---
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title: CRM Analytics and Sales Engagement
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/sales/264-0-0/hvs_reports_performance_analytics.md
canonical_url: https://help.salesforce.com/s/articleView?id=sales.hvs_reports_performance_analytics.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 55f5f3133c8d27c62ce634c79fe2dae3e5674e6bc6f4c51f0b56a8889947c7b8
description: CRM Analytics, formerly known as Tableau CRM, is a cloud-based platform for connecting data from multiple sources, creating interactive views of that data, and sharing those views in apps. Sales managers can use performance dashboards in CRM Analytics to quickly see customer engagement and how sales reps are doing. For example, managers can view how many cadences are in progress, with detailed call and email response statistics. And they can see how effectively sales reps work through their cadences.
products:
  - Sales Cloud
  - Cross Cloud
  - Service Cloud Voice
release: "264"
---
# CRM Analytics and Sales Engagement

CRM Analytics, formerly known as Tableau CRM, is a cloud-based platform for connecting data from multiple sources, creating interactive views of that data, and sharing those views in apps. Sales managers can use performance dashboards in CRM Analytics to quickly see customer engagement and how sales reps are doing. For example, managers can view how many cadences are in progress, with detailed call and email response statistics. And they can see how effectively sales reps work through their cadences.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available with <a href="https://www.salesforce.com/sales/engagement-platform/" target="_blank">Sales Engagement</a>, which is included with Sales in <strong>Performance</strong>, <strong>Einstein 1</strong>, and <strong>Unlimited</strong> Editions, and available for an extra cost in <strong>Professional</strong> and <strong>Enterprise</strong> Editions. Sales Engagement is also available for an extra cost in Service and Lightning Platform.</td></tr></tbody></table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_productivity-264-0-0-production-enus/b2f6c36a-fa61-4a3c-9752-032ce1818a69/images/icon_note.png)

Note Sales Engagement stores some of your data using a public cloud provider located in the United States. [Tell Me More](https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/misc/einstein-platform-infrastructure-and-subprocessors.pdf).

The Sales Engagement performance dashboards in CRM Analytics show advanced visualization compared to the standard Sales Engagement Sample Dashboard. You can change filters on the fly, giving you greater control over the scope of data shown on the dashboard. As each filter changes, these dashboards produce a tabular view of the data and a graphic view.

Salesforce admins enable the dashboards by mapping your Call Result values and turning on the Sales Engagement Performance Analytics Application in Sales Engagement Setup.

To view the dashboards, choose Sales Engagement Performance from the navigation menu in the Sales Engagement app.

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_productivity-264-0-0-production-enus/b2f6c36a-fa61-4a3c-9752-032ce1818a69/images/icon_important.png)

Important We don’t recommend editing the dashboards because changes can be overwritten during each Salesforce major release. We also don’t recommend cloning the dashboards because clones don’t have access to the dashboard’s required data connections.

In some specific circumstances, a scheduled update to the Sales Engagement Performance Analytics application may not complete. If you see an update installation message that persists for several hours, ask your Salesforce admin to turn the Sales Engagement Performance Analytics Application setting off and then on again in Sales Engagement Setup.

Keep these considerations in mind when working with the Sales Engagement Performance Dashboards in CRM Analytics.

- Contact and Account Dashboards - It’s important to note there is no performance dashboard for contacts or person accounts; however, there are standard reports available.
- Timing - The Sales Engagement Performance Dashboard refreshes up to three times per day. Your Salesforce admin determines the refresh schedule.

## Role Hierarchy

The lead, cadence, and engagement data that users see in the dashboards depends on whether you use role hierarchy. If you use role hierarchy, users see data only for leads, cadences, and engagements that they or users below them in the role hierarchy they own. If you don’t use role hierarchy, users see data only for records they own.

To let a user see all the records you have in Salesforce, add the View All Data permission to their user profile. Assigning the View All Data permission through a permission set doesn't allow a user to see all data in the analytics dashboard.

## Permissions and Access

CRM Analytics offers two types of access to the performance dashboards based on user permissions.

- All users have a standard user license, which allows them to view all tabs on the performance dashboards and use pre-defined filters to analyze the data.
- Three of the licenses provided with CRM Analytics allow for specified individuals to have additional access to the dashboards and greater analytics capabilities.
- If a user is already designated as a report admin and currently has access to CRM Analytics, that person has the enhanced access to the Sales Engagement Performance Dashboards.

The differences in user access are defined in this table.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d111250e147">Standard Sales Engagement User</th>
            <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d111250e150">Report Admin with Full CRM Analytics -OR- CRM Analytics for Sales
              Engagement</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Standard Sales Engagement User" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d111250e147 ">Permission Set Assignments</td>

            <td data-label="Report Admin with Full CRM Analytics -OR- CRM Analytics for Sales Engagement" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d111250e150 ">&nbsp;</td>

          </tr>
          <tr class="">
            <td data-label="Standard Sales Engagement User" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d111250e147 ">
              <ul>
                <li>Access with Sales Engagement User, Sales Engagement User Included, Sales
                  Engagement Cadence Creator, Sales Engagement Cadence Creator Included permission
                  sets.</li>

              </ul>
            </td>

            <td data-label="Report Admin with Full CRM Analytics -OR- CRM Analytics for Sales Engagement" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d111250e150 ">
              <ul>
                <li>Access given through full CRM Analytics or “CRM Analytics for Sales Cloud HVS”
                  permission set.</li>

                <li>Three permission sets included on the org level for access to Analytics
                  Studio.</li>

                <li>Additional purchase required to give to all users.</li>

                <li>Data Manager requires additional licensing.</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Standard Sales Engagement User" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d111250e147 ">Features</td>

            <td data-label="Report Admin with Full CRM Analytics -OR- CRM Analytics for Sales Engagement" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d111250e150 ">&nbsp;</td>

          </tr>
          <tr class="">
            <td data-label="Standard Sales Engagement User" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d111250e147 ">
              <ul>
                <li>Embedded dashboards are available to all Sales Engagement users and accessible
                  via the App Navigation Item.</li>

                <li>View Lead Performance, Engagement Performance, and Cadence Performance
                  dashboards.</li>

                <li>Leverage predefined filters to slice and segment data.</li>

              </ul>
            </td>

            <td data-label="Report Admin with Full CRM Analytics -OR- CRM Analytics for Sales Engagement" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d111250e150 ">
              <ul>
                <li>View Lead Performance, Engagement Performance, and Cadence Performance
                  dashboards, and underlying data sets.</li>

                <li>Save views as filters.</li>

                <li>Build lenses for advanced filtering and sorting on the data level.</li>

                <li>Clone and share custom apps, dashboards, and lenses.</li>

                <li>Export data.</li>

                <li>Some capability to edit data flow. (Requires a full CRM Analytics permission
                  set that isn’t included with Sales Engagement.)</li>

              </ul>
            </td>

          </tr>
        </tbody>
      </table>

- **[CRM Analytics Sales Engagement Performance Dashboards](https://help.salesforce.com/s/articleView?id=sales.hvs_reports_performance_analytics_dashboards.htm&release=264.0.0&type=5)**  
    There are three out-of-the-box Sales Engagement Performance Dashboards powered by CRM Analytics.

#### See Also

- [Define Call Result Values for Cadence Branching](https://help.salesforce.com/s/articleView?id=sales.hvs_setup_call_outcomes.htm&release=264.0.0&type=5 "Group call result values into categories to easily display the data in reports and use it as branching criteria for cadences.")