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Case Metrics Questions, Public Sector Case Analytics Custom Wizard Step 4 of 6

Case Metrics Questions, Public Sector Case Analytics Custom Wizard Step 4 of 6

Answer a series of questions to tell CRM Analytics how you prefer to view metrics about your cases.

Note
Note This page is labeled Step 4 of 6, even though it’s the first page of questions you see after you select custom create. This is the fourth of six steps for creating Public Sector Case Analytics with the custom option.
  • Question 1, optional: Asks you to indicate the primary field you use in Salesforce to track case duration, if any. If you don’t track case duration, CRM Analytics uses its own formula to calculate case duration based on the date a case was opened and closed. If the case is still open, it uses today’s date as part of the calculation. Allows only a single selection. If you add business hours to the app, CRM Analytics includes a business hours case duration calculation.
  • Question 2, optional: Asks if you use other (secondary) fields related to case duration. You can select multiple fields, for example, Duration with client and Duration with case manager.
  • Question 3, optional: Asks you to select the field you use to track SLA compliance. Typically, you would track SLA compliance with a custom formula field on the Cases object or the standard Milestone Status field. (Milestone Status field values include compliant, open violation, and closed Violation). If you track SLA compliance using a Boolean custom formula field, you can’t select that field from the wizard. In that case, do the following: Select any field and then manually edit the dataflow to include the Boolean field. Then, find and replace the field name in Public Sector Case Analytics dashboard JSON (see CRM Analytics Dashboard JSON Reference).
  • Question 4, optional: Asks you to select the field you use to record that a case is resolved on first contact. You would typically track first contact resolution using a Boolean custom formula field on the Cases object or the standard Closed when Created (IsClosedOnCreate) field.
  • Question 5, optional: Asks if you’d like to include other Cases object metrics in your app. Choose a numeric field.