Configure Self-Service Analytics
task brazil Updated Sep 10, 2026 2 min read config-ssa.md
Configure the Self-Service Analytics framework so you can use the generated metrics in a dashboard.
Before you begin
Role required: admin
About this task
Complete the following tasks to use the metrics generated by the Self-Service Analytics framework in a dashboard of an application:
Procedure
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Configure pattern element groups for Self-Service Analytics.
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Set up the deflection configuration for Self-Service Analytics.
- Activate Self-Service Analytics
Activate the Self-Service Analytics Core plugin (com.snc.self_service_analytics_core) if you have the admin role. This plugin activates related plugins if they are not already active. - Configure activity contexts for Self-Service Analytics
Define the type of activities you want to collect as Self-Service Analytics data for a user entity such as consumers and customer contacts. - Configure pattern elements for Self-Service Analytics
Configure a pattern element to specify a single activity type and how many times it occurs. Each pattern element is implemented as regular expressions. - Configure pattern element groups for Self-Service Analytics
Define a logical combination of two pattern elements, pattern element group, or both and how many times the combination occurs. Each pattern element group is implemented as regular expressions. - Configure activity patterns for Self-Service Analytics
Configure an activity pattern to combine the pattern element, pattern element group, or both for a user entity and link them to an outcome. - Set up the deflection configuration for Self-Service Analytics
Associate a period of time with an activity context that defines how long a system will wait for a case to be created to match a deflection pattern. - Configure scheduled jobs for Self-Service Analytics
Schedule when to run the deflection configuration to generate the activities that match an activity pattern within an activity window.
Parent Topic:Configuring Knowledge Management
Related topics
[bundle-csm.ssa-cs-dashboard]
66 lines · 5.1 KB
--- title: Configure Self-Service Analytics description: Configure the Self-Service Analytics framework so you can use the generated metrics in a dashboard. locale: en-US canonical_url: https://www.servicenow.com/docs/r/servicenow-platform/knowledge-management/config-ssa.html release: brazil product: Knowledge Management classification: knowledge-management topic_type: task last_updated: "2026-09-10" reading_time_minutes: 2 breadcrumb: [Configuring Knowledge Management, Knowledge Management, Manage content capabilities, Extend ServiceNow AI Platform capabilities] --- # Configure Self-Service Analytics Configure the Self-Service Analytics framework so you can use the generated metrics in a dashboard. ## Before you begin Role required: admin ## About this task Complete the following tasks to use the metrics generated by the Self-Service Analytics framework in a dashboard of an application: ## Procedure 1. [Activate Self-Service Analytics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/knowledge-management/activate-ssa-cs.md). 2. [Configure activity contexts for Self-Service Analytics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/knowledge-management/configure-activity-context.md). 3. [Configure pattern elements for Self-Service Analytics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/knowledge-management/configure-pattern-element.md). 4. [Configure pattern element groups for Self-Service Analytics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/knowledge-management/configure-pattern-element-group.md). 5. [Configure activity patterns for Self-Service Analytics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/knowledge-management/configure-activity-pattern.md). 6. [Set up the deflection configuration for Self-Service Analytics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/knowledge-management/configure-deflection-ssa.md). 7. [Configure scheduled jobs for Self-Service Analytics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/knowledge-management/configure-scheduled-job-ssa.md). - **[Activate Self-Service Analytics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/knowledge-management/activate-ssa-cs.md)** Activate the Self-Service Analytics Core plugin \(com.snc.self\_service\_analytics\_core\) if you have the admin role. This plugin activates related plugins if they are not already active. - **[Configure activity contexts for Self-Service Analytics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/knowledge-management/configure-activity-context.md)** Define the type of activities you want to collect as Self-Service Analytics data for a user entity such as consumers and customer contacts. - **[Configure pattern elements for Self-Service Analytics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/knowledge-management/configure-pattern-element.md)** Configure a pattern element to specify a single activity type and how many times it occurs. Each pattern element is implemented as regular expressions. - **[Configure pattern element groups for Self-Service Analytics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/knowledge-management/configure-pattern-element-group.md)** Define a logical combination of two pattern elements, pattern element group, or both and how many times the combination occurs. Each pattern element group is implemented as regular expressions. - **[Configure activity patterns for Self-Service Analytics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/knowledge-management/configure-activity-pattern.md)** Configure an activity pattern to combine the pattern element, pattern element group, or both for a user entity and link them to an outcome. - **[Set up the deflection configuration for Self-Service Analytics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/knowledge-management/configure-deflection-ssa.md)** Associate a period of time with an activity context that defines how long a system will wait for a case to be created to match a deflection pattern. - **[Configure scheduled jobs for Self-Service Analytics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/knowledge-management/configure-scheduled-job-ssa.md)** Schedule when to run the deflection configuration to generate the activities that match an activity pattern within an activity window. **Parent Topic:**[Configuring Knowledge Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/knowledge-management/configuring-knowledge-management.md) **Related topics** [bundle-csm.ssa-cs-dashboard]
| title | Configure Self-Service Analytics |
| description | Configure the Self-Service Analytics framework so you can use the generated metrics in a dashboard. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/servicenow-platform/knowledge-management/config-ssa.html |
| release | brazil |
| product | Knowledge Management |
| classification | knowledge-management |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | Configuring Knowledge ManagementKnowledge ManagementManage content capabilitiesExtend ServiceNow AI Platform capabilities |