Impact Measurement and Outcomes Evaluation Using Salesforce for Nonprofits: A Guide to Data-Driven Frameworks

Table of Contents About the Author About the Technical Reviewer Acknowledgments Introduction Chapter 1: Introduction to Salesforce for Nonprofits Introduction to Nonprofit Cloud Nonprofit Cloud Case Management Program Management Module Nonprofit Success Pack (NPSP) Soft Credits Manage Households Engagement Plans Gift Levels Gift Entry Templates Recurring Donations Rollup Summaries Reporting and Analytics Outbound Funds Module Accounting Subledger Other Salesforce Tools Getting Started with Salesforce Understanding the Power of Us (P10) Program Signing Your Contract Getting Access to Your Organization Installing Other Salesforce Tools Conclusion Chapter 2: Introduction to Impact Measurement and Outcome Evaluation Common Definitions Impact Measurement Outcome Evaluation Key Performance Indicators (KPIs) SMART Goals Steps to KPI Process Identify Outcomes Define Success Select Measures for Each Element of Success Set a Target Begin Measuring Assess Results Objectives and Key Results (OKRs) Return on Investment Social Return on Investment Establishing the Scope and Identifying Stakeholders Mapping Outputs Demonstrating Outcomes and Giving Them a Value Establishing Impact Calculating the SROI Reporting, Using, and Embedding the SROI Cost-Benefit Analysis (CBA) Pre-Post Comparison Conclusion Chapter 3: Creating Logic Models and Theories of Change History Steps to Creating a Theory of Change Issue Analysis Stakeholder Analysis Final Outcome Intermediate Outcomes/Outputs Inputs and Activities Change Methods Sequencing and Diagramming Sequencing Diagramming External Factors PESTEL Environmental Review Assumptions and Risks Assumptions Risks Conclusion Chapter 4: Developing an Impact Management Strategy Strategic Planning Selecting Indicators and Metrics Collecting and Managing Data Establishing Baselines and Targets Ensuring Data Quality and Reliability Conclusion Chapter 5: Creating the Framework in Salesforce Creating (or Documenting) Your Data Model Example Data Model Data Model and Your Theory of Change Creating reports Report Types Custom Report Types Report Formats Fields Filters Cross Filters Tabular Reports Summary Report (Grouped by Rows) Matrix Report (Rows and Columns) Joined Reports Subscribe to Reports Recipients and Running User Conditions Export Reports Einstein Discovery for Reports Creating Dashboards Dashboard Filters Using Formulas and Validation Rules Formula Fields Basic Examples Length of Service Scoring Assessments Intermediate Examples Pulling Data from Related Objects Overdue for Appointment Visual Reminder Client Age at Intake Advanced Examples Nested Fields Formulas in Reports Bucket Column Row-Level Formulas Summary Formulas Validation Rules Example Validation Rules Recording the Language of Non-English Calls Ensuring Crisis Calls Have Documentation Ensuring Closed Cases Cannot Be Edited Other Considerations for Data Input Certifications and Additional Learning Strategies for Collecting Data Conclusion Chapter 6: Evaluating Impact Evaluating Impact Qualitatively Analyzing Qualitative Survey Results Time Commitment Reading Level Example Reading Ease Technology Appropriateness of Questions Collecting Case Studies and Testimonials Use a Generic Example Consent Call to Action Testimonials Facilitating Interviews and Focus Groups Interviews Focus Groups Evaluating Impact Quantitatively Entry and Exit Assessments Analyzing Quantitative Survey Results Statistical Measurement Techniques Define Your Null Hypothesis and Alternative Hypothesis Decide on an Alpha Value Check for Independence Check for Normality and Other Assumptions Run the Test and Examine the Results Making Changes to Improve Impact Improving Survey Results Improving Assessment Results Social Return on Investment Reporting on Impact Annual Reports Social Media Earned Media Salesforce Standard Reporting Other Issues in Evaluating Impact Conclusion Chapter 7: The Change Management Process Step 1: Determine the Idea and Its Context Step 2: Define the Change Initiative Step 3: Evaluate the Climate for Change Step 4: Develop a Change Plan Step 5: Identify a Sponsor Step 6: Prepare the Recipients of Change Step 7: Create the Cultural Fit Step 8: Develop and Choose a Change Leader Team Step 9: Create Small Wins for Motivation Step 10: Constantly and Strategically Communicate the Change Step 11: Measure Progress of the Change Effort Step 12: Integrate Lessons Learned A Case Study of Change Management Determine the Idea and Its Context Define the Change Initiative Evaluate the Climate for Change Develop a Change Plan Identify a Sponsor Prepare the Recipients of Change Create the Cultural Fit Develop and Choose a Change Leader Team Create Small Wins for Motivation Constantly and Strategically Communicate the Change Measure Progress of the Change Effort Integrate Lessons Learned Conclusion Chapter 8: Case Studies Case Study 1: Nonprofit Crisis Line Introduction to the Organization Current Technology Planned Technology Old Data Model New Data Model Impact and Outcome Reports and Dashboards Social Return on Investment Assessments Surveys Change Management Process Final Outcomes Case Study 2: Chamber of Commerce Introduction to the Organization Current Technology Planned Technology Old Data Model New Data Model Impact and Outcome Interviews Einstein Prediction Builder Flows and Automation Experience Cloud Final Outcomes Case Study 3: Homeless Shelter and Food Pantry Introduction to the Organization Current Technology Planned Technology Old Data Model New Data Model Impact and Outcome Pre-Post Comparison Interviews Final Outcomes Conclusion Chapter 9: Advanced Techniques What Is Einstein? Einstein Next Best Action (NBA) Einstein Prediction Builder Einstein Discovery (Tableau) Einstein Bots Ethics of Einstein Using Einstein Prediction Builder Define Your Use Case Identify the Data That Supports Your Use Case Create Your Prediction Review, Iterate, and Enable Your Prediction Monitor Your Prediction Deploy and Use Your Prediction Updating the Prediction Collecting Survey Data via Experience Cloud Leveraging AppExchange Solutions to Better Model Outcomes Conclusion Chapter 10: Conclusion The Future of Salesforce and Program Evaluation Next Steps in Your Learning Salesforce Certifications and Accredited Professionals Salesforce Certified Nonprofit Cloud Consultant Salesforce Certified OmniStudio Consultant Einstein Prediction Builder Accredited Professional Net Zero Cloud Accredited Professional Trailmixes Degrees and Certificates How to Implement What You’ve Learned in Your Organization Remembering What You Learned Putting It into Practice Conclusion Index Conduct impact measurement and outcomes evaluation, with a specific focus on nonprofits, using Salesforce Nonprofit Cloud (aka Salesforce for Nonprofits). As funding grows more challenging for nonprofits, having a robust technology system in place allows nonprofits to better seek out funding and receive more when they do. Readers of this book will be better positioned to ensure the long-term success of their organization and make maximum use of their technology. The book begins with an introduction to Salesforce and to Nonprofit Cloud for users who may be new to the platform. Next, you will learn the fundamentals of impact measurement and outcomes evaluation. You will understand why these are important and discover several frameworks that can be used to select outcomes that make sense for your organization to prove that its work is successful. These frameworks include Social Return on Investment (SROI), Cost-Benefit Analysis (CBA), and Pre and Post Comparison (and others). You will use your chosen framework to develop a logic model or theory of change which demonstrates how the work that nonprofits do translates into the outputs and outcomes that clients experience and that nonprofits seek funding to deliver. After covering the theory, author Dustin MacDonald teaches you how to translate the framework you chose into Salesforce. You will learn how to create reports, dashboards, formula fields, roll up summaries, and other basic Salesforce tools in order to collect the information you need to validate your framework. This book also demonstrates how to report on the outcomes you have achieved, tweak results to improve performance, and see the entire end-to-end experience in practice through a set of case studies. The book concludes with a discussion of advanced tools and techniques available inside Salesforce, such as Einstein Prediction Builder, as well as information on how you can immediately apply what you have learned to your own organization. What You Will Learn Understand how to use Nonprofit Cloud to collect and analyze data Know how to create a theory of change that shows your impact Become adept at working with impact measurement frameworks Build everything you need in Salesforce without writing a single line of code Turn your insights into new funding to keep your organization strong Who This Book Is For Salesforce administrators, nonprofit staff members, and others working at nonprofits who are required to conduct impact measurement and outcomes evaluation. Additionally, business analysts and technical architects who are designing and implementing solutions for nonprofits at implementation partners will benefit from this book.