View trending topics dashboard

  • Release version: Australia
  • Updated September 25, 2025
  • 2 minutes to read
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    Summary of View trending topics dashboard

    The trending topics dashboard in ServiceNow enables customers to identify clusters of related records and visualize their volumes and sentiment trends over time. It leverages GenAI-generated insights to provide visibility into emerging issues across cases, helping users detect trends, understand root causes, and improve operational efficiency.

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    Key Features

    • Trending Topics Widget: Accessible from the CSM Configurable Workspace and Workforce Optimization home page, it offers an overview of current trends with interactive features such as filtering and detailed drill-downs.
    • Data Scope: Displays topics with at least one open case and a minimum of two total records, ensuring relevant data visibility.
    • Interactivity: Selecting a topic opens a pre-filtered detailed view for focused analysis. Refresh and Clear All buttons keep data current and reset views respectively.
    • Now Assist AI Alerts: Indicate that the dashboard content is fully generated by Now Assist, enhancing trust in AI-driven insights.
    • Search and Pagination: Improve information discovery and performance when handling large datasets.

    In-depth View Page Structure

    The detailed dashboard page provides two main components:

    • Data Visualizations – List View: Shows the top 10 trending topics with attributes such as topic description, total records, record changes, affected accounts, number of agents, and customer sentiment. Users can apply filters by region, assignment group, account, agent, category, product, channel, priority, and state, as well as select customizable time periods.
    • Trend Analysis: Includes charts visualizing record trends and case statuses over time, with segmentation by multiple categories and affected region insights showing average trend scores and record counts by trend buckets.
    • GenAI Insight Cards: Automatically generated insights highlight impactful accounts, products, assignment groups, and channels, as well as historical trends that have recently resurfaced.

    Practical Benefits for ServiceNow Customers

    • Quickly identify and monitor emerging issues and trends across customer service cases.
    • Gain deeper understanding of root causes and affected dimensions such as regions or products.
    • Leverage AI-generated insights to prioritize response and resource allocation effectively.
    • Access up-to-date information with easy refresh and filtering capabilities for informed decision-making.
    • Integrate trending topics analysis seamlessly within existing CSM Manager and Workforce Optimization workflows.

    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 Now Assist
    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.

    Figure 1. Trending topics dashboard
    Dashboard showing trending topics with a table of top 10 trends and metrics, with colorful bar charts for GenAI generated insights on impacted accounts, products, assignment groups, and channels.

    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
    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

    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.

    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

    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 and select the refresh icon Refresh data 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 Now Assist. 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.