Service - CRM Service Request Lifecycle

Description

SRs go through a life cycle, from the point they are created up until they are resolved, and finally closed. Service personnel are interested in keeping this life cycle short while attempting a timely, quality fix to issues. This subject area helps building analyses that helps keep a close watch on the SRs, finding outliers and taking corrective steps pro-actively to avoid customer escalations and potential SLA violations. Useful measures such as actual time spent by an agent on an SR, customer wait times, SR duration with specific queues and assignees and number of queue transfers provide the much needed insight into potential issues before they reach crisis proportions. The ability to analyze these measures in relation to key information of an SR (Criticality. Category, Channel etc.) together with surrounding entities such as Agent, Account, Channel and Product make the analyses even more powerful.

Business Questions

This subject area can answer the following business questions:

• Did the SR have more than one issue that needed to be resolved (perhaps serially or requiring parallel efforts by multiple resources)?

• Do some SR categories imply higher difficulties (going by the actual time agents spend on such SRs)

• Was the assigned agent overloaded with other work (based on the average number of SRs assigned to the agent)?

• Did the SR get assigned to the wrong queue/team?

• Was an SR sitting in a queue longer than the average time for all other SRs?

• Was the assigned agent overloaded with other work?

• Was the SR queue modified or SR resource owner modified at any point?

• Was there a lot of time spent waiting on customers to respond to more information, documents and so on?

• How long did it take to assign the SR to the correct queue?

• How long was an SR unassigned and how long did it sit in each queue?

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 Service - CRM Service Request Lifecycle."Service Request Secondary Dates"."Open Date" or Service - CRM Service Request Lifecycle."Service Request Secondary Dates"."Close Date" or Service - CRM Service Request Lifecycle."Service Request Secondary Dates"."Resolution Date" depending on metric used with the date.

Transactional Grain

Audited change to SR

Special Considerations

1. Auditing should be enabled on Service Request Object 2. Run the following scheduled processes as needed for initial data load* and subsequent refreshes: (a) Execute Incremental Load of SR Audit Data for Reporting (b) Unlock Scheduled Process that Incrementally Loads SR Audit data (as necessary) (*Only SRs created in the current partial and the previous full calendar months are loaded initially)