Customize Public Sector Case Analytics with the Configuration Wizard

Use the configuration wizard to make sure Public Sector Case Analytics reflects how you prefer to view case management data.

When you start the app creation process, Public Sector Case Analytics opens the configuration wizard. The wizard guides you through the following steps.

• 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.
• 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.
• Choose the basic option, and CRM Analytics creates the app quickly with default settings.
• 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 in the top-right corner of each page of the wizard to see help for that page.

1. Public Sector Case Analytics Wizard Data and Feature Check
   At the start of app creation, Public Sector Case 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 Public Sector Case Analytics App Creation Options
   After Public Sector Case Analytics checks your org’s data and features, choose between basics and custom app creation options.
3. Use the Public Sector Case Analytics Basic Create Option
   Select the basic app creation option when you create Public Sector Case Analytics for the first time or when you want to create the app quickly.
4. Use the Public Sector Case Analytics Custom Create Option
   Custom app creation gives you fine-grained control over Public Sector Case Analytics features and data.
5. Case Metrics Questions, Public Sector Case Analytics Custom Wizard Step 4 of 6
   Answer a series of questions to tell CRM Analytics how you prefer to view metrics about your cases.
6. Data Drill Down Questions, Public Sector Case Analytics Custom Wizard Step 5 of 6
   Tell Public Sector Case 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 Public Sector Case Analytics; Custom Wizard Step 6 of 6
   Provide more specifics about how Public Sector Case Analytics uses data from the features you add to the app.
8. Set Up Public Sector Case Analytics CSAT Metrics: Example
   This scenario provides detail to help you answer questions about CSAT data in Step 6 of the Public Sector Case Analytics configuration wizard.