---
schema_version: "1"
id: a75da8bb3bf7d93a68accea7f0216074e120a771dc9affa47129609f02319510
title: Review Customer Service Performance on Social Channels with the Social Case Analytics App
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/analytics/264-0-0/bi_template_social_case.md
canonical_url: https://help.salesforce.com/s/articleView?id=analytics.bi_template_social_case.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 84228063b8d6b33483881927ff778d7e283734ff0831478e95b56c3ac94b6e8c
description: Give managers a fast way to analyze customer service data. Explore how agents use social channels to deliver customer service. Monitor the number of posts to social channels and agents’ response times. The Social Case Analytics template guides you through creating the app.
products:
  - CRM Analytics
  - Cross Cloud
release: "264"
---
# Review Customer Service Performance on Social Channels with the Social Case Analytics App

Give managers a fast way to analyze customer service data. Explore how agents use social channels to deliver customer service. Monitor the number of posts to social channels and agents’ response times. The Social Case Analytics template guides you through creating the app.

### 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 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. Requires a CRM Analytics license.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
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        <thead class="slds-text-title_caps ">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d36348e64">User Permissions
              Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d36348e64 ">To create and manage the Social Case Analytics app:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d36348e64 ">Manage CRM Analytics Templated Apps</td>


          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d36348e64 ">To use the Social Case Analytics app:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d36348e64 ">Use CRM Analytics Templated Apps</td>

          </tr>
        </tbody>
      </table>

Before you create an app, make sure that:

- Your org uses case record types and includes at least one social post linked to a case.
- The Analytics Integration User has the appropriate [Salesforce field-level security](https://help.salesforce.com/s/articleView?id=analytics.bi_templates_field_level_security.htm&release=264.0.0&type=5 "Before creating an app from a template, you may have to give the Analytics Integration User access to all fields used in the app.") to view the fields that you want to analyze.

1. From the Analytics tab or Analytics Studio, click **Create** and then select **App**.
2. Select the Social Case Analytics template to open the guided flow.
    
    The guided flow checks that your org meets the minimum requirements.
3. If your org meets the minimum requirements, click **Looks good, next**.
    
    If the requirements aren’t met, check the feedback.
4. Name and save your app.

#### See Also

- [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.")