Reachdesk provides an unmanaged Salesforce package that includes the reports and dashboards we use to measure campaign effectiveness. You can customize the reports to fit your specific Salesforce instance.

Note: The package is password-protected. Please contact your Client Success Manager to request the password.

Before you install

1. Enable Reachdesk cost syncing

To ensure your ROI reports aren’t empty, you need to tell Reachdesk to push cost data to Salesforce.

• Toggle on "Sync campaign cost": Navigate to Account > Integrations > Salesforce > Advanced Options. Switch this on and select your preferred currency.

  • Note: This currency choice is locked once you hit connect. If you need to change it later, you must contact support@reachdesk.com. 

• Toggle on "Apply item cost to total spend and ROI": This is also in Salesforce Advanced Options. It ensures the value of your warehouse items is included in the total cost.

• Set Unit Costs: For warehouse items, ensure you’ve set a Unit Cost for each item in the Inventory tab.

• Check for Validations: Ensure your Salesforce "Actual Cost" field has no custom validation rules, as these can block Reachdesk from updating the data.

2. Verify Activity Logging

The reports rely on Reachdesk syncing gift statuses (e.g., Claimed, Shipped) back to your Salesforce Campaign Members. Ensure Activity Logging is enabled in your Salesforce integration settings within Reachdesk.

3. Salesforce permissions

Some users might run into errors during installation if they don't have the right Salesforce licenses.

• License requirement: Most reports require the Sales Cloud User or CRM User permission set license.

• Campaign Influence: If you use Campaign Influence, ensure the user installing the package has these permissions enabled: 

Customizing your dashboards and reports

Once installed, you’ll want to tailor the "out of the box" reports to focus specifically on your Reachdesk activity.

• Use a naming convention: Add a prefix like "Reachdesk - " to all your gifting campaigns. In your Salesforce report filters, set Campaign Name > contains > Reachdesk to isolate these sends

• Refine Opportunity Stages: If your organization uses unique stages, edit the bucket columns in the Closed and Open Opps reports to ensure these are categorized correctly as open or closed

• Track Meeting Generation: The meeting reports look for tasks or events where the subject contains "meeting" If your team uses a different identifier (e.g., Type = Meeting), update the report filters to match your naming convention

• Define "Responded" Members: By default, these reports filter for Responded = True. In Reachdesk, this typically triggers when a physical gift is delivered or an eGift is claimed. You can remove or adjust this filter to see all member statuses

• Analyze Conversion: The Leads converted to Contacts report uses a filter for Converted Date not equal to blank. Use this to see every Reachdesk campaign a lead touched before they converted

• Filter by Team Member: For the Sends by person report, tweak the "Assigned" filter to focus on specific regions, teams, or individual users

• Creating Charts: When building these in Salesforce, you’ll need to group, bucket, count, and sum fields to get the axes to display data exactly how you want it

Data requirements for accurate reporting

Campaign attribution models

The package includes reports that pull from Campaign Influence and Primary Campaign Source.

• If your organization doesn’t use Campaign Influence, those specific reports will remain blank until the feature is enabled in Salesforce.

• By default, Salesforce uses the "Primary Campaign Source" model (100% credit to the last campaign). You can customize this in Salesforce settings if you prefer multi-touch attribution.

Mapping campaign costs

Reachdesk pushes "Total Spend" (item cost + shipping + tax) to the Actual Cost in Campaign field in Salesforce.

• Sync frequency: Costs are pushed once a day for processed (spent) costs only

• Consolidated costs: If you sync multiple Reachdesk campaigns to one Salesforce campaign, Reachdesk will sum all costs together into that single Salesforce record

• User Disconnection: If the Salesforce user used for the sync is disconnected, the "Actual Cost" in Salesforce will be wiped back to zero. Costs will resume syncing once the account is reconnected

Installation steps

1. Open the installation link.

2. When prompted, enter the package password provided by your CSM.

3. Choose "Install for All Users" (recommended) to ensure your team can see the dashboards.

4. Click Install.

If you receive the error below, double-check that your Salesforce user profile has the "Download Packages" permission enabled.

Reporting

For deeper guidance on reporting methods and interpretation, see: Measure the ROI of your Reachdesk campaigns in Salesforce.