Configure form views for Proactive Customer Service Operations

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Configure the form layout and related lists for the different views of the Case, Install Base Item, and Account forms to display the fields you require.

    Before you begin

    Role required: admin

    Certain fields on the forms can only be added if you have activated the Proactive Customer Service Operations with Event Management plugin. This is noted in the following table.

    Procedure

    1. Navigate to Customer Service.
    2. Add the following fields to forms and related lists, as required.
      Table 1. Configure form views
      Form Procedure
      Case
      1. Click Cases > Proactive.
      2. Add the Proactive field to the Proactive Case and Workspace view, and other views as required:
        • Proactive
        • Alert
          Note:
          The Alert field is only available if you have activated the Proactive Customer Service Operations with Event Management plugin.
      3. Note:
        This only applies if you have activated the Proactive Customer Service Operations with Event Management plugin.
        Add the following fields to the Affected Install Base Items related list, Proactive Case and Workspace view, and other views as required.
        • Health Status
        • Health Status Last Updated
      Account
      Note:
      This only applies if you have activated the Proactive Customer Service Operations with Event Management plugin.
      1. Click Customer > Accounts.
      2. Add the following fields to the Install Base Itemsrelated list for the Case and Workspace views, and other views as required.
      • Health Status
      • Health Last Updated
      Install Base Item
      Note:
      This only applies if you have activated the Proactive Customer Service Operations with Event Management plugin.
      1. Click Products > Install Base Items.
      2. Add the Service Context field to the Default and Workspace views.