--- sourceDocument: Xanadu Platform Analytics sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/now-intelligence Release : - xanadu ft:locale : - en-US ft:publication_title : - Xanadu Platform Analytics ft:clusterId : - par bundleId : - par workflow : - Platform --- # Content pack for Customer Service Management # Content pack for Customer Service Management {#ariaid-title1} * Release version: Xanadu * * Updated August 1, 2024 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read Using the Process Mining content pack for Customer Service Management enables you 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://servicenow-prod.fluidtopics.net/jrjSBRROESrQGAIMceX7eA "Activate Process Mining content packs to access pre-built projects for specific areas of your business."). ## End user and roles {#csm-integration-po__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 [Analyst Workbench](https://servicenow-prod.fluidtopics.net/LGY_bIELUJiPOZBlyvSDgA "View the visualized process map with tools for managing visualizations and perform analysis tasks from a project's page."). The following combinations of roles are required for using the Process Mining application with Customer Service Management. {#csm-integration-po__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] {#csm-integration-po__table_x45_bn3_2nb} ## Optimization project for customer service cases {#csm-integration-po__section_kg1_y1r_fnb} The Process Mining Content Pack for CSM (sn_csm_po) adds a pre-built project that includes a predefined Customer Service Cases project 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 or template using Project Builder](https://servicenow-prod.fluidtopics.net/M_d8qXuYwg5jpe_SJumjOQ "Create and mine a project using the Project Builder to analyze and optimize your business processes. Create a template to reuse it when you want to use the same project conditions multiple times. In the Project Builder, the entire process is broken down into three sections and an overview to make the task easier and more efficient."). The Customer Service Cases project 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. {#csm-integration-po__ul_cqy_m5f_gnb} ## Continual Improvement Management initiative for customer service cases {#csm-integration-po__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 projects are automatically linked. For more information, see [Integration with Continual Improvement Management](https://servicenow-prod.fluidtopics.net/3o9JXdB9PPQCS~gci0gXDQ#integrate-with-continuous-i "Integrating with the ServiceNow Continual Improvement Management application enables you to create a request once you've identified an improvement opportunity."). ## Performance Analytics for customer service cases {#csm-integration-po__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](https://servicenow-prod.fluidtopics.net/KzO1fGsm6GUEygdn1yjLBA#gloss-indicator "A performance measurement taken at regular intervals of a business service, an activity, or organizational behavior. These performance measurements result in a series of indicator scores over time. Businesses track these scores to measure current conditions and to forecast trends.") based on the customer service case data. For more information, see [Integration with Performance Analytics](https://servicenow-prod.fluidtopics.net/UY3fyxkx94JwaUlejd4AmA "Using Process Mining with Platform Analytics indicator data sources enables you to perform data extraction from an indicator and analyze processes associated with KPIs such as Time to resolve."). * **[Example of Process Mining for CSM](https://servicenow-prod.fluidtopics.net/gORN78vIBDloj0Bjat5kew)** Analyze a process for customer service cases and identify bottlenecks to minimize delays in the case flow for a better customer experience. **Related concepts** * [Example of Process Mining for CSM](https://servicenow-prod.fluidtopics.net/gORN78vIBDloj0Bjat5kew "Analyze a process for customer service cases and identify bottlenecks to minimize delays in the case flow for a better customer experience.")