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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Proactive Customer Service Operations

# Proactive Customer Service Operations {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Proactively trigger case workflows and notify customers of any issues to resolve issues
faster and lower inbound call volume.

Proactive Customer Service Operations enables you to track the digital services sold to and in use by your customers. This is referred to as install base.

If you identify any service disruptions to a customer's install base, you can proactively create a case to notify them.

These cases are resolved and closed in the same way as customer-reported cases. When multiple customers are affected, you can use the major issue management process.

You can also associate outage information to a case to keep your customers informed about the impact of the outage and the status of the resolution. It also gives customers visibility into planned service disruptions, enhancing
transparency and reducing the number of customer-reported cases.

Your customers can use the Customer Service Portal to view proactive cases that you opened on their behalf, any outages associated with their install base, and interact with you using the proactive case. Business organization staff
can view outage information for their install base items on the Business Organization Support Portal (BOSP). For more information, see Track outages on the Business Organization Support Portal.

The Proactive Customer Service Operations plugin (com.snc.proactive_cs_itom) provides an integration between Customer Service Management and the Event Management console in IT Operations Management. For more information, see [Integration with Event Management](https://www.servicenow.com/docs/g3yIVnkVFUOAAFNlXOmyeg "Create cases proactively from alerts either manually or through automation. Track the accounts and health status of the corresponding install base items affected by the alert to better correlate customer issues and provide faster responses.").

## Before you begin {#proactive-service-operations__section_vhp_4vd_wjb}

Meet with your stakeholders to define your requirements. Depending on your requirements, you can activate either the Proactive Customer Service Operations plugin or the Proactive Customer Services with Event Management plugin.  
Note:  
The Proactive Customer Service Operations with Event Management plugin provides all the features included in the Proactive Customer Service Operations plugin as well as additional features from the Event Management console in IT Operations Management.

## Activation information {#proactive-service-operations__section_bmp_z3g_gjb}

To enable Proactive Customer Service Operations, activate the Proactive Customer Service Operations plugin (com.snc.proactive_cs_ops).

To enable Proactive Customer Service Operations with Event Management, activate the Proactive Customer Services with Event Management plugin (com.snc.proactive_cs_itom).

To use Proactive Customer Service Operations for Business Organizations, you must have the Business Location plugin (com.snc.business_location). For more information, see [Configure proactive case flows for business organizations](https://www.servicenow.com/docs/mSn7ZICkCpCd94WIju1LBw "Automate workflows for proactive case creation to improve your operational efficiency and respond to business organizations issues faster.") and [Using Proactive Customer Service Operations for business organizations](https://www.servicenow.com/docs/Jdimi~mUKPCNSutjj~2gcQ "Track install base service health, track outages, and view outage banners for install base items at a business organization.").

For detailed steps on getting started with Proactive Customer Service Operations, see [Configure Proactive Customer Service Operations](https://www.servicenow.com/docs/HU~kC6yfvs6H228jJGfU9A "Configure various aspects of Proactive Customer Service Operations based on the specific requirements of your organization.").
**Related concepts**   

* [Major issue management overview](https://www.servicenow.com/docs/PxTsutJD7EWczgsyCRqm3w "Major issue management enables customer communication for issues that impact a wider audience. Use this application to proactively identify impacted customers, provide information to these customers, and manage the resolution process.")  
**Related tasks**   

* [Configure install base](https://www.servicenow.com/docs/N1N_VeLQgv3Vda~vccE~Gw "Track which products and services have been purchased by a customer, how they've been installed or provisioned, along with the detailed configuration for each installed item.")
* [Configure proactive case flows for accounts](https://www.servicenow.com/docs/Jxcoigab3RxxxFb0ozj2_Q "Automate workflows for proactive case creation to improve your operational efficiency and respond to customer issues faster.")
* [Configure proactive case flows for business organizations](https://www.servicenow.com/docs/mSn7ZICkCpCd94WIju1LBw "Automate workflows for proactive case creation to improve your operational efficiency and respond to business organizations issues faster.")