---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/servicenow-platform

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Configure Self-Service Analytics

# Configure Self-Service Analytics {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure the Self-Service Analytics
framework so you can use the generated metrics in a dashboard.

## Before you begin

Role required: admin

## About this task

Complete the following tasks to use the metrics generated by the Self-Service Analytics framework in a dashboard of an application:

## Procedure

1. [Activate Self-Service Analytics](https://www.servicenow.com/docs/G8dtQepDN3eoCQNjsGrYLQ "Activate the Self-Service Analytics Core plugin (com.snc.self_service_analytics_core) if you have the admin role. This plugin activates related plugins if they are not already active.").
2. [Configure activity contexts for Self-Service Analytics](https://www.servicenow.com/docs/OmBYYGDD1rP8T6Qgh_Ck8g "Define the type of activities you want to collect as Self-Service Analytics data for a user entity such as consumers and customer contacts.").
3. [Configure pattern elements for Self-Service Analytics](https://www.servicenow.com/docs/PKz5w8cwBLFg_3a7tuDimg "Configure a pattern element to specify a single activity type and how many times it occurs. Each pattern element is implemented as regular expressions.").
4. [Configure pattern element groups for Self-Service Analytics](https://www.servicenow.com/docs/YWaMpxhiO5faC9Uu3fNr3A "Define a logical combination of two pattern elements, pattern element group, or both and how many times the combination occurs. Each pattern element group is implemented as regular expressions.").
5. [Configure activity patterns for Self-Service Analytics](https://www.servicenow.com/docs/MCQly6aDUYE_MnOkspMR6g "Configure an activity pattern to combine the pattern element, pattern element group, or both for a user entity and link them to an outcome.").
6. [Set up the deflection configuration for Self-Service Analytics](https://www.servicenow.com/docs/0_90kYZy~2B1x_dWbjmjBg "Associate a period of time with an activity context that defines how long a system will wait for a case to be created to match a deflection pattern.").
7. [Configure scheduled jobs for Self-Service Analytics](https://www.servicenow.com/docs/DXbNfm9kGbnh806OODGYmg "Schedule when to run the deflection configuration to generate the activities that match an activity pattern within an activity window.").
* **[Activate Self-Service Analytics](https://www.servicenow.com/docs/G8dtQepDN3eoCQNjsGrYLQ)**   
  Activate the Self-Service Analytics Core plugin (com.snc.self_service_analytics_core) if you have the admin role. This plugin activates related plugins if they are not already active.
* **[Configure activity contexts for Self-Service Analytics](https://www.servicenow.com/docs/OmBYYGDD1rP8T6Qgh_Ck8g)**   
  Define the type of activities you want to collect as Self-Service Analytics data for a user entity such as consumers and customer contacts.
* **[Configure pattern elements for Self-Service Analytics](https://www.servicenow.com/docs/PKz5w8cwBLFg_3a7tuDimg)**   
  Configure a pattern element to specify a single activity type and how many times it occurs. Each pattern element is implemented as regular expressions.
* **[Configure pattern element groups for Self-Service Analytics](https://www.servicenow.com/docs/YWaMpxhiO5faC9Uu3fNr3A)**   
  Define a logical combination of two pattern elements, pattern element group, or both and how many times the combination occurs. Each pattern element group is implemented as regular expressions.
* **[Configure activity patterns for Self-Service Analytics](https://www.servicenow.com/docs/MCQly6aDUYE_MnOkspMR6g)**   
  Configure an activity pattern to combine the pattern element, pattern element group, or both for a user entity and link them to an outcome.
* **[Set up the deflection configuration for Self-Service Analytics](https://www.servicenow.com/docs/0_90kYZy~2B1x_dWbjmjBg)**   
  Associate a period of time with an activity context that defines how long a system will wait for a case to be created to match a deflection pattern.
* **[Configure scheduled jobs for Self-Service Analytics](https://www.servicenow.com/docs/DXbNfm9kGbnh806OODGYmg)**   
  Schedule when to run the deflection configuration to generate the activities that match an activity pattern within an activity window.

**Related topics**   

* [Self-Service Analytics dashboard for customer service](https://www.servicenow.com/docs/access?context=ssa-cs-dashboard&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)