Customer Service Platform Analytics Solutions

  • Release version: Yokohama
  • Updated June 9, 2025
  • 2 minutes to read
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    Summary of Customer Service Platform Analytics Solutions

    Customer Service Platform Analytics Solutions provide preconfigured dashboards with actionable data visualizations designed to help ServiceNow customers improve their business processes. These visualizations leverage Performance Analytics indicator data to track performance over time, enabling customers to analyze operations and identify areas for improvement with minimal setup.

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    To access the dashboards, users navigate to Performance Analytics > Dashboards and select All. Two main solutions are available:

    • Customer Service (com.snc.pa.customerservice)
    • Customer Service Management - Advanced (com.snc.pa.customerserviceadvanced)

    These solutions require a license that includes Performance Analytics. After licensing, customers must enable Performance Analytics Premium for Customer Service and the respective Performance Analytics solutions on their instances.

    Key Features

    Customer Service Solution

    • Automatically activates Performance Analytics - Spotlight (com.snc.pa.spotlight)
    • Includes the Spotlight group: Case Spotlight
    • Provides dashboards for Customer Service Agent and Customer Service Manager roles

    Customer Service Management - Advanced Solution

    • Also activates Performance Analytics - Spotlight automatically
    • Includes the Spotlight group: Case Spotlight
    • Offers advanced dashboards: Customer Service Agent - Advanced and Customer Service Manager - Advanced
    • Advanced dashboards include all basic solution indicators plus additional ones for:
      • Major Issue Management
      • Customer Service Case Action Status
      • Customer Service with Request Management
      • Customer Service with Service Management
      • Agent Chat
      • Advanced Work Assignment for CSM
      • Performance Analytics - Content Pack for Advanced Work Assignment
    • Additional Service Management indicators are accessible in the Analytics Hub

    Enabling Performance Analytics for Customer Service Management

    Administrators can enable Performance Analytics for Customer Service Management by navigating to Performance Analytics > Guided Setup. The guided setup walks users through the configuration process starting with clicking Get Started and selecting the Customer Service section.

    Practical Benefits

    • Quick access to meaningful, time-based analytics to monitor and improve customer service performance
    • Prebuilt dashboards tailored to different roles provide relevant insights without extensive configuration
    • Advanced solution supports integration with major issue, request, service management, and chat features for deeper analytics
    • Spotlight functionality highlights key case-related data for focused analysis

    This solution helps ServiceNow customers efficiently leverage Performance Analytics for enhanced decision-making and continuous improvement in customer service operations.

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

    Platform Analytics data visualizations use Performance Analytics indicator data to show you data over time, helping you analyze your business processes and identify areas of improvement. With Platform Analytics Solutions, you can get value from Performance Analytics for your application with minimal setup. You can always create your own objects as well.

    To access available dashboards, navigate to Performance Analytics > Dashboards and select All.

    Two Platform Analytics Solutions are available for Customer Service:
    • Customer Service (com.snc.pa.customer_service)
    • Customer Service Management - Advanced (com.snc.pa.customer_service_advanced)
    Note:
    Customer Service Performance Analytics solutions are an optional feature available for the Customer Service Management application. To use them, your license must also include Performance Analytics. Once licensed, enable the Performance Analytics Premium for Customer Service and the Customer Service Performance Analytics solutions on the instances where you wish to leverage the enhanced functionality. For more information about licensing Performance Analytics, see Activating your Performance Analytics subscription.

    Customer Service solution

    The Customer Service solution adds the following features.
    Note:
    Performance Analytics - Spotlight (com.snc.pa.spotlight) is automatically activated with this solution.

    Spotlight groups: Case Spotlight.

    Dashboards:
    • Customer Service Agent
    • Customer Service Manager

    Customer Service Management - Advanced solution

    The Customer Service Management - Advanced solution adds the following features.
    Note:
    Performance Analytics - Spotlight (com.snc.pa.spotlight) is automatically activated with this solution.

    Spotlight groups: Case Spotlight.

    Dashboards:
    • Customer Service Agent - Advanced
    • Customer Service Manager - Advanced
    These dashboards have all the information shown on the dashboards for the basic Customer Service solution, but also contain additional indicators for the following features. Activate all the plugins below in order to view the additional indicators.
    • Major Issue Management
    • Customer Service Case Action Status
    • Customer Service with Request Management
    • Customer Service with Service Management
    • Agent Chat
    • Advanced Work Assignment for CSM
    • Performance Analytics - Content Pack - Advanced Work Assignment
    Note:
    For more information about the Major Issue Management indicators, see Major issue management analytics.

    The Customer Service Management - Advanced solution also adds additional Service Management indicators to the Analytics Hub. For more information, see Customer Service Management integration with Service Management analytics.

    Enable Performance Analytics for Customer Service Management

    To enable Performance Analytics for Customer Service Management, a user with the admin role can navigate to Performance Analytics > Guided Setup. Click Get Started and then scroll to the section for Customer Service. The guided setup takes you through the entire setup and configuration process.