Dashboard landing pages

  • Release version: Yokohama
  • Updated January 30, 2025
  • 8 minutes to read
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    Summary of Dashboard landing pages

    Dashboard landing pages in CSM Configurable Workspace empower users such as agents and managers to display, customize, and share dashboards as their landing pages. By activating the CSM Dashboards landing page variant and configuring user privileges, system administrators enable users to interact with dashboards represented by tiles on the Dashboard Overview landing page.

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    This feature allows users to personalize their workspace by creating, modifying, and sharing dashboards tailored to track important metrics and information without requiring administrator configuration. Default dashboards are provided in read-only mode as examples, which users can duplicate and customize.

    Key Features

    • Activation and Configuration: Administrators activate the CSM Dashboards landing page variant and configure page audience and privileges to control access.
    • User Roles: Dashboard Overview landing page is available by default to roles such as admin, sncustomerserviceagent, sncustomerservice.consumeragent, and sncustomerservicemanager, with role-based access to specific dashboards.
    • Default Dashboards: Four dashboards are provided for agents and managers in read-only mode, including Customer Service Agent and Customer Service Manager dashboards and their advanced versions. Additional plugins enhance dashboard functionality.
    • Dashboard Management: Users can view, filter, duplicate, edit, share, create, bookmark, and print dashboards directly from the Dashboard Overview landing page. Sharing supports assigning view or edit permissions to users, groups, or roles.
    • Certification: Admins can certify dashboards to mark them as company-approved; default dashboards are pre-certified and cannot be changed.

    Practical Benefits for ServiceNow Customers

    • Enhanced Flexibility: Users can tailor dashboards to their specific needs without depending on system administrators, enabling faster and more relevant insights.
    • Collaboration: Dashboards can be shared within teams or among agents, supporting collaborative work and knowledge sharing.
    • Role-Based Access: Ensures that users see dashboards appropriate to their responsibilities, improving focus and security.
    • Extensibility: Integration with Performance Analytics plugins allows richer data visualization and advanced metrics for comprehensive service management.

    Getting Started

    • Activate the CSM Dashboards landing page variant and set the appropriate order to replace the default landing page for selected users.
    • Configure page audiences to grant access based on user roles.
    • Utilize the default dashboards as templates by duplicating and customizing them to fit your organization's needs.
    • Leverage dashboard sharing and certification to promote best practices and approved analytics across your teams.

    Enable your users to display, customize, and share dashboards in CSM Configurable Workspace and use these dashboards as landing pages.

    Workspace dashboards enable users such as agents and managers to configure and customize their own metrics. These users can switch between available dashboards and modify dashboard lists and metrics to track important information. They can also share dashboards with coworkers and across teams.

    To display workspace dashboards, system administrators activate the CSM Dashboards landing page variant and configure user privileges. When configured, users included in the page audience see the Dashboard Overview landing page in CSM Configurable Workspace and the default dashboards included with that page.

    The dashboards are represented by tiles on the Dashboard Overview landing page. The individual tiles show the title, the creator, whether the dashboard is certified, and an indication that the logged in user has bookmarked the dashboard.

    Benefits of dashboard landing pages

    Using a dashboard as a landing page gives your users more flexibility. Being able to easily customize a dashboard makes the page much more usable. Users can create their own lists and metrics to display the information they need and then share these dashboards with other users. As an example, teams can share a single dashboard or new agents can modify a shared dashboard to create their own. It is much faster to create dashboards because they do not require configuration by a system administrator.

    Application information

    The CSM Dashboards landing page variant is included with the CSM and FSM Configurable Workspace Foundation plugin (com.snc.uib.cwf_workspace).

    The CSM Configurable Workspace application, which includes the CSM and FSM Configurable Workspace plugin, is available from the ServiceNow® Store.

    The default dashboards available with this landing page variant are available depending on user role. Some of these dashboards require additional plugins to see all of the dashboard information. These plugins include:
    • Performance Analytics - Content Pack - Customer Service (com.snc.pa.customer_service)
    • Performance Analytics – Content Pack – Customer Service Management – Advanced (com.snc.pa.customer_service_advanced)
    • Performance Analytics Premium for Customer Service (com.snc.pa.premium.cs)
    • Performance Analytics - Content Pack – Advanced Work Assignment (com.snc.pa.awa)

    Request apps on the Store

    Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Activating the CSM Dashboards landing page variant

    The CSM Dashboards landing page variant is an optional page variant for the CSM/FSM Configurable Workspace experience. By default, this page variant is marked as inactive and has an order value of 0. When activated and set to the lowest order number, the system uses the CSM Dashboards landing page in place of the default CSM Landing Page for the users included in the page audience.
    Note:
    The default landing page, Dashboard Overview, and the default dashboards included with that page are available in read-only mode and are provided as examples. It is recommended that you create and customize duplicates of the landing page and dashboards.

    For more information about activating a page variant and setting the order, see Set record page order.

    User roles for the Dashboard Overview landing page

    By default, the Dashboard Overview landing page is available to users with the following roles:
    • admin
    • sn_customerservice_agent
    • sn_customerservice.consumer_agent
    • sn_customerservice_manager
    Note:
    Users with other roles, such as location agents or relationship agents, continue to see the CSM Landing Page.
    The system administrator can change these default roles by configuring the page audience. For more information, see the following topics:

    Roles determine view access for the dashboards available with the Dashboard Overview landing page. For details, see Default dashboards.

    The service management agent role (sn_esm_agent) contains the data visualizations creator role (viz_creator), which is a role associated with the Visualization Designer and Visualization Library. Users with the viz_creator role can create visualizations. The customer service agent (sn_customerservice_agent) and consumer service agent (sn_customerservice.consumer_agent) roles contain the sn_esm_agent role. For more information, see Data visualizations in Platform Analytics.

    Dashboard Overview landing page default dashboards

    Four dashboards are available with the Dashboard Overview landing page. These dashboards are available in read-only mode for all users, including the admin role. Users can duplicate these dashboards and make the desired changes to the duplicate dashboards.
    Note:
    These dashboards are also available from Platform Analytics experience.

    The Dashboard Overview landing page includes the following dashboards for agents.

    • Customer Service Agent
    • Customer Service Agent – Advanced

    The Dashboard Overview landing page includes the following dashboards for managers and admins.

    • Customer Service Agent
    • Customer Service Agent – Advanced
    • Customer Service Manager
    • Customer Service Manager – Advanced
    Table 1. CSM Configurable Workspace landing page dashboards
    Landing page Details
    Customer Service Agent

    Available with the CSM Configurable Workspace (com.snc.uib.csm_agent_workspace) plugin.

    Out of box, the Customer Service Agent dashboard includes the widgets on the My Work tab.
    Note:
    The tab is not visible because it is the only tab on the dashboard.

    Activating the Performance Analytics - Content Pack - Customer Service (com.snc.pa.customer_service) plugin provides the complete Customer Service Agent dashboard with all tabs.
    Customer Service Agent - Advanced Available with the following plugins:
    • CSM Configurable Workspace (com.snc.uib.csm_agent_workspace)
    • Performance Analytics – Content Pack – Customer Service Management – Advanced (com.snc.pa.customer_service_advanced)
    Activating the Performance Analytics - Content Pack – Advanced Work Assignment (com.snc.pa.awa) plugin adds two additional widgets to the Organizational Trends tab:
    • My Cases with Problems
    • My KBs Created
    Customer Service Manager Available with the following plugins:
    • CSM Configurable Workspace (com.snc.uib.csm_agent_workspace)
    • Performance Analytics - Content Pack - Customer Service (com.snc.pa.customer_service)

    Activating the Performance Analytics - Content Pack - Customer Service (com.snc.pa.customer_service) plugin provides the complete Customer Service Manager dashboard with all tabs.
    Customer Service Manager - Advanced
    Available with the following plugins:
    • CSM Configurable Workspace (com.snc.uib.csm_agent_workspace)
    • Performance Analytics – Content Pack – Customer Service Management – Advanced (com.snc.pa.customer_service_advanced)

    Activating the Performance Analytics - Content Pack – Advanced Work Assignment (com.snc.pa.awa) plugin adds the Work Assignment Analytics tab to the Customer Service Manager - Advanced dashboard.

    Certifying a dashboard

    Users with the admin role can certify a dashboard to indicate that it is company-approved and recommended for use. The default dashboards available from the Dashboard Overview landing page are certified and admins cannot change this setting. Admins can only certify new dashboards. For more information, see Certify a Platform Analytics dashboard.

    Working with dashboards

    Agents can create their own dashboards and share those dashboards with other agents or assignment groups. For example, agents can create dashboards with metrics and lists that support specific assignments, such as a temporary weekend assignment.

    From the Dashboard Overview landing page, managers and agents can do the following:
    • View the default dashboards available for their role.
    • Filter the available dashboards.
    • Select a dashboard tile to display the dashboard in a new tab. If more than one dashboard is available, the user can switch between the available dashboards by making a selection from the dashboard picker.
    • Duplicate and customize the default dashboards.
    • View dashboard details such as the dashboard name, description, and visibility.
    • Edit dashboards using a configuration panel.
    • Share dashboards with other users or groups and grant edit or view-only rights.
    • Create new dashboards.
    • Create and share visualization elements from the Platform Analytics Workspace.

    See the task descriptions in the following table for more information.

    Table 2. Dashboard landing page user tasks
    Task Description
    View the default dashboards available for your role
    1. Select Workspaces > CSM/FSM Configurable Workspace.

      The Dashboard Overview landing page displays the available dashboards.

    2. Select a dashboard tile to display the dashboard in a new tab.
    View dashboard details
    1. Select a dashboard.
    2. Select the info icon (Info icon) to open the Details panel.
    Filter dashboards Several filter options are available on the Dashboard Overview landing page. Users can filter the available dashboards in the following ways:
    • By name or owner (in the search bar)
    • Recent: shows recently created dashboards
    • Bookmarked: shows only your bookmarked dashboards.
    • Certified: shows only the dashboards that have been certified by an administrator.
    • Created by me: shows only the dashboards that you have created.
    • Shared with me: shows only the dashboards that have been shared with you.
    • All: shows all dashboards that you have access to.
    Duplicate a dashboard
    1. Select the More actions menu (More actions icon).
    2. Select Duplicate.
    3. In the Duplicating dashboard pop-up window, enter a New name and a Description.
    4. Select Duplicate on the pop-up window.
    5. To access the duplicated dashboard:
      • Select Open it in the information message.
      • Select the dashboard tile on the Dashboard Overview landing page.

    For more information, see Duplicate a Platform Analytics dashboard.
    Edit a dashboard
    1. Select Edit.
    2. Select the desired dashboard tab.
    3. Edit an existing element or add a new element. For more information about these tasks, see Edit Platform Analytics dashboards.
    Share a dashboard
    1. Select the More actions menu (More actions icon).
    2. Select Share.
    3. In the Share Dashboard pop-up window, add users, groups, or roles in the Grant access to field.
    4. If desired, enable the check box that enables permissions for the dashboard.
    5. Select either Add as viewer or Add as editor.
    6. The selected users, groups, or roles are added to the Manage Access section. From here, you can change the permissions.
    7. Click Confirm.

    For more information, see Share a Platform Analytics dashboard.
    Create a dashboard
    1. From the Dashboard Overview landing page, select Create new dashboard.
    2. From the New dashboard pop-up window, select In-line editor.
    3. Provide a Name and a Description and select Create new dashboard. The new dashboard opens in the editing mode.
    4. Add new elements to the dashboard. For more information about this step, see see Create a dashboard with the in-line editor.

    When you create a dashboard with the in-line editor, several elements are available to help you organize and populate the information on your dashboard. For more information, see Exploring Platform Analytics dashboards.
    Print a dashboard
    1. Select the More actions menu (More actions icon).
    2. Select Printer friendly.

    For more information, see Print a Platform Analytics dashboard.
    Bookmark a dashboard
    1. Select the More actions menu (More actions icon).
    2. Select Add to bookmarks.

    For more information, see Bookmark a Platform Analytics dashboard.