How DexMedia Improved Decision-Making with Salesforce & Remedyforce
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From Dreamforce '14, an overview of how Remedyforce customer, DexMedia, is leveraging Remedyforce & salesforce.com reporting and analytics to improve IT & business decision making. You’ll see sample reporting formulas for simple and complex reports and how to create and display trend analysis. For more information, visit http://www.bmc.com/it-solutions/remedyforce.html
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How DexMedia Improved Decision-Making with Salesforce & Remedyforce
- 1. Remedyforce Reporting & Trending Mike Leveiller Dex Media @DexMediacom
- 2. Exported Data From Remedy Into Excel Data Dump
- 3. 1 Of 28 Tabs With Pivot Tables
- 4. Example Of Charts / Pre- Remedyforce
- 5. Example Of Charts / Pre- Remedyforce Problem # No of Incident Records Description Problem: Owner Role Last Queue Problem #:00000488 26 DOMAIN FORWARD CALL IS CHECKING THE WRONG TABLE SharedApps-LOS-Acn SOA Problem #:00000522 9 In Track Phone Maintenance Link the SP, GOOGLE and BING Number is showing on "Wait on Update SharedApps-Dev-Acn Vision Problem #:00000730 7 Not able to pull SuperVisibility Report attempt to but no info shows SharedApps-Dev-Can Vision Problem #:00000444 5 TRACKING PHONE DESTINATION PHONE UNMAPPED CALLS SharedApps-Dev-Acn Vision Problem #:00000577 4 Phone Track Maintenance not available to reprovision new number SharedApps-Dev-Acn Vision Problem #:00000876 4 Categories on listing ID# 205087073 disappeared when I approved pending transaction over. SharedApps-Dev-Acn Vision Problem #:00000865 4 DS Monthly Report job (sds_m_financial_reports) is running very slow. SharedApps-LOS-Acn Distribution Problem #:00000859 4 Unable to make changes via bulk adgroup reorganization for MSN campaigns DigitalProd-Dev-SM BidCenter Development Problem #:00000709 4 Add entry for "intentiq" in bypass_pageid_cobrands.properties file on clickthru servers. DigitalProd-Dev-SM Digital Product Environment Problem #:00000494 4 It appears as though the Mobile Website has not been provisioned by gomobi. SharedApps-LOS-Acn Vision
- 6. Salesforce1 displays Remedyforce Charts beautifully…even on mobile devices
- 7. Old New Excel Salesforce • Looks Pretty! • 20 min to create/month (x28) • Tricky to make changes • Old Information when reviewed • Cannot Drill-down for details • Looks ALMOST as Pretty! • 1 sec to create/month (click refresh) • EASY to make changes • CURRENT Information when reviewed • Can Drill-down for details
- 9. Deep Dive
- 10. Bucketing
- 11. Final Result
- 13. Backlog
- 14. Result
- 15. Step 1: Age in Days
- 16. 13 Months Customized Step 2: The Report
- 17. Step 3: The Report
- 18. Step 4: Grouping the dates
- 19. Step 5: Verify all Groups
- 20. Final Report
- 23. Final Result
- 24. 24 Questions
Editor's Notes
- First we would export all the data for the previous month, dump it in Excel, we would clean up the data (due to the lack of Validation rules) then, we would filter certain areas in order to get the information needed. This process alone, would take us several hours. What you can’t see in this image is that we had 28 tabs along the bottom that we used to get the final result, then….
- …we would use pivot tables to display the information needed in order to create a chart. We had to do this to all the tabs in order to create 28 separate charts! Once we were done, we had Charts (not reports) like this….
- And here are some of the Excel charts that we created using the data from the pivot table.
- And charts like the one in the top right corner, took a little longer to produce due to the data that was needed to be displayed. And when it came to tables like the one in the bottom left corner, each row was manually researched before-hand and then manually entered in the table due to what was needed that could not be filtered using Excel.
- ….with Salesforce1, I even have access to it from my mobile (show mobile with chart) So now, lets compare 2 charts side by side..
- So lets compare…. (Read highlights) --------- Here are some example RemedyForce reports that you can do today!
- Perhaps you want to monitor you RemedyForce license usage… Or maybe you want to see the top 10 Service Requests being used… Or maybe you want to see the top 10 reasons why your Help Desk was called… ------ Each one of those three are just examples of some of the standard reports that you can create in RemedyForce using the Salesforce Report tool ------ Now, let’s dive deeper in the 4th chart to see how that report was created…
- Let’s look at how we created the 4 Groups displayed in the chart. First off, we will be focusing on the Incident object. Therefore we are suing the ‘Incident’ report type. Since we are focusing on how we grouped all these tickets, we can ignore the date ranges and the filters. We have 10 rows of filters (where you see the Filter Logic). We can ignore that as that simply filters all the types of Incidents we are looking for in this particular chart. This is basically something that would be custom for each of you. Now look closely at the ‘IT Group’ in green, that is a bucket field. You can see the 4 groups that we created. Let’s look at how we did that….
- Common sense would tell us to group the Queues to their proper IT group, but since we have over 160 queues, 140 of them belong to IT, of which 60 belong to our Application Support team, we couldn’t use that to bucket the groups. SF limits 20 items per bucket so we had to find another method to group the tickets together. Since RemedyForce comes with a field called ‘Staff Role Name’ and the ‘Staff’ field is required in our environment when closing a ticket, we decided to select that field to group by. We only have a total of 30 IT Roles in our environment. ----- Then on the left, we created the 4 Groups that we want to display ----- And on the right, we simply bucketed the roles in their proper Groups ----- Then when you run the report……
- You get what looks like….THIS! Bucketing is very common and very useful. You just need to think out-of-the-box sometimes to find alternate ways to display your information. Now let’s look at another report that we tried to duplicate, but this one was a little trickier!
- So let’s look at Multiple Trending This is an excerpt from a report that we did on trending using Excel. (The long process I mentioned earlier) The top, had our months for the trending… If you look to the far left, we had to display all the New tickets, vs the Solved tickets. We also had to display the Remaining (backlog tickets) and the Avg age of those tickets…per month. On the far right, we used the Excel sparklines to display those numbers in a mini bar chart. Since the numbers are hard to identify trends, the focus was more on the sparklines. The numbers were secondary. ---- So how can we duplicate something like this in Remedyforce? Well, we first asked, out of those 4 stats, which ones were the most important to track trending on? If you look closely, Open vs Solved are almost identical. Was it worth displaying both? Understanding OUR business, it was decided to track on Closed rather then Opened, for those months. So how about the backlog (Remain)? Definitely track it. And ‘Avg Age in Days’ – yes! So, we had some work to do! Let’s look at what we did for the backlog…..
- We came up with something like this…. ----- So these are the tickets that are currently still open but it’s not being displayed in a chart format. Rather, it’s being displayed in a Table. And there is a reason for this. As you know, Salesforce displays LIVE data. Well, these ‘Backlog’ tickets will eventually get closed at some point in time and therefore will ‘fall off’ the table. Trying to make a trend chart, is kind of pointless. For us, this is the best way to create a ‘quick glance’ chart that is easy to get the results required. ----- However, if we wanted to create a trend chart displaying CLOSED tickets, we came up with this…
- As mentioned earlier, there was no point in displaying both the Open vs the Closed any longer. Therefore, this chart displays the total Closed tickets for the past 13 months along with the average age of those tickets. ----- So some of you are probably wondering how we did this, so lets dive in and have a look…
- Our first step was to create a formula field on the Incident object to calculate the 'Age in days'. This was actually done on all our objects as well because the 'Age in days' is a figure that is used, not only in reporting but also on our quickviews and other areas. ----- The formula is quite simple. It simply subtracts the closed date from the opened date…IF the ticket is closed. If it isn’t closed, it subtracts todays date from the Opened date.
- Second, we created a new Report using the ‘Incident’ Report Type. ----- And we want to look at ALL the Incidents ----- As for the Date Range, Salesforce has numerous date range groupings such as ‘Previous Quarter’, ‘Last Month’, ‘Current Fiscal Year’ etc. So since we wanted to trend the last 13 months (first and last months make for a good comparison) we had to manually select the month range. ----- Then, we filtered our data. (We wont focus on this area as this will be customized for your environment) ----- Next you want to select the ‘Matrix Format’ in your Preview area. ----- Now, lets focus on the Format…
- You’re going to want to drag the ‘Opened Date’ in the left column ----- Then the ‘Closed Date’ in the top row ----- Then you will want to drag your ‘Age in Days’ field in the body of the report. When you do so, the whole area will become Highlighted. ----- Once you drop the field there, a pop up will appear asking you what format do you want the use? Put a check in ‘Average’ then click ‘Apply’ ----- One final step…..
- You’ll notice that the Opened and Closed dates are displaying in DAYS. We need to change that to Months. ----- So you’ll want to click the little arrow next to the date field and select ‘Group Dates by’ = Calendar Month Once you do that to both date fields….
- Just verify that all the groups are displaying properly ----- The opened Date ----- The Closed Date ----- And the Average Age in days Then save and run your report
- Your report should now look like this. Notice that the report travels in a diagonal to the lower right corner. That is how it should display. Next, we will look at the chart that will allow us to display this report in a 13 month trend…
- Once you open either an existing or new dashboard and drag the report you just created into it, select BAR and make the following changes: *Read off slide* Then to the formatting tab…
- *Read Slide* ----- And when you’re done, save your work then run your dashboard. Your result…
- Should look like this!