Driving Business Insight with Report Optimization in Oracle CRM On Demand
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Transcript of Driving Business Insight with Report Optimization in Oracle CRM On Demand
Driving Business Insight with Report Optimization in Oracle CRM On Demand
Shantanu GoswamiConsultantInfosys, Ltd
#InfosysAtOOW
2
Session Objective
Effective and innovative use of reports leads to focused business insight, quick turnaround time and low admin effort
Consolidate• Prompts and Pivot tables
• Column and View Selectors
Innovate
• Use of Report as Forms
Validate
• User Access for New Report Creation - Advantages/Disadvantages
• Validation process for new report creation
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Table of Contents3
Introduction - Oracle CRM On Demand Analytics
New Features
Part 1: Report Explosion
Part 2: Reports as Forms – Sharing information without integration
Part 3: User Creation of Reports – Access Mechanism
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Reports in Oracle CRM On Demand
Source: http://www.oracle.com/us/products/applications/crmondemand/analytics/analytics-306299.html
• Easy to use • Fast to deploy • Powerful analytics • Built-in contact
center
Interactive Dashboards
Embedded Analytics
Hosted Data Warehouse
Custom Reports
Prebuilt Reports
• Prebuilt industry solutions
• Embedded sales, marketing, and service best practices
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New Features in Oracle CRM On Demand Analytics
Release 25• Report Level Print Controls• Role based visibility for Dashboards• Solutions History and Real Time Subject Areas• Opportunity Contacts History and Real Time
Subject Areas• Support for Custom Notes in Opportunity and
Custom Objects• Support for Optimized Custom Fields in CRM On
Demand Objects
Release 26• Assessment Response Analysis • Calendar Date Dimension Range Extension• Division and Picklist Value Group (PVG) Support• Usage Tracking Analysis Enhancements
Part 1
Report Explosion
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Major Factor for High # of Reports
ABC Inc.
Sales
Product based
divisions
Region based
divisions
Service
Product based
divisions
Region based
divisions
Marketing
Product based
divisions
Region based
divisions
Multiple Reports
•Many reports in a particular business area e.g. sales usually look the same as only level of reporting changes.
Grouping or Filtering of data in similar reports
•The difference will be in consolidation of data from various regions, product groups and sales reps.
Result
•Multiple similar reports created with same column and charts but with different filters
Divisions Geographies Organizational Hierarchies
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Consolidate Reports
Organize data based on user selected
parameters
Summarize data based user selected parameters
Filter data dynamically
Prompts
Pivot Tables
Column and View
Selectors
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Prompts
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Pivot Tables with Pages
• Drop-down lists can be added on reports e.g. Sales Stage and/or Region
• Eliminates use of multiple reports with different filter criteria
The pivot table will display values for the selected Sales
Stage and Region onlyUse Charts/Graphs to add
visual insight to your reports
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Adding Pages to Reports11
Drag and drop columns to Pages section of Pivot Table to add drop down to the report
Totals can be added by selecting appropriate option through summation icon
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Pivot Tables with Sections
Get a summary data for all values of a filter criteria in a single report
Can use Prompts along with sections to make the report more precise
Add required row summations
Opportunities are summarized with totals for all the regions in a single report
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Adding Sections to Pivot Tables
Drag and drop columns to Sections space of Pivot Table
Totals can be added by selecting appropriate option through summation icona
Caution: Adding multiple columns in Sections space will make report very lengthy. For e.g. If we add Sales Stage and Region, we will have 6 x 5 = 30 pivot tables in the report
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Column Selector
Managers can select different columns in the same report to organize data in multiple ways
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View Selector
Managers can select different views to analyze data in multiple
contexts
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Adding Column and View Selectors
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Benefits
Effectively consolidate reports by:
• Using prompts to filter relevant data
• Using pivot tables with sections and pages to get focused insight
• Using column selector and view selector to get different context for the same data
Reduced Number of Reports
Better grouping and summarization of data
Reduced Admin Support effort
Part 2
Sharing Information without Integration
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Use of Reports as Forms
CSR enters the customer details in an SR
•CSR enters account information for new account to be created and saves the SR
Customer Data Stewards pick up the SR, verify customer information
•Generate the SR Form•Download, email, copy-paste information
Customer Data Steward create the Account
•in CRM•in ERP
Scenario
Other Scenarios of Reports as Forms
• CSR creates an SR to add a new customer record• Assumption: Integration effort not preferred
• Quotes• Orders• Product Information
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Creating Forms from Reports
New Account SR Form
New Account SR Form
CSR creates an SR and assigns it to Customer Data Steward
Generate the report from SR screen
Download the report, print, email as required
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Creating forms using pivot tables
Form is created by adding multiple “Title” and “Pivot Table” views alternately.
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Creating forms using pivot tables
For each section in the report for e.g. SR Information, drag and drop all the required fields in the “Sections” space of the pivot table
Part 3
Report Creation Access to Users
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Report Creation Access to Users
Advantages
• Users can copy existing reports and create modified reports themselves
• Low admin effort
• Reports logically evolve into giving better business insight
Disadvantages
• Multiple versions of the same report
• Multiple reports that are not used anymore
• Filters that are not optimized and hence greater run time
Caveat
• Provide Report Creation Access only to Super Users
• Use Role based access feature
• Providing Report Create Access to all users will create greater admin effort in the long run.
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Establish Report Validation process
• Only Super Users can create new reports
• Is similar report already existing?
• New reports are always moved to “Test” folder for users to test
• Admins to check if reports are optimized for performance
• Use Analytics performance reports to track report performance
Benefits:
Reports with better business insights
Manageable number of performance tuned reports
Quick Turnaround Time
Low admin effort
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Questions26
Visit Infosys at booth # 1411, Moscone South
Share your feedback on this session via Twitter#InfosysAtOOW
© 2014 Infosys Limited, Bangalore, India. All Rights Reserved. Infosys believes the information in this document is accurate as of its publication date; such information is subject to change without notice. Infosys acknowledges the proprietary rights of other companies to the trademarks, product names and such other intellectual property rights mentioned in this document. Except as expressly permitted, neither this documentation nor any part of it may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, printing, photocopying, recording or otherwise, without the prior permission of Infosys Limited and/ or any named intellectual property rights holders under this document.
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