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2.1.0
Yokohama, Xanadu, Washington DC, Vancouver
The Impact Value Management Data Collection Dashboard for Customer Service Management (CSM) gives Impact customers an automated solution for gathering standard ServiceNow value metrics, enhancing their value journey.
Sharing Metrics with ServiceNow
ServiceNow's integration gathers value metrics from customer instances on a monthly basis. Please note that integration with ServiceNow's centralized Impact instance is not available for Regulated customers (Standalone and SSP) and may necessitate granting user access for instances using the ServiceNow SNC security plugin. The Data Collection Apps will remain functional even if the integration with ServiceNow is unavailable; however, Metrics Data will need to be transferred manually in such cases.
- Prebuilt Performance Analytics Indicators: Tailored for CSM value metrics
- Automatic Monthly Data Collection: Streamline value metric capture
- Seamless Integration: Automatic data transfer to ServiceNow’s centralized Impact instance
- Fixed: Metrics involving active user counts (or other queries that rely on a change of state) are now excluded from historical data collection for periods exceeding one month. This change ensures data accuracy, as such metrics cannot be reliably captured using point-in-time queries.
- Fixed: Date-based filter conditions are now applied directly to source indicators in CSM products. This update improves system stability, reduces errors, and enhances analytics performance for users with large datasets. Existing users will experience no disruption.
- Compatible: Washington DC, Xanadu, Yokohama
To harness the power of PA indicators in this content pack, ensure these plugins and apps are installed:
- Customer Service Management