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            Review Customer Service Performance on Social Channels with the Social Case Analytics App

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            Review Customer Service Performance on Social Channels with the Social Case Analytics App

            Give managers a fast way to analyze customer service data. Explore how agents use social channels to deliver customer service. Monitor the number of posts to social channels and agents’ response times. The Social Case Analytics template guides you through creating the app.

            Required Editions

            Available with CRM Analytics, which is available for an extra cost in Enterprise, Performance, and Unlimited Editions. Also available in Developer Edition. Requires a CRM Analytics license.
            User Permissions Needed
            To create and manage the Social Case Analytics app: Manage CRM Analytics Templated Apps
            To use the Social Case Analytics app: Use CRM Analytics Templated Apps

            Before you create an app, make sure that:

            • Your org uses case record types and includes at least one social post linked to a case.
            • The Analytics Integration User has the appropriate Salesforce field-level security to view the fields that you want to analyze.
            1. From the Analytics tab or Analytics Studio, click Create and then select App.
            2. Select the Social Case Analytics template to open the guided flow.
              The guided flow checks that your org meets the minimum requirements.
            3. If your org meets the minimum requirements, click Looks good, next.
              If the requirements aren’t met, check the feedback.
            4. Name and save your app.

            See Also

             
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