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Service Requests Real-Time 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 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

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

Esta área de informações empresariais tem campos que são otimizados para reduzir o tempo de consulta quando são utilizados nos filtros. Os campos otimizados terminam com as palavras Code ou UTC. Por exemplo, a dimensão Conta tem um campo Tipo de conta. Existe também um campo Código do tipo de conta, que é uma versão otimizada do campo Tipo de conta. Do mesmo modo, existe um campo Data da última chamada (UTC), que é uma versão otimizada do campo Data da última chamada. Utilizar o campo otimizado no filtro gera consultas mais rápidas. Este método é mais rápido do que utilizar o campo padrão. Para obter informações sobre a utilização dos campos de filtragem otimizados, consulte Utilizar campos de filtragem otimizados. As dimensões seguintes nesta área de informações empresariais têm campos de filtragem otimizados:

  • 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.

Publicado em Setembro 2017 Copyright © 2005, 2017, Oracle. Todos os direitos reservados. Legal Notices.