Service Requests Reporting Subject Area
This subject area is available in all editions of Oracle CRM On Demand.
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 performance metrics for service requests can help your company to improve customer satisfaction, employee productivity, and reduce operational costs.
This subject area has the following dimensions:
Optimized Filtering Fields
This subject area has fields that are optimized for reducing the query time when they are used in filters. Optimized fields end with the words Code or UTC. For example, the Account dimension has an Account Type field. There is also an Account Type Code field, which is the optimized version of the Account Type field. Similarly, there is a Last Call Date UTC field, which is the optimized version of the Last Call Date field. Using the optimized field in the filter generates faster queries. This method is faster than using the standard field. For information on using optimized filtering fields, see Using Optimized Filtering Fields. The following dimensions in this subject area have optimized filtering fields:
The complete list of metrics for this subject area is as follows:
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.|