Service Profile Based Analysis of SRs

Service Profiles are associated with customer accounts, typically where there are serviceable assets. A new 'Service Profile' folder has been added to the 'Service - CRM Service Requests Real Time' subject area.

You can build insightful reports related to service request velocity, resolution, agent performance and other operational aspects in the context of a service profile and its site, thereby analyze outliers and patterns in asset maintenance issues across service locations of the same account.

Open SRs and WOs by Service Profile

Visibility into service performance such as incidence and type of issues, the assets in question and efficiencies of resolution at specific sites associated with the profiles, helps managers take pro-active steps to prevent recurrence and possible escalations.

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