Analyze Service Request Relationships

Relationships enhance the efficiency of your agents and improve your service request resolution outcomes. Business driven relationships between SRs, between Cases or between Cases and SRs can be leveraged to make easy updates across service requests. Powerful analytics complement the above functionality. For example, agents and managers would like to know the dependent SRs blocking resolution of a critical SR. The following are available as part of this feature,

• New subject area, "Service - CRM Service Request Relationships Real Time", with out of box metrics to help you create impactful analyses to understand relationships and dependencies between Service Requests.
• Pre-built reports for the customer service manager and agent personas to gain insights from day one

Related business objects by relationship type summary

Customer service managers and reps can gain a quick visibility into dependencies between service requests that are blocking speedier resolution.

Steps to Enable

Leverage new subject area(s) by adding to existing reports or using in new reports. For details about creating and editing reports, see the Creating and Administering Analytics and Reports book (available from the Oracle Help Center > your apps service area of interest > Books > Administration).

Key Resources

Subject Areas for Transactional Business Intelligence