---
schema_version: "1"
id: 3bb08c44880d81ccc25cd48104aa0adac50e9880c7c23d807a0cef29fa6653fd
title: Public Sector Case Analytics Template
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/analytics/264-0-0/bi_template_public_sector.md
canonical_url: https://help.salesforce.com/s/articleView?id=analytics.bi_template_public_sector.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 409d1cc5db2018a0e6140f9002c233bdbe0721158fa0ddc206da654b6643bd4d
description: Public Sector Case Analytics lets public sector service organizations measure their effectiveness and identify immediate actions to improve case work performance.
products:
  - CRM Analytics
  - Cross Cloud
release: "264"
---
# Public Sector Case Analytics Template

Public Sector Case Analytics lets public sector service organizations measure their effectiveness and identify immediate actions to improve case work performance.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available with CRM Analytics, which is available for an extra cost in <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions. Also available in <strong>Developer</strong> Edition.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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          <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d88007e68">User Permissions Needed</th>
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          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88007e68 ">To create and manage Public Sector Case Analytics:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88007e68 ">Manage CRM Analytics Templated Apps</td>


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          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88007e68 ">To use the Public Sector Case Analytics app:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88007e68 ">Use CRM Analytics Templated Apps</td>

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![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 See [Create Apps from CRM Analytics Templates: Start Here](https://help.salesforce.com/s/articleView?id=analytics.bi_app_prebuilt_getting_started.htm&release=264.0.0&type=5 "Follow these general procedures when you create Apps from any CRM Analytics Template. Before you create an app, see the help for the CRM Analytics Template you want to use for requirements and instructions specific to that template.") for general app creation procedures for all CRM Analytics templated apps. The information here provides specifics about creating and using the Public Sector Case Analytics app.

![Public Sector Case Analytics Case Overview dashboard](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-bi-264-0-0-production-enus/ec791473-f5b4-4f64-a656-9104f455d966/bi/images/bi/bi_templates_public_sector.png)

The app’s prebuilt dashboards give you instant insight into case status, surfacing the ones that require immediate attention. Visualizations surface case-related activities that are near or past due to help you stay on track delivering client services. View bottlenecks in the process so you can take action to assure effective case management and resolution. And see if you and your team are compliant with service level agreements.

Also, get details about your clients and beneficiaries, trends in client satisfaction, and case history brought to life via interactive visualizations. You can also immediately surface top-performing case managers and understand why they’re effective. And identify lower performers so you can help them take steps to become more effective.

## Org Requirements

Your org requires the following before you can create an app from the Public Sector Case Analytics template:

- Make sure you and all app users have the Analytics Plus or Analytics Growth licenses.
- Your org must have at least one closed case and one closed task to enable app creation.
- The wizard checks to see if you track data about the following in your org:
    - Customer satisfaction (CSAT)
    - Knowledge
    - Case history
    - Queues
    - Events
    - Business hours
    - Case record types
    - Telephony
    - Omni-Channel
    - Person Accounts
- Set Salesforce field-level security to enable the Analytics Integration User to see all fields used in the app. See [Set Field Level Security to Enable Creation of a CRM Analytics Template.](https://help.salesforce.com/articleView?id=bi_templates_field_level_security.htm&type=5&language=en_US)
- CRM Analytics looks for your org’s fiscal year start date and uses it in app dashboards. To choose a different fiscal start date, use the app’s Custom create option.

1. **[Customize Public Sector Case Analytics with the Configuration Wizard](https://help.salesforce.com/s/articleView?id=analytics.bi_template_public_sector_configurator.htm&release=264.0.0&type=5)**  
    Use the configuration wizard to make sure Public Sector Case Analytics reflects how you prefer to view case management data.
2. **[Use Public Sector Case Analytics Prebuilt Dashboard](https://help.salesforce.com/s/articleView?id=analytics.bi_template_public_sector_dashboards.htm&release=264.0.0&type=5)**  
    After you create Public Sector Case Analytics, navigate to the app and use its dashboards to measure your team’s effectiveness and improve services delivery.