--- schema_version: "1" id: b431b9f23710a4ca5bd985fc71b7b85a254237796b32dad8888dea872c4d5f6d title: Create Service Analytics collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/analytics/264-0-0/bi_app_service_wave_create.md canonical_url: https://help.salesforce.com/s/articleView?id=analytics.bi_app_service_wave_create.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: faa8be1bd583181379ab7ffd7a0756c60de12c8ba00877171589c036b3027456 description: Follow these steps to create Service Analytics and start uncovering the value of your Salesforce data—fast. products: - CRM Analytics - Cross Cloud release: "264" --- # Create Service Analytics Follow these steps to create Service Analytics and start uncovering the value of your Salesforce data—fast. ### Required Editions
User Permissions Needed
To create and manage CRM Analytics apps: Manage CRM Analytics Templated Apps
For rapid app creation, choose the basic creation option, which uses default settings to create Service Analytics. To set up the app according to your team’s specific Service Cloud analytics requirements, choose custom creation. 1. Log in to Salesforce. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-bi-264-0-0-production-enus/ec791473-f5b4-4f64-a656-9104f455d966/images/icon_important.png) Important Service Analytics requires that your org has at least one closed case and one task. It also requires that your org has at least one contact ID associated with a case. 2. Set [field level security](https://help.salesforce.com/s/articleView?id=platform.users_profiles_field_perms.htm&type=5&language=en_US) to enable the CRM Analytics Integration User to see all fields you’d like your app to use. Integration users run the dataflow, and if they don’t have proper field-level security permissions, the dataflow can fail. 1. Go to Setup and enter the name of an object—for example, Accounts or Cases—in the Quick Find box and hit Enter. 2. Click the name of the object. 3. The next window shows all the fields for the object. Go to the one(s) where you need to edit field-level security. 4. Look for the Analytics Cloud Integration User, check the box(es) for the required fields under Visible, and click Save. 5. Repeat the Steps a through d for all objects with fields you want to use. 6. Refresh your browser cache. 3. From the App Launcher (![The Lightning Experience apps launcher icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-bi-264-0-0-production-enus/ec791473-f5b4-4f64-a656-9104f455d966/bi/images/app_launcher_icon.png)), find and open **CRM Analytics Studio**. 4. _If you’ve created an app before:_ Choose between creating a brand new app or creating an app based on settings from a previously-created app. Click **Continue**. Service Analytics scans your org’s data and features. For details about the scan, see [Checking Data and Features with the Service Analytics Configuration Wizard](https://help.salesforce.com/s/articleView?id=analytics.bi_app_service_analytics_data_feature_check.htm&release=264.0.0&type=5 "At the start of app creation, Service Analytics scans your org. It checks to make sure you can create the app and looks for features and data to add to your app."). ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-bi-264-0-0-production-enus/ec791473-f5b4-4f64-a656-9104f455d966/images/icon_tip.png) Tip If you want to create your app with different settings, repeat the previous steps and select the previously-created app here. Complete app creation choosing different wizard settings and give your app a new name. 5. If the scan detects your org is missing required data, Service Analytics displays error messages telling you what to do. Follow the instructions and start app creation again. Position your cursor over tooltips ![Analytics tooltip icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-bi-264-0-0-production-enus/ec791473-f5b4-4f64-a656-9104f455d966/bi/images/bi/bi_apps_tooltip.png) to see more detail. If there are no errors, click **Looks good, next**. 6. Choose between basic and custom creation options to set up your app. Select **Basic** to set up your app quickly based on standard settings determined by the org data check. Select **Custom** to open the configuration wizard. The wizard helps fine-tune app setup to reflect the way your team wants to view data. See [Customize Service Analytics with the Configuration Wizard](https://help.salesforce.com/s/articleView?id=analytics.bi_app_service_wave_configurator.htm&release=264.0.0&type=5 "Create Service Analytics with the configuration wizard so the app reflects how your company prefers to view Service Cloud data."). 7. If you choose **Basic**: Click **Looks good, next**. Answer the question about the field you use to categorize cases. Click **Looks good, next**, and skip to Step 10. See [Service Analytics Wizard Basic Create Option](https://help.salesforce.com/s/articleView?id=analytics.bi_app_service_analytics_wizard_basic.htm&release=264.0.0&type=5 "Select the basic app creation option when you create Service Analytics for the first time or when you want to create the app quickly."). 8. If you choose **Custom**: The wizard asks you to choose Salesforce objects to add to Service Analytics. It then takes you through a set of questions about how you prefer to view data. See [Service Analytics Wizard Custom Create Option](https://help.salesforce.com/s/articleView?id=analytics.bi_app_service_analytics_wizard_custom.htm&release=264.0.0&type=5 "Custom app creation gives you fine-grained control over Service Analytics features and data."). 9. Give your app a name that’s easily recognizable to others in your company and click **Create**. That starts a dataflow,which creates the app and its assets (a dataflow definition file, datasets, and dashboards). The app creation process can take a few minutes. During that process, Service Analytics runs a final scan to be sure the Analytics Integration User has access to all fields you select in the wizard. If the scan fails, you see an error message with the fields that can’t be accessed. Return to Step 2 and give the Integration User access to those fields. 10. You can check the status of the dataflow while you wait. In CRM Analytics Studio, click the gear menu at the upper right of the page, and select **Data Manager**. From the pulldown menu, select **Dataflow View** and look for your app. Taking a few extra steps can make Service Analytics better serve the needs of your organization: - [Embed the sidebar dashboards](https://help.salesforce.com/s/articleView?id=analytics.bi_app_service_wave_embed_sidebars.htm&release=264.0.0&type=5 "Add Service Analytics dashboards to Salesforce pages so your service team can get a complete view of their cases and take appropriate action.") in a Salesforce page of your choice, such as the service console. This step provides a seamless analytics experience for service agents. Embedding sidebars in pages used regularly by agents gives them access to key metrics as part of their regular work to help the take the most effective customer action. - Add datasets to the app based on Salesforce data using the [CRM Analytics dataset builder](https://help.salesforce.com/s/articleView?id=analytics.bi_dataset_builder.htm&release=264.0.0&type=5 "Use Dataset Builder to create a single dataset based on data from one or more related Salesforce objects. Dataset Builder adds the instructions for building the dataset to the specified dataflow. The dataset is created the next time the dataflow runs, and refreshes each time the dataflow runs thereafter. To edit the dataflow, use the Dataflow Editor."). Service Analytics includes a default set of datasets based on your Salesforce data. Creating additional datasets lets your service managers and view other Salesforce data through the app. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-bi-264-0-0-production-enus/ec791473-f5b4-4f64-a656-9104f455d966/images/icon_note.png) Note Service Analytics does not support data sources external to Salesforce or registering new datasets from the app-generated dataflow. - Add objects, fields, and filters to Service Analytics. [Edit the app’s dataflow](https://help.salesforce.com/s/articleView?id=analytics.bi_integrate_workflow_configure.htm&release=264.0.0&type=5 "You can configure the dataflow by adding transformations directly to the dataflow definition file.") to include standard and custom objects and fields from Salesforce. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-bi-264-0-0-production-enus/ec791473-f5b4-4f64-a656-9104f455d966/images/icon_important.png) Important When users are deactivated, they lose share and delete access to all apps they manage. To avoid "stranding" an app, be sure that manager access is assigned to at least one active user BEFORE deactivating the user who's the manager of the app. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-bi-264-0-0-production-enus/ec791473-f5b4-4f64-a656-9104f455d966/images/icon_note.png) Note To create new datasets with just the Service Analytics app license, use the [CRM Analytics dataset builder](https://help.salesforce.com/s/articleView?id=analytics.bi_dataset_builder.htm&release=264.0.0&type=5 "Use Dataset Builder to create a single dataset based on data from one or more related Salesforce objects. Dataset Builder adds the instructions for building the dataset to the specified dataflow. The dataset is created the next time the dataflow runs, and refreshes each time the dataflow runs thereafter. To edit the dataflow, use the Dataflow Editor."). CRM Analytics associates new datasets created using the builder with the CRM Analytics default dataflow. If you edit the dataflow for the Service Analytics to register new datasets, you can’t access the resulting datasets.