You are here:
Create Service Analytics
Follow these steps to create Service Analytics and start uncovering the value of your Salesforce data—fast.
Required Editions
| User Permissions Needed | |
|---|---|
| To create and manage CRM Analytics apps: | Manage CRM Analytics Templated Apps |
For rapid app creation, choose the basic creation option, which uses default settings to create Service Analytics. To set up the app according to your team’s specific Service Cloud analytics requirements, choose custom creation.
-
Log in to Salesforce.
Important Service Analytics requires that your org has at least one closed case and one task. It also requires that your org has at least one contact ID associated with a case. -
Set field level security to enable the CRM Analytics Integration
User to see all fields you’d like your app to use. Integration users run the dataflow, and
if they don’t have proper field-level security permissions, the dataflow can fail.
- Go to Setup and enter the name of an object—for example, Accounts or Cases—in the Quick Find box and hit Enter.
- Click the name of the object.
- The next window shows all the fields for the object. Go to the one(s) where you need to edit field-level security.
- Look for the Analytics Cloud Integration User, check the box(es) for the required fields under Visible, and click Save.
- Repeat the Steps a through d for all objects with fields you want to use.
- Refresh your browser cache.
-
From the App Launcher (
), find
and open CRM Analytics Studio.
-
If you’ve created an app before: Choose between creating a brand new app or
creating an app based on settings from a previously-created app. Click
Continue. Service Analytics scans your org’s data and features.
For details about the scan, see Checking Data and Features with the Service Analytics Configuration
Wizard.
Tip If you want to create your app with different settings, repeat the previous steps and select the previously-created app here. Complete app creation choosing different wizard settings and give your app a new name. -
If the scan detects your org is missing required data, Service Analytics displays error
messages telling you what to do. Follow the instructions and start app creation again.
Position your cursor over tooltips
to see more detail. If there are no errors, click
Looks good, next.
- Choose between basic and custom creation options to set up your app. Select Basic to set up your app quickly based on standard settings determined by the org data check. Select Custom to open the configuration wizard. The wizard helps fine-tune app setup to reflect the way your team wants to view data. See Customize Service Analytics with the Configuration Wizard.
- If you choose Basic: Click Looks good, next. Answer the question about the field you use to categorize cases. Click Looks good, next, and skip to Step 10. See Service Analytics Wizard Basic Create Option.
- If you choose Custom: The wizard asks you to choose Salesforce objects to add to Service Analytics. It then takes you through a set of questions about how you prefer to view data. See Service Analytics Wizard Custom Create Option.
- Give your app a name that’s easily recognizable to others in your company and click Create. That starts a dataflow,which creates the app and its assets (a dataflow definition file, datasets, and dashboards). The app creation process can take a few minutes. During that process, Service Analytics runs a final scan to be sure the Analytics Integration User has access to all fields you select in the wizard. If the scan fails, you see an error message with the fields that can’t be accessed. Return to Step 2 and give the Integration User access to those fields.
- You can check the status of the dataflow while you wait. In CRM Analytics Studio, click the gear menu at the upper right of the page, and select Data Manager. From the pulldown menu, select Dataflow View and look for your app.
Taking a few extra steps can make Service Analytics better serve the needs of your organization:
- Embed the sidebar dashboards in a Salesforce page of your choice, such as the service console. This step provides a seamless analytics experience for service agents. Embedding sidebars in pages used regularly by agents gives them access to key metrics as part of their regular work to help the take the most effective customer action.
- Add datasets to the app based on Salesforce data using the CRM Analytics dataset builder.
Service Analytics includes a default set of datasets based on your Salesforce data.
Creating additional datasets lets your service managers and view other Salesforce data
through the app.
Note Service Analytics does not support data sources external to Salesforce or registering new datasets from the app-generated dataflow. - Add objects, fields, and filters to Service Analytics. Edit the app’s dataflow to include standard and custom objects and fields from Salesforce.
Important When users are deactivated, they lose share and delete access to all
apps they manage. To avoid "stranding" an app, be sure that manager access is assigned to at
least one active user BEFORE deactivating the user who's the manager of the app.
Note
To create new datasets with just the Service Analytics app license, use the CRM Analytics dataset builder. CRM Analytics associates new datasets created using the builder with the CRM Analytics default dataflow. If you edit the dataflow for the Service Analytics to register new datasets, you can’t access the resulting datasets.
Did this article solve your issue?
Let us know so we can improve!
