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Service Requests Reporting Subject Area

Availability

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

Business Purpose

This subject area provides the ability to analyse service requests by account, contact, service request, user, partner, and date dimensions. It helps you to measure and analyse important performance metrics of the customer service request organisation, 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.

Relationship Type

Simple

Optimised Custom Fields

This subject area has custom fields that are optimised to reduce the query time when they are used in filters. Optimised custom fields are in folders where the name ends with Optimised Custom Fields or Optimised Custom Metrics, such as Account Optimised Custom Fields and Opportunity Optimised Custom Metrics. Numeric custom fields, such as those with a type of CUR, INT or NUM, are available as metrics in the optimised custom metrics folder, if the record type is the driving object in a specific subject area. For example, the Account record type is the driving object in the Account History subject area.

The following record types have optimised custom fields and metrics coverage in Oracle CRM On Demand Answers and one or more of these record types might be present as dimensions or facts in this subject area:

Record Type

Oracle CRM On Demand Answers Coverage

Account

All optimised fields

Activity

All optimised fields

Assessment

All optimised fields

Campaign

All optimised fields

Contact

All optimised fields

Custom Objects 1-40

All optimised fields in CO1, CO2, CO3, CO4, CO5, and CO9 only

Lead

All optimised fields

Opportunity

All optimised fields

Opportunity Team

First five optimised fields of each type

Product

All optimised fields

Revenue

All optimised fields

Service Request

All optimised fields

Dimensions

This subject area has the following dimensions:

  • Account
  • Contact
  • Date Closed
  • Date Opened
  • Opportunity
  • Owned By User
  • Principal Partner Account (available only in Oracle CRM On Demand Partner Relationship Management Edition)
  • Service Request

Optimised Filtering Fields

This subject area has fields that are optimised for reducing the query time when they are used in filters. Optimised 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 optimised version of the Account Type field. Similarly, there is a Last Call Date UTC field, which is the optimised version of the Last Call Date field. Using the optimised field in the filter generates faster queries. This method is faster than using the standard field. For information on using optimised filtering fields, see Using Optimised Filtering Fields. The following dimensions in this subject area have optimised filtering fields:

  • Account
  • Contact
  • Service Request

Metrics

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

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

Usage Notes

  • The Account, Contact, and Service Request dimensions include a Book hierarchy, which enables you to analyze metrics and related attributes at any level.
  • Use the Opportunity dimension to analyse metrics and attributes in the opportunity to service request relationship.

Published October 2016 Copyright © 2005, 2016, Oracle. All rights reserved. Legal Notices.