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Service Request History Analytic Subject Area

Availability

This subject area is available in all editions of Oracle CRM On Demand.

Business Purpose

This subject area allows you to analyze service request history, accounts, and assets. This subject area provides the ability to analyze service requests by account, contact, service request, user, partner, and date dimensions. It helps you to measure and analyze important performance metrics of the customer service request organization, including how long service requests have been open and the average duration to close them. Using these service request performance metrics can help your company to improve customer satisfaction, employee productivity, and reduce operational costs.

Relationship Type

Simple

Dimensions

This subject area has the following dimensions:

  • Account
  • Asset
  • Contact
  • Date
  • Dealer
  • Owned By User
  • Principal Partner Account (available only in Oracle CRM On Demand Partner Relationship Management Edition)
  • Product
  • Service Request
  • Vehicle

Metrics

The complete list of metrics for this subject area is as follows:

  • Service Request Metrics
    • Service Request Metrics by Close Date
    • Number (#) of Cancelled SRs (Close Date)
      • Number (#) of Closed Service Requests (SRs) (Close Date)
      • Average (Avg) Days to Close SRs (Close Date)
      • Avg Minutes to Close SRs (Close Date)
    • Service Request Custom Metrics
    • Number (#) of SRs
    • Number (#) of Open SRs
    • Number (#) of Closed SRs
    • Number (#) of Pending SRs
    • Number (#) of Cancelled SRs
    • Avg Open SR Age
    • Avg Days to Close SR
    • Avg Open SR Age (Minutes)
    • Avg Minutes to Close SRs

Usage Notes

The custom fields in the Vehicle dimension are shared between the Vehicle record type and the Asset record type. The Vehicle record type has two sets of custom fields: one set that is shared with the Asset record type and appears in the Vehicle dimension, and one set that is exclusive to the Vehicle record type only. The custom fields that are exclusive to the Vehicle record type are not available in any reports. When adding custom fields to the Vehicle record type make sure that any fields that you want to appear in reports are added to the shared Asset-Vehicle custom fields and not to the Vehicle-only custom fields.

The Account and Contact dimensions include a Book hierarchy, which enables you to analyze metrics and related attributes at any level.


Published 5/4/2012 Copyright © 2005, 2012, Oracle. All rights reserved. Legal Notices.