Reviewing customer or partner accounts in Proactive Service Experience Workflows

  • リリースバージョン: Australia
  • 更新日 2026年03月12日
  • 所要時間：3分

    • Learn how your Technical Support teams (e,g. Cloud Ops, Server, or Network operations teams) can use the Operations Account 360 view in the Proactive Service Experience Workflows application to get insight about your customer's or partner's accounts.

    As a technical support agent, you can collect information related to tasks, escalations, key customer data, and metrics associated with your customer's or partner's accounts in the Service Operations Workspace. With this data, you can track the following types of information:
    • Who the customer or partner is and what products, services, assets, and configuration items have been sold to them.
    • Who the key contacts are for both for the technology provider and customer or partner.
    • What CSAT score is for the technology provider and customer or partner.
    • How the technology provider and customer or partner are tracking from an SLA perspective for the month.
    • What major incidents, cases, and escalations are affecting the accounts.
    • How many tasks are being closed, by type, and how many are being opened on a rolling 12-week basis.
    • Specific knowledge articles and catalog items developed for the account. With this information, your agents can gain the insights into what the customer or partner wants and what actions need to be taken.

    The data visualized inside of Operations Account 360 view inside of Service Operations Workspace is derived from task records where the company value equals to the account selected when this view is launched. Knowledge Articles and Catalog Items are exception to this as.

    Additionally, the Operations Account 360 View only works for company records with the class value equals to account. Company records with the class value of company shows the traditional default workspace view of Service Operations Workspace.

    To learn more about getting the account insights, see Review an account by using the 360 View in Proactive Service Experience Workflows.

    To learn more about Analytics dashboards, see Service delivery overview.