Configure trending topics dashboard

  • Release version: Zurich
  • Updated November 5, 2025
  • 2 minutes to read

    • Configure the trending topic dashboard to identify clusters of related records, visualize their volume and sentiment over time, and leverage AI-generated insights to proactively resolve issues and improve operational efficiency.

    Before you begin

    Role required: admin

    Trending topics dashboard is generated from the information that you enter in the short description field.
    Note:
    Any modifications to the names or labels of these fields can result in issues with trending topics in the dashboard.

    Procedure

    1. Navigate to All > Now Assist Admin > Skills.
    2. Select the Customer workflow, and CSM as the product.
    3. Activate skill for the Trending topics dashboard skill.
      Each skill has a guided setup with multiple steps. A check symbol next to each step indicates whether its setup is complete, partially complete, or incomplete. After configuring a step, select Save and continue to move forward, or Back to return to a previous step.
    4. Select General details and edit name and description of the skill.
      Additional information regarding details of the skill are displayed, but can’t be edited.
    5. Select Cluster Input and review the tables and fields to create prompts that determine the source from which the data is pulled.
      You can’t modify the input data source.
      Table 1. Inputs for the trending topics dashboard skill
      Input Description
      Input table Case [sn_customerservice_case]
      Input fields Short description
    6. Select Record clustering to group records by similarity based on the adjusted inputs in the previous step.
      Record clustering enables you to add the job in the queue, providing you with the ability to leave the page while the task is running in the background. You are notified when the task is complete.
    7. Select Define access to determine who can access this skill.

      By selecting specific roles, you’re controlling who can use it. The roles you choose will also be available in the next step Select display.

      Default and Custom Roles:
      • If no changes are made, the default role sn_customerservice_manager automatically appear in Define Access and Select Display.
      • If custom roles were added before the upgrade, they’re updated automatically by a script.
      • If new roles are created after the upgrade, you can manually add them in both the Define Access and Select Display.
        Note:
        In the Select Display step, you can only choose roles that were added in the Define Access step. If you add a role in Define Access, you still must manually select it in Select Display to make it active.
    8. Toggle Select display to determine if trending topics dashboard skill appears in In-product desktop, displaying Now Assist skills on forms and workspaces.
    9. Select roles for whom trending topics dashboard are displayed.
      The user roles added in the Define access step for each ACL(access control list) can be selected in this step.
    10. After selecting Review and Activate to examine changes, select Done to close the activity response generation settings.
    11. Select Activate to turn on the skill for agents and complete the configuration.
      Skill is activated for agents.