Service - CRM Service Request Tags Real Time

Description

Tags help in identifying SRs with similar characteristics. A tag based analysis of SRs yields valuable insights into support health across the business. Service quality and performance can be measured for SRs with specific tags to spot exceptions, anomalies, trends and patterns. Once the problem is identified, corrective action can be initiated. As an example, if an organization mandates that agents use the tag 'churn' to identify 'at risk' customers, reports and alerts can be created to notify managers when these SR's are reopened or take longer than normal resolution times.

Business Questions

This subject area can answer the following business questions:

• How is tag usage across agents and resource teams? Which teams perform better than others?

• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?

• How many open SRs are linked to each tag?

• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?

• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?

• Are we seeing an issue regarding compliance rates with certain tags?

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 Servivce Request Open Date.

Transactional Grain

Service Request and Tag

Special Considerations

1. Run the following scheduled processes as needed for initial data load and subsequent refreshes: 2. Refresh Service Categories for Reporting 3. Refresh Denormalized Product Catalog Table for BI 4. Reporting Hierarchy Generation