---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Customer Service Management integration with Service Management analytics

# Customer Service Management integration with Service Management analytics {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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
{#csm-integration-sm-analytics__ul_l5j_vjh_5fb}  
Problem indicators:

* Number of Open Cases with Problem
* Number of Closed Cases with Problem
{#csm-integration-sm-analytics__ul_i1y_bkh_5fb}  
Change indicators:

* Number of Open Cases with Change
* Number of Closed Cases with Change
{#csm-integration-sm-analytics__ul_otf_dkh_5fb}  
Request indicators:

* Number of Open Cases with Request
* Number of Closed Cases with Request
{#csm-integration-sm-analytics__ul_ghm_fkh_5fb}  
Caused By Change indicators:

* Number of Open Cases Caused By Change
* Number of Closed Cases Caused By Change
{#csm-integration-sm-analytics__ul_sy4_3kh_5fb}

To view the indicators in the Analytics Hub, navigate to Performance AnalyticsAnalytics Hub 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.

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