Contents Customer Service Management Previous Topic Next Topic Proactive Customer Service Operations dashboard Subscribe Log in to subscribe to topics and get notified when content changes. ... SAVE AS PDF Selected Topic Topic & Subtopics All Topics in Contents Share 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 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 On this page Send Feedback Previous Topic Next Topic
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 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
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 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
