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5 CONTENTS Preface Introduction... xi MicroStrategy evaluation products...xi Description of guide... xiii About this book...xv Additional formats...xv How to find business scenarios and examples...xv Prerequisites...xvi Who should use this guide?...xvi Resources... xvii Documentation... xvii Education...xxv Consulting... xxvi International support... xxvi Technical Support... xxvi Feedback...xxx 1. Business Intelligence and the MicroStrategy Platform Introduction... 1 Introduction to business intelligence... 1 Leading national bank... 2 Vehicle fleet management service... 2 Other business intelligence applications... 2 Business intelligence trends... 3 MicroStrategy product overview... 8 MicroStrategy Intelligence Server... 8 MicroStrategy Desktop... 9 MicroStrategy Web and MicroStrategy Web Universal MicroStrategy, Inc. v
6 Contents Introduction to MicroStrategy MicroStrategy Office MicroStrategy Architect Audit, manage, and migrate changes from one environment to another MicroStrategy SDK MicroStrategy technical architecture Data layer Report servers Interactive reporting and analysis Information delivery and alerting Design and administration Integration and customization Recommended Evaluation Process for the MicroStrategy Platform Introduction Checklist for evaluating MicroStrategy Installing the MicroStrategy Evaluation Edition Introduction MicroStrategy Evaluation Edition system requirements Hardware requirements Software requirements Prerequisites for installation Installing the MicroStrategy Evaluation Edition Installing MicroStrategy with the MicroStrategy Installation Wizard Beginning the evaluation Activating the Evaluation Edition at a later time Requesting an activation code at a later time Activating your installation at a later time Verifying your installation Uninstalling MicroStrategy components Uninstalling MicroStrategy Office Modifying or repairing MicroStrategy components Viewing Reports in MicroStrategy Desktop MicroStrategy Desktop Evaluation Introduction Getting started with your Desktop evaluation vi 2011 MicroStrategy, Inc.
7 Introduction to MicroStrategy Contents Prerequisites Table of features Logging in to MicroStrategy Desktop Getting started with reports and documents Category Performance Dashboard Category Sales and Profit Performance Category Sales Report Predictive Dashboard for Churn Risk Analysis Inventory by Subcategory Exploring additional reports and documents Enterprise Reporting Documents Creating your own reports Next steps in the evaluation Learning about report design and application development Learning about application objects in the Business Abstraction layer Learning about schema objects in the Schema layer Reviewing hierarchies System administration Viewing Reports in a Web Browser MicroStrategy Web Evaluation Introduction Getting started Prerequisites Evaluation features Logging in to MicroStrategy Web Getting started with reports Category Performance Dashboard Category Sales and Profit Performance Category Sales Report Predictive Dashboard for Churn Risk Analysis Inventory by Subcategory Delivering reports Immediate Delivery: Sending a report via Automated Delivery: Receiving reports regularly via Automated Delivery: Automatically archiving reports Subscribing to reports to view on a mobile device Exploring additional reports MicroStrategy, Inc. vii
8 Contents Introduction to MicroStrategy Creating your own report Next steps in the evaluation Viewing Reports in Microsoft Excel, PowerPoint, and Word MicroStrategy Office Evaluation Introduction Prerequisites Beginning the MicroStrategy Office evaluation for Microsoft Excel Performing one-click refresh of multiple reports Navigating to Next Steps Adding reports to Excel Beginning the MicroStrategy Office evaluation for Microsoft PowerPoint Performing one-click refresh of multiple reports Navigating to Next steps Adding reports to PowerPoint Beginning the MicroStrategy Office evaluation for Microsoft Word Performing one-click refresh of multiple reports Navigating to Next Steps Adding reports to Word Viewing Reports on a Mobile Device MicroStrategy Mobile Evaluation Introduction Prerequisites Beginning the MicroStrategy Mobile evaluation Evaluating MicroStrategy Mobile on an iphone Downloading and configuring MicroStrategy Mobile on an iphone Getting started viewing reports on an iphone Evaluating additional reports and dashboards Evaluating predesigned apps built in MicroStrategy Next steps in the evaluation process Evaluating MicroStrategy Mobile on a BlackBerry Installing and configuring MicroStrategy Mobile on your BlackBerry Getting started viewing reports and documents on a BlackBerry viii 2011 MicroStrategy, Inc.
9 Introduction to MicroStrategy Contents Next steps in the evaluation process Delivering Reports MicroStrategy Distribution Services Evaluation Introduction Administering report delivery About transmitters About devices About contacts Evaluating Distribution Services Next steps in the evaluation process Building a Reporting Application MicroStrategy Architect Evaluation Introduction About MicroStrategy Architect Evaluating projects and their objects Starting MicroStrategy Architect Building the schema layer using Architect Building the business abstraction layer using Desktop Building the reporting layer using Desktop Next steps in the evaluation process Viewing Business Intelligence Applications Analytics Modules Evaluation Introduction Benefits of Analytics Modules The Human Resources Analysis Module Viewing reports in a web browser Exploring other Analytics Modules in MicroStrategy Web Viewing reports in MicroStrategy Desktop Exploring other Analytics Modules in MicroStrategy Desktop Additional Analytics Modules Customer Analysis Module Financial Reporting Analysis Module Sales Force Analysis Module Sales and Distribution Analysis Module Analytics Modules components MicroStrategy, Inc. ix
10 Contents Introduction to MicroStrategy 11. Enhancing your Project and Creating Documents Next Steps Introduction Enhancing your project Creating documents Creating a basic document with the Document Wizard Refining a document using the Document Editor A. Troubleshooting the Evaluation Edition Introduction Troubleshooting installation and configuration of the evaluation Using the installation log file Next button grayed out on Customer Information screen Missing Requirements screen opens Troubleshooting the MicroStrategy Desktop evaluation Link on Welcome screen is not active Cannot log in Troubleshooting the MicroStrategy Web evaluation Link on Welcome screen is not active MicroStrategy Web page cannot be displayed MicroStrategy Web is running, but there are no projects Troubleshooting the MicroStrategy Office evaluation Links on Welcome screen are not active There is no MicroStrategy Office toolbar Troubleshooting the MicroStrategy Mobile evaluation Link on Welcome screen is not active Login and password information required Troubleshooting the MicroStrategy Architect evaluation Link on Welcome screen is not active Glossary Index x 2011 MicroStrategy, Inc.
11 PREFACE Introduction Thank you for your interest in MicroStrategy 9 Industrial-Strength Business Intelligence. This manual provides you with all the information you need for a successful evaluation of MicroStrategy 9. If you are new to MicroStrategy or to business intelligence applications in general and want to learn more about the MicroStrategy platform and what it can do for you, see Introduction to business intelligence, page 1. This guide introduces you to a variety of products that represent the full functionality of the MicroStrategy platform. For a line-by-line feature comparison and details about specific features included in each product, see the following MicroStrategy website: MicroStrategy evaluation products All MicroStrategy evaluation products provide access to fully functional versions of the award-winning MicroStrategy business intelligence reporting features. The evaluations provide a special interface that walks you through a step-by-step experience. The evaluations make use of the specially designed 2011 MicroStrategy, Inc. MicroStrategy evaluation products xi
12 Preface Introduction to MicroStrategy MicroStrategy Tutorial BI application and its sample data, sample reports, and other sample reporting objects. MicroStrategy offers the following evaluation products: MicroStrategy Evaluation Edition software: This evaluation software provides an evaluation of MicroStrategy functionality in a Microsoft Windows environment. This evaluation software is available from MicroStrategy, Inc. and can be downloaded free from: This evaluation software is designed to be used in a Windows environment. For detailed instructions for this evaluation software, use the Introduction to MicroStrategy: Evaluation Guide. MicroStrategy Evaluation Edition Virtual Appliance: This evaluation software comes pre-installed on a virtual appliance from VMware, Inc. The virtual appliance provides an evaluation of MicroStrategy functionality on a Red Hat Enterprise Linux operating system. By providing the evaluation software installed on a virtual appliance, this evaluation can be experienced in either a Windows or Linux environment. This evaluation software installed on a virtual appliance is available from MicroStrategy, Inc. and can be downloaded free from: This evaluation software is designed to be used in either a Windows environment or a Linux environment, as long as the environment can support VMware software. For detailed instructions for this evaluation software and the virtual appliance it is installed on, use the Evaluate MicroStrategy for Linux: In a Windows or Linux Environment with the MicroStrategy Evaluation Edition Virtual Appliance Guide. MicroStrategy SDK Evaluation for SIs, VARs, and OEMs: Many MicroStrategy customers want the power and sophistication of the MicroStrategy platform but have specific requirements that require a customized solution. For example, you may want to create an application that is consistent with your corporate standards, or you may want to embed MicroStrategy functionality into your existing systems. You may even want to build and resell MicroStrategy-based products or xii MicroStrategy evaluation products 2011 MicroStrategy, Inc.
13 Introduction to MicroStrategy Preface applications suited to particular industries. All of these types of customizations are possible using the MicroStrategy Software Development Kit (SDK). To evaluate the MicroStrategy SDK, contact your MicroStrategy Account Executive or MicroStrategy directly at To experience the SDK evaluation, see the MicroStrategy Developer Library (MSDL) section called What Can You Do With The MicroStrategy SDK. The MSDL is part of the SDK product. Description of guide This guide walks you through the evaluation process by providing: An outline of the overall, recommended evaluation process. Steps to install and configure the Evaluation Edition. The purpose of each of the MicroStrategy platform products and steps to learn key functionality of each product using the MicroStrategy Tutorial sample project. Steps on how to create your own simple reporting applications. Information on how you can evaluate the Analytics Modules. Additional MicroStrategy resources with which you can perform a wide range of business intelligence tasks. Information on what you need to do to embed or resell MicroStrategy technology in your own applications. The chapters provide the following information: Chapter 1, Business Intelligence and the MicroStrategy Platform, discusses the business intelligence market and trends. It also provides a technically detailed description of the MicroStrategy platform, the products that it contains, and the interactions between them. Chapter 2, Recommended Evaluation Process for the MicroStrategy Platform, provides a short, high-level overview of the evaluation process. Chapter 3, Installing the MicroStrategy Evaluation Edition, walks you through the installation and configuration procedures for the MicroStrategy Evaluation Edition MicroStrategy, Inc. Description of guide xiii
14 Preface Introduction to MicroStrategy Chapter 4, Viewing Reports in MicroStrategy Desktop, introduces you to MicroStrategy Desktop, a product that lets you create projects and design reports and documents. Chapter 5, Viewing Reports in a Web Browser, introduces you to MicroStrategy Web, a product that provides query and reporting functionality using a browser. Chapter 6, Viewing Reports in Microsoft Excel, PowerPoint, and Word, introduces you to MicroStrategy Office, which lets you integrate MicroStrategy with Microsoft Office products like Excel, PowerPoint, and Word. You can execute MicroStrategy reports and documents directly from the Microsoft Office applications. Chapter 7, Viewing Reports on a Mobile Device, introduces you to MicroStrategy Mobile, a product which allows you to receive reports and documents on your Apple iphone, ipad, or BlackBerry smartphone and analyze the data. Chapter 8, Delivering Reports, introduces you to MicroStrategy Distribution Services, which performs high-volume and high-efficiency distribution of reports, documents, and dashboards with low administrative overhead. Chapter 9, Building a Reporting Application, shows you the process of creating your own business intelligence application based on the MicroStrategy Tutorial sample project. You learn how to create some of the functionality explored in other chapters of this guide. Chapter 10, Viewing Business Intelligence Applications, describes how you can use Analytics Modules to add best-of-breed analytics to your existing data warehouses without needing to build or standardize on a vendor-specified data model or warehouse schema. Chapter 11, Enhancing your Project and Creating Documents, provides some guidance about what to do after you have completed the evaluation; where to learn how to build applications using your own data; where to learn how to configure a larger, production-ready environment; and so on. Appendix A, Troubleshooting the Evaluation Edition, helps you troubleshoot issues you may encounter while working with the Evaluation Edition. xiv Description of guide 2011 MicroStrategy, Inc.
15 Introduction to MicroStrategy Preface About this book This book is divided into chapters and reference appendices. Each chapter begins with a brief overview of the chapter s content. The following sections provide the location of examples, list prerequisites for using this book, and describe the user roles the information in this book was designed for. Dates in the MicroStrategy Tutorial project are updated to reflect the current year. The sample documents and images in this guide, as well as the procedures, were created with dates that may no longer be available in the Tutorial project. Replace them with the first year of data in your Tutorial project. Additional formats This book is also available as an electronic publication in the Apple ibookstore, and can be read on an iphone or ipad with the ibooks app installed. To download this book, search for the book s title in the ibookstore search bar, or scan the QR code below using your device's camera. How to find business scenarios and examples For examples of reports and reporting functionality, see the MicroStrategy Tutorial sample project, which includes MicroStrategy s sample warehouse, metadata, and project. Information about accessing the MicroStrategy Tutorial project can be found in Viewing Reports in MicroStrategy Desktop, page 47 of this guide. For complete details on every object in the Tutorial project, see the MicroStrategy Project Design Guide (see Resources, page xvii.) 2011 MicroStrategy, Inc. About this book xv
16 Preface Introduction to MicroStrategy Additional examples of basic report analysis and functionality, with detailed explanations, can be found in the MicroStrategy Basic Reporting Guide. Detailed examples of advanced reporting functionality can be found in the MicroStrategy Advanced Reporting Guide. Other examples in this book use the Analytics Modules, which include a set of precreated sample reports, each from a different business area. Sample reports present data for analysis in such business areas as financial reporting, human resources, and customer analysis. Prerequisites This manual is written with the assumption that you understand standard Microsoft Windows terminology and usage, such as using a mouse, opening a menu, selecting options in a dialog box, and so on. Knowledge of relational databases and data modeling is helpful, depending on the depth of the evaluation experience you intend to explore. Who should use this guide? The MicroStrategy Evaluation Edition software is for first-time users who would like to evaluate the MicroStrategy platform for their business intelligence needs. Anyone who is interested in evaluating and using the MicroStrategy platform can use this guide to learn about the products in the platform and use evaluations that demonstrate their functionality. Audiences include: Administrators who install and configure information technology (IT) systems, define users and user groups, and assign login accounts and privileges. They typically monitor, analyze, and tune the systems to ensure the smooth and balanced operation of the IT environments. Project designers who are familiar with the application model and functionality of system tools, and access the business intelligence environment on a daily basis. They create and update the system objects. Knowledge analysts who access the business intelligence systems and may slice and dice, manipulate, and format the information to further their business intelligence needs. xvi About this book 2011 MicroStrategy, Inc.
17 Introduction to MicroStrategy Preface Application developers who build customized applications that reflect enterprise-wide IT requirements. Resources Documentation MicroStrategy provides both manuals and online help; these two information sources provide different types of information, as described below: Manuals: In general, MicroStrategy manuals provide: Introductory information and concepts Examples and images Checklists and high-level procedures to get started The steps to access the manuals are described in Accessing manuals and other documentation sources, page xxiii. Most of these manuals are also available printed in a bound, soft cover format. To purchase printed manuals, contact your MicroStrategy account executive or Help: In general, MicroStrategy help provides: Detailed steps to perform procedures Due Descriptions of each option on every software screen to translation time, manuals in languages other than English may contain information that is one or more releases behind. You can see the version number on the title page of each manual. For the most up-to-date translations, refer to the MicroStrategy Knowledge Base. MicroStrategy overview and evaluation Introduction to MicroStrategy: Evaluation Guide Instructions for installing, configuring, and using the MicroStrategy Evaluation Edition of the software. This guide also includes a detailed, step-by-step evaluation process of MicroStrategy features, where you 2011 MicroStrategy, Inc. Resources xvii
18 Preface Introduction to MicroStrategy perform reporting with the MicroStrategy Tutorial project and its sample business data. MicroStrategy Evaluation Edition Quick Start Guide Overview of the installation and evaluation process, and additional resources. Evaluate MicroStrategy for Linux Guide: In a Windows or Linux Environment with the MicroStrategy Evaluation Edition Virtual Appliance Evaluate MicroStrategy for Linux, in a Microsoft Windows or Linux environment, with the MicroStrategy Evaluation Edition Virtual Appliance. This guide provides all details to download, activate, and evaluate MicroStrategy software running in a Linux environment. MicroStrategy Reporting Suite: Quick Start Guide Evaluate MicroStrategy as a departmental solution. Provides detailed information to download, install, configure, and use the MicroStrategy Reporting Suite. MicroStrategy Mobile Suite: Quick Start Guide Evaluate MicroStrategy Mobile as a departmental solution. Provides detailed information to download, install, configure, and use the MicroStrategy Mobile Suite. Manuals for query, reporting, and analysis MicroStrategy Installation and Configuration Guide Information to install and configure MicroStrategy products on Windows, UNIX, Linux, and HP platforms, as well as basic maintenance guidelines. MicroStrategy Upgrade Guide Instructions to upgrade existing MicroStrategy products. MicroStrategy Project Design Guide Information to create and modify MicroStrategy projects, and understand facts, attributes, hierarchies, transformations, advanced schemas, and project optimization. xviii Resources 2011 MicroStrategy, Inc.
19 Introduction to MicroStrategy Preface MicroStrategy Basic Reporting Guide Instructions to get started with MicroStrategy Desktop and MicroStrategy Web, and how to analyze data in a report. Includes the basics for creating reports, metrics, filters, and prompts. MicroStrategy Advanced Reporting Guide: Enhancing Your Business Intelligence Application Instructions for advanced topics in the MicroStrategy system, building on information in the Basic Reporting Guide. Topics include reports, Freeform SQL reports, Query Builder reports, filters, metrics, Data Mining Services, custom groups, consolidations, and prompts. MicroStrategy Report Services Document Analysis Guide: Analyzing Data with Report Services Documents Instructions for a business analyst to execute and analyze a document in MicroStrategy Desktop and MicroStrategy Web, building on basic concepts about projects and reports presented in the MicroStrategy Basic Reporting Guide. MicroStrategy Report Services Document Creation Guide: Creating Boardroom Quality Documents Instructions to design and create Report Services documents, building on information in the MicroStrategy Report Services Document Analysis Guide. MicroStrategy OLAP Services Guide Information on MicroStrategy OLAP Services, which is an extension of MicroStrategy Intelligence Server. OLAP Services features include Intelligent Cubes, derived metrics, derived elements, dynamic aggregation, view filters, and dynamic sourcing. MicroStrategy Office User Guide Instructions for using MicroStrategy Office to work with MicroStrategy reports and documents in Microsoft Excel, PowerPoint, Word, and Outlook, to analyze, format, and distribute business data. MicroStrategy Mobile Analysis Guide: Analyzing Data with MicroStrategy Mobile Information and instructions for using MicroStrategy Mobile to view and analyze data, and perform other business tasks with MicroStrategy reports and documents on a mobile device MicroStrategy, Inc. Resources xix
20 Preface Introduction to MicroStrategy MicroStrategy Mobile Design and Administration Guide: A Platform for Mobile Intelligence Information and instructions to install and configure MicroStrategy Mobile, as well as instructions for a designer working in MicroStrategy Desktop or MicroStrategy Web to create effective reports and documents for use with MicroStrategy Mobile. MicroStrategy System Administration Guide: Tuning, Monitoring, and Troubleshooting your MicroStrategy Business Intelligence System Concepts and high-level steps to implement, deploy, maintain, tune, and troubleshoot a MicroStrategy business intelligence system. MicroStrategy Supplemental Reference for System Administration: VLDB Properties, Internationalization, User Privileges, and other Supplemental Information for Administrators Information and instructions for MicroStrategy administrative tasks such as configuring VLDB properties and defining data and metadata internationalization, and reference material for other administrative tasks. MicroStrategy Functions Reference Function syntax and formula components; instructions to use functions in metrics, filters, attribute forms; examples of functions in business scenarios. MicroStrategy MDX Cube Reporting Guide Information to integrate MicroStrategy with MDX cube sources. You can integrate data from MDX cube sources into your MicroStrategy projects and applications. Manuals for Analytics Modules Analytics Modules Installation and Porting Guide Customer Analysis Module Reference Sales Force Analysis Module Reference Financial Reporting Analysis Module Reference Sales and Distribution Analysis Module Reference Human Resources Analysis Module Reference xx Resources 2011 MicroStrategy, Inc.
21 Introduction to MicroStrategy Preface Manuals for Narrowcast Services products MicroStrategy Narrowcast Server Getting Started Guide Instructions to work with the tutorial to learn Narrowcast Server interfaces and features. MicroStrategy Narrowcast Server Installation and Configuration Guide Information to install and configure Narrowcast Server. MicroStrategy Narrowcast Server Application Designer Guide Fundamentals of designing Narrowcast Server applications. MicroStrategy Narrowcast Server System Administrator Guide Concepts and high-level steps to implement, maintain, tune, and troubleshoot Narrowcast Server. MicroStrategy Narrowcast Server Upgrade Guide Instructions to upgrade an existing Narrowcast Server. Software Development Kits MicroStrategy Developer Library (MSDL) Information to understand the MicroStrategy SDK, including details about architecture, object models, customization scenarios, code samples, and so on. MicroStrategy Web SDK The Web SDK is available in the MicroStrategy Developer Library, which is sold as part of the MicroStrategy SDK. Narrowcast Server SDK Guide Instructions to customize Narrowcast Server functionality, integrate Narrowcast Server with other systems, and embed Narrowcast Server functionality within other applications. Documents the Narrowcast Server Delivery Engine and Subscription Portal APIs, and the Narrowcast Server SPI MicroStrategy, Inc. Resources xxi
22 Preface Introduction to MicroStrategy Documentation for MicroStrategy Portlets Enterprise Portal Integration Help Information to help you implement and deploy MicroStrategy BI within your enterprise portal, including instructions for installing and configuring out-of-the-box MicroStrategy Portlets for several major enterprise portal servers. This resource can be accessed using the MicroStrategy Product Manuals page, as described in Accessing manuals and other documentation sources, page xxiii. Documentation for MicroStrategy GIS Connectors GIS Integration Help Information to help you integrate MicroStrategy with Geospatial Information Systems (GIS), including specific examples for integrating with ESRI mapping services. This resource can be accessed using the MicroStrategy Product Manuals page, as described in Accessing manuals and other documentation sources, page xxiii. Help Each MicroStrategy product includes an integrated help system to complement the various interfaces of the product as well as the tasks that can be accomplished using the product. Some of the MicroStrategy help systems require a web browser to be viewed. For supported web browsers, see the MicroStrategy Readme. MicroStrategy provides several ways to access help: Help button: Use the Help button or? (question mark) icon on most software windows to see help for that window. Help menu: From the Help menu or link at the top of any screen, select MicroStrategy Help to see the table of contents, the Search field, and the index for the help system. xxii Resources 2011 MicroStrategy, Inc.
23 Introduction to MicroStrategy Preface F1 key: Press F1 to see context-sensitive help that describes each option in the software window you are currently viewing. For MicroStrategy Web, MicroStrategy Web Administrator, and MicroStrategy Mobile Server, pressing the F1 key opens the context-sensitive help for the web browser you are using to access these MicroStrategy interfaces. Use the Help menu or? (question mark) icon to access help for these MicroStrategy interfaces. Accessing manuals and other documentation sources The manuals are available from your MicroStrategy disk or the machine where MicroStrategy was installed. Adobe Acrobat Reader is required to view these manuals. If you do not have Acrobat Reader installed on your computer, you can download it from The best place for all users to begin is with the MicroStrategy Basic Reporting Guide. To access the installed manuals and other documentation sources, see the following procedures: To access installed manuals and other documentation sources on Windows, page xxiii To access installed manuals and other documentation sources on UNIX and Linux, page xxiv To access installed manuals and other documentation sources on Windows 1 From the Windows Start menu, choose Programs (or All Programs), MicroStrategy, then Product Manuals. A page opens in your browser showing a list of available manuals in PDF format and other documentation sources. 2 Click the link for the desired manual or other documentation source. 3 If you click the link for the Narrowcast Services SDK Guide, a File Download dialog box opens. This documentation resource must be 2011 MicroStrategy, Inc. Resources xxiii
24 Preface Introduction to MicroStrategy If downloaded. Select Open this file from its current location, and click OK. bookmarks are not visible on the left side of an Acrobat (PDF) manual, from the View menu click Bookmarks and Page. This step varies slightly depending on your version of Adobe Acrobat Reader. To access installed manuals and other documentation sources on UNIX and Linux 1 Within your UNIX or Linux machine, navigate to the directory where you installed MicroStrategy. The default location is /opt/microstrategy, or $HOME/MicroStrategy/install if you do not have write access to /opt/microstrategy. 2 From the MicroStrategy installation directory, open the Documentation folder. 3 Open the Product_Manuals.htm file in a web browser. A page opens in your browser showing a list of available manuals in PDF format and other documentation sources. 4 Click the link for the desired manual or other documentation source. 5 If you click the link for the Narrowcast Services SDK Guide, a File Download dialog box opens. This documentation resource must be downloaded. Select Open this file from its current location, and click OK. If bookmarks are not visible on the left side of an Acrobat (PDF) manual, from the View menu click Bookmarks and Page. This step varies slightly depending on your version of Adobe Acrobat Reader. xxiv Resources 2011 MicroStrategy, Inc.
25 Introduction to MicroStrategy Preface Documentation standards MicroStrategy online help and PDF manuals (available both online and in printed format) use standards to help you identify certain types of content. The following table lists these standards. These standards may differ depending on the language of this manual; some languages have rules that supersede the table below. Type bold italic Courier font Indicates Button names, check boxes, options, lists, and menus that are the focus of actions or part of a list of such GUI elements and their definitions Text to be entered by the user Example: Click Select Warehouse. Example: Type cmdmgr -f scriptfile.scp and press Enter. New terms defined within the text and in the glossary Names of other product manuals When part of a command syntax, indicates variable information to be replaced by the user Example: The aggregation level is the level of calculation for the metric. Example: Type copy c:\filename d:\foldername\filename Calculations Code samples Registry keys Path and file names URLs Messages displayed in the screen Example: Sum(revenue)/number of months. + A keyboard command that calls for the use of more than one key (for example, SHIFT+F1) A note icon indicates helpful information for specific situations. A warning icon alerts you to important information such as potential security risks; these should be read before continuing. Education MicroStrategy Education Services provides a comprehensive curriculum and highly skilled education consultants. Many customers and partners from over 800 different organizations have benefited from MicroStrategy instruction. For a detailed description of education offerings and course curriculums, visit MicroStrategy, Inc. Resources xxv
26 Preface Introduction to MicroStrategy Consulting MicroStrategy Consulting Services provides proven methods for delivering leading-edge technology solutions. Offerings include complex security architecture designs, performance and tuning, project and testing strategies and recommendations, strategic planning, and more. For a detailed description of consulting offerings, visit International support MicroStrategy supports several locales. Support for a locale typically includes native database and operating system support, support for date formats, numeric formats, currency symbols, and availability of translated interfaces and certain documentation. MicroStrategy is certified in homogeneous configurations (where all the components lie in the same locale) in the following languages English (US), French, German, Italian, Japanese, Korean, Portuguese (Brazilian), Spanish, Chinese (Simplified), Chinese (Traditional), Danish, and Swedish. A translated user interface is available in each of the above languages. For information on specific languages supported by individual MicroStrategy system components, see the MicroStrategy readme. MicroStrategy also provides limited support for heterogeneous configurations (where some of the components may lie in different locales). Please contact MicroStrategy Technical Support for more details. A translated user interface is available in each of the above languages. Technical Support If you have questions about a specific MicroStrategy product, you should: 1 Consult the product guides, Help, and readme files. Locations to access each are described above. 2 Consult the MicroStrategy Knowledge Base online at https://resource.microstrategy.com/support. A technical administrator in your organization may be able to help you resolve your issues immediately. xxvi Resources 2011 MicroStrategy, Inc.
27 Introduction to MicroStrategy Preface 3 If the resources listed in the steps above do not provide a solution, contact MicroStrategy Technical Support directly. To ensure the most productive relationship with MicroStrategy Technical Support, review the Policies and Procedures document in your language, posted at Refer to the terms of your purchase agreement to determine the type of support available to you. MicroStrategy Technical Support can be contacted by your company s Support Liaison. A Support Liaison is a person whom your company has designated as a point-of-contact with MicroStrategy s support personnel. All customer inquiries and case communications must come through these named individuals. Your company may designate two employees to serve as their Support Liaisons, and can request to change their Support Liaisons two times per year with prior written notice to MicroStrategy Technical Support. It is recommended that you designate Support Liaisons who have MicroStrategy Administrator privileges. This can eliminate security conflicts and improve case resolution time. When troubleshooting and researching issues, MicroStrategy Technical Support personnel may make recommendations that require administrative privileges within MicroStrategy, or that assume that the designated Support Liaison has a security level that permits them to fully manipulate the MicroStrategy projects and has access to potentially sensitive project data such as security filter definitions. Ensure issues are resolved quickly Before logging a case with MicroStrategy Technical Support, the Support Liaison may follow the steps below to ensure that issues are resolved quickly: 1 Verify that the issue is with MicroStrategy software and not a third party software. 2 Verify that the system is using a currently supported version of MicroStrategy software by checking the Product Support Expiration Schedule at 3 Attempt to reproduce the issue and determine whether it occurs consistently. 4 Minimize the complexity of the system or project object definition to isolate the cause MicroStrategy, Inc. Resources xxvii
28 Preface Introduction to MicroStrategy 5 Determine whether the issue occurs on a local machine or on multiple machines in the customer environment. 6 Discuss the issue with other users by posting a question about the issue on the MicroStrategy Customer Forum at https://resource.microstrategy.com/forum/. The following table shows where, when, and how to contact MicroStrategy Technical Support. If your Support Liaison is unable to reach MicroStrategy Technical Support, they can send an or log a case using the Online Support Interface. The individual Technical Support Centers are closed on certain public holidays. North America EMEA: Europe The Middle East Africa Asia Pacific Latin America Web: https://resource.microstrategy.com/support Web: https://resource.microstrategy.com/support Web: https://resource.microstrategy.com/support Web: https://resource.microstrategy.com/support Support Liaisons should contact the Technical Support Center from which they obtained their MicroStrategy software licenses or the Technical Support Center to which they have been designated. Required information when contacting MicroStrategy When contacting MicroStrategy Technical Support, please provide the following information: Personal information: Name (first and last) Company and customer site (if different from company) Contact information (phone and fax numbers, addresses) Case details: Configuration information, including MicroStrategy software product(s) and versions xxviii Resources 2011 MicroStrategy, Inc.
29 Introduction to MicroStrategy Preface Full description of the case including symptoms, error messages(s), and steps taken to troubleshoot the case thus far Business/system impact If this is the Support Liaison s first inquiry, they should also be prepared to provide the following: Street address Phone number Fax number address To help the Technical Support representative resolve the problem promptly and effectively, be prepared to provide the following additional information: Case number: Please keep a record of the number assigned to each case logged with MicroStrategy Technical Support, and be ready to provide it when inquiring about an existing case Software version and product registration numbers of the MicroStrategy software products you are using Case description: What causes the condition to occur? Does the condition occur sporadically or each time a certain action is performed? Does the condition occur on all machines or just on one? When did the condition first occur? What events took place immediately prior to the first occurrence of the condition (for example, a major database load, a database move, or a software upgrade)? If there was an error message, what was its exact wording? What steps have you taken to isolate and resolve the issue? What were the results? System configuration (the information needed depends on the nature of the problem; not all items listed below may be necessary): Computer hardware specifications (processor speed, RAM, disk space, and so on) 2011 MicroStrategy, Inc. Resources xxix
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