---
title: Customer Service Management integration with Service Management analytics
description: The Customer Service Management - Advanced Performance Analytics solution provides indicators for incident, problem, change, and request records associated with customer service cases.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/analytics-and-reporting-solutions-for-customer-service/csm-integration-sm-analytics.html
release: australia
product: Analytics and Reporting Solutions for Customer Service
classification: analytics-and-reporting-solutions-for-customer-service
topic_type: reference
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Customer Service Platform Analytics Solutions, Analytics and reporting, Customer Service Management]
---

# Customer Service Management integration with Service Management analytics

The Customer Service Management - Advanced Performance Analytics solution provides indicators for incident, problem, change, and request records associated with customer service cases.

The Customer Service Management - Advanced Performance Analytics solution adds additional indicators. Some of these indicators are automatically displayed on the Customer Service Manager dashboard in the Analysis tab. All the indicators can be viewed in the Analytics Hub or can be manually added to a dashboard.

**Note:** To view the indicators, you must activate the Customer Service with Service Management plugin \(com.sn\_cs\_sm\) and the Customer Service with Request Management plugin \(com.sn\_cs\_sm\_request\).

Incident indicators:

-   Number of Open Cases with Incident
-   Number of Closed Cases with Incident

Problem indicators:

-   Number of Open Cases with Problem
-   Number of Closed Cases with Problem

Change indicators:

-   Number of Open Cases with Change
-   Number of Closed Cases with Change

Request indicators:

-   Number of Open Cases with Request
-   Number of Closed Cases with Request

Caused By Change indicators:

-   Number of Open Cases Caused By Change
-   Number of Closed Cases Caused By Change

To view the indicators in the Analytics Hub, navigate to **Performance Analytics** > **Analytics Hub** and search for any of the above indicators.

To add an indicator to a dashboard, a user with the role pa\_admin can navigate to the desired dashboard and then click the **Add Widgets** icon at the top right of the dashboard. Select **Performance Analytics** from the drop down menu, then click **Insights** in the list below. Search for the indicator using the search bar. Click the indicator, and then click **Add**.