---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure Proactive Customer Service

# Configure Proactive Customer Service Operations {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

Configure various aspects of Proactive Customer Service Operations based on the
specific requirements of your organization.

## Antes de Iniciar

Role required: admin

## Por Que e Quando Desempenhar Esta Tarefa

There are a sequence of tasks that enable you to configure Proactive Customer Service Operations. You can perform these tasks based on which plugin or application you have installed. This is noted at the top of each task.  
Nota:  
To use integration with Event Management, install the Proactive Customer Service Operations with Event Management plugin and the Event Management application from the ServiceNow store.

Event Management integration is only available if you are using the CSM
Agent Workspace or the ServiceNow AI Platform interface.

To configure
Proactive Customer Service Operations, use the Customer Service guided setup. The
guided setup takes you through the entire setup and configuration
process.

## Procedimento

1. Navigate to AllCustomer ServiceAdministrationGuided Setup.
2. On the Getting Started page of the guided setup, click Get Started
3. In the Proactive Customer Service Operations category, view the list of tasks to configure the feature.  
   {#configure-pcso__table_pz1_qqv_llb__entry__2}

   | Task | Description |
   |-|-|
   | Activate Proactive Customer Service Operations plugin (com.snc.proactive_cs_ops). Nota: This is a ServiceNow Store plugin. You must install this plugin separately from the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home). | Activate the Proactive Customer Service plugin to use Proactive Customer Service Operations. |
   | Activate Proactive Customer Service Operations with Event Management plugin (com.snc.proactive_cs_itom). Nota: This is a ServiceNow Store plugin. You must install this plugin separately from the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home). | Activate the Proactive Customer Service Operations with Event Management plugin to enable integration with Event Management. This plugin automatically installs the Proactive Customer Service Operations plugin. |
   | Install the Event Management application. | Install the Event Management application from the ServiceNow store. |
   | Configure form views | Configure the form layout and related lists for the different views of the Case, Install Base Item, and Account forms to display the fields you require. |
   | Activate an alert rule to automatically create a proactive case from an alert | Configure an alert rule to automatically create a proactive case when an incident is created from an alert that has one or more affected install base items. Nota: This task is only applicable if you are using the integration with Event Management. |
   | Configure proactive case flows | Automate workflows for proactive case creation to improve your operational efficiency and respond to customer issues faster. Nota: This task is only applicable if you are using the integration with Event Management. |
   [Tabela 1. Proactive Customer Service Operations configuration tasks]

   {#configure-pcso__table_pz1_qqv_llb}
4. To perform a task, click Configure.  
   This button opens the page in your instance where the configuration is
   completed.
{#configure-pcso__steps_oz1_qqv_llb}
**Conceitos relacionados**   

* [Using Proactive Customer Service Operations](https://servicenow-prod.fluidtopics.net/Q8HyTyy5mQjtVU7Vca6mQg "Monitor your customers' products and services to identify issues proactively, inform the affected customers, and fix issues quickly.")  
**Tarefas relacionadas**   

* [View install base information from the Customer Service Portal](https://servicenow-prod.fluidtopics.net/Y_B6XwfJefPG0vq1llhhLQ "View a list of install base to track the instances provisioned for your account and which products or services run on them.")
* [Create a case for install base from the Customer Service homepage](https://servicenow-prod.fluidtopics.net/W1cJYNBRpeqN0vBpGAbNBA "Create a case about a question or issue on your install base from the Customer Service homepage.")
* [View the install base in CSM Configurable Workspace](https://servicenow-prod.fluidtopics.net/i0lDUqyAe_IoBNblAk1j7Q "View a customer’s install base in CSM Configurable Workspace to quickly identify the support they require as well as the opportunities for adoption and upsell.")
* [View sold product information in CSM Configurable Workspace](https://servicenow-prod.fluidtopics.net/UKtvoSxVINBBwtq4__JjIQ "Enable customer service agents or managers to view the sold products and the service offerings associated to the sold product for an account or consumer.")