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How to Answer Service Analytics Custom Wizard Questions
After you add features to Service Analytics, the custom version of the configuration wizard asks you a series of questions about your data. Follow these general guidelines, and the specifics that follow, to get the best result.
Required Editions
| User Permissions Needed | |
|---|---|
| To create and manage CRM Analytics apps: | Manage CRM Analytics Templated Apps |
| Edit CRM Analytics Dataflows | |
- Most questions provide answers in pick lists of fields from Salesforce objects. The lists include standard Salesforce fields and custom fields you’ve set up on an object. Answer these questions by selecting from the fields shown. Most questions of this type let you choose only one field, and some let you choose multiple fields.
- You can choose a field from an object only one time. After you select a field, it’s no longer available as an answer to other questions.
- Other questions are yes/no (Boolean), provide a set of options, or require you to enter text.
- Questions marked with an asterisk (*) require answers.
- Default answers result in a useful set of dashboards. If you’re not sure what to select, use the answer that’s preselected. Some questions do not have preselected answers. In those cases, Service Analytics reminds you to make a selection.
- You can only control parts of the app with wizard settings, such as filters and widgets. We built the app to provide immediate value without much work on your part.
- Only some answers make sense given the question’s context. The questions often contain many fields, but only some make sense for your app. For example, it’s unlikely that you filter Accounts data by Photo URL, even though the Accounts object includes a Photo URL field.
Case Metrics Questions, Service Analytics Custom Wizard Step 4 of 6
Note This page is labeled Step 4 of 6, even though it’s the first page of questions
you see after you select custom create. This step is the fourth of six for creating Service
Analytics with the custom option.
- Question 1, optional: Asks you to indicate the primary field you use in Salesforce to track case duration, if any. If you don’t track case duration, Service Analytics uses its own formula to calculate case duration based on the date a case was opened and closed. If the case is still open, it uses today’s date as part of the calculation. Allows only a single selection. If you add business hours to the app, Service Analytics includes a business hours case duration calculation. See Use the Service Analytics Wizard Custom Create Option.
- Question 2, optional: Asks if you use other (secondary) fields related to case duration. You can select multiple fields, for example, Duration with customer and Duration with agent.
- Question 3, optional: Asks you to select the field you use to track SLA compliance. Typically, you track SLA compliance with a custom formula field on the Cases object or the standard Milestone Status field. (Milestone Status field values include compliant, open violation, and closed Violation). If you track SLA compliance using a Boolean custom formula field, you can’t select that field from the wizard. In that case, do the following: Select any field and then manually edit the dataflow to include the Boolean field. Then, find and replace the field name in Service Analytics dashboard JSON (see Analytics Dashboard JSON Reference).
- Question 4, optional: Asks you to select the field you use to record that a case is resolved on first contact. You typically track first contact resolution using a Boolean custom formula field on the Cases object or the standard Closed when Created (IsClosedOnCreate) field.
- Question 5, optional: Asks if you want to include other Cases object metrics in your app. Choose a numeric field.
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