Service - CRM Service Request Action Plan Actions Real Time

Description

Enables an analysis that helps customer service managers to obtain a complete picture of action plan enforcement of company policies and procedures. Agents can monitor their own performance regarding action plan completions and delays. Action plan information captures compliance against a predefined set of actions, and analytics highlights metrics around open and closed action plans, delayed actions, and aging of action plans. Real-time reporting built using this subject area provides both summary and detail metrics.

Business Questions

This subject area can answer the following business questions:

• What is the delay in estimated completion dates?

• Are there action plans tracking late to an overall target completion date?

• What is the breakdown of open action plans by category?

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 Requests > Service Request Details > Action Plans

Time Reporting

This subject area reports historical data.

Time dimension is linked to "Service - CRM Service Request Action Plan Actions Real Time"."Time"."Date".

Transactional Grain

Action Plan and Action

Special Considerations

1.Data is limited to Action Plans associated to Service Requests. 2. Run the following scheduled processes as needed for initial data load and subsequent refreshes: 1. Fully Loads Action Plan Actions Data for Reporting 2. Incrementally Loads Action Plan Actions Data for Reporting 3. Refresh Service Categories for Reporting 4. Refresh Denormalized Product Catalog Table for BI 5. Reporting Hierarchy Generation