---
sourceDocument: Zurich ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/servicenow-platform

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Self-Service Analytics

# Self-Service Analytics {#self-service-analytics__ssa-feature}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

The Self-Service Analytics framework
enables you to gather information about user activities and deflection outcomes related to those
activities.

Display the effectiveness of self-service channels by using reports and dashboards based on
the data generated by the Self-Service Analytics
framework. This Self-Service Analytics
data is used by the Self-Service Analytics dashboard for customer service. You can also use
the Self-Service Analytics framework in
dashboards of other applications that use the Subscriptions and Activity Feed Framework. For
more information, see [Self-Service Analytics dashboard for
customer service](https://www.servicenow.com/docs/access?context=ssa-cs-dashboard&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US).

Analyzing self-service deflection metrics has the following benefits:

* Measure self-service effectiveness through self-service KPIs.
* Quantify successful self-service engagements to take corrective actions.
* Define custom self-service KPIs tailored to your organization.

{#self-service-analytics__ul_bnp_4dk_tlb}

## Activation information {#self-service-analytics__section_wdg_l34_jlb}

The Self-Service Analytics framework requires the Self-Service Analytics Core plugin (com.snc.self_service_analytics_core). For more information, see [Activate Self-Service Analytics](https://www.servicenow.com/docs/OyQd3f9a_2QTMWUXFkkdYA "Activate the Self-Service Analytics Core plugin (com.snc.self_service_analytics_core) if you have the admin role. This plugin activates related plugins if they are not already active.").  
Note:  
The data for the Communities and Virtual Agent channels are generated when the Communities plugin (com.sn_communities) and Glide Virtual Agent plugin (com.glide.cs.chatbot) are activated respectively.
* **[Self-Service Analytics concepts](https://www.servicenow.com/docs/2Bds58wpuET21b~3r~2lLA)**   
  You can quantify your self-service effectiveness by measuring case deflections.

**Related concepts**   

* [Self-Service Analytics concepts](https://www.servicenow.com/docs/2Bds58wpuET21b~3r~2lLA "You can quantify your self-service effectiveness by measuring case deflections.")  
**Related tasks**   

* [Configure Self-Service Analytics](https://www.servicenow.com/docs/3WIlgUHvM_NkAzygoavTHw "Configure the Self-Service Analytics framework so you can use the generated metrics in a dashboard.")  
**Related topics**   

* [Platform Analytics Solutions for Self-Service Analytics for Customer
  Service](https://www.servicenow.com/docs/access?context=ssa-cs-content-pack&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US)