Enhancing customer impact visibility for PSEW processes

Use the customer impact tab to reduce navigation time, and enhance tracking and management of PSEW processes. This visibility enables you to quickly assess business impact and take informed actions.

The customer impact tab is available in incident, change, and problem case records and is aligned with the diagnostic framework. This tab displays key metrics and insights across customer accounts, reactive cases, and install base items. It improves visibility and streamlines decision-making during PSEW processes.

You can create proactive cases after analyzing the impact and communicate with the customers or consumers.

Figure 1. Example of customer impact tab

Access

You can access the customer impact tab as follows:

1. Navigate to Workspaces > Service Operations Workspace.
2. Open the incident, problem, or change record.
3. Select the Customer impact tab.

Indicators

The Customer impact tab provides the following indicators. Select the indicator to view the details.

Table 1. Overview indicators

Indicator	Description
Affected total contract value	Combined contract value of both impacted accounts and consumers, helping quantify the overall business impact.
Affected products	Number of products purchased by impacted customers. For example, multiple ServiceNow instances purchased by a single customer.
Affected install base	Total number of impacted install base within the customer environment.
Total reactive cases	Total number of reactive cases.

Affected customers

The Affected customers section provides a detailed view of impacted customer and consumer accounts. This section enables you to assess service impact, track engagement, and take proactive actions.

The Affected customers section contains the following tabs.

Accounts tab

List of impacted customer accounts and their details.

Consumers tab

List of impacted consumers and their details.

To learn more about the columns in each tab, see Affected customers list columns.

The Affected customers section uses interactive pills to quickly filter and view customer and consumer-level impact:

Table 2. Interactive pills

Pill	Description
All	Lists the complete list of accounts.
Critical service impact	Lists accounts experiencing significant service disruption.
No proactive records	Lists accounts without any proactive case created.
No customer communication	Lists accounts that have not yet received any communication.

To learn more about how to create proactive cases and resolve incidents, see About identifying affected accounts with Proactive Service Experience Workflows in Incident Management.