---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure form views for Proactive Customer Service Operations

# Configure form views for Proactive Customer Service Operations {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure the form layout and related lists for the different views of the Case,
Install Base Item, and Account forms to display the fields you require.

## Before you begin

Role required: admin

Certain fields on the forms can only be added if you have activated the Proactive
Customer Service Operations with Event Management plugin. This is noted in the
following table.

## Procedure

1. Navigate to Customer Service.
2. Add the following fields to forms and related lists, as required.  
   {#configure-form-views__table_cyv_jyc_kjb__entry__2}

   | Form | Procedure |
   |-|-|
   | Case | 1. Click CasesProactive. 2. Add the Proactive field to the Proactive Case and Workspace view, and other views as required: * Proactive * Alert Note: The Alert field is only available if you have activated the Proactive Customer Service Operations with Event Management plugin. {#configure-form-views__ul_awx_ryc_kjb} 3. Note: This only applies if you have activated the Proactive Customer Service Operations with Event Management plugin. Add the following fields to the Affected Install Base Items related list, Proactive Case and Workspace view, and other views as required. * Health Status * Health Status Last Updated {#configure-form-views__ul_bwx_ryc_kjb} {#configure-form-views__ol_m1h_wzc_kjb} |
   | Account | Note: This only applies if you have activated the Proactive Customer Service Operations with Event Management plugin. 1. Click CustomerAccounts. 2. Add the following fields to the Install Base Itemsrelated list for the Case and Workspace views, and other views as required. {#configure-form-views__ol_n43_h1d_kjb} * Health Status * Health Last Updated {#configure-form-views__ul_k5h_zyc_kjb} |
   | Install Base Item | Note: This only applies if you have activated the Proactive Customer Service Operations with Event Management plugin. 1. Click ProductsInstall Base Items. 2. Add the Service Context field to the Default and Workspace views. {#configure-form-views__ol_y5h_l1d_kjb} |
   [Table 1. Configure form views]

   {#configure-form-views__table_cyv_jyc_kjb}
{#configure-form-views__steps_ckx_sxc_kjb}

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