Domain separation and Conversational Analytics

  • Release version: Zurich
  • Updated November 3, 2025
  • 2 minutes to read
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    Summary of Domain separation and Conversational Analytics

    Domain separation in the Conversational Analytics dashboard allows ServiceNow customers to logically separate data into distinct domains, enabling control over user access and visibility based on domain membership. This capability secures data by ensuring users and administrators can only access data and functionalities within their assigned domain.

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    The Conversational Analytics dashboard leverages the Platform Analytics experience for domain separation, supporting a Global approach that maintains strict data isolation across tenants.

    Key Features

    • Data and Access Isolation: Users and administrators are restricted to their own domain’s data and configuration, preventing access across domains.
    • Consistent Business Logic: The system enforces domain context during runtime, including user interface, cache keys, reporting, rollups, and aggregations to ensure data integrity per domain.
    • Formula Overrides: Any formula changes in one domain propagate to all other domains, maintaining consistent analytics logic across tenants.
    • Required Plugin: The Domain Support - Domain Extensions Installer plugin [com.glide.domain.mspextensions.installer] must be installed to enable domain separation features.

    Practical Considerations for Customers

    • Domain separation is primarily designed for service providers hosting multiple tenants within a single instance, helping to segregate tenant data securely.
    • Administrative tasks and process separation across domains are not currently supported, so governance and management should be planned accordingly.
    • Setup and configuration should ensure data flows into the correct domain to support service provider use cases effectively.
    • This feature is supported at a Basic support level with some exceptions; customers should verify compatibility and support details based on their environment.

    Domain separation is supported in Conversational Analytics dashboard. Domain separation enables you to separate data into logical groupings called domains. You can control several aspects of this application, including which users can see and access data.

    Support level: Basic*

    The support level is Basic but has some exceptions or special conditions.

    • Business logic: Ensure that data goes into the proper domain for the application’s service provider (SP) use cases.
    • The user interface, cache keys, reporting, rollups, and aggregations all use the domain at production run time.
    • The owner of the instance must be able to set up the application to function across multiple tenants.

    For more information on support levels, see Application support for domain separation.

    Required approach to domain separation

    Currently, only Global approach is supported to domain separation in Conversational Analytics dashboard. To learn more, see Domain separation and Performance Analytics.

    Overview of domain separation

    Conversational Analytics dashboard is built on the Platform Analytics experience. See Domain separation for Platform Analytics dashboards for more information.

    How domain separation works in Conversational Analytics

    With domain separation in Conversational Analytics, users in one domain cannot access data or functionality that belongs to another domain. Additionally, administrators who are assigned to a domain cannot see or manage Conversational Analytics dashboard in other domains, ensuring complete separation and security.
    Note:
    If you override a formula in any domain, the system applies that updated formula to all other domains.

    Requirements

    All domain support features require the Domain Support - Domain Extensions Installer [com.glide.domain.msp_extensions.installer] plugin. For details, see Request domain separation.

    Use cases

    If you are a service provider that hosts multiple clients in the same instance, you can set up domain separation to separate tenant data. Administrative tasks and process separation are currently not supported.