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Setting Up KPIs

Once you've assigned your users' licenses, you'll next want to verify the PowerStandings system KPIs (Key Performance Indicators). By default we include approximately two dozen default KPIs. Head back to your InsideSales tab, and click the Key Performance Indicators link under the PowerStandings >> Settings heading.

Ultimately there's two things you need to determine: 1) the PowerStandings "Points" value for each KPI, and 2) the action your reps take in Salesforce that trigger the PowerStandings data "push."

KPI Points

"Points" are a way of creating a weighted value for different KPIs in calculating effectiveness. For example, in many organizations setting an appointment with a prospect would be seen as more valuable than simply making a lot of phone calls. In this case you might want to weight the value of a set appointment as 25 times more important than a single phone call.

Point values for each KPI are set individually in the KPI settings.

Points vs. KPI Tallies

Note that KPI points are tracked independently of the KPI tally. Meaning, we always give you the option of tracking the points values for work your agents do, or tracking the raw KPI numbers.

For example, Janet has accumulated 175 points today, by setting 4 appointments (worth 25 points each) and making 75 calls (worth 1 point each). In your PowerStandings reports, leaderboards, and dashboards you can choose to track the total points, or the actual tallied KPI.

KPI Data "Push" Using Salesforce Workflow Rules

PowerStandings performs its database activity in a third-party system. To get the data from Salesforce into the PowerStandings engine, you'll need to set up Salesforce Workflow Rules that correlate to the appropriate KPI(s).

Notice in the KPI settings the Post URL setting. This is the location where you'll instruct a workflow rule to send a notification when the rule triggers.

Setting up Workflow Rules

Head to your Salesforce system setup page, then use the Workflow Rules link. What we're going to do is setup rules that match an agent's activity to a PowerStandings KPI. Any time an agent performs that action, the workflow rule will "ping" the PowerStandings URL, and increment a data tally based on the event.

Set Up a New Rule

  1. Click the New Rule button, and select the applicable Salesforce object. For this example, we'll select "Lead."
  2. Configure the various rule parameters.
    • In most cases you'll want to set the Evaluation Criteria to "created, and any time it's edited to subsequently meet criteria."
    • Generally you'll want the Rule Criteria to run "if the following criteria are met," NOT if "the following formula evaluates to true."
    • Common criteria include checking record status (lead status, opportunity status, etc.), dial counts, ownership of a record, and time stamp information (created date and time, modified date and time, etc.).
  3. Next you'll need to specify workflow actions. In nearly all cases you'll want to create an Immediate Workflow Action, NOT a Time Dependent action.
  4. In the Add Workflow Action dropdown, select "New Outbound Message."
  5. Now set up the outbound message parameters. The most important one is the Endpoint URL field. This is where you insert the URL we saw earlier in the KPI itself.
  6. By default, the Fields to send area will always include the record ID. Leave this as it is. You'll also need to add at least one more field to send, which is an indicator of which agent should be credited for the KPI action. In most cases this will either be "OwnerId" or "LastModifiedById."
    • If the KPI you're tracking is based on revenue, such as the dollar amount for an opportunity, you will also need to include the appropriate object revenue field. For the default opportunity object this is generally "ExpectedRevenue."
  7. Your workflow rule is ready! Click to Save, and then click Done. Your new rule should now appear in the list view and be ready to go.

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