CRM Analytics Limitations

Update Schedule

All customers receive CRM Analytics updates on the same schedule, regardless of instance.

Localization and Internationalization

CRM Analytics is localized with these exceptions.

• You can’t use right-to-left languages, such as Arabic and Hebrew.
• A subset of error messages is available only in English.
• The mobile iOS app includes only English versions of sample datasets and dashboards.

CRM Analytics provides internationalization support with these exceptions.

• To see translated labels, set both the locale and language.
• Data within datasets isn’t modified for localization or internationalization.
• Each dataset can have a single locale specified in the metadata. The metadata locale isn’t overridden by individual user locale settings. All users see the same date, time, and number formats and dimension names, regardless of their locale and language settings.
• Search in filters isn’t case-sensitive.
• Multiple currencies aren’t supported. When CRM Analytics extracts your default currency, it uses that currency for monetary values and doesn’t convert to another currency.

Field-Level Security

Field-level security isn’t available for external data that is uploaded via files. Field-level security implemented in the original database or Salesforce object isn’t preserved when the data is loaded into a CRM Analytics dataset.

Set Salesforce field-level security to enable the CRM Analytics Integration User to see all fields used in your app—default fields and any fields selected in the configuration wizard. Integration users run the dataflow. If they don’t have appropriate field-level security permissions, the dataflow fails.

SAQL Query Limitations

The timeseries function requires a CRM Analytics Platform license.

Lenses Limitations

You can't filter or group by the hour, minute, or second components of a date field.

You can’t filter on values containing HTML-encoded text.

Because dates are sorted lexicographically, changing the date format also changes the sort order.

Embedded CRM Analytics Dashboards

Limitations for embedded CRM Analytics dashboards are covered in Embed Dashboards Everywhere.

CRM Analytics in Experience Cloud Sites

Limitations for CRM Analytics within Experience Cloud are covered in Share CRM Analytics in Experience Cloud Sites .

CRM Analytics on Mobile Devices

To view CRM Analytics on a mobile device, connect to Salesforce using the native CRM Analytics mobile app for Android or iOS. For limitations of the CRM Analytics mobile apps, refer to the See Also links at the end of this page.

Outside of the native CRM Analytics mobile app, the only supported mobile device access to CRM Analytics is via Lightning app pages viewed in the Salesforce mobile app. Embedded CRM Analytics dashboards accessed via mobile browsers aren't supported.

Limitations for the Wave Dashboard component in a Lightning app page in the Salesforce mobile app are covered in View Embedded Dashboards on Mobile Devices .

CRM Analytics Smart Dashboard and App Templates

Using the SAQL timeseries feature in the Time Series smart dashboard template requires a CRM Analytics Platform license.

Limitations for most CRM Analytics app templates are covered in the Help topic for each template.

Sales Analytics Limitations

These limitations apply to Sales Analytics.

• Sales Analytics Data Requirements:

  Sales Cloud data must meet these requirements for Sales Analytics dashboards to function correctly.

  • Use standard sales objects.
  • Have at least one event and one task connected with an opportunity.
  • Enable history tracking for Amount, Stage, and CloseDate fields on the Opportunities object.
  • Cases must be connected to Accounts if you choose to import Cases data to Sales Analytics using the configuration wizard.
  • There are two requirements if you choose to import Leads data to Sales Analytics using the configuration wizard.
    • At least one lead must be converted to an opportunity.
    • The lead must be connected to an account.
  • There are two requirements if you choose to import Campaigns data to Sales Analytics using the configuration wizard.
    • At least one opportunity must be connected to a campaign.
    • At least one campaign member must be connected to a campaign.
  • There are two requirements if you choose to import opportunity record types to Sales Analytics using the configuration wizard.
    • At least one opportunity record type must be defined.
    • The opportunity record type must be connected to at least one opportunity.
• Sales Analytics Support for Salesforce Objects and Fields:

  Sales Analytics supports all Salesforce standard and custom objects and data. To add custom objects or fields not included when you created the app, update the Sales Analytics dataflow. See Design Datasets with Dataflows and the Dataset Builder.

  When you create the app, it includes only a predefined set of objects and fields. Sales Analytics creates a dataflow that exposes selected fields from these standard Salesforce objects:

  • Accounts
  • Users
  • Roles
  • Opportunities
  • Products (Opportunities line item)
  • Tasks
  • Events

  The fields provided are determined by the answers that you provide when you create the app using the built-in configuration wizard.

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

• Sales Analytics Support for External Data

  Sales Analytics doesn’t support external data sources, except a CSV file that contains quota data at the user level. Importing other external data requires an extra license. See your Salesforce representative for details.

  To include data about quotas in Sales Analytics, upload a CSV file with the details. Sales Cloud Einstein customers who use Sales Analytics must use Salesforce Forecasting to see quota data. You can’t edit the quota dataset. See Forecasting and Quotas Data in Sales Analytics.

• Other Contractual Sales Analytics Considerations:

  The Sales Analytics Apps license doesn’t support using CRM Analytics platform bulk actions or Apex steps. This limitation is contractual, not technical. The licensee agrees to strictly monitor its use of CRM Analytics platform features.

• Sales Analytics Limitations for Sales Cloud Einstein and CRM Analytics Growth or Plus (Platform) Customers:

  Sales Analytics is available through these licenses.

  	Standalone	Sales Cloud Einstein	CRM Analytics Growth or Plus
  Data sources	Salesforce data and CSV file for quotas data (see Sales Analytics Support for External Data)	Salesforce data	Salesforce and external data
  Object support	Standard and custom objects	Standard objects	Standard and custom objects
  Data volume	25 million rows	25 million rows	CRM Analytics Plus: 10 billion rows CRM Analytics Growth: 100 million rows
  Can customize existing dashboards?	Yes	Yes	Yes
  Can create dashboards?	Yes	No	Yes
  Can customize existing datasets?	Yes	No	Yes
  Can create datasets?	Yes (using standard Salesforce objects and up to 10 custom objects)	No	Yes
  Can create custom CRM Analytics apps?	No	No	Yes
  Supports Einstein Discovery and Experience Cloud integration?	No	No	Yes
  Supports bulk actions and Apex steps?	No	No	Yes
  Supports Sales Cloud Einstein AI?	No	Yes	No
  Supports Salesforce Inbox?	No	Yes	No

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
  • 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 these Salesforce objects.

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

  Service Analytics also uses fields from these 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.