Indicee Analytics for Salesforce FAQs

About Indicee Analytics for Salesforce... 3 What is Indicee Analytics for Salesforce?... 3 What are dashboards?... 3 Who should be using Indicee Analytics within my company?... 4 Can I do this myself?... 4 What s the difference between Force.com Labs apps and Indicee Analytics apps?... 4 We deployed Chatter a few months ago; can I still install Indicee Analytics?... 5 What exactly are the Indicee Analytics apps, and how do they differ?... 5 Installation, Setup and Troubleshooting... 7 How long will it take me to install and to get started with Indicee Analytics?... 7 What do I need to do before I install?... 7 I couldn t install. Why did this happen?... 7 Why does Indicee Analytics need access to my data?... 9 How do I set up other users?... 9 Does Indicee Analytics work with all browsers?... 9 Is Indicee Analytics an Aloha App in Salesforce?... 10 Help! Why is Indicee Analytics not working properly?... 10 Security... 10 What is the AppExchange Security Review Process?... 10 What is Single Sign-On (SSO)?... 10 Extending Indicee Analytics... 11 Can I extend the app with other Salesforce objects?... 11 Can I bring in data from other business systems?... 11 Subscribing to Indicee Analytics... 11 What happens after my free trial ends?... 11 How will I be billed for Indicee Analytics?... 11 Can I reduce or cancel my subscription to Indicee Analytics?... 12 Company and Customers... 12 Who is Indicee?... 12 Who uses Indicee?... 12 For More Information... 12 2013 Indicee, Inc. All rights reserved. 2

About Indicee Analytics for Salesforce What is Indicee Analytics for Salesforce? Indicee Analytics for Salesforce is a suite of applications (apps) for Salesforce that help you measure and analyze adoption and usage of Chatter within your organization. You can also configure Indicee Analytics to include any Salesforce object, and even data from other business applications for a 360- degree view of your business. Indicee Analytics apps are available from the AppExchange, and include: Indicee Analytics for Chatter Indicee Analytics for Sales Indicee Analytics for Salesforce Communities Indicee Analytics Platform* Indicee Analytics for Chatter, Indicee Analytics for Sales, and Indicee Analytics for Salesforce Communities provide you with out-of-the-box reports and dashboards, making it easy to gain strategic insight into your Chatter adoption and usage. Indicee Analytics Platform extends our core app s functionality by uniting data from across the Salesforce Clouds (Sales, Service, Marketing, etc.) and even integrating data from other business systems. *To install Indicee Analytics Platform, contact Indicee at 1-888-681-3840/+1-604-681-3840 or chatter@indicee.com. What are dashboards? After installing an Indicee Analytics app, your Salesforce Chatter data will be presented in a series of dashboards that display current and historical information about what's happening within your Salesforce and Chatter implementations. Depending on the version of Indicee Analytics you select, your dashboards will help you to: Track adoption and usage goals down to the group level, from the date you started using Chatter. Understand Salesforce usage, including file and content information. Identify and nurture power users who drive engagement and foster collaboration. Gain executive buy-in on your use of Chatter by sharing analytics that show the impact Chatter is having on business. Get a window into the conversations happening in your business. See how Chatter usage is influencing sales KPIs over time, including average order values, win rates and time-to-close. Identify top Opportunities, sales reps, and collaboration around Opportunities. Determine the participation and the reach of your Chatter Communities. Indicee Analytics apps are built on Indicee s powerful, cloud-based business intelligence (BI) platform, and are installed as managed packages embedded as a Visualforce page within Salesforce. 2013 Indicee, Inc. All rights reserved. 3

Who should be using Indicee Analytics within my company? Anyone in your organization can benefit from visibility into Chatter adoption and use, including: CRM Administrators and Operations Staff. See how Chatter adoption is trending, who is using it and how. Executives and Managers. See which groups are most active, identify power users, and find out what employees, partners and customers are actually taking about. Sales. See how team members are sharing knowledge and collaborating on Opportunities to close deals faster. Product Management. See how competitive and product information is being shared, and identify needs and gaps. Community Managers. See the health and effectiveness of all your Communities by tracking adoption rates, power users, most valuable content and more. Marketing. See how social networks are influencing campaign momentum. Team Members. See how to best leverage knowledge sharing and collaboration every day. Can I do this myself? No. Standard Salesforce reports have very limited access to Chatter data, and some of the data points required aren t accessible by simply querying the Salesforce API (for example, @mentions). Salesforce and Chatter object relationships are complex and can t be handled by a relational reporting tool. Indicee Analytics apps are built on Indicee s powerful, cloud-based business intelligence (BI) platform and have been developed with direct input from the Salesforce Chatter Product Team to make it easy for you to access and make sense of your Salesforce data. What s the difference between Force.com Labs apps and Indicee Analytics apps? Our Indicee Analytics apps go well beyond the narrow reporting options currently provided by Force.com Labs apps by delivering measurement of a wide range of data points, including adoption metrics (the number of people using Chatter), tags and mentions, group activity, power users, feeds and comments, and more. Indicee Analytics automatically populates your data into interactive dashboards that allow you to dive into current and historical views, even going back to the moment Chatter was turned on. Use your dashboards to drill into metrics and customize information displays using dynamic dashboard filters. Unlike Force.com Labs, you can even report on deleted groups, posts and subscriptions, a feature unique to Indicee Analytics. 2013 Indicee, Inc. All rights reserved. 4

We deployed Chatter a few months ago; can I still install Indicee Analytics? Yes, absolutely! Indicee Analytics can be installed when you first deploy Chatter or you can add it to an existing implementation. Even if you ve been using Chatter for months, Indicee Analytics is able to gather and analyze historical data since the moment you turned Chatter on. What exactly are the Indicee Analytics apps, and how do they differ? The Indicee Analytics suite currently includes four products: Indicee Analytics for Chatter Indicee Analytics for Sales Indicee Analytics for Salesforce Communities Indicee Analytics Platform Our core app, Indicee Analytics for Chatter provides 9 essential dashboards, providing you with analytical perspectives on your Chatter organization. Indicee Analytics for Sales enhances Indicee Analytics for Chatter by adding a further 4 dashboards, focused on sales-specific insights. Use all 13 dashboards to see how Chatter is impacting your organization s sales performance, allowing you to measure and drive social sales engagement. Also, tap into crucial sales performance KPIs from within your Sales Cloud. Indicee Analytics for Salesforce Communities provides 10 Communities dashboards, giving you the ability to track the development of each of your Communities and see what your employees, partners and customers are Chattering about. Indicee Analytics Platform extends the features provided by Indicee Analytics for Chatter, Indicee Analytics for Sales and Indicee Analytics for Salesforce Communities, by allowing you to broaden your options to include additional Salesforce objects and build custom reports. Use Platform to expand your reach across your business, and include data sources outside of Salesforce to create a comprehensive BI solution. 2013 Indicee, Inc. All rights reserved. 5

Product Description Included Dashboards Designed for Indicee 9 dashboards providing Adoption Analytics for Chatter insight into Chatter data Feeds and Comments Files Follows Groups Likes Logins Power Users Tags & Mentions Indicee 13 dashboards providing All 9 Indicee Analytics for insight into Chatter data Analytics for Sales and sales Opportunity data Chatter Indicee Analytics for Salesforce Communities Indicee Analytics Platform 10 dashboards focusing on Salesforce Communities, including the ability to report on each Community independently Extend and customize dashboards to include other Salesforce Cloud objects, plus the ability to add multiple data sources from any business application dashboards, PLUS Sales Adoption Sales Impact Sales Leaders Sales Top Opps Adoption Files Follows Groups Likes Logins Posts and Comments Power Users Summary Tags & Mentions All Indicee Analytics dashboards that are applicable to your Salesforce implementation All organizations using Salesforce Chatter All organizations using Salesforce Chatter and Sales Cloud All organizations using Chatter and Chatter Communities All organizations using Salesforce Chatter with custom Salesforce reporting and data analysis integration needs To help address your specific analytics needs, contact Indicee at 1-888-681-3840/+1-604-681-3840 or chatter@indicee.com to install Indicee Analytics Platform. 2013 Indicee, Inc. All rights reserved. 6

Installation, Setup and Troubleshooting How long will it take me to install and to get started with Indicee Analytics? Indicee Analytics takes just 15 minutes or less to install, setup, and populate your data into the app s dashboards. You complete the setup entirely within your Salesforce environment. The installation will automatically pre-build reports across a variety of dashboards, depending on the Indicee Analytics edition you choose. What do I need to do before I install? Before you install, make sure you meet the following installation requirements. Supported Browsers You must be using one of the following browsers: Microsoft Internet Explorer versions 8 and higher, (9 and higher preferred) Current version of Mozilla Firefox Current version of Google Chrome Current version of Apple Safari Salesforce Security Permissions You must be a Salesforce Administrator to complete an installation of Indicee Analytics. Network Access and Restrictions You must not have any TCP/IP address restrictions on your Salesforce organization or on your corporate network that block any indicee.com addresses. To confirm access to indicee.com and your ability to run the installation, visit https://chatter.indicee.com/chatter/. Single Sign-On To integrate your Indicee setup with Salesforce security, you must have already enabled My Domain in Salesforce. Please check your Salesforce documentation for complete details. Note that enabling My Domain can take up to 72 hours to complete. I couldn t install. Why did this happen? The most common reason for installation failure is that the person trying to install and set up Indicee Analytics doesn t have the required Salesforce permissions. To install and set up the app, the user 2013 Indicee, Inc. All rights reserved. 7

The second most common reason for installation failure is use of an unsupported browser. Indicee supports most current browsers, including: Mozilla Firefox Google Chrome Apple Safari Microsoft Internet Explorer 8 and 9 Internet Explorer versions earlier than 8 are not supported. If you are unable to resolve installation issues, please contact support@indicee.com for assistance. Why does Indicee Analytics need access to my data? Like most apps in the AppExchange, Indicee Analytics needs to access some of your organization s data to provide analytics. During installation, you must click Allow to grant access to your Salesforce Chatter data during installation. How do I set up other users? Your CRM Administrator can easily grant access to additional user profiles after Indicee Analytics setup is complete. Please refer to the Indicee Analytics for Salesforce Installation Guide in the AppExchange for further instructions. Does Indicee Analytics work with all browsers? Indicee is optimized to run in a variety of browsers from the major browser providers, including: Mozilla Firefox Google Chrome Apple Safari Microsoft Internet Explorer 8 and 9 (earlier versions are not supported) 2013 Indicee, Inc. All rights reserved. 9

Is Indicee Analytics an Aloha App in Salesforce? Yes! Indicee Analytics is classified as an Aloha App. This means that: Indicee Analytics apps WILL NOT count against your Salesforce Custom Apps, Objects and Tabs limits. You will be able to run Apex Code in GE and PE. Indicee Analytics has the ability to leverage the Web Service API for PE and GE. Help! Why is Indicee Analytics not working properly? If you are having trouble with your Indicee Analytics app, try troubleshooting the following areas: 1. IP Address Issues Your organization may have a security policy that restricts the IP addresses from which users can log in. If so, you must manually configure allowed (also known as whitelisted) IP Address ranges. Please refer to the Indicee Analytics for Salesforce Installation Guide in the AppExchange for further instructions. 2. Incorrect Permissions during Setup The person who installs and sets up Indicee Analytics must have a Salesforce Administrator profile or similar API access to data. Please refer to the Indicee Analytics for Salesforce Installation Guide in the AppExchange for further instructions. 3. No Data in Dashboards Empty dashboards may occur when filters are set incorrectly or if a user has incorrect data permissions. Please contact your CRM Administrator to help troubleshoot the problem. Security What is the AppExchange Security Review process? All applications enrolled in the Salesforce AppExchange or OEM Partner Programs, including Indicee Analytics, must complete a mandatory, periodic security review. The Security Review assesses the security position of partner offerings to ensure that applications published on the AppExchange follow industry best practices for security, and promote trust. Indicee Analytics meets all these extensive security review requirements. See http://wiki.developerforce.com/page/security_review for more information. What is Single Sign-On (SSO)? When you first open Indicee Analytics, Indicee needs to confirm who you are by validating your Salesforce identity. Single Sign-On (SSO) allows Indicee to validate your Salesforce user identity without prompting you to log in to Indicee separately. If single sign-on is not configured, you will need to log in to Indicee Analytics each time you open the app. 2013 Indicee, Inc. All rights reserved. 10

Configuring Indicee Analytics for single sign-on is not mandatory, but it is highly recommended for ease of use. Indicee Analytics uses Security Assertion Markup Language (SAML), an XML-based open standard for exchanging authentication and authorization data between security domains. Step-by-step instructions about how to set up SSO are included in the Indicee Analytics for Salesforce Installation Guide, available in the AppExchange. Extending Indicee Analytics Can I extend the app with other Salesforce objects? Yes! Indicee Analytics Platform allows you to integrate data from the Salesforce Sales, Service and Marketing Clouds and from custom Salesforce objects to connect social metrics with broader business objectives, and gain visibility into what is affecting lead conversion ratios, average order value, forecast accuracy and more. To discuss your needs, please contact Indicee at 1-888-681-3840/+1-604-681-3840 or chatter@indicee.com. Can I bring in data from other business systems? Absolutely! The Indicee Analytics Platform is designed to handle data variety, from on-premise and cloud, to streaming and traditional data sources. Integrating data from across your business allows you to share insight into your sales pipeline, marketing campaigns, business processes, resource utilization, and more. To discuss your needs, please contact Indicee at 1-888-681-3840/+1-604-681-3840 or chatter@indicee.com. Subscribing to Indicee Analytics How do I try Indicee Analytics? Try Indicee Analytics for free. Get your free trial in the AppExchange. What happens after my free trial ends? Before your free trial ends, Indicee will ask you if you want to continue using the app and will help you determine which edition is right for you. Indicee has a simple subscription-pricing model that allows you to pay just for the level of functionality that matches your needs. How will I be billed for Indicee Analytics? After your free trial is over, Indicee will bill annually, in advance. All annual license periods and Terms of Service (TOS) will automatically renew at Indicee s then-current rates for additional annual license periods, unless either Indicee or you give the other notice of non-renewal or cancellation at least 60 days before the end of the relevant annual license period. 2013 Indicee, Inc. All rights reserved. 11

Can I reduce or cancel my subscription to Indicee Analytics? As per the Terms of Service (TOS) you agreed to when installing Indicee Analytics, you can only reduce or cancel your subscription once you have reached the end of your agreement term. To cancel your subscription, email chatter@indicee.com with Please cancel my account in the subject line. Company and Customers Who is Indicee? Indicee provides the leading cloud business intelligence (BI) platform for business users. Based in Vancouver and San Francisco, Indicee was incorporated in 2006 by two of the original founding members of Crystal Reports. Indicee provides dedicated analytics apps for the enterprise as well as embedded reporting for other cloud services. Who uses Indicee? Indicee has been used by thousands of business users and analysts since we launched our first cloud BI service in 2009. Since then, we ve extended Indicee to become a complete cloud BI platform that companies large and small use to bring together and analyze data from across their business. Unlike most enterprise BI models, Indicee is designed to allow companies to build their data over time, to start small and grow as they do. Companies such as Maixim Integrated, OpSource and Pacific Blasting are using our apps to help their CRM Administrators and Managers understand the success and business impact of their Chatter implementations. To read about how organizations like these are answering their Chatter adoption and usage questions, check out our five-star reviews in the AppExchange. You can also discover how Food Perspectives, Inc. gained new visibility into Chatter, in this case study. For More Information To learn more about how Indicee Analytics for Salesforce can work for you, or for help using Indicee products, contact us at 1-888-681-3840/+1-604-681-3840 or chatter@indicee.com. 2013 Indicee, Inc. All rights reserved. 12