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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, asset, 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 ### Dimensions This subject area has the following dimensions: Account Asset 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 ### 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, Asset, 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.

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