CRM - CRM Service Request Summary

Description

Analyses built using this subject area enable customer service managers to obtain a complete picture of service performance, as it relates to interactions, compliance, and knowledge article usage. The analyses built serve to expand the real-time reporting of service interactions, by providing additional summary metrics and prebuilt reports. Similarly, SR compliance analysis delivers a comprehensive view of SR milestone attainments and compliance. Managers can gain visibility into the diverse factors affecting compliance, identify patterns for a better understanding of this key area of help desk performance, and take corrective action. Managers can also understand agent usages of knowledge articles in SRs and their impact for faster help desk request issue resolutions.

Business Questions

This subject area can answer the following business questions:

• How often are communications being transferred between agents?

• What product lines have a higher percentage of non-compliant SRs open?

• How is the percentage of compliant SRs trending month over month, quarter over quarter?

• What percent of communications are resolved the first time? What is the most commonly used channel?

• What is the average length of time of an interaction, by agent and channel?

• Are we keeping the number of non-compliant SRs in check for our most valuable customers?

• How often do communications cross channels before they are resolved?

• How many interactions, on average, does it require to resolve an issue?

• Where are the outliers when it comes to compliance?

• Are there preferred channels that customers use to contact us for specific service issue categories and product areas?

• What are the number of interactions by channel, agent, and time period?

• How frequently do agents link articles to SRs?

• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SR reopenings ?

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

• Human Resource Help Desk Administrator

• Human Resource Help Desk Agent

• Human Resource Help Desk Manager

• 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:

• HR Help Desk Administrator Transaction Analysis Duty

• HR Help Desk Agent Transaction Analysis Duty

• HR Help Desk Manager Transaction Analysis Duty

• 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 Requests

Time Reporting

This subject area reports historical data.

Time dimension is linked to CRM - CRM Service Request Summary."Service Request Secondary Dates"."Open Date" or CRM - CRM Service Request Summary."Service Request Secondary Dates"."Close Date" or CRM - CRM Service Request Summary."Service Request Secondary Dates"."Resolution Date" depending on metric used with the date.

Transactional Grain

Service Request

Special Considerations

1. Interaction metrics in this subject area consider 'Parent' interactions only for calculation purposes. 2. Run the following scheduled processes as needed for initial data load and subsequent refreshes: 1. Aggregate Service Requests 2. Refresh Service Categories for Reporting 3. Refresh Denormalized Product Catalog Table for BI 4.Reporting Hierarchy Generation