Analyst

Analysts play a pivotal role in Service Request Management by overseeing the entire lifecycle of user-initiated Service Requests. Their responsibilities include managing, fulfilling, and logging SRs. They are responsible for conducting initial assessments to determine the appropriate course of action for timely and efficient fulfillment of SRs.

User Persona: Analyst

Analyst portal

Apex's Analyst portal holds significant importance in enhancing the efficiency and decision-making capabilities of Analysts.

To use the Analyst portal, perform the following steps: 

1. Navigate to App portal > Click Service Management.
   Figure: App portal
   
   
2. The Analyst portal is displayed. The Analyst portal provides quick access to log Incidents, SRs, search for SRs, Incidents to Knowledge Articles. (Refer the below screenshot)
   Figure: Analyst portal
   
   

3. Search

   Search Incidents, SRs, and Knowledge Articles by typing in the keywords in the search bar. The search bar features all the results displayed in a dropdown beneath it as you type keywords, offering instant feedback and intuitive navigation. This streamlines the search process, enabling you to refine your queries efficiently without needing to submit them fully. (Refer the below screenshot)
   Figure: Search bar - Analyst portal
    
   The search bar features the results in different tabs. You can conveniently sift through comprehensive search results under different tabs, including "All" for a comprehensive overview, and individual module-specific tabs for focused exploration. Click on a specific record from the search results that you want to view. This will open the record in a new tab.
   

To navigate to list page of SRs, perform the following steps:

1. Navigate to Service Request on the left menu. Click Manage Service Requests.
   Figure: Manage Service Requests
   
2. The list page of SR is displayed where the Analysts can view, edit, update, or log a new SR.
   Figure: Manage Service Requests - List page

Filter

Filter option on Analyst portal enables users to streamline their data view by selecting specific date ranges, ensuring that only the relevant data within the chosen period is displayed. This filter helps Analysts quickly access and analyze time-sensitive information, enhancing the efficiency of data management and reporting by focusing on pertinent time frames.

To apply filter on the Analyst portal, perform the following steps:

1. On the Analyst portal, clickicon. Refer the below screenshot:
   Figure: Filter icon
2. The following pop-up is displayed:
   Figure: Filter pop-up
3. Select the appropriate date filter option from the dropdown menu to view data relevant to your specified time period:
   Figure: Date filter options
   The options present are:
   1. Today
   2. Yesterday
   3. Past 7 days
   4. Past 30 days
   5. This Week
   6. This Month
   7. This Year
   8. Last Week
   9. Last Month
   10. Last Year
   11. Custom Range
       
       When you select Custom Range, From Date and To Date fields are displayed on the pop-up, where you need to select the date range:
       Figure: Custom Range
4. Click Set Default to save the selected date range as your default view, ensuring that the same date range is automatically applied each time you access the Analyst portal.
   
   Click Clear to reset the selected date range, removing any applied filters and returning the data view to its default, unfiltered state.
   
   Click Apply to update the Analyst portal to reflect the filtered data based on the chosen date range.

The Role of an Analyst in Service Request Management can be further understood by navigating to the below links:

Manage Service Request - List Page	Manage Service Requests