Translating health business objectives into measurable success metrics
Key Takeaway
Start with the question the business needs answered, then choose a metric that answers it and that Salesforce can track and report on.
A success metric is a number that shows whether a business objective is being met, such as a login rate or a care gap closure rate. Translating objectives into metrics turns a business goal into something Salesforce can track and report on. In Agentforce Health, those metrics range from general user adoption numbers to clinical quality data, such as care gaps created by evaluating clinical measures.
How to turn an objective into a metric
- Start with the question the business needs answered.
- Pick the metric that answers the question.
- Check that Salesforce can track and report on the metric.
Two examples show how a question maps to a metric:
| Business question | Metric |
|---|---|
| "Are we remaining engaged with our customers?" | Accounts with no activities in the last 90 days |
| "What is the quality of my leads?" | Lead conversion rates by source |