Integrating with Process Mining

Release version: Zurich

Updated July 31, 2025

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Summary of Integrating with Process Mining

This guide details how to integrate Customer Service Management (CSM) with the Process Mining application, enabling the analysis of processes tied to key performance indicators (KPIs) and the identification of bottlenecks in customer service cases. Integration enhances the capability to monitor and improve service delivery.

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Key Features

Analyst Workbench Access: Users with specific roles can access visualized workflow data and analysis tools for customer service cases.
Required Roles: Specific role combinations are necessary, including Process Mining and Customer Service Management roles.
Prebuilt Projects: Several projects are provided to facilitate the initial use of Process Mining, such as the Case Evaluation Project, Long Resolution Time Analysis, and SLA Breach Analysis.
Custom Configuration: Users can modify the prebuilt Customer Service Cases project to align with specific business requirements, including defining activity transitions and breakdown categories.
Integration with CIM: If enabled, the Continual Improvement Management application allows tracking of improvement initiatives linked with the Process Mining model.
Performance Analytics Integration: Users can access Process Mining through Performance Analytics templates for enhanced insights based on customer service data.
Process Configuration: Configuration templates are provided for setting up projects efficiently, ensuring key functionalities are activated and enabling scalable process mining across the enterprise.

Key Outcomes

By integrating Process Mining with CSM, customers can effectively analyze service processes, identify improvement areas, and enhance overall service delivery. The structured access to data and insights facilitates informed decision-making, leading to improved efficiency and customer satisfaction.

Integrate Customer Service Management with the Process Mining application to analyze processes relevant to your KPIs, and identify bottlenecks associated with customer service cases.

For more information about enabling the Process Mining Content Pack for CSM, see Activate Process Mining content packs.

End user and roles

If you have the required roles, you can use Analyst Workbench to access the visualized process workflow data, and tools for analyzing data related to customer service cases. For more information, see Overview of the Analyst Workbench.

The following combinations of roles are required for using the Process Mining application with Customer Service Management.

Table 1. Combinations of roles
Process Mining role	Customer Service Management role
sn_process_optimization_admin	sn_customerservice_manager
sn_process_optimization_power_user	sn_customerservice_manager
sn_process_optimization_analyst	sn_customer_service_agent

Projects included with Process Mining Content Pack for CSM

Several projects are included with the Process Mining Content Pack for CSM (sn_csm_po) that customers can use to get started:

Case evaluation project: Use this project to evaluate Process Mining and become familiar with the Process Mining capabilities.
Long resolution time analysis project: Use this project to identify bottlenecks to minimize delays in the case flow.
SLA Breach Analysis project: Use this project to identify and analyze customer service cases where service level agreements (SLAs) have been violated.

Optimization project for customer service cases

The Process Mining Content Pack for CSM (com.snc.csm_process_optimization) adds a prebuilt project that includes a predefined Customer Service Cases process model definition for customer service cases. By default, the Customer Service Cases project filters customer service cases for the last two quarters. You can also configure a new process project based on the prebuilt project. For more information, see Create a project using ServiceNow platform.

The Customer Service Cases process model definition includes default activity definitions and breakdown definitions for customer service cases. Use the definitions as they’re or modify them for a custom configuration.

Use activity definitions to understand state transitions and analyze the linked processes such as Problem (PRB) records. Transitions can include, for example, going from the work in progress state to the solution proposed state.
Use breakdown definitions to filter records and analyze a process map by categories. For example, you can filter the customer service case data by different channels, products, assignment groups, and locations.

Continual Improvement Management initiative for customer service cases

If the Continual Improvement Management (CIM) application is enabled, the CIM project from the Analyst Workbench can be used to track customer service case improvement initiative progress. The improvement initiative and the process mining model are automatically linked. For more information, see Integration with Continual Improvement Management.

Performance Analytics for customer service cases

If the Performance Analytics application is enabled, the available template configurations can also open the Process Mining application from a Performance Analytics (PA) indicator based on the customer service case data. For more information, see Integration with Performance Analytics (PA).

Process configuration for customer service cases

Select the Process Mining Content Pack for CSM (com.snc.csm_process_optimization) templates to set up projects with preconfigured default settings. Process configurations specify preferences that activate key functionalities within the Process Mining workspace and streamline project setup for cases. Well Configured processes enable you to build projects autonomously and derive insights efficiently, supporting enterprise-wide scalability of process mining. For more information, see Creating process configurations using content pack templates.