Configure Customer Service Platform Analytics Solutions

Enable Customer Service Platform Analytics Solutions to view preconfigured dashboards with actionable data visualizations to improve your business processes.

Before you begin

Role required: admin

Procedure

1. Navigate to All > Performance Analytics > Guided Setup.
2. On the Getting Started page of the guided setup, click Get Started.
3. In the Customer Service category, view the list of tasks to configure the feature.

   Table 1. Performance Analytics for configuration tasks

   Task	Description
   Activate Performance Analytics for Customer Service Management	Activate the Performance Analytics - Content Pack - Customer Service (com.snc.pa.customer_service) plugin to add Performance Analytics configuration records to your instance.
   Review Indicator Sources	Review the provided indicator sources to ensure they match your Customer Service application table structure.
   Review Indicators	Review the provided indicators to ensure that the metrics you want to measure are tracked.
   Review Breakdown Sources	Review the provided breakdown sources to ensure they match your table structure and include the elements you want.
   Review Breakdowns	Review breakdowns to ensure that you can filter scores by the appropriate elements.
   Collect Data	Run historical data collection once to collect scores on existing data, and enable scheduled data collection to begin collecting scores on new data automatically.
   View Analytics Hub	View the Analytics Hub for indicators that you collected data for to begin exploring your scores.
   View Dashboards	View the provided dashboards to get an overview of your scores and view multiple metrics in a single location.

4. To perform a task, click Configure.

   This button opens the page in your instance where the configuration is completed.