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sourceDocument: Xanadu Platform Analytics
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/now-intelligence

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ft:publication_title :

    - Xanadu Platform Analytics

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# Example of Process Mining for CSM

# Example of Process Mining for CSM {#ariaid-title1}

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

Analyze a process for customer service cases and identify bottlenecks to minimize delays
in the case flow for a better customer experience.

Say you are a process analyst in the ACME corporation where you must submit analysis on current processes associated with customer service cases. You use the Analyst Workbench to access the mined processes for the
Customer Service Cases project.  
You would analyze the case process flow and suggest ways to improve the processes by using the following workflow:

1. Select View in Workspace from the Customer Service Cases project definition. The Analyst Workbench is opened in a new tab.

   You observe that the customer service case records
   take an average duration of 16 days to close a case.
2. View metrics of the process map by setting the Primary Metric and Secondary Metric lists to Unique Occurrences and Average Duration, respectively.
3. Refine the process map by selecting Refine and selecting a connection width to see the full list of metrics.

   You observe that the
   Work In Progress - Awaiting Info transition state
   is taking more than two days.
4. In the Filters tab, set the Breakdown filters list to Assignment group and use the activity filter to view the process flow between the Work In Progress - Awaiting Info and Work In Progress activities.
5. In the Routes tab, you want to see all the records that took longer than average duration of two days between the selected activities so you select Most records in the Sort by list. You then select any process paths to view the cases in that route.

   You observe that most of the cases are related to emails.
6. Add notes to the project by selecting the notes icon (![]()) and submit an analysis.

   In your notes, you suggest using a standardized
   template for improving the email transactions between agents and customers.
{#example-po-csm__ol_a3q_h2z_hnb}
Figure 1. Process Mining for customer service cases
**Related concepts**   

* [Analyzing and getting process insights](https://servicenow-prod.fluidtopics.net/8iv~u~3ZQcsFFKfWQCq_8g "Visualize and analyze your business flows from automated process data, and act on those insights.")
* [Content pack for Customer Service Management](https://servicenow-prod.fluidtopics.net/fkGkBEzZAGvgh2kaiJwA8w "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.")