Add Data and Features

The first window in the custom creation process lets you add data and features to your app. By default, Service Analytics includes data from these standard Salesforce objects.

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

The compatibility check that run at the start of app creation looks for other available data and features. The wizard displays the results on the first custom create window, letting you know which features you use in your org. If you use a feature, this window tells you it’s available to your app. If you don’t use the feature, Service Analytics tells you it’s not available.

Service Analytics preselects the features used for basic app creation. You have the option of adding others. Preselected options contain a check mark in the upper right corner. Add other available options to your app by clicking them. Click options with a check mark to deselect them. Service Analytics lets you add these options, if available, and details about adding each.

• Customer Satisfaction (CSAT) Score. Select to add CSAT data to your app. If you select, Service Analytics adds questions to the wizard that ask how you track CSAT data. See Questions About Features Added to Service Analytics; Custom Wizard Step 6 of 6.
• Knowledge. Select to add Salesforce knowledge data to your app. If you select, Service Analytics adds questions to the wizard that ask how you track knowledge data. See Questions About Features Added to Service Analytics; Custom Wizard Step 6 of 6.
• Business Hours. Select to add a business hours case duration calculation to datasets. This uses data from the Business Hours field in the Cases object. Be sure that the Analytics Integration User has access to this field by editing field-level security for the Cases object. See Create Service Analytics, Step 2.
• Case History. Select to include historical tracking for both case owner and for the field selected in wizard Page 5, Question 4. See Data Drill Down Questions, Service Analytics Custom Wizard Step 5 of 6.
• Case Record Types. Select to add record type for the Cases object. If you select, Service Analytics lets you filter cases by record type.
• Queues. Select to add queues data from the Group object, which your org uses to assign case ownership. If you select, Service Analytics lets you filter cases by user and queues.
• Opportunities. Select to add data from the Opportunities object, which is connected to cases via accounts in your org. If you select, Service Analytics adds sales data to dashboards to give you a complete view of accounts.
• Opportunity Record Types. Select to add record type from the Opportunities object. If you select, Service Analytics lets you filter opportunities by record type.
• Events. Select to add data from the Events objects, which your org uses to track case activity. If you select, Service Analytics includes events data and combines it with tasks data so you can drill into cases by activities (that is, tasks and events).
• Telephony. Select to add telephony data from standard call fields in the Tasks object. Standard fields include call duration, call object identifier, call result, and call type. If you select, Service Analytics creates the Telephony dashboard showing data from those fields.
• Chat. Select to add Chat data. If you select, Service Analytics creates the Chat dashboard and dataset based on Chat data.
• Omni-Channel. Select to add data from Omni-Channel, which your org uses to create and route work items. If you select, Service Analytics creates the Omni-Channel dashboard and dataset.