Configure Customer Service Platform Analytics Solutions
Enable Customer Service Platform Analytics Solutions to view preconfigured dashboards with actionable data visualizations to improve your business processes.
Before you begin
Role required: admin
Procedure
Navigate to All > Performance Analytics > Guided Setup.
On the Getting Started page of the guided setup, click Get Started.
In the Customer Service category, view the list of tasks to configure the feature.
| Task | Description |
|---|---|
| Activate Performance Analytics for Customer Service Management | Activate the Performance Analytics - Content Pack - Customer Service \(com.snc.pa.customer\_service\) plugin to add Performance Analytics configuration records to your instance. |
| Review Indicator Sources | Review the provided indicator sources to ensure they match your Customer Service application table structure. |
| Review Indicators | Review the provided indicators to ensure that the metrics you want to measure are tracked. |
| Review Breakdown Sources | Review the provided breakdown sources to ensure they match your table structure and include the elements you want. |
| Review Breakdowns | Review breakdowns to ensure that you can filter scores by the appropriate elements. |
| Collect Data | Run historical data collection once to collect scores on existing data, and enable scheduled data collection to begin collecting scores on new data automatically. |
| View Analytics Hub | View the Analytics Hub for indicators that you collected data for to begin exploring your scores. |
| View Dashboards | View the provided dashboards to get an overview of your scores and view multiple metrics in a single location. |
To perform a task, click Configure.
This button opens the page in your instance where the configuration is completed.