Unable to find tab in CSM dashboard

[Anna Markose]

I am exploring the OOB CSM dashboard functionalities. In the screenshots provided in the CSM dashboards in serviceNow docs, I can see the tabs like Overview, Cases by state, Cases by age, Data quality, KPIs. But in my PDI(Yokohama version), I am not able to find those tabs, please find the screenshot below from my PDI. Also I am not able to find the customer  service executive dashboard. 

I have installed the below plugins

1) Performance Analytics - Content Pack - Customer Service Management - Advanced Customer Service Management Plugin id: com.snc.pa.customer_service_advanced

2) Performance Analytics - Content Pack - Customer Service Customer Service Management Plugin id: com.snc.pa.customer_service

3) Performance Analytics - Premium Now Intelligence Plugin id: com.snc.pa.premium

[Mark Manders]

Check the plugins for CSM you have installed. Probably some of them aren't up to date, or you are missing some. ServiceNow is making a mess of the number of apps/plugins they have and not referring to them within the docs.

[Anna Markose]

I have checked in for the plugins and still I couldn't figure out which is the correct plugin for CSM executive dashboard. Somewhere I have found the below data, but not able to find the customer access management plugin and unified user plugin to get it installed.

Some Info found regarding the plugins: 

In summary, the CSM Executive dashboard requires the core CSM plugin and possibly other supporting plugins like CAM and UUC. Proper role assignments, ACL configurations, and potentially content pack activations are necessary to ensure the dashboard functions correctly and provides the desired insights. 

2. Additional Plugins (Often Required):

Customer Access Management (CAM):

This plugin, if used, allows for granular control over customer access to the platform and data, which is crucial for the executive dashboard's data integrity and security. 

Unified User (UUC):

This plugin helps manage users who interact with both internal and external systems, enabling a more unified customer experience and data flow.