CSM Contacts cannot view Customer Service Manager Dashboard in Platform Analytics

[TamilarasiB]

Hi everyone,

I'm facing a visibility issue regarding the OOTB Customer Service Manager dashboard in Platform Analytics for our B2B external contacts (Account Admins/Contacts).

Primary Contact of account should be able to see the OOTB Customer Service Manager dashboard. But it is not visible to these primary contact. I have added the pa_viewer, pa_admin, sn_cutomerservice.manager roles to that primary contact.

Also sn_cutomerservice.manager role can view the OOTB Customer Service Manager dashboard by default. What should I do to make this visible to them.

Because dashboards present in performance analytics are visible to these contacts but OOTB Customer Service Manager dashboard is present in platform analytics and not visible to users.

[Tanushree Maiti]

Hi @TamilarasiB 

1. Open the dashabord in analytics center ->add a CSM workspace tag under dashboard visibility.

   Refer: https://www.servicenow.com/community/hrsd-forum/platform-analytics-dashboard-doesnt-show-up-on-the-n...

2. Navigate to sys_user_preference.list in the application navigator

search for the name contains dashboard,

you need to manually create a record similar to the one above
but simply change the User value, using insert and stay would be easiest

Refer: https://www.servicenow.com/community/platform-analytics-forum/dashboard-not-visible-to-user-w...