Fullcast Performance is a great tool at taking data-driven sales management to the next level, but only if you know how to use it, and how to properly make changes when necessary!
Below is a list of common questions we see in Support from other Fullcast Performance users, that may help you. Of course, if you ever have additional questions that are not answered here or throughout our Help Center, don't hesitate to contact your account rep or support!
Add a Custom Team Grouping
Edit a Dashboard
Add a New Employee
Add a New Goal
Understand Email Count
Add a Custom Filter
Integrate Slack
Authorize Reps in G Suite
Update SFDC Field Mappings
Change Email Address
Add a Custom Team Grouping
You may manage teams with different responsibilities, different goals, etc., and you want to make sure there's an easy way to differentiate between those teams, and for that you have the option to change your team grouping to best fit your needs.
When you are logged in, you simply need to hover over your name in the top-right, then go to Settings > Edit Organization. Once there, find your Manager profile by clicking on your name, and there you will see towards the bottom that you have the option to have your reps automatically grouped by role, or to custom group them based on your specific needs, and this will allow your reps to appear together on reports and goals -
Once you have selected "Custom Grouping," you will then have to manually enter a team name, a quick abbreviation for the team, and then select which reps belong in said team -
Once this is done, you will now have the option of setting different goals for the reps of this new team vs. anyone else you manage.
Edit a Dashboard
You have the option to either edit individual cards on a dashboard or to bulk edit all cards on a dashboard.
To edit an individual card or add a card, choose the "Edit Dashboard Metrics" option from the three dot menu at the top right. From the resulting screen, you can add or delete individual cards, change which KPI is showing on a card, or change the individuals, timeframe, or grouping on a card. You can also change which filters are selected -
You can also change the timeframe and grouping on every card on a dashboard at once, or edit all of the people on a dashboard.
To bulk edit the timeframe for all cards on a dashboard, select "Bulk Change Timeframe & Groupings" from the three dot menu. You can then select any combination of timeframes and time intervals groupings to apply to every card on the dashboard. You may want to use this to create a dashboard that exclusively covers activities last week or to create a ramping dashboard that matches the ramping timeframe that makes the most sense for your team.
To bulk edit the individuals shown on a dashboard, select "Bulk Change People" from the three dot menu. That will launch the "People Picker" where you can select any individuals from the org chart that you want to show on the dashboard cards. This is especially useful if you want to clone an existing dashboard and use it for a new team.
Add a New Employee
If you want to add a new user who already has a seat in Salesforce, the quickest way to do so is to:
- Navigate to the "Edit Organization" tab under your name in the top right
- Check the box that shows “Untracked Employees”
- Search for the employee’s name in the search box at the top of the page
- Click the “Start Tracking” link next to the employee
- Fill in the appropriate information about their manager and role
Here’s what that looks like:
You can also add a new user via the "Add an Employee" button at the top, right-hand corner of the page:
From this screen you can either search for an employee in Salesforce using the search bar at the top of the page or, for anyone who does not have a Salesforce seat, provide the individual's first and last name and email address in addition to the information mentioned above.
If you create a user in Fullcast Performance via this screen, the software will then try to locate a corresponding Salesforce seat for that individual. However, a Salesforce seat is not required to have an Fullcast Performance login.
Add a New Goal
To set a new goal, you will first navigate to the profile page of the team or individual you want to set a goal for. If they don't have any existing goals set, you'll see an "Add a Goal" button in place of the goal widget.
If some goals have been set, and you want to set goals against additional metrics, click the team name on the top row of the metrics grid and select “Add a goal.” By clicking the team name you are setting a goal for the whole team. To add a goal for a specific individual click their name in the grid instead.
Once you click that button, Fullcast Performance will ask you which metric you want to set a goal for and what you want that goal to be. Each metric has a default timeframe, in this case the default for a Meetings Created goal is weekly. You can always adjust these defaults to what makes sense for your business.
If you want to get more granular with this goal you can add filters by selecting the “Add a filter” option underneath the metric name. When you do so, all available filters for this metric will appear in a dropdown menu. For this example, maybe we want to set a goal for initial meetings created. Once we set that filter, it will also make sense to rename the goal appropriately.
You can also create multiple goals tied to the same metric with different combinations of timeframes and filters. For example, if you use account tiers to segment your reps’ books of business, perhaps it makes sense to set specific goals for Tier 1 accounts who may require more attention.
Understand Email Count
It's important to note that we pull emails from your corporate email account, meaning we pull emails from G Suite or Microsoft typically and Salesforce rarely, but we do not integrate with any third-party platforms such as Salesloft or Outreach that may be attached to your Salesforce account.
Discrepancies in email count are typically attributed to how an integration that is being used to send emails is processing a copy over to the respective corporate email account. This means that in most cases, the email activity taking place in Salesforce is set up to cc the rep's email, and Fullcast Performance then picks that copy up and reflects it in your instance.
If you find that email counts are off for your team, the first step in triaging the issue would be to confirm an email that is reflected in Salesforce for a rep that has gone to a contact on an open opportunity or account, and then try to locate that email in their corporate email account, and not in Salesforce. If you do not find the email, then go ahead and check either a few more emails or emails for a few different reps' to confirm that the problem is between your Salesforce and email connections, and if that proves true then it's important to check in with your Salesforce admin on how exactly the integration is set to connect with your email account and make any necessary changes. Fullcast Performance cannot retroactively pick up any email that were not generated when they were created, but data going forward will be correct.
If the above does not apply and you can confirm the email in question is in both Salesforce and the rep's email account, then it's important that Support investigate thoroughly for you. In order to investigate thoroughly, however, we will need screenshots of the email in question from the rep's email account that reflect both the sender and receiver, as well as the subject line. Collect those and send to support@atriumhq.com with the details necessary.
Add a Custom Filter
When you are logged into Fullcast Performance, at the top right under your name you will see a dropdown, and you will want to hover over Company & Salesforce Settings to see the section for Custom Data Filters -
Once there, you will see the option to Add a Custom Filter -
Inside the setting details you will need to select 3 things, the type of custom data filter would you like to add, which is based on which object you want to look at in Salesforce, the Salesforce field you want to filter on, and what you want to call your filter -
Once you have completed setting up your Custom Data Filter, you will see the filter options on the current corresponding cards, such as below-
It may take up to 24 hours for the relevant data to be initially imported and updated to our platform, and in the event you decide to change or remove any active Custom Data Filters this 24 hour timeline will also apply.
We can support up to eight custom filters, four from the account object and four from the opportunity object in Salesforce.
Integrate Slack
The first thing you will want to do is authorize Slack from the Fullcast Performance Integrations page by clicking here.
The page should look like this:
Click on the blue "Authorize" button, which will take you through a 5 second authorization flow, and you are done!
Finally, it's important to make sure you are authorizing the correct Slack account, since many people today have Slack accounts for professional and personal groups. If you authorized the incorrect Slack account by mistake, it's an easy fix! If you follow this link, you will be able to see which Slack instance was authorized for your Fullcast Performance instance and make changes to correct it as well.
Authorize Reps in G Suite
When you first joined Fullcast Performance you were required to move everyone being tracked in Fullcast Performance to a visible sub-org within G Suite, and as new reps have joined since that step may have been missed. If you see that one or more reps have no email or meeting data but most do, it's likely they're not in a visible sub-org with the rest of the team.
You will need your G Suite admin to complete this step. Go to the User List ( https://admin.google.com/ac/users ) in Google Apps admin interface ( https://admin.google.com ) and just move them to the relevant Organizational Unit that the rest of the team is in:
Allow 24 hours for data to start flowing in, and you're all set!
Update SFDC Field Mappings
There are default Data Filters in Fullcast Performance that allow you to chose which field from Salesforce you want to map to standard Fullcast Performance concepts - like "Lead Source" or "Account Tier". Your company mapped these fields in Fullcast Performance's admin interface when joining, but it is possible that changes in your Salesforce instance require similar changes in Fullcast Performance to pull the correct type of data.
First, hover over your name in the right hand corner, select "Salesforce Settings" >> select either Account, Opportunity, or Call settings to select filters for each SFDC object.
Select Edit next to the section you want to update and click the drop down next to the filter you want to select and choose the field you want to use and hit Save!
Each section is designated to map to a specific Salesforce concept -
Salesforce Account Mapping - Fullcast Performance needs to know which fields on your account objects represent key sales concepts.
- Account Type - The field that describes a company's relationship to your sales organization (i.e. Customer, Prospect, etc)
- Account Tier - Used to indicate an account's prioritization for prospecting or fit with your ideal customer profile
Salesforce Opportunity Mapping - Fullcast Performance needs to know which fields on your opportunity objects represent key sales concepts.
- Bookings - The amount of "Closed Won" revenue that counts towards quota retirement
- Pipeline - Used to calculate the total potential value of all OPEN opportunities
- Opp Type - Specifies the business type associated with an opportunity (e.g. New Business, Existing Business, etc.)
- Opp Source - The source an opportunity is generated from
- Opp Sourced By - Specifies the person who receives credit for sourcing the opportunity
- Forecast Category - Generally used to designate how certain a deal is to closing for forecasting purposes
- Sales Accepted Opp % - What stage and opportunity probability does an opportunity become "sales accepted" or "sales qualified"? For Fullcast Performance, AE Win Rate will only include opportunities that reach this stage, and the Opportunities Created card will distinguish between opportunities that reached this stage versus those that did not
- Nurture Stages - Stages that represent opportunities not in an active sales process (e.g. "nurture" or "on hold" stages)
- Opp Types - Fullcast Performance will use your "Opportunity Type" field to differentiate between new and existing business opportunities. In this section you will see your Salesforce Field Values, and you will have the option to select the correct deal type for each field value
Salesforce Call Mapping - Fullcast Performance will pull call activity data from the Salesforce Task object to calculate metrics like Calls, Accounts Touched, Untouched Opps, etc., and it's important to note that in field 2 you will be able to select more than one subtype, if applicable.
- Field 1 - Which field on the Task object do you use to identify calls?
- Field 2 - Which “Task Subtype” values represent calls?
- Call Dispositions - Fullcast Performance groups call dispositions to indicate whether a sales rep connected with a prospect, and if so, in what way. This information appears as a filter on the Calls card. In this section you will see your Salesforce Field Values, and you will have the option to select the correct Fullcast Performance Concept for each field value.
Change Email Address
Maybe your company's name has changed and the email domain has as well, or maybe someone got married and their last name changed, along with their corresponding email address? There are many reasons why someone's corporate email address would change, and in order to make sure we have the most up-to-date data we need to have the most up-to-date email address in Fullcast Performance.
Since a persons email address is tied to so many moving parts within Fullcast Performance however, this is not a step that can be completed by you, it will need to be completed by Fullcast Performance Support. It's very important for the transition process that you do not create a new profile with the updated email address or make any changes to their current and active profile.
Simply shoot an email over to support@atriumhq.com with the old email address for confirmation, as well as the new email address that it needs to be updated to, and we'll have everything updated on our end swiftly. Once done, you should expect data to be updated fully within 24 hours.
If you have made changes however, please make sure and include the details of what was changed and where when sending in an email to Support so that we can ensure no other changes will cause a discrepancy in the email or meeting data.