Public Sector Case Analytics Wizard Data and Feature Check

At the start of app creation, Public Sector Case 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.

Public Sector Case Analytics checks your org for data and features when you open the configuration wizard. If it finds any issues you need to correct before creating the app, you see messages that tell you what to do. Position your cursor over the tooltip Analytics app tooltip icon for more information.

Here are details about each phase of the check.

Minimum Requirements

Your org must have at least one closed case and one closed task to enable app creation. If you see an error message, close a case and a task and try creating the app again

Features to Add to Your App

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

The tooltip Analytics app tooltip icon tells you which are available in your org. Basic app creation automatically adds those features. Custom app creation lets you choose the ones to add.

Note CSAT and knowledge data can only be added using custom app creation.

Field-Level Security

The wizard checks if the Analytics Integration User has access to all fields needed to create the app using the basic create option. If the Integration User can’t access all fields, you see a warning and the tooltip lists the fields that lack access. Go to Salesforce Setup and provide access to those fields. See Set Field Level Security to Enable Creation of an CRM Analytics Template. Until all fields are available, you can’t use the basic create option.

Fiscal Calendar Setting

The wizard looks for your org’s fiscal year start date and uses it for Service Analytics. To choose a different fiscal start date, use the app’s Custom create option.

Case History

The wizard checks to be sure that your org uses history tracking on the Cases object for case status and owner. If it doesn’t, follow the directions in the error message and try creating your app again.