Oracle Data Visualization Content Pack for Engagement Cloud User Guide Customer Service Executive Role
Contents 1. Oracle DV Content Packs for Oracle Engagement Cloud Overview... 3 2. Introducing Customer Service Executive Content Pack... 3 3. What s in each Data Visualization content pack?... 4 4. Sample Demo (Excel based Projects)... 4 4.1 Service Overview... 4 4.2 Channel and Issue Analysis... 6 4.3 Closure and Compliance... 7 4.4 Customer Review... 8 4.5 Team Performance... 8 5. Pre-requisites prior to configuring the Data Visualization Content Pack... 9 6. Steps to download Data Visualization Content Pack from Oracle Customer Connect... 9 7. How to setup the Data Visualization content pack?... 10 8. How to extend the Data Visualization content packs... 14 8. Troubleshooting... 17 2 P a g e
1. Oracle DV Content Packs for Oracle Engagement Cloud Overview Oracle DV Content packs contain pre-built data visualization analytical content that enable business users to perform rapid exploratory analysis of data in a self-service fashion. Some of the main features include Extends OTBI insights with pre-built data visualization sample content Targets specific line-of-business personas Identifies difficult-to-spot business opportunities, innovations and patterns Blends data across business functions, lines of business and applications Quick ad-hoc exploration of OTBI and other data with intuitive business user interface Near real-time access to data from OTBI and other Oracle application sources Mashup data from external and private sources 2. Introducing Customer Service Executive Content Pack The Customer Service Executive Content pack is a Data Visualization starter kit designed for use by a Customer Service VP, for self-service analytics on critical service data. It contains a number of pre-built analysis templates and OTBI reports with rich analytical content that produces data driven insights. Pre-built connectors to Oracle Engagement Cloud and Oracle Sales Cloud are included in the content pack thereby enabling analytics on actual data. Excel Samples are also provided for each analysis helping the user understand the analytical content included in the content pack. The following data sources have been pre-configured or pre-loaded in the content pack in order for the packaged visualizations to render: (a) OTBI Subject Area sourced analyses CRM CRM Service Request Summary Has key dimensions and summarized SLA compliance and interaction metrics for Service Requests Service CRM Service Requests Real Time Core metrics and contextual attributes to analyze service performance such as SR resolution rates, average resolution times and SR aging Service CRM Service Request Milestones Real Time key columns from the subject area are sourced to assess deeper insight into response and resolution compliance (b) Pre-built OTBI report analysis Top Customers by Open Revenue: The top customers by open opportunity revenue which is likely to close by the end of the current quarter (c) External Data Customer CSAT scores by product, available as a spread sheet. Note: Sample Demo completely relies on spreadsheet data (Excel files). This enables you to preview visualizations before connecting to an external source Note This content pack is offered as a sample only. Customers are advised to use the Cloud Customer Connect forum to report feedback and issues. Customers are expected to have valid licenses of Oracle products needed to use this content pack. 3 P a g e
Note All visualizations in this content pack i.e. Overview, Channel and Issue Analysis, Closure and Compliance, Customer Review and Team Performance are enabled with Engagement Cloud integration (OTBI subject area access) and there is also an excel based sample for each. The Engagement Cloud integration based projects are located in the root folder ( Customer Service Executive ), whereas all the excel samples are located under Customer Service Executive/Sample Demo. 3. What s in each Data Visualization content pack? This document on how to get up and running with DV Desktop content pack (pdf) Data Visualization Application File (.dva) - contains the application, connectors and data Archived Web Catalog Report. The archived file contains a pre-built OTBI report that serves as data source for DV. 4. Sample Demo (Excel based Projects) The Sample demo folder contains a number of excel based analysis templates which are meant to provide a user to gain a quick understanding of the analysis included in the DV content pack. Inside the Sample Demo folder, we can find five projects that a user can use to jumpstart data visualization and exploration 4.1 Service Overview The Overview project has the following analyses, each available as a canvas 1. Overview: Provides the service executive with a snap shot of the overall health of the service organization. Helps answer key business questions such as the following Are our top customers with open revenue satisfied? Do they have too many open issues? Are too many service requests stalled waiting for resolution? Are we closing SRs fast enough? 4 P a g e
How are we doing on SLA compliance? Are there too many SRs with first response and resolution violations? 2. Product: Provides a product centric analysis of open issues and their closure 5 P a g e
3. Location and Issue Category 4.2 Channel and Issue Analysis This project relates to analysis around the types (categories) of issues that your customers face and the channels of engagement that they use to have their issues resolved. The visualizations help answer questions like the below: What are the channels of engagement for current open SRs? How do channels perform in resolving issues across service categories? Has the nature of issues raised changed over time? 6 P a g e
4.3 Closure and Compliance The Closure and Compliance analysis shows issue closure trends, channels used for issue resolution and the compliance rates across products. Key business questions answered: What are our most popular channels for first time resolution? How do we compare on SR closures across periods? How does SLA compliance compare across products? 7 P a g e
4.4 Customer Review This project focuses on the service issues faced by top customers with open revenue. The visualization brings to light issues that are open and whether adequate attention is being paid to resolve these. A detail view shows such information as the name of the agent working on the SR, the product, whether escalated, etc. 4.5 Team Performance This project provides the service executive a comparative picture of team performance on key aspects of service delivery and compliance. KPI s such as average time to close and % of compliance and non-compliant SRs together with average interactions to close, help the executive in assessing the efficiency of operations in addition to resolution rates, compliance goals and timeliness. 8 P a g e
Please Note The content pack is offered as a sample only. Customers are advised to use Customer Connect to report feedback and 5. Pre-requisites prior to configuring the Data Visualization Content Pack 1. Install and Setup Oracle Data Visualization Desktop. You can download the software either from Oracle Technology Network (OTN) - for evaluation purposes, or the licensed version from Oracle Software Delivery Cloud. 2. The content pack has been tested against the Oracle DVD Version 12.2.3.0.0-20170621001724 but it should work with future versions as well. Make sure to review the minimum system requirements prior to installing DVD. 3. Make sure you have a working environment of Oracle Engagement Cloud and Oracle Sales Cloud R13 environment with user credentials enabled for Sales and Service Roles. The content pack has been tested against Oracle Engagement Cloud R13 and OTBI vr13. 6. Steps to download Data Visualization Content Pack from Oracle Customer Connect 1. Navigate to Oracle Customer Connect - https://appsconnect.oracle.com/ 2. Register if logging in for the first time. If you already have an account, click on Sign-in 3. Navigate to Forums -> Customer Experience - > Sales -> Report Sharing Center 4. Find Topic Oracle Data Visualization Content Pack - Customer Service Executive 5. Download the dva file (Customer Service Executive Data Visualization Content Pack.dva), User Guide (Getting started with Data Visualization Content Pack.pdf) and the.catalog file 9 P a g e
7. How to setup the Data Visualization content pack? The following steps may be required to performed by an Oracle BI admin 1. Importing the Data Visualization Application (dva) file Download the desired content pack zipped file. Extract the contents of the zipped files into a folder on your local drive, if you have not already done so. Ensure that the extracted files contain a.dva file. This is the data visualization file that we will import into Oracle Data Visualization Desktop Start Data Visualization Desktop. Go to Start -> Programs -> Oracle Data Visualization Desktop Once Data Visualization Desktop is open, import the dva file that you extracted from the zipped file You will be required to provide a password at the time of import. The password for these dva files is welcome, all lower case. Step 1: Navigate to CRM Folder 2. Unarchive Web Catalog into the Cloud OTBI instance (for customer deployments only) Unarchive the web catalog (.catalog file) into the OTBI instance at the predefined folder location: /Shared Folders/Custom/Customer Relationship Management. Create the sub folder Customer Relationship Management under the Custom folder, if it does not exist. 10 P a g e
Step 2: Click on Unarchive Step 3: Click on Browse and Select the.catalog file After the unarchive, you should see a report called Top Customers by Open Revenue under the above mentioned folder. Note that this report has been created from a Sales subject area, Sales CRM Pipeline. Note: Make sure that the logged in user (Customer Service Executive role, in this case) needs to have access to the subject areas and the underlying data 11 P a g e
3. Update Source Connections After importing the Data Visualization Application (.dva file), you will need to first update the connections to the OTBI cloud instance prior to opening the individual projects. Within the Oracle Data Visualization Desktop application, navigate to Data Sources and click on Connections Select the desired connection, based on the persona of the application file (For example, a Customer Service Executive persona will be mapped to Oracle Engagement Cloud - Service Executive). Click on Edit This will provide the configuration window to update the analytics URL, user name and password associated with the Engagement Cloud OTBI environment. Enter the details and click on Save to connect to OTBI & test the connection. 12 P a g e
Next, select the data sources associated with that connection and reload the data. Once the reload is successful you are now ready to use the sample content pack with the OTBI connections restored If the connections were successful, the canvas for these DV projects will light up with data, as shown below 13 P a g e
8. How to extend the Data Visualization content packs 8.1 New external data sources: You can extend the DV content pack to practically add any data source that it supports, including non-oracle data such as other applications, databases, excel files, etc. To see all the available options, choose Data Sources from the menu and click on Create -> Connection. 8.2 New Oracle SaaS applications based data sources: can be easily added and made available to create visualizations within minutes. In order to do this, click Create -> Data Sources and choose the Oracle Applications connection to use. This will bring up 3 options with Select Columns as the default. 8.2.1 Select Columns (Direct Source from OTBI Subject Area): You can add new OTBI subject areas as data sources. Once you do this, all the available subject areas show up and choose the subject area of choice. Refer to the Data Visualization Desktop documentation for detailed steps 8.2.2 Select an Analysis (pre-built OTBI Report as source): OTBI reports available out of box or custom reports built by you can be added as a data source. Navigate to the report available in the BI Catalog and choose the same in order to use the report analysis as your data source. Note that the report analysis should not be hidden in order for it to show up. 14 P a g e
8.2.3 Enter Logical SQL: Use this option to direct enter (or paste) logical SQL into the area provided for the purpose Modifications to data sources is a distinct possibility. New columns may be need to be sourced from subject areas, or new columns could be added to base reports in the BI Catalog. These changes can be incorporated into the Data Visualization Desktop. The new columns added are hidden by default and need to be unhidden. As a next step update the Data Sources in DV Desktop and reload the data, if it s an existing data source in DV Desktop. This will reload the data as well as the data model to bring in any new columns that were added to the OTBI subject area/report. After the reload completes, click on the Inspect action to see the new columns that were added. 15 P a g e
(Note: you can only add columns to a data set; you can never delete existing columns) In the Inspect window, you will notice the new columns are added to the bottom of the column list, with a Hidden attribute checked. Click on the check mark against each hidden column to make them visible to the projects. Click on OK after all the changes. When prompted with a confirmation to update the data source, click Yes. 16 P a g e
8. Troubleshooting 8.1 Unable to Connect to Oracle Engagement Cloud: If you get an error message saying Failed to Save the connection. Invalid connect string / URL to external source please review the connection settings and also your proxy setting on your browser. 8.2 You may also access the Data Visualization Desktop documentation by clicking on? at the top right corner and selecting Help from the drop down. This will navigate you to the Oracle Help Center. 17 P a g e
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