Customer Service Platform Analytics Solutions

  • Release version: Xanadu
  • 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 featuring actionable data visualizations that leverage Performance Analytics indicator data. These solutions help you monitor your customer service business processes over time, enabling you to analyze performance and identify areas for improvement with minimal setup. They are designed to integrate seamlessly with the Customer Service Management application and offer enhanced analytics capabilities.

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    It is recommended to set up and test these solutions on a non-production instance prior to enabling them in production environments to ensure smooth implementation.

    Key Features

    • Two Available Solutions:
      • Customer Service: Includes dashboards such as Customer Service Agent and Customer Service Manager, along with the automatic activation of Performance Analytics - Spotlight (Case Spotlight group).
      • Customer Service Management - Advanced: Builds on the basic solution by providing advanced dashboards (Customer Service Agent - Advanced and Customer Service Manager - Advanced) with additional indicators covering Major Issue Management, Case Action Status, Request Management, Service Management, Agent Chat, and Advanced Work Assignment features. This solution also integrates additional Service Management indicators into the Analytics Hub.
    • Performance Analytics Integration: Requires a Performance Analytics license and activation of the Performance Analytics Premium for Customer Service feature to access enhanced functionalities.
    • Guided Setup: Admin users can enable and configure Performance Analytics for Customer Service Management via a guided setup accessible at Performance Analytics > Guided Setup, simplifying the deployment process.

    Practical Benefits

    • Prebuilt dashboards allow quick insight into agent and manager performance metrics.
    • Advanced solution provides deeper analytics for complex customer service scenarios through additional indicators and integration with Service Management analytics.
    • Minimal configuration effort needed due to prepackaged dashboards and guided setup workflows.
    • Supports informed decision-making by tracking key performance indicators and identifying improvement opportunities 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.
    Important:
    Set up and test Platform Analytics Solutions on a non-production instance before enabling them in production.

    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.