CSM Role Walkthrough

** Document edited to retain privacy of client and company personnel. **
1
Table of Contents
(Ctrl + Click on a link to jump to its section)
Sites
General Notes
Weekly Tasks
Bi-Weekly Tasks
Monthly Tasks
As Needed Tasks
End of Month Reporting
Weekly Execution Report
Average Store Visit Time Report

2
Sites
 Crossmark Landing Page: https://crossmarkoktacom/app/UserHome
 “CLIENT NAME” Box site: https://crossmarkappboxcom/folder/5100
o “CLIENT NAME” Client Documents site: https://crossmarkappboxcom/folder/5100
o “CLIENT NAME” Retail Rep Documents site:
https://crossmarkappboxcom/folder/5100
o “CLIENT NAME” Internal Documents site: https://crossmarkappboxcom/folder/5100

 “CLIENT NAME” Get the Picture:
https://applicationcrossmarkconnectcom/AxisGTP/Pages/Photosaspx?SPHostUrl=https%3A%2F
%2Fcrossmarkconnect%2Esharepoint%2Ecom%2Fsites%2Fresources&SPLanguage=en-
US&SPClientTag=1&SPProductNumber=16%2E0%2E7813%2E1210&ClientGuid=
 “CLIENT NAME” SharePoint site:
https://internalcrossmarkconnectcom/sites/mycommunityext/”CLIENT
NAME”%20International/Pages/defaultaspx
 “CLIENT NAME” SharePoint site (old):
https://crossmarkconnectsharepointcom/sites/community/”CLIENT
NAME”International/Pages/Homeaspx
 “CLIENT NAME” Tableau site: https://tableaucrossmarkcom/t/”CLIENT
NAME”/workbooks/”CLIENT NAME”ResultsDashboard2018OneHub
 Lawson: http://myinfocrossmarkinternalpvt/lawson/portal/
 Remedyforce (IT Tickets):
https://crossmarklightningforcecom/lightning/n/BMCServiceDesk__Remedyforce_Self_Service
 SSRS Reporting at:
https://internalcrossmarkconnectcom/sites/reporting/RC2/SSRS%20Reports/Forms/AllItemsasp
x?RootFolder=%2fsites%2freporting%2fRC2%2fSSRS%20Reports%2fAxis%20Reports&Folder
CTID=0x012000167CD029CCAB734F9F6DE95B4EEBEF24
 Vectra: http://vectraondemand.com/”Client Name”/login.aspx

3
General Notes
 All pathways listed below are for Box file folders
 If the Tableau dashboard gives an Authentication error switch internet browsers. If it
persists, come back later
 If Tableau is not allowing you to export the data as “Data” in the drop down, click into
the charts and try again
 When pulling the “Execution Details by Client” report, pull each utility individually.
Otherwise the system will drop out lines of information
 When pulling “Ticket Assignment Details,” you can pull all utilities at once
 There are example files for all of these reports on the internal side of Box
 As a best practice, keep an internal and client version of files. Although often identical,
it’s good to have as a backup just in case

4
Weekly Tasks
Monday
 “Client Name” Weekly Store Visit Count
o Sat-Fri window
 Send to “list of client emails addresses”
o Pull SSRS report and use “Execution Details by Client” Report
o Create a pivot from the Visit Type to fill in the Total Unique Store Visits stats
 There are two tabs: “Store Calls” and “Visit Chart”
o Maintain an internal side document and email to the client as an attachment
o Example at: “CLIENT NAME””CLIENT NAME” Team Internal Documents2018
DocumentsReportingSSRS”Client Name” Weekly Store Visit Count
 “CLIENT NAME” Weekly Store Visits
o Sun-Sat window
 Send to “list of client emails addresses”
DocumentsReportingSSRS”CLIENT NAME” Weekly Store Visit Count

5
Tuesday
 Execution Report
o Send to Supervisors, “Direct Superior”, and “Division Manager”
o Pull SSRS report and use “Ticket Assignment Details”
o Write insights/notes in email body and attach Excel file to email
o Maintain an internal side document
DocumentsReportingSSRS
 Compliance Report
o Send to: “list of client emails addresses”
o Example below; information drawn from “Execution Report”
Friday
 Rep Staffing Report
o Who was hired, fired, any ongoing updates
o Pull report from Lawson to see “New Hires Processed” and the “Address List”
Consult with “Division Manager” for any up to the minute changes

6
o Any updates being sent out should also be reflected in the Crossmark Rep
Address file
o Send to clients, Supervisors, “Direct Superior”, and “Division Manager”
 “list of client emails addresses”
o Send “Client Employee” and “Client Employee” a separate email asking for
Vectra access for New Hires. Include their full address information
DocumentsStaffing

7
Bi-Weekly Tasks
Monday
 Retail Comments
o Sun-Sat window
o Cleanse unhelpful comments or those that do not need to be passed to the client.
Use personal judgement
o Send to client, “Direct Superior”, “Division Manager”, and applicable
supervisors
 There is one version Send to the Eastern Region and one Send to Central
Region
 Eastern: “list of client emails addresses”
 Central: “list of client emails addresses”
o Every other Monday
 Next on July 9th, July 23rd, August 6th
DocumentsReportingSSRS

8
Monthly Tasks
5th of the Month
 “Client Name” Raw Data
o A full month lookback
o Includes “Retail Comments” column, excludes “Payroll Time” column
o Maintain an internal side version and upload a client side version to sit here:
“CLIENT NAME””CLIENT NAME” Client Documents2018Data &
Reporting07_July
DocumentsReportingSSRS05_May
10th of the Month
 Complete “Client Name” End of Month Reporting
o Export reporting from Tableau; use SSRS if Tableau data is unavailable
 You will export data from the “Compliance,” “Pricing,” “Events,” and
“Education Summary” tabs
 Create pivot tables based on needed data and enter into the Reporting
Master (Excel) file
 The charts from the Reporting Master will be used in the End of Month
(PPT) file
 You’ll update insights based on the new data
o Include the Success Stories for “Client Name”; usually 2-5 slides
 Try to maintain the highest photo quality and do not compress images
o Post PPT to the client side of Box
Reporting07_July
DocumentsReportingEOM Reporting05 – May 2018
 Of particular note are the Reporting Master and EOM Reporting files

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11th of the Month
 Utility Raw Reporting
o A full month lookback
o Includes “Retail Comments” column, excludes “Payroll Time” column
o Consolidate any repetitive columns for ease of use
Reporting07_July

10
15th of the Month
 Average Store Visit Time
o Pull “Ticket Assignment Details” report
o Create a Pivot table with Retailer/Store Name and Avg Visit Time (in minutes)
 Include slicers for “Owning Company,” “Store Name,” “State,” and
“Utility”
 Standardize Store Names and Owning Companies
 Eg. Turn “Ace Hardware of Plano” into “Ace Hardware”
Reporting07_July
 End of Month Reporting
o The near exact same process for “Client Name” End of Month Reporting
o Export reporting from Tableau; use SSRS if Tableau data is unavailable
 You will export data from the “Compliance,” “Pricing,” “Events,” and
“Education Summary” tabs
 Create pivot tables based on needed data and enter into the Reporting
Master (Excel) file
 The charts from the Reporting Master will be used in the End of Month
(PPT) file
 You’ll update insights based on the new data
o Include the Success Stories for “Client Name”; usually 2-5 slides
 Try to maintain the highest photo quality and do not compress images
o Post PPT to the client side of Box
Reporting07_July

11
DocumentsReportingEOM Reporting05 – May 2018
 Of particular note are the Reporting Master and EOM Reporting files
 Year to Date Event Count
o Usually pull data from posted events on the client side of Box
o This document is simply a comprehensive list of events. It helps with EOM
reporting as we provide a list of events for the month for each utility
o Example at: “CLIENT NAME””CLIENT NAME” Client Documents2018Events
Calendar
20th of the Month
 Audits and Work-Withs
o Supervisors and Event Coordinators come into this document and fill it out
o This is then posted on the client side of Box
 Review all comments for anything that may need to be cleansed before
being viewed by the client
 This is updated for the client on a monthly basis but is vital when doing
Retainage billing
o Tally up the number of audits/WWs by utility
o Requirements: “Client Name”, “Client Name”, “CLIENT NAME”, “CLIENT
NAME”, and “CLIENT NAME” require 2 Audits per Rep per Quarter and 1 WW
per Rep per Quarter; “Client Name”, “CLIENT NAME”, and “CLIENT NAME”
require 6 Audits and 9 Work Withs per Quarter

12
o The current document has formatting that will highlight cells in pink when a
requirement isn’t met; update accordingly
DocumentsAudits and Work Withs

13
As Needed
 Crossmark Rep Addresses
o Pull information from Lawson and update Rep addresses
 Ideally, Supervisors have sent you an email if Reps move or leave the
team
o Maintain separate tabs for Active and Exited Reps; you may need it later
o This file sits on the client side of Box
o File sits at: “CLIENT NAME””CLIENT NAME” Client Documents
 Send the names of new reps to Volt
o Send to: Volt@crossmarkcom
o Template document can be found at: “CLIENT NAME””CLIENT NAME” Team
Internal Documents2018 DocumentsVolt-SP Requests
o Requests must be sent in the formatting as given in the document
 Relevant Rep information should be in the Crossmark Rep Address file if
it is being maintained
 Box administration, organization, maintenance
o You will give clients and new reps access to Box
o Box permissions works by cascading levels. If you have access to “Folder A” you
automatically have access to any folders that sit inside of “Folder A”
 Eg. Internal and External Documents are separate folders. You can have
access to one or the other or both
 Retail Rep Documents sit under the External Documents.
Therefore Clients can see all Retail Rep Documents but Rep
cannot see anything but their folder

14
o “CLIENT NAME” Box site: https://crossmarkappboxcom/folder/5100
 This is the general site. Give Supervisors, PAs, CSMs, and above access at
this level
o “CLIENT NAME” Client Documents site: https://crossmarkappboxcom/folder/5100
 This is the folder of the site that clients should be given access to
 DO NOT GIVE THEM ACCESS TO THE INTERNAL SIDE OF
BOX!
o “CLIENT NAME” Internal Documents site: https://crossmarkappboxcom/folder/5100
 Event Coordinators should have access to this folder
o “CLIENT NAME” Retail Rep Documents site:
https://crossmarkappboxcom/folder/5100
 This is the folder of the site that Field Reps should be able to access
 DO NOT GIVE THEM ACCESS TO ANY OTHER LEVEL OF
BOX!
 Client access/ Login requests
o Tableau or Get the Picture
 Submit a ticket in RemedyForce asking for access
 https://crossmarklightningforcecom/lightning/n/BMCServiceDesk__Remedyforc
e_Self_Service
o Password Resets/Troubleshooting
 Box: clients sometimes need their password reset:
 Go to a Google Chrome incognito window and put the url for the
Client side Box site
o https://crossmarkaccountboxcom/login?redirect_url=%2Ffolder
%2F29135700700
 Click into “Not a part of CROSSMARK?”
 Enter the email address of the client asking for a reset and click
“Next”

15
o Vectra
 If someone needs their Vectra credentials resent email: “Client
Employee”; “Client Email Address”

16
End of Month Reporting Walkthrough
Files Needed:
 Master (Excel) file
 “CLIENT NAME” Master (PPT) file
 Success Stories file
 Year to Date Events file
o Found here: “CLIENT NAME””CLIENT NAME” Client Documents2018Events
Calendar
 Exported Tableau files: Compliance, Pricing, Events, and Education Summary
Previous month’s files are saved here: “CLIENT NAME””CLIENT NAME” Team Internal
Documents2018 DocumentsReportingEOM Reporting05 – May 2018
1. Export “Compliance,” “Pricing,” “Events,” and “Education Summary” tabs from
Tableau
a. If the exporting drop down has “Data” and “Crosstab” greyed out, click into the
charts and try again.
b. Download as “Data,” click over to “Underlying,” and check “Show all columns”

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2. Copy the Master (Excel) and “CLIENT NAME” Master (PPT) files over from the
previous month and move to the current month’s folder. These will be your templates.
Update the necessary information
a. Changing over everything that says “June” to “July” etc.
3. Compliance: Create a pivot table with “Client” and “Execution Status” as the Rows and
“Execution Status” as the Value
a. “Execution Status” will automatically change to “Count of Execution Status”
b. We give “CLIENT NAME” a three month rolling view. Hide any data that isn’t
from the current month and the previous two months. Hide and unhide the
necessary columns in the Master (Excel)

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c. Using the data from the “Compliance” pivot table manually fill in the values on
the Master (Excel) file
i. DO NOT FILL IN THE “ALL” SECTION! THIS IS SET WITH
FORMULAS AND DOESN’T NEED MANUAL INPUT!
ii. Note any adjustments to the Completed/Incomplete visits that may have
happened for the week
1. Eg. A project that was pulled from visits and so we agreed it
won’t be part of the calculations
2. Need agreement with the numbers given on the Execution
updates given to “CLIENT NAME”
a. Eg. Compliance cannot say 99% execution, but we told the
client 77%
d. Make any needed formatting changes
e. Copy and Paste (as a picture) each utility into the corresponding slide on the
“CLIENT NAME” Master (PPT) file
f. Update the other sections of the slide as needed

19
4. Pricing: Create a pivot table with “Client” and “Question Text” as the Rows and
“Numeric Response” as the Value
a. “Numeric Response” will automatically change to “Sum of Numeric Response”
i. If not click into Values and choose Sum form the calculations options
b. Be sure to sort the questions to match the same order as on the Master (Excel) file
c. We give “CLIENT NAME” a three month rolling view. Hide any data that isn’t
d. Using the data from the “Pricing” pivot table manually fill in the values on the
Master (Excel) file
ii. There may be lines where more OOS were corrected than listed (not
possible) or more new tags placed than incorrect prices reported (possible
where a tag may be old or missing but not necessarily “incorrect”) Adjust
the numbers for OOS and explain the reasoning for “New Tags Placed”
e. Copy and Paste (as a picture) each utility into the corresponding slide on the

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f. Return to the Pricing file, standardize the “Store Name” based on the “Owning
Company”
i. E.g. “Walmart Store” and “Walmart Supercenter” should be calculated
together
g. Create another pivot table with “Question Text” as Columns, “Client” and “Store
Name” as Rows, and “Numeric Response” as Values
i. Again, “Numeric Response” will automatically change to “Sum of
Numeric Response”
1. If not click into Values and choose Sum form the calculations
options
h. In the pivot table, under “Question Text” you’ll select questions that compare the
results of SKUs priced incorrected to New Shelf Tags Placed. You’ll also compare
SKUs Out of Stock to Out of Stock SKUs corrected
i. I usually list 2-3 retailers with higher ratios. If no retailer sticks out I will note
that “there were no retailers with a consistently high count” Use personal
judgement
j. Update the information in the slide as needed

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5. Events: Create a pivot table with “Client” and “Question Text” as the Rows and
“Numeric Response” as the Value
k. Be sure to sort the questions to match the same order as they are on the Master
(Excel) file
l. Filter out any events that did not happen in the current month
m. We give “CLIENT NAME” a three month rolling view. Hide any data that isn’t

22
n. Using the data from the “Events” pivot table manually fill in the values on the
Master (Excel) file
o. Make any needed formatting changes
p. Copy and Paste (as a picture) each utility into the corresponding slide on the
q. Copy and Paste (as a picture) the 2018 Event Count (Excel) file by utility into the
i. “CLIENT NAME” usually sits on its own slide as it has more events than
most utilities
r. Update the information in the slide as needed

23
6. Education Summary: Create a pivot table with “Client” and “Question Text” as the
Rows and “Numeric Response” as the Value
s. Be sure to sort the questions to match the same order as they are on the Master
(Excel) file. They should already be in order
i. Consolidate any duplicate lines as needed

24
t. Using the data from the “Education Summary” pivot table manually fill in the
values on the Master (Excel) file
i. DO NOT FILL IN THE “ALL” SECTION. THIS IS SET WITH
FORMULAS AND DOESN’T NEED MANUAL INPUT
u. Make any needed formatting changes
v. Copy and Paste (as a picture) each utility into the corresponding slide on the
w. Update the information in the slide as needed
x. Add in Success Stories and you’re done!

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Execution Calculations Walkthrough
1. Pull the “Ticket Assignment Details” Report
a. Remember you can pull all utilities at once!
b. The purpose of this report is to show both internal and external parties our
execution progress for the month. Data points of interest are Assigned tickets,
Scheduled Tickets, and Completed tickets
i. We also provide an estimate of how many of the total tickets we expect to
execute for the month
ii. We provide Supervisors both a week to week perspective as well as a
where we are for the month perspective
c. As of July 2018, we are using the “OH_Ticket Assignment Details” version as we
are using OneHub
d. Found at:
https://internalcrossmarkconnectcom/sites/reporting/RC2/SSRS%20Reports/Forms/AllIt
emsaspx?RootFolder=%2fsites%2freporting%2fRC2%2fSSRS%20Reports%2fAxis%20
Reports&FolderCTID=0x012000167CD029CCAB734F9F6DE95B4EEBEF24
2. Your parameters will need to be for the entire month
a. Choose the entire month for your project “Start Range” and “End Range”
b. Division is: “000-”CLIENT NAME””
c. Account: ““CLIENT NAME” International”
d. Program Name: “Consider All Programs”
e. Project: Select all projects

26
3. Export the data to Excel
4. Verify that only data from the month of interest is in the data
a. Check the “Program Name” and “Initiative” columns
5. Select a column to turn into “Utility,” I usually overwrite the “Program Name” column
6. Clean up any canceled tickets from the reporting
a. Check the “Axis Project Status,” “OneHub Project Status,” and “Ticket Status”
columns
b. Auto Cancelled tickets stay. These are tickets that were not executed.
7. Remove data from non-Crossmark reps from the data
a. These are usually listed under the “Reported Associate” or “Associate” columns
as ““Division Manager”.” Double check with “Direct Superior” or “Division
Manager”
8. Remove any non-store visit tickets from the data.
a. Eg. Time Reporting tickets
9. Copy the tab naming one “Month” and the other “Week”
a. For the “Week” tab we are only interested in data points from the previous week
(Sun-Sat)
i. In the “Ticket Due Date” column remove any tickets that fall outside of
this parameter
1. Eg. If you are doing this on July 16th 2018, your week of interest is
7/8-7/14
10. For both tabs you will create pivot tables with “Utility” as the Rows then “Utility,”
“Associate,” “Scheduled Date Time,” and “Reported Associate” as the Values

27
11. Use a previous month’s file to copy over the formula charts you will be updating
a. The “Highest Poss. End %” column is only needed for the Month charts, not
Week
12. Create another pivot table using the “Month” tab. It will include “Ticket Status” as
Filters, “Utility” as Rows, and “Ticket Status” as Values
13. In the “Ticket Status” filter, check “Select Multiple Items,” then uncheck “Submitted”
and “Auto Cancelled”
a. Copy the values in the “Count of Ticket Status” column and update the column
next to the “Highest Poss. End %” column
b. This data will populate the chart Send to the client for their weekly
Compliance/Execution update.
14. Send as an email to the client.
a. DO NOT ATTACH THE EXCEL FILE YOU USED TO CREATE THIS CHART!

28
15. Send an email to the Supervisors, CSMs, and “Division Manager” detailing the
Execution information. Point out any information of value such as noticeably low
performance or a utility that is performing well. Use personal judgement
a. Attach the Excel file you used to create this chart
16. Maintain an internal side copy on Box, but do not post to the client side of Box

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Average Store Visit Report Walkthrough
1. Pull the “Ticket Assignment Details” Report
a. Remember you can pull all utilities at once!
b. The purpose of this report is to show external parties the average amount of time
our Reps are spending in any given retailer
c. As of July 2018, we are using the “OH_Ticket Assignment Details” version as we
are using OneHub
d. Found at:
https://internalcrossmarkconnectcom/sites/reporting/RC2/SSRS%20Reports/Forms/AllIt
emsaspx?RootFolder=%2fsites%2freporting%2fRC2%2fSSRS%20Reports%2fAxis%20
Reports&FolderCTID=0x012000167CD029CCAB734F9F6DE95B4EEBEF24
2. Your parameters will need to be for the entire month
a. For your project “Start Range” and “End Range” choose the entire month
b. Division is: “000-”CLIENT NAME””
c. Account: ““CLIENT NAME” International”
d. Program Name: “Consider All Programs”
e. Project: Select all projects

30
3. Export the data to Excel
4. Verify that only data from the month of interest is included
a. Check the “Program Name” and “Initiative” columns
5. Select a column to turn into “Utility,” I usually overwrite the “Program Name” column
6. Clean up any canceled tickets from the reporting
a. Check the “Axis Project Status,” “OneHub Project Status,” and “Ticket Status”
columns
7. Remove any non-store visit tickets from the data.
a. Eg. Time Reporting tickets
8. Remove any event tickets as these will skew the time reporting data
9. Standardize Store Names and Owning Companies
i. Eg. Turn “Ace Hardware of Plano” into “Ace Hardware”
10. Round up any times below the 30 minute minimum to 30 minutes
11. The cleaned tab should look like below
12. On a new tab create a Pivot table with “Store Name” as Rows and “Payroll Time” as
Values
a. Hide the tab with the raw data
b. Change “Store Name” to “Retailer” and “Payroll Time” to “Avg Visit Time” in
the pivot table
13. Include slicers for “Owning Company,” “Retailer,” “State,” and “Utility”
a. Select the slicers and right-click for the “Slicer Settings”
i. Check the box for “Hide items with no data”
1. This will prevent greyed out options on the slicers from changes
made to the raw data
14. Maintain an internal version and upload a client version to sit here: “CLIENT
NAME””CLIENT NAME” Client Documents2018Data & Reporting07_July

31
a. Example at: “CLIENT NAME””CLIENT NAME” Team Internal Documents2018

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