Service Now

Service Now

The advanced analytics connector seamlessly integrates with ServiceNow, allowing you to create intuitive reports and live dashboards for a high level view of your help desk, with the ability to drill down into specifics.

Advanced Analytics for ServiceNow offers out-of-the-box analytics on Incident management. Get reports generated automatically with up-to-date data, and gain a complete overview from module specific dashboards. 

General

1. What is Zoho Analytics?

Zoho Analytics is a self-service BI and data analytics software that lets you analyze your data, create stunning data visualizations, and discover hidden insights in minutes.

Zoho Analytics offers the following important capabilities:

  • Complete Online Business Intelligence and analytics service, accessible anytime, anywhere!
  • Easy to adopt 'spreadsheet-like' interface with powerful drag & drop based reporting features for quick report creation.
  • Visual Analysis capability for in-depth analysis and to slice & dice your data.
  • Wide range of reporting capabilities like   Dashboards  ,   Charts  ,   Pivot Table  ,   Summary View  ,    Tabular View  , and   KPI Widgets  .
  • Data import from various sources such as data stored in local drive (  CSV, Excel, JSON, HTML , XML , JSON, Statistical & MS Access files)  ,  Web Feed   and  Cloud Drive  . Also supports data import from local/hosted Databases and cloud databases. Supports   periodic scheduling of importing data  .
  • Integrated with a suite of  15+ Zoho products such as   Zoho Finance  ,   Zoho Desk  ,   Zoho Project  ,   Zoho People  ,   Zoho Campaign  ,  Zoho Survey  , etc.
  • Integrated with   45+ popular business applications   like   Google Ads  ,  Facebook Ads  ,   Bing Ads  ,  Salesforce CRM  ,  Mailchimp  ,  Zendesk  ,   etc.,
  • Integrated with   Zapier   and   Zoho Flow   to power up import from over 500+ apps.
  • Integrates with custom applications using   APIs  .
  • Blend/merge data from across different sources to create meaningful business reports and get end-to-end cross-functional analytics.
  • SQL (Structured Query Language) driven querying for powerful data preparation and report creation.
  • An advanced formula engine for deriving key business metrics from your data. 
  • Ability to create reports with ease by simply Ask Zia in natural language. Zoho's Intelligent Assistant will comeup with attractive and relevant visualizations over your data.
  • Derives insights instantly with Zia Insights in the form of digestible narrations. Instead of interpreting the visualization manually.
  • Effectively predicts future data trends with its powerful forecasting algorithms. This analyzes past data deeply and comes up with the best forecast for the future.
  • Data alerts to track vital changes in your key business metrics.
  • Capacity to deliver consumable insights through familiar everyday business workflow by crafting stories with immersive presentations.
  • Provides analytical portals for sharing insights. 
  • Collaborative reporting and analytics with fine-grained permission control over your   Sharing Views   and reports with your colleagues & friends. 
  • Efficiently collaborate with your users by setting up real-time commenting on a shared view.
  • Publish reports for wider consumption.   Embed reports/dashboards   within your websites, web applications, and blogs.
  • Export  ,  Email  , and Print reports in a variety of formats.
  • Highly secure as all users login only over HTTPS (SSL connection). All your data and reports are hosted in secure data centers. (Refer to   Security   and   Privacy  )
  • Supports   Logo Rebranding  .
  • Get the mobile apps (optimized for both IOS and Android platform) and access the reports and dashboards on the go.

2. Why ServiceNow Analytics?

Advanced Analytics for Teamwork CRM enables you to effectively analyse your store data. It helps to track key business metrics like user traffic, product mapping, cart conversions etc.,

Advanced Analytics for Teamwork CRM brings in all the capabilities of Zoho Analytics described  in the above question  .

3. Who can subscribe to the Zoho Analytics Advanced Analytics for ServiceNow connector?

ServiceNow users who wants to analyse their help desk data. It enables you to do powerful analysis on the incidents inflow, technicians' performance SLA reports backlog analysis and much more with ease.

Setup

1. Who can setup the Service Now Analytics Connector?

The Account Administrator and the Organization Administrators can set up the Advanced Analytics connector. Click here to learn about   Managing Users  .

The credentials of the Administrator who set up the connector, will be used for establishing any connections with source application by other administrators.

2. How do I set up the Advanced Analytics for ServiceNow?



3. How long should I wait for my Freshdesk data to initially appear in Zoho Analytics?

Initial data import will take a few minutes to a couple of hours depending on the volume of data in your Freshdesk account. You will receive an email notification once the import is complete. If you access the Workspace before the initial fetch is completed, you may find some data missing.

4. I got this email which said 'Setup Process Failed'. What should I do?

The import process of your Zoho Campaigns data can sometimes fail for a variety of reasons. Hence, you may receive such emails occasionally. 
You will receive the 'Integration Setup Failed' mail when there is a failure during the initial fetch. In this case, we request you to:
  1. Open the Workspace in which you have set up the connector.
  2. Click the   Data Sources   button in the   Explorer   tab.
  3. In the   Data Sources   page that opens click the   Retry Now   link. If the issue persists please do write to   support@zohoanalytics.com  . We will look into it and get back to you immediately.
Note:   The Account Administrator and the Organization Administrator can use the Retry Now link to resume the integration process.

5. I got this email which said 'ServiceNow Data Synchronization Failure'. What should I do?

Data sync may sometimes fail due to a variety of reasons such as Authentication Failure, your business application is down etc. In that case, you will receive the "Data Synchronization Failure" mail with the reason for the failure and its solution. Click here to learn more about Synchronization Error Failures and its solutions.

6. How frequently can I synchronize my data with Zoho Analytics?

If you are a Basic plan user, you can synchronize your data once every day.

You can choose to synchronize data at one of the intervals mentioned below.

  1. 1 Hour (Enterprise plan Only)
  2. 3 Hours
  3. 6 Hours
  4. 12 Hours
  5. Every day
Note:
  1. Users in Enterprise plan alone can choose to synchronize data at every 1 hour.
  2. Users in Basic plan can synchronize their data only once everyday.

7.Can I edit the Freshdesk Advanced Analytics connector Synchronization setting?

Yes, you can edit the Advanced Analytics for ServiceNow connector synchronization setting. For this you need administrator privilege for the Advanced Analytics for ServiceNow workspace.

Follow the below steps to edit the setting. 

  • Open the corresponding Advanced Analytics for ServiceNow workspace in Zoho Analytics.

  • Click  Data Sources  on the left panel. All the data source of the workspace will be listed. 

  • Click the  ServiceNow  option. The Data Source page for ServiceNow will open. 

  • Click the Edit Setup link. The Edit Setup - ServiceNow dialog will open. Modify the settings as needed. 

  • Click  Save . The synchronization setting will be modified and data will be synced in the next synchronization interval.

Note:  This option can be used up to five times between the scheduled intervals.

8. Can I view the data sync history?

Yes, the Account Administrator and the Organization Administrator can view the data sync history. Follow the below steps to view the data sync history.
  1. Open the corresponding Freshdesk Analytics Workspace in Zoho Analytics.
  2. Click Data Sources on the left panel. All the data source of the workspace will be listed.
  3. Click Freshdesk. The Data Sources page for Freshdesk will open.
  4. In the Data Sources page that opens, click Sync History.
  5. A calendar with the Sync History of the last 45 days will open . The date when the data sync has happened will be highlighted. Hover to view the number of times the data had got synced on a specific date.
  6. Click the date to view more details.
    2. Time - Displays the time when the data is synced.
    3. Status - Shows whether the sync was a success or a failure.In case of failure, the reason will be displayed. Refer to this page to learn how to resolve the issue and avoid further failure.

9. Can I add/modify data in the ServiceNow data tables from within Zoho Analytics?

No, you cannot. Data from ServiceNow tables gets automatically synchronized into Zoho Analytics in the 7 different tables (one table for one tab). You cannot edit any of this data or add new data records from within Zoho Analytics.

10. Can I add new columns to the ServiceNow data tables from within Zoho Analytics?

No, you cannot add new columns. But you can add Formula Columns and Aggregate Formulas (i.e. Calculated fields) to these tables to help you create powerful reports. Refer  Adding Formulas  in Zoho Analytics to know more.

11. Can I add new data tables in this workspace to create reports & dashboards?

Yes, you can add new data tables. Click  New > New Table  and you can add new tables to the existing ServiceNow workspace.

With this feature, you can import new data or add them manually into your workspace to analyze and create reports combining this with the ServiceNow data. You can import data from files like Excel, HTML and CSV. You can also import data from local databases like Oracle, SQL Server, DB2, MySQL, PostgreSQL and MS Access.

12. Can I track the action by all users in the connector workspace?

Yes, you can track all activities performed in Connector-configured workspaces by all users, using   Audit History  . The Account Administrator and the Organization Administrators can view the audit history.

Follow the below steps to do so.
  • Open the corresponding Zoho Campaigns Advanced Analytics Workspace in Zoho Analytics.
  • Click   Data Sources   on the left panel. 
  • The   Data Sources   page will open. Click   Audit History.   
  • A dialog with audit history for the last 180 days will open with the following information. 
    • Date & Time of the action
    • Action done
    • User who performed the action
  1. The following are the actions that are logged in Zoho Analytics.
  • User Actions 
    • Create   - Connector setup created
    • Edit Setup 
      - Edit connector setup to do the following changes. 
      • Modules Added
      • Modules Removed
      • Fields Added
      • Fields Removed
      • Schedule Change and
      • Entities (Campaigns, Org, Handles) Modified
    • Delete   - Remove integration
    • Take Ownership   - Transferred connector to other admin. 
    • Re-authenticate   - Re-authenticate business app 
    • Sync Now   - Sync data instantly
    • Retry Now   - Retry to import data after initial setup failure
    • Connector Activated   (when you upgrade from Basic plan to Standard plan)
    • Connector Disabled   (when you downgrade from Standard plan to Basic plan)
  • System Event - Any action done by Zoho Analytics
    • The Connector is automatically deleted when you downgrade to free plan. 
    • The Connector is automatically restored when you upgrade from free plan to a higher plan. 
    • The Connector is automatically deactivated when you downgrade your plan. 
    • The Connector is automatically activated when you upgrade to a higher plan. 
    • The Connector is manually restored by the Zoho Analytics support.
    • Data synchronization schedule automatically changed to interval supported to your new pricing plan.

13. Can I transfer my connector to another admin account?

Yes, the ServiceNow connector in your account can be transferred to another Administrator in the Organization.
Account Transfer:  An Account Administrator can transfer the connector by transferring the account to an Organization Administrator. Click here to know more about  Managing Organizations  .
Leaving the Organization:  An Organization Administrator can transfer the connector setup to another Administrator by unsubscribing from the Organization.
Transfer connector:  Write to  support@zohoanalytics.com  , if the organization administrator continues to be part of the organization but wishes to transfer the ServiceNow connector to another user(Organization Administrator).

14. How do I re-authenticate my ServiceNow account in Zoho Analytics?

You can re-authenticate the setup by following the below steps. 

  • Open the Data Sources page. Click the  Re-authenticate  link.

  • The Re-Authenticate ServiceNow dialog will open. Click the Re-Authenticate ServiceNow button.
  • Enter your credentials and re-authenticate your account.

15. How can I remove the Integration?

The Account Administrator and the Organization Administrators can remove the connector integration from the Data Source page. To remove the integration,

  1. Open the corresponding Freshdesk Advanced Analytics Workspace in Zoho Analytics.
  2. Click  Data Sources  on the left panel. 
  3. Hover the mouse over the  Data Source  name in the left corner. A  Settings  icon will appear. 
  4. Click the  Settings  icon.
  5. Select  Remove Data Source .

Reporting Features

1. What are modules and fields in ServiceNow on which I can create reports?

Zoho Analytics will synchronize the data specified in this question into the Advanced Analytics for ServiceNow workspace. You can create reports using these data. 

2. What are the report types supported by Zoho Analytics?

Zoho Analytics supports a wide variety of reports.

3. What are the report types supported by Zoho Analytics?

Zoho Analytics supports a wide variety of reports.

  • Charts
    • Pie
    • Bubble
    • Packed Bubble
    • Bubble Pie
    • Bar
    • Stacked Bar
    • Histogram
    • Butterfly
    • Line
    • Smooth Line
    • Scatter
    • Combination
    • Geo Map Chart
    • Area
    • Stacked Area
    • Web
    • Funnel
    • Doughnut
    • Word Cloud
    • Table View
  • Pivot tables (Matrix Views)
  • Summary view
  • Tabular view
  • KPI Widgets
    • Single Numeric Widget
    • Dial Chart Widget
    • Bullet Chart Widget
  • Dashboards (multiple reports arranged in the same page)

4. What are the default reports & dashboards created by Zoho Analytics, on setting up the ServiceNow integration?

When you setup/configure the Zoho Analytics connector, 100+ default reports/dashboards are automatically created. These hand-picked reports will be pretty useful in analyzing your help desk's performance effectively.

5. What are Formulas in Zoho Analytics?

Formulas, as the name indicates are calculations that you could define in Zoho Analytics to help you create the required reports. Zoho Analytics provides a powerful formula engine to create any type of calculations required, to enable creating the required reports. Refer Adding Formulas in Zoho Analytics to know more.

6. Can I combine data from other sources with the data from ServiceNow to create reports and dashboards?

Yes, you can combine data from your other sources with your ServiceNow data for analysis.
To do this, you need to add/import a new data table into the ServiceNow workspace and then define a look-up to join it with the synchronized table from ServiceNow.

To define a lookup relationship between two tables, it is essential that the tables have at least one column which is common between them. Follow the below steps to look up a column from ServiceNow along with the data from any other source.

  1. Open the corresponding table, right click the column header and select Change to Lookup Column.
  2. In the Change to Lookup Column dialog that opens, select the column to look up.
  3. Click Ok.
Please do note that you can create Lookup only to columns in the tables that are not from the same data source.

7. What are Query Tables?

Zoho Analytics allows you to drive the data required by writing standard SQL SELECT Queries. This feature is called Query Tables. With Query Tables, you can also combine data from different tables and create reports from the same. Click here to know how to create Query Tables in Zoho Analytics.

Users, Sharing & Collaboration

1. How do I share the reports in Zoho Analytics with my colleagues?

You can easily share the reports that you create with the other users in your organization. Refer to the  Sharing and Collaboration help page for more details on this.
Once you privately share a report with your colleagues they will be able to access the reports as you do. Accessing Shared Views to know how to access the reports.

2. What are the user roles available in Zoho Analytics?

Zoho Analytics offers four user roles - Account Administrator, Organization Administrator, Workspace Administrator, and User. Click to know more about the Zoho Analytics Managing Organizations and Manage Users .

3. Why can't other users edit the reports that I have shared with them?

This is the expected behavior. Only when the users to whom the reports are being shared is set as a Workspace Administrator, they will be able to edit the reports. If a normal user wants to edit the report, he/she will have to save the report with a new name using the Save As option toolbar. The User can edit this report. To know more about user role, click here .

4. Can I share the same report created, to multiple users with different criteria associated so that they see different data?

Yes, you can. Refer to the topic Apply filter criteria .

5. Can I export a report/dashboard?

Yes, you can export the report/dashboard in various file formats such as CSV, EXCEL, PDF, HTML, and Image. Click to know more .

6. How can I print the reports & dashboards created in Zoho Analytics?

To print the report/dashboard, you first need to export it. You can export the report in various file formats such as CSV, EXCEL, PDF, HTML, and Image. Click to know more .

Note:
If you are a user with whom a report has been shared and you want to take a print, ensure that you have been provided the Export permission by the Administrator to the report. Only then will you be able to print the report.

7. How can I email reports & dashboards created in Zoho Analytics in a scheduled manner?

If you are the Administrator of the Zoho Analytics or a 'Workspace Administrator', you can schedule reports and dashboards to be emailed automatically.  Refer to the  Emailing Views  section.

8. Can I embed/create permalink for reports & dashboards created in Zoho Analytics?

Yes, you can embed/create permalink for reports & dashboards. You can also create a slideshow of views. Refer to  the  Publishing Options   section to learn how to do this.

Solutions

1. Does Zoho Analytics offer Embedded Analytics or rebranding?

Yes, Zoho Analytics supports various rebranding options such as Portal rebranding/white labeling and Logo Rebranding .

Help & Support

1. How do I get technical support on Zoho Analytics?

We offer 24x5 technical support (Monday to Friday). In case if you need our assistance kindly do mail us your questions to  support@zohoanalytics.com .

You can also reach out to us on our toll-free numbers.

United States : +1 (888) 900 9646
United Kingdom : +44 (20) 35647890
Australia : +61-2-80662898
India : +91-44-6965 6060

2. Can I have someone from Zoho do a demo for me?

Yes, certainly. Register for a demo in this page  .