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

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

3. #InfosysAtOOW Table of Contents 3 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

4. #InfosysAtOOW Reports in Oracle CRM On Demand 4 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

5. #InfosysAtOOW New Features in Oracle CRM On Demand Analytics 5 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 1 Report Explosion

7. #InfosysAtOOW Major Factor for High # of Reports 7 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 DivisionsGeographies Organizational Hierarchies

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

9. #InfosysAtOOW Prompts 9

10. #InfosysAtOOW 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 10 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. #InfosysAtOOW Adding Pages to Reports 11 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. #InfosysAtOOW 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 12 Opportunities are summarized with totals for all the regions in a single report

13. #InfosysAtOOW Adding Sections to Pivot Tables 13 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. #InfosysAtOOW Column Selector 14 Managers can select different columns in the same report to organize data in multiple ways

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

16. #InfosysAtOOW Adding Column and View Selectors 16

17. #InfosysAtOOW Benefits 17 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 2 Sharing Information without Integration

19. #InfosysAtOOW Use of Reports as Forms 19 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

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

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

22. #InfosysAtOOW Creating forms using pivot tables 22 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 3 Report Creation Access to Users

24. #InfosysAtOOW Report Creation Access to Users 24 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. #InfosysAtOOW Establish Report Validation process 25 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. #InfosysAtOOW Questions 26 Visit Infosys at booth # 1411, Moscone South Share your feedback on this session via Twitter #InfosysAtOOW

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