1. Service Analytics Wizard Data and Feature CheckAt the start of app creation, Service 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.
2. Choose Service Analytics Wizard App Creation OptionsAfter Service Analytics checks your org’s data and features, choose between basics and custom app creation options.
3. Use the Service Analytics Wizard Basic Create OptionSelect the basic app creation option when you create Service Analytics for the first time or when you want tocreate the app quickly.
4. Use the Service Analytics Wizard Custom Create OptionCustom app creation gives more advanced users fine-grained control over Service Analytics features anddata.
5. How to Answer Service Analytics Custom Wizard QuestionsAfter you add features to Service Analytics, the custom version of the configuration wizard asks you a series of questions about your data. Follow these general guidelines, and the specifics that follow, to get the best result.
6. Data Drilldown Questions, Service Analytics Custom Wizard Step 5 of 6Tell Service Analytics how you prefer to drill down into data about cases, including category, type, severity, owner, and reason, and if they’re resolved at first contact.
7. Questions About Added Features, Service Analytics Custom Wizard Step 6 of 6Provide more specifics about how Service Analytics uses data from the features you added to the app.
8. Set Up Service Analytics CSAT Metrics: ExampleThis scenario provides detail to help you answer questions about CSAT data in Step 6 ofthe Service Analytics configurationwizard.