Driving Business Insight with Report Optimization in Oracle CRM On Demand

1. Driving Business Insight with Report Optimization in Oracle CRM On Demand ShantanuGoswami Consultant Infosys, Ltd

2. Session Objective Effective and innovative use of reports leads to focused business insight, quick turnaround time and low admin effort • Innovate • Validate • Consolidate • User Access for New Report Creation - Advantages/Disadvantages • Validation process for new report creation • Use of Report as Forms Prompts and Pivot tables Column and View Selectors

3. Table of Contents Part 2: Reports as Forms – Sharing information without integration Introduction - Oracle CRM On Demand Analytics New Features Part 3: User Creation of Reports – Access Mechanism Part 1: Report Explosion

4. Reports in Oracle CRM On Demand Interactive Dashboards • Easy to use • Fast to deploy • Powerful analytics • Built-in contact center Embedded Analytics Hosted Data Warehouse • Prebuilt industry solutions • Embedded sales, marketing, and service best practices Custom Reports Prebuilt Reports Source: http://www.oracle.com/us/products/applications/crmondemand/analytics/analytics-306299.html

5. 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

6. Part 1Report Explosion

7. Major Factor for High # of Reports

8. Consolidate Reports Filter data dynamically Organize data based on user selected parameters Summarize data based user selected parameters • Prompts • Column and View Selectors • Pivot Tables

9. Prompts

10. 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 only Use Charts/Graphs to add visual insight to your reports

11. Adding Pages to Reports 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

12. Pivot Tables with Sections Opportunities are summarized with totals for all the regions in a single report

13. 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

14. Column Selector Managers can select different columns in the same report to organize data in multiple ways

15. View Selector Managers can select different views to analyze data in multiple contexts

16. Adding Column and View Selectors

17. 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

18. Part 2Sharing Information without Integration

19. Use of Reports as Forms • Scenario • CSR creates an SR to add a new customer record • Assumption: Integration effort not preferred • Other Scenarios of Reports as Forms • Quotes • Orders • Product Information

20. Creating Forms from Reports Generate the report from SR screen CSR creates an SR and assigns it to Customer Data Steward Download the report, print, email as required

21. Creating forms using pivot tables Form is created by adding multiple “Title” and “Pivot Table” views alternately.

22. 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

23. Part 3Report Creation Access to Users

24. 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.

25. 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

26. Questions Share your feedback on this session via Twitter #InfosysAtOOW Visit Infosys at booth # 1411, MosconeSouth

27. Thank You