Does Clarity know my organization's fiscal year?

Yes. When you become a Signal customer, we ask for your organization's fiscal year beginning and end dates, and we configure Clarity to recognize those as your fiscal year. If we got it wrong, or if your fiscal year changes, we can easily modify this for you.

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Why can't I see all the Clarity dashboards?

When customers start using Signal, the only dashboards they will see are the ones that pertain to Signal data. This is so we can work with your team to confirm that the data is accurate and that there are no dashboards that should be disabled. To view the additional dashboards, please request one from the person at your organization who is the primary contact for your EverTrue account. They can then ask your Customer Success Manager to set up your new user account.

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Can I adjust a dashboard so that only a few users can access it?

Unfortunately, we cannot customize user access at the dashboard level, so the only way to limit a user's access to a dashboard is to block them from using Clarity. If, however, you would like to limit one or more dashboards from all users, we can disable it for your entire organization. Please note that, if you change your mind in the future, you can contact us to reestablish access to the blocked dashboard(s).

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Why am I not seeing gifts, interactions, and other data points that were added yesterday?

Clarity is refreshed once every 24 hours. If you work in North or South America, the data refreshes early in the morning before most people start their workday. Depending on the timing of your data sync and the time it takes to enrich your data, Clarity may have been refreshed before all of yesterday's data was finished processing, causing Clarity dashboards to be 24 hours behind. Because Clarity and Signal refresh separately, it is common to see the new data in Signal, such as within a constituent profile, before it appears in Clarity.

If it has been more than 24 hours and your data is still not loaded in Clarity, please contact genius@evertrue.com.

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Why isn't my Clarity dashboard accurate?

We aim to make Clarity align with your institution's reporting, but sometimes the numbers may not match. Here are the most common reasons that your results may not be the same as what Clarity is showing:

1. Different Reporting Criteria:  Are you pulling the same data in the same manner that Clarity is? To check how the data in Clarity is being pulled, please refer to the Info icon in the upper right corner of the dashboard, or check the Help Center resources.

2. Incomplete Records:  Some institutions exclude things like deceased records or the records of anonymous donors. Unless our record set matches yours, we are likely to misalign on key metrics.

3. Data Mapping:  Your data may not be mapped to the correct values, meaning that Clarity may "read" your data differently than you do. To check to see how your CRM values are mapping to Clarity, consult the Data Mapping dashboard in Clarity. This dashboard will show you all of the mapped values coming from your CRM and how Clarity is interpreting them. If you learn that one or more values are not mapped correctly, please contact your Customer Success Manager. We are happy to adjust the values to match your internal business processes. 

4. Delayed Sync:  If your Clarity dashboards don't contain data that is older than 24 hours, it may be caused by a problem with your data sync. You can see the date of your last successful sync in the lower left corner of the Signal navigation menu. If you discover the data hasn't synced recently, we recommend reaching out to your organization's data administrator. If they are unable to help, please contact your Customer Success Manager.