---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Analytics and insights

# Analytics and insights {#ariaid-title1}

* Release version: Zurich
* 
* Updated June 26, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use the Performance Analytics applications for Customer Service Management to report your customer service performance and effectiveness. You can use the predefined key performance indicators (KPIs) and preconfigured role-based dashboards for monitoring your customer service
processes.

## Performance Analytics dashboards {#analytics-and-insights__section_vgy_y5w_vvb}

The analytics included in the preconfigured Performance Analytics dashboards enable you to align your organizational goals across all roles, from executive to manager to agent.

You can use the dashboards to provide your customer service managers with deep insights into how they can visualize the data over time, analyze the business processes, and identify areas of improvement. For example, the Customer
Service Executive dashboard displays profitability data and support trends by month.

To learn more about the Performance Analytics solutions, see [Customer Service Platform Analytics Solutions](https://www.servicenow.com/docs/oe2NMUorD~_kAnOxb_qrvg "Customer Service Platform Analytics Solutions contain preconfigured dashboards with actionable data visualizations to improve your business processes.").

To learn more about the different Performance Analytics plugins and what they provide, see [Additional plugins for Customer Service Management](https://www.servicenow.com/docs/frRoMBLOTvF9AZ3RrbM1aQ "After Customer Service Management is activated, you can activate additional plugins that provide demo data and enable various features.").