4Subject Areas

This chapter contains the following:

Listing of Prebuilt Subject Areas

There are a variety of standard subject areas that you can use right out of the box to build your analytics. This list includes subject areas for other applications as well. See the Related Topics for a link to the subject area listing.

Subject Area Updates

We add and update subject areas as we build new features for you. Here are the new CX Sales and B2B Service subject areas for recent releases.

New Subject Area Description

CRM - CRM Reporting Usage

New for 21A. The Reporting Usage subject area lets you see how your users and teams use OTBI in CRM. This subject area exposes execution metrics around subject areas, analytics, and dashboards. These metrics proving reporting on details like the most popular and unpopular reports and which analytics are important to your users. Use this subject area to understand your user interests in terms of reporting and analytic insights.

Sales - CRM Object Activity

Although this subject area has been around for a few releases, for 21A we have now extended its reach to the latest CX Sales mobile applications in the mobile channel. The mobile channel now provides reporting for all versions of the CX Sales Mobile application.

CRM - CRM Click History

Released in 20D the Click History subject area allows reporting on user clicks. Click History reporting reveals the areas of the application that individuals, teams, and organizations are using, or not using in CX Sales and B2B Service.

Sales - CRM Resource System Usage

This subject area provides data for reporting on CRM resource activity (a resource is a person or user).

Use this subject area to report on resource activity by channel, resource activity in time periods, and time periods with no resource activity.

Sales - CRM Object Activity

This subject area provides data for reporting on object activity, specifically object creation and updates.

Use this subject area to report on object activity by channel, object activity performed by users, object activity by channel, and time periods with no object activity.

User System Usage

This subject area provides the key user adoption metric at the application user level.

Service - CRM Service Request Lifecycle

SRs go through a life cycle, from the point they are created up until they are resolved, and finally closed. Service personnel are interested in keeping this life cycle short while attempting a timely, quality fix to issues. This subject area helps building analyses that helps keep a close watch on the SRs, finding outliers and taking corrective steps pro-actively to avoid customer escalations and potential SLA violations. Useful measures such as actual time spent by an agent on an SR, customer wait times, SR duration with specific queues and assignees and number of queue transfers provide the much needed insight into potential issues before they reach crisis proportions. The ability to analyze these measures in relation to key information of an SR together with surrounding entities such as Agent, Account, Channel and Product make the analyses even more powerful.

Service - CRM Survey Requests Real Time

Use this subject area to obtain insight into survey request activity in the context of a Service Request. Build summary reports for a comparison of survey requests sent and SRs resolved over a chosen periodicity such as monthly or quarterly. Analyze survey response percentages against requests sent in relation to service categories, accounts, account regions, products, teams and other key business contexts. Examine request/response performance for survey templates used, to determine if any template changes are necessary.

How Subject Areas Work

Subject areas are the building blocks of your analytics. There are subject areas that come prebuilt with your application, and over 100 analytics built from the included subject areas. Let's look a little closer at how subject areas work.

All of the electronic activity that happens each day in your company is stored and can be used to look at current and historical data, as well as predict future trends and outcomes. This information is saved and grouped and packaged as objects. The objects hold information called attributes which are pieces of information related to that object. For example, an object called Customer would hold information related to that customer, such as name, address, phone number, company and so on.

Object attributes are organized in columns which are used to provide real-time transactional reporting.

You can use the prebuilt subject areas to build your own analytics. Or you can build your own subject areas and use them for building or editing analytics. Most importantly, the focus of a subject area is to provide a way for you to gain access to key insights about your organization.

This graphic shows the subject area for Sales - CRM Pipeline with some columns added on the editor to show employee revenue per customer. The resulting analytic in bar chart format shows revenue on the y axis and customer on the x axis with employee name key by color on the right.

Subject area editing window with resulting analytic.

Choosing the Right Subject Area for Your Analytics

We provide a wide variety of subject areas to provide insight on a lot of different business activities. So how do you know which subject area is right for you? Let's say you're building your own analytic because you want to know something about your pipeline. Let's start by looking at the subject area list. All of the subject areas that come with your application are detailed in the Subject Areas for Transactional Business Intelligence guide. In addition, you will find the business questions that subject area supports. The business questions are key to helping you choose the right subject area. Here are the business questions listed for CRM Pipeline, from the subject area guide.

Image of subject area book focus on pipeline.

These questions provide a starting point for you in terms of what information this subject area provides. Do any of these questions reflect what insights you're looking for on a particular area of your business? Maybe they come close, but not exactly what you're looking for. If you click on one of the business questions you're taken to a page that details the roles that have access to the data that supports analytics around that question.

Subject area roles

Here are some more examples of subject areas and the business questions they can answer.

Subject Area Name Example Business Questions

Sales - CRM Pipeline

  • Are my sales representatives moving their opportunities fast enough.

  • How is each member on my team performing on deal size, account coverage, and win rate?

  • Is my team converting leads to opportunities fast enough?

  • What are the most likely reasons that we lose against our key competitors?

  • What are the top 10 open opportunities?

Sales - CRM Forecasting

  • What are my forecasts and closed revenues for this quarter?

  • Are revenues closed in time for their forecast figures?

  • Does the forecast versus pipeline show a healthy picture?

  • What were my forecast revenues for the same period last year?

Sales - CRM Sales Activity

  • Is there any work load balancing issues on my team?

  • I want to rebalance my team workloads. Based on upcoming activity levels what are my resource levels?

  • Are there accounts that are being heavily pursued?

  • How can I identify neglected but strategic accounts?

What are Facts?

Facts are a little tricky. This first thing to understand is that facts and dimensions work together as a pair for reporting. Think of the fact as the verb or the action in an analytic, and the dimensions as the nouns, or a bunch of related nouns grouped together in context.

You can have a collection of things, but without doing something with them, they are just there to look at. Same with dimensions, sure you can go into the subject area editor, and expand all the folders and look at the columns. You can drag a column onto the editor and view row after row of data. But, if you want to analyze the data, you need a way to measure it. You need to count it, compare it, sum it up, average it over time or perform any other operation necessary to get the insights you want.

keep in mind that all dimensions need a fact, at least one fact. Facts give meaning and purpose to your analysis. Don't build analytics without a fact, especially if you have more than one dimension because this leads to unpredictable results.

View Subject Area Details

We discussed that subject areas contain columns of information extracted from your transactional data sources. The next step would be to discover what columns of information are available in a particular subject area that you might be interested in using for your analytics. To do this let's go to BI and open up a subject area and see what's there.

Explore a Subject Area in BI

Here's how you view a subject area in BI:

  1. From the Home page of your application go to Navigator.

  2. Go to Tools Reports and Analytics. This brings you to the Reports and Analytics page where your sales team see analytic detail specific to their role. Let's go BI where we can access all the details and tools related to subject areas.

  3. Click Browse Catalog. Now you are in BI.

  4. Go to New and then Analysis.

  5. Choose the subject area that you are interested in. Let's pick Sales - CRM Pipeline.

  6. Expanding the dimension folders in the subject area shows you the available columns for your analytics, as well as the facts that you use to measure the values in your analytics.

This shows a blown up view of the Opportunity dimension in the Sales - CRM Pipeline subject area, as well as a view of some of the available facts in a Facts folder.

Subject area close up of dimensions.

Subject Area Context And Analytic Results

If your analytic doesn't look right, or columns of information aren't showing up, it could be an issue with context. The context defines what column details the analysis displays. Adding an employee column doesn't mean all employees show up in the analysis. It depends on the context you're using to create the analysis. If you build an analysis, and it doesn't show what you're expecting, be sure that you're adding your columns and facts in context.

The subject area dimension folders contain the columns and the facts folders define the relationship of the columns. If you add the Employee column to your analysis, and then add the Fact, Number of Activities to the same analysis, then only the employees that have one or more activities show on this analysis in this context. There might be hundreds of employees that have some sort of relationship with A.C. Networks, but no associated activities, so they don't show up on your activity analysis.

The following is an example that might help explain this further.

In this exercise you will build an activity analysis, and add an additional subject area, then explore some different scenarios.

  1. Build an activity analysis as directed in "Create an Activity Analysis".

  2. With your activity analysis in edit mode, add the standard subject area Sales - CRM Quota Management.

  3. Both subject areas appear under Subject Areas. Expand Sales - CRM Sales Activity. Expand Customer. Expand Sales Account Extension. Drag Level 1 Account Name onto the palette.

  4. Still in Sales Activity, expand Employee. Drag First Name and Last Name onto the palette.

  5. Expand Facts, then Activity Facts. Drag # of Activities onto the palette. This fact is key to this analysis because the relationship of Employee to this subject area is dependent on the employee having one or more activities for one or more accounts. If your employee has never entered activities for any given account, they don't t show up on this report, even if they have another type of relationship with an account. Since the context of this subject area has to do with sales activities, only employees with activities are included.

  6. Now select the "Results" tab. You see four employees in the resulting analysis. Each of these employees has one or more activities.

  7. Now select the "Criteria" tab. Under Subject Areas expand Sales - CRM Quota Management. Expand Facts. Expand Pipeline Facts and drag Opportunity Revenue to the palette.

  8. Go to the "Results" tab. Notice that now there are more employees. This result is because you have added employees that also have relationships to Quota Management. In this case, employees are added that have generated revenue.

  9. Go back to "Criteria". Remove # of Activities. The results show only the three employees that have revenue. Helena has both revenue and activities so she shows up in both scenarios.

Finally, note that if you remove both # of Activities and Opportunity Revenue and look at the results, you again have only the four employees that have a relationship with only the Sales Activity dimension.

Subject Area Employee graphic

About Creating Your Own Subject Areas

With CX Sales applications, you get prebuilt analytics that answer typical business questions you might have. But if your questions aren't answered, then you can create your own analytics. Create your own analytics using either prebuilt subject areas that are included with your application, or custom subject areas. Custom subject areas are helpful if you find that the prebuilt subject areas don't cover what you need. Custom subject areas are especially useful as you work through the process of configuring your applications. For example, if you create custom objects and want to report on them, then you will need to create custom subject areas.

Another case where you will want to create a custom subject area is when you want to report on the custom dynamic choice list fields that you add to standard objects. A dynamic choice list creates a new many-to-one relationship with another object. You will want your analytics to reflect that relationship, but you can't add objects (dimensions) to prebuilt subject areas. In this case, you must add dynamic choice lists to custom subject areas. You can then create a union report in BI that joins the desired prebuilt subject area with your new custom subject area.

You create custom subject areas using a step-by-step train process in Application Composer. For more information, see the Oracle Applications Cloud Configuring Applications Using Application Composer guide.