Service - CRM Service Request Relationships Real Time

Description

Relationships enhance the efficiency of your agents and improve your help desk request resolution outcomes. Visibility into relationships between SRs or between Cases and SRs provide a quick understanding of dependencies to identify those blocking speedier resolutions. Another benefit is the ability to make quick updates to related service requests or cases. Powerful pre-built analytics complement the above functionality. For example, agents and managers would like to know the dependent SRs blocking resolution of a critical SR.

Business Questions

This subject area can answer the following business questions:

• How are my agents faring in Avg resolution times for parent SRs (i.e., those with at least one child SR)?

• How many child SRs have not had any updates for more than 3 days? Display the list with key info'

• Out of the those child SRs, which are the ones open for the longest period (top 5)? Who are the owners of those?

• Show me all the open Related SRs with key details such as Title/Owner/Last Update Date/Category/Queue for SRs owned by my team and open for more than 7 days

• What are the SRs with at least one child SR that does not have an owner or queue yet assigned?

Job Roles

The following job roles secure access to this subject area:

• Channel Account Manager

• Channel Administrator

• Channel Operations Manager

• Channel Partner Manager

• Channel Partner Portal Administrator

• Channel Sales Director

• Channel Sales Manager

• Customer Relationship Management Application Administrator

• Customer Service Manager

• Customer Service Representative

• Partner Administrator

• Partner Sales Manager

• Partner Sales Representative

• Sales Administrator

• Sales Manager

• Sales Representative

• Sales Restricted User

• Sales VP

Duty Roles

The following duty roles secure access to this subject area:

• Partner Channel Administrative Transaction Analysis Duty

• Partner Channel Transaction Analysis Duty

• Partner Org Transaction Analysis Duty

• Sales Administrative Transaction Analysis Duty

• Sales Executive Transaction Analysis Duty

• Sales Managerial Transaction Analysis Duty

• Sales Transaction Analysis Duty

• Service Administrative Transaction Analysis Duty

• Service Managerial Transaction Analysis Duty

• Service Transaction Analysis Duty

Primary Navigation

Navigator > Service > Service Center > Service Request

Time Reporting

This subject area reports historical data.

This subject area has no anchoring date.

Transactional Grain

Source Object (Service Request), Target Object, Target Object Type, Link type.

Note: Target Object can be another SR or a Case.

Special Considerations

1. Run the following scheduled processes as needed for initial data load and subsequent refreshes:

2. Refresh Service Categories for Reporting

3. Refresh Denormalized Product Catalog Table for BI

4. Reporting Hierarchy Generation