Customer Service Platform Analytics Solutions

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Customer Service Platform Analytics Solutions

    Customer Service Platform Analytics Solutions for ServiceNow provide preconfigured dashboards with actionable Performance Analytics data visualizations. These dashboards help you monitor your customer service processes over time, identify areas for improvement, and gain valuable insights with minimal setup. Two main analytics solutions are available:

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

    These solutions are optional features for the Customer Service Management application and require a Performance Analytics license. Once licensed, you must enable the Performance Analytics Premium for Customer Service and the respective analytics solutions on your instance to access enhanced functionality.

    Key Features

    Customer Service Solution:

    • Includes the automatic activation of Performance Analytics - Spotlight (com.snc.pa.spotlight)
    • Provides Spotlight groups such as "Case Spotlight"
    • Offers dashboards tailored for Customer Service Agents and Managers

    Customer Service Management - Advanced Solution:

    • Also activates Performance Analytics - Spotlight automatically
    • Includes advanced dashboards for Customer Service Agents and Managers with additional indicators
    • Supports indicators for Major Issue Management, Case Action Status, Request Management, Service Management, Agent Chat, and Advanced Work Assignment
    • Requires activation of related plugins to access these additional indicators
    • Extends Service Management indicators within the Analytics Hub

    Enabling and Accessing Analytics

    • To enable Performance Analytics for Customer Service Management, an admin user should navigate to Performance Analytics > Guided Setup and follow the Customer Service section for guided configuration.
    • Dashboards can be accessed by navigating to Performance Analytics > Dashboards and selecting "All".

    Why This Matters

    By leveraging these analytics solutions, ServiceNow customers can quickly deploy insightful dashboards that provide trend analysis and performance indicators specific to customer service operations. This enables data-driven decision-making, quicker identification of issues, and continuous process improvements without extensive manual setup.

    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.