Using Proactive Customer Service Operations

  • Release version: Australia
  • Updated March 12, 2026
  • 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.

    Table 1. Roles required
    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.
    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.