sum of number of open opportunities
• Total Open Pipe: Sum of amount of open opportunities
• #Total Products: Number of financial account types based on filter selections
• Total Revenue: Sum of revenue from clients
• Total Seminar/Events Cost: Sum of actual cost of events defined by filter selections
• Total Sessions: Count of events defined by filter selections.
• Total Tasks: Count of tasks. Data drawn from households with Task or Event objects where record is set to type=task
• Under Advisement: Sum of Assets Under Advisement (AUA) for selected accounts.
• Under Management: Sum of Assets Under Management (AUM) for selected clients

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• Wallet Share: Sum of AUM for selected clients / (Sum of AUM for selected clients + Sum of Held Away for selected client)
• Win Rate: Value ($) of closed opportunities that have been won / Value ($) of all closed opportunities
• With Activity in 30 Days: Count of leads with status other than Closed–Not Converted or Qualified and with an activity in the last
30 days

Use Consumer Banking Starter Analytics

The Consumer Banking Starter Analytics gets you started with a dashboard personal bankers can use to move clients up the value chain.

Note: Consumer Banking Starter Analytics is included with CRM Analytics for Financial Services, which is available at an extra
charge for customers with Financial Services Cloud Basic or Standard licenses and the FSCAnalyticsPlus (CRM Analytics for Financial
Services) license. See Deploy CRM Analytics for Financial Services for complete deployment instructions.
The Consumer Banking Starter Analytics app helps personal bankers grow assets under management (AUM) and cross-sell financial
services products. Visualizations include client AUM, held away, and market share. You also get insight into referrals and opportunities
to help start new relationships.
1.
From the app picker , select Analytics Studio to open the CRM Analytics home page.
2. Under Browse in the left column, select All Items.
3. Select the Apps tab, then click Consumer Banking Starter Analytics. If you can’t immediately find it, consult your Salesforce administrator
to find out the name they gave it when creating the app.

The app’s Consumer Banking dashboard opens to the Client List page.
View the other pages by clicking the links across the top.
• Client List: Use this page to segment your client list according to key characteristics. View client market segments (high net worth,
gender, and so on) and the status of their relationships (active, prospect, dormant, and so on). You can also filter by individual client,
their risk tolerance, investment objectives, and financial interests. And view details about each of your clients, including the total
value of their financial accounts.

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• Referrals: Shows status of referrals over time, including the number created and converted, conversion rate, and the revenue
generated. You can also see if referrals have been contacted and if they’re close to converting to client status. Also, view the types
of services clients say they’re interested in.
• Opportunities: Use the metrics on this page to see the total pipeline value, closed won and lost business, and win rate. Also, see
details for each opportunity, including stage, amount, and forecast category.
• Activities: See breakdowns of your team’s activities. View metrics for activities according to their purpose (client retention, onboarding,
and prospecting) and type (such as call, meeting, email). Also see activities for each account.

Use Analytics for Retail Banking

Analytics for Retail Banking dashboards visualize all the metrics and key performance indicators (KPIs) personal bankers require to grow
client relationships.

Note: Analytics for Retail Banking is an open source app, and is not included as a part of CRM Analytics for Financial Services.

The app gives branch managers and retail bankers full visibility into customers, deposits, leads, referrals, and branch activity. Regional
managers and personal bankers can also take advantage of insights from the dashboards to increase loans and deposits as well as
customer satisfaction. Key performance indicators also help you build your retail banking business by increasing higher referral conversions,
accelerating loan applications, and building customer retention.
To open the app:
1.
From the app picker , select CRM Analytics Studio to open the CRM Analytics home page.
2. Under Browse in the left column, select All Items.
3. Select the Apps tab, then click your app to open it. If you can’t immediately find it, consult your Salesforce administrator to find out
the name they gave it when creating the app.
4. Click Run App. The app opens to the Retail Banking Home dashboard, which provides summary views of your customers, activities,
and fees and charges.
5. Click the Open Dashboard links beneath each summary chart to see details.

Example:

Analytics for Retail Banking Dashboard

Analytics for Retail Banking Dashboards

Analytics for Retail Banking dashboards give you insights into customers, deposits, leads, referrals, and branch activity.

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Use Financial Services Cloud CRM Analytics Solutions Use Analytics for Retail Banking

Analytics for Retail Banking Dashboards

Analytics for Retail Banking dashboards give you insights into customers, deposits, leads, referrals, and branch activity.

Analytics for Retail Banking Dashboards

Analytics for Retail Banking dashboards give you insights into customers, deposits, leads, referrals, and branch activity.
You can access the Analytics for Retail Banking app and its dashboards through CRM Analytics Studio.

Retail Banking Home Dashboard

The Retail Banking Home dashboard gives you a summary of KPIs about your customers. You can see the count of customers, the number
of activities associated with the customers, and the total value of fees charged to the customers.

My Customers Dashboard
The My Customers dashboard identifies the customers who need your attention. The dashboards answer these questions:
• Who needs my attention?
Indicates customers who are at risk of attrition by showing how much the customers withdraw and how many cases are associated
with the customers' accounts.

• Who are my top customers?

Breaks out customers by the value of their deposits and the length of the customers' association with your company.

• What demographics do I serve?

Segments your customers by market segment, such as net worth and sex, category (level of service, such as gold and silver), and
age.

My Activities Dashboard
The My Activities dashboard tracks your activities and evaluates the value of your work on behalf of clients by using the metrics on the
dashboard's two pages. The dashboards answer these questions:
• Who am I spending my time with?
Shows total activities, total calls, emails, and other actions. Also shows how you balance your time between low- and high-value
clients and the purposes of your actions.

• What am I spending my time doing?

Shows the count of your activities over time for the past two years.

Fees and Charges Dashboard

The Fees and Charges dashboard shows details about the fees charged to your clients. You can use filters to sort metrics by banker, fee
types, reversed fees, fee amounts, and period. The dashboards answer these questions:
• What fees were charged?
Shows the amount charged as fees over time and the fee amount that was reversed based on selected filters.

• Which customers were charged?

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Shows the type of customers who paid the most fees based on the balance size and how many times the customers were charged.
You can also see the total balance, fee amounts, and percent of reversed fees for each client.

Customer Acquisition Dashboard

The Customer Acquisition dashboard provides input about the clients who need attention by reviewing client accounts according to
activity level, age, and expected value. Use filters to look at client accounts according to banker, record type, status, rating, and source.
The dashboards answer these questions:
• What’s the source of the lead or referral?
See the sources of your leads, such as partner referral and phone inquiry. Also learn about your best referrers so that you can focus
on promising leads.

• What’s the status of leads or referrals?

Learn the status of leads that started on a selected date.

• What’s the overall lead conversion rate and processing time?

Focus on a single banker by setting the Banker Name filter.

• What’s the trend in Lead Pipeline ?

Visualize your lead pipeline for a selected period. Includes beginning and end lead totals, and the number of leads added, converted,
and disqualified.

My Referrals Dashboard
The My Referrals dashboard gives insights into how you can increase referral conversion. Find out how your referrals impact the business
by learning the referral's conversion rate and the amounts of balances and loans coming from the referrals. Also find out which recipients
of your referrals are most likely to convert the referrals.

Branch Management Dashboard

The Branch Management dashboard provides a comprehensive view of your employees’ activities at different branches. From this
dashboard, you see the clients, the total balance, the lead conversion, and the closed wins for employees at all your branch locations.
These insights can be used to improve branch operations and see how the expertise of employees is distributed across branches.

Branch Unit Related Record Analysis Dashboard

The Branch Unit Related Record Analysis dashboard provides insights to identify the branches and bankers who create the maximum
and minimum leads and opportunities. You can get the branch-wise count of records created or updated, the count of records in each
category, the reasons for the update, and the leader-boards that identify the top-performing bankers and branches. Use these insights
to quickly identify the branches with a high volume of activity and to plan your resources accordingly.

Interest Tags Dashboard

The Interest Tags dashboard provides insights into your customers' area of interest by analyzing the interest tags associated with the
customers in each category and segment. You can identify the most popular interest tag selected by customers in each category or
quickly note the unique interests of your high-value customers. By using these data-driven insights, you can personalize the marketing
campaigns, offers, and customer interactions and build better relationships with your customers.

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Use Financial Services Cloud CRM Analytics Solutions Use Wealth Starter Analytics

Use Wealth Starter Analytics

The Wealth Starter Analytics app helps financial advisors get started fast analyzing the success of your financial services business.

Note: Wealth Starter Analytics is included with CRM Analytics for Financial Services, which is available at an extra charge for
customers with Financial Services Cloud Basic or Standard licenses and the FSCAnalyticsPlus (CRM Analytics for Financial Services)
license. See Deploy CRM Analytics for Financial Services for complete deployment instructions.

The app dashboard’s prebuilt visualizations provides actionable insights to help you deepen client relationships and increase assets
under management (AUM). Align your actions with current client goals, engage new clients using the proper channels, and segment
clients so you can provide personalized services to them.
1. Open the app.
2.
From the app picker , select CRM Analytics Studio to open the CRM Analytics home page.
3. Under Browse in the left column, select All Items.
4. Select the Apps tab, then click your app to open it. If you can’t immediately find it, consult your Salesforce administrator to find out
the name they gave it when creating the app.
The app opens to its My Book of Business dashboard, which shows a wealth of data visualizations about your business interactions.
Summary metrics include Total Assets, AUM, Held Away, and Wallet Share. Filter them by account, risk tolerance, investments objectives,
and financial interests. The dashboard includes five views, each of them letting you dig deep into your business metrics.
• Accounts (shown). Toggle between accounts and holdings. View accounts by market category, segment, and status.
• Client Interactions. View activities and engagements by status and type as well as according to whether they’re completed or
upcoming. Also see if interactions relate to onboarding, retention, or prospecting.
• My Pipeline. View the pipeline by stage and forecast category and see list of all opportunities. Also review forecast, win rate, and
closed won business.
• Cases. View case status as well accounts with cases according to AUM and days since case creation.
• Marketing Programs. View campaigns sorted by value or size, type, and status. Also see list of campaign members and clients and
prospects to campaigns.

CRM Analytics Apps for Financial Services Cloud (Managed Package)

CRM Analytics for Financial Services, a comprehensive set of CRM Analytics dashboards, helps financial service executives and managers,
advisors, and personal bankers manage their books of business with insights about client goals and satisfaction, leads, and referrals.

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Use Financial Services Cloud CRM Analytics Solutions Use Consumer Banking Starter Analytics

Use Consumer Banking Starter Analytics

The Consumer Banking Starter Analytics gets you started with a dashboard personal bankers can use to move clients up the value
chain.
Use Analytics for Retail Banking
Analytics for Retail Banking dashboards visualize all the metrics and key performance indicators (KPIs) personal bankers require to
grow client relationships.
Use Wealth Starter Analytics
The Wealth Starter Analytics app helps financial advisors get started fast analyzing the success of your financial services business.
Use CRM Analytics for Insurance
The insurance-specific analytics for Financial Services Cloud (FSC), a comprehensive set of CRM Analytics dashboards, offers insurance
executives and managers insights into their book of business and identifies opportunities to improve sales.
Use Analytics for Wealth Management
Analytics for Wealth Management gives financial advisors, personal bankers, and managers a complete customer intelligence solution.

Use Consumer Banking Starter Analytics

The Consumer Banking Starter Analytics gets you started with a dashboard personal bankers can use to move clients up the value chain.

Note: Consumer Banking Starter Analytics is included with CRM Analytics for Financial Services, which is available at an extra
charge for customers with Financial Services Cloud Basic or Standard licenses and the FSCAnalyticsPlus (CRM Analytics for Financial
Services) license. See Deploy CRM Analytics for Financial Services for complete deployment instructions.
The Consumer Banking Starter Analytics app helps personal bankers grow assets under management (AUM) and cross-sell financial
services products. Visualizations include client AUM, held away, and market share. You also get insight into referrals and opportunities
to help start new relationships.
1.
From the app picker , select Analytics Studio to open the CRM Analytics home page.
2. Under Browse in the left column, select All Items.
3. Select the Apps tab, then click Consumer Banking Starter Analytics. If you can’t immediately find it, consult your Salesforce administrator
to find out the name they gave it when creating the app.

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Use Financial Services Cloud CRM Analytics Solutions Use Analytics for Retail Banking

The app’s Consumer Banking dashboard opens to the Client List page.
View the other pages by clicking the links across the top.
• Client List: Use this page to segment your client list according to key characteristics. View client market segments (high net worth,
gender, and so on) and the status of their relationships (active, prospect, dormant, and so on). You can also filter by individual client,
their risk tolerance, investment objectives, and financial interests. And view details about each of your clients, including the total
value of their financial accounts.
• Referrals: Shows status of referrals over time, including the number created and converted, conversion rate, and the revenue
generated. You can also see if referrals have been contacted and if they’re close to converting to client status. Also, view the types
of services clients say they’re interested in.
• Opportunities: Use the metrics on this page to see the total pipeline value, closed won and lost business, and win rate. Also, see
details for each opportunity, including stage, amount, and forecast category.
• Activities: See breakdowns of your team’s activities. View metrics for activities according to their purpose (client retention, onboarding,
and prospecting) and type (such as call, meeting, email). Also see activities for each account.

Use Analytics for Retail Banking

Analytics for Retail Banking dashboards visualize all the metrics and key performance indicators (KPIs) personal bankers require to grow
client relationships.

Note: Analytics for Retail Banking is an open source app, and is not included as a part of CRM Analytics for Financial Services.

The app gives branch managers and retail bankers full visibility into customers, deposits, leads, referrals, and branch activity. Regional
managers and personal bankers can also take advantage of insights from the dashboards to increase loans and deposits as well as
customer satisfaction. Key performance indicators also help you build your retail banking business by increasing higher referral conversions,
accelerating loan applications, and building customer retention.
To open the app:
1.
From the app picker , select CRM Analytics Studio to open the CRM Analytics home page.

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Use Financial Services Cloud CRM Analytics Solutions Use Analytics for Retail Banking

2. Under Browse in the left column, select All Items.

3. Select the Apps tab, then click your app to open it. If you can’t immediately find it, consult your Salesforce administrator to find out
the name they gave it when creating the app.
4. Click Run App. The app opens to the Retail Banking Home dashboard, which provides summary views of your customers, activities,
and fees and charges.
5. Click the Open Dashboard links beneath each summary chart to see details.

Example:

Analytics for Retail Banking Dashboard

Analytics for Retail Banking Dashboards

Analytics for Retail Banking dashboards give you insights into customers, deposits, leads, referrals, and branch activity.
Analytics for Retail Banking Dashboards
Analytics for Retail Banking dashboards give you insights into customers, deposits, leads, referrals, and branch activity.

Analytics for Retail Banking Dashboards

Analytics for Retail Banking dashboards give you insights into customers, deposits, leads, referrals, and branch activity.
You can access the Analytics for Retail Banking app and its dashboards through CRM Analytics Studio.

Retail Banking Home Dashboard

The Retail Banking Home dashboard gives you a summary of KPIs about your customers. You can see the count of customers, the number
of activities associated with the customers, and the total value of fees charged to the customers.

My Customers Dashboard
The My Customers dashboard identifies the customers who need your attention. The dashboards answer these questions:
• Who needs my attention?
Indicates customers who are at risk of attrition by showing how much the customers withdraw and how many cases are associated
with the customers' accounts.

• Who are my top customers?

Breaks out customers by the value of their deposits and the length of the customers' association with your company.

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Use Financial Services Cloud CRM Analytics Solutions Use Analytics for Retail Banking

• What demographics do I serve?

Segments your customers by market segment, such as net worth and sex, category (level of service, such as gold and silver), and
age.

My Activities Dashboard
The My Activities dashboard tracks your activities and evaluates the value of your work on behalf of clients by using the metrics on the
dashboard's two pages. The dashboards answer these questions:
• Who am I spending my time with?
Shows total activities, total calls, emails, and other actions. Also shows how you balance your time between low- and high-value
clients and the purposes of your actions.

• What am I spending my time doing?

Shows the count of your activities over time for the past two years.

Fees and Charges Dashboard

The Fees and Charges dashboard shows details about the fees charged to your clients. You can use filters to sort metrics by banker, fee
types, reversed fees, fee amounts, and period. The dashboards answer these questions:
• What fees were charged?
Shows the amount charged as fees over time and the fee amount that was reversed based on selected filters.

• Which customers were charged?

Shows the type of customers who paid the most fees based on the balance size and how many times the customers were charged.
You can also see the total balance, fee amounts, and percent of reversed fees for each client.

Customer Acquisition Dashboard

The Customer Acquisition dashboard provides input about the clients who need attention by reviewing client accounts according to
activity level, age, and expected value. Use filters to look at client accounts according to banker, record type, status, rating, and source.
The dashboards answer these questions:
• What’s the source of the lead or referral?
See the sources of your leads, such as partner referral and phone inquiry. Also learn about your best referrers so that you can focus
on promising leads.

• What’s the status of leads or referrals?

Learn the status of leads that started on a selected date.

• What’s the overall lead conversion rate and processing time?

Focus on a single banker by setting the Banker Name filter.

• What’s the trend in Lead Pipeline ?

Visualize your lead pipeline for a selected period. Includes beginning and end lead totals, and the number of leads added, converted,
and disqualified.

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My Referrals Dashboard
The My Referrals dashboard gives insights into how you can increase referral conversion. Find out how your referrals impact the business
by learning the referral's conversion rate and the amounts of balances and loans coming from the referrals. Also find out which recipients
of your referrals are most likely to convert the referrals.

Branch Management Dashboard

The Branch Management dashboard provides a comprehensive view of your employees’ activities at different branches. From this
dashboard, you see the clients, the total balance, the lead conversion, and the closed wins for employees at all your branch locations.
These insights can be used to improve branch operations and see how the expertise of employees is distributed across branches.

Branch Unit Related Record Analysis Dashboard

The Branch Unit Related Record Analysis dashboard provides insights to identify the branches and bankers who create the maximum
and minimum leads and opportunities. You can get the branch-wise count of records created or updated, the count of records in each
category, the reasons for the update, and the leader-boards that identify the top-performing bankers and branches. Use these insights
to quickly identify the branches with a high volume of activity and to plan your resources accordingly.

Interest Tags Dashboard

The Interest Tags dashboard provides insights into your customers' area of interest by analyzing the interest tags associated with the
customers in each category and segment. You can identify the most popular interest tag selected by customers in each category or
quickly note the unique interests of your high-value customers. By using these data-driven insights, you can personalize the marketing
campaigns, offers, and customer interactions and build better relationships with your customers.

Use Wealth Starter Analytics

The Wealth Starter Analytics app helps financial advisors get started fast analyzing the success of your financial services business.

Note: Wealth Starter Analytics is included with CRM Analytics for Financial Services, which is available at an extra charge for
customers with Financial Services Cloud Basic or Standard licenses and the FSCAnalyticsPlus (CRM Analytics for Financial Services)
license. See Deploy CRM Analytics for Financial Services for complete deployment instructions.

The app dashboard’s prebuilt visualizations provides actionable insights to help you deepen client relationships and increase assets
under management (AUM). Align your actions with current client goals, engage new clients using the proper channels, and segment
clients so you can provide personalized services to them.

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1. Open the app.

2.
From the app picker , select CRM Analytics Studio to open the CRM Analytics home page.
3. Under Browse in the left column, select All Items.
4. Select the Apps tab, then click your app to open it. If you can’t immediately find it, consult your Salesforce administrator to find out
the name they gave it when creating the app.
The app opens to its My Book of Business dashboard, which shows a wealth of data visualizations about your business interactions.
Summary metrics include Total Assets, AUM, Held Away, and Wallet Share. Filter them by account, risk tolerance, investments objectives,
and financial interests. The dashboard includes five views, each of them letting you dig deep into your business metrics.
• Accounts (shown). Toggle between accounts and holdings. View accounts by market category, segment, and status.
• Client Interactions. View activities and engagements by status and type as well as according to whether they’re completed or
upcoming. Also see if interactions relate to onboarding, retention, or prospecting.
• My Pipeline. View the pipeline by stage and forecast category and see list of all opportunities. Also review forecast, win rate, and
closed won business.
• Cases. View case status as well accounts with cases according to AUM and days since case creation.
• Marketing Programs. View campaigns sorted by value or size, type, and status. Also see list of campaign members and clients and
prospects to campaigns.

Use CRM Analytics for Insurance

The insurance-specific analytics for Financial Services Cloud (FSC), a comprehensive set of CRM Analytics dashboards, offers insurance
executives and managers insights into their book of business and identifies opportunities to improve sales.
The CRM Analytics templates are:
• For FSC Insurance:
– Analytics for Insurance template
– Einstein Discovery for Insurance Analytics template
– FSC Insurance Analytics Fast Start template

• For FSC Vlocity Insurance:

– Insurance Claims and Policy Analytics template
– Policy Renewal Prediction template

Analytics for Insurance

The Analytics for Insurance app gives agents and managers insights on their sales performance, team’s performance, leads and
opportunities. Agents can grow written premiums by using app dashboards to segment the customer base and get insights on
upsell/cross-sell opportunities.

Note: Available at an extra cost for customers with Financial Services Cloud Basic or Standard licenses and the FSCAnalyticsPlus
(CRM Analytics for Financial Services) license.
For complete deployment instructions, see Deploy Tableau CRM for Financial Services
For more information on Analytics for Insurance dashboards, see Use Analytics for Insurance.

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Einstein Discovery for Insurance Analytics

The Einstein Discovery for Insurance Analytics app gives smart insights on the likelihood of policy renewals.
You can create and use Einstein Discovery for Insurance Analytics App only if the Financial Services Cloud managed package is installed
in Salesforce. For complete deployment instructions, see Deploy Tableau CRM for Financial Services.
For more information on Einstein Discovery for Insurance Analytics app, see Einstein Discovery for Insurance Analytics Dashboards.

FSC Insurance Analytics Fast Start

The FSC Insurance Analytics Fast Start app gives the Financial Services Cloud customers a quick way to apply the power of CRM Analytics
to the data in their Book of Business. Use the FSC Insurance Analytics Fast Start dashboards to analyze the Book of Business and identify
cross-sell opportunities in the existing customer base.

Note: Available at an extra cost for customers with Financial Services Cloud Basic or Standard licenses and the FSCAnalyticsPlus
(CRM Analytics for Financial Services) license.
For complete deployment instructions, see Deploy Tableau CRM for Financial Services
For more information on FSC Insurance Analytics Fast Start dashboards, see Use FSC Insurance Analytics Fast Start.

Insurance Claims and Policy Analytics

Insurance Claims and Policy Analytics app gives you actionable insights to effectively manage your claims, quotes, and policies.

Note: Available at an extra charge for Vlocity customers with Financial Services Cloud Basic or Standard licenses and the
FSCAnalyticsPlus (CRM Analytics for Financial Services) license.
Insurance Claims and Policy Analytics app is available only to Vlocity users. To give integration users access to all the fields that are used
in the Insurance Claims and Policy Analytics app, assign the integration user with the Vlocity Insurance license. For complete deployment
instructions, see Deploy Tableau CRM for Financial Services.
For more information on Insurance Claims and Policy Analytics dashboards, see Use Insurance Claims and Policy Analytics.

Policy Renewal Prediction

The Policy Renewal Prediction app gives you smart insights on the likelihood of policy renewals. With the dashboards, you can identify
the policies that need attention and devise strategies to retain customers.

Note: Available at an extra charge for Vlocity customers with Financial Services Cloud Basic or Standard licenses and the
FSCAnalyticsPlus (CRM Analytics for Financial Services) license.
Policy Renewal Prediction app is available only to Vlocity users. To give the integration users access to all the fields used in the Policy
Renewal Prediction app, assign the integration user with the Vlocity Insurance license.For complete deployment instructions, see Deploy
Tableau CRM for Financial Services.
For more information on Policy Renewal Prediction dashboards, see Use Policy Renewal Prediction on page 107.

Use Analytics for Insurance

Analytics for Insurance dashboards give insurance agents and managers a complete customer intelligence solution.

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Use FSC Insurance Analytics Fast Start

The FSC Insurance Analytics Fast Start app is a quick stop for agents and managers to get insights into their book of business and to
identify opportunities to improve sales. The dashboards provide accurate insights on the historical trends of Policies and Gross
Written Premium over time. The dashboards also provide insights to identify opportunities to cross-sell policies to existing customers
based on KPIs such as Gross Written Premium, Policy Type, Tenure, and Life Events.
Use Analytics for Vlocity Insurance
CRM Analytics for Vlocity Insurance includes the Insurance Claims and Policy Analytics app and Policy Renewal Prediction app. Use
the Insurance Claims and Policy Analytics app to get actionable insights into claims management and policy administration. With
the Insurance Claims and Policy Analytics dashboards, claim handlers and producers can prioritize tasks, claims, quotes, and policies
that need immediate attention to improve customer satisfaction.

Use Analytics for Insurance

Analytics for Insurance dashboards give insurance agents and managers a complete customer intelligence solution.

Note: CRM Analytics for Insurance is included with CRM Analytics for Financial Services, which is available at an extra charge for
customers with Financial Services Cloud Basic or Standard licenses and the FSCAnalyticsPlus (CRM Analytics for Financial Services)
license. See Deploy CRM Analytics for Financial Services for complete deployment instructions.
The Analytics for Insurance app powers agents with practical insights on their sales performance and enables them to be more efficient
in sales execution. They can grow written premiums by using app dashboards to segment the customer base and get insights on
upsell/cross-sell opportunities. And the app powers managers with insights on their team’s performance and what makes the top
performers different to help them coach team members.
1. Open the app.
2.
From the app picker , select CRM Analytics Studio to open the CRM Analytics home page.
3. Under Browse in the left column, select All Items.
4. Select the Apps tab, then click your app to open it. If you can’t immediately find it, consult your Salesforce administrator to find out
the name they gave it when creating the app.
The app includes the following dashboards for agents and managers.

Analytics for Insurance Dashboards for Agents

Agents start with the Insurance Agent Home dashboard, which is organized into two sections, Understand My Customers and
Policies and Grow My Business.
Analytics for Insurance Agent and Sales Manager Dashboards
Agent managers and sales managers each have their own set of dashboards to help manage the business and build top-performing
teams.
Analytics for Insurance Dashboards for Embedding
Analytics for Insurance includes dashboards that can be embedded in Lightning Experience pages to provide detailed insights on
customers, leads, and opportunities. Check with your Salesforce administrator to see if these dashboards have been embedded in
your Salesforce org.
Key Performance Indicators
Learn the definitions and calculations of key metrics shown in Analytics for Insurance dashboards.
Einstein Discovery for Insurance Analytics Dashboards
The Einstein Discovery for Insurance Analytics dashboards give you intelligent insights on the likelihood of policy renewals and help
you maximize renewals.

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Analytics for Insurance Dashboards for Agents

Agents start with the Insurance Agent Home dashboard, which is organized into two sections, Understand My Customers and
Policies and Grow My Business.
Click the Open Dashboard links beneath each summary chart to see detailed dashboards.

Understand My Customers and Policies Section

Key performance indicators (KPIs) from these dashboards paint an actionable picture of your customers and the policies you’ve sold to
them.
My Book of Business
Make the right decisions to drive the success of your business by viewing metrics on all your customers in one set of charts. Adjust the
menus at the top of the dashboard to choose a customer segment, then drill into KPIs through the following pages.
• Overview
See how well you’ve performed over time on key metrics. See if gross written premiums (GWPs), customers, and policies have grown.
Also find out if customer retention, opportunity win rate, and lead conversion have improved.

• Active Policies and Coverage

Get all the facts about your policies. Learn about the most and least elected coverages within a policy type and how policies are
distributed over policy type. Click a segment in the charts at the top to view policy details in the table at the bottom of the dashboard.

• Policy Trending
See how the number of policies and gross written premium have changed over a selected period. For example, discover how many
new policies have been added, lapsed, or canceled.

• Earnings and Fees

Breaks down earnings and fees over a selected period for all your products so you can understand which of them drive the most
revenue. The dashboard shows data only if your Salesforce administrator uploads external earnings and fees data to CRM Analytics.

My Customers
Understand who your customers are so you segment them and market to them more effectively. KPIs are organized into two pages.
• Who Are My Top Customers?
See which of your customers have high profitability, high premiums, or low claims.

• How many customers gained?

Learn if you’re gaining or losing customers over time, and how many you’re gaining and losing.

• What Demographics Do I Serve?

Get a breakdown of your customers by Marketing segment, premium value group, age, gender, and location.

Customer Interactions
Shows you the best ways to interact with customers. Visualizations show how you divide time between tasks and events and if those
activities involve high- or low-value customers.
Renewals & Cancellations
Insights into your policies reveal clients who are up for immediate renewal. You can also find out who’s already renewed and who’s
canceled so you can take appropriate action. Get all the details about your policies through the following pages.
• Policies Up for Renewal

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See policies and premium due for renewal in the next 30 days, and learn which high-value customers are due for renewal soon. Also
identify policies in the grace period so you can take action to boost renewal rates.

• Renewed Policies
Find out your clients’ renewal rates and premiums from renewed policies.

• Canceled Policies
Discover why customers cancel policies. Also see the value of premiums lost for specific cancellation reasons, such as the insured
requesting cancellation or nonpayment.

Claims
Get a detailed picture of your claims, starting with an overview of your claims by age, size, and customers’ gross written premium. Adjust
the filters at the top to focus on a specific segment of your customers. Then dig deeper into claims data in the following pages.
• Open Claims
Click a bar for a claim number in the Claims by Estimated Size and Claims by Customer Gross Written Premium charts to focus
on details for that claim. Use the visualizations to answer the following questions:
– Which claims are open for longer than average closure time?
– Which customers have high estimated claim amounts?
– Which high-premium customers have open claims?

• Claims Over Time

Evaluate the trend of claims, claims severity, and loss ratio over time and average time to process claims.

Note: If there’s no data in the Financial Account Transaction object, you see insights based on Claims to GWP instead of Loss
Ratio.

• Claims by Demography
Identify specific market segments, geographies, or customer demographics with higher claims.

• Claims Acceptance
Get answers to the following:
– How many claims are approved versus rejected over time?
– What is the claim approval rate based on policy type and claim amount?

Product Analysis
What are your top-selling products? Which products sell most in your market segments and locations? What products are most profitable?
Get answers to these questions and more in the following pages.
• Product Portfolio Mix
Start here to learn the number and value of premiums distributed over all your products and learn how your product mix has changed.

• Products and Market Segment

Shows products that sell the best to specific marketing segments. Filter according to the segment you want to view, such as millennials,
women, or high-net-worth customers.

• Product Profitability
Learn which products result in the highest profit. Also see average profits per product, total profits, and other KPIs about profitability.

• Regional View

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Select states or ZIP codes to see the top products in specific locales.

Household Analysis
Get insights about households that help you effectively manage your books of business, identify high-value households, and discover
opportunities to increase revenue.
• Book of Business
Learn how your business is doing based on various household and claims KPIs, and effectively manage your books of business.

• My Households
Analyze your households and identify households with high gross written premium. Also, see how your households are performing
based on the policies owned, approved claim amount, profitability, and Loss Ratio.

Note: If there’s no data in the Financial Account Transaction object, you see insights based on Claims to GWP instead of Loss
Ratio.

• Cross-Sell Opportunities
Gain insights about households based on the policies owned and discover opportunities to sell other policies to households.

Grow My Business Section

Insights to help you grow your customer base and revenue.
Sales Performance
View all your performance KPIs in a single place so you can keep sales moving in the right direction. See which opportunities need
attention, learn if you’re on pace to make quota, view your pipeline, and more through these detailed pages.
• What needs my attention?
Discover opportunities that are behind schedule compared to average so you can take immediate action.

• Will I make my number?

See how you’re progressing against quota so you can make the necessary adjustments.

• What customers am I selling to?

See your open deals with existing customers so you can focus on the ones with highest gross written premiums and potential
profitability.

• How has my pipeline changed?

View your pipeline by quarter or another time period to make sure that deals are moving according to plan.

• What is my win rate?

Learn your win rate over time and which policy types result in faster wins. Also uncover specific market segments where you win
more.

Customer Acquisition
Get new customers faster with insights that point you to leads that convert most quickly. Visualizations surface leads to call today, identify
promising sources for leads, and understand the lead conversion process. KPIs are organized into the following pages. Click a segment
in any of the top charts to see details in the details table below them. The Rating column in each details table shows which leads are
hot and cold, based on the value from the Rating field in the Lead object.
• What Needs Attention?

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See who you should call right away based on the number of days since the last contact or the age or expected value of a lead.

• Lead/Referral Sources
Learn the sources for your leads and the most valuable lead referrers on your team.

• Tracking Leads/Referrals
See how far each of your leads has progressed toward conversion.

• Conversion
See how long it takes to convert leads to business and learn the factors that either slow or speed the process. Also see how many
touches it typically takes to close a lead.

• Lead Pipeline Trending

Pick a start and end date and see how the lead pipeline has changed during that period.

Upsell/Cross-Sell
Identify your whitespace, that is the opportunities where you could sell more coverage or products. Dig into details about your opportunities
through the following pages.
• What Policies to Upsell Coverage?
Select a policy type to find out its upselling potential.

• Policy List for Upsell

Get a filtered list of policies based on one or more missing coverages.

• What Policy Types Can I Cross-Sell?

Learn the size of opportunities for cross-selling specific policy types.

• Customer List for Cross-Sell

Create a list of customers that can be added to cross-selling campaigns, such as selling life insurance to customers who have
automobile coverage.

Analytics for Insurance Agent and Sales Manager Dashboards

Agent managers and sales managers each have their own set of dashboards to help manage the business and build top-performing
teams.

Note: Additionally, agent managers and sales managers can also access all agent dashboards on page 69.

Dashboards for Agent Managers

Start with Agent Manager Home to get an at-a-glance summary of your team’s performance. See quarterly total gross written premiums,
lead conversion rate, and closed won amount for your agents. Click the Open Dashboard links beneath each summary chart to see
detailed dashboards.
Agent Manager: Team Book of Business
Opens to the Team Leaderboard page. Dig into each page to see how your agents are contributing to your bottom line results.
• Team Leaderboard
See how your team’s performing on key business metrics and find out if team members need coaching in any specific areas.

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• Regional View
Learn who your top and bottom performers are in each geography you manage.

• Drivers of Success
Learn if there’s a correlation between two metrics in driving the business. For example, select # Activities and Gross Written
Premium to learn if more agent activities result in greater premiums.

• Hunter vs. Farmer

Learn about your team’s most successful hunters—agents who get the most business from new customers. Also learn about the
best farmers by seeing who gets the most business from existing customers.

• Comparative Trend
See trends over time for your agents’ KPIs, such as gross written premiums, number of customers, and number of policies.

• 1–1 Helper
Get ready for individual meetings with your agents by learning how each of their KPIs rank against the rest of the team’s results.

Agent Manager: Customer Acquisition

Learn which of your agents closes leads most efficiently. Adjust the menus at the top of the dashboard to zero in on a segment of your
leads. Visualizations are organized into the following two pages.
• Which agent has the highest lead conversion?
See who has the highest conversion rate and how their rate compares to others’ performance. You can also learn how many customer
interactions each member of your team needs to convert a lead and their pipeline and referrals.

• Which agent has the most efficient lead processing?

View how long each team member takes to process a lead to understand how efficient they are.

Agent Manager: Sales Performance

Get a complete picture of your team’s sales results. See who your sales leaders are and understand your win rate. Also see how everyone’s
spending their time and see which deals your focusing on and which have the best chance of closing. KPIs are organized into the
following pages.
• Sales Performance - Closed Deals
View a leaderboard to see who closes the most deals and learn how your top performers compare with other team members over
time.

• What is our win-loss ratio overall and by agent?

Find out which market segments you win more and which sources give you the best leads. Also compare your win rate for new
business versus existing business.

• Opportunity processing
See which team members process opportunities most efficiently. Also find out if team members can sell faster to specific market
segments.

• Where are we spending time?

Is your team spending more time on high value opportunities? Also, how many activities do top performers spend per $1,000
compared to low performers?

• What deals are we focusing on?

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Find out if there are any neglected opportunities languishing in a selected stage so you can take action to have an agent accelerate
the deal.

Dashboards for Sales Managers

Sales Managers have their own home dashboard and versions of sales performance dashboards to help manage their teams to success.
• Sales Manager Home
Sales managers get a summary review of sales results for all their agencies, then dig deeper for fine-grained insights. Click the Open
Dashboard links beneath each summary chart to see detailed dashboards.

• Sales Manager: Team Book of Business

Includes the same KPIs, but for agencies instead of agents. See Agent Manager: Team Book of Business earlier in this topic.

• Sales Manager: Customer Acquisition

Includes the same KPIs, but for agencies instead of agents. See Agent Manager: Customer Acquisition earlier in this topic.

• Sales Manager: Sales Performance

Includes the same KPIs, but for agencies instead of agents. See Agent Manager: Sales Performance earlier in this topic.

Analytics for Insurance Dashboards for Embedding

Analytics for Insurance includes dashboards that can be embedded in Lightning Experience pages to provide detailed insights on
customers, leads, and opportunities. Check with your Salesforce administrator to see if these dashboards have been embedded in your
Salesforce org.

Note: If there’s no data in the Financial Account Transaction object, you see insights based on Claims to Gross Written Premium
(GWP) instead of Loss Ratio in your embedded dashboards.

Book of Business
Embed in an Account or Contact page layout to get an overview of your book of business. Shows the book of business for an agency or
agent. Also shows gross written premiums, policies, renewal rate, loss ratio, claims value, and number of claims.

Customer
Embed in a Customer page layout to see how a customer’s GWP and loss ratio compare to your average customer. Click the arrow to
the right to open the next panel, which shows how many claims the customer has filed. The second panel also shows the approved
claim cost and how long their claims have been open.

Distributor Book of Business

Intended for embedding in the sales manager Home page. Analyze the book of business for each of your distributors and whitespace—that
is, upsell and resell opportunities—for distributors and customers. The Book of Business tab (default) shows sales by policy type and
territory and total sales and other key performance indicators (KPIs) for the distributor selected from the Agency Name filter. Click the
Whitespace tab to see a breakdown of the types of policies sold by each of your distributors. Set the GWP filter to get the top distributors
and analyze upsell/resell opportunities for those distributors. The chart reveals which distributors sold few or no policies of certain types
to suggest opportunities to upsell or resell those types of policies. Click Customers to see the same breakdown by customer.

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Distributor Sales Performance

Intended to give distributors a summary of KPIs by embedding in Account and Contact records pages. Selections from the global filters
apply to all the four dashboard tabs. Opens to the Sales tab, which shows performance by sales and renewals of policy types. Click the
Claims tab to view performance by claims and loss ratio by policy type. The Customer Interaction tab shows time spent with customers
and the number of weekly activities. Whitespace shows a breakdown of the types of policies sold to each of your customers.

Key Distributors
Intended for embedding in the sales manager Home page. See the leaderboard of distributors based on multiple KPIs. Default view
shows performance by gross written premium. Click the tabs below that chart to see how distributors perform according to policy count,
loss ratio, and GWP growth.

Lead/Referral
Embed in a Lead page layout to get insight into how likely you’re to convert the lead based on its source and the level of interest in the
product. Click the arrow on the right to view the number of activities associated with the lead to see if you give it enough attention.
Click the arrow again to learn days until conversion for the lead to be sure it’s progressing as expected.

Opportunity
Embed in an Opportunity page layout to learn the factors that influence win rate for a specific opportunity. Also see where the opportunity
stands in the closing process and how its progress compares to other opportunities.

Household
Embed in an Account page to learn about the household’s policies and claims when compared to the average of all households. The
dashboard shows how the household is based on its gross written premium and loss ratio. Also, identify claims that are open for more
than the average claim processing time.

Key Performance Indicators

Learn the definitions and calculations of key metrics shown in Analytics for Insurance dashboards.
EDITIONS
This table lists the key metrics and their calculations.
Available for an extra
Metric Description Calculation Available in charge in Professional,
Dashboards Performance, and
Unlimited editions that have
Total Gross Total gross written Sum of all Gross Written Premium • Agent Home Financial Services Cloud for
Written Premium premium of all active field values in the Insurance Policy Insurance enabled.
• Upsell/Cross-sell
insurance policies. object.
• Product
Filters applied: The value of the
Analysis
Active field in the Insurance Policy
object is True. • My
Customers

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Metric Description Calculation Available in

Dashboards
Customers Total number of policy owners. Count of unique values in the Name Insured • Agent Home
field in the Insurance Policy object.
• Claims
Filter applied: The value of the Active field in
• My Book of Business
the Insurance Policy object is True.
• Agent Manager:
Team Book of
Business
• Customer
Interaction
• My Customers

Households Total number of households. Count of records in the Account object. • Agent Home
Filter applied: Account Record Type field value • Household Analysis
is Household.

Upcoming Renewals Number of upcoming policy Count of records in the Insurance Policy object. Agent Home
renewals. Filters applied: Final Renewal Date field value
is in the next 30 days. When there’s no value
in the Final Renewal Date field, then the records
with Renewal Date field value in the next 30
days are considered.

Policies for the Number of policies associated Count of Insurance policy records grouped by
Best-Selling Product with the best-selling product. Product field values.

Average Number of Unique policies for each product. Unique insurance policy records grouped by
Policies per Product Product field values.

Open Claims Total number of open claims. Count of records in the Claim object. • Agent Home
Filters applied: The value of the Closed field is • Claims
False.

Total Activities Total number of tasks and events Count of records in Task and Event objects. • Agent Home
created in a month. Filter applied: Created Date value is in the • Agent Manager:
current month. Team Book of
Business
• Customer
Interaction

Closed Won Amount Total amount from closed won Sum of all Amount field values in the • Agent Home
opportunities. Opportunity object.
• Agent Manager
Filters applied: The value of the Close Date field Home
is in the current fiscal quarter, IsWon is True,
• Sales Manager
and IsClose is True.
Home

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Metric Description Calculation Available in

Dashboards
Open Leads or Referrals Total number of leads that are Count of records in the Lead object. • Agent Home
open. Filters applied: • Customer
• The value of the Lead Status field isn’t Acquisition
Closed - Converted or Closed - Not • My Book of Business
Converted.
• Converted Date field value isn’t in the
duration between Created Date and today.

Opportunity Size Potential premium amount from (Count of values in the Name Insured ID field • Agent Home
upselling or cross-selling a in the Insurance Policy Coverage object) *
• Upsell/Cross-Sell
coverage. (Average premium amount for the coverage)
Customers of Policy Type 1 but not Policy Type
2 * Avg premium of Policy Type 2

Policies Total insurance policies. Total records in the Insurance Policy object. • Agent Home
Filters applied: The value of the Active field is • My Book of Business
True.
• Agent Manager:
Team Book of
Business
• Upsell/Cross-Sell
• Household Analysis
• My Customers
• Product Analysis

Policies with Open Number of insurance policies with Count of unique values in the Policy Number Claims
Claims open claims. field in the Claim object.
Filter applied: The value of the Closed field in
Claim object is False.

Total Estimated Claim Total estimated amount for claims. Sum of all values in the Estimated Amount field
Amount in the Claim object.
Filter applied: The value of the Closed field in
Claim object is True.

Average Estimated Average of the estimated claims Average of the Estimated Amount field value
Claim Amount amount. in the Claim object
Filter applied: The value of the Closed field in
Claim object is True.

Average Days to Close Average number of days taken for Average (Days between Initiation Date and
processing a claim. coalesce (Finalized Date, today))

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Metric Description Calculation Available in

Dashboards
Claims Open for More Number of claims that open for Count of open claims where the duration
Than Last 3 Months more than the average of the last between the Initiation Date and today is more
Average 3 months processing time. than the average of the duration between
Finalized Date and Initiation Date.
Filters applied: The value of the Finalized Date
field is in the last 3 months and the value of
the Closed field is False.
Initiation Date, Finalized Date, and Closed are
fields in the Claim object.
The average is calculated for claims of a policy
type.

Open Claims by Open claims grouped by their Open claims grouped by processing time and
Processing Time processing time and status. status.
• On Track
• Approaching Avg Processing Time for
Policy Type
• 1–10 days behind the average
• More than 10 days behind the average

Claims by Estimated Open claims grouped by the Sum of Estimated Amount field values grouped
Amount estimated amounts. by the Claim Number field values in the Claim
object.
Filter applied: The value of the Closed field is
False

Claims by Gross Written Open claims grouped by their Sum of Gross Written Premium field values
Premium gross written premium. grouped by the Claim Number field values in
the Claim object.
Filter applied: The value of the Closed field is
False.

Processing Age Status Status of the claim process. • On Track

• Approaching Avg Processing Time for
Policy Type
• 1–10 days behind the average
• More than 10 days behind the average

Policies with Claims Policies with Claims Count of unique values in the Policy Number
field in the Claim object.
Filters applied: The value of Closed field is True,
and Approved Amount value is greater than 0.

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Metric Description Calculation Available in

Dashboards
Policy Number, Closed, and Approved Amount
are fields in the Claim object.

Average Approved Average amount approved for (Sum of all values in the Approved Amount
Claim Amount claims. field) / (Count of values in the Approved
Amount field)
Filters applied: The value of Closed field is True,
and Approved Amount value is greater than 0.
Approved Amount and Closed are fields in the
Claim object.

Finalized Claims Total number of finalized claims. Count of records in the Claim object where a
value exists in the Finalized Date field.

Claims Severity Claims grouped by severity. Claims grouped by the Severity field values
from the Claim object.

Premium Bucket Gross written Premium groups Gross written premium groups.
that are based on the premium • <200
amount ranges.
• 200–500
• 501–700
• 701–1000
• 1001–1500
• 1501–2500
• 2501–5000
• >5000
• NA

Rejected Claim Amount Total rejected claim amount. Sum of Estimated Amount field values in the
Claim object.
Filters applied: The value of Approved Amount
field is either 0 or null. The value of the Closed
field is True.

Customers with Number of customers with Count of values in the Policy Owner Name field
Rejected Claims rejected claims. in the Policy object.
Filters applied: Closed field value is True, and
Approved Amount field doesn’t have a value
or the value is 0.

Approval Rate Percentage of claims that are (Count of records in the Claim object with
approved. Approved Amount greater than 0, Initiation
Date is in the selected period, and IsClosed is
True) / (Count of records in the Claim object

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Metric Description Calculation Available in

Dashboards
with Approved Amount greater than 0,
Initiation Date is in the selected period, and
IsClosed is True) + (Count of records in the
Claim object with Approved Amount is 0 or
Null, Initiation Date is in the selected period,
and IsClosed is True)

Processing Time in Days Number of days for processing a Days between InitiationDate and FinalisedDate; • Claims
claim. and if FinalisedDate is null then Days between
• Customer
InitiationDate and now()
Acquisition

Approved Claims Total number of approved claims. Count of records in the Claim object. • Claims
Filters applied: The value of Closed field is True, • My Book of Business
and Approved Amount value is greater than 0.

Approved Claim Total amount approved for claims. Sum of all values in the Approved Amount field • Claims
Amount in the Claim object.
• My Book of Business
Filters applied: The value of Closed field is True,
• Agent Manager:
and Approved Amount value is greater than 0.
Team Book of
Business
• Household Analysis
• My Customers
• Product Analysis

Loss Ratio Total claims in relation to the total Total Claim Amount / Total Premium Earned • Claims
premiums earned. Total Claims: Sum of all values in the Amount • My Book of Business
field in the Financial Account Transaction
• Household Analysis
object.
• My Customers
Filters applied: Transaction Type is Credit,
• Product Analysis
Transaction Status is Posted, Transaction Date
is in the selected duration, and a value exists
in the Insurance policy field.
Total Premium Earned: Sum of all values in
the Amount field in the Financial Account
Transaction object.
Filters applied: Transaction Type is Debit,
Transaction Status is Posted, Transaction Date
is in the selected duration, and a value exists
in the Insurance policy field.

Claims Total number of claims in the Count of records in the Claim object. • Claims
selected duration.
• My Book of Business

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Metric Description Calculation Available in

Dashboards

• Agent Manager:
Team Book of
Business
• Household Analysis
• My Customers
• Product Analysis

Age Group Age group of the customer. Customer age groups. • Claims
• <18 • Customer
• 18–29 Acquisition
• 30–49 • My Customers
• 50–69
• >69
• NA

Avg Age of Open Leads Average duration for which the Average (Days between Created Date field Customer Acquisition
and Referrals (Days) leads and referrals are open. value and today)
Filters applied: The value of the Lead Status
field isn’t Closed - Converted or Closed - Not
Converted. And Status isn’t Null.
Created Date is a field in the Lead object.

Oldest Lead or Referral Age of the oldest lead or referral. Max (Days between Created Date field value
Age (Days) and today)
Filters applied: The value of the Lead Status
field isn’t Closed - Converted or Closed - Not
Converted. And Status isn’t Null.
Created Date is a field from the Lead object.

Newest Lead or Referral Age of the newly added lead or Min (Days between Created Date field value
Age (Days) referral. and today)
Filters applied: The value of the Lead Status
field isn’t Closed - Converted or Closed - Not
Converted. And Status isn’t Null.
Created Date is a field from the Lead object.

Leads without Activity Leads that don’t have activities. Count of records in the Lead object grouped
based on the days between Last Activity Date
and today.
When there’s no value in the Last Activity Date
field, the records are grouped based on the
days between Created Date and today.

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Metric Description Calculation Available in

Dashboards
Leads by Age Group Leads grouped based on their age. Records in the Lead object are grouped based
on the duration between Created Date and
today.

Days Since Last Activity Number of days since the last Days between Last Activity Date field value and
activity on the lead. today.
When there’s no value in the Last Activity Date
field: Days between Created Date field value
and today.
Created Date and Last Activity Date are fields
from the Lead object.

Potential Value Range Potential value ranges for leads. Value Ranges:
• <100 K
• 100K-250K
• 250K-500K
• More than 500 K
• Not Set

Lead Age The age of the lead in days. Number of days between the Created Date
field value and today.
Created Date is a field from the Lead object.

Potential Value The potential value of the lead. Value of the Potential field in the Lead object.

Referrer Name of the person who referred The value of the External Referrer or Internal
the customer. Referrer field in the Contact object.

Referrer Type The type of referrer. If the value of the External Referrer field in the
Contact object isn’t Null, then Referrer Type is
External. If the value of the Internal Referrer
field in the Contact object isn’t Null, then
Referrer Type is Internal.

Closed Leads and Number of leads and referrals that Count of records in the Lead object.
Referrals are closed. Filters applied: The value of the Lead Status
field isn’t Closed - Converted or Closed - Not
Converted.

Internal Referrers Number of internal users who Count of values in the Internal Referrer field in
referred customers. the Contact object.

External Referrers Number of external contacts who Count of values in the External Referrer field in
referred other customers. the Contact object.

Total Leads Total number of leads. Count of records in the Lead object.

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Metric Description Calculation Available in

Dashboards
Processed Leads Number of leads that have been Count of records in the Lead object.
processed. Filters applied: The value of the Lead Status
field isn’t Closed - Converted or Closed - Not
Converted.

Converted Leads Number of leads that have been Count of records in the Lead object.
converted. Filters applied: Converted field value is True

Disqualified Leads Number of Leads that aren’t Count of records in the Lead object.
qualified. Filters applied: The value of the Lead Status
field is Closed - Not Converted.

Avg Number of Average number of interactions Average (number of times an event is

Interactions Before with the customers before a lead generated by the Converted Contact ID or Lead
Conversion is converted. ID from the Lead object)
Filters applied: Converted field value is True,
and Activity Date value is greater than or equal
to the Converted Date field value.
Converted Contact ID, Lead ID, Converted,
Activity Date, and Converted Date are fields
from the Lead object.

Avg Number of Days for Average number of days to Number of days between the Created Date and
Conversion convert a lead. the Conversion DateTime field values in the
Lead object.

Expressed Interest The product that the customer is Value of the Expressed Interest field in the Lead
interested in. object.

Customer Interactions Number of interactions with the Number of times an event is generated by the • Customer
customer. Converted Contact ID or Lead ID from the Lead Acquisition
object.
• Agent Manager:
Team Book of
Business

Lead Conversion Rate The percentage of leads that are Number of converted leads / Number of • Customer
converted. processed leads Acquisition
• My Book of Business
• Agent Manager:
Team Book of
Business

Processing Time The time taken to process a lead. Number of days between the Created Date and • Claims
the Activity Date in the Lead object.

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Metric Description Calculation Available in

Dashboards

• Customer
Acquisition

Gross Written Premium Total gross written premium of Sum of all Gross Written Premium field values • My Book of Business
(GWP) insurance policies. in the Insurance Policy object.
• Agent Manager:
Filters applied: Active field value is True, and Team Book of
the Effective Date field value is in the selected Business
period.
• Upsell/Cross-Sell
Active and Effective Date are fields from the • My Customers
Insurance Policy object.
• Product Analysis

Customers Total number of customers. Count of values in the Name Insured field from • Claims
the Insurance Policy object.
• My Book of Business
• Agent Manager:
Team Book of
Business
• Upsell/Cross-Sell
• Customer
Interaction
• My Customers

Active Policies Number of active insurance Count of records in the Insurance Policy object. My Book of Business
policies. Filter applied: IsActive is True in the Insurance
Policy object.

Policies In Force Number of active insurance Count of records in the Insurance Policy object. • My Book of Business
policies. Filter applied: IsActive is True in the Insurance • Product Analysis
Policy object.

New Business Policies Number of new insurance policies Count of records in the Insurance Policy object. • My Book of Business
in a selected period. Filters applied: Effective Date is in the selected • Agent Manager:
Period, IsActive is True, and IsRenewedPolicy Team Book of
is False. Business

New Business GWP Total gross written premium of Sum of all values in the Gross Written Premium
new insurance policies. field in the Insurance Policy object.
Filters applied: Effective Date is in the selected
Period, IsActive is True, and IsRenewedPolicy
is False.

Policies Canceled Total number of policies canceled Count of unique records in the Insurance Policy
in a selected period. object. Filter applied: Cancellation Date is in
the selected period.

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Metric Description Calculation Available in

Dashboards
Renewal Rate Percentage of policies renewed. (Policies Renewed) / (Policies Renewed +
Policies Not Renewed) * 100
Policies Renewed: Count of unique records
in the Insurance Policy object where Date
Renewed or Previous Renewal Date is in the
selected period, and IsActive is True.
Policies Not Renewed: (Count of unique
records in the Insurance Policy object where
Final Renewal Date is in the selected period,
Date Renewed field has a value, and IsActive is
True) - (Count of unique records in the
Insurance Policy object where Previous
Renewal Date is in the selected period, IsActive
is True, and Prior Policy field has a value)

Customer Retention Percentage of customers retained. (Count of Person Account records with at least
Rate one active policy at the end of the selected
period) / (Count of Person Account records
with at least one active policy 1 day before the
start date of the selected period) * 100

Win Rate Win Rate (Count of records in the Opportunity object

where Stage is Closed Won) / (Total count of
records in the Opportunity object)

Policies Renewed Total number of policies renewed Count of unique records in the Insurance Policy My Book of Business
in a selected period. object.
Filter applied: Date Renewed is in the selected
period.

Claims Filed Number of claims filed in a Count of records in the Claim object where
selected duration. Initiation Date is in the selected period.

Customers with Claims Number of customers who filed Count of Policy Owner field values in the Claim
claims. object. Filter applied: Initiation Date is in the
selected period.

Open Opportunities' Total amount from open Sum of all values in the Amount field from the
Amount opportunities. Opportunity object.
Filter applied: IsClosed is False

Open Opportunities Total number of open Count of records in the Opportunity object.
opportunities. Filter applied: IsClosed is False

Average Age of Closed Average age of the closed deals. Duration between Created Date and today.
Leads (Days) Filter applied: Status is Closed - Converted

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Metric Description Calculation Available in

Dashboards
Average Age of Average age of opportunities. Duration between Created Date and today.
Opportunities (Days)

Coverages Total number of active insurance Count of records in the Insurance Policy
policy coverages. Coverage object.
Filter applied: IsActive is True in the Insurance
Policy object.

Total Premium Amount Total premium amount for the Sum of all values in the Premium Amount field
insurance policy coverages. in the Insurance Policy Coverage object.

Policy Start Date Date when the policy is created. Value of the Created Date field in the Insurance
Policy object.

Policy Renewal Date Renewal date of the insurance Value of the Renewal Date field in the Insurance
policy. Policy object.

Total Revenue Total revenue from insurance Sum of values in the Total Revenue field from
products. the FS(INS) - Product Earnings and Fees
Insurance dataset.

Total Commissions Total commissions earned. Sum of values in the Total Commissions field
from the FS(INS) - Product Earnings and Fees
Insurance dataset.

Total Fees Total fee collected. Sum of values in the Total Fees field from the
FS(INS) - Product Earnings and Fees Insurance
dataset.

Total Premiums Total premiums from insurance Sum of values in the Total Premiums field from
policies. the FS(INS) - Product Earnings and Fees
Insurance dataset.

Snapshot Date Date when the snapshot was Value of the Snapshot Date field in the FS(INS)
taken. - Product Earnings and Fees Insurance dataset.

Policy Name Name of the insurance policy. Policy Name field value in the Insurance Policy • Claims
object.
• My Book of Business

Coverage Name Name of the insurance policy Value of the Coverage Name field from the • My Book of Business
coverage. Insurance Policy Coverage object.
• Upsell/Cross-sell

Policy Type Type of the insurance policy. Value of the Policy Type field in the Insurance • Claims
Policy object.
• My Book of Business
• Agent Manager:
Team Book of
Business
• Upsell/Cross-Sell

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Metric Description Calculation Available in

Dashboards

• Household Analysis
• Product Analysis

Policy Owner Name of the person who owns Value of the Name Insured field in the • Claims
the policy. Insurance Policy object.
• My Book of Business
• Agent Manager:
Team Book of
Business

Plan Tier Category of the insurance plan. Value of the Plan Tier field in the Insurance • My Book of Business
Policy object.
• Upsell/Cross-Sell
• Product Analysis

Product Name of the insurance product. Value of the Product field in the Insurance • Claims
Policy object.
• My Book of Business
• Agent Manager:
Team Book of
Business
• Product Analysis

Premium Frequency Frequency of the premium Value of the Premium Frequency field in the Upsell/Cross-sell
amount payment. Insurance Policy object.

Activities Number of tasks and events. Count of records in the Task object + Count of • Agent Home
records in the Event object.
• Agent Manager:
Team Book of
Business
• Customer
Interaction

Activity Appointments Number of appointments. Count of Task and Event records where the Agent Manager: Team
TaskSubtype is Task. Book of Business

Activity Emails Number of emails. Count of Task and Event records where the
TaskSubtype is Email.

Activity Calls Number of calls. Count of Task and Event records where the
TaskSubtype is Call.

Opportunities Created Total number of opportunities Count of records in the Opportunity object.
created in a selected period. Filters applied: Created Date is in the selected
period, and IsClosed is False.

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Metric Description Calculation Available in

Dashboards
Closed Won Total number of opportunities Count of records in the Opportunity object.
Opportunities won in a selected period. Filters applied: Closed Date is in the selected
period, IsWon is True, and IsClosed is False.

Average Number of Average number of days before Average of duration between Created Date and
Days Before Opportunity an opportunity is closed won. Close Date.
is Closed Won

Renewed Policies Total number of policies renewed Count of unique policies in the Insurance Policy
in a selected period. object.
Filters applied: Date Renewed or Previous
Renewal Date is in the selected period, and
IsActive is True.

Avg Number of Days Average number of days before Duration between Created Date and Activity • Customer
Before First Customer interacting with the customer for Date. Acquisition
Interaction the first time.
• Agent Manager:
Team Book of
Business

Agent Name of the policy agent. Value of the User Name field or the Contact • Agent Manager:
Name field in the Producer object. Team Book of
Business
• Upsell/Cross-Sell
• Customer
Interaction
• My Customers
• Household Analysis
• Product Analysis

Einstein Discovery for Insurance Analytics Dashboards

The Einstein Discovery for Insurance Analytics dashboards give you intelligent insights on the
EDITIONS
likelihood of policy renewals and help you maximize renewals.

Important: You can create and use the Einstein Discovery for Insurance Analytics App only Available for an extra
if the Financial Services Cloud managed package is installed in your Salesforce org. charge in Professional,
Performance, and
Note: If the Einstein Discovery for Insurance Analytics app isn’t available in your org, direct Unlimited editions that have
your administrator to, Deploy CRM Analytics for Financial Services. To get predictions on the Financial Services Cloud for
likelihood of policy renewals, your admin must create the app from the Einstein Discovery Insurance enabled and the
for Insurance Analytics template. Financial Services Cloud
managed package installed.
Tip: To see data in your dashboards, make sure you have policies that are up for renewal in
the next 90 days.

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The Einstein Discovery for Insurance Analytics app includes two dashboards.

Likelihood to Renew Policies

Identify the likelihood of policy renewals, and focus on policies with high gross written premium and low renewal probability. The
dashboard charts answer the following questions.
• Which policies are at risk of not being renewed?
• What’s the likelihood of policy renewals?

Likelihood to Renew Policy - Embedded

Embed this dashboard on the Account page to get actionable insights on the renewal probability of policies.
• Which policies are at risk of not being renewed?
• What’s the likelihood of policy renewals?

Use FSC Insurance Analytics Fast Start

The FSC Insurance Analytics Fast Start app is a quick stop for agents and managers to get insights into their book of business and to
identify opportunities to improve sales. The dashboards provide accurate insights on the historical trends of Policies and Gross Written
Premium over time. The dashboards also provide insights to identify opportunities to cross-sell policies to existing customers based on
KPIs such as Gross Written Premium, Policy Type, Tenure, and Life Events.

Note: FSC Insurance Analytics Fast Start is included with CRM Analytics for Financial Services, which is available for an additional
cost to customers who have Financial Services Cloud Basic or Standard licenses and the FSCAnalyticsPlus (CRM Analytics for
Financial Services) license. For deployment instructions, see Deploy CRM Analytics for Financial Services.

FSC Insurance Analytics Fast Start Dashboards

The FSC Insurance Analytics Fast Start dashboards give you data-driven insights to effectively monitor the growth of your policies
over time and to identify cross-selling opportunities within the existing customer base to improve the business revenue.

FSC Insurance Analytics Fast Start Dashboards

The FSC Insurance Analytics Fast Start dashboards give you data-driven insights to effectively monitor the growth of your policies over
time and to identify cross-selling opportunities within the existing customer base to improve the business revenue.
You can access the FSC Insurance Analytics Fast Start app and its dashboards through CRM Analytics Studio.

Landing Page Dashboard

The Landing Page dashboard provides an overview of your book of business, cross-selling opportunities, policy trends, and team
performance to quickly identify the areas that need attention. From each chart, you can go to the detailed analytics dashboards to get
in-depth insights. The dashboard charts answer these questions:
• What are the cross-selling opportunities of a specific policy type in my customer base?
• What's the growth in Policies and Gross Written Premium (GWP) over time?
• What's my team’s performance on GWP?

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Cross-Sell Dashboard
The Cross-Sell dashboard provides insights to identify cross-selling opportunities for existing customers based on multiple KPIs. The
dashboard charts answer these questions:
• How many customers exist for each policy type?
• What are the cross-selling opportunities for each policy type in my customer base?
• What are the cross-selling opportunities for customers who have experienced a life event recently?
• Who are my valuable customers based on GWP and tenure?

Book of Business Dashboard

The Book of Business dashboard contains the visualizations to quickly analyze your book of business. The dashboard charts answer these
questions:
• What's the GWP for each policy type?
• What's the growth in Policies and GWP over time?
• Did Policies or GWP increase or decrease significantly for any state?
• What's the GWP for new business?

Team Performance Dashboard

The Team Performance dashboard provides insights to track the team and agent performance over a period. The dashboard charts
answer these questions:
• Who are the top-performing agents?
• What's my team’s performance and is the performance improving over time?
• What's the performance of a specific insurance agent compared to the team and is the agent's performance improving over time?

Cross-Sell Dashboard (Embedded)

Embed the Cross-Sell dashboard in an Account page to get insights into the cross-sell opportunities for a specific customer. The dashboard
charts answer these questions:
• What's the GWP of a customer’s current policies?
• What are the policy preferences of other similar customers?
• What are the cross-sell opportunities for a customer?

Retention Rate Dashboard

The Retention Rate dashboard provides insights into the retention rate of the team and the agents. The dashboard charts answer these
questions:
• What's the current retention rate?
• How many policies are upcoming for renewals?
• How's my team’s retention rate and is the retention rate improving over time?
• What's the team’s average retention rate?
• What's the performance of a specific insurance agent compared to the team and is the performance improving over time?

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Canceled Policies Dashboard

The Canceled Policies dashboard provides insights to track the canceled policies over a period, identify reasons for cancellation, and
analyze the period with higher policy cancellation. The dashboard charts answer these questions:
• How many policies did customers cancel and are cancellations increasing or decreasing over time?
• What are the top reasons for policy cancellations?

Use Analytics for Vlocity Insurance

CRM Analytics for Vlocity Insurance includes the Insurance Claims and Policy Analytics app and
EDITIONS
Policy Renewal Prediction app. Use the Insurance Claims and Policy Analytics app to get actionable
insights into claims management and policy administration. With the Insurance Claims and Policy Available for an additional
Analytics dashboards, claim handlers and producers can prioritize tasks, claims, quotes, and policies cost in: Enterprise,
that need immediate attention to improve customer satisfaction. Performance, and
Unlimited Editions where
Note: Insurance Claims and Policy Analytics is available at an extra charge for Vlocity
Financial Services Cloud for
customers with Financial Services Cloud Basic or Standard licenses and the FSCAnalyticsPlus
Insurance is enabled and
(CRM Analytics for Financial Services) license. For complete deployment instructions, see
Vlocity Insurance is installed
Deploy Tableau CRM for Financial Services

Insurance Claims and Policy Analytics Dashboards

Insurance Claims and Policy Analytics dashboards give you actionable insights to effectively manage your claims, quotes, and policies.
Key Performance Indicators
Learn the definitions and calculations of key metrics shown in Insurance Claims and Policy Analytics.
Use Policy Renewal Prediction
The Policy Renewal Prediction app, with its Einstein Discovery-powered dashboards, gives you intelligent insights on the likelihood
of policy renewals. With these smart predictive analytics, you can quickly identify the customers who are unlikely to renew their
policy and devise strategies to improve renewals.

Insurance Claims and Policy Analytics Dashboards

Insurance Claims and Policy Analytics dashboards give you actionable insights to effectively manage
EDITIONS
your claims, quotes, and policies.
You can access the Insurance Claims and Policy Analytics app and its dashboards through CRM Available for an additional
Analytics Studio. cost in: Enterprise,
Performance, and
Unlimited Editions where
Claims Handler Dashboard Financial Services Cloud for
The Claims Handler dashboard gives you actionable insights on open claims and tasks to efficiently Insurance is enabled and
manage your workload. The dashboard answers these questions: Vlocity Insurance is installed

• How many open tasks are overdue or due tomorrow?

• Do I have any regulatory tasks open?
• Do any open tasks related to high-severity claims exist?
• What are the high-priority tasks to focus on today?
• How many claims are open for more than the average claim settling time?
• Which are the high-severity open claims?

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• What’s the distribution of claims by loss type?

Claims Team Leader Dashboard

The Claims Team Leader dashboard tracks your team’s performance and ensures that the team members comply with the SLAs. With
insights into key metrics, you can forecast your staffing better. The dashboard answers these questions:
• How’s my team performing based on the key metrics for claims and tasks?
• What’s the distribution of claims by status?

Producer Dashboard
The Producer dashboard identifies tasks, quotes, and policies that need your attention. The dashboard answers these questions:
• How many open tasks are overdue or due tomorrow?
• Are any high-priority tasks open?
• How many quotes and policy-related tasks are open?
• How many quotes are open? And for how long are they open?
• What’s the estimated commission on a quote?
• Which policies are up for renewal in the next 30 or 60 days?
• Which policies have high gross written premium?

Producer Performance Dashboard

The Producer Performance dashboard gives insights into your performance based on key metrics for quotes and policies. The dashboard
answers these questions:
• What are the key metrics for my Book of Business?
• How am I doing based on the key metrics?
• How much did I earn in commissions?

Claims Performance Dashboard

The Claims Performance dashboard gives you insights to understand your claims data better and improve the service quality. The
dashboard answers these questions:
• How’s my business performing based on key metrics, such as claims over time, closed claims, closure rate, settlement ratio, and
average time to settle a claim?
• What’s the trend of new claims and claims pending from a previous period?
• What’s the trend of the closure rate for claims?
• What’s the distribution of the total claims by line of business, state, and loss type?

Financial Performance Dashboard

The Financial Performance dashboard gives you actionable insights into your financial performance. With the dashboard visualizations,
you can effectively manage expenses and reserves, devise strategies to reduce your operations costs, and write policies that increase
your revenue. The dashboard answers these questions:
• What’s the distribution of the total expense paid, the expense reserves, and the loss reserves by line of business, states, and loss
types?

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• What’s the distribution of the total amount paid and the total loss amount by claim type, states, and loss types?
• How’s the loss ratio based on the line of business, product, states, and loss type?
• How’s my financial performance when compared to a previous period?

Producer Team Performance Dashboard

The Producer Team Performance dashboard gives you insights to effectively manage your team and balance the team’s workload.
Monitor your team’s performance based on key metrics for tasks, quotes, and policies. The dashboard charts answer these questions:
• How’s my team performing based on key metrics for policies, quotes, and tasks?
• What’s the distribution of open tasks by due date, task type, and quotes and policies?
• What’s the distribution of open quotes by open duration and quoted commission?
• How many policies are up for renewal in the next 30 or 60 days?
• What’s my team’s average number of open tasks, open quotes, and policies up for renewal?
• How many quotes are open? And for how long are they open?
• What’s the estimated commission on a quote?

Producer Team Performance Historical Dashboard

The Producer Team Performance Historical dashboard monitors your team's historical performance and coaches your team members
to improve their performance. The dashboard charts answer these questions:
• How’s my team performing based on key metrics like GWP, policies, earned commissions, quote conversion rate, and renewal rate?
• How’s my team performing when compared to a previous period?

Sales Performance Dashboard

The Sales Performance dashboard provides actionable insights to identify products with high commissions, high GWP, high renewal
rate, and new business. You can also use the dashboard to monitor an agent’s sales performance based on key metrics. The dashboard
charts answer these questions:
• How are my team’s sales based on key metrics for quotes, policies, and commissions?
• What are the top-selling products?
• Which products can give high commissions?
• Which products have policies with high GWP?
• Which products have a high policy-renewal rate?
• Which products have policies from new businesses?

Book of Business Dashboard

The Book of Business dashboard contains the visualizations to quickly analyze your book of business. The dashboard charts answer these
questions:
• What's our performance on insurance-industry KPIs?
• What's our sales distribution over policy types and geography?

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Distributor Book of Business Dashboard

The Distributor Book of Business dashboard analyzes the book of business for each of your distributors and the whitespace for distributors
and customers. The dashboard charts answer these questions:
• How do my distributors perform based on insurance-industry KPIs?
• Who are my top-performing distributors?
• What's the breakdown of the types of policies sold by each of my distributors?
• What are the cross-sell opportunities for my distributors?

Distributor Sales Performance Dashboard

The Distributor Sales Performance dashboard analyzes the sales performance based on multiple KPIs. The dashboard charts answer these
questions:
• How do my distributors perform on sales and renewals based on policy type?
• How do my distributors perform on claims and loss ratio based on policy type?
• What's the number of activities completed for the distributor?
• What's the breakdown of the policy types sold by my distributors to each of the customers?
• What are the reasons for policy cancellations?

Key Distributors Dashboard

The Key Distributors dashboard provides a quick view of the leaderboard of distributors based on multiple KPIs. The dashboard charts
answer these questions:
• Who are my top-performing distributors based on GWP, policy count, loss ratio, or GWP growth?
• How does each of my distributors perform based on insurance-industry KPIs?

Key Performance Indicators

Learn the definitions and calculations of key metrics shown in Insurance Claims and Policy Analytics.
EDITIONS
This table lists the key metrics and their calculations.
Available for an additional
Metric Description Calculation cost in: Enterprise,
Performance, and
Claims Open Tasks Number of claims-related open Count of records in the Task Unlimited Editions where
tasks. object, where: Financial Services Cloud for
• The value of the Related To Insurance is enabled and
field is either Claim or Vlocity Insurance is installed
Claim Coverage.
• The value of the Status field
isn’t Completed.

Open Tasks by Due Date Claims-related open tasks Claims-related open tasks
grouped by due date. grouped by these due date
groups:
• Overdue
• Due today

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Metric Description Calculation

• Due tomorrow
• Due in 3–4 days
• Due in 4–7 days
• Due after this week

Open Tasks by Type Open tasks grouped by task type. Open Tasks grouped by the values in the
Type field in the Task object.

Open Tasks by Priority Open tasks grouped by priority. Open Tasks grouped by the values in the
Priority field in the Task object.

Open Claims Number of open claims. Count of values in the Claim Number field
from the Claim object, where:
• The value of the Closed field is False.
• Claim Number and Closed are fields in
the Claim object.

Open Claims by Open Duration Open claims by the duration for which Days between Initiation Date and today,
they’re open. where:
• The value of the Closed field is False.
• Initiation Date and Closed are fields in
the Claim object.

Average Claim Settling Time Average time taken to settle a claim. Average of days between Finalized Date and
Initiation Date for all claims, where:
• The value of the Closed field is True.
• A value exists in the Finalized Date field.
• Finalized Date, Initiation Date, and
Closed are fields in the Claim object.

Open Claims by Status Open claims grouped by status. Open Claims grouped by the values in the
Status field in the Claim object.

Open Claims by Loss Type Open claims grouped by loss type. Open Claims grouped by the values in the
Loss Type field in the Claim object.

Open Tasks Number of open tasks related to insurance Count of records in the Task object, where:
policies or quotes. • The value of Related To field is either
Insurance Policy or Quote.
• The value of the Status field isn’t
Completed.
• Related To and Status are fields in the
Task object.

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Metric Description Calculation

Open Tasks by Due Date Insurance policy or quote-related open tasks Insurance Policy or Quote-related open tasks
grouped by due date. grouped by these due dates:
• Overdue
• Due today
• Due tomorrow
• Due in 3–4 days
• Due in 4–7 days
• Due after this week

Open Tasks by Priority Open tasks grouped by priority. Open tasks grouped by the values in the
Priority field.

Open Quotes Number of open quotes. Count of records in the Quote object, where:
• The End Date field doesn’t have a value
or the End Date field value is greater
than or equal to today.
• The Status field value isn’t Issued,
Rejected, or Denied.

Open Quotes by Open Duration Groups Open quotes grouped by the open duration Open quotes grouped by these open
groups. duration groups:
• Quotes open for less than 2 days
• Quotes open for 2–7 days
• Quotes open for 1–2 weeks
• Quotes open for 3–4 weeks
• Quotes open for more than 4 weeks

Open Quotes by Open Duration Open quotes by open duration. Open quotes grouped by the duration
between the Effective Date and today,
where:
• The value of the Status field isn’t Issued,
Rejected, or Denied.
• Effective Date and Status are fields in
the Quote object.

Quoted Commission Commission amount for an open quote. Sum of the Commission Amount field values
for all open quotes.

Policies Up For Renewal Number of policies that are up for renewal Count of records in the Insurance Policy
in the selected duration. object, where:
• The value of the Final Renewal Date field
is in the selected duration. If the Final
Renewal Date doesn’t have a value, the
Renewal Date field is considered.

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Metric Description Calculation

• The value of the Status field isn’t

Terminated, Canceled, or Customer
Rejected.

Days to Renewal Number of days before the policy renewal Duration in days between the Final Renewal
due date. Date and today.
When the Final Renewal Date field doesn’t
have a value: Duration in days between the
Renewal Date and today. Final Renewal Date
and Renewal Date are fields in the Insurance
Policy object.

Gross Written Premium Total gross written premium of all policies. Sum of the Gross Written Premium values
in the Insurance Policy object.

Earned Commissions Total commission amount from insurance Sum of the Total Commission Amount field
policies. values in the Insurance Policy object, where:
• The value of the Effective Date field is
in the selected duration.
• Total Commission Amount and Effective
Date are fields in the Insurance Policy
object.

Quote Conversion Rate Percentage of quotes converted to policies. (Count of records in the Insurance Policy
object with a value in the Source Quote
field)/(Count of records in the Quote object)
* 100, where the value of the Effective Date
field is in the selected duration.

Policy Renewal Rate Percentage of policies renewed. Policies Renewed * 100/(Policies Renewed
+ Policies Not Renewed)
Policies Renewed: Count of Insurance Policy
records where the Final Renewal Date or
Renewal Date field value is in the selected
duration, and a value exists in the Date
Renewed field.
Policies Not Renewed: Count of Insurance
Policy records where the Final Renewal Date
field value or Renewal Date field value is in
the selected duration. The Date Renewed
field doesn’t have a value and the Status
field value is Terminated, Cancelled, or
Customer Rejected.

Quote Conversion Rate based on Amount Percentage of quotes converted to policies (Sum of Gross Written Premium of Insurance
based on premium. Policy records with a value in the Source
Quote field)/(GWP of all Quotes) * 100,

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Metric Description Calculation

where the value of the Effective Date field
is in the selected duration.

Policy Renewal Rate based on GWP Percentage of policies renewed based on (Sum of Gross Written Premium of Policies
premium. Renewed * 100)/(Sum of Gross Written
Premium of Policies Renewed + Sum of
Gross Written Premium of Policies Not
Renewed)
Policies Renewed: Count of Insurance Policy
records where the Final Renewal Date or
Renewal Date field value is in the selected
duration, and a value exists in the Date
Renewed field.
Policies Not Renewed: Count of Insurance
Policy records where the Final Renewal Date
field value or Renewal Date field value is in
the selected duration. The Date Renewed
field doesn’t have a value and the Status
field value is Terminated, Cancelled, or
Customer Rejected.

Open Tasks by Open Duration Open tasks grouped by the duration for Open tasks grouped by these open duration
which they’re open. groups:
• Open for less than 2 days
• Open for 2–7 days
• Open for 1–2 weeks
• Open for 3–4 weeks
• Open for more than 4 weeks

Open Claims by Severity Open claims grouped by severity. Open Claims grouped by the values in the
Severity field in the Claim object.

Tasks Related to Quotes or Policies Number of open tasks related to insurance Count of records in the Task object, where:
policies or quotes. • The value of Related To field is either
Insurance Policy or Quote, and the value
of the Status field isn’t Completed.
• Related To and Status are fields in the
Task object.

Total Policies Total number of insurance policies. Count of records in the Insurance Policy
object, where the value of the Effective Date
field is in the selected duration.

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Metric Description Calculation

Endorsed Policies Total number of endorsed policies. Count of records in the Insurance Policy
object, where:
• The value of the Effective Date field is
in the selected duration.
• A value exists in the Prior Policy field.
.

GWP from New Businesses Total gross written premium from new Sum of the Gross Written Premium values
insurance policies. in the Insurance Policy object, where:
• The value of the Effective Date field is
in the selected duration.
• The Renewed Policy field value is False.

Policies from New Businesses Number of policies from new businesses. Count of records in the Insurance Policy
object, where:
• The value of the Effective Date field is
in the selected duration.
• A value doesn't exist in the Prior Policy
field.
• The Renewed Policy field value is False.

Total GWP Total gross written premium of the policies Sum of the values in the Gross Written
in the selected duration. Premium field in the Insurance Policy object,
where the value of the Effective Date field
is in the selected duration.

Total Quotes Total number of quotes in the selected Count of records in the Quote object, where:
duration. • The value of the Effective Date field is
in the selected duration.
• The value of the Status field is Issued,
Rejected, or, Denied.

Total Quoted Premium Total premium amount quoted in the Sum of the values in the Total Premium field
selected duration. in the Quote object, where:
• The value of the Effective Date field is
in the selected duration.
• The value of the Status field is Issued,
Rejected, or Denied.

Average Quoted Premium Average of the premium amounts quoted. (Sum of Total Premium values in the Quote
object) / (Count of records in the Quote
object)

Average GWP Average gross written premium of policies (Sum of Gross Written Premium values in
in the selected duration. the Insurance Policy object) / (Count of

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Metric Description Calculation

records in the Insurance Policy object),
where the value of the Effective Date field
is in the selected duration.

New Claims Number of new claims in the selected Count of values in the Claim Number field
duration. from the Claim object, where the value of
Initiation Date is in the selected duration.

Pending Claims Number of claims pending settlement. Count of values in the Claim Number field
These claims are carried forward from a from the Claim object, where the value of
previous period to the current period. the Closed field is False in the selected
duration.

Closed Claims Number of claims closed in the selected Count of values in the Claim Number field
duration. from the Claim object, where:
• The value of the Finalized Date field is
in the selected duration.
• The Closed field value is True.

Claim Closure Rate Percentage of claims closed in the selected (Claims Closed) / (New Claims + Pending
duration. Claims) * 100

Total Amount Paid Total amount paid to customers. Total Loss Amount + Total Expense Paid

Total Loss Amount Total amount paid for losses in the selected Sum of the values in the Adjusted Amount
duration. field in the Claim Coverage Payment Detail
object, where:
• The value of the Type field is Loss.
• A lookup to Claim Payment Summary
exists and the value of Payment Date is
in the selected duration.
• Type and Claim Payment Summary are
fields in the Claim Coverage Payment
Detail object.
• Payment Date is a field in the Claim
Payment Summary object.

Total Expense Paid Total expenses paid in the selected duration. Sum of the values in the Adjusted Amount
field in the Claim Coverage Payment Detail
object, where:
• The value of the Type field is Expense.
• A lookup to Claim Payment Summary
exists and the value of Payment Date is
in the selected duration.
• Type and Claim Payment Summary are
fields in the Claim Coverage Payment
Detail object.

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Metric Description Calculation

• Payment Date is a field in the Claim

Payment Summary object.

Current Loss Reserve Total losses incurred that are pending Sum of the values in the Loss Reserve
payment. Amount field in the Claim Coverage object,
where the value of the Closed field is False
in the Claim ID lookup.

Current Expense Reserve Amount Total expenses incurred that are pending Sum of the values in the Expense Reserve
payment. Amount field in the Claim Coverage object,
where the value of the Closed field is False
in the Claim ID lookup.

Loss Ratio Losses incurred due to claims as a (Total Loss Paid + Total Expense Paid) /
percentage of the premiums earned. Earned Premium

Earned Premium Total premium earned in the selected (Total Premium / Policy Term) * (Date Y -
duration. Date X)
Total Premium = Sum of the values in the
Term Premium field in the Insurance Policy
Coverage object.
Policy Term = (The value of the Expiration
Date field in the Insurance Policy object) -
(The value of the Effective Date field in the
Insurance Policy object).
Here's how Date X and Date Y are
calculated:
• When the effective date is in the
selected duration and the expiration
date is greater than or equal to the end
date of the selected duration:
– Date X = Effective Date
– Date Y = End date of the selected
duration

• When the effective date is less than or

equal to the start of the selected
duration and the expiration date is in
the selected duration:
– Date X = Start date of the selected
duration
– Date Y = Expiration Date

• When the effective date is less than or

equal to the start of the selected
duration and the expiration date is

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Metric Description Calculation

greater than or equal to the end date of
the selected duration:
– Date X = Start date of the selected
duration
– Date Y = End date of the selected
duration

• When the effective date and expiration

date are in the selected duration:
– Date X = Effective Date
– Date Y = Expiration Date

Settlement Ratio Percentage of claims settled in the selected Approved Claims / Total Closed Claims
duration. Approved Claims = Count of records in the
Claims object where Finalized Date in the
selected duration and Closed is True. The
claim has at least one corresponding record
in the Claim Coverage Payment Detail object
where:
• Type is Loss
• Adjusted Amount is greater than 0
• A value exists in the Claim Payment
Summary field
Closed Claims = Count of records in the
Claims object where Finalized Date is in the
selected duration and Closed is True.

Open Tasks by Open Duration Open tasks grouped by the duration for Open tasks grouped by these open duration
which they’re open. groups:
• Open for less than 2 days
• Open for 2–7 days
• Open for 1–2 weeks
• Open for 3–4 weeks
• Open for more than 4 weeks

Open Claims by Severity Open claims grouped by severity. Open Claims grouped by the values in the
Severity field in the Claim object.

Tasks Related to Quotes or Policies Number of open tasks related to insurance Count of records in the Task object, where:
policies or quotes. • The value of the Related To field is either
Insurance Policy or Quote, and the value
of the Status field isn’t Completed.

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Metric Description Calculation

• Related To and Status are fields in the

Task object.

Total Policies Total number of insurance policies. Count of records in the Insurance Policy
object, where the value of the Effective Date
field is in the selected duration.

Endorsed Policies Total number of endorsed policies. Count of records in the Insurance Policy
object, where:
• The value of the Effective Date field is
in the selected duration.
• A value exists in the Prior Policy field.

GWP from New Businesses Total gross written premium from new Sum of the Gross Written Premium values
insurance policies. in the Insurance Policy object, where:
• The value of the Effective Date field is
in the selected duration.
• The Renewed Policy field value is False.

Policies from New Businesses Number of policies from new businesses. Count of records in the Insurance Policy
object, where:
• The value of the Effective Date field is
in the selected duration.
• A value doesn't exist in the Prior Policy
field.
• The Renewed Policy field value is False.

Total GWP Total gross written premium of the policies Sum of the values in the Gross Written
in the selected duration. Premium field in the Insurance Policy object,
where the value of the Effective Date field
is in the selected duration.

Total Quotes Total number of quotes in the selected Count of records in the Quote object, where:
duration. • The value of the Effective Date field is
in the selected duration.
• The value of the Status field is Issued,
Rejected, or Denied.

Total Quoted Premium Total premium amount quoted in the Sum of the values in the Total Premium field
selected duration. in the Quote object, where:
• The value of the Effective Date field is
in the selected duration.
• The value of the Status field is Issued,
Rejected, or Denied.

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Metric Description Calculation

Average Quoted Premium Average of the premium amounts quoted. (Sum of Total Premium values in the Quote
object) / (Count of records in the Quote
object)

Average GWP Average gross written premium of policies (Sum of Gross Written Premium values in
in the selected duration. the Insurance Policy object) / (Count of
records in the Insurance Policy object),
where the value of the Effective Date field
is in the selected duration.

New Claims Number of new claims in the selected Count of the values in the Claim Number
duration. field from the Claim object, where the value
of Initiation Date is in the selected duration.

Pending Claims Number of claims pending settlement. Count of the values in the Claim Number
These claims are carried forward from a field from the Claim object, where the value
previous period to the current period. of Closed field is False in the selected
duration.

Closed Claims Number of claims closed in the selected Count of the values in the Claim Number
duration. field from the Claim object, where:
• The value of the Finalized Date field is
in the selected duration.
• The Closed field value is True.

Claim Closure Rate Percentage of claims closed in the selected (Claims Closed) / (New Claims + Pending
duration. Claims) * 100

Total Amount Paid Total amount paid to customers. Total Loss Amount + Total Expense Paid

Total Loss Amount Total amount paid for losses in the selected Sum of the values in the Adjusted Amount
duration. field in the Claim Coverage Payment Detail
object, where:
• The value of the Type field is Loss.
• A lookup to Claim Payment Summary
exists and the value of Payment Date is
in the selected duration.
• Type and Claim Payment Summary are
fields in the Claim Coverage Payment
Detail object.
• Payment Date is a field in the Claim
Payment Summary object.

Total Expense Paid Total expenses paid in the selected duration. Sum of the values in the Adjusted Amount
field in the Claim Coverage Payment Detail
object, where:
• The value of the Type field is Expense.

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Metric Description Calculation

• A lookup to Claim Payment Summary

exists and the value of Payment Date is
in the selected duration.
• Type and Claim Payment Summary are
fields in the Claim Coverage Payment
Detail object.
• Payment Date is a field in the Claim
Payment Summary object.

Current Loss Reserve Total losses incurred that are pending Sum of the values in the Loss Reserve
payment. Amount field in the Claim Coverage object,
where the value of the Closed field is False
in the Claim ID lookup.

Current Expense Reserve Amount Total expenses incurred that are pending Sum of the values in the Expense Reserve
payment. Amount field in the Claim Coverage object,
where the value of the Closed field is False
in the Claim ID lookup.

Loss Ratio Losses incurred due to claims as a (Total Loss Paid + Total Expense Paid) /
percentage of the premiums earned. Earned Premium

Earned Premium Total premium earned in the selected (Total Premium / Policy Term) * (Date Y -
duration. Date X)
Total Premium = Sum of the values in the
Term Premium field in the Insurance Policy
Coverage object.
Policy Term = (The value of the Expiration
Date field in the Insurance Policy object) -
(The value of the Effective Date field in the
Insurance Policy object).
Here's how Date X and Date Y are calculated
:
• When the effective date is in the
selected duration and the expiration
date is greater than or equal to the end
date of the selected duration:
– Date X = Effective Date
– Date Y = End date of the selected
duration

• When the effective date is less than or

equal to the start of the selected
duration and the expiration date is in
the selected duration:

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Metric Description Calculation

– Date X = Start date of the selected

duration
– Date Y = Expiration Date

• When the effective date is less than or

equal to the start of the selected
duration and the expiration date is
greater than or equal to the end date of
the selected duration:
– Date X = Start date of the selected
duration
– Date Y = End date of the selected
duration

• When the effective date and expiration

date are in the selected duration:
– Date X = Effective Date
– Date Y = Expiration Date

Settlement Ratio Percentage of claims settled in the selected Approved Claims / Total Closed Claims
duration.
Approved Claims = Count of records in the
Claims object where Finalized Date is in the
selected duration and Closed is True. The
claims object has at least one corresponding
record in the Claim Coverage Payment
Detail object, where:
• Type is Loss
• Adjusted Amount is greater than 0
• A value exists in the Claim Payment
Summary field.
Closed Claims = Count of records in the
Claims object where Finalized Date is in the
selected duration and Closed is True.

Sales by State Total gross written premium amount of all Sum of Gross Written Premium from
policies by the billing state. Insurance Policy, where effective date is in
the selected duration grouped by
InsurancePolicy.NameInsured.BillingState.

GWP from Renewals Total gross written premium amount from Sum of Gross Written Premium of Policies
the renewed policies. Renewed, where:
• The Final Renewal Date or Renewal Date
field value is in the selected duration.
• A value exists in the Date Renewed field.

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Metric Description Calculation

GWP Growth Percentage of growth in gross written (Sum of GWP from Insurance Policy where
premium amount based on duration. effective date is in the selected duration -
Sum of GWP from Insurance Policy where
effective date is in the Compare To
duration)/Sum of GWP from Insurance
Policy, where effective date is in the
Compare To duration * 100

GWP by New Business Total gross written premium amount from Sum of GWP from Insurance Policy, where
the new policies. Effective Date is in the selected duration and
Renewed Policy is False.

Policies by Cancellation Reason Number of canceled policies based on Number of policies where Canceled date is
cancellation reason within the selected duration and is grouped
by Cancelation Reason Type.

Claims Total Paid Total claim amount paid to the customers Total Loss Paid + Total Expense Paid

Tasks Number of completed tasks by insurance Count of Tasks related to Insurance Policy
policy or quote. or Quote, where task status is Completed.

Tasks by Week Number of completed tasks for the Count of Tasks related to Insurance Policy
insurance policy or quote in a week or Quote, where task status is Completed
and is grouped week-wise based on
CompletedDateTime.

Total Paid Total amount paid to the customers. Total Loss Paid + Total Expense Paid

Use Policy Renewal Prediction

The Policy Renewal Prediction app, with its Einstein Discovery-powered dashboards, gives you
EDITIONS
intelligent insights on the likelihood of policy renewals. With these smart predictive analytics, you
can quickly identify the customers who are unlikely to renew their policy and devise strategies to Available for an additional
improve renewals. cost in: Enterprise,
Performance, and
Note: Policy Renewal Prediction app is available at an extra charge for Vlocity customers
Unlimited Editions where
with Financial Services Cloud Basic or Standard licenses and the FSCAnalyticsPlus (CRM
Financial Services Cloud for
Analytics for Financial Services) license. For complete deployment instructions, see Deploy
Insurance is enabled and
Tableau CRM for Financial Services
Vlocity Insurance is installed.
You can access the Policy Renewal Prediction app and its dashboards through CRM Analytics Studio.

Likelihood of Policy Renewal Dashboard

The Likelihood of Policy Renewal dashboard gives you insights on policies that are at a high risk of not being renewed. The dashboard
charts answer these questions:
• How many policies are up for renewal?
• How many customers are to be considered?
• What is the GWP for policies that are up for renewal?
• Which policies are at risk of not being renewed?

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• Which are the high-GWP policies to focus on?

• Which customers do I prioritize for follow-ups in order to retain them?

Likelihood of Renew Policy Dashboard

The Likelihood of Renew Policy dashboard (Embedded) gives you insights into the policy renewal status of a specific customer. The
dashboard charts answer these questions:
• How many policies are up for renewal for the customer?
• How many days are left for the customer to renew their policies?
• What's the GWP for policies that are up for renewal?
• What's the predicted renewal score for policies that are up for renewal?

Use Analytics for Wealth Management

Analytics for Wealth Management gives financial advisors, personal bankers, and managers a
EDITIONS
complete customer intelligence solution.

Note: Administrators can set up your org with Analytics for Wealth Management by following Available in: Lightning
the steps in Deploy CRM Analytics for Financial Services. Experience

Available in: Professional,

Enterprise, and Unlimited
Editions for an extra cost

Analytics for Wealth Management’s prebuilt dashboards offer actionable insights about your book of business. They visualize the metrics
advisors can use to stay on top of client goals and satisfaction, leads, and referrals. Its license provides complete access to CRM Analytics
Plus platform features. It includes Einstein Discovery, which you use to create automated AI models on any dataset without writing code.
The CRM Analytics for Financial Services license also gives you access to the Analytics for Insurance, Analytics for Retail Banking, Consumer
Banking Starter Analytics, and Wealth Starter Analytics templates. Your Salesforce admin can create apps from them to help you take
the first steps of your Analytics journey.

Note: See Analytics Limitations in Salesforce Help to learn more about CRM Analytics Plus platform functionality.

Open the app.

•
From the app picker , select CRM Analytics Studio to open the CRM Analytics home page.
• Under Browse in the left column, select All Items.

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• Select the Apps tab, then click your app to open it. If you can’t immediately find it, consult your Salesforce administrator to find out
the name they gave it when creating the app.
Click Dashboards to view all app dashboards. Click an element in any of the charts at the top of a dashboard page to see details in the
list view below the chart.
After clicking an element in a dashboard, you’ll see Modified and a revert icon at the top of the dashboard, next to its title, like this

. Click the revert icon to return the dashboard to its original state.
In dashboard pages with a details table, take action from the table by rolling the cursor over an item in the Name column. Then, click
the disclosure triangle at the right and select an action from the menu that appears.

Dashboards for Financial Advisors and Personal Bankers

View these dashboards by clicking Financial Advisor Home. Advisors and personal bankers start here for summary metrics about the
state of the business. Click Open Dashboard beneath the summaries to drill into details behind the summary metrics.
Client Acquisition dashboard. Target high-opportunity leads for immediate action and provides insights into leads/referral sources,
conversion rates, and trending. Organized into these pages.
• What needs attention? Identifies leads that have stalled, or have had no activity, for immediate action.
• Lead/Referral Sources. Identifies high opportunity leads and referrals.
• Tracking leads/referrals. If the leads haven’t converted yet, visualizes what’s happened to leads and how far they’ve proceeded.
• Conversion. Shows the kinds of leads and referrals you’ve had most success with by product, time, and number of touches or activities.
• Lead pipeline trending. Provides insight into how leads have changed over time and flow of leads in and out of the pipe in between
those two snapshots. Select different dates in the filters at left to change the time period.
See additional detail on page 116.
Client Interactions dashboard. Identify clients who require immediate action and track and understand the results of client management
activities. Organized into these pages.
• Overview. Shows clients that have been neglected and their importance according to assets under management (AUM) or other
metrics. Also shows days since last contact with clients, clients whose AUM has dropped, and clients with overdue tasks.
• Activity History. Shows how an advisor has spent their time according to activity type and time period.
• Activity Outcomes. Shows the results of activities. Click any week to see clients that you met that week and metrics for those clients,
including AUM, deposits, wallet share, and assets under advisement.
See additional detail on page 118.
Events and Seminars dashboard. Track the performance of events and seminars. Start by visualizing attendance across events over time,
and then drill into event performance by costs, response rates, and conversion rates. Data comes from the Campaign object, where
campaign type is Event.
See additional detail on page 119.
My Book of Business dashboard. Start with an overview of your financial book of business and how it has changed over time. Includes
alerts to changes compared to last month, quarter, and year. Drill into data through these pages.
• Product Portfolio Mix. Provides insight into which products provide the opportunity to boost sales based on current and historic mix.
• Transactions. Shows the net inflow to and outflow from your portfolio and identifies clients who have added or withdrawn from
their accounts.
• Earnings and Fees. Visualizes advisor commissions and fees and revenues for the entire organization
See additional detail on page 113.

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My Clients dashboard. Identify clients for appropriate action based on recency of interactions with them, attrition risk, or portfolio value.
Organized into these pages.
• Who needs my attention? Single out clients at risk of possible attrition or who need extra attention. Shows clients who have withdrawn
funds, lost funds in the market, or logged cases with customer service.
• Who are my top clients? Organizes specific clients based on their wallet share and length of relationship with the company so you
can see which ones require most attention.
• What demographics do I serve? Helps you better understand the profile of a typical client and high-net-worth clients. Categorizes
clients by net worth, length of relationship, geography, and other criteria.
• Are clients reaching their goals? Identify clients who need help with progressing toward their financial goals. Shows progress toward
goals by client type, percent completion of goals, and size of goals.
See additional detail on page 115.
My Households dashboard. Similar to My Clients, except focused on households. Not all metrics from accounts roll up to the household
level, so shows separate pages for only top households and demographics.
See additional detail on page 120.
Sales Performance dashboard. Visualize progress toward sales goals over time. Organized into the pages.
• What needs my attention? Highlights high-value opportunities that require immediate action from the team. Shows opportunities
that have stayed in a stage longer than the average for the stage, and ones where there's no recent activity.
• Will I make my number? Shows your team's progress toward quota, including your target and the number of business days left in the
period. View quarter-over-quarter and year-over-year historic comparisons and select new or existing customers. View contributions
of individual team members by selecting them from the Advisor Name global filter at the top.
• What's in my pipeline? To help you zero in on high-opportunity segments of the pipeline, shows open pipe by stage, market segment,
and opportunity type. Also shows total open pipe and open deals.
• How has my pipeline changed? Trends your pipeline, showing how it has changed between two dates (for example, quarter to date)
for opportunities that are forecast to close within a specific time period. Change the Pipeline Start and End Date filter to view deals
for a preset period (year, quarter, month, and so on), or select a custom period.
• How can I win more deals? Visualizes how and why advisors, bankers, and managers can win more deals (or lose them) by market
segment and opportunity type, and over time.
See additional detail on page 120.

Dashboards for Executives and Managers

Managers and executives start here to evaluate the performance of the performance of advisors and bankers who report to them at the
team/office and regional levels. Team key performance indicators include assets under management, closed won business, and
leads/referrals. Click Open Dashboard beneath the summaries to drill into details behind the KPIs. The dashboards assume a structure
of State City Advisor, with filters for each category. You can customize them to reflect your own hierarchy if it’s different.
Team Book of Business dashboard. Provides a team view of the book of business. Organized into these pages.
• Team Leaderboard. The default page, ranking team members according to total AUM, total financial accounts, and new AUM.
• Regional View. Ranks performance by geographic location.
• Drivers of Success. View correlations between performance and activities. Select performance metrics such as $AUM or #Clients and
see the correlation with progress metrics related to any activity, lead, or opportunity.
• Comparative Trend. Review advisor progress over time so you can see how each team member performs in their first few months or
as compared to their peers.
• 1-on-1 Helper. Provides performance metrics and rankings for your personal bankers.

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Team Sales Performance dashboard. Evaluate each advisor's performance with focus on whether they make their quotas. Rank team
members using three different metrics and track performance of each advisor for the quarter. And drill down to individual opportunities
in the details table. Select Opportunity Processing to evaluate advisor efficiency.
Team Client Acquisition dashboard. Evaluate advisor effectiveness at bringing new clients into the business. The main chart shows how
each team member’s leads progress through the pipeline. The secondary charts show conversion rates and number of touches required
to convert leads and referrals. Select Events and Seminars to view the effectiveness of those activities at a regional and office level
based on attendance, costs, conversion rates, and other KPIs.

Dashboards for Embedding

CRM Analytics for Financial Services includes dashboards that can be embedded and accessed in Lightning Experience pages. Your
Salesforce administrator can embed the dashboards for your organization.
Home. Intended for providing top-level metrics and insights to advisors through the Financial Services Cloud Wealth Management
application. It can be embedded anywhere you want to view CRM Analytics insights. It includes these tabs.
• Current Clients. Shows key client metrics, such as number of clients, households, balances, and AUM, for the current and previous
month. Also displays clients with the larges and smallest AUM change over the past seven days.
• Growing My Business. Shows you the number of open leads/referrals and helps you determine if you can make your quarterly sales
numbers.
Financial Account. Shows an account’s history and assets under management, total financial assets, and client net worth. Intended for
access through a financial accounts record page.
Goal. Shows a client’s progress toward a financial goal, for example saving for college education or retirement. Includes the target amount,
percent completion, and elapsed time. Intended for access through a financial goals record page.
Lead & Referral. Intended for access through a lead or referral record page. Includes a carousel with four cards.
• Lead Source. Shows your success converting leads from a particular source. Includes the source of the lead and the percentage
completion rate of leads from that source. Also shows comparison to your average conversion rate for leads from all sources.
• Product Interest. Shows your success converting leads for a particular product.
• Is this lead/referral receiving enough attention? Shows length of time a lead has been open and activities for the lead compared
with activities for all leads.
• Is this lead/referral progressing as expected? Indicates whether a lead is ahead of or behind the overall conversion rate for all leads
from the source.

Opportunity. Intended for access through a product record page. Includes a carousel with three cards. Intended for access through a
product record page.

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• Product Win Rate. Helps you gauge the opportunity for selling the product. Shows the win rate for a product in comparison to the
win rate for all your products. Also tells you the rank for that product’s win rate compared to all your products. (Shown for a 401 K.)
• Total Closed Business. Shows closed business for the product.
• Opportunity Progress: Age in Stage. Shows the progress of the opportunity through stages in your selling process.

Use the My Book of Business Dashboard

Financial advisers: Start with an overview of your financial book of business and how it has changed over time. Get alerts about
changes compared to last month, quarter, and year. And dig deeper to see which of your products are used the most, deposits and
withdrawals over time, and earnings by product and over time.
Use the My Clients Dashboard
Financial advisors can use this dashboard to identify clients for appropriate action based on recency of interactions with them,
attrition risk, or portfolio value. Start by viewing client activities that indicate they need attention from you. Then dig deeper to see
your top clients, profile your client population, and see if clients are reaching their financial goals.
Use the Client Acquisition Dashboard
Target high-opportunity leads for immediate action and get insights into leads/referral sources, conversion rates, and trending.
Use the Client Interactions Dashboard
Financial advisors: Make sure you’re taking the actions that retain clients by getting instant insight into the results of your client
management activities. Learn how you’re spending time, see who’s overdue for attention, and understand which activities have the
most positive results. Use the dashboard’s KPIs to identify clients who need immediate action from you to keep them loyal and
satisfied.
Use the Events and Seminars Dashboard
Understand the impact of events and seminars on your business. Metrics across the top show top-level numbers for your events,
including average conversion rate and cost per conversion for event attendees and average attendance rate.
Use the My Households Dashboard
Identify households for appropriate action based on portfolio value. Start by viewing households by their wallet share and the length
of time they’ve worked with you. Dig deeper to view households sorted by their AUM category and size. Not all metrics from accounts
roll up to the household level, so the dashboard shows separate pages for top households and demographics.
Use the Sales Performance Dashboard
Visualize progress toward sales goals over time. Start by learning which opportunities could use your attention to move them along
the sales process. Then get insight into whether you’re going to be able to make your quota and evaluate your pipeline to learn
about opportunities you can accelerate. Finally evaluate ways to turn more opportunities into wins.
Use the Team Book of Business Dashboard
Provides a team view of the book of business. Start with a top-level view of total and per-client/per-advisor average assets under
management (AUM), value of accounts, number of clients, and average wallet share. Filter by city, state, and advisor to refine your
view. Then dive into details in the dashboard’s pages.
Analytics for Wealth Management Dashboard Glossary
Learn the contents and use of metrics, filters, and other common dashboard elements. Keep this glossary open in a separate window
as you use the dashboards.
Use the My Book of Business Dashboard
Financial advisers: Start with an overview of your financial book of business and how it has changed over time. Get alerts about
changes compared to last month, quarter, and year. And dig deeper to see which of your products are used the most, deposits and
withdrawals over time, and earnings by product and over time.

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Use the My Clients Dashboard

Financial advisors can use this dashboard to identify clients for appropriate action based on recency of interactions with them,
attrition risk, or portfolio value. Start by viewing client activities that indicate they need attention from you. Then dig deeper to see
your top clients, profile your client population, and see if clients are reaching their financial goals.
Use the Client Acquisition Dashboard
Target high-opportunity leads for immediate action and get insights into leads/referral sources, conversion rates, and trending.
Use the Client Interactions Dashboard
Financial advisors: Make sure you’re taking the actions that retain clients by getting instant insight into the results of your client
management activities. Learn how you’re spending time, see who’s overdue for attention, and understand which activities have the
most positive results. Use the dashboard’s KPIs to identify clients who need immediate action from you to keep them loyal and
satisfied.
Use the Events and Seminars Dashboard
Understand the impact of events and seminars on your business. Metrics across the top show top-level numbers for your events,
including average conversion rate and cost per conversion for event attendees and average attendance rate.
Use the My Households Dashboard
Identify households for appropriate action based on portfolio value. Start by viewing households by their wallet share and the length
of time they’ve worked with you. Dig deeper to view households sorted by their AUM category and size. Not all metrics from accounts
roll up to the household level, so the dashboard shows separate pages for top households and demographics.
Use the Sales Performance Dashboard
Visualize progress toward sales goals over time. Start by learning which opportunities could use your attention to move them along
the sales process. Then get insight into whether you’re going to be able to make your quota and evaluate your pipeline to learn
about opportunities you can accelerate. Finally evaluate ways to turn more opportunities into wins.
Use the Team Book of Business Dashboard
Provides a team view of the book of business. Start with a top-level view of total and per-client/per-advisor average assets under
management (AUM), value of accounts, number of clients, and average wallet share. Filter by city, state, and advisor to refine your
view. Then dive into details in the dashboard’s pages.
Analytics for Wealth Management Dashboard Glossary
Learn the contents and use of metrics, filters, and other common dashboard elements. Keep this glossary open in a separate window
as you use the dashboards.

SEE ALSO:
Consumer Banking Starter Analytics Template

Use the My Book of Business Dashboard

Financial advisers: Start with an overview of your financial book of business and how it has changed over time. Get alerts about changes
compared to last month, quarter, and year. And dig deeper to see which of your products are used the most, deposits and withdrawals
over time, and earnings by product and over time.

Note: For metrics definitions for this and other Analytics for Wealth Management dashboards, see the Analytics for Wealth
Management Dashboard Glossary. The glossary also defines the contents and use of global filters that appear along the top of
dashboards, most of which appear in multiple dashboards.

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Overview Page
The dashboard opens to the Overview page, which shows metrics that help you evaluate the condition of your book of business. Select
one of the key performance indicators (KPIs) on the left (#Clients, Total Financial Accounts, and so on) to trend it over a selected
period. Scroll down to see AUM vs. Held Away and Client Segmentation, and to learn which are your top clients and households.
Then click View Trend to see the trend for that metric in chart to the right. Here’s how to use other charts:
• Clients Trend chart to the right. Select a date range for the trend or select W, M, or Q to view trend by week, month, or quarter.
• Client Segmentation chart. Defaults to number of clients. Select Total $ to view by sum of balances for selected clients. Select
Avg $ to view by average sum of balances for selected clients.
• Who are my top clients and households? chart. Defaults to show AUM (assets under management). Change the filter selection
to view by another KPI, such as Held Away and Wallet Share.

Product Portfolio Mix Page

Provides insight into which products provide opportunities to boost sales, based on current and historic mix. Click a Product Family or
Product bar in the chart on top to view metrics for just that part of your product mix. Defaults to Total $, which shows the sum of
balances for selected clients. Select Avg $ to view by average sum of balances for selected clients. Select # to view by number of clients.
The Product Mix Over Time chart defaults to showing your product mix for all time. You can change that to a specific time period by
changing the Date Range filter.

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Transactions Page
View your portfolio inflow and outflow according to selections in the filters along the top. Defaults to showing the past 12 weeks. Click
M to view by month, Q to view by quarter. Also, see which clients have made large deposits and withdrawals. Select a transaction type
to focus on credits or debits, or change the date range to view changes during a specific time period. The page also shows the following:
• Top section
– Total Deposits. Sum of client deposit amounts.
– Total Withdrawals. Sum of client withdrawal amounts.
– Net. Total deposits - total withdrawals.

• Clients with Large Deposits and Withdrawals chart. Defaults to sorting from large to small withdrawals. Select Deposits to sort
from large to small deposits.

Earnings and Fees Page

Note: The charts on this page visualize data about fees and commissions from an external .CSV data file. If the dashboard doesn’t
render, consult your Salesforce administrator.
See revenues, commissions, fees, and earnings as percentage of AUM for the entire organization or a selected advisor, according to
selections from filters along top. Defaults to all time. Zero in on a specific time period by changing the Date Range filter. Charts show
the following:
• Earnings by Product chart. Shows revenue, commissions, fees, and earnings as percent of AUM for all your financial products.
• Earnings Over Time chart. Shows earnings over time. Defaults to 31 weeks. Focus on a time period by changing selection in Date
Range filter in the Earnings by Product chart.

SEE ALSO:
Import Earnings and Fees Data to CRM Analytics for Financial Services Apps

Use the My Clients Dashboard

Financial advisors can use this dashboard to identify clients for appropriate action based on recency of interactions with them, attrition
risk, or portfolio value. Start by viewing client activities that indicate they need attention from you. Then dig deeper to see your top
clients, profile your client population, and see if clients are reaching their financial goals.

Note: For metrics definitions for this and other Analytics for Wealth Management dashboards, see the Analytics for Wealth
Management Dashboard Glossary. The glossary also defines the contents and use of global filters that appear along the top of
dashboards, most of which appear in multiple dashboards.

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Who Needs My Attention? Page

The dashboard opens to this page, which lets you single out clients at risk of possible attrition or who needs extra attention. Set the
filters at left to see clients with large withdrawals or historically low AUM (because of market losses). Also quickly learn about clients who
have logged support cases or whose accounts you haven’t reviewed in a while. View the results by quarter or by year.
In the chart on the right, click any bar to view details for a client in the following Client List Detail table.

Who Are My Top Clients? Page

Organizes specific clients based on their wallet share and length of relationship with the company to help you prioritize who receives
your attention. Select Top 50, Top 100, or All to change the selection. Click a bubble in the chart to see details about the client in the
following table.

What Demographics Do I Serve? Page

Profiles typical clients and high-net-worth clients. Categorizes clients by net worth, length of relationship, geography, and other criteria.
In either the top or bottom chart groups, select # to view by number of clients or $ to view by asset totals. Click a chart element (bar,
map, circle segment) to view details in the following table.

Are Clients Reaching Their Goals? Page

Identify clients who need help with progressing toward their financial goals. Shows progress toward goals by client type, percent
completion of goals, and size of goals. Change Filter by % Complete selection to sort clients according to how far along they are in
achieving their goals. Change Years Until Target selection to sort by how long they have until they reach their goals. Click a bar or
bubble to view details in the following table.

Use the Client Acquisition Dashboard

Target high-opportunity leads for immediate action and get insights into leads/referral sources, conversion rates, and trending.

Note: For metrics definitions for this and other Analytics for Wealth Management dashboards, see the Analytics for Wealth
Management Dashboard Glossary. The glossary also defines the contents and use of global filters that appear along the top of
dashboards, most of which appear in multiple dashboards.

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Adjust the Rating and Lead and Referral Status filters at the top to zero in on your hottest leads. Change the time period for the Last
Activity filter to get more precise information about how your team is working with leads to close them.

What Needs Attention? Page

Opens to the What Needs Attention? page, which helps identify leads that have stalled or have had no activity for immediate action.
Click an element in the Who should I call today? chart and view leads in that category in the following Leads and Referrals Details
table. For example, click the bar for the highest amount in By Expected Value to view just the potentially most valuable leads in the
details table. Then help move the lead along by rolling the cursor over a name, clicking the disclosure triangle, and selecting an action
(New Task, New Event, Log a Call, and so on).

Lead/Referral Sources Page

Combines metrics about lead referral sources and your best referrers to help you identify the best opportunities. Click a section of the
Where do leads/referrals come from? chart to view best referrers for that source in Who are my best referrers?. Or click a bar in
Who are my best referrers? to see sources for that referrers leads in Where do leads/referrals come from?. Scroll down to get
specifics for each lead in the details table.

Tracking Leads/Referrals Page

See what’s happened to leads and how far they’ve proceeded if they haven’t converted yet. Click a bar in Select a created date and
then view status of leads from that period in Where are these leads now?. Or click an element in Where are these leads now? to
see when leads in that status were created. To expand the time period, select M (month) or Q (quarter).

Conversion Page
Shown previously. Follow the lead conversion process for your team. Chart at top-left shows your conversion rate over time. Top-right
chart shows the average days leads spend in stages of the conversion process, for example Creation to first touch. Charts below show
products with most successful conversion rates and the effect of the number of touches on conversion. Click a bar for a product to see
the number of touches for conversions for that product. To learn about products that take the fewest or most touches to convert, click
a bar in How many touches to convert? and view results for each product in Which product interests convert more?

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Lead Pipeline Trending Page

Choose a start and end date to trend data about leads between those two dates. The waterfall chart depicts the flow of leads in and out
of the pipe during the period you select.
Metrics for Waterfall Chart
• # Start. Number of open leads as of selected start date.
• # New Leads. Number of leads created between selected start and end dates.
• # Converted. Number of leads converted between selected start and end dates.
• # Disqualified. Number of leads disqualified between selected start and end dates.
• # End. Number of open leads as of selected end date.

Use the Client Interactions Dashboard

Financial advisors: Make sure you’re taking the actions that retain clients by getting instant insight into the results of your client
management activities. Learn how you’re spending time, see who’s overdue for attention, and understand which activities have the
most positive results. Use the dashboard’s KPIs to identify clients who need immediate action from you to keep them loyal and satisfied.

Note: For metrics definitions for this and other Analytics for Wealth Management dashboards, see the Analytics for Wealth
Management Dashboard Glossary. The glossary also defines the contents and use of global filters that appear along the top of
dashboards, most of which appear in multiple dashboards.

Overview Page
Shows clients that have been neglected and their importance according to AUM or other metrics. Also shows days since last contact
with clients, clients whose AUM has dropped, and clients with overdue tasks. Click a bubble representing a client in the top chart to
learn if they’re due immediate attention and for details to use when you contact them.

Activity History Page

Shows how an advisor has spent time according to activity type and time period. Chart on the left shows tasks according to type, chart
on the right total tasks by date. Select W to view activities by week, M to view by month, and Q to view by quarter. Click a bar to view
details about the task type or period in the following table.

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Activity Outcomes Page

Learn the results of your activities. Click a bar for a time frame to see clients that you met that period. Then view the impact of your
activities on those clients’ AUM, wallet share, assets under advisement, and deposits. Select W to view outcomes by week, M to view by
month, and Q to view by quarter. The following charts compare outcomes to the average for all clients. Change toggle to Top 20 to
compare outcomes to average for your top clients.

Use the Events and Seminars Dashboard

Understand the impact of events and seminars on your business. Metrics across the top show top-level numbers for your events, including
average conversion rate and cost per conversion for event attendees and average attendance rate.

Note: For metrics definitions for this and other Analytics for Wealth Management dashboards, see the Analytics for Wealth
Management Dashboard Glossary. The glossary also defines the contents and use of global filters that appear along the top of
dashboards, most of which appear in multiple dashboards.

Change filter selections at the top to view a segment of event attendees.

Click an Attendee Type bar in Seminar/Event Attendance to see the attendance over time for that type in the chart on the right.
Then scroll down to the details tables at the bottom to see details for the events and invitees for that type.
Chart in the middle shows the relationship between the cost of an event and conversion rate of attendees for the types of events you
hold. Select a bubble for the event type to see the impact of cost for that type of event on conversion. The details tables at the bottom
then show details for only that event type.
The following charts that show your best performing events according to the number of attendees, conversion rate, and cost of conversion.
Click a bar for an event type in any of the three charts and the other two charts also show only results for that type. Details tables at the
bottom also show events and attendees for only the selected type.

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Use the My Households Dashboard

Identify households for appropriate action based on portfolio value. Start by viewing households by their wallet share and the length
of time they’ve worked with you. Dig deeper to view households sorted by their AUM category and size. Not all metrics from accounts
roll up to the household level, so the dashboard shows separate pages for top households and demographics.

Note: For metrics definitions for this and other Analytics for Wealth Management dashboards, see the Analytics for Wealth
Management Dashboard Glossary. The glossary also defines the contents and use of global filters that appear along the top of
dashboards, most of which appear in multiple dashboards.

Who Are My Top Households? Page

The dashboard opens to this page, which organizes households based on their wallet share and length of relationship with the company.
The visualization helps you prioritize who receives your attention. Select Top 50, Top 100, or All to view clients in those categories. Click
a bubble in the chart to see details about the client in the following table.

What Household Demographics Do I Serve? Page

Profiles your households according to their AUM and size. Click a bar to view details about households with that profile in the following
table.

Use the Sales Performance Dashboard

Visualize progress toward sales goals over time. Start by learning which opportunities could use your attention to move them along the
sales process. Then get insight into whether you’re going to be able to make your quota and evaluate your pipeline to learn about
opportunities you can accelerate. Finally evaluate ways to turn more opportunities into wins.

Note: For metrics definitions for this and other Analytics for Wealth Management dashboards, see the Analytics for Wealth
Management Dashboard Glossary. The glossary also defines the contents and use of global filters that appear along the top of
dashboards, most of which appear in multiple dashboards.

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To view the performance of individual advisors, select a team member from the Advisor Name global filter at the top. You can also
view performance by stage, opportunity type and age, opportunity amount, and time period. Global filter selections persist across all
the dashboard’s pages.

What Needs My Attention? Page

The dashboard opens to the What Needs My Attention? Page, which highlights high-value opportunities that require immediate action
from the team. Shows opportunities that have stayed in a stage longer than the average for the stage, and ones where there's no recent
activity. Click an element of one of the top two charts to get the specifics about opportunities in that category in the Opportunities
Details table at the bottom.

Will I Make My Number? Page

Shows your team's progress toward quota, including your target and the number of business days left in the period. View
quarter-over-quarter and year-over-year historic comparisons. Roll cursor over a chart element for details for that date, and scroll down
to Opportunities Detail chart to see specifics for all open opportunities.

What's in My Pipeline? Page

Shown previously. To help you zero in on high-opportunity segments of the pipeline, shows open pipe by stage, market segment, and
opportunity type. Also shows total open pipe and open deals. Click an element in a chart at the top to see details about opportunities
in the following table.

How Has My Pipeline Changed? Page

Trends your pipeline, showing how it has changed between two dates (for example, quarter to date) for opportunities forecast to close
within a specific time period. Change the Pipeline Start and End Date filter to view deals for a preset period (year, quarter, month,
and so on), or select a custom period.
Metrics for Waterfall Chart
• Start. Value ($) of opportunities open at the start of selected period.
• New. Value ($) of opportunities created during selected period.
• Reopen. Value ($) of opportunities reopened during selected period.

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• Expanded. Total increase in value ($) of open opportunities whose value has increased and are scheduled to close during selected
period.
• Moved In. Value ($) of opportunities with close dates that shifted to close during selected period.
• Moved Out. Value ($) of opportunities with close dates originally within the selected period that shifted out of selected period.
• Reduce. Total decrease in value ($) of open opportunities whose value has decreased and are scheduled to close during selected
period.
• Closed Won. Value ($) of opportunities that are closed and won during selected period.
• Closed Lost. Value ($) of opportunities that are closed and lost during selected period.
• Today. Value ($) of opportunities open today or at the end of selected period.

How Can I Win More Deals? Page

Visualizations help you understand how to win more deals. Top charts compare won and lost opportunities and show your team’s win
rate over time. Use the following Understanding Win Rate chart to help understand what drives your win rate. Change the two
selections in the chart to see what factors combine to increase or decrease win rate. Click a bubble in Win Rate Mix and view results
for that combination in Deals Won/Lost. For example, the combination of a specific market segment (millennials, retirees, high net
worth, and so on) and an opportunity type (such as simple or complex) can result in a higher win rate. Look for opportunities with that
combination to increase your win rate.

Use the Team Book of Business Dashboard

Provides a team view of the book of business. Start with a top-level view of total and per-client/per-advisor average assets under
management (AUM), value of accounts, number of clients, and average wallet share. Filter by city, state, and advisor to refine your view.
Then dive into details in the dashboard’s pages.

Note: For metrics definitions for this and other Analytics for Wealth Management dashboards, see the Analytics for Wealth
Management Dashboard Glossary. The glossary also defines the contents and use of global filters that appear along the top of
dashboards, most of which appear in multiple dashboards.

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Team Leaderboard Page

Opens to the Team Leaderboard page and its leaderboard. Defaults to ranking members of your team by total AUM, total financial
accounts, and new AUM. View other metrics by making selections in the Choose Metric(s) filter. View details about each advisor in the
table below the leaderboard.
Metrics in Choose Metrics filter
• Total AUM. Total of assets under management.
• Total Financial Accounts. Sum of financial accounts for households.
• New Accounts AUM (QTD). Total of assets under management for accounts opened in current quarter.
• Total AUA. Total assets under advisement.
• # Clients. Total number of clients.
• # Households. Total number of households.
• Average AUM/Client. Sum of AUM / Number of clients.
• Average AUM/Household. Sum of AUM / Number of households.
• Average Wallet Share. Average wallet share

Regional View Page

Ranks performance by state and city. Defaults to measuring performance according to AUM. Use the Choose Metric filter to view
performance according to other metrics. Click an element from either the By State or Top Cities charts to view details about advisors
in those locales.

Drivers of Success Page

View correlations between various factors and performance. Use the filters at the top to select metrics for an activity, lead/referral, or
opportunity, a time period, and a KPI. Chart then shows you how the activity, lead/referral, or opportunity metric influences the selected
KPI for that time.
Metrics in first Explore the relationship between filter
• Activity: # Activities. Count of activities.
• Activity: # Meetings. Count of meetings.
• Activity: # Emails. Count of emails.
• Activity: # Calls. Count of calls.
• Lead/Referral: Average Days Until First Touch. Days between date of creation of lead and date of first activity.
• Lead/Referral: Average # Touches. Average touches per lead.
• Lead/Referral: Average Days Until Conversion. Average number of days between date of creation and date of conversion.
• Lead/Referral: Conversion Rate. Converted leads / Total leads.
• Opportunity: # of Opportunities Created. Count of opportunities.
• Opportunity: # of Opportunities Closed Won. Count of opportunities with status of Closed Won.
• Opportunity: Win Rate. Opportunities with status of Close Won / Opportunities
• Opportunity: Average Days Until Closed Won. Average of the opportunity age for opportunities with status of Closed Won.
• Client: Average # of Goals Per Client. Count of goals / Number of clients.
• Client: Average # of Financial Accounts. Count of financial accounts / Number of clients.

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Comparative Trend Page

Click a bar for advisors in the left-hand chart to view their performance over time in the right chart. Defaults to showing weekly performance
according to AUM. Change the selection in the Choose Metric filter to view performance by other metrics. Change the period for the
trend with the Date Range filter, or change the time segment from weekly to monthly by clicking M or Q.

1-on-1 Helper Page

Provides performance metrics and rankings for advisors on your team to help you get ready to coach them. Select an advisor from the
menu at top-center or click a bar next to their name in a chart to view KPIs for the advisor. KPIs include AUM, total value of financial
accounts, average wallet share, referral conversion rate, and more.

Analytics for Wealth Management Dashboard Glossary

Learn the contents and use of metrics, filters, and other common dashboard elements. Keep this glossary open in a separate window
as you use the dashboards.

Note: Partial listing. Includes metrics for the following dashboards:

• Client Acquisition
• Client Interactions
• My Book of Business
• My Clients
• My Households
• Sales Performance
Last update: November 7, 2019.

Global Filters
A subset of these filters appears across the top of the app’s dashboards depending on the dashboard’s contents. They’re listed alphabetically
here. Select one, many, or all values in each filter. The selection changes metrics across all parts of the dashboard you’re currently viewing.

Revert to default values by clicking the Return to Initial View icon to the right of the dashboard name.
• Account Name: Select the accounts you’d like to analyze.
• Active: Select whether the event(s) you view are active or not.
• Advisor Name: Shows the name of the current user of the app. For managers of advisors, this filter shows names of advisors they
manage. For advisors, selection is locked to themselves.
• Amount: Set the range for deal amounts.
• Date: Set a date range for client data.
• Event Date: Set period for events to view.
• Household Size: Set the range for the size of households you’d like to view.
• Investment Experience: Select clients by how experienced they are as investors.
• Investment Objectives: Select clients by their investment objectives.
• Last Activity: Set period for lead’s last activity to view only leads with activities during that time.
• Last Interaction: Set period for client’s last interaction to view only clients with interactions during that time.
• Lead and Referral Source: Select the sources for leads.
• Lead and Referral Status: Select status of leads in the closing process.

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• Length of Relationship: Set the range of time households have worked with you to view only households during that time.
• Marketing Segment: Values from Marketing Segment field in Account object.
• Next Review: Set period for next scheduled review to view only households set for review during that time.
• Opportunity Age: Set the range for age of opportunities.
• Opportunity Type: Select types of opportunities.
• Rating: Select lead rating.
• Record Type: Select a lead type.
• Seminar/Event Name: Select the seminars or events to view.
• Service Model: Select clients according to their service model.
• Stage: Select stages in the opportunity closing process.
• Type (Events and Seminars): Select the types of seminars or events type to view.

Metrics Glossary
Metrics for the CRM Analytics for Financial Services app appear in one or many dashboards, depending on the dashboards’ contents.
They are listed alphabetically here.
A-E
• Attainment (Quota): (Total amount of closed won opportunities/ My quota) * 10
• # Attended: Count of invitees to events defined by filter selections who responded to invitations.
• Average Time to Convert (Days): Average of days between creation and conversion dates for converted leads with status of Qualified
• Average # Touches to Convert: Average of activities to convert for converted leads with status of Qualified
• Avg Accounts/Client: Average number of accounts held by each client
• Avg Attendance Rate: Number of attended / Number of invited defined by filter selections
• Avg AUA/Household: Assets under advisement (AUA) / #Households
• Avg AUM/Household: Assets under management (AUM) / #Household
• Avg Conversion Rate: Number of converted / Number of attendees to events defined by filter selections
• Avg Cost / Conversion: Number of converted / Total seminar/event costs defined by filter selections
• Avg Products/Client: Average number of products used by each client
• Business Days Left: Number of days in quarter - Completed days in quarter
• #Clients: Number of clients based on selections in filters along top
• $ Closed Lost: Sum of amount of closed opportunities that have been lost
• $ Closed Won: Sum of amount of closed opportunities that have been won
• # Closed Lost: Sum of number of closed opportunities that have been lost
• # Closed Won: Sum of number of closed opportunities that have been won
• Conversion Rate: Converted leads / processed leads
• # Converted: Sum of won opportunities among attendees to events defined by filter selections
• Days Since Last Activity: Number of days between last activity and today
• Days > Historical Average: Number of days greater than the historical average for the stage that the opportunity has stayed in that
stage
• # Deals with Age > Avg in Stage: Count of open opportunities with age greater than historical average in stage
E-J

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• Expected Revenue: Amount of revenue from closed won opportunities plus revenue from open opportunities where probability of
winning is at least 90% probability
• External Referrers: Number of leads marked Referred by Contact
• # of Financial Accounts: Number of households based on selections in filters along top
• From Commission: Sum of commissions from clients
• From Fees: Sum of fees from clients
• Held Away: Sum of Held Away for selected accounts
• #Households: Number of households based on selections in filters along top
• Internal Referrers: Number of leads marked Referred by User
• # Invited: Count of invitees to events defined by filter selections
K-P
• My Quota: Sum of quota amount
• # No Activity Last 30 Days: Count of open opportunities with no activities for 30 days
• # Open Deals: Count of open opportunities.
• Open Leads/Referrals: Count of leads with status other than Closed–Not Converted or Qualified
• Overdue Tasks: Count of tasks that have not been completed. Data drawn from Task or Event objects where record is set to
type=task and days between start of task and today is greater than 0. Excludes Household record types
• Processed Leads/Referrals: Count of leads with status of Closed–Not Converted or Qualified
Q-Z
• Total Activities: Count of activities. Data drawn from households with Task or Event objects. Excludes Household record types
• Total Calls: Count of calls. Data drawn from Task or Event objects where record is set to type=call. Excludes Household record
types
• Total Closed Deals: Count of closed opportunities
• Total Closed Won: Sum of amounts of closed won opportunities
• Total Converted: Count of converted leads with status of Qualified
• Total Disqualified: Count of leads with status of Closed–Not Converted
• Total Earnings: Sum of commissions from clients + Sum of fees from clients
• Total Emails: Count of emails. Data drawn from Task or Event objects where record is set to type=email. Excludes Household
record types
• Total Financial Accounts: (My Book of Business) Sum of Balance field for clients selected using filters on top
• Total Leads/Referrals: Count of leads
• Total Open Deals: Sum of number of open opportunities
• Total Open Pipe: Sum of amount of open opportunities
• #Total Products: Number of financial account types based on filter selections
• Total Revenue: Sum of revenue from clients
• Total Seminar/Events Cost: Sum of actual cost of events defined by filter selections
• Total Sessions: Count of events defined by filter selections.
• Total Tasks: Count of tasks. Data drawn from households with Task or Event objects where record is set to type=task
• Under Advisement: Sum of Assets Under Advisement (AUA) for selected accounts.
• Under Management: Sum of Assets Under Management (AUM) for selected clients

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• Wallet Share: Sum of AUM for selected clients / (Sum of AUM for selected clients + Sum of Held Away for selected client)
• Win Rate: Value ($) of closed opportunities that have been won / Value ($) of all closed opportunities
• With Activity in 30 Days: Count of leads with status other than Closed–Not Converted or Qualified and with an activity in the last
30 days

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REVENUE INTELLIGENCE DASHBOARDS

Identify customers with churn scores that indicate they need your attention and take steps to retain
EDITIONS
them. View details of customers who are likely to add assets and take appropriate action. View
product recommendations for customers who are most likely to buy your products. Available in: Professional,
Enterprise, and Unlimited
Use the Retail Banking Customer Churn Prediction Dashboards editions with the Revenue
Identify and take steps to retain customers who are likely to churn. View details of customers Intelligence for Financial
Services license
with churn scores that indicate they need your attention. Profile customers who need your
immediate attention by profiling the customers.
Use Wealth Management Customer Churn Prediction Dashboards
Identify and take steps to retain customers who are likely to churn. View details of customers whose churn scores indicate the need
for your attention. Prioritize customers who need your immediate attention by profiling the customers.
Use the Customer Likelihood of Adding Assets Dashboard
Identify customers who are likely to add assets and take appropriate action. View prediction results for each prediction score group.
You can embed the dashboard in Lightning record pages.
Use the Product Recommendation Dashboards
Get product recommendations for customers who are most likely to buy your products.

Use the Retail Banking Customer Churn Prediction Dashboards

Identify and take steps to retain customers who are likely to churn. View details of customers with
EDITIONS
churn scores that indicate they need your attention. Profile customers who need your immediate
attention by profiling the customers. Available in: Professional,
Enterprise, and Unlimited
editions with the Revenue
Intelligence for Financial
Services license

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Revenue Intelligence Dashboards Use the Retail Banking Customer Churn Prediction
Dashboards

The Churn Prediction for Retail Banking Customers Dashboard

See predicted churn details of Retail Banking customers. Set the filters to see customers who are at risk of churn for each branch unit,
account, account record type, marketing segment, and account category. View prediction results for each churn score group. Quickly
learn about top customers, customers with low balances, or customers with high outstanding credits who are likely to churn.

• The chart (1) shows yearly, quarterly, or monthly analysis of existing accounts.
• The chart (2) shows accounts based on record type. Use the chart to prioritize the type of accounts that need your attention. To see
details of a record type in the next chart, click a sector in the chart.
• The chart (3) shows accounts based on the length of the account's relationship with the company. Use the chart to prioritize customers
who need your attention.
• The table (4) shows customer details.

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Revenue Intelligence Dashboards Use Wealth Management Customer Churn Prediction
Dashboards

The Churn Prediction for Retail Banking Customers (Embedded) Dashboard

See predicted churn details of Retail Banking customers. Set filters to see customers with low balances or high outstanding credits who
are likely to churn. View prediction results for each churn score group. This dashboard can be embedded on Lightning record pages.

• The chart (1) shows churn scores based on account balance or outstanding credit.
• The chart (2) shows accounts based on record type. Use the chart to prioritize the type of accounts that need your attention.
• The chart (3) shows accounts based on marketing segment. Use the chart to prioritize marketing segments that need your attention.

SEE ALSO:
Financial Services Cloud Administrator Guide: Reduce Churn of Retail Banking Customers

Use Wealth Management Customer Churn Prediction Dashboards

Identify and take steps to retain customers who are likely to churn. View details of customers whose
EDITIONS
churn scores indicate the need for your attention. Prioritize customers who need your immediate
attention by profiling the customers. Available in: Professional,
Note: For metric definitions of Analytics for Wealth Management dashboards, see Analytics Enterprise, and Unlimited
editions with the Revenue
for Wealth Management Dashboard Glossary. The glossary also describes the contents and
Intelligence for Financial
the use of global filters present on the dashboards.
Services license

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Revenue Intelligence Dashboards Use Wealth Management Customer Churn Prediction
Dashboards

The Churn Prediction for Wealth Management Customers Dashboard

See predicted churn details of Wealth Management customers. Set filters to see customers who are at risk of churn for each branch unit,
account, account record type, marketing segment, and account category. View prediction results for each churn score group. Quickly
learn about top customers, customers with low balances, or customers with high outstanding credits who are likely to churn.

• The chart (1) shows yearly, quarterly, or monthly analysis of existing accounts.
• The chart (2) shows accounts based on record type. Use the chart to prioritize the type of accounts that need your attention. To see
details of a record type in the next chart, click a sector in the chart.
• The chart (3) shows accounts based on the length of the account's relationship with the company. Use the chart to prioritize customers
who need your attention.
• The table (4) shows customer details.

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Revenue Intelligence Dashboards Use the Customer Likelihood of Adding Assets Dashboard

The Churn Prediction for Wealth Management Banking Customers

(Embedded) Dashboard
See predicted churn details of Wealth Management customers. Set filters to see customers with low balances or high outstanding credits
who are likely to churn. View prediction results for each churn score group. The dashboard can be embedded on Lightning record pages.

• The chart (1) shows churn scores based on account balance or outstanding credit.
• The chart (2) shows accounts based on record type. Use the chart to prioritize the type of accounts that need your attention.
• The chart (3) shows accounts based on marketing segment. Use the chart to prioritize marketing segments that need your attention.

SEE ALSO:
Financial Services Cloud Administrator Guide: Reduce Churn of Wealth Management Customers

Use the Customer Likelihood of Adding Assets Dashboard

Identify customers who are likely to add assets and take appropriate action. View prediction results
EDITIONS
for each prediction score group. You can embed the dashboard in Lightning record pages.

Note: For metric definitions of Analytics for Wealth Management dashboards, see Analytics Available in: Professional,
for Wealth Management Dashboard Glossary. The glossary also describes the contents and Enterprise, and Unlimited
editions with the Revenue
the use of global filters present on the dashboards.
Intelligence for Financial
Services license

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Revenue Intelligence Dashboards Use the Product Recommendation Dashboards

• The chart (1) shows a list of accounts with the account's prediction scores and assets under management.
• The chart (2) shows the wallet shares of accounts based on prediction score group. Use the chart to prioritize the accounts that need
your attention.
• The chart (3) shows the wallet shares of accounts based on marketing segments. Use the chart to prioritize marketing segments
that need your attention.

SEE ALSO:
Financial Services Cloud Administrator Guide: Increase Your Assets Under Management from Wealth Management Customers

Use the Product Recommendation Dashboards

Get product recommendations for customers who are most likely to buy your products.
EDITIONS

Use the Advanced Product Recommendation Dashboards Available in: Professional,

Get product recommendations for customers who are most likely to buy your products. View Enterprise, and Unlimited
customers whose predicted product purchase scores indicate the need your attention. Prioritize editions with the Revenue
the customers who need your immediate attention by profiling the customers. The predictions Intelligence for Financial
Services license
are based on existing snapshot data in Salesforce.
Use the Basic AI Product Recommendations Dashboards
Get product recommendations for customers who are most likely to buy your products. Prioritize customers who need your immediate
attention by profiling the customers. The predictions are created by using clustering transformation.

Use the Advanced Product Recommendation Dashboards

Get product recommendations for customers who are most likely to buy your products. View
EDITIONS
customers whose predicted product purchase scores indicate the need your attention. Prioritize
the customers who need your immediate attention by profiling the customers. The predictions are Available in: Professional,
based on existing snapshot data in Salesforce. Enterprise, and Unlimited
editions with the Revenue
Intelligence for Financial
Services license

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Revenue Intelligence Dashboards Use the Advanced Product Recommendation Dashboards

The Product Recommendations for Top Customers (Advanced AI) Dashboard

See product recommendations for your top customers based on their predicted product purchase scores. Set filters to see the products
recommended for each branch, account, account record type, marketing segment, and predicted product purchase score. View the
products recommended based on the number of related accounts and for each marketing segment.

• The chart (1) shows the number of customers likely to buy each recommended product.
• The chart (2) shows the recommended products based on the marketing segment.

• The chart (3) shows the recommended products based on deposit balance.
• The chart (4) shows the recommended products for each record type. To see the deposit balance for a record type in the next chart,
click a sector.
• The table (5) shows customer details.

The Top Customer Recommendations (Advanced AI) Dashboard

To see customers who are likely to buy a product, embed this dashboard on the product’s record page. View the prediction data based
on the predicted product purchase score of an account.

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Revenue Intelligence Dashboards Use the Basic AI Product Recommendations Dashboards

The Top Product Recommendations (Advanced AI) Dashboard

To see a list of recommended products for an account, embed this dashboard on the account's record page. View the recommended
products based on the probability of purchase.

SEE ALSO:
Financial Services Cloud Administrator Guide: Create an App to Recommend Products with Snapshot Data

Use the Basic AI Product Recommendations Dashboards

Get product recommendations for customers who are most likely to buy your products. Prioritize
EDITIONS
customers who need your immediate attention by profiling the customers. The predictions are
created by using clustering transformation. Available in: Professional,
Enterprise, and Unlimited
editions with the Revenue
The Product Recommendations for Top Customers (Basic AI) Intelligence for Financial
Dashboard Services license
See recommended products for top customers. Set filters to see the recommended products for
each branch, account, account record type, and marketing segment. View recommended products
based on the number of related accounts and for each marketing segment.

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Revenue Intelligence Dashboards Use the Basic AI Product Recommendations Dashboards

• The chart (1) shows the number of customers likely to buy each recommended product.
• The chart (2) shows the recommended products based on the marketing segment.

• The chart (3) shows the recommended products based on deposit balance.
• The chart (4) shows the recommended products for each record type. To see the deposit balance for a record type in the next chart,
click a sector.
• The table (5) shows customer details.

The Top Customer Recommendations (Basic AI) Dashboard

To see customers who are likely to buy a product, embed this dashboard on the product's record page. Set filters to see prediction data
based on the customers’ deposit balance, the wallet share, the assets under management, and the number of related financial accounts.

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Revenue Intelligence Dashboards Use the Basic AI Product Recommendations Dashboards

The Top Product Recommendations (Basic AI) Dashboard

To see a list of recommended products for an account, embed this dashboard on the account's record page.

SEE ALSO:
Financial Services Cloud Administrator Guide: Create an App to Recommend Products with Clustering Transformation

137