/ Oracle CRM On Demand Dashboards / Michael D. Lairson / 174 534-3  Oracle CRM On Demand Dashboards / Oracle CRM On Demand Dashboards / Michael D. Lairson / 174 534-3 Chapter 1: Getting Started   Service Dashboard Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark. / Oracle CRM On Demand Dashboards / Michael D. Lairson / 174 534-3  Oracle CRM On Demand Dashboards / Oracle CRM On Demand Dashboards / Michael D. Lairson / 174 534-3 Chapter 1: Getting Started  design of these reports is similar in concept to the reports in the other dashboards. There is a heavy use of the Column Selector view, and the overall design of the reports is simple and quite focused. The elements displayed on the Service Dashboard include a dashboard filter prompt, four reports, and a static text view.  The Service Dashboard filter prompt contains only three fields: Fiscal Quarter, Fiscal Year, and (Service Request) Status. The Fiscal Quarter and Fiscal Year fields filter all of the reports except for the Current Service Request Aging Analysis report. The Status filter applies to all but the Open Service Request Analysis report, which is already filtered to only include service requests with an open status.  The Open Service Request Analysis report provides a breakdown of the number of open service requests by one of four different groupings. By selecting a value in the column selector, you change how the pie chart segments the closed revenue data. The options are Priority, Source, User Name, and Area. Clicking the chart takes you to the Open Service List report, which is one of the Quick List reports in the Prebuilt Reports library.  The Current Service Request Aging Analysis report draws a horizontal bar chart to analyze the age of your service requests. The metric on this report is the average number of days that service requests have been open. The column selector allows you to analyze the average service request age by priority, area, and source. Clicking the chart here also takes you to the Prebuilt Open Service List report.  Like the other “Team” reports, this one provides managers a means of examining a number of different metrics for each of their subordinates. In this case, the Column Selector view modifies the metric that is analyzed by the report. Managers are able to see the following reports for each of their subordinates: Average Age of Open Service Requests, Number of Open Service Requests, Number of Closed Service Requests, Number of Pending Service Requests, Number of Cancelled Service Requests, and Number of Service Requests (regardless of status).  The Number of Service Request Analysis report is almost exactly like the Open Service Request Analysis report, except that the Status column is one of the options in the Column Selector view rather than the report being filtered to include only Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark. / Oracle CRM On Demand Dashboards / Michael D. Lairson / 174 534-3  Oracle CRM On Demand Dashboards / Oracle CRM On Demand Dashboards / Michael D. Lairson / 174 534-3 Chapter 1: Getting Started  open service requests. The other options in the column selector are User Name, Area, Source, and Priority. Clicking the chart takes you to the Service List report, which is one of the Quick List reports in the Prebuilt Reports library. This is different from the Open Service List report linked to the other reports on the dashboard, as the Service List report can contain both open and closed service requests.  The Marketing Effectiveness Dashboard, shown in Figure 1-7, analyzes your marketing data. These reports focus primarily on campaign records, but rely on relationships between campaigns and leads and opportunities to determine how effective campaigns are. The elements displayed on the Marketing Effectiveness Dashboard include a dashboard filter prompt, four reports, and a static text view.  The Marketing Effectiveness Dashboard filter prompt contains just the Fiscal Year and Fiscal Quarter fields affecting all four of the reports on the dashboard.  The Completed Campaign Results report examines all of your completed campaigns and allows you to view several different metrics for those campaigns. The metrics available in the column selector in this report include ROI (Return on Investment), Number of Leads, Number of Opportunities, Number of Wins, Revenue, Closed Revenue, Opportunity Win Rate, Cost Per Closed Sale, Lead Conversion Rate, and Cost Per Lead. This report also takes you to a dashboard containing a number of other campaign reports. This “hidden” dashboard, shown in Figure 1-8, is not featured in the dashboard selector at all, and it would appear that navigating to the dashboard is the only way to access it. This Campaign Details Dashboard (which is what we’ll call it) is filtered on the selected campaign and contains a number of reports with charts analyzing records related to the campaign. At the top of this dashboard is a pivot table with a number of metrics related to the selected campaign. Here you can see campaign cost analysis, conversion rate information, revenue target results, return on investment, and win rates. Each metric is accompanied by a flag based on some conditional formatting in the report. Below the pivot table report are two leads reports. The first, Lead Conversion Metrics, provides the number of accounts, number of contacts, number of leads, and number of opportunities associated with the selected campaign. This report also features some conditional formatting flags. Each metric in the report links to a different Prebuilt Quick List report based on the record type. For example, the # of Accounts for Campaign link takes you to the Account List report. Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark. / Oracle CRM On Demand Dashboards / Michael D. Lairson / 174 534-3  Oracle CRM On Demand Dashboards / Oracle CRM On Demand Dashboards / Michael D. Lairson / 174 534-3 Chapter 1: Getting Started   Marketing Effectiveness Dashboard Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark. / Oracle CRM On Demand Dashboards / Michael D. Lairson / 174 534-3  Oracle CRM On Demand Dashboards / Oracle CRM On Demand Dashboards / Michael D. Lairson / 174 534-3 Chapter 1: Getting Started   Marketing Effectiveness Campaign Details Dashboard Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark. / Oracle CRM On Demand Dashboards / Michael D. Lairson / 174 534-3  Oracle CRM On Demand Dashboards / Oracle CRM On Demand Dashboards / Michael D. Lairson / 174 534-3 Chapter 1: Getting Started  To the right of this report is the Campaign Averages report. This report provides some calculation results related to the campaign. Average Days to Convert Lead, Average Days to Close Opportunity, and Average Closed Revenue are shown along with conditionally formatted flags. Moving down the dashboard, the Campaign Activity report provides a line chart showing the number of leads created, number of opportunities created, and number of wins generated each week. These are leads and opportunities associated with the selected campaign record, of course. The Campaign Leads report on this dashboard shows you a breakdown in a vertical bar chart of the number of leads related to the campaign by status. Clicking the chart takes you to the Lead Lists report. The Campaign Opportunities report shows you a breakdown in a vertical bar chart of the number of opportunities associated with the campaign split out by sales stage. Clicking a bar in the chart takes you to the Opportunity List report. The Campaign Revenue report shows you a similar breakdown by opportunity sales stage; only in this report, the metric is opportunity revenue rather than number of opportunities. Clicking a chart in the vertical bar chart will also take you to the Opportunity List report. Finally, the dashboard includes a link that opens the Campaign Performance Summary – Averages report in a new browser window. This report provides the averages across all campaigns for the same metrics featured in the pivot table at the top of the dashboard.  On the Marketing Effectiveness Dashboard, the Lead Followup Analysis report displays the number of leads within each stage by fiscal year, fiscal half year, fiscal quarter and year, fiscal month and year, fiscal week and year, lead owner, or salesperson, based on a selection from the column selector. Clicking one of the horizontal bars takes you to the Lead Lists report.  The Lead Source Analysis report displays the number of leads dated within the selected fiscal year and quarter organized by source, lead owner, salesperson, or campaign name. Clicking one of the horizontal bars takes you to the Lead Lists report.  The Opportunity Source Analysis by Close Date report analyzes opportunities that closed in the selected fiscal year and quarter. You are able to see the number of opportunities by lead source, campaign name, owner, or territory. Clicking one of the horizontal bars takes you to the Opportunity List report. Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark. / Oracle CRM On Demand Dashboards / Michael D. Lairson / 174 534-3  Oracle CRM On Demand Dashboards / Oracle CRM On Demand Dashboards / Michael D. Lairson / 174 534-3 Chapter 1: Getting Started    Although the focus of this book is dashboards, it is absolutely critical that you be familiar with working with reports in order to successfully build dashboards. This should stand to reason, since dashboards are really just webpages within Oracle CRM On Demand used to display reports. It is from the Getting Started with Answers window, shown in Figure 1-9, that you create, edit, and maintain your custom reports. Notice that there are three sections to this window. The Create New Analysis section contains the subject areas  The Getting Started with Answers window Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark. / Oracle CRM On Demand Dashboards / Michael D. Lairson / 174 534-3  Oracle CRM On Demand Dashboards / Oracle CRM On Demand Dashboards / Michael D. Lairson / 174 534-3 Chapter 1: Getting Started  for creating new custom reports. Before we get into the subject areas, let us look below that section to the Open Existing Analysis and Manage Analysis sections. The Open Existing Analysis section contains the Open Analysis button. Clicking this button allows you to select an existing report to open in the Answers screen for editing. You are able to open and work with existing custom reports from your My Folders directory, the Company Wide Shared Folder directory, or the Pre-built Analysis directory. Opening an existing report and saving it with a different name is a great way to create a new report without starting from a blank slate. The Manage Analyses section contains the Manage Analyses button. Clicking this button allows you to copy, move, rename, and delete reports in the My Folders directory or the Shared Folders directory. You are not able to access the prebuilt reports here  Let us return our attention to the Create New Analysis section. Notice that this section contains two lists. The first list contains the Analytics subject areas. The other list contains the Reporting subject areas. It is important to understand the differences between these two subject area classifications. Choosing the correct subject area for your report is critical to the success of your analytic venture. It is highly preferable to select a subject area from the Analytics subject areas for a number of reasons. You will generally achieve the best performance from reports built from one of these subject areas. Reports based on Analytics subject areas draw data from a data warehouse. The data warehouse is tuned for maximum report performance. You will also find that data from related records are more often available for reporting, as the metadata here exceeds the metadata for real-time subject areas. Data moves daily from the operational database warehouse during an overnight refresh. For this reason, reports built in these subject areas contain data that is current as of the previous day. The subject areas under Reporting draw data from the operational database. The users of On Demand are updating this database through the Siebel CRM On Demand interface. Users are constantly manipulating and updating this data. The operational database is structured for efficient data creation and management. When used for reporting, it will typically be slower than the data warehouse. You will want to use the Reporting subject areas only when real-time data analysis is a requirement of your report. You will notice, too, that the Analytic subject areas offer several more choices of subject areas. The data warehouse allows you to take full advantage of the reporting capabilities of Oracle CRM On Demand with historical analyses, additional metric columns designed to measure key performance indicators, and a more complete library of related data within each subject area. Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark. / Oracle CRM On Demand Dashboards / Michael D. Lairson / 174 534-3  Oracle CRM On Demand Dashboards / Oracle CRM On Demand Dashboards / Michael D. Lairson / 174 534-3 Chapter 1: Getting Started  In addition to building reports, you will use Answers On Demand to create your dashboard filter prompts. In Chapter 7, we will explore the development of dashboard filter prompts in detail, but for now, you should know that you will use Answers On Demand to create them and that they, too, are based on one of the available subject areas here. It is also important to note that dashboard filter prompts must be saved in the Shared folders in order for your users to use a dashboard that contains the filter prompt. Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark. This page intentionally left blank Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark. [...]... about what you want to learn from the information on the screen What decisions do you want to make using the dashboard, and what information do you need to make those decisions? Physical Dashboard Implications Viewing dashboards and reports online may seem like an obvious thing to a user of Oracle CRM On Demand After all, there is some form of analytics on almost every home page and an entire tab dedicated... construct validity when it is formatted in such a way that it delivers the intended message in as accurate and useful a way as possible Mooers’ Law, given to us by Calvin Mooer in 1959, well before dashboards or Oracle CRM On Demand, applies Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark 29 30   Oracle CRM On Demand Dashboards today even as it did back then in other contexts... information retrieval system will tend not to be used whenever it is more painful and troublesome for a customer to have information than for him not to have it.” This is the greatest value of dashboards in Oracle CRM On Demand They make retrieving information easy You can offer several reports to your users on a single screen that is accessed with only a couple of clicks of the mouse That is information... Chapter 2 Dashboard Design 27 Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark 28   Oracle CRM On Demand Dashboards I n my first book, I went to great pains to explain the importance of planning before developing reports in Oracle CRM On Demand When I teach my Analytics Workshop, I always include planning as a lesson early in the class, even if the workshop participants squirm... feature in Oracle CRM On Demand, and analytics dashboards is a hot topic in the business world, so it is easy to want a dashboard because it seems like you should Too often, we are asked to create a dashboard because we can, not because there is a real need for one There are three reasons to create a dashboard: ease of access to information, cater information for a segment of users, and provide additional... reality One can hardly consider the question of why a dashboard is needed without also considering how that dashboard will be used The question of how a dashboard is intended to be used can be approached in two ways With this question, you are considering both the physical use and the cognitive use of the dashboard Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark D Lairson /... containing current data in your dashboard so that they may be compared and predictive conclusions drawn from them I hope you are beginning to sense how difficult it would be to build a valid dashboard without a little planning Before you can design and build a dashboard, you need a plan This plan begins as a question, or set of questions, that you want to answer using the data in the Oracle CRM On Demand. .. usually utilized on the screen rather than paper Many of the features of a dashboard are intended for online usage exclusively Nearly every available feature on a dashboard in On Demand, outside of displaying reports, is intended for exclusive online use Links, guided navigation, report folders, and dashboard filter prompts are all interactive dashboard features that obviously only work online When you... with business process automation The dashboard, like most screens in Oracle CRM On Demand, is a webpage with its own unique URL This means we can direct users to that URL or embed that URL into other pages, like web tabs Because it is a webpage that we have the ability to embed reports and images and links on to, we are really limited only a little as to what can be done with that dashboard page I... to make judgments and draw conclusions Perhaps you will even find it is possible to automate those decisions within the dashboard based on these criteria Any time you can transform qualitative information into valid quantitative report data, you add value to your analysis More than anything else, a dashboard with content validity ties directly to your business question Construct validity is in the . watermark. Oracle- Regular / Oracle CRM On Demand Dashboards / Michael D. Lairson / 174 534-3 32 Oracle CRM On Demand Dashboards Oracle- Regular / Oracle CRM On Demand. watermark. Oracle- Regular / Oracle CRM On Demand Dashboards / Michael D. Lairson / 174 534-3 28 Oracle CRM On Demand Dashboards Oracle- Regular / Oracle CRM On Demand Dashboards