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Analytics > Designing an Analysis > Getting Started with Analytics > Selecting Subject Areas > Service Request Team Real-Time Reporting Subject Area

Service Request Team Real-Time Reporting 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 users. Because it is possible to associate a service request with various team members in Oracle CRM On Demand, you can use this subject area to create a list of all team members associated with a service request or 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 Closed
• Date Opened
• 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. This subject area always uses the Team Visibility mode, regardless of which settings are defined in your profile or in the company profile. For that reason, you can always report on all the service requests where you are either the owner or a team member.