---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Customer Service Platform Analytics Solutions

# Customer Service
Platform Analytics Solutions {#customer-service-content-pack__phContentPackAppName}

* Release version: Yokohama
* 
* Updated June 9, 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 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.
Show full answer Show less  
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](https://www.servicenow.com/docs/access?context=now-platform-glossary&version=yokohama&pubname=yokohama-glossary&section=gloss-indicator&ft:locale=en-US) 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 AnalyticsDashboards 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)

{#customer-service-content-pack__ul_pl1_pv5_zgb}  
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](https://www.servicenow.com/docs/access?context=c_PremiumPerformanceAnalytics&version=yokohama&pubname=yokohama-now-intelligence&ft:locale=en-US).

## Customer Service solution {#customer-service-content-pack__section_jlw_m35_f3b}

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-content-pack__ul_spq_t35_f3b}

## Customer Service Management - Advanced solution {#customer-service-content-pack__section_krz_gk5_f3b}

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
{#customer-service-content-pack__ul_plk_kk5_f3b}  
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

{#customer-service-content-pack__ul_i2t_j1l_g3b}  
Note:  
For more information about the Major Issue Management indicators, see [Major issue management
analytics](https://www.servicenow.com/docs/aqlyRKqwHMFjaKepnrzJcA "Provides indicators on the Customer Service dashboards for major cases and child cases.").

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](https://www.servicenow.com/docs/3est3vkpVRxIsPNNGM5eCw "The Customer Service Management - Advanced Performance Analytics solution provides indicators for incident, problem, change, and request records associated with customer service cases.").

## Enable Performance Analytics for Customer Service Management {#customer-service-content-pack__section_x1m_4h5_f3b}

To enable Performance Analytics for Customer Service Management, a user with the admin role
can navigate to Performance AnalyticsGuided 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.
**Related topics**   

* [Platform Analytics Solutions](https://www.servicenow.com/docs/access?context=content-packs-in-form-analytics&version=yokohama&pubname=yokohama-now-intelligence&ft:locale=en-US)
* [Ranking records with Spotlight](https://www.servicenow.com/docs/access?context=spotlight&version=yokohama&pubname=yokohama-now-intelligence&ft:locale=en-US)

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