---
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


---

# Integrating with Process Mining

# Integrating with Process Mining {#ariaid-title1}

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

Integrate Customer Service Management with the Process Mining application to analyze processes relevant to your KPIs, and identify bottlenecks associated with customer service cases.

For more information about enabling the Process Mining Content Pack for CSM, see [Activate Process Mining content packs](https://www.servicenow.com/docs/access?context=po-content-pack&version=xanadu&pubname=xanadu-now-intelligence&ft:locale=en-US).

## End user and roles {#process-opt-csm__section_j5p_qm3_2nb}

If you have the required roles, you can use Analyst Workbench to access the visualized process workflow data, and tools for analyzing the data related to customer service cases. For more information, see [Overview of the Analyst Workbench](https://www.servicenow.com/docs/access?context=analyst-workbench-overview&version=xanadu&pubname=xanadu-now-intelligence&ft:locale=en-US).

The following combinations of roles are required for using the Process Mining application with Customer Service Management.
{#process-opt-csm__table_x45_bn3_2nb__entry__2}

| Process Mining role | Customer Service Management role |
|-|-|
| sn_process_optimization_admin | sn_customerservice_manager |
| sn_process_optimization_power_user | sn_customerservice_manager |
| sn_process_optimization_analyst | sn_customer_service_agent |
[Table 1. Combinations of roles]

{#process-opt-csm__table_x45_bn3_2nb}

## Optimization project for customer service cases {#process-opt-csm__section_kg1_y1r_fnb}

The Process Mining Content Pack for CSM (com.snc.csm_process_optimization) adds a pre-built project that includes a predefined Customer Service Cases process model definition for customer service
cases. By default, the Customer Service Cases project filters customer service cases for the last two quarters. You can also configure a new process project based on the pre-built project. For more
information, see [Create a project using ServiceNow platform](https://www.servicenow.com/docs/access?context=create-proj&version=xanadu&pubname=xanadu-now-intelligence&ft:locale=en-US).  
The Customer Service Cases process model definition includes default activity definitions and breakdown definitions for customer service cases that you can use as they are or modify them for a custom configuration.

* Use activity definitions to understand state transitions such as cases transitioning from the work in progress state to the solution proposed state and analyze the linked processes such as Problem (PRB) records.
* Use breakdown definitions to filter records and analyze a process map by categories. For example, you can filter the customer service case data by different channels, products, assignment groups, and locations.
{#process-opt-csm__ul_cqy_m5f_gnb}

## Continual Improvement Management initiative for customer service cases {#process-opt-csm__section_g2y_rbr_fnb}

If the Continual Improvement Management (CIM) application is enabled, you can also use the CIM project from the Analyst Workbench to track the progress of improvement initiatives for customer service cases. The improvement
initiative and process mining model are automatically linked. For more information, see [Integration with Continual Improvement Management](https://www.servicenow.com/docs/access?context=integrate-with-continuous-i&version=xanadu&pubname=xanadu-now-intelligence&ft:locale=en-US).

## Performance Analytics for customer service cases {#process-opt-csm__section_dgr_syk_3nb}

If the Performance Analytics application is enabled, you can also use the available template configurations to open the Process Mining application from a Performance Analytics (PA) indicator based on the customer service case data. For more information, see [Integration with Performance Analytics (PA)](https://www.servicenow.com/docs/access?context=integrate-pa&version=xanadu&pubname=xanadu-now-intelligence&ft:locale=en-US).
**Related topics**   

* [Process Optimization for CSM](https://www.servicenow.com/docs/access?context=example-po-csm&version=xanadu&pubname=xanadu-now-intelligence&ft:locale=en-US)