Lab  Guide  

Performance  Analytics  301:  

Visualizing  Hierarchical  Data    

 

Robert  Ninness  &  Pieter  Goris  

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Lab  Goal  
This  lab  explains  the  technique  of  using  a  rollup  script  to  roll  up  scores  to  
Lab  1.1  
parent  breakdown  elements.   Breakdown  
 
  Rollups  
 

Create  a  Partner  Breakdown  Source  

1. Navigate  to  Performance  Analytics  >  Sources  >  Breakdown  Sources.  

2. Click  New.  

3. Set  the  Name  to  Partners.  

4. Choose  the  Account  [customer_account]  Facts  table.    

5. Choose  the  Sys  ID  Field.  

6. Add  the  following  Condition:  

 

Partner  –  is  –  true  

 

 
7. Submit  the  form.  

Create  a  Partner  Breakdown  

1. Navigate  to  Performance  Analytics  >  Breakdowns  >  Automated  Breakdowns.  

2. Click  New.  

3. Set  the  name  to  Partner.  

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4. Choose  the  Partners  Breakdown  Source.  

 

 
5. Save  the  form.  

6. Scroll  down  and  click  the  Indicators  related  list.  

7. Click  Edit.  

8. Add  the  following  Indicators  to  the  list:  

 

Average  age  open  cases  

Number  of  new  cases  
Number  of  open  cases  
Number  of  open  cases  in  the  last  5  days  
Summed  age  of  open  cases  

 
9. Click  Save.  

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Create  a  Rollup  Script  

1. Navigate  to  Performance  Analytics  >  Automation  >  Scripts.  

2. Click  New.  

3. Set  the  name  to  Partner.Rollup  

4. Select  the  Case  [sn_customerservice_case]  Facts  table.  

 

 
5. Choose  the  Partner  Field.  
 

 
 

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6. Fill  in  the  script  field  with  the  following  code:  

var partners = [];

var partner = current.partner;
while (partner) {
partners.push(partner);

var gr = new GlideRecord('customer_account');

gr.get(partner);
partner = gr.getValue('account_parent');
}
partners;

7. Click  Submit.  

Use  the  Rollup  Script  in  a  Breakdown  Mapping  

1. Navigate  to  Performance  Analytics  >  Breakdowns  >  Automated  Breakdowns.  

2. Open  the  Partner  breakdown.  

3. Scroll  to  the  Breakdown  Mappings  related  list.  

4. Click  New.  

5. Choose  the  Case  [sn_customerservice_case]  Facts  table.  

 

 
6. Check  the  Scripted  box.  

7. Select  the  Partner.Rollup  Script.  

 

 
8. Click  Submit.  

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Progress  Report  
1. Navigate  to  Lab  Management  >  Report  Lab  Progress.  

2. Click  I  am  done!  

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Lab  Goal  
This  lab  explains  how  to  create  breakdown  relations  to  easily  navigate   Lab  2.1  
between  related  breakdown  elements  in  a  data  hierarchy.  
Breakdown  
 
 
Relations  
 

Create  a  Child  Breakdown  Relation  

1. Navigate  to  Performance  Analytics  >  Breakdowns  >  Breakdown  Relations.  

2. Click  New.  

3. Enter  the  name  Child  Partners.  

 

 
4. Choose  the  Partner  Breakdown.  

5. Again  choose  Partner  for  the  2nd  Breakdown  field.  

 

 
6. Select  the  Account  [customer_account]  Table.  
 

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7. Select  the  Parent  Account  Breakdown  field.  

 

 
8. Select  the  Sys  ID  Related  breakdown  field.  
 

 
9. Create  the  following  Conditions  Partner  –  is  –  true.  
 

 
10. Set  Order  to  1.  

11. Submit  the  form.  

Create  a  Parent  Breakdown  Relation  

1. Navigate  to  Performance  Analytics  >  Breakdowns  >  Breakdown  Relations.  

2. Click  New.  

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3. Enter  the  name  Parent  Partner.      

 

 
4. Choose  the  Partner  Breakdown.  

5. Again  choose  Partner  for  the  2nd  Breakdown  field.  

 

 
6. Select  the  Account  [customer_account]  Table.  
 

 
7. Select  the  Sys  ID  Breakdown  field.  
 

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8. Select  the  Parent  Account  Related  breakdown  field.  

 

 
9. Create  the  following  Conditions  Partner  –  is  –  true.  
 

 
10. Set  Order  to  2.  

11. Submit  the  form.  

Create  a  Breakdown  Relation  Between  two  Different  Breakdowns  

1. Navigate  to  Performance  Analytics  >  Breakdowns  >  Breakdown  Relations.  

2. Click  New.  

3. Enter  the  name  Entitlements.  

4. Choose  the  Contract  Breakdown.  

 

 
5. Choose  Entitlement  for  the  2nd  Breakdown.  
 

 
6. Select  the  Entitlement  [service_entitlement]  Table.  
 

 
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7. Select  the  Contract  Breakdown  field.  

 

 
8. Select  the  Sys  ID  Related  breakdown  field.  
 

 
9. Submit  the  form.  

Progress  Report  
1. Navigate  to  Lab  Management  >  Report  Lab  Progress.  

2. Click  I  am  done!  

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Lab  Goal  
This  lab  explains  how  to  create  breakdown  exclusions,  and  how  they  can   Lab  3.1  
help  reduce  the  number  of  scores  collected  during  a  data  collection.    
Breakdown  
 
 
Exclusions  
 
 
 

Enable  the  Breakdown  Matrix  

1. Navigate  to  Performance  Analytics  >  Indicators  >  Automated  Indicators.  

2. Open  the  Number  of  open  cases  indicator.  

3. Click  the  Collect  breakdown  matrix  form  tab.  

4. Check  Collect  breakdown  matrix.  

 

 
5. Save  the  form.  

   

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Create  a  Breakdown  Exclusion  

1. Scroll  down  and  click  the  Breakdown  matrix  exclusions  related  list.  

2. Click  New.  
 

 
3. Choose  the  Contract  Breakdown.  
 

 
4. Choose  the  Entitlement  2nd  Breakdown.  
 

 
5. Submit  the  form.  

Progress  Report  
1. Navigate  to  Lab  Management  >  Report  Lab  Progress.  

2. Click  I  am  done!  

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Lab  Goal  
This  lab  explains  how  to  collect  historical  data  and  verify  the  breakdown   Lab  4.1  
rollup  and  breakdown  relations  have  been  set  up  correctly.  
Data  
 
 
Collection  
 

Run  the  Data  Collector  Job  

1. Navigate  to  Performance  Analytics  >  Data  Collector  >  Jobs.  

2. Open  the  Customer  Service  Historic  Scheduled  Data  Collection.  

3. Click  Execute  Now.  

Verify  Partner  Breakdown  Rollup    

1. Navigate  to  Performance  Analytics  >  Scorecards.  

2. Open  the  Number  of  open  cases  scorecard.  

3. Click  the  Breakdowns  tab.  

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4. Select  the  Partner  breakdown.  

 
5. Verify  that  the  parent  partner  elements  have  successfully  been  attributed  the  sum  of  their  
child  elements.  Score  values  may  differ  based  on  demo  data.  

Verify  Breakdown  Relations  

1. Navigate  to  Performance  Analytics  >  Scorecards.    

2. Open  the  Number  of  open  cases  scorecard.  

3. Click  on  the  Breakdowns  tab.  

4. Select  the  Partner  breakdown  from  the  breakdown  select  box.  

5. Open  the  ACME  Station  Services  breakdown.  

 
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6. Again  click  on  the  Breakdowns  tab.  

7. Open  the  breakdowns  select  box.  

8. Confirm  that  the  two  Breakdown  Relations  created  in  Lab  2  are  available:  

Child  Partners  
Parent  Partners  

 
9. Click  on  Child  Partners.  

10. Confirm  that  the  breakdowns  displayed  are:  

ACME  Fencing  
ACME  Irrigation    

11. Open  the  breakdown  select  box.  

12. Click  on  Parent  Partners.  

13. Confirm  that  the  breakdown  displayed  is:  

ACME  Station  Services  

Progress  Report  
1. Navigate  to  Lab  Management  >  Report  Lab  Progress.  

2. Click  I  am  done!  

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Lab  Goal  
Create  a  workbench  widget  to  monitor  your  partner  workload  and   Lab  5.1  
analyze  the  relationships  they  have  to  your  Customer  Service  cases.  
Workbench  
 
 
Widgets  
 

Create  a  Breakdown  Dashboard  

1. Navigate  to  Performance  Analytics  >  Dashboards.  

2. Click  on  the   symbol  to  the  left  of  the  dashboard  picker.  
 

 
3. Set  the  name  to  Partner  Workbench.  

4. Choose  the  Customer  Service  Group.  

5. Set  the  Order  to  2.  

6. Check  the  No  tabs  field.  

7. Click  Submit.  

8. Open  the  Dashboard  settings  menu.  

 

 
9. Click  Modify.  
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10. Scroll  to  the  Breakdown  Source  Related  list  and  click  Edit.  

11. Add  the  Accounts  breakdown  source.  

 

 
12. Click  Save.  

13. Close  the  dialog  box.  

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Create  a  Partner  Workbench  Widget  

1. Select  Performance  Analytics  from  the  Add  Widgets  content  drop-­‐down  list.  
 

 
2. Click  Workbench.  
 

 
3. Click  #New  Workbench.  
 

 
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4. Click  Add.  

5. In  the  new  widget  stub,  click  Click  here  to  configure  the  new  widget.  
 

 
6. Set  the  name  to  Partner  Workbench.  

7. Save  the  form.  

Add  a  Main  Widget  Indicator  

1. Scroll  to  the  Main  Widget  Indicators  related  list.  

2. Click  New.  
 

 
3. Choose  the  Number  of  open  cases  Indicator.  

4. Choose  the  Partner  Breakdown.  

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5. Choose  the  Element  ACME  Sheep  Shearing.    

 

 
6. Check  Follow  element.  

7. Set  the  Order  to  1.  

8. Set  the  Label  to  ACME  Sheep  Shearing.  

9. Save  the  form.  

Add  Supporting  Widget  Indicators  

1. Scroll  to  the  Supporting  Widget  Indicators  related  list.  

2. Click  New.  
 

 
3. Choose  the  Average  age  open  cases  indicator.  

4. Choose  the  Partner  breakdown.  

5. Choose  the  Element  ACME  Sheep  Shearing.  

 

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6. Check  Follow  element.  

7. Set  the  Order  to  1.  

8. Save  the  form.  

Add  Another  Supporting  Widget  Indicator  

1. Change  the  Indicator  to  Number  of  open  cases  not  updated  in  the  last  5  days.  

2. Select  the  Partner  breakdown.  

3. Select  the  Element  ACME  Sheep  Shearing.  

 

 
4. Check  Follow  element.  

5. Set  the  Order  to  2.  

6. Set  the  Label  to  #  not  update  in  5  days.  

7. Right-­‐click  the  form  header.  

8. Click  Insert.  

Add  the  Remaining  Partner  Elements  as  Main  Widget  Indicators  

1. The  Number  of  open  cases  Main  Indicator  form  should  display.  If  not,  open  Partner  
Workbench  widget  and  then  navigate  to  the  Number  of  open  cases  Main  Indicator  from  the  
related  list.  

2. Change  the  Element  to  ACME  Irrigation.  

3. Open  the  form  context  menu.  

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4. Click  Insert  and  stay.  

 

 
5. Follow  the  steps  in  the  Add  Supporting  Widget  Indicators  and  Add  Another  Supporting  
Indicator  sections,  this  time  choosing  the  ACME  Irrigation  Element.  

6. Repeat  this  section  (Add  the  Remaining  Partners)  for  each  of  the  following  Partner  elements:  
 

ACME  Fencing  
ACME  Stockhands  
ACME  Feed  &  Fodder  
 

Each  time  use  the  same  Partner  breakdown  element  for  the  Main  Widget  Indicator  and  
Supporting  Widget  Indicators.  

Progress  Report  
1. Navigate  to  Lab  Management  >  Report  Lab  Progress.  

2. Click  I  am  done!  

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Lab  Goal  
This  lab  explains  how  to  create  report  drill  downs  to  navigate  through  a   Lab  6.1  
data  hierarchy.    
Report  
 
 
Drilldown  
 

Create  the  Base  Report  

1. Navigate  to  Performance  Analytics  >  Dashboards.  

2. Select  the  Open  Cases  dashboard.  

 

 
3. Click  Edit.  
 

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4. Select  Reports  form  the  Add  Widgets  content  drop-­‐  down  list.  
 

 
5. Click  #New  Report.  
 

 
6. Click  Add.  

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7. In  the  new  widget  stub;  click  Click  here  to  configure  the  new  widget.  
 

 
8. Set  the  report  title  to  Open  cases.  

9. Choose  the  Case  [sn_customer_case]  Table.  

10. Select  Horizontal  bar  as  the  Type.  

11. Group  the  data  by  Account.  

 

 
12. Add  the  following  Filter:  
 

Closed  –  is  empty  

or  
Closed  –  after  –  Today  
 

 
13. Click  Save.  

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Drilldown  to  Open  Cases  by  Partner  

1. Open  the  report  context  menu.  

2. Click  Report  drilldown.  

 

 
3. Set  the  Title  to  Open  cases  by  partner.  

4. Choose  a  type  of  Horizontal  bar.  

5. Group  by  Partner.  

 

 
6. Click  Save.  

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Drilldown  to  Open  Cases  by  Asset  Type  

1. Click  on  the  New  drilldown  tab.  

2. Set  the  Title  to  Open  cases  by  asset  type.  

3. Choose  a  type  of  Pie.  

4. Group  by  Asset.Model  category.  

 

 
 

   
5. Click  Save.    

   

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Drilldown  to  Open  Cases  by  Location    

1. Click  on  the  New  drilldown  tab.  

2. Set  the  Title  to  Open  cases  by  location.  

3. Choose  a  type  of  Map.  

4. Select  the  Cases  by  pasture  Map  data.  

5. Set  the  Station  Pasture  Map.  

 
6. Click  Save.    

Progress  Report  
1. Navigate  to  Lab  Management  >  Report  Lab  Progress.  

2. Click  I  am  done!  

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Lab  Goal  
Interactive  filters  are  a  great  way  to  instantly  see  a  different  dimension   Lab  7.1  
of  your  data.  When  interpreting  hierarchal  data,  interactive  filters  help  
you  quickly  filter  out  unwanted  paths  so  you  can  spot  hidden  data   Interactive  
relationships.   Filters  
 
 

Create  a  New  Interactive  Filter  

1. Navigate  to  Reports  >  Administration  >  Interactive  Filters.  

2. Click  New.  

3. Choose  the  Reference  option  to  Filter  on.  

 

 
4. Name  this  filter  Accounts.  

5. Select  the  Account  [customer_account]  table.  

6. Add  the  following  Filter:  

 

Customer  –  is  –  true    

 

 
7. Save  the  form.  
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8. Scroll  to  the  Interactive  Filter  References  related  list.  

9. Click  New.  
 

Switch  to  the  Customer  Service  Application  Scope  

1. While  still  on  the  new  Interactive  Filter  Reference  form:  

2. Open  up  the  System  Settings  dialogue.  

 

 
3. Click  the  Developer  tab.  
 

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4. In  the  Application  select  box,  choose  Customer  Service.  

 

 
5. Close  the  System  Settings  dialogue.  
 

 
6. Choose  Case  [sn_customerservice_case].  
 

 
7. Choose  the  Account  Reference  field.  
 

 
8. Click  Submit.  

9. Open  the  System  Settings  dialog  again.  

10. Click  on  the  Developer  tab.    

11. Change  the  Application  back  to  global.  

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Add  the  Accounts  Interactive  Filter  to  the  Open  Cases  Dashboard  
1. Navigate  to  Performance  Analytics  >  Dashboards.  

2. Open  the  Open  Cases  dashboard.  

3. Click  Edit.  

4. Click  on  the  +  symbol  to  open  the  Add  Widgets  pane.  

 
5. Select  Interactive  Filters  from  the  Add  Widgets  content  drop-­‐down  list.  
 

 
6. Choose  Reference.  
 

 
7. Click  on  the  Accounts  Interactive  Filter.  

8. Click  Add.  

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Configure  the  Accounts  Breakdown  to  Act  as  an  Interactive  Filter  
1. Open  the  Dashboard  settings  menu.  

2. Click  Modify.  

3. Scroll  to  the  Breakdown  Source  related  list.  

4. Open  the  Accounts  Dashboard  Breakdown  source  record.  

 

 
5. Choose  the  Accounts  interactive  filter  from  the  Act  as  filter  field.  
 

 
6. Click  Update.    

7. Close  the  dialogue.  

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