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Analytics > Designing an Analysis > Getting Started with Analytics > Selecting Subject Areas > Service Request Team Historical Analytics Subject Area

Service Request Team Historical Analytics Subject Area

Availability

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

Business Purpose

This subject area allows the reporting of the many-to-many relationship between service requests and team members. Because it is possible to associate a service request with various team members in Oracle CRM On Demand, you can use it to list all team members associated with a service request and all service requests where a user is added as a team member. You cannot use this subject area to report on service requests that are not associated with any user or to report on users not linked to a service request.

Relationship Type

Many-to-many

Dimensions

This subject area has the following dimensions:

• Account
• Date (based on the Opened Time of the service request)
• Service Request
• Service Request Team
• Team Member

Metrics

• Service Request Team
  • Service Request Team Optimized Custom Metrics
  • Number (#) of Service Request Team Members

Usage Notes

The Service Request dimension includes a Book hierarchy, which enables you to analyze metrics and related attributes at any level.

In the Service Request Team Optimized Custom Fields folder for the Service Request Team dimension, the first five custom fields (that is, the first five fields that were created) of each of the following field types are available:

• Check Box
• Date
• Date/Time
• Percent
• Phone
• Picklist
• Text (Long)
• Text (Short)

In the Service Request Team Optimized Custom Metrics folder, the first five custom fields (that is, the first five fields that were created) of each of the following field types are available as metrics:

• Currency
• Integer
• Number

Data Visibility. If the Historical Subject Area setting for you is Manager Visibility or Team Visibility, then this subject area uses the Team Visibility mode and you can report on all the service requests for which you are either the owner or a team member. If the setting for you is Full Visibility, then service requests either owned by you or your subordinates or the records in which you or your subordinates are added as team members can be reported upon.