Analyze Case relationships

Understanding relationships between dependent business objects improves the efficiency of your agents and results in better 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 Case that they personally own or their team owns.

The following are being delivered as part of this feature,

• New subject area, "CRM/Help Desk - Case Management Relationships Real Time", with out of box metrics to help you create impactful analyses to understand relationships and dependencies between Cases and other Business Objects
• Pre-built reports for the help desk manager and agent personas to gain insights from day one

This subject area can be purposed to understand relationships either in Service or Help Desk areas by applying the appropriate stripe filters in reporting.

Case Relationships Summary Report

Visibility into related business objects helps agents and managers to focus on cases blocking speedier resolution of issues

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