Service - CRM Service Request Conversation Messages Real Time

Description

Customer Service agents use internal conversations to communicate with other agents and subject matter experts. Analyses built using this subject area help users understand the extent of collaboration through such conversations, and lead to further analyses such as: Do they exhibit a pattern? Are agents overly reliant on subject matter experts? If so, is there scope for their own skill upgrade/training?

Visibility into message details helps agents follow up with message recipients. Analyses of conversation metrics provided out-of-the-box in context of entities such as service orgs, service request categories, business units, and products yield powerful insights that help managers during staffing and resource deployments.

Business Questions

This subject area can answer the following business questions:

• Do internal conversation message volumes and higher turnaround time of requests go together?

• Show me all the conversation messages together with the conversation message subject, body, sender, and recipient details for a focused set of requests

• Show me a list of open escalated requests with a count of incoming and outbound conversation messages and the last conversation message dates

• What are the most popular channels used for internal conversations?

• Are internal conversations taking place across high cost channels?

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 > Start Internal Conversation

Time Reporting

This subject area reports historical data.

Time dimension is linked to Conversation Message Sent Date: Service - CRM Service Request Conversation Messages Real Time.Time.Date.

Transactional Grain

Service Request Message Recipient

Special Considerations

Run the following scheduled processes for initial data load and subsequent refreshes: 1. Refresh Service Categories for Reporting 2. Refresh Denormalized Product Catalog Table for BI