Analytics And Reporting Solutions For Customer Service

markdown/customer-service-management/analytics-and-reporting-solutions-for-customer-service · 12 files

Name	Size
Analytics and reporting analytics-reporting-csm.md Customer Service Platform Analytics Solutions contain preconfigured dashboards with actionable data visualizations to improve your business processes and quantify the value of self-service.	1.9 KB
Customer Service Agent dashboard csm-agent-dashboard.md The Customer Service Agent dashboard provides quick access to your cases based on criteria that help you prioritize your work. The dashboard also displays summary data on metrics for your organization.	5.4 KB
Integration with Service Management analytics csm-integration-sm-analytics.md The Customer Service Management - Advanced Performance Analytics solution provides indicators for incident, problem, change, and request records associated with customer service cases.	2.6 KB
Customer Service Manager dashboard csm-manager-dashboard.md The Customer Service Manager dashboard displays charts and summary data on metrics like backlog, resolution rates, SLA, customer satisfaction, and per-agent KPIs.	9.9 KB
Proactive Customer Service - Advanced dashboard csm-proactive-monit-dashboard.md The Proactive Customer Service - Advanced dashboard helps customer service managers track key performance indicators (KPIs) to understand how proactive they were in identifying and communicating issues that impact customers. The dashboard also enables customer service managers to assess the business impact of outages over time. Install the Proactive Customer Service Advanced Dashboard plugin (com.snc.pa.customer_service_advanced) to view and monitor the advanced dashboards.	4.4 KB
Customer Portal Usage dashboard customer-portal-usage-dashboard.md The Customer Portal Usage dashboard enables you to understand the user usage of portals by presenting an aggregate count of sessions created every month.	3.2 KB
Customer Service Platform Analytics Solutions customer-service-content-pack.md Customer Service Platform Analytics Solutions contain preconfigured dashboards with actionable data visualizations to improve your business processes.	4.7 KB
Service Manager dashboard customer-service-dashboard.md Use the Service Manager dashboard to track and analyze customer service case data.	3.2 KB
Major issue management analytics major-issue-management-analytics.md Provides indicators on the Customer Service dashboards for major cases and child cases.	1.5 KB
Report knowledge gaps report-knowledge-gap-unsucc-search.md Report a knowledge gap from the Unsuccessful Searches report in the Self-Service Analytics dashboard for customer service.	2.4 KB
Platform Analytics Solutions for Self-Service Analytics for Customer Service ssa-cs-content-pack.md Platform Analytics Solutions contain prepackaged Performance Analytics and Reporting content for use with other ServiceNow AI Platform products. This Platform Analytics Solution quantifies the value of self-service using the Self-Service Analytics dashboard for customer service.	2.2 KB
Self-Service Analytics dashboard ssa-cs-dashboard.md Measure and track the effectiveness of self-service content through user activities on self-service portals to enrich the content and address any self-service gaps.	13.4 KB