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            Customize Service Analytics with the Configuration Wizard

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            Customize Service Analytics with the Configuration Wizard

            Create Service Analytics with the configuration wizard so the app reflects how your company prefers to view Service Cloud data.

            Required Editions

            User Permissions Needed
            To create and manage CRM Analytics apps: Manage CRM Analytics Templated Apps
              Edit CRM Analytics Dataflows

            When you start the app creation process, Service Analytics opens the configuration wizard. The wizard guides you through these steps.

            1. Checks your org to be sure it meets minimum data requirements and to detect features that can be added to your app. The results let you know if you have to add data or change Salesforce settings to create the app. It also lets you know about available features.
            2. Asks you to choose between basic and custom create options. Basic is intended for first-time app users, while custom lets experienced administrators fine-tune app setup.
            3. Choose the basic option, and CRM Analytics creates the app quickly with default settings.
            4. Choose custom and the wizard guides you through the steps to fine-tune your app.
            • Add features to your app
            • Answer a series of questions about how you use data in your org.

            The following provide details about each using each part of the wizard. Read them in the order shown to get the best results when you create Service Analytics. Click the question mark Analytics wizard help icon in the top-right corner of each page of the wizard to see help for that page.

            1. Service Analytics Wizard Data and Feature Check
              At the start of app creation, Service Analytics scans your org. It checks to make sure you can create the app and looks for features and data to add to your app.
            2. Choose Service Analytics App Creation Options
              After Service Analytics checks your org’s data and features, choose between basics and custom app creation options.
            3. Use the Service Analytics Basic Create Option
              Select the basic app creation option when you create Service Analytics for the first time or when you want to create the app quickly.
            4. Use the Service Analytics Custom Create Option
              Custom app creation gives you fine-grained control over Service Analytics features and data.
            5. 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.
            6. Data Drill Down Questions, Service Analytics Custom Wizard Step 5 of 6
              Tell Service Analytics how you prefer to drill into data about cases, including category, type, severity, owner, and reason, and if they’re resolved at first contact.
            7. Questions About Features Added to Service Analytics; Custom Wizard Step 6 of 6
              Provide more specifics about how Service Analytics uses data from the features you add to the app.
            8. Set Up Service Analytics CSAT Metrics: Example
              This scenario provides details to help you answer questions about CSAT data in Step 6 of the Service Analytics configuration wizard.
             
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