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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 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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