---
schema_version: "1"
id: 7d6eeb7acb001df4a7389940bc22ea2f43fd3764df4e53e38ea064d0bc65020c
title: Use the Service Analytics Custom Create Option
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/analytics/264-0-0/bi_app_service_analytics_wizard_custom.md
canonical_url: https://help.salesforce.com/s/articleView?id=analytics.bi_app_service_analytics_wizard_custom.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: bde3737b10615605bcd3f287f42004dcd2f1338b59146d96a32070eee1df2e6c
description: Custom app creation gives you fine-grained control over Service Analytics features and data.
products:
  - CRM Analytics
  - Cross Cloud
release: "264"
---
# Use the Service Analytics Custom Create Option

Custom app creation gives you fine-grained control over Service Analytics features and data.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d130247e34">User Permissions Needed</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d130247e34 ">To create and manage CRM Analytics apps:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d130247e34 ">Manage CRM Analytics Templated Apps</td>


        </tr>
        <tr class="">
          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d130247e34 ">&nbsp;</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d130247e34 ">Edit CRM Analytics Dataflows</td>

        </tr>
      </tbody>
    </table>

## 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](https://help.salesforce.com/s/articleView?id=analytics.bi_app_service_analytics_wizard_added_features_step6.htm&release=264.0.0&type=5 "Provide more specifics about how Service Analytics uses data from the features you add to the app.").
- 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](https://help.salesforce.com/s/articleView?id=analytics.bi_app_service_analytics_wizard_added_features_step6.htm&release=264.0.0&type=5 "Provide more specifics about how Service Analytics uses data from the features you add to the app.").
- 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](https://help.salesforce.com/s/articleView?id=analytics.bi_app_service_wave_create.htm&release=264.0.0&type=5 "Follow these steps to create Service Analytics and start uncovering the value of your Salesforce data—fast."), 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](https://help.salesforce.com/s/articleView?id=analytics.bi_app_service_analytics_wizard_drilldown_step5.htm&release=264.0.0&type=5 "Tell Service 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.").
- 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.