0
25.1.0
Australia, Zurich, Yokohama, Xanadu
Standalone Application
Enables customers to trigger case workflows proactively and notify impacted customers.
Proactive Customer Service Operations allow your customers to:
- Trigger case workflows and notify customers of any issues for faster resolution and lower inbound call volumes.
- Track the digital services sold and used by your customers. This is referred to as the install base.
- Create a case if you identify service disruptions to a customer's install base. These cases are resolved and closed in the same way as customer-reported cases. You can use the major issue management process when multiple customers are affected.
- Add outage information to a case to inform your customers about the impact of the outage and the status of the resolution. It also gives customers visibility into planned service disruptions, enhancing transparency and reducing the number of customer-reported cases.
- View the proactive cases you opened on their behalf, any outages associated with their install base, and interact with you using the proactive case.
- New:
- None
- Changed
- Event Management operators now use a dedicated CSM role for access control (new installations only)
- On new installations, access to Customer Service Management data for Event Management operators is granted through the scoped role sn_pro_cs_ops.csm_evt_mgmt_stakeholder instead of the platform-level evt_mgmt_operator role.
- Assign sn_pro_cs_ops.csm_evt_mgmt_stakeholder to any Event Management operator who needs visibility into CSM data. The role internally includes evt_mgmt_operator, so no additional role assignments are needed. This role grants access to:
- Customer service cases — read and add work notes
- Install base items — read (filtered to the operator's account and contacts)
- Customer contacts and account names — read
- Existing installations/Upgrades: No action required. Current role assignments and ACL records are unchanged.
- Fixed
- None
- Removed
- None
- Required plugins
- Major Issue Management
- Customer Service Install Base Management
- Customer Service with Service Management
- Customer Service Case Action Status
- Task-Outage Relationship