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Proactive Customer Service Operations

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Proactive Customer Service Operations

You can proactively trigger case workflows and notify affected customers to improve customer experience, solve issues faster, and lower inbound call volume.

Proactive Customer Service Operations enables you to improve the customer experience by breaking down the silos that exist between the processes and systems used by front line customer service and back-office operations teams.

Use Proactive Customer Service Operations to track digital services sold to and in use by customers. When Network Operations Center engineers are alerted to a service disruption, they can identify customers affected and propose a case to customer service. Customer service agents can view customers affected and notify them.

Activate the Proactive Customer Service Operations plugin (com.snc.proactive_cs_ops) to enable this feature.

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