Case Management Subject Area Enhancements

Incorporate Case data model changes into the CRM/Help Desk- Case Management Real Time subject area in OTBI

The following attributes have been added to CRM/Help Desk- Case Management Real Time subject area to enhance reporting capabilities:

Resolution
Resolution Code
Resolution Description
Resolution Outcome
Resolution Outcome Code

Under Case - Additional Attributes

Allegation Code
Allegation
Arbitration Required
Complaint Type Code
Compliant Type
Contributing Factors
Contributing Factors Code
Filed by Type Code
Filed by Type
Incident Occurrence Date
Incident Type Code
Incident Type
Isolated Incident
Measures Taken Code
Measures Taken
Policy Violated
Reviewed By Code
Reviewed By
Settlement Amount
Currency Code
Settlement Required
Settlement Summary
Specialist Required

The addition of above attributes to the subject area would enable custom reports to be built.

The addition of these attributes enables customers to build more comprehensive and granular Case Management reports. Organizations can now analyze resolution trends, complaint classifications, incident patterns, settlements, and compliance related factors to support regulatory reporting, operational oversight, and continuous process improvement.

Steps to enable and configure

You don't need to do anything to enable this feature.