Tài liệu Oracle CRM On Demand Dashboards- P3 ppt

Service Dashboard Filter Prompt The Service Dashboard filter prompt contains only three fields: Fiscal Quarter, Fiscal Year, and Service Request Status.. The Fiscal Quarter and Fiscal Ye

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FiguRe 1-6 Service Dashboard

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Oracle-Regular / Oracle CRM On Demand Dashboards / Michael D Lairson / 174 534-3

18 Oracle CRM On Demand Dashboards

Chapter 1: Getting Started 19

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

Service Dashboard Filter Prompt

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

Open Service Request Analysis

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

Current Service Request Aging Analysis

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

Team Service Analysis

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)

Number of Service Request Analysis

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

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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

Marketing effectiveness

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

Marketing effectiveness Dashboard Filter Prompt

The Marketing Effectiveness Dashboard filter prompt contains just the Fiscal Year and Fiscal Quarter fields affecting all four of the reports on the dashboard

Completed Campaign Results

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

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FiguRe 1-7 Marketing Effectiveness Dashboard

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FiguRe 1-8 Marketing Effectiveness Campaign Details Dashboard

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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

Lead Followup Analysis

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

Lead Source Analysis

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

Opportunity Source Analysis by Close Date

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

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The getting Started with Answers Window

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

FiguRe 1-9 The Getting Started with Answers window

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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

Subject Areas

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

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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

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Chapter

2

Dashboard Design

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Chapter 2: Dashboard Design 29

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 in their seats, anxious to get to the actual building of reports It is a critical step

in the process, especially if you are building reports and dashboards with a limited amount of time Yes, I realize how counterintuitive that statement may sound Have you ever heard the adage “what makes you think you will have time to do it over again if you do not have time to do it right the first time?”

While dashboards are, in their simplest definition, not much more than webpages used to display reports, some planning is still involved in their development And although it is true that most of the work is taking place in the development of reports, and rebuilding a poorly designed dashboard requires less effort than rebuilding reports, this rebuilding is still something we would like to avoid Also, consider that you will want to design your reports with their involvement in dashboards in mind, so the planning step transcends and is critical to both report and dashboard success

Planning Your Dashboards

Like most things, creating great dashboards will require a little planning The array of features and uses of the dashboard capabilities in Oracle CRM On Demand can be daunting This book will certainly help you master those features, but knowing how

to create dashboard filter prompts, embedded links, collapsible views, and integrated report folders will not guarantee you a dashboard that is informative, useful, or effectively meets the needs of your users and business

This chapter will examine the effort that you should make before beginning your dashboard design work I encourage you to consider the advice in this chapter carefully Having built many dashboards, and in teaching others how to design dashboards, I have found that these initial steps pay dividends in time and effort If you

do not take the time to plan your reports and dashboard design effort, you are likely to need time to redesign and rebuild your reports and the dashboards that contain them

Whether you are building reports and dashboards for yourself or at the request of someone else, it is important to have a complete understanding of the business need for the dashboard Presenting reports in a dashboard without direction or reason is usually a fruitless effort Reports should answer a business question The dashboard that delivers those reports to the screen should also have a business purpose Often,

a report can answer a single business question quite well—for example, How much revenue did each sales team generate last month? What is the average service request volume by product type? What percentage of my customers is located in Texas?

Having a question in mind and identifying what you need in order to answer that

I

Tiêu đề	Oracle CRM On Demand Dashboards
Tác giả	D. Lairson
Trường học	Oracle University
Chuyên ngành	CRM
Thể loại	Tài liệu

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