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Proactive Customer Service Operations dashboard

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Proactive Customer Service Operations dashboard

The Proactive Customer Service Operations dashboard helps managers track key performance indicators (KPIs) to understand how proactive they were in identifying and communicating issues that impact customers.

Figure 1. CSM Proactive Customer Service Operations Dashboard
CSM Proactive Customer Service Operations Dashboard

End user and roles

End user and goal Required role Benefits
Customer Service Manager sn_customerservice_manager Can view the dashboard.
Content administrator pa_admin Can edit the dashboard and manage users, groups, and roles for the dashboard.
Content creator pa_viewer Can view the dashboard.

Indicators

The Proactive customer monitoring dashboard provides the following key performance indicators:
Proactive Cases
Number of proactive cases that have critical and acknowledged alerts.
Critical/Acknowledged Alerts that Spawned a Case
Percentage of critical or acknowledge alerts that triggered case creation.
Affected Customers
Number of customers affected per month.
Affected Deployments
Number of deployments affected per month.
Proactive Cases Promoted to a Major Case
Percentage of proactive cases promoted to a major case.

Breakdowns

The following breakdowns apply to the indicators on the dashboard:
  • Proactive
  • Affected deployments based on account
  • Affected deployments based on configuration items
  • Sold items deployed based on product model
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