Proactive Customer Service Operations

  • 릴리스 버전: Australia
  • 업데이트 날짜 2026년 03월 12일
  • 소요 시간: 3분

    • 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.

    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.

    Before you begin

    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.
    주:
    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

    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)

    For detailed steps on getting started with Proactive Customer Service Operations, see Configure Proactive Customer Service Operations.