Customer Service Platform Analytics Solutions

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Customer Service Platform Analytics and Reporting Solutions

    Customer Service Platform Analytics and Reporting Solutions provide preconfigured dashboards with actionable data visualizations to enhance business processes. Utilizing Performance Analytics indicator data, these solutions help analyze performance over time and pinpoint areas for improvement with minimal setup required. It is recommended to set up and test these solutions in a non-production instance before deployment in a production environment.

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    Key Features

    • Access dashboards via Performance Analytics > Dashboards > All.
    • Available solutions include:
      • Customer Service (com.snc.pa.customerservice)
      • Customer Service Management - Advanced (com.snc.pa.customerserviceadvanced)
    • Performance Analytics - Spotlight is automatically activated with both solutions, providing additional grouping and reporting capabilities.
    • Dashboards for each solution include:
      • Customer Service Agent
      • Customer Service Manager
      • Customer Service Executive
      • Advanced versions include additional insights and indicators.
    • Additional features require the activation of specific plugins for extended analytics capabilities.

    Key Outcomes

    By enabling and utilizing these analytics solutions, customers can expect to gain deeper insights into their service operations, streamline processes, and improve overall performance metrics. For setup, an admin can follow a guided process under Performance Analytics > Guided Setup to configure the necessary settings effectively.

    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 Executive

    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
    • Customer Service Executive - 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.