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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Customer Service Platform Analytics Solutions

# Customer Service
Platform Analytics Solutions {#customer-service-content-pack__phContentPackAppName}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Customer Service Platform Analytics Solutions

Customer Service Platform Analytics Solutions provide preconfigured dashboards and actionable data visualizations designed to enhance business processes.
Utilizing Performance Analytics indicator data, these solutions help analyze and identify areas for improvement in customer service operations.
Show full answer Show less  

## Key Features

* **Preconfigured Dashboards:** Available dashboards include Customer Service and Customer Service Management - Advanced, featuring relevant metrics over time.
* **Performance Analytics Integration:** Requires a license for Performance Analytics to enable features. Spotlight functionality is activated automatically with both solutions.
* **Customizable Options:** Users can create their own objects beyond the preconfigured dashboards.
* **Advanced Features:** The Advanced solution includes additional indicators for features like Major Issue Management and Advanced Work Assignment, contingent upon the activation of specific plugins.

## Key Outcomes

By implementing these analytics solutions, ServiceNow customers can expect to gain valuable insights into their customer service operations, improve decision-making, and enhance service delivery efficiency. Admin users can easily enable Performance Analytics through a guided setup to fully leverage these capabilities.  
Customer Service
Platform Analytics Solutions contain preconfigured dashboards with actionable data
visualizations to improve your business processes.

Platform Analytics data visualizations use Performance Analytics
[indicator](https://www.servicenow.com/docs/access?context=now-platform-glossary&version=australia&pubname=australia-glossary&section=gloss-indicator&ft:locale=en-US) data to show you data over time, helping you analyze your business processes and identify areas of improvement. With Platform Analytics Solutions, you can get value from Performance Analytics for your application with minimal setup. You can always create your own objects as well.

To access available dashboards, navigate to Performance AnalyticsDashboards and select All.  
Two Platform Analytics Solutions are available for Customer Service:

* Customer Service (com.snc.pa.customer_service)
* Customer Service Management - Advanced (com.snc.pa.customer_service_advanced)

{#customer-service-content-pack__ul_pl1_pv5_zgb}  
Note:  
Customer Service Performance Analytics solutions are an optional feature available for the Customer Service Management application. To use them, your license must also include Performance Analytics. Once licensed, enable the Performance Analytics Premium for Customer Service and the Customer Service Performance Analytics solutions on the instances where you wish to leverage the enhanced functionality. For more information about licensing Performance Analytics, see [Activating your Performance Analytics subscription](https://www.servicenow.com/docs/access?context=c_PremiumPerformanceAnalytics&version=australia&pubname=australia-now-intelligence&ft:locale=en-US).

## Customer Service solution {#customer-service-content-pack__section_jlw_m35_f3b}

The Customer Service solution adds the following features.  
Note:  
Performance Analytics - Spotlight (com.snc.pa.spotlight) is automatically activated with this solution.

Spotlight groups: Case Spotlight.  
Dashboards:

* Customer Service Agent
* Customer Service Manager
{#customer-service-content-pack__ul_spq_t35_f3b}

## Customer Service Management - Advanced solution {#customer-service-content-pack__section_krz_gk5_f3b}

The Customer Service Management - Advanced solution adds the following features.  
Note:  
Performance Analytics - Spotlight (com.snc.pa.spotlight) is automatically activated with this solution.

Spotlight groups: Case Spotlight.  
Dashboards:

* Customer Service Agent - Advanced
* Customer Service Manager - Advanced
{#customer-service-content-pack__ul_plk_kk5_f3b}  
These dashboards have all the information shown on the dashboards for the basic Customer Service solution, but also contain additional indicators for the following features. Activate all the plugins below in order to view the additional indicators.

* Major Issue Management
* Customer Service Case Action Status
* Customer Service with Request Management
* Customer Service with Service Management
* Agent Chat
* Advanced Work Assignment for CSM
* Performance Analytics - Content Pack - Advanced Work Assignment

{#customer-service-content-pack__ul_i2t_j1l_g3b}  
Note:  
For more information about the Major Issue Management indicators, see [Major issue management
analytics](https://www.servicenow.com/docs/qDmn4vo8CufpbolYY7udEA "Provides indicators on the Customer Service dashboards for major cases and child cases.").

The Customer Service Management - Advanced solution also adds additional Service Management
indicators to the Analytics Hub. For more information, see [Customer Service Management
integration with Service Management analytics](https://www.servicenow.com/docs/aKlvWQxnZlmlr6VMlTPfwA "The Customer Service Management - Advanced Performance Analytics solution provides indicators for incident, problem, change, and request records associated with customer service cases.").

## Enable Performance Analytics for Customer Service Management {#customer-service-content-pack__section_x1m_4h5_f3b}

To enable Performance Analytics for Customer Service Management, a user with the admin role
can navigate to Performance AnalyticsGuided Setup. Click Get Started and then scroll to the section for
Customer Service. The guided setup takes you through the entire setup and configuration
process.
**Related topics**   

* [Ranking records with Spotlight](https://www.servicenow.com/docs/access?context=spotlight&version=australia&pubname=australia-now-intelligence&ft:locale=en-US)

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