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/ OracleCRMOnDemand Dashboards / Michael D. Lairson / 174 534-3
OracleCRMOnDemand Dashboards
/ OracleCRMOnDemand Dashboards / Michael D. Lairson / 174 534-3
Chapter 1: Getting Started
Service Dashboard
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/ OracleCRMOnDemand Dashboards / Michael D. Lairson / 174 534-3
OracleCRMOnDemand Dashboards
/ OracleCRMOnDemand 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
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/ OracleCRMOnDemand Dashboards / Michael D. Lairson / 174 534-3
OracleCRMOnDemand Dashboards
/ OracleCRMOnDemand 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.
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/ OracleCRMOnDemand Dashboards / Michael D. Lairson / 174 534-3
OracleCRMOnDemand Dashboards
/ OracleCRMOnDemand Dashboards / Michael D. Lairson / 174 534-3
Chapter 1: Getting Started
Marketing Effectiveness Dashboard
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/ OracleCRMOnDemand Dashboards / Michael D. Lairson / 174 534-3
OracleCRMOnDemand Dashboards
/ OracleCRMOnDemand Dashboards / Michael D. Lairson / 174 534-3
Chapter 1: Getting Started
Marketing Effectiveness Campaign Details Dashboard
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/ OracleCRMOnDemand Dashboards / Michael D. Lairson / 174 534-3
OracleCRMOnDemand Dashboards
/ OracleCRMOnDemand 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.
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/ OracleCRMOnDemand Dashboards / Michael D. Lairson / 174 534-3
OracleCRMOnDemand Dashboards
/ OracleCRMOnDemand 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 OnDemand 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
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/ OracleCRMOnDemand Dashboards / Michael D. Lairson / 174 534-3
OracleCRMOnDemand Dashboards
/ OracleCRMOnDemand 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 OnDemand are updating this database through the Siebel CRMOn
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 OracleCRMOnDemand 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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/ OracleCRMOnDemand Dashboards / Michael D. Lairson / 174 534-3
OracleCRMOnDemand Dashboards
/ OracleCRMOnDemand Dashboards / Michael D. Lairson / 174 534-3
Chapter 1: Getting Started
In addition to building reports, you will use Answers OnDemand 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 OnDemand 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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[...]... 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 OracleCRMOnDemand 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 OracleCRMOn Demand, applies Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark 29 30 OracleCRMOnDemand 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 OracleCRMOnDemand 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 OracleCRMOnDemand Dashboards I n my first book, I went to great pains to explain the importance of planning before developing reports in OracleCRMOnDemand 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 OracleCRMOn 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 OracleCRMOn 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 OracleCRMOn 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.
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