1. CPQ Troubleshooting In the Real World Fadi Shamshikh
Vice President Development
Oracle CPQ Cloud
Colin Robinson
Principal Customer Success Manager
April 25-27, 2017
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Confidential – Oracle Internal/Restricted/Highly Restricted

2. Session Summary Troubleshooting CPQ can be … interesting … Goal:
Hear directly from CPQ Customers how they’ve approached specific troubleshooting needs within the application
Network/System Latency – Carestream - John Buescher, Program Manager WW QT
System Debugging – Calix - Douglas Berringer, Business Solutions Architect
Integrations – Move.com - Frederic Howard, CPQ Architect
Monitoring – Oracle – Colin Robinson, Principal CSM – CPQ Cloud
Oracle Confidential – Internal

3. Session Summary Troubleshooting CPQ can be … interesting …
General approach for each speaker:
Company Introduction
Problem Slide - What question/problem are we trying to solve?
How this was approached?
Any remaining time will be used for Q/A!
Oracle Confidential – Internal

4. Speaker Agenda Carestream Calix Move.com Oracle 1 2 3 4
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5. Carestream John Buescher Program Manager World Wide Quoting Tools
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John Buescher
Program Manager World Wide Quoting Tools
Confidential – Oracle Internal/Restricted/Highly Restricted

6. CPQ Performance Improvements
April 27, 2017

7. Carestream Health Overview
A World Leader in Medical Imaging
We are a market leader in:
Medical Imaging
Healthcare IT
Dental Imaging and Practice Management Solutions
Non-Destructive Testing
$2.5 Billion in Revenue
7,000 employees worldwide
Where we sell:
Carestream Health sells in 170 Countries around the world
Direct Sales through our sales teams
Resellers and Channel Partners
Sales Agents
Carestream generates quotes in 15 languages

8. What do you mean CPQ is Slow?
What part is slow? Is everything slow?
When is it slow? Is it always slow?
What were you doing when you noticed that it was “slow”?
What are your expectations on response time? How do you define “slow”?
We need data to clearly understand the problem!

9. What are we quoting?
Most significant factor affecting response time is the number of line items on the quote

10. Overall Time to create a Quote
To simplify the testing we focused on the three main elements
“Add to Quote”, “Update Line Items” and “Print Proposal”

11. Quote Size impact on Overall Time

12. Create test quote and measure
To facilitate efficient standardized testing we created a Performance Test Configuration on the home page that the test participants used to create test quotes which represented the 75th percentile quote

13. Summary of WW User Measurements

14. Summary of WW User Measurements
Server Time is small with little variability

15. Summary of WW User Measurements
Response time increases based on distance from the server

16. Summary of WW User Measurements
Variability increases based on distance from the server

17. Improvement Strategies
Shift the Curve
Improve the Performance from the Server and Workstation
Reduce the Variability
More consistent performance
Flatten the Curve
Improve the latency

18. Anatomy of a transaction
Update line items transaction
Server time average is 2.49 seconds
Data size of the transaction is 87k
Average network response time in the US is 3.59 seconds (6.08 seconds total response time)
Average network response time in Asia is seconds (17.52 seconds total response time)

19. The Latency Challenge
The Server processing time is acceptable to users
The delays come in the data transmission
The amount of information being sent is small so it is not a bandwidth issue
The issue is the speed and efficiency of the network transmitting the data (i.e. latency)

20. Network Performance
Team with Carestream’s IT Organization to analyze the network routing and performance from locations with known performance issues
Several network congestion and inefficiency issues were identified and network equipment is being updated to improve performance
New VPN with Split Tunneling capability which sends users out to the internet directly from their workstation

21. Data being sent Amount of data being sent
Oracle introduced a new feature in 2015 R1 where only the information that is visible gets transmitted.
Reduces the size of the information being sent, which reduces the number of packets which reduces the number of transmits / acknowledgements
Development focus on the amount of data that is being transmitted
Removed some of the sections that were not required for the Asia users to reduce the amount of data transmitted
Continual focus on the impact on data transmission for the changes that we are planning
Ex. Do we want to include graphical representation of data in commerce
What is the impact of using image content in the configuration logic
Rather than showing images for all the items, embed links to images in help bubbles

22. Local connection
For isolated cases of poor performance we are working on providing tools for users to diagnose their local connectivity
There are isolated cases where users working remotely have poor performance, even in the US
This is likely related to their local setup
High latency in their local network
Poor connectivity that is causing packet loss and the need for retransmission
Other applications running (gaming, video streaming) on their local network that is consuming all of the bandwidth of the local network and causing delays

23. Improvement Strategies
Carestream Focus
Shift the Curve
Improve the Performance from the Server and Workstation
Reduce the Variability
More consistent performance
Flatten the Curve
Improve the latency

24. Improvement Strategies
Ride the Wave of Oracle Improvements
Shift the Curve
Improve the Performance from the Server and Workstation
Reduce the Variability
More consistent performance
Flatten the Curve
Improve the latency

25. Calix Doug Berringer Business Solutions Architect
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Apply New Layout (Important): Right-click any selected slide, point to Layout, and click the slide containing the desired layout from the layout gallery.
Delete any unwanted slides or duplicates.
To copy this background to another presentation on Mac
Locate and open the presentation where you will be placing this artwork. Click New Slide from the Home tab's Slides group and select Insert Slides from Other Presentation…
Navigate to the PowerPoint presentation file that contains the background you wish to copy. Double-click or press Insert. This prompts the Slide Finder dialogue box.
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Apply New Layout (Important): Click Layout from the Home tab's Slides group, and click the slide containing the desired layout from the layout gallery.
Doug Berringer
Business Solutions Architect
Confidential – Oracle Internal/Restricted/Highly Restricted

26. Complex Scenario State? State? State? Incorrect Value Action Attribute
default fn
Attributes
with modify fn
Pre Function
Formula
Post Function
Attr
Attr
Attr
Attr
Incorrect Value
Attr
State?
State?
State?

27. Simplified Scenario
Action
Pre Function
Attr
Incorrect Value

28. Calculate Ext. Line Total
Modular
Action
Pre Function
Pre Function
Main
Setup
Attr
Quote
Quote Attr. Import
Attr
Line Attr. Import
Line
Calculate Ext. Line Total
Calculate Quote Total
Write Result String

29. Calculate Ext. Line Total
Modular
Action
Pre Function
Pre Function
Main
Setup
Attr
Quote
Quote Attr. Import
Attr
Line Attr. Import
Line
Calculate Ext. Line Total
Calculate Quote Total
Output Calculations
Write Result String

31. Demo Time

32. Cheers! Doug Berringer Business Solutions Architect @ Calix
linkedin.com/in/dberringer

33. Move.com Frederic Howard CPQ Architect
This is an Oracle Modern Customer Experience branded Section Header slide. This slide can also be used as a Q and A slide.
Do not customize this slide with your own picture.
To copy this background to another presentation on PC
Locate and open the presentation where you will be placing this artwork. Click New Slide from the Home tab's Slides group and select Reuse Slides.
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Check Keep Source Formatting and click the slide that contains the background you want.
Click the left-hand slide preview to which you wish to apply the new master layout.
Apply New Layout (Important): Right-click any selected slide, point to Layout, and click the slide containing the desired layout from the layout gallery.
Delete any unwanted slides or duplicates.
To copy this background to another presentation on Mac
Locate and open the presentation where you will be placing this artwork. Click New Slide from the Home tab's Slides group and select Insert Slides from Other Presentation…
Navigate to the PowerPoint presentation file that contains the background you wish to copy. Double-click or press Insert. This prompts the Slide Finder dialogue box.
Make sure Keep design of original slides is unchecked and click the slide(s) that contains the background you want. Hold Shift key to select multiple slides.
Apply New Layout (Important): Click Layout from the Home tab's Slides group, and click the slide containing the desired layout from the layout gallery.
Frederic Howard
CPQ Architect
Confidential – Oracle Internal/Restricted/Highly Restricted

34. Company Overview
Move, Inc., a subsidiary of News Corp provides unsurpassed real estate information, tools and professional expertise across a family of websites and mobile experiences for consumers and real estate professionals. The Move network includes realtor.com® as well as Doorsteps®, Moving.com™ and SeniorHousingNet℠, and offers a complete solution of software products and services to help real estate professionals serve their clients and grow their business in a digital world.  
Realtor.com® is operated by Move under a perpetual license from the National Association of REALTORS®.
HQ: Santa Clara, CA
Industry: Real Estate/Advertising/High-Tech
Number of Employees: 1100
Confidential – Oracle Internal/Restricted/Highly Restricted

35. The “Problem” Multiple WebService Calls in and out of the system.
Random failures
Development changes
Infrastructure changes
Cryptic error messages
Confidential – Oracle Internal/Restricted/Highly Restricted

36. The “Problem” (Continued)
Most problems with webservice calls are due to one of four reasons:
The call is “bad” – Malformed XML
The endpoint changed – Something got moved in the infrastructure
The service is “down” – Unavailability
It’s Friday afternoon at 4PM and the Internet Gods don’t like you
Confidential – Oracle Internal/Restricted/Highly Restricted

37. The “Solution” Use the System to troubleshoot Check the error logs
Use Data Driven Endpoints
Comment code
Confidential – Oracle Internal/Restricted/Highly Restricted

38. Webservice Test Console
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39. BM.Log
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40. Data Driven Endpoints
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41. Good Coding Practices
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42. Friday Afternoon Internet God Attack
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43. Oracle CPQ Cloud Colin Robinson Principal Customer Success Manager
This is an Oracle Modern Customer Experience branded Section Header slide. This slide can also be used as a Q and A slide.
Do not customize this slide with your own picture.
To copy this background to another presentation on PC
Locate and open the presentation where you will be placing this artwork. Click New Slide from the Home tab's Slides group and select Reuse Slides.
Click Browse in the Reuse Slides panel and select Browse Files. Double-click the PowerPoint presentation that contains the background you wish to copy.
Check Keep Source Formatting and click the slide that contains the background you want.
Click the left-hand slide preview to which you wish to apply the new master layout.
Apply New Layout (Important): Right-click any selected slide, point to Layout, and click the slide containing the desired layout from the layout gallery.
Delete any unwanted slides or duplicates.
To copy this background to another presentation on Mac
Locate and open the presentation where you will be placing this artwork. Click New Slide from the Home tab's Slides group and select Insert Slides from Other Presentation…
Navigate to the PowerPoint presentation file that contains the background you wish to copy. Double-click or press Insert. This prompts the Slide Finder dialogue box.
Make sure Keep design of original slides is unchecked and click the slide(s) that contains the background you want. Hold Shift key to select multiple slides.
Apply New Layout (Important): Click Layout from the Home tab's Slides group, and click the slide containing the desired layout from the layout gallery.
Colin Robinson
Principal Customer Success Manager
Confidential – Oracle Internal/Restricted/Highly Restricted

44. Problem Statement
Administrators had to shut down and restart an entire site to terminate long running actions.
Required Customer Support (SR) collaboration
No visibility prior to issue
Hard to proactively monitor actions that may rely on outside integrations
Confidential – Oracle Internal/Restricted/Highly Restricted

45. Long Running Thread Diagnostics (LRTD)
Provides administrators with more tools to isolate and resolve performance issues.
Notes:
The LRTD setup in Config/Commerce controls all actions for their respective areas.
The default Timeout Action setting is Log Only, and the Timeout Threshold is set to 2 minutes.
Can be set on Per Action basis too
Confidential – Oracle Internal/Restricted/Highly Restricted

46. Enabling on CPQ Site
Confidential – Oracle Internal/Restricted/Highly Restricted

47. Monitoring Framework using LRTD
Set the Timeout Actions to 'Log Only' and the time to 1min
Monthly, navigate to the Error Logs under Developer Tools
Select the 'Slow Threads Execution Log'
Note all Actions and dates
These actions are where you should begin the investigation
With Actions/Dates identified, utilize the QBE Performance log to search on those Actions
Build a Performance REST API query based on results for those actions to export the full log and perform additional analysis.
Confidential – Oracle Internal/Restricted/Highly Restricted

48. Resources Product Help – search ‘Long Running Thread Diagnostics’
Release Notes: 2016 R1 What’s New
Cloud Customer Connect Webcast
Our Two Cents: Tips and Tricks for Configure Price and Quote Administration with Colin and Nate
Confidential – Oracle Internal/Restricted/Highly Restricted

49. Q & A
Ask away!
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50. Confidential – Oracle Internal/Restricted/Highly Restricted