--- 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 --- # Use trending topics dashboard # View trending topics dashboard {#ariaid-title1} Release version: Australia Updated September 25, 2025 ![](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 View trending topics dashboard The trending topics dashboard in ServiceNow enables customers to identify clusters of related records and visualize their volume and sentiment trends over time. This dashboard leverages GenAI-generated insights to provide visibility into emerging issues across cases, helping users detect trends, understand root causes, and improve operational efficiency. Show full answer Show less ## Key Features * **Trending Topics Widget:** Available in the CSM Configurable Workspace and Workforce Optimization homepage, this widget offers a snapshot of current trending topics with at least one open case and two total records. Users can drill down into detailed dashboards by selecting specific topics. * **Interactivity:** Selecting a topic filters the dashboard to show detailed insights. A refresh button updates data to ensure the latest trends are displayed, and a clear all button resets filters to default. * **Data Visualizations:** The in-depth view page lists the top 10 trending topics with attributes such as topic description, total records, record changes, affected accounts, number of agents, and customer sentiment. * **Filtering and Time Periods:** Users can filter data by region, assignment group, account, agent, category, product, channel, priority, and state. Time periods range from the last 7 days to custom date ranges. * **Trend Analysis:** Visual charts display record trends over time and case statuses on specific dates, with trend breakdowns segmented by multiple categories for granular insights. * **GenAI-Generated Insight Cards:** Automatically generated insights highlight key information such as impacted accounts, products, assignment groups, and channels, as well as historical trends that have recently resurfaced. * **AI Alerts and Visual Theme:** The dashboard includes an AI-generated alert and a gradient theme to indicate AI-driven content, which can be dismissed by the user. * **Performance Enhancements:** Features like search and pagination improve data discovery and ensure a responsive user experience when handling large datasets. ## Practical Use for ServiceNow Customers ServiceNow customers can use the trending topics dashboard to proactively monitor case-related issues, identify patterns, and allocate resources more effectively. The integration of GenAI insights aids in uncovering underlying causes and predicting emerging problems, facilitating informed decision-making. Accessible via the CSM Manager Workspace and Workforce Optimization Dashboard, this tool supports continuous service improvement and operational efficiency. 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 {#view-trending-topics-dashboard__widget-overview} {#view-trending-topics-dashboard__widget-overview__entry__2} | 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 AI. | | 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 {#view-trending-topics-dashboard__deepdive-structure} The in-depth view page shows Data Visualizations and GenAI Insight Cards. ## Data Visualizations -- List View {#view-trending-topics-dashboard__data-visualizations} 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 You can select a topic description link to view trends over time in more detail based on the following filters: * 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 {#view-trending-topics-dashboard__ul_z3v_hc5_fhc} The dashboard provides several key features to analyze and understand record trends and case status. Trend over time: * 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. {#view-trending-topics-dashboard__ul_of4_4d5_fhc} Trend Breakdown: Trend analysis can be segmented by multiple categories, including, Region, Assignment Group Account Agent Category Product Channel Priority State. Affected regions trend insights: For each region, you can view: * Average trend score * Record count by trend bucket {#view-trending-topics-dashboard__ul_icg_yd5_fhc} This breakdown shows trends across different dimensions and regions. ## GenAI generated Insight Cards {#view-trending-topics-dashboard__genai-insights} 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. Select the refresh icon ![Refresh data icon]() to see the most recent update. ## AI alerts and gradient theme in dashboard {#view-trending-topics-dashboard__section_lzy_ngf_f3c} An AI tagline alert with the AI gradient color theme is available in the dashboard to indicate that these pages are fully generated by AI. 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. **Related tasks** * [Configure trending topics dashboard](https://www.servicenow.com/docs/hcgrOyFT_taHb99b9NiItw "Configure the trending topic dashboard to identify clusters of related records, visualize their volume and sentiment over time, and use AI-generated insights to resolve issues.")