Thank you for your feedback.
Form temporarily unavailable. Please try again or contact docfeedback@servicenow.com to submit your comments.

Customer Service Performance Analytics Solutions

Log in to subscribe to topics and get notified when content changes.

Customer Service Performance Analytics Solutions

Customer Service Performance Analytics solutions contain preconfigured dashboards with actionable data visualizations to improve your business processes.

Use the Performance Analytics widgets on the dashboard to visualize data over time, analyze your business processes, and identify areas of improvement. With solutions, you can get value from Performance Analytics for your application with minimal setup.
Note:
  • Solutions 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.
  • Out-of-the-box solutions and in-form analytics provide all the configuration records required to analyze default applications. Customize these records for use in your production environment.
Two Performance Analytics solutions are available for Customer Service:
  • Customer Service (com.snc.pa.customer_service)
  • Customer Service Management - Advanced (com.snc.pa.customer_service_advanced)
Note: Customer Service Performance Analytics solutions are an optional feature available for the Customer Service Management application. To use them, your subscription must also include Performance Analytics. Once you have the subscription, enable the Performance Analytics Premium for Customer Service and the Customer Service Performance Analytics solutions on the instances where you wish to leverage the enhanced functionality. For more information about getting the Performance Analytics subscription product, see Get licensed Performance Analytics.

Customer Service solution

The Customer Service solution adds the following features.
Note: Performance Analytics - Spotlight (com.snc.pa.spotlight) is automatically activated with this solution.
Spotlight groups:
  • Case Spotlight
Dashboards:
  • Customer Service Agent
  • Customer Service Manager
  • Customer Service Executive

Customer Service Management - Advanced solution

The Customer Service Management - Advanced solution adds the following features.
Note: Performance Analytics - Spotlight (com.snc.pa.spotlight) is automatically activated with this solution.
Spotlight groups:
  • Case Spotlight
Dashboards:
  • Customer Service Agent - Advanced
  • Customer Service Manager - Advanced
  • Customer Service Executive - Advanced
These dashboards have all the information shown on the dashboards for the basic Customer Service solution, but also contain additional indicators for the following features. Activate all the plugins below in order to view the additional indicators.
  • Major Issue Management
  • Customer Service Case Action Status
  • Customer Service with Request Management
  • Customer Service with Service Management
  • Agent Chat
  • Advanced Work Assignment for CSM
  • Performance Analytics - Content Pack - Advanced Work Assignment
Note: For more information about the Major Issue Management indicators, see Major issue management analytics.

The Customer Service Management - Advanced solution also adds additional Service Management indicators to the Analytics Hub. For more information, see CSM integration with Service Management analytics.

Enable Performance Analytics for Customer Service Management

To enable Performance Analytics for Customer Service Management, a user with the admin role can navigate to Performance Analytics > Guided Setup. Click Get Started and then scroll to the section for Customer Service. The guided setup takes you through the entire setup and configuration process.

Feedback