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Manually create a proactive case from an alert

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Manually create a proactive case from an alert

Create a case for customer install base affected by an alert to anticipate customer issues and address them proactively.

Before you begin

Ensure that the Proactive Customer Service Operations plugin (com.snc.proactive_cs_ops) is installed.
Note: Proactive Customer Service Operations is only available for customers who are licensed for the Customer Service Management application and the Event Management application.

Role required: evt_mgmt_admin, evt_mgmt_operator

About this task

Conventionally, when customers have issues they contact customer service and the issues are taken care of. By creating proactive cases from alerts, you can identify and resolve customer issues before the customer has to take action.

A proactive case is a case created on behalf of customers whose install base is directly affected by an alert. You can open a proactive case manually or through automation. Cases are then worked on by customer service agents. From the Alert form, you can also track the install base items affected by the alert.

If the Create Proactive Case rule is enabled, a case is automatically created when an incident is created from an alert and the system has determined that there are external customer install base items affected. For more information, see Activate an alert rule to automatically create a proactive case from an alert.

Note: You can also manually create a case from an alert using the Event Management application in the Now Platform interface.

Procedure

  1. Navigate to Agent Workspace > Agent Workspace Home > Lists > All Alerts.
  2. Click an alert that you want to create a case for.
  3. Click Refresh Install Base Items to trace the install base items affected by the alert.
    These items are listed in the Affected Install Base Items related list on the Alert form. The Affected Install Base Items list is not updated automatically, so refresh the install base items each time you open an alert.
  4. Click Create Case.
    Note: If you don't see the Create Case option, click ....
  5. Fill out the Work Notes and other fields, as required.
  6. Click Submit.
    A proactive case is created and the case number is added to the Case field on the Alert form.
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