It never happens when we talk about artificial intelligence and Salesforce doesn’t show up. Salesforce has introduced its Artificial Intelligence (AI) based tool, CRM Analytics (formerly known as Tableau CRM & Einstein Analytics), having predictive capabilities that work well across its Customer Relationship Management software.

At the 2016 Dreamforce conference, Einstein General Manager John Ball mentioned, “You will see [Einstein] powering AI across all of our clouds, and many features are coming. We do three releases a year, and Einstein will power every release from now on, starting with the winter release in October.”

Salesforce Einstein Analytics was renamed Tableau CRM in late 2020. Tableau CRM continues to merge AI and BI, and Einstein Discovery remains closely integrated with the platform.

Again, Salesforce brought some more twists by renaming Tableau CRM as CRM Analytics in April 2022. The name “CRM Analytics” is finalized to eliminate the confusion between Tableau and Tableau CRM by Salesforce.

Let’s discover more about some interesting features that Salesforce Einstein Analytics brings to the table and can add value to your current business model and method of operating it.

What is CRM Analytics?

CRM Analytics (formerly Einstein Analytics and Tableau CRM) is the native analytics platform by Salesforce. CRM Analytics offer AI-powered and actionable insights to help every Salesforce user in answering questions. You can improve the flow of work, obtain recommendations, predict possible results, and vigilantly respond with the help of insights.

CRM Analytics allows you to:

• Get a comprehensive view of customer information and deliver more personalized experiences faster than ever;
• Respond and collaborate on AI-powered transparent predictive analytics and recommendations to achieve business goals in the most optimum ways;
• Deliver industry-oriented processes and valuable insights for workflow and ensure constant behavior and pattern company-wide;
• Automatic scaling of all users and lots of data within seconds over the World’s No. 1 Customer Relationship Management platform.

CRM Analytics accredits organizations in converting more leads by understanding their existing and potential customers in a better way.

You can also refer in detail to the Guide to Salesforce Tableau CRM.

How Does Salesforce CRM Analytics Work?

CRM Analytics or Tableau CRM collaborates directly with customer relationship management software to prepare data on dashboards and reports for predictive analytics. Salesforce assured that users don’t have to limit themselves while using Einstein. That’s why it enables you to connect it with other CRMs and drive better results powered by business intelligence. Tableau CRM provides solutions for key business problems, allowing businesses to know more about their customers.

The valuable insights provided by this Salesforce tool are deliberate to extend the potential business opportunities and another segment for the growth of users by providing easy access and helping organizations flourish.

CRM Analytics comes with these components:

• Lenses defining logic where data should get stored.
• Recipes to create flows.
• Datasets for cumulating data from Salesforce and other external sources.
• Dashboard Templates (comprised of datasets and a visual representation of analytics data)
• Stories, Statistical Analysis of a dataset, and Insight into trends and future predictions,
• Drag-and-drop interface, Recipes for addressing common business use cases like Lead Conversion Analysis, Sales Performance Dashboard, Customer Lifetime Value Analysis, etc.

7 Features Of Salesforce CRM Analytics That You Didn’t Know About

The popularity of CRM Analytics or Salesforce Einstein Analytics has constantly been going up since the acquisition of Tableau.  CRM Analytics has consistently delivered intelligent insights for enhancing the user experience of native CRM and integrating with world-class CRM solutions. Wait. We all know one thing about Salesforce. It has a habit of amazing its users by adding interesting features for providing ease of use and convenience.

Well, they have successfully maintained their streak this time as well. Have a look at the explicitly added Salesforce CRM Analytics Features in its Winter 21 release.

1. In-built Dynamic Dashboards

Salesforce believes in providing free trials to its users and ensures you have a great experience in knowing CRM Analytics. For that, the trial version carries a lot of sample datasets, dashboards, and applications that permit users to explore straight off.

All you have to do is sign up and log in with the Einstein platform credentials and begin discovering the sample dashboards embedded directly to the homepage. Users can view the data in many ways possible through these dashboards.

2. Establish Connections With Different Data Sources

In business decision-making, Actionable intelligence makes it mandatory to merge data from various systems. Users can connect the CRM software with survey data with multiple ERPs to increase sales productivity and improve service quality.

Einstein Analytics now includes built-in connectivity to all types of data sources, such as Google BigQuery, SAP, AWS, CSV Files, etc. It gets convenient for users to connect with non-Salesforce data and process all these at the center.

3. Case Routing Enables Smarter And Faster Customer Resolutions

This feature is the recent addition to CRM Analytics from Salesforce that automates case routing by navigating the cases to the best-fit queue. You can easily assign cases to the agents considering some factors like the skillset to handle that particular type of case and a success rate of resolving cases in the past. These factors have a significant impact on how the cases get resolved and businesses mostly tend to overlook them.

With the optimal agent-case match, users can benefit greatly as the case resolution time is reduced. Despite product diversification and vigorously evolving customer expectations, the entire case routing process is optimized without human intervention.

4. Use Article Recommendations For Getting The Right Information

CRM Analytics hasn’t restricted its capabilities in providing apt responses, but its learnings can be used in various service scenarios. Let’s take knowledge articles as an example. You might have encountered this incident on Salesforce’s customer support hub, where Blaze comes in with many knowledge articles.

Salesforce Einstein Analytics comes into action by identifying the right information for your requirements. Customers can also find the apt info by self-servicing faster and more accurately. With this intelligence of Einstein, it is no longer required to sift through the whole knowledge base or struggle with finding the right content by conducting keyword searches.

5. Automatically Retrieving More Recommendations And Insights

With Traditional Analytical approaches, users easily understand what happened in the past and the reason behind it to make the right future predictions. Einstein-AI backed-up analytics will give you a clear picture of the future and foresee how things can go.

One of the components of Einstein Analytics, popularly known as Einstein Discovery, helps users predict based on various relevant KPIs and recommend the most insightful tops in optimizing the outcomes.

6. Utilize The Next Best Action For Determining The Best Course Of Action

One of the key features of Salesforce Einstein Analytics is recognizing the best course of action through Predictive Intelligence while keeping users on live interaction with a customer. It helps users deliver the maximum impact on customer interactions at crucial checkpoints. For instance, recommending any best-suited cross-selling opportunity, such as an add-on warranty, while resolving the case.

7. Trail Every Activity Of The User With Event Monitoring Analytics

Every minute detail of user activity can be tracked with Event Monitoring Analytics, parallel providing security to data. Businesses can view all kinds of activity detail about the individual event and identify changing behavioral patterns so that data can be safeguarded on time.

Event monitoring empowers teams to track logins, logout, Lightning (web clicks, performance, errors in Lightning Experiences and The Salesforce Mobile App), URI (web clicks in Salesforce Classic), API calls, Apex executions, Reports exports, and more.

You can also check here the difference between Einstein Analytics vs B2B Marketing Analytics.

Benefits Of CRM Analytics

Salesforce CRM Analytics provides features to extract crucial data and optimize manual tasks from the previous workforce.

Now, let’s discuss the benefits of CRM Analytics to its users:

1. Performance

The sales manager has all the charge of the entire pipeline and distinguishes the achievements and performance throughout the sales timeline frame. Afterward, you can ask members to differentiate their performance with pre-defined quotas. Leader View Dashboards demonstrate a cutting-edge view of all the KPIs and authorize further data evaluation to permit action without exiting the application.

2. Pipeline Management

Teams can progressively inculcate the changes required to make in the opportunity pipeline on a real-time basis with CRM Analytics (Tableau CRM). Also, you can keep track of deals that are going on-and-off the timeframe of the sale and assess the closed deals that were either a success or failure.

Apart from that, it aids in determining the ongoing trends in the classification of opportunities, which facilitates creating the sales pipeline and building an essential list of prospective opportunities that users can avail of within the app. The platform can differ dynamically on the parameters for all the sales processes on dashboards and disclose all the requested data at lightning speed, especially when the sales representative handles the sales processes.

3. Whitespace Analytics

With CRM Analytics, it becomes easy to timely target the potential deal with whitespace analytics implementation. Also, anticipating which products will get sold to which account is also possible, and it curates the opportunities based on the requirements of that account.

You can also read here in detail how Salesforce Einstein Analytics can help your business grow exponentially.

4. Forecasting

Salesforce CRM Analytics lets Sales people avail high-quality benefits from forecasting. It empowers you to foresee sales and revenue precisely. With the presence of forecasting functionality, reps can put forecasting dashboards to use for planning sales timeframe or approaching the quarter.

You can also analyze while apprehending deals having the potential for closure. Users can activate the notifications in two circumstances: when there is a change in the number of pipelines or when there are significant changes in the deals.

Users can reap the following advantages with Salesforce CRM Analytics:

• Grow Sales by 37%
• Faster Deployment by 55%
• Increases Customer Satisfaction by 45%
• Increase marketing ROI by 43%

Conclusion

Salesforce is ahead in the race by introducing CRM Analytics or we can say Einstein Analytics. It brings business users closer to data-driven insights and enables them to make well-calculated business decisions. Additionally, the liberty developers get by connecting applications of their choice with the Salesforce Einstein network yields personalized solutions for catering sales, marketing, and service problems.

Adopting CRM Analytics/ Tableau CRM is one of the best ways to bring transformational change in customer services. It assists businesses in swamping potential threats related to customer support and services and guarantees customer satisfaction on an increased level.

If you think that your business also needs assistance with the Salesforce CRM Analytics Implementation, then this is the right time to connect with our experts today and get the best feasible solution for your business problems.