CX - Service Request

Description

This subject area provides information on the B2B Service Requests and the assosicated Account, Contact, Product, Service Request Owner, Partner, and Activity-related information. The associated objects are all Primary dimensions.

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 Creation Date, Service Request Open Date, Service Request Resolution Date, and Service Request Last Reopen Date.

Time dimension is linked to There are multiple role-playing time dimensions that are anchored to the following dates: 1. Service Request Creation Date2. Service Request Open Date3. Service Request Resolution Date4. Service Request Last Reopen Date.

Transactional Grain

This subject area returns data at the grain of the Service Request level.

Special Considerations

1. Metrics to measure SR queue or resource assignment times such as Total Time to Assign to Resource (Days), consider initial assignment only. If the most recent assignment needs to be considered, use Last Queue Assigned Date/Last Resource Assigned Date attribute to create custom metrics. 2. Run the following scheduled processes as needed for initial data load and subsequent refreshes a. Refresh Service Categories for Reporting b. Refresh Denormalized Product Catalog Table for BI c. Reporting Hierarchy Generation