View trending topics dashboard

  • Release version: Yokohama
  • Updated September 25, 2025
  • 2 minutes to read
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    Summary of View Trending Topics Dashboard

    The trending topics dashboard allows ServiceNow customers to identify clusters of related records, visualize their volumes, and assess sentiment trends over time. This tool enhances visibility into emerging issues within cases and leverages GenAI-generated insights to improve operational efficiency.

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    Key Features

    • Trending Topics Widget: Accessible from the CSM/FSM workspace home page, it provides an overview of current trends and allows users to dive deeper into specific topics.
    • Data Scope: Displays topics with at least one open case and a minimum of two total records.
    • Interactivity: Selecting a topic filters the dashboard to show detailed information. A refresh button ensures data is up-to-date.
    • In-depth View Page: Contains two sections: Data Visualizations and GenAI Insight Cards.
    • Data Visualizations: List View shows the top 10 trending topics, including attributes like topic description, total records, and customer sentiment. Filters can be applied based on several criteria and time periods.
    • Trend Analysis: Users can visualize total records and case statuses over time, segmented by various categories.
    • GenAI Insight Cards: Provide automatically generated insights about the most impacted accounts, products, assignment groups, and channels among the top trends.

    Key Outcomes

    By utilizing the trending topics dashboard, ServiceNow customers can effectively monitor and analyze case trends, understand root causes, and make informed decisions. The insights gained can lead to improved case management and enhanced overall service delivery.

    Identify clusters of related records and visualize their volumes and sentiment trends over time using the trending topics dashboard and GenAI-generated insights.

    The trending topics dashboard provides visibility into emerging issues across cases. It includes interactive widgets, filters, and GenAI-generated insights to help identify trends, understand root causes, and improve efficiency.

    Widget Overview

    Function Description
    Trending Topics Widget The trending topics widget can be accessed from the CSM/FSM configurable workspace home page and provides an overview of current trends. You can access more detailed information by selecting View dashboard and navigate to the details page.
    Data Scope The widget displays topics that have at least one open case and a minimum of two total records.
    Interactivity When you select on a topic, the dashboard opens pre-filtered topic details for that specific topic.
    Refresh button Selecting the Refresh icon updates the data for the top 10 trends, ensuring you have the most current information at your fingertips.

    In-depth View Page Structure

    The in-depth view page is divided into two sections: Data Visualizations and GenAI Insight Cards.

    Figure 1. Trending topics dashboard
    Dashboard showing trending topics with a table of top 10 trends and metrics, with colorful bar charts for GenAI generated insights on impacted accounts, products, assignment groups, and channels.

    Data Visualizations – List View

    Displays the top 10 trending topics with the following attributes:

    • Topic description
    • Total records
    • Total record change
    • Affected accounts
    • Number of agents
    • Customer sentiment

    Filters include:

    • Region, Assignment Group, Account, Agent, Category, Product, Channel, Priority, State
    • Time period: Last 7 days, Last 6 months, Last 30 days, Last 3 months, Last 12 months, and Custom range
    You can select a topic description link to further in-depth view into the trends over time based on the following filters:
    • Region, Assignment Group, Account, Agent, Category, Product, Channel, Priority, State.
    • Time period: Last 7 days, Last 6 months, Last 30 days, Last 3 months, Last 12 months, and Custom range

    The dashboard provides several key features to analyze and understand record trends and case status.

    Trend over time:
    • Record Trend Chart: Visualize the total records on a specific date.
    • Record Details Chart: Examine the case status of various cases on a particular date.

    Trend Breakdown: Trend analysis can be segmented by multiple categories, including, Region, Assignment Group Account Agent Category Product Channel Priority State.

    Affected regions trend insights: For each region, you can view:
    • Average trend score
    • Record count by trend bucket

    This breakdown provides a detailed understanding of trends across different dimensions and regions.

    GenAI generated Insight Cards

    Automatically generated insights give you information about general trends and include:

    • Most impacted accounts - Accounts impacted by the highest volume of records among the top 10 trends. Top insight for the top account with the highest number of cases are displayed.
    • Most impacted products- Products impacted by the highest volume of records among the top 10 trends. Top insight for the top product with the highest number of cases are displayed.
    • Most impacted assignment groups - Assignment groups impacted by the highest volume of records among the top 10 trend. Top insight for the top assignment group with the highest number of cases are displayed.
    • Most impacted channels - Channels impacted by the highest volume of records among the top 10 trends. Top insight for the top channel with the highest number of cases are displayed.

    You can select Related record to open a new page with a list that shows the corresponding cases referenced in the graph and select the refresh icon Refresh data icon to see the most recent update.