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Content packs and in-form analytics

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Content packs and in-form analytics

Content packs contain preconfigured best practice dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices. With in-form analytics, you can access preconfigured dashboards directly from a form.

Note: Content packs and in-form analytics provide all the configuration records required to analyze default applications. You must have Performance Analytics Premium to collect scores for content pack indicators.

Content packs

Content packs contain pre-configured dashboards that track and analyze key processes and metrics.

The Performance Analytics widgets on the dashboard visualize data over time. These visualizations allow you to analyze your business processes and identify areas of improvement. With content packs, you can get value from Performance Analytics for your application right away, with minimal setup.
Note: Content packs include some dashboards that are inactive by default. You can activate these dashboards to make them visible to end users according to your business needs.

Content packs provide all the configuration records required to analyze default applications.

For additional content packs on these and other processes or apps, see the ServiceNow Share Portal. Custom applications on the Share Portal are created by ServiceNow customers and partners and are not supported by ServiceNow.

In-form analytics

In-form analytics integrate performance insights into forms so that users can access important metrics in context, and make better decisions.

A dashboard with relevant visualizations appears as a pop-up window when a user clicks the Analytics icon (the Analytics icon) next to a field. For example, in-form analytics on an incident form show the expected to time close that incident based on historical data, enabling support engineers to set appropriate customer expectations.

If an application has a content pack that is inactive, that content pack is activated when you activate in-form analytics.

Available content packs

Content packs with preconfigured dashboards, indicators, and other configuration records are available for multiple applications.

Content packs are available for the following applications. The ID for each content pack plugin is listed in parentheses.
  • Application Portfolio Management (
  • Change Management (
  • Cloud Management (
  • Configuration Management (CMDB) (
  • Customer Service (New) (
    Note: Always activate the Customer Service (New) plugin, which includes the dashboards in the older Customer Service (com.sn_customerservice_pa) plugin.
  • Discovery (
  • Event Management (
  • Field Service Management (com.snc.work_management_pa)
  • Financial Management (
  • Human Resources (
    Note: The content pack for the unscoped version of Human Resources,, is deprecated. If you are using the unscoped version of Human Resources and want to activate its content pack, contact customer support.
  • Incident Management (
    Note: Incident management content is available by default with Performance Analytics in a limited version.
  • Incident SLA (
  • Incident Spotlight (
  • Knowledge Management (
  • Problem Management (
  • Project Portfolio Suite (
  • Request Management (Requested Item) (
  • Request Management (Requests) (
  • Service Desk Chat (
  • Security Incident Analytics (

Available in-form analytics

In-form analytics, which integrate data visualizations into forms, are available for multiple applications.

In-form analytics are available for the following applications. The ID for each content pack plugin is listed in parentheses.
  • Content Sensitive Analytics for Change Management (
  • Content Sensitive Analytics for Chat (
  • Content Sensitive Analytics for Customer Service (
  • Content Sensitive Analytics for Incident (
  • Content Sensitive Analytics for Problem Management (

Activate a content pack using guided setup

You can activate and set up Performance Analytics content packs quickly and consistently using guided setup.

Before you begin

Role required: admin

About this task

Guided setup simplifies the process of activating content packs and configuring the provided records to meet your needs. After you complete guided setup, Performance Analytics will be configured for an application. You can then view collected scores on scorecards and dashboards.
Note: You can activate Performance Analytics content packs on instances that do not have Performance Analytics Premium to evaluate the functionality. However, to collect scores for content pack indicators you must license Performance Analytics Premium.


  1. Navigate to Performance Analytics > Guided Setup.
  2. Click Get Started.
  3. Scroll to the application you want to set up a content pack for, such as Incident or Customer Service.
  4. If the plugin is not yet active, guided setup is locked until you activate the content pack plugin.
    Note: A user must have the admin role to complete these steps.
    1. Click View plugins.
    2. Click the Activate/Upgrade related link.
    3. Click Activate.
      Activating a Performance Analytics content pack plugin also activates any plugins for the associated application if they are not already active. For example, activating the Performance Analytics - Content Pack - Customer Service plugin also activates the Customer Service plugin, if it is not already active.
    4. After the plugin is activated, close the plugin window to return to guided setup.
  5. Click Get Started for the application you are setting up.
  6. Follow the guided setup instructions to review the provided records such as indicators, breakdowns, widgets, and dashboards and to begin collecting Performance Analytics scores.
    As you perform each step, additional information appears in the right-side Help menu.