Use the Public Sector Case Analytics Basic Create Option

Select the basic app creation option when you create Public Sector Case Analytics for the first time or when you want to create the app quickly.

The basic create option uses data, features, and default settings detected during the compatibility check that runs when you start app creation.

The wizard asks you a single, required question about the field you use to categorize cases. Choose the name of the field your business uses most to identify and organize cases, service, category, type, or level. Then click Looks good, next.

Name your app, and click Create.

Basic create can’t use client satisfaction and knowledge data. CRM Analytics requires more information about how they’re used in your org before creating an app. To add them, use the custom create option, and answer the wizard questions about the data.

Basic create uses the following settings:

To identify cases by geography, the Billing State/Province field from the Accounts object.
Fifty (50) seconds as the maximum time agents can keep customers waiting during phone calls.

To vary these settings based on how you use Service Cloud, select the custom create option.