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Example: Add a KPI to a Composite Score

Northern Trail Outfitters (NTO) tracks webinar attendance as a key indicator of engagement. They want to add this KPI to the Voice of Customer (VoC) composite score. This makes sure that customers who actively participate in enablement sessions are reflected as having higher health.

Required Editions

View supported editions
User Permissions Needed
To create DMOs: Data Cloud Architect permission set
To extend and customize semantic model: Data Cloud Architect permission set
To create visualizations and dashboards: Tableau Next Admin permission set

Bring Webinar Attendance Data to Data 360

  1. Use the Salesforce CRM Connector to create a data stream that sends webinar attendance the custom Webinar Attendance object to Data 360.
  2. Create a data model object (DMO) for Webinar Attendance and map fields from the custom object to the DMO.

Add the KPI Logic in the Semantic Model

  1. Extend the installed CSI Score semantic model.
  2. Add the Webinar Attendance DMO to your custom semantic model.
  3. Relate the Webinar Attendance DMO to the Account DMO in the model to make sure attendance is attributed to the correct customer account.
  4. Create a calculated field in your custom semantic model that converts raw attendance counts into a 0–100 scale.
    Formula: IF([Webinar_Participation_Count__c] >= 4, 100, ([Webinar_Participation_Count__c] / 4) * 100).

    See Create a Calculated Field.

  5. Create a calculated field to include the normalized webinar attendance score in the VOC Score with lower weightage for the webinar attendance score.
    Formula: 
    (0.40 * (
    (
      IFNULL(AVG(ZN([Field Service CSAT Normalized])), 0)
    + IFNULL(AVG(ZN([Marketing Cloud CSAT Normalized])), 0)
    + IFNULL(AVG(ZN([Sales Cloud CSAT Normalized])), 0)
    + IFNULL(AVG(ZN([Service Cloud CSAT Normalized])), 0)
    + IFNULL(AVG(ZN([Revenue Cloud CSAT Normalized])), 0)
    ) / 5
))
+
(0.40 * (
    (
      IFNULL(AVG(ZN([Field Service NPS Normalized])), 0)
    + IFNULL(AVG(ZN([Marketing Cloud NPS Normalized])), 0)
    + IFNULL(AVG(ZN([Sales Cloud NPS Normalized])), 0)
    + IFNULL(AVG(ZN([Service Cloud NPS Normalized])), 0)
    + IFNULL(AVG(ZN([Revenue Cloud NPS Normalized])), 0)
    ) / 5
))
+
(0.20 * IFNULL(AVG(ZN([Webinar_Score_Normalized])), 0))
  6. Create a metric for the updated VOC score by using the new calculated field.
  7. Create a metric for the normalized webinar attendance score.

Update CSI Score Metrics Dashboard with Updated VOC Score

  1. Make a copy of the installed CSI Score Metrics dashboard.
  2. On the Voice of Customer Score page, update these widgets with your new VOC Score metric.
    • Voice of Customer Score (VOC) tab
    • Voice of Customer (VOC) Score
  3. Add a widget to show the metric for webinar attendance on the Voice of Customer Score page.
  4. Replace the installed CSI Score Metrics dashboard with your custom dashboard on the home page layout of the CSI Score app.