0
2.0.8
Zurich Patch 3
The Chief Customer Officer Dashboard unifies data from Customer Service Management, Proactive Customer Service Operations, Self-Service Analytics, Communities, and Virtual Agent, leveraging Performance Analytics to provide a comprehensive view of customer satisfaction, service performance, and self-service effectiveness.
- Customer Operations KPIs: Preconfigured indicators for case volume, resolution time, CSAT, backlog, and SLA compliance.
- Interactive Dashboards: Drillable and filterable visualizations to explore performance by region, channel, product line, or customer segment.
- Customer Experience Metrics: Tracks satisfaction, agent productivity, and self-service adoption trends.
- Operational Efficiency Insights: Identifies bottlenecks, workload imbalances, and improvement opportunities across customer operations.
- Actionable Analytics: Links metrics directly to cases, tasks, and workflows for proactive action and continuous improvement.
- Role-Based Views: Tailored layouts for Chief Customer Officers, Operations Managers, and Service Directors.
- Native Platform Experience: Delivered as a native Inline Dashboard for seamless performance and extensibility within the Now Platform.
New
- Rebuilt Using Platform Analytics Inline Dashboards: The CCO Dashboard has been redesigned to leverage Inline Dashboards, providing a modern, embedded analytics experience across Customer Service and Operations.
- Comprehensive Customer Operations View: Consolidates insights from CSM, FSM, and PCO for a complete picture of service performance and customer satisfaction.
- Modern Dashboard Experience: Includes inline filtering, drilldowns, and contextual KPIs for faster decision-making.
- Actionable Service Intelligence: Connects analytics with customer and case workflows for immediate action.
- Cross-Channel Analytics: Enables visibility across contact center, field service, and digital self-service channels.
Removed
- UI Builder Dependency: Fully migrated from UI Builder to Inline Dashboards.
The CCO Dashboard application is free from the ServiceNow Store. However, the contents of the dashboard require professional entitlements to the following applications:
- Customer Service Management (CSM)
- Performance Analytics for Customer Service Management
- Proactive Customer Service Operations
- Self-Service Analytics Core
- Performance Analytics for Self-Service Analytics – CSM
- Communities
- Virtual Agent (Customer Service Chatbot)
These professional entitlements include a license for Platform Analytics.
These solutions consist of Platform Analytics indicators and associated data collection jobs, used by the metrics on the CCO Dashboard. If you don’t have the prerequisite licenses, the installation proceeds. However, without the required plugins (found in the application manager) and applications (found in the ServiceNow store) and the underlying data, the dashboard won’t show any relevant metrics. If you have any questions about your licensing and entitlements, consult your account executive.