---
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


---

# Proactive Customer Service Operations

# 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) 1 min. de leitura

Proactively trigger case workflows and notify customers of any issues to resolve issues
faster and lower inbound call volume.

Proactive Customer Service Operations enables you to track the digital services sold to and in
use by your customers. This is referred to as install base.

If you identify any service disruptions to a customer's install base, you can proactively
create a case to notify them.

These cases are resolved and closed in the same way as customer-reported cases. When multiple
customers are affected, you can use the major issue management process.

You can also associate outage information to a case to keep your customers informed 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.

Your customers can use the Customer Service Portal to view proactive cases that you opened on
their behalf, any outages associated with their install base, and interact with you using the
proactive case.

The Proactive Customer Service Operations plugin (com.snc.proactive_cs_itom) provides an
integration between Customer Service Management and the Event Management console in IT Operations
Management. For more information, see [Integration with Event Management](https://servicenow-prod.fluidtopics.net/EEB_bF4Jw_DGjO_tek1i_w "Create cases proactively from alerts either manually or through automation. Track the accounts and health status of the corresponding install base items affected by the alert to better correlate customer issues and provide faster responses.").

## Before you begin {#proactive-service-operations__section_vhp_4vd_wjb}

Meet with your stakeholders to define your requirements. Depending on your requirements, you can activate either the Proactive Customer Service Operations plugin or the Proactive Customer Services with Event Management plugin.  
Nota:  
The Proactive Customer Service Operations with Event Management plugin provides all the features included in the Proactive Customer Service Operations plugin as well as additional features from the Event Management console in IT Operations Management.

## Activation information {#proactive-service-operations__section_bmp_z3g_gjb}

To enable Proactive Customer Service Operations, activate the Proactive Customer Service
Operations plugin (com.snc.proactive_cs_ops).

To enable Proactive Customer Service Operations with Event Management, activate the Proactive
Customer Services with Event Management plugin (com.snc.proactive_cs_itom)

For detailed steps on getting started with Proactive Customer Service Operations, see [Configure Proactive Customer Service Operations](https://servicenow-prod.fluidtopics.net/vPg__5opUEzVMULP8pQeBg "Configure various aspects of Proactive Customer Service Operations based on the specific requirements of your organization.").
**Conceitos relacionados**   

* [Major issue management overview](https://servicenow-prod.fluidtopics.net/KLpojVABoiSOpHJYxGTYdg "Major issue management enables customer communication for issues that impact a wider audience. Use this application to proactively identify impacted customers, provide information to these customers, and manage the resolution process.")  
**Tarefas relacionadas**   

* [Configure install base](https://servicenow-prod.fluidtopics.net/wwMuTkJm7BS8RH6fr1Oeig "Track which products and services have been purchased by a customer, how they've been installed or provisioned, along with the detailed configuration for each installed item.")