Customer - Cases

The Cases subject area can be used to analyze case data by attributes of Account, Case Type, Person, Premise, and User.

The Case and Case Log datasets use historical versions of Account, Person, and Premise information for analysis. For cases, Account, Person, and Premise attributes are based on the values that were effective when the case was created. For case logs, these attributes are based on the values that were effective when the case log event occurred. This helps you analyze case activity using the customer, account, and premise context that applied at the time of each business event.

For example, suppose a case is created on January 10 when the account customer class is Residential. In March, the account customer class changes to Commercial. If you report on January cases in June, the case is analyzed using Residential because that was the account customer class when the case was created. For case log activity, the same logic applies using the date of the case log event.

Answer questions like these:

• What is the distribution of open cases across customer classes and case types?
• Which business users have the greatest number of open cases and what state are these cases in?
• Which persons or addresses have had the greatest number of cases opened against them?
• What is the trend and case condition of created cases over the past 12 months?
• What is the trend and case condition of created cases over the past 31 days?
• For a specific case type, how long were cases in the previous state?
• For a specific case type, what is the distribution across the final states the cases ended up in?
• For a specific case type, what was the average case completion duration?
• What was the distribution of cases by Account, Person, or Premise attributes that were effective when the case was created?
• What was the distribution of case log activity by Account, Person, or Premise attributes that were effective when the case log event occurred?