View trending topics dashboard
Summarize
Summary of View Trending Topics Dashboard
The Trending Topics Dashboard in ServiceNow's Australia release provides a powerful way to identify and visualize clusters of related cases, track their volumes, and analyze sentiment trends over time. It leverages GenAI-generated insights to help you uncover emerging issues, understand root causes, and enhance operational efficiency across your customer service management (CSM) environment.
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Key Features
- Trending Topics Widget: Accessible from the CSM Configurable Workspace and Workforce Optimization home page, this widget displays current trending topics with at least one open case and a minimum of two total records. It offers interactive navigation to detailed dashboards for deeper analysis.
- Data Scope and Filters: You can filter and analyze trends by Region, Assignment Group, Account, Agent, Category, Product, Channel, Priority, and State over customizable time periods including last 7 days to last 12 months or a custom range.
- Interactive Visualizations: The in-depth view presents the top 10 trending topics with attributes such as total records, record changes, affected accounts, number of agents, and customer sentiment. Trend charts show total record counts and case status on specific dates.
- Trend Breakdown: Enables segmentation of trends across multiple categories and regions, providing detailed insights into affected areas and their average trend scores.
- GenAI Insight Cards: Automatically generated insights highlight key patterns such as impact explorers (top impacted accounts, products, assignment groups, and channels) and historical trends that have resurfaced recently.
- Dashboard Interactivity: Features include refresh and clear all buttons to update or reset data, search functionality for easy navigation, pagination for handling large datasets, and AI alerts indicating AI-generated content with an option to dismiss.
Practical Benefits for ServiceNow Customers
This dashboard enables ServiceNow customers to proactively monitor and respond to emerging customer service issues by visualizing trending topics and their evolution over time. It helps you focus resources on the most impactful areas, identify root causes, and track case statuses efficiently. The GenAI insights provide actionable intelligence without manual data analysis, improving decision-making speed and accuracy.
Accessible through both the CSM Manager Workspace and Workforce Optimization Dashboard, the trending topics dashboard is a key tool for maintaining high service quality and operational effectiveness.
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
| 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
The in-depth view page shows Data Visualizations and GenAI Insight Cards.
Data Visualizations – List View
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
- 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
The dashboard provides several key features to analyze and understand record trends and case status.
- 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.
Trend Breakdown: Trend analysis can be segmented by multiple categories, including, Region, Assignment Group Account Agent Category Product Channel Priority State.
- Average trend score
- Record count by trend bucket
This breakdown shows trends across different dimensions and regions.
GenAI generated Insight Cards
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 
to see the most recent update.
AI alerts and gradient theme in dashboard
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.