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Oracle CRM On Demand Dashboards- P1: There are many people I would like to thank as I sit here after having just penned the final chapter of this book. I am sure I will miss many specific people if I tried to list them all, but I am compelled to mention some specific supporters.

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2. Oracle CRM On Demand Dashboards
3. About the Author Michael D. Lairson began his career in 1993 in Charlotte, North Carolina, as a technical writer after earning a BA in English at the University of North Carolina, Charlotte. Mike moved into the instructional design field in 1995 and prepared training materials that ranged from manuals to high-end multimedia applications for many companies. During this time, Mike returned to UNC Charlotte to earn an M.Ed. in instructional systems technology. Continuing to broaden his experience and explore professional interest in evaluation and analysis led Mike to Siebel Systems, where he worked as a certification exams developer for several years. In this role he created the certification exams and the study materials for most of the Siebel Certification exams and performed a large amount of reporting of exam data. In the process of writing the CRM On Demand exam, Mike began to take great interest in the application and moved to the training team as part of the professional services organization. He has since continued to expand his knowledge of the application and has established himself as an expert resource for Oracle CRM On Demand—in particular, the reporting tool. Mike remained with Oracle after the Siebel merger and played a key role in the development of the Advanced Analytics Workshop training offered by Oracle, as well as many other CRM On Demand training classes. In September 2008, Mike’s first book, Oracle CRM On Demand Reporting (McGraw-Hill, 2008), was published and immediately became the definitive source of information on developing reports with Answers On Demand. Currently working for Intelenex, Mike holds the position of manager of business intelligence services and regularly develops analytic reports and dashboards for his customers and offers custom training in Oracle CRM On Demand reporting. When not working, Mike spends time with his wife and two sons, and is an active member of his church, the Knights of Columbus, and Boy Scouts of America. About the Technical Editor Jeffrey Hunt is a technology executive with 27 years of industry experience in areas including software development; IT management; customer relationship management (CRM); enterprise resource planning (ERP); and sales and consulting across the high tech, manufacturing, consumer-packaged goods, public sector, financial services, and other industries. He has more than seven years of hands-on experience with CRM On Demand. He is known for expanding the limits of CRM On Demand through innovative uses of HTML/JavaScript in reporting and analytics. Jeff served Oracle/Siebel for nearly ten years in various positions relating to database technology, On Premise CRM, and On Demand CRM. Most recently, he is the senior director of CRM services at Intelenex, a Titan Award–winning Oracle Implementer/Integrator. Jeff studied computer science at Brigham Young University in Provo, Utah.
4. Oracle CRM On Demand Dashboards Michael D. Lairson New York Chicago San Francisco Lisbon London Madrid Mexico City Milan New Delhi San Juan Seoul Singapore Sydney Toronto
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6. Oracle CRM On Demand Dashboards
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9. Thanks to Mom and Dad!
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11. Contents at a Glance 1 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 2 Dashboard Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 3 The Manage Dashboard Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 4 Dashboard Pages and Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 5 Dashboard Objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 6 Displaying Reports on the Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 7 Dashboard Filter Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141 8 Deploying Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173 vii
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13. Contents ACKNOWLEDGMENTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiii INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv 1 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 About Oracle CRM On Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Access Control for Report Developers and Dashboard Developers ....... 3 Company Profile Setting Affecting Reports and Dashboards . . . . . . . 5 User Profile Settings Affecting Reports and Dashboards . . . . . . . . . . . 5 Exploring the Default Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Pipeline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Sales Effectiveness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Customer ............................................. 14 Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Marketing Effectiveness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 The Getting Started with Answers Window . . . . . . . . . . . . . . . . . . . . . . . . . 23 Subject Areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 2 Dashboard Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Planning Your Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Why Do You Need a Dashboard? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Easing Access to Information with a Dashboard . . . . . . . . . . . . . . . . 31 Using a Dashboard to Cater Information to Users . . . . . . . . . . . . . . . 31 Providing Additional Functionality with a Dashboard . . . . . . . . . . . . 32 How Will the Dashboard Be Used? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Physical Dashboard Implications ........................... 33 Cognitive Dashboard Implications .......................... 34 Who Will Use the Dashboard? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 ix
14. x Oracle CRM On Demand Dashboards 3 The Manage Dashboard Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 The Dashboard Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Manage Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 New Dashboard/Edit Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Delete Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Design Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Dashboard Properties and Page Controls . . . . . . . . . . . . . . . . . . . . . . 41 Dashboard Objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Saved Content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 4 Dashboard Pages and Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Configuring Dashboard Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Multipage Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 PDF and Print Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Dashboard Columns and Breaks . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Setting Dashboard Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 General Properties ...................................... 56 Dashboard Pages ....................................... 56 5 Dashboard Objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Dashboard Sections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Guided Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Format Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Drill In Place . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Arrange Horizontally . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Collapsible . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Rename . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 Delete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Links and Images . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Rename . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Delete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Text Objects ................................................ 78 Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Rename . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Delete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Rename . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Delete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Guided Navigation Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
15. Contents xi Rename . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Delete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 6 Displaying Reports on the Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Adding and Arranging Reports on a Dashboard . . . . . . . . . . . . . . . . . . . . . . 90 Display Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 Report Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 Show View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 Modify Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 Rename . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 Delete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Property Combinations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Designing Reports for Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Adding, Removing, and Reordering Columns . . . . . . . . . . . . . . . . . . 98 Formatting Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Sorting Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 Filtering Report Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 Report Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108 Pivot Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126 Pivot Charts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 7 Dashboard Filter Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141 Filter Prompt Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Building a New Dashboard Filter Prompt . . . . . . . . . . . . . . . . . . . . . 143 Advanced Filter Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150 Showing SQL Results in Filter Prompt Fields . . . . . . . . . . . . . . . . . . . 150 Calculated Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 Dashboards as Search Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157 Prescriptive Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 “What If” Analyses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 Company Active Currency Prompt . . . . . . . . . . . . . . . . . . . . . . . . . . 160 8 Deploying Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161 Dashboard Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 Embedded Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 Finding the Dashboard URL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 Dashboards in Custom Web Tabs . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 Dashboards in Web Applets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166 Dashboards in Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 Final Thoughts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
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17. Acknowledgments T here are many people I would like to thank as I sit here after having just penned the final chapter of this book. I am sure I will miss many specific people if I tried to list them all, but I am compelled to mention some specific supporters. The dedication on this book reads “Thanks to Mom and Dad!” I worded the dedication in this way because it is thanks to them that I am on this little writing venture. My father taught me the value of a strong work ethic through his actions and dedication to his work for our benefit over his own. My mother showed me the power of setting goals and overcoming adversity through her own efforts to pursue a career that she was denied in her youth. Even when her health tried to stop her, she never lost sight and has remained ever-positive. The work ethic and dedication that I learned from them has served me well, and resulted in another book for my Oracle CRM On Demand friends. I would be completely negligent if I did not also thank my wife, Susan, and my boys, Robbie and David, who graciously gave up time that was due them so I could work on this book. Others who have shown me support, encouraged me, or challenged me along the way—I thank you. Listed in no particular order: Jeff H., Noni, Dave and Kit K., Doug C., Erin W., Colleen J., Suzanne L., Jared W., Ray G., Greg T., Connie S., James O., Kiran, Madhu Prashant, Elizabeth O., Jayd, Binh, Zephrin, Alex N., Robert D., Louis P., Leslie P., Steve B., Julie G., Greg B. There are a number of customers who helped me push the envelope by pushing me. You know who you are, and there are too many to mention individually, but I did promise Bill T. a mention. xiii
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