Monitor your customers' products and services to identify issues proactively, inform
the affected customers, and fix issues quickly.
Role required: There are various different roles required
for Proactive Customer Service Operations based on the tasks you perform.
Certain
tasks only apply if you have activated the Proactive Customer Service Operations
with Event Management plugin and this is noted at the top of each task.
Table 1. Roles required
| Role |
Tasks |
| evt_mgmt_admin, evt_mgmt_operator Note: These roles only apply if
you have activated the Proactive Customer Services with Event
Management plugin. |
Create alerts and proactive cases from alerts. |
| sn_customerservice_agent |
Propose proactive cases as major case candidates, work on, and
close proactive cases. |
| sn_customerservice_manager |
Review and accept a proactive case as a major case and create
child cases. Associate outages to cases or create an outage for a
case. Track Key Performance Indicators (KPIs) to understand
how proactive the team was in identifying and communicating
issues that impact customers. For more information, see Proactive Customer Service - Advanced dashboard. |
| sn_majorissue_mgt.major_issue_manager |
Create proactive cases. Review and accept proactive cases as
major cases and create child cases. Associate outages to cases or
create an outage for a case. |
