CRM/Help Desk - Case Management Real Time

Description

Reports built using this subject area help Case Managers gain valuable insights into case resolution performance. Cases typically have longer resolution times, so an aging analysis brings to light cases that have been pending for longer durations. Case Workers can obtain an insight into their own pending active cases and the service requests that are blocking resolution.

Business Questions

This subject area can answer the following business questions:

• Which of my team's cases have been open for more than 15 days?

• What are the cases that have not updated a case in the past 10 days? Who owns them?

• What are the cases that have not been actioned since reopening?

• On an average, how many days do each of my team members take to close a 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 Service - CRM Case Management Real Time."Case Secondary Dates"."Open Date" or Service - CRM Case Management Real Time."Case Secondary Dates"."Close Date" depending on metric used with the date.

Transactional Grain

Case

Special Considerations

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