Customer Service Management integration with Service Management analytics
The Customer Service Management - Advanced Performance Analytics solution provides indicators for incident, problem, change, and request records associated with customer service cases.
The Customer Service Management - Advanced Performance Analytics solution adds additional
indicators. Some of these indicators are automatically displayed on the Customer Service
Manager dashboard in the Analysis tab. All the indicators can be viewed in the Analytics Hub
or can be manually added to a dashboard.
Note:
To view the indicators, you must activate the
Customer Service with Service Management plugin (com.sn_cs_sm) and the Customer Service
with Request Management plugin (com.sn_cs_sm_request).
Incident indicators:
- Number of Open Cases with Incident
- Number of Closed Cases with Incident
Problem indicators:
- Number of Open Cases with Problem
- Number of Closed Cases with Problem
Change indicators:
- Number of Open Cases with Change
- Number of Closed Cases with Change
Request indicators:
- Number of Open Cases with Request
- Number of Closed Cases with Request
Caused By Change indicators:
- Number of Open Cases Caused By Change
- Number of Closed Cases Caused By Change
To view the indicators in the Analytics Hub, navigate to and search for any of the above indicators.
To add an indicator to a dashboard, a user with the role pa_admin can navigate to the desired dashboard and then click the Add Widgets icon at the top right of the dashboard. Select Performance Analytics from the drop down menu, then click Insights in the list below. Search for the indicator using the search bar. Click the indicator, and then click Add.