Best practices for analyst copilot (EAP)

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<p id="docs-hc-snippet" style="display: none;">Projects help you to scope data, organize content, and control who sees what. Before sharing a dashboard or inviting teammates, take some time to structure your projects.</p>
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<p id="docs-ai-summary-content">This article shares best practices for using analyst copilot in reports, dashboards, datasets, projects, and memories. You’ll learn to organize projects by team or use case, define access roles before sharing, build focused datasets with the right joins and fields, use memory summaries to spot trends, and save useful findings so future analyses start with shared context and consistent metric definitions.</p>
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<div class="note attention">
<span class="attentiontitle"></span> This feature is currently in an Early Access Program (EAP). You can <a class="xref" href="https://community.zendesk.com/zendesk-eap-agentic-analytics-154/how-do-i-sign-up-for-the-agentic-analytics-eap-21701" target="_blank">sign up for the EAP here</a>.</div>
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<div class="p">In the following topics, you'll find useful information to help you get the most from
analyst copilot:<ul class="ul" id="acp_best_practices__ul_ogp_yzz_t3c">
<li class="li"><a class="xref" href="#topic_sfd_g14_rjc">Best practices for projects</a></li>
<li class="li"><a class="xref" href="#topic_vjd_gb4_rjc">Best practices for datasets</a></li>
<li class="li"><a class="xref" href="#topic_irv_v14_rjc">Best practices for reports and dashboards</a></li>
<li class="li"><a class="xref" href="#topic_e1r_1b4_rjc">Best practices for memories</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_sfd_g14_rjc">
<h2 class="title topictitle2" id="ariaid-title2">Best practices for projects</h2>
<div class="body">
<p class="p" dir="ltr">Projects help you to scope data, organize content, and control who sees
what. Before sharing a dashboard or inviting teammates, take some time to structure
your projects.</p>
<p class="p" dir="ltr">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10492295767194" target="_blank">Creating and managing analyst copilot
projects</a>.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_gbs_j14_rjc">
<h3 class="title topictitle3" id="ariaid-title3">Organize your projects around how your team works</h3>
<div class="body">
<p class="p" dir="ltr">Create separate projects for different groups such as Support, IT, HR,
specific regions, or time-bound initiatives like a product launch or business
review.</p>
<p class="p" dir="ltr">When a user asks a question within the project, analyst copilot
surfaces the reports, dashboards, and memories they have access to, so the
better you organize and name your assets and projects, the more relevant your
answers will be. A well-scoped "Support AMER" project or a "Q3 Launch" project
will return far more targeted results than a single catch-all project.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_yfs_k14_rjc">
<h3 class="title topictitle3" id="ariaid-title4">Assign roles before distributing projects</h3>
<div class="body">
<p class="p" dir="ltr">Projects use three access roles:</p>
<ul class="ul" id="topic_yfs_k14_rjc__ul_dwl_g14_rjc">
<li class="li" dir="ltr">
<strong class="ph b">View:</strong> Users can see content but cannot make changes</li>
<li class="li" dir="ltr">
<strong class="ph b">Edit:</strong> Users can modify reports and dashboards within the
project</li>
<li class="li" dir="ltr">
<strong class="ph b">Admin:</strong> Users have full control, including managing other
users' access</li>
</ul>
<p class="p" dir="ltr">Users need at least View access to a project to see data in any
dashboard contained in that project. If you share a dashboard before setting
access, viewers will be unable to see it. Make sure to grant access before
sharing dashboards. </p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Dashboard viewers must have View access to every project the dashboard
retrieves data from, not just the project that contains the
dashboard.</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_vjd_gb4_rjc">
<h2 class="title topictitle2" id="ariaid-title5">Best practices for datasets</h2>
<div class="body">
<p class="p" dir="ltr">Agentic analytics includes prebuilt projects for Support, Copilot, and
ITAM. Each one comes with automatically installed datasets, dashboards, and reports
designed for common scenarios. This library of analytical apps will expand over
time. </p>
<p class="p" dir="ltr">Before you create a custom dataset or build a new report, open a prebuilt
app and explore it. This gives you a clear picture of what data is available and how
the pieces connect, without the risk of missing something foundational. Once you
understand the structure, clone any prebuilt content into your own project and
customize it from there. This is known as <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10493968076826#topic_h3f_313_53c" target="_blank">forking data</a>, meaning that analyst copilot
creates a copy of the original content without altering the original.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10468674410906" target="_blank">Working with analyst copilot datasets</a>.</p>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_isg_t14_rjc">
<h3 class="title topictitle3" id="ariaid-title6">Build datasets with your analysis goals in mind</h3>
<div class="body">
<p class="p" dir="ltr">When you are ready to go beyond prebuilt content, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10468674410906" target="_blank">dataset builder</a> lets you join tables
and shape a data model that reflects how your service operation actually
runs.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_f5r_4c4_rjc">
<h3 class="title topictitle3" id="ariaid-title7">Define your joins deliberately</h3>
<div class="body">
<p class="p" dir="ltr">When joining tables (for example, tickets and a returns custom object),
be explicit about the relationship you are modeling. Poorly defined joins can
produce inflated row counts or misleading aggregates that are hard to catch
later.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_tyz_nc4_rjc">
<h3 class="title topictitle3" id="ariaid-title8">Only include the fields you need</h3>
<div class="body">
<p class="p" dir="ltr">Select only the columns that are relevant to your analysis goal. A
focused dataset runs reports more quickly and reduces errors when surfacing
trends and comparisons. If you find yourself including fields "just in case,"
create a second dataset for that use case instead.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_irv_v14_rjc">
<h2 class="title topictitle2" id="ariaid-title9">Best practices for reports and dashboards</h2>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_hds_yc4_rjc">
<h3 class="title topictitle3" id="ariaid-title10">Use memory summaries to interpret results</h3>
<div class="body">
<p class="p" dir="ltr">Once a report is built, memory summaries automatically flag
statistically significant trends and anomalies. Read the summary before drawing
conclusions from the raw chart. A spike that looks alarming may be within normal
variation; a small but consistent shift may be the more important result.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10468766765338" target="_blank">Creating reports in analyst copilot</a>
and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10468739947290" target="_blank">Creating and managing analyst copilot
dashboards</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_tls_yc4_rjc">
<h3 class="title topictitle3" id="ariaid-title11">Organize dashboards around your audience</h3>
<div class="body">
<p class="p" dir="ltr">Group related metrics on the same tab. Use separate tabs or dashboards
for different audiences, for example, agents, supervisors, and leadership,
rather than putting everything on a single tab.</p>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_zss_yc4_rjc">
<h3 class="title topictitle3" id="ariaid-title12">Use interactive features to find root cause, not just to display data</h3>
<div class="body">
<p class="p" dir="ltr">Dashboard cross-filtering, drill-downs, and brush selection are
designed for exploration. When you click a data point to filter the entire
dashboard, or use brush selection to isolate a date range, that context carries
into any deeper analysis you run. Use these interactions to move from seeing
what happened to understanding why.</p>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_xyq_xc4_rjc">
<h3 class="title topictitle3" id="ariaid-title13">Save findings as you go</h3>
<div class="body">
<p class="p" dir="ltr">When you reach a result worth keeping, save your report before moving
on. This will preserve the report as a memory that will be surfaced as a
suggested starting point for future analyses. </p>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested2" id="topic_lhw_q11_53c">
<h3 class="title topictitle3" id="ariaid-title14">Ask questions in plain language</h3>
<div class="body">
<p class="p" dir="ltr">You don't need SQL knowledge or analytics expertise to use analyst
copilot. Open the analyst copilot tab in Analytics, type a prompt or question,
and get a cited, data-backed answer with supporting charts. A few questions to
start with:</p>
<ul class="ul" id="topic_lhw_q11_53c__ul_kgw_kb4_rjc">
<li class="li" dir="ltr">"Why is resolution time up this week?"</li>
<li class="li" dir="ltr">"How is Copilot influencing agent productivity?"</li>
<li class="li" dir="ltr">"How does first reply time vary by team?"</li>
</ul>
<p class="p" dir="ltr">From there, follow analyst copilot's suggested next questions or click
into cited memories to dig deeper. Each follow-up adds context and narrows
toward root cause.</p>
<p class="p">If you need advanced custom metrics or filters, switch to manual report mode. Use
expressions and logic operators as needed for sophisticated analytics.</p>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested2" id="topic_kqw_q11_53c">
<h3 class="title topictitle3" id="ariaid-title15">Get the most from your reports and dashboards</h3>
<div class="body">
<ul class="ul" id="topic_kqw_q11_53c__ul_yyh_fb1_53c">
<li class="li">Build and iterate on reports. Use drag-and-drop to add fields, adjust
filters, and change visualization types. Save versions frequently.</li>
<li class="li">Use memories to combine previous analyses, narrate business stories, and
build dashboards that give holistic views to different stakeholder
groups.</li>
<li class="li">Enhance dashboards with narrative text, images, and links, use filters and
cross filters for interactive exploration, and tailor presentation for your
audience.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested1" id="topic_e1r_1b4_rjc">
<h2 class="title topictitle2" id="ariaid-title16">Best practices for memories</h2>
<div class="body">
<p class="p" dir="ltr">Memories are the mechanism by which agentic analytics improves the more you
use it. Every saved memory becomes institutional knowledge that benefits the next
person who asks a related question. Without memories, your team rebuilds the same
analysis from scratch every time.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10468666615194" target="_blank">Working with analyst copilot memories</a>.</p>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested2" id="topic_e13_yc4_rjc">
<h3 class="title topictitle3" id="ariaid-title17">Rate memories to keep the most useful content surfaced</h3>
<div class="body">
<p class="p" dir="ltr">Analyst copilot surfaces existing memories alongside its narrative
answers. Rating memories helps analyst copilot learn which memories are most
relevant for your organization. Over time, this shapes the suggestions that
appear first.</p>
</div>
</div>
<div aria-labelledby="ariaid-title18" class="topic nested2" id="topic_e43_yc4_rjc">
<h3 class="title topictitle3" id="ariaid-title18">Use memories to standardize metric definitions across teams</h3>
<div class="body">
<p class="p">Save key metric definitions (such as how your team calculates resolution time, or
what counts as a reopen) as memories. This prevents definitions from drifting
across teams or sessions and ensures that every analysis, report, and
stakeholder conversation references the same numbers.</p>
</div>
</div>
<div aria-labelledby="ariaid-title19" class="topic nested2" id="topic_zb3_db4_rjc">
<h3 class="title topictitle3" id="ariaid-title19">Share findings with narrate</h3>
<div class="body">
<p class="p" dir="ltr">When you have the reports and memories you need, select them and click
<strong class="ph b">Narrate</strong>. To select multiple memories, hold down the Shift key and
select any relevant memories. Analyst copilot generates a plain-language summary
of your findings that you can share with managers or leadership. This removes
the need for stakeholders to interpret charts themselves and makes it easier to
align around a shared understanding of your data.</p>
</div>
</div>
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