CRM/Help Desk - Case Relationships Real Time

Description

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. A new subject area, CRM/Help Desk - Case Management Relationships Real Time, helps you create powerful analyses to understand relationships. This subject area can be purposed to understand relationships either in Service or Help Desk areas by applying the appropriate stripe filters in reporting.

Business Questions

This subject area can answer the following business questions:

• Are we seeing an increasing trend of blocking issues limiting speedy resolution of Cases?

• How many Cases are blocked by a specific HR Help Desk Request?

• What Case, if resolved, will also resolve my dependent requests?

• What SRs escalate the Cases assigned to my team?

• What are the Cases (target) 'blocked by' this particular Case (source)?

• What other Cases are blocking this (source) Case?

Job Roles

The following job roles secure access to this subject area:

• Case Manager

• Case Worker

• Customer Relationship Management Application Administrator

• Internal Help Desk Administrator

• Next Gen Human Resource Help Desk Administrator

• Sales Administrator

Duty Roles

The following duty roles secure access to this subject area:

• Case Manager Transaction Analysis Duty

• Case Worker Transaction Analysis Duty

• Internal Help Desk Administrator Transaction Analysis Duty

• Next Gen HR Help Desk Administrator Transaction Analysis Duty

• Sales Administrative Transaction Analysis Duty

• Service Administrative Transaction Analysis Duty

Primary Navigation

Navigator > Service > Cases > My Cases > Case Details

Time Reporting

This subject area reports historical data.

Time dimension is linked to "Case Open Date CRM/Help Desk - Case Relationships Real Time"."Time"."Date".

Transactional Grain

This subject area returns data at the grain of Case Relationship Type.

Special Considerations

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

1. Reporting Hierarchy Generation