Review an account by using the 360 View in Proactive Service Experience Workflows

Review a customer or partner's account by using the Operations Account 360 view provided by the Proactive Service Experience Workflows application inside of Service Operations Workspace. You can track your data and tasks related to customer's or partner's and then take action to improve your delivery of service.

始める前に

Role required: sn_ind_tsm_core_noc_agent

手順

1. Navigate to Workspaces > Service Operations Workspace.
2. From the Service Operations Workspace Lists tab, click Accounts > All.
3. In the Accounts list, select a customer account.
   注:

   You can also access this view by clicking a company (account) name account inside the various incident lists or within the incident form in Service Operations Workspace.
4. In the Account Information page, in the Customer Summary section, review the general customer details for the selected account, such as Active status of the customer, Rank tier, and the number of employees.

   If this account has any escalations, you can view it by clicking View Escalations. In the Overview section, view the insights into account information.

   表 : 1. Account Information page - Account Overview tab

   Field	Description
   Account Team Members	Team members of this customer. Click View all to see the list of all the team members.
   Key Customer Contacts	Important contacts of this customer. Click View all to see the list of all the key customer contacts.
   Single Score Cards	Contracts Entitlements CSAT 注: Results are from the assessments tied to the out-of-the-box Customer Satisfaction Survey provided by the Core CSM plugin. Escalation Cases Sold Products Install Base Assets Configuration Items
   On-going Technical Support Work	Closed Tasks Weekly New Tasks vs Closed Tasks Current Month Task SLA Achievement
   Changes	Change requests raised by your account
   Problems	Problems related to the account
   Incidents	Incidents related to the account
   Incidents SLA	Incident SLAs related to the account
   Outages	Outages related to the account
   Requests	Requests related to the account
   Cases	Cases related to the account
   Contextual Side-panel	Attachments Templates Account Assist 注: You can also search for Major Incidents, Major Cases, Knowledge, Articles, or Catalog Items.

5. In the Related Records page, the default lists provided are:
   • Users
   • Contacts
   • Account Addresses
   • Product Models
   • Vendor Catalog Items