How do you measure the value your organization receives from Oracle Service Cloud? What metrics are you using to prove the value of you and your team's work?
There are many different ways to communicate the value you're getting from Oracle Service Cloud. You can identify what trends are happening in your site, easily determine agent coaching opportunities or leverage data-driven insights to find specific ways of improving your overall operation. Oracle Service Cloud Analytics allows many variations on how you might tell your story. Between use cases, data combinations and functionality, it can be very challenging for report creators to know where to start (aka report writer's block).
To help with this challenge, we provide over 750 canned reports within Oracle Service Cloud. Even with all those canned reports, there are many use cases that aren't and can't be covered with a canned report due of the vast number of ways sites are implemented.
Enter....the Oracle Service Cloud Analytics Cookbook! The intent of this resource is to bridge the divide between use cases, data combinations and functionality to help you find and tell the story behind all of those 1's and 0's and to help address the many, different custom report questions that come up. Providing a learning tool that can help to bridge the gap between use case, data, and functionality was important enough to add it to my normal responsibilities. After of very late nights, great input, and recipe creation by partners and internal Oracle folks, it is my pleasure (and my wife's relief!) to announce the launch of the Analytics Cookbook! I invite all of you report newbies and seasoned data detectives to join us in learning from each other to build all of our reporting expertise.
The Analytics Cookbook is broken into two sections:
If there are functional areas in the recipe ingredients list (aka list of Analytics functionality used) that you are not familiar with, simply click the link and watch the reporting technique video or review the documentation to learn about that specific functionality. The recipe also includes the use case (the "Why") and an expanded description for areas of the report you might get hung up on (the "What").
Although the Analytics Cookbook includes many resources for beginner report chefs, it doesn't stop there...we have intermediate and advanced report recipes too! We are particularly excited to feature report recipes in this launch from our Community members, specifically some of the miraculous reporting matadors who can effortlessly use their "muleta" to pass through the charge of endless possible combinations of data and functional configurability (Olé!!). If you are a seasoned report guru you might learn a thing (or ten!) from the report gurus who shared how they have solved a use case/data puzzle to tell their stories. In
the handful of recipes we put together for this launch, I have already learned a few cool, new tricks that have escaped me in my previous decade of work in Oracle Service Cloud Analytics!
On that note, I wanted to recognize and thank the master reporting chefs who contributed to the Analytics Cookbook launch:
We anticipate opening up the Analytics Cookbook to include report recipes from others in the Community. If you find this resource helpful and/or you have a report you're proud of, please consider contributing a report recipe.
As we build and tap into the collective community brain, we will find many useful recipes to help build you into seasoned master report chefs within this very powerful product. You may learn a new recipe that satisfies the most finicky appetite (like your overstressed, overworked boss) while simultaneously increasing your status and the success of your kitchen. You may learn a prep trick that saves you time and effort in your Oracle Service Cloud kitchen. Perhaps you will find a new way to tell an existing story that gives it that intuitive "flavor" that is missing today.
I look forward to learning new tricks to help slice through data, ingenious ways to accomplish our goals, newfangled idea combinations, and providing help for those of you that are new to Oracle Service Cloud reporting. I am happy to bring to life a tool that will hopefully enable you to tell your stories with much greater success.
Olé and Bon Appétite!
Product Manager, Analytics