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MWI Organizational Ombuds Panel Manual: Understanding Your Client

Admin Matters

Each client has an Admin Matter in Salesforce titled:

[CLIENT ABBREVIATION] Ombuds Admin
Example: ACME Ombuds Admin

Within the Admin Matter, you can:

  • Access organizational charts, client policies, and engagement materials stored in Folderize.
  • View, edit, and add client contacts.
  • Enter billing related to client engagement, team meetings, and other non-visitor client work.
Folderize

Folderize is a file management system integrated into Salesforce Admin Matters.

In Folderize you can access:

  • Client policies
  • Flyers, handouts, and engagement materials
  • Organizational charts
  • Presentations
  • Ombuds Charters
How to Upload a File to Folderize
  1. Open Folderize within your client’s Admin Matter.
  2. Name files using the format: CLIENT ABBREVIATION Title (e.g., ACME Org Chart).
  3. Click the plus (+) icon and select Upload New or Update.
  4. Select the file you wish to upload.
  5. Choose the appropriate storage location.
Client Contact Section

The Client Contact Section contains important contacts for the clients you serve, including their titles, roles, and contact information.

When you meet new client contacts, please add them to Salesforce. If you notice a role listed without an assigned contact, identify the appropriate person and add them to the contact list.

Adding a Client Contact to Salesforce
  1. Open the Client Contact section in the client's Admin Matter.
  2. Click Add Contacts in the upper-right corner.
  3. Select Create New Contact.
  4. Enter available information including salutation, first name, last name, title, email, and phone number.
  5. Select one or more contact roles. Hold Ctrl (Windows) or Cmd (Mac) to select multiple roles.
  6. Click the blue Next button to create the contact.
Editing an Existing Client Contact
  1. Open the Client Contact section within the Admin Matter.
  2. Click the contact's name.
  3. Select the Edit button.
  4. Update the necessary fields.
  5. Click the blue Save button.
Accessing Dashboards

MWI has created Tableau dashboards that provide information about program usage, issues raised by visitors, and overall program impact.

These dashboards support conversations with client contacts and help track engagement and program activity.

There are two versions of each dashboard:

  • Internal Dashboard – Available only to MWI staff and ombuds team members. Updated daily and includes advanced filtering and links to Salesforce Matters.
  • External Dashboard – Client-facing dashboard that can be shared with client contacts. Updated quarterly.
Dashboards are hosted in Tableau Cloud and accessed using your MWI Salesforce credentials.
Instructions to Access Dashboards

Accessing the Internal Ombuds Dashboard

  1. Open your client's Admin Matter in Salesforce.
  2. Scroll to the Tableau Dashboard section.
  3. Locate the dashboard links.
  4. Click the [Client Name] Internal Ombuds Dashboard link.
  5. Select Sign in to Tableau.
  6. Choose Sign in with Salesforce.
  7. Authenticate using your MWI Salesforce credentials.
  8. If prompted, authorize Tableau through the Salesforce OAuth verification email.
  9. Return to Salesforce and refresh the page.
  10. The dashboard should load within approximately one minute.
Accessing the Client-Facing Dashboard
  1. Open the client's Admin Matter in Salesforce.
  2. Click the [Client Name] Dashboard weblink.
  3. You will be redirected to the client-facing dashboard hosted in Tableau Cloud.

If you support multiple clients, dashboards can also be accessed through Tableau Cloud's Explore section.

The folder titled MWI Ombuds Internal Dashboards contains all internal dashboards available to you.
Dashboard Support

If you have technical questions or need assistance with dashboards, please contact Harshit.

hchandrol@mwi.org | 617-206-3422