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.

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 active cases with critical and acknowledged alerts.
Alerts that led to Proactive Case: Percentage of critical or acknowledge alerts that triggered case creation.
Affected Customers and Install Base Items: Number of customers 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
Account
Configuration items
Product model

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Proactive Customer Service Operations dashboard

Proactive Customer Service Operations dashboard

End user and roles

Indicators

Breakdowns

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Proactive Customer Service Operations dashboard

Proactive Customer Service Operations dashboard

End user and roles

Indicators

Breakdowns

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