View trending topics dashboard
Summarize
Summary of View Trending Topics Dashboard
The trending topics dashboard, available in the Zurich release, enables ServiceNow customers to identify and visualize clusters of related records, their volumes, and sentiment trends over time. It leverages GenAI-generated insights to provide a comprehensive view of emerging issues across cases, thereby enhancing efficiency and understanding of root causes.
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Key Features
- Trending Topics Widget: Accessible from the CSM Configurable Workspace and Workforce Optimization home page, this widget provides an overview of current trends, including interactive details for specific topics.
- Data Scope: Displays topics with at least one open case and a minimum of two total records.
- Interactivity: Users can filter topics and refresh data to ensure they have the latest information. A 'Clear all' option resets insights to default.
- Data Visualizations: The in-depth view page presents top 10 trending topics with metrics such as total records, changes, affected accounts, and customer sentiment, along with various filters for deeper analysis.
- GenAI Insight Cards: These provide automated insights into trends, including the Impact Explorer and Historical Trends Resurfacing, allowing users to analyze the impact on accounts, products, and more.
Key Outcomes
By utilizing the trending topics dashboard, customers can quickly identify trends, understand case statuses, and make informed decisions to address emerging issues effectively. The tools provided enable detailed analysis across multiple dimensions, enhancing operational efficiency and responsiveness to customer needs.
Identify clusters of related records and visualize their volumes and sentiment trends over time using the trending topics dashboard and GenAI-generated insights.
The trending topics dashboard provides visibility into emerging issues across cases. It includes interactive widgets, filters, and GenAI-generated insights to help identify trends, understand root causes, and improve efficiency.
Widget Overview
| Function | Description |
|---|---|
| Trending Topics Widget | The trending topics widget can be accessed from the CSM Configurable Workspace and Workforce Optimization home page and provides an overview of current trends. You can access more detailed information by selecting View dashboard and navigate to the details page. |
| Data Scope | The widget displays topics that have at least one open case and a minimum of two total records. |
| Interactivity | When you select on a topic, the dashboard opens pre-filtered topic details for that specific topic. |
| Refresh button | Selecting the Refresh icon updates the data for the trends, confirming you have the most current information at your fingertips. |
| Clear all button |
Selecting Clear all resets the insights to their default state. |
| AI alert | Indicates that the pages are fully generated by Now Assist |
| Search | Improves information discovery and navigation. |
| Pagination | Improves performance and user experience by loading and displaying large datasets in smaller, manageable chunks. |
In-depth View Page Structure
The in-depth view page shows Data Visualizations and GenAI Insight Cards.
Data Visualizations – List View
Displays the top 10 trending topics with the following attributes:
- Topic description
- Total records
- Total record change
- Affected accounts
- Number of agents
- Customer sentiment
Filters include:
- Region, Assignment Group, Account, Agent, Category, Product, Channel, Priority, State
- Time period: Last 7 days, Last 6 months, Last 30 days, Last 3 months, Last 12 months, and Custom range
- Region, Assignment Group, Account, Agent, Category, Product, Channel, Priority, State.
- Time period: Last 7 days, Last 6 months, Last 30 days, Last 3 months, Last 12 months, and Custom range
The dashboard provides several key features to analyze and understand record trends and case status.
- Record Trend Chart: Visualize the total records on a specific date.
- Record Details Chart: Examine the case status of various cases on a particular date.
Trend Breakdown: Trend analysis can be segmented by multiple categories, including, Region, Assignment Group Account Agent Category Product Channel Priority State.
- Average trend score
- Record count by trend bucket
This breakdown shows trends across different dimensions and regions.
GenAI generated Insight Cards
Automatically generated insights give you information about general trends and include:
- Impact explorer- Displays accounts, products, assignment groups, and channels that are impacted by the highest volume of records among the top 10 trends.
- Historical trends resurfacing- Displays trends that didn’t have any open records in the last year and recently resurfaced open records.
You can select Related record to open a new page with a list that shows the corresponding cases referenced in the graph and select the refresh icon 
to see the most recent update.
AI alerts and gradient theme in dashboard
An AI tagline alert with the AI gradient color theme is available in the dashboard to indicate that these pages are fully generated by Now Assist. You can dismiss the alert by selecting the X on the banner. This experience is accessible through entry points in both the CSM Manager Workspace and the Workforce Optimization Dashboard.