---
schema_version: "1"
id: cc03a19e01079e580a0c7398b14609f30abb3b943b813f83ebc00862428e7080
title: Use the Public Sector Case Analytics Custom Create Option
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_wizard_custom.md
canonical_url: https://help.salesforce.com/s/articleView?id=analytics.bi_template_public_sector_wizard_custom.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 93dff497fce1ec0e217295c9cc993551b868c7fe72815ec1e6b8a6f6a653e15d
description: Custom app creation gives you fine-grained control over Public Sector Case Analytics features and data.
products:
  - CRM Analytics
  - Cross Cloud
release: "264"
---
# Use the Public Sector Case Analytics Custom Create Option

Custom app creation gives you fine-grained control over Public Sector Case Analytics features and data.

## Add Data and Features

The first window in the custom creation process lets you add data and features to your app. By default, Public Sector Case Analytics includes data from these standard Salesforce objects.

- Cases
- User
- UserRole
- Task

The compatibility check that run at the start of app creation looks for other available data and features. The wizard displays the results on the first custom create window, letting you know which features you use in your org. If you use a feature, this window tells you it’s available to your app. If you don’t use the feature, CRM Analytics tells you it’s not available.

CRM Analytics preselects the features used for basic app creation. You have the option of adding others. Preselected options contain a check mark in the upper right corner. Add other available options to your app by clicking them. Click options with a check mark to deselect them. Here are the options Public Sector Case Analytics lets you add, if available, and details about adding each.

- Customer Satisfaction (CSAT) Score. Select to add CSAT data to your app. If you select, CRM Analytics adds questions to the wizard that ask how you track CSAT data. See [Questions About Features Added to Public Sector Case Analytics; Custom Wizard Step 6 of 6](https://help.salesforce.com/s/articleView?id=analytics.bi_template_public_sector_wizard_added_features_step6.htm&release=264.0.0&type=5 "Provide more specifics about how Public Sector Case Analytics uses data from the features you add to the app.").
- Knowledge. Select to add Salesforce knowledge data to your app. If you select, CRM Analytics adds questions to the wizard that ask how you track knowledge data. See [Questions About Features Added to Public Sector Case Analytics; Custom Wizard Step 6 of 6](https://help.salesforce.com/s/articleView?id=analytics.bi_template_public_sector_wizard_added_features_step6.htm&release=264.0.0&type=5 "Provide more specifics about how Public Sector Case Analytics uses data from the features you add to the app.").
- Business Hours. Select to add a business hours case duration calculation to datasets. This uses data from the Business Hours field in the Cases object. Be sure that the Analytics Integration User has access to this field by editing field-level security for the Cases object.
- Case History. Select to include historical tracking for both case owner and for the field selected in wizard Page 5, Question 4. [Data Drill Down Questions, Public Sector Case Analytics Custom Wizard Step 5 of 6](https://help.salesforce.com/s/articleView?id=analytics.bi_template_public_sector_wizard_drilldown_step5.htm&release=264.0.0&type=5 "Tell Public Sector Case Analytics how you prefer to drill into data about cases, including category, type, severity, owner, and reason, and if they’re resolved at first contact.").
- Case Record Types. Select to add record type for the Cases object. If you select, Public Sector Case Analytics lets you filter cases by record type.
- Queues. Select to add queues data from the Group object, which your org uses to assign case ownership. If you select, Public Sector Case Analytics lets you filter cases by user and queues.
- Events. Select to add data from the Events object, which your org uses to track case activity. If you select, Public Sector Case Analytics includes events data and combines it with tasks data so you can drill into cases by activities (that is, tasks and events).
- Telephony. Select to add telephony data from standard call fields in the Tasks object. Standard fields include call duration, call object identifier, call result, and call type. If you select, Public Sector Case Analytics creates the Telephony dashboard showing data from those fields.
- Omni-Channel. Select to add data from Omni-Channel, which your org uses to create and route work items. If you select, Public Sector Case Analytics creates the Omni-Channel dashboard and dataset.
- Person Accounts. Select to add data from the Person Accounts object, which your org uses to track clients. If you select Person Accounts, Public Sector Case Analytics lets you filter cases by clients. If you don’t, the app extracts clients from the Contacts object and augments Accounts with them.