Product documentation Docs
    • English
    • Deutsch
    • 日本語
    • 한국어
    • Français
  • More Sites
    • Now Community
    • Developer Site
    • Knowledge Base
    • Product Information
    • ServiceNow.com
    • Training
    • Customer Success Center
    • ServiceNow Support Videos
  • Log in

Product documentation

  • Home
How search works:
  • Punctuation and capital letters are ignored
  • Special characters like underscores (_) are removed
  • Known synonyms are applied
  • The most relevant topics (based on weighting and matching to search terms) are listed first in search results
Topics are ranked in search results by how closely they match your search terms
  • A match on the entire phrase you typed
  • A match on part of the phrase you typed
  • A match on ALL of the terms in the phrase you typed
  • A match on ANY of the terms in the phrase you typed

Note: Matches in titles are always highly ranked.

  • Release version
    Table of Contents
    • Customer Service Management
Table of Contents
Choose your release version
    Home Orlando Customer Service Management Customer Service Management Customer Service Management Customer Service Analytics and Reporting Solutions Proactive Customer Service - Advanced dashboard

    Proactive Customer Service - Advanced dashboard

    • Save as PDF Selected topic Topic & subtopics All topics in contents
    • Unsubscribe Log in to subscribe to topics and get notified when content changes.
    • Share this page

    Proactive Customer Service - Advanced dashboard

    The Proactive Customer Service - Advanced dashboard helps customer service managers track key performance indicators (KPIs) to understand how proactive they were in identifying and communicating issues that impact customers. The dashboard also enables customer service managers to assess the business impact of outages over time.

    Note:
    • Upgrade customers can view the Proactive Customer Service Operations dashboard but should use the new Proactive Customer Service - Advanced dashboard.
    • New customers on the Orlando and later releases can only view the Proactive Customer Service - Advanced dashboard.
    Figure 1. Overview tab

    Overview tab

    Figure 2. Proactive Operations - Event Management tab

    Event Management tab

    Note: The Proactive Operations - Event Management tab is only visible if the Proactive Customer Service Operations plugin (com.snc.proactive_cs_itom) is activated.
    Figure 3. Outages tab

    Outages tab

    End user and roles

    End user 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 Service - Advanced dashboard provides the following key performance indicators:
    Proactive Cases
    Number of active cases with critical and acknowledged alerts.
    Proactive Cases Promoted to a Major Case
    Percentage of proactive cases promoted to a major case.
    Affected Customers and Install Base Items
    Number of customers affected per month.
    Alerts that led to Proactive Case
    Percentage of critical or acknowledge alerts that triggered case creation.
    Active Case Outages
    Number of active case outages per day.
    Average Outage Duration
    Average outage duration per day.
    Outages and Affected Customers
    Number of outages and affected customers per month.
    Outages Types
    Number of outages for each outage type per month.
    Top Impacted Customers
    Customers most impacted by outages.

    Breakdowns

    The following breakdowns apply to the indicators on the dashboard:
    • # of Affected Customers
    • # of Affected Install Base Items
    • # of Outages
    • Planned Outages
    • Unplanned Outages
    • Degradations

    Tags:

    Feedback
    On this page

    Previous topic

    Next topic

    • Contact Us
    • Careers
    • Terms of Use
    • Privacy Statement
    • Sitemap
    • © ServiceNow. All rights reserved.

    Release version
    Choose your release version

      Proactive Customer Service - Advanced dashboard

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Proactive Customer Service - Advanced dashboard

      The Proactive Customer Service - Advanced dashboard helps customer service managers track key performance indicators (KPIs) to understand how proactive they were in identifying and communicating issues that impact customers. The dashboard also enables customer service managers to assess the business impact of outages over time.

      Note:
      • Upgrade customers can view the Proactive Customer Service Operations dashboard but should use the new Proactive Customer Service - Advanced dashboard.
      • New customers on the Orlando and later releases can only view the Proactive Customer Service - Advanced dashboard.
      Figure 1. Overview tab

      Overview tab

      Figure 2. Proactive Operations - Event Management tab

      Event Management tab

      Note: The Proactive Operations - Event Management tab is only visible if the Proactive Customer Service Operations plugin (com.snc.proactive_cs_itom) is activated.
      Figure 3. Outages tab

      Outages tab

      End user and roles

      End user 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 Service - Advanced dashboard provides the following key performance indicators:
      Proactive Cases
      Number of active cases with critical and acknowledged alerts.
      Proactive Cases Promoted to a Major Case
      Percentage of proactive cases promoted to a major case.
      Affected Customers and Install Base Items
      Number of customers affected per month.
      Alerts that led to Proactive Case
      Percentage of critical or acknowledge alerts that triggered case creation.
      Active Case Outages
      Number of active case outages per day.
      Average Outage Duration
      Average outage duration per day.
      Outages and Affected Customers
      Number of outages and affected customers per month.
      Outages Types
      Number of outages for each outage type per month.
      Top Impacted Customers
      Customers most impacted by outages.

      Breakdowns

      The following breakdowns apply to the indicators on the dashboard:
      • # of Affected Customers
      • # of Affected Install Base Items
      • # of Outages
      • Planned Outages
      • Unplanned Outages
      • Degradations

      Tags:

      Feedback

          Share this page

          Got it! Feel free to add a comment
          To share your product suggestions, visit the Idea Portal.
          Please let us know how to improve this content

          Check any that apply

          To share your product suggestions, visit the Idea Portal.
          Confirm

          We were unable to find "Coaching" in Jakarta. Would you like to search instead?

          No Yes
          • Contact Us
          • Careers
          • Terms of Use
          • Privacy Statement
          • Sitemap
          • © ServiceNow. All rights reserved.

          Subscribe Subscribed Unsubscribe Last updated: Tags: January February March April May June July August September October November December No Results Found Versions Search preferences successfully updated My release version successfully updated My release version successfully deleted An error has occurred. Please try again later. You have been unsubscribed from all topics. You are now subscribed to and will receive notifications if any changes are made to this page. You have been unsubscribed from this content Thank you for your feedback. Form temporarily unavailable. Please try again or contact  docfeedback@servicenow.com  to submit your comments. The topic you requested does not exist in the release. You were redirected to a related topic instead. The available release versions for this topic are listed There is no specific version for this documentation. Explore products Click to go to the page. Release notes and upgrades Click to open the dropdown menu. Delete Remove No selected version Reset This field is required You are already subscribed to this topic Attach screenshot The file you uploaded exceeds the allowed file size of 20MB. Please try again with a smaller file. Please complete the reCAPTCHA step to attach a screenshot
          Log in to personalize your search results and subscribe to topics
          No, thanks Login