Track the service health of install base items in Agent Workspace

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

    • Track the operational status of install base items belonging to an account, to better correlate customer issues and provide faster responses.

    Before you begin

    Role required: sn_customerservice_agent or sn_customerservice_manager

    About this task

    The service health status provides you with visibility into the service health of a customer's install base items. The service health status is based on the severity of the impacted services being monitored at the Network Operations Center. Refresh the service health status on the Account and Case forms to access the real-time health status of install base items.

    As a customer service agent, you can view the service health status of install base items in a case or a customer account.

    Procedure

    1. Open your workspace.
    2. Navigate to Lists.
    3. Click an account or a case.
    4. To refresh the health status of install base items on both the Account and Case form, click Refresh Install Base Health.
    5. To view the health status of an install base item on the Account form, click the Install Base Items related list.
    6. To view the health status of an affected install base item on the Case form, click the Affected Install Base Items related list.