Customer Service Platform Analytics Solutions

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Customer Service Platform Analytics Solutions

    Customer Service Platform Analytics Solutions provide preconfigured dashboards and actionable data visualizations designed to enhance business processes. Utilizing Performance Analytics indicator data, these solutions help analyze and identify areas for improvement in customer service operations.

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    Key Features

    • Preconfigured Dashboards: Available dashboards include Customer Service and Customer Service Management - Advanced, featuring relevant metrics over time.
    • Performance Analytics Integration: Requires a license for Performance Analytics to enable features. Spotlight functionality is activated automatically with both solutions.
    • Customizable Options: Users can create their own objects beyond the preconfigured dashboards.
    • Advanced Features: The Advanced solution includes additional indicators for features like Major Issue Management and Advanced Work Assignment, contingent upon the activation of specific plugins.

    Key Outcomes

    By implementing these analytics solutions, ServiceNow customers can expect to gain valuable insights into their customer service operations, improve decision-making, and enhance service delivery efficiency. Admin users can easily enable Performance Analytics through a guided setup to fully leverage these capabilities.

    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.