Platform Analytics Solutions for Self-Service Analytics for Customer Service

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Platform Analytics Solutions contain prepackaged Performance Analytics and Reporting content for use with other ServiceNow AI Platform products. This Platform Analytics Solution quantifies the value of self-service using the Self-Service Analytics dashboard for customer service.

    The following roles and tasks are associated with this Solution:
    • ServiceNow AI Platform administrator (admin): Install and activate this Platform Analytics Solution and make any necessary changes to system properties.
    • Performance Analytics administrator (pa_admin): Review the indicators, breakdowns, widgets, and dashboards. Set up and start data collection. Share the dashboards with appropriate stakeholders.
    • Customer service manager (sn_customerservice_manager): Use the Self-Service Analytics dashboard to view case metrics to understand the current performance of self-service at your organization.