---
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id: 3126561b35dc7f01a73eb2fd13ca0f91574ffee7992ac7f4f066a0550396a3ac
title: Understand Service Analytics Limitations
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_limitations.md
canonical_url: https://help.salesforce.com/s/articleView?id=analytics.bi_app_service_wave_limitations.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: feb0e8becbf3a33c6f5d7190bdeb4d4d88c555172ac1ea353c65486a09ccae3f
description: Service Analytics requires that Service Cloud include specific data, initially supports a limited set of Salesforce objects, and has other miscellaneous limitations.
products:
  - CRM Analytics
  - Cross Cloud
release: "264"
---
# Understand Service Analytics Limitations

Service Analytics requires that Service Cloud include specific data, initially supports a limited set of Salesforce objects, and has other miscellaneous limitations.

## Service Analytics Limitations

These limitations apply to Service Analytics.

## Service Analytics Data Requirements

Service Cloud data must include at least one each of the following for Service Analytics dashboards to function correctly: Events, tasks, closed cases, or published articles attached to a case or an opportunity. It also requires that your org has at least one contact ID associated with a case.

Custom formula fields on the Cases object must exist or be created for the SLA missed (text) and FCR (Boolean) fields.

## Service Analytics Support for Salesforce Objects and Fields

Service Analytics supports all Salesforce standard and custom objects and data. When you first create the app by default it includes only a predefined set of objects and fields. The app creates a dataflow that exposes selected fields from the following Salesforce objects:

- Account
- Cases
- Contact
- User
- UserRole
- Task

Service Analytics also uses fields from the following options depending on the answers you select in the configuration wizard:

- Customer satisfaction (CSAT)
- Knowledge
- Business hours
- Case history
- Case record types
- Queues
- Opportunities
- Opportunity record types
- Events
- Telephony
- Chat
- Omni-Channel

Service Analytics supports standard and custom fields on standard Salesforce objects. The fields provided are determined by the answers you provide when you create the app using the built-in configuration wizard.

Service Analytics limits custom objects support to no more than 10 custom objects for each org that implements Service Analytics. This limitation is contractual, not technical.

To add custom objects or extra fields not included when you first create the app, you must update the Service Analytics dataflow. For details, see [Design Datasets with Dataflows and the Dataset Builder](https://help.salesforce.com/s/articleView?id=analytics.bi_integrate_design_datasets_with_dataflows_and_builder.htm&release=264.0.0&type=5 "Use a dataflow to create one or more datasets based on source data from existing datasets or synced data. A dataflow is a set of instructions that specifies what input data to include, how to transform that data, and which datasets to load the transformed data into.").

## More Service Analytics Limitations

Service Analytics doesn’t support external data sources or registering new datasets from the app-generated dataflow.

Including CSAT score in dashboards or dataflows is optional. The app configuration wizard lets you associate CSAT from a custom case field or Custom Object related to the Cases object.

You must manually add security predicates or other dataset filters to the app dataflow.

The app doesn’t support multi-hierarchy (team and manager) when you create it. You can manually add that functionality.

The Knowledge Usage dashboard reports on a single Article Type, which you select when you use the configuration wizard.