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Service Request Historical Analytics 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, opportunity, 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

Optimized Custom Fields for V3 Analytics only

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 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 Coverage

Account

All optimized fields

Activity

All optimized fields

Assessment

All optimized fields

Campaign

All optimized fields

Contact

All optimized fields

Custom Objects

All optimized fields in CO1 - CO9

Lead

All optimized fields

Opportunity

All optimized fields

Opportunity Team

First five optimized fields of each type

Product

All optimized fields

Revenue

All optimized fields

Service Request

All optimized fields

此主题区域具有某些经过优化的字段,在筛选器中使用时可减少查询时间。经优化的字段以单词代码UTC 结尾。例如,客户维度具有“客户类型”字段。还有“客户类型代码”字段,这是“客户类型”字段的优化版本。同样,存在“索引日期 UTC”字段,这是“索引日期”字段的优化版本。在筛选器中使用优化字段可生成更加快速的查询。这种方法比使用标准字段快。有关使用优化的筛选字段的信息,请参阅使用优化的筛选字段。此主题区域的以下维度都拥有优化的筛选字段:

  • Asset

Dimensions

This subject area has the following dimensions:

  • Account
  • Asset
  • Contact
  • Date
  • Dealer
  • Opportunity
  • 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, 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.


已发布 9月 2017 Copyright © 2005, 2017, Oracle. 保留所有权利。Legal Notices.