Note This page is labeled Step 6 of 6, even though it’s the third page of questions you see after you select custom create. This step is the last of six for creating Service Analytics with the custom option.

Most of the questions on this page appear only if you add CSAT and knowledge features to your app. See Use the Service Analytics Wizard Custom Create Option. Follow the instructions carefully to assure success.

• Question 1, required. You see this question only if you add CSAT to your app. Asks which object you use to track CSAT. Service Analytics defaults to Cases. If you use a different object to track CSAT, select it from the pick list and answer the additional questions that appear.
• Question 2, required. You see this question only if you add CSAT to your app. Asks you to select the field from the object selected in Question 1 you use to track CSAT.
  • Question 2a, required. You see this question only if you select an object other than Cases in Question 1. Service Analytics has to create a join between that object and Cases for you to see CSAT data in dashboards. (For an example, see Set Up Service Analytics CSAT Metrics: Example.) Enter the API name the field where you store case identification information. Usually, that’s the Id field, in which case you enter Id.

    If it’s a field other than Id, find the API name for the field. Go to Setup—>Cases—>Fields. In the top chart showing standard fields, the field name column shows the API name. For example IsSelfServiceClosed is the API name for the Closed by Self-Service User field. The chart further down for custom fields includes an API Name column.

  • Question 2b, required. You see this question only if you select an object other than Cases in Question 1. Determine which field from the object selected in Question 1 to use for the other side of the join with the Cases object. Use the field that contains case identification. Enter the API name for the field here.
• Question 3, required. You see this question only if you added knowledge to your app. Asks about the article type you want to see data about in Service Analytics dashboards. Choose only a single article type. To see the names of article types in Service Cloud, go to Salesforce Setup and enter knowledge in the Quick Find box.
• Question 4, required. You always see this question in the wizard. Gives you the option of having CRM Analytics check to see if data in your org supports the answers you select. We recommend that you select Yes and run the check, because app creation fails if your org doesn’t contain the right data. CRM Analytics displays an error message that tells you what to fix. Make any required changes in Salesforce, refresh your browser cache, and come back to the wizard and finish creating your app.