Which solution should be implemented to display a breakdown dashboard as a pop-up window on the case form?

• A. Service Analytics
• B. In-form Analytics
• C. Case Spotlight
• D. CSM Prediction Results

Answer: (B)

Embedding analytics directly into the case form lets a breakdown dashboard appear as a pop-up while agents work on a case. This is exactly what In-form Analytics is designed to do: it brings dashboards and visualizations into the form UI, so you can view detailed breakdowns without navigating away from the case record. The breakdown can show metrics and facets like status, priority, owner, or other relevant dimensions in a fast, contextual way.

The other options don’t fit this specific need. Service Analytics provides broader service-wide metrics rather than a context-specific, in-form dashboard. Case Spotlight focuses on surfacing key case details rather than delivering a configurable breakdown dashboard within the case form. CSM Prediction Results presents predictive insights, which is a different use case from a general breakdown view embedded in the form.