Print      Open PDF Version of Online Help

Reports > Getting Started with Answers (Custom Reports) > About Subject Areas in Reports > Service Requests Reporting Subject Area

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 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.

Relationship Type

Simple

Optimized Custom Fields

This subject area has custom fields that are optimized to reduce the query time when they are used in filters. Optimized custom fields are in folders where the name ends with Optimized Custom Fields or Optimized Custom Metrics, such as Account Optimized Custom Fields and Opportunity Optimized Custom Metrics. Numeric custom fields, such as those with a type of CUR, INT, or NUM, are available as metrics in the optimized 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 optimized 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:

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

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:

• 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 analyze metrics and attributes in the opportunity to service request relationship.