Understand Service Analytics Limitations

Service Analytics Limitations

These limitations apply to Service Analytics.

Service Analytics Data Requirements

Service Cloud data must include at least one each of the following for Service Analytics dashboards to function correctly: Events, tasks, closed cases, or published articles attached to a case or an opportunity. It also requires that your org has at least one contact ID associated with a case.

Custom formula fields on the Cases object must exist or be created for the SLA missed (text) and FCR (Boolean) fields.

Service Analytics Support for Salesforce Objects and Fields

Service Analytics supports all Salesforce standard and custom objects and data. When you first create the app by default it includes only a predefined set of objects and fields. The app creates a dataflow that exposes selected fields from the following Salesforce objects:

• Account
• Cases
• Contact
• User
• UserRole
• Task

Service Analytics also uses fields from the following options depending on the answers you select in the configuration wizard:

• Customer satisfaction (CSAT)
• Knowledge
• Business hours
• Case history
• Case record types
• Queues
• Opportunities
• Opportunity record types
• Events
• Telephony
• Chat
• Omni-Channel

Service Analytics supports standard and custom fields on standard Salesforce objects. The fields provided are determined by the answers you provide when you create the app using the built-in configuration wizard.

Service Analytics limits custom objects support to no more than 10 custom objects for each org that implements Service Analytics. This limitation is contractual, not technical.

To add custom objects or extra fields not included when you first create the app, you must update the Service Analytics dataflow. For details, see Design Datasets with Dataflows and the Dataset Builder.

More Service Analytics Limitations

Service Analytics doesn’t support external data sources or registering new datasets from the app-generated dataflow.

Including CSAT score in dashboards or dataflows is optional. The app configuration wizard lets you associate CSAT from a custom case field or Custom Object related to the Cases object.

You must manually add security predicates or other dataset filters to the app dataflow.

The app doesn’t support multi-hierarchy (team and manager) when you create it. You can manually add that functionality.

The Knowledge Usage dashboard reports on a single Article Type, which you select when you use the configuration wizard.