Data Drill Down Questions, Service Analytics Custom Wizard Step 5 of 6

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.

Required Editions

User Permissions Needed
To create and manage CRM Analytics apps:	Manage CRM Analytics Templated Apps
	Edit CRM Analytics Dataflows

Note This page is labeled Step 5 of 6, even though it’s the second page of questions you see after you select custom create. This step is the fifth of six for creating Service Analytics with the custom option.

• Question 1, required. Asks about the field you use to categorize cases. Choose the name of the field your business uses most to identify and organize cases, such as service product, type or level.
  

  Note This question is the only one you see if you use basic app creation.
• Question 2, optional. Asks about the field you use to record customers’ type of support. Examples include gold, silver, or bronze; and premium and basic.
• Question 3, required. Asks which field you use to categorize case severity—usually the field you use to prioritize cases.
• Question 4, required. Asks which field you use to track case status of case. You filter and analyze cases in dashboards based on your selection.
• Question 5, required. Asks about the field you use to identify topics, reasons, and closure codes of cases. Your selection helps you understand which kinds of cases your team solves most efficiently.
• Question 6, required. Asks you to choose the field you use to track types of cases so you can filter and analyze cases according to support type.
• Question 7, required. Asks you to select the field used to track channels customers use to open cases, such as phone, email, mobile, or web.
• Question 8, required. Asks you to select the object used to track cases according to geography. Options are Accounts, Contacts, and Cases. Defaults to Accounts, which is used in basic create.
• Question 9, required. Asks you to indicate the field in the object selected in Question 8 to track cases by geography. Defaults to Billing State/Province, which is used in basic create.
• Question 10, required. Asks you to indicate your fiscal year start month. Defaults to January. If your fiscal year is different from calendar year, select another month. Service Analytics supports only standard fiscal periods.
• Question 11, optional: Select dimension fields from the Cases object you haven’t selected in previous questions. Adding dimensions lets you drill into dimensions that are important to your organization. Dimensions are qualitative values, such as date, region, and product name.