CX - Service Request Milestone

Description

This subject area provides information on the Service Request milestones and how the SR is performing against the same. It also provides the associated Sales Account, the SR Owner, Product and Service Queue related information associated to the SR.

Business Questions

This subject area can answer the following business questions:

Job Roles

The following job roles secure access to this subject area:

Duty Roles

The following duty roles secure access to this subject area:

Primary Navigation

Navigator > Service > Service Requests

Time Reporting

This subject area supports historic analysis/time based reporting of Service Requests based on Service Request Open Date, Service Request Resolution Date, Service Request Last Reopen Date, SR Milestone Completion Date, SR Milestone Due Date and SR Milestone Warning Date.

Time dimension is linked to There are multiple role playing time dimensions and is anchored to the following dates: 1. Service Request Open Date, 2. Service Request Resolution Date, 3. Service Request Last Reopen Date 4. SR Milestone Completion Date 5. SR Milestone Due Date 6. SR Milestone Warning Date..

Transactional Grain

The grain is at the Service Request Milestone level.

Special Considerations

Run the following scheduled processes as needed for initial data load and subsequent refreshes: 1. Monitor Service Request Milestones. 2. Refresh Service Categories for Reporting. 3. Refresh Denormalized Product Catalog Table for BI. 4. Reporting Hierarchy Generation.

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