---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Using Proactive Customer Service Operations

# Using Proactive Customer Service Operations {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Monitor your customers' products and services to identify issues proactively, inform
the affected customers, and fix issues quickly.
There are various different roles required for Proactive Customer Service Operations
based on the tasks you perform.

Some tasks only apply if you are using Event Management integration on CSM
Agent Workspace or the ServiceNow AI Platform interface. This is noted at the top of each
task.
{#use-pcso__table_yxv_5rs_kjb__entry__2}

| Role | Tasks |
|-|-|
| evt_mgmt_admin, evt_mgmt_operator Note: These roles only apply if you are using the integration with Event Management. | Create alerts and proactive cases from alerts. |
| sn_customerservice_agent | Propose proactive cases as major case candidates, work on, and close proactive cases. |
| sn_customerservice_manager | Review and accept a proactive case as a major case and create child cases. Associate outages to cases or create an outage for a case. Track Key Performance Indicators (KPIs) to understand how proactive the team was in identifying and communicating issues that impact customers. For more information, see [Proactive Customer Service - Advanced dashboard](https://www.servicenow.com/docs/1wVVLhal_uwJ7AvSHPV9kw "The Proactive Customer Service - Advanced dashboard helps customer service managers track key performance indicators (KPIs) to understand how proactive they were in identifying and communicating issues that impact customers. The dashboard also enables customer service managers to assess the business impact of outages over time. Install the Proactive Customer Service Advanced Dashboard plugin (com.snc.pa.customer_service_advanced) to view and monitor the advanced dashboards."). |
| sn_majorissue_mgt.major_issue_manager | Create proactive cases. Review and accept proactive cases as major cases and create child cases. Associate outages to cases or create an outage for a case. |
[Table 1. Roles required]

{#use-pcso__table_yxv_5rs_kjb}
**Related tasks**   

* [View the install base in CSM Configurable Workspace](https://www.servicenow.com/docs/IP5PYaxd7Esy7sc~AtPIdg "View a customer’s install base in CSM Configurable Workspace to quickly identify the support they require as well as the opportunities for adoption and upsell.")
* [View install base information from the Customer Service Portal](https://www.servicenow.com/docs/fY~EBl5FpVmbziVCMaUpiQ "View a list of install base to track the instances provisioned for your account and which products or services run on them.")
* [Create a case for install base from the Customer Service homepage](https://www.servicenow.com/docs/a6k3sa3Ba1b4UPUs4s9nvw "Create a case about a question or issue on your install base from the Customer Service homepage.")
* [View sold product information in CSM Configurable Workspace](https://www.servicenow.com/docs/wKSW~X9OEMp_QgCEihVryA "Enable customer service agents or managers to view the sold products and the service offerings associated to the sold product for an account or consumer.")