how dexmedia improved decision-making with salesforce & remedyforce
DESCRIPTION
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.htmlTRANSCRIPT
Remedyforce Reporting & TrendingMike Leveiller
Dex Media
@DexMediacom
Exported Data From Remedy Into Excel Data Dump
1 Of 28 Tabs With Pivot Tables
Example Of Charts / Pre- Remedyforce
Problem #No of Incident
Records Description Problem: Owner Role Last Queue
Problem #:00000488 26DOMAIN 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 7Not able to pull SuperVisibility Report attempt to but no info shows SharedApps-Dev-Can Vision
Problem #:00000444 5TRACKING PHONE DESTINATION PHONE UNMAPPED CALLS SharedApps-Dev-Acn Vision
Problem #:00000577 4Phone Track Maintenance not available to reprovision new number SharedApps-Dev-Acn Vision
Problem #:00000876 4Categories on listing ID# 205087073 disappeared when I approved pending transaction over. SharedApps-Dev-Acn Vision
Problem #:00000865 4DS Monthly Report job (sds_m_financial_reports) is running very slow. SharedApps-LOS-Acn Distribution
Problem #:00000859 4Unable 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 4It appears as though the Mobile Website has not been provisioned by gomobi. SharedApps-LOS-Acn Vision
Example Of Charts / Pre- Remedyforce
Salesforce1 displays Remedyforce Charts beautifully…even on mobile devices
Old
New
• 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
Excel Salesforce
Deep Dive
Bucketing
Final Result
Multiple Trending
Backlog
Result
Step 1: Age in Days
13 Months
Customized
Step 2: The Report
Step 3: The Report
Step 4: Grouping the dates
Step 5: Verify all Groups
Final Report
Final Result
24
Questions
