Optimize your Service Cloud Data Best Practices, Data Extraction and NextGen Reporting

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1 Optimize your Service Cloud Data Best Practices, Data Extraction and NextGen Reporting Kris Nichols - Sr. OSvC Solution Consultant Mehrzad Kootar - BI Solution Consultant Oracle Service Cloud Date: August 30 th 2016

2 Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. 2

3 Program Agenda CX Analytics Maturity Model Report Management Module Key Data Object Relationships in Service Cloud Reporting Best Practice Data Extraction Techniques NextGen Service Analytics 3

4 CRM Information Maturity CX Analytics Maturity Model What might happen? Can we change what is happening? Predictive Analysis Transactional What is happening? Transactional Data & Basic Analyses Simple list reports Single source of data Why is it happening? Consolidated Reporting Basic Pipeline, Forecast and Opportunity Reports Basic trending Fixed hierarchy reporting Ad-hoc analyses Process-specific analyses Advanced Analysis Advanced historical trending Comparative analyses What changed and why analyses Rolling averages Scorecards As Is vs. As Was Optimized for large data volumes & high performance Increasing Business Value Cross-process and Functional Analysis Integrated Analytics Multiple sources of data Multiple hierarchies Advanced cause and effect analyses Exploratory analyses Predictive Analysis Scoring Regression Analyses A/B test analyses Risk identification and Analysis What -if scenario analysis Strategic 4

5 Report Management Module(RMM) An Easy way to Navigate through the Public Reports Schedules Folder Report Schedules by Subject, Report Schedules and Recipients, Scheduled Reports per Individual Workspaces Folder Workspaces per Report Navigation Sets Folder Desktop Navigation Sets per Report, Reports per Desktop Navigation Set Performance Folder Reports with no Filters, Deferred Reports Find Folder Reports with Custom Scripts, Reports by Content, Reports by Description, Reports by Database Reference Definition Folder View Report Descriptions Reference Folder Dashboards, Report Links 5

6 Key Data Object Relationships in Service Cloud Incidents Chats Knowledge Summary / Stats Agents Incident Details (master incident table) Incident Performance (incident performance KPI information) Threads (information on discussion threads in incidents) Chat (master chat table) Chat Events (chat flow details) Chat Real Time (real time display from the chat service) Chat Performance Details (provides "time spent" data between a predetermined set of chat agent events and actions.) Answers (information on answers) Answer Stats (statistics for hits on answers by endusers) Keyword Searches Gap Reports (Gap Analysis between incidents and knowledge channel with urgency measures) Visit Summary ( summary information and statistics about customer portal visits) Click Stream (website user activity tracking) Stats (statistical information used by reports) Chat Agent performance Accounts Account Session History These are just a few examples please refer the data dictionary in Service Cloud for all data objects 6

7 Data Extraction Purpose & Methods One Time Extraction Ad-Hoc Analysis Analyzing an unexpected trend in reports Request for data extract by management Method : Export feature in Service Cloud Enterprise Analytics Bringing in data from different sources. Example: Telephony, in house application Enterprise 360 view Management and Executive Dashboard Method : API, Connectors, Oracle Platform Analytics Scheduled Extraction Moving data into another system Capturing data for trending reports Avoid data loss due to purging Method : Compressed CSV, API, Data Connectors Full Data Extract Interface consolidation or removal System Migration Method : Reach out to Oracle via CSM 7

8 Types of Database in Service Cloud Operational Database Live Production Database (process from customers, agents, and employees in real time) Transactional Database Operational threshold is 2 million rows Reporting Database Replicates near live copy of the Operational Database Perform process intensive activities Reporting threshold is 5 million rows 8

9 Reporting Thresholds and Governors Database Row Threshold Operational threshold (2 million rows) Reporting threshold ( 5 million rows) Deferred report threshold (200,000 rows) Deferred Report Execution Time Threshold report execution time threshold is 60 seconds Row Export Threshold Max 100,000 rows ( Compressed CSV file 1 million rows or 100 MB whichever reaches first) Report Row Viewing Threshold Default is 10,000 rows Configurations > Site Configuration > Configuration Settings > Search Key for VRL_HARD Maximum Analytics File Size Threshold maximum data set size that can be returned 15 MB (default ) Max 2GB Configurations > Site Configuration > Configuration Settings > Search Key for MAX_ANALYTICS_FILE_SZ 9

10 Addressing Performance Problems through Best Practices Use the Report Database to Report on Large Data Volumes Queue Large Reports Use Reporting Thresholds to Your Advantage Use Report Filters to Optimize Performance Setup Table Joins to Return the Smallest Data Set Possible Use the Report Analyzer for Performance Tuning Use Report Linking Rather Than Drilldown Levels Publish or Schedule Large Reports Archive Old Incident Data From Your Operational Database Use of Data Export Tools 10

11 Best Practices while building reports Queue Large Reports Use the Report Database to Report on Large Data Volumes Deferred Execution 11

12 Best Practices while building reports Indexing Custom Objects Use the Report Analyzer for Performance Tuning 12

13 Publish or Schedule Large Reports Saved in a static state and available for offline viewing. Run schedule reports during off-hours. Report is sent to the intended audience via or it is published. This option allows up to 1 million rows of data (or 100Mb, whichever comes first) via compressed CSV file to the recipients. Two Delivery options - "Compressed CSV File" and "Send Report to Report Queue for Delivery as a CSV File". 13

14 Archive Old Incident Data From Your Operational Database Use Oracle Incident Archiving capabilities Incident Archiving permanently removes closed incidents from Operational Database Data is retained offline in a searchable XML file and can be accessed via the navset For more information about incident archiving, see the Accessing archived incidents section of the Oracle Service Cloud Service User Manual, and Answer ID #1234 ( Archiving older incidents without deleting them from our site ) on the Oracle Service Cloud Customer Support site. 14

15 Consolidate Dashboard into a Single Data Grid View February 16: Consolidated Dashboard Layouts Capability Highlights Combine single row reports into a consolidated view Format entire consolidated report view Utilize existing Analytics runtime options in report Key Benefits Analyze combined and formatted metrics easily Simplify report join tree for specific use cases Improve report performance for disparate data set reporting

16 Requirements UNION like requirements: All reports must contain same # of columns Same data types for columns across all reports e.g. Report 1, column 3 is a text field Column 3 must be a text field across all reports Vertical layouts only Top to bottom orientation only in consolidation No side-by-side report orientations allowed Vertical layout enforced with consolidation option 16

17 Formatting Formatting from top report is used across entire consolidation Rollups Slicing Exceptions Conditional formats etc 17

18 Data Export Tools Partner (Data Direct) Oracle Service Cloud Connect Tools Oracle Service Cloud Analytics Oracle Analytics PaaS ODBC/JDBC Connector Odata Connector Cloud Connector Connect Web Services for SOAP Connect PHP API Chat API Connect Knowledge API Connect Knowledge Advance API Connect REST API Compressed CSV Report Export Queued CSV Export Scheduled Reports BI Cloud Connector- Data Sync Data Visualization Connector for Rightnow CSV Export Requirements The first column that is sorted must be a primary key (e.g. incidents.i_id or contacts.c_id) that is sorted ascending. The report cannot contain any custom scripts. The report must contain sorted columns. The report cannot contain comparison columns. The report cannot contain date grouping columns. The CSV delivery options are only suitable for reports that return unique rows. 18

19 Points to Remember Do s Create report using the Report Database Permit report queuing Understand reporting thresholds and how they impact report execution Filter reports to narrow analyses as much as possible Configure filters properly to optimize performance Configure table joins to return the smallest data set possible Use the Report Analyzer to tune reports Use report linking Use drill-down level caching Leverage cached data for historical insights Use report publishing and report scheduling Archive old data from your production database Don ts Filter on fields that aren t indexed Filter on functions Use Oracle Service Cloud Analytics for data dumps; use export tools instead Use inefficient functions such as sum_distinct Use drill-downs when report linking will provide a better alternative Increase threshold governors unless absolutely necessary. Consider the impact of doing so on your overall system, including on your live production system. Use initial search and auto refresh functions unless small data volumes are to be returned Use unnecessary objects or functionality in reports 19

20 BI Cloud Service - NextGen Analytics 20

21 Option for NextGen Analytics BI Cloud Service Can store your Service Cloud data for historical reporting Over 20 different ways to visualize data Role based reports and dashboards Ability to do analysis from a variety of applications Structured & Unstructured Analysis Build feedback mechanism into Service Cloud using Action links Embed reports into Service Cloud Data Visualization capabilities on cloud and desktop Data Visualization Cloud Service Connect to the Rightnow environment Access native and custom objects Can do text Analytics using Advance Analytics plugin Create visualizations and present them within the tool Contains Service dashboard templates for reference Data Visualization capabilities on cloud and desktop 21

22 Connecting to BI Cloud Service Push data via API using the Cloud Scheduler using SOAP & REST Data Sync Tool (Connector to Rightnow) approx August 2016 timeframe Using the RightNow connector with Data Visualization tool 22

23 Introducing Oracle Business Intelligence Cloud Service Exploratory Analytics Interface on Desktop or Mobile Data Mashup across Managed and User Data Proven Reporting Solution Integrated with Oracle DB Best-in-class Cloud Infrastructure Room to grow to full enterprise platform for all BI needs 23

24 BICS Can Answer Any Question From Any User Guidance Grammar-centric approach to visualizations, combined with powerful keyword search and pattern detection aide all users making new discoveries Richness Robust visualization library and streamlined dashboard construction provide all the tools needed for constructing sophisticated analysis across many different perspectives of data 24

25 BI Cloud Service Demo 25

26 CRM Information Maturity CX Analytics Maturity Model BICS and BigData Discovery together cover the Full Spectrum Transactional What is happening? Transactional Data & Basic Analyses Simple list reports Single source of data Why is it happening? Consolidated Reporting Basic Pipeline, Forecast and Opportunity Reports Basic trending Fixed hierarchy reporting Ad-hoc analyses Process-specific analyses Can we change what is happening? Advanced Analysis Advanced historical trending Comparative analyses What changed and why analyses Rolling averages Scorecards As Is vs. As Was Optimized for large data volumes & high performance Increasing Business Value What might happen? Cross-process and Functional Analysis Integrated Analytics Multiple sources of data Multiple hierarchies Advanced cause and effect analyses Exploratory analyses Predictive Analysis Predictive Analysis Scoring Regression Analyses A/B test analyses Risk identification and Analysis What -if scenario analysis Strategic Oracle BI Cloud & Big Data Discovery Service Analytics 26

27 Other Resources The following additional resources are available for help in developing, tuning and using analyses and reports within Oracle Service Cloud: Oracle Service Cloud Analytics documentation Report Management (Nov 2013 release and later) > Definitions > View Descriptions Oracle Service Cloud Analytics Product Online Help (see Help link in Service Cloud console) Reporting & Analysis Forum on the Oracle Service Cloud Customer Community Analytics Best Practices document See Answer ID #2053, Best Practices for Analytics, on Oracle Service Cloud Customer Support site Analytics Cookbook : Answers on Oracle Service Cloud Customer Support site. Particularly relevant are: Answer ID #2380 Improving performance of reports and console view Answer ID #2817 Reporting data seems incorrect or behind Answer ID #2776 Common questions regarding queued reports Answer ID #2149 Receiving a message Query processes too much data Answer ID #2223 Analytics Error: Data Set has exceeded maximum size 27

28 Other Resources Answer ID #1266 Impact of indexing a custom field Answer ID #1839 Types of table joins used with reports and views Answer ID #2844 Using the report analyzer with custom reports Answer ID #2789 Report linking in Analytics Answer ID #1917 Cached data used in reports Answer ID #1234 Archiving older incidents without deleting them from our site Answer ID #265 Specifying how long solved incidents remain in the system Answer ID # 781 Purging the database of old incidents Virtual Ask-the-Experts Webcasts for Oracle Service Cloud See section of RightNow Customer Community Online Training (see Education & Services section of RightNow Customer Community) Product Tutorials In-Person Training (via Oracle University) Regional and Virtual Oracle Service Cloud Analytics training classes Oracle Consulting Services Custom training/custom engagements 28

29 Questions? 29

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31 Appendix 31

32 Mature Your Customer Service Practices MODERN CUSTOMER SERVICE {Profit Center} {Cost Center} GET GOING Help Me GET BETTER Know Me GET AHEAD Value Me 3. OMNI CHANNEL STRATEGY Moving from anonymous service, to personalized segmented engagements, that connect to a Global CX Strategy. 2. CROSS CHANNEL STRATEGY Moving from silo systems to unified systems for consistent and relevant service quality on every channel. 1. MULTI CHANNEL STRATEGY Moving from limited silo channels, to multiple channels of choice for customers to connect on any device. 0. SILO CHANNEL STRATEGY Introducing single or silo channels to connect with customers ORACLE ROADMAP TO MODERN TM