---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Track the service health of install base items in Agent Workspace

# Track the service health of install base items in Agent Workspace {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Track the operational status of install base items belonging to an account, to better
correlate customer issues and provide faster responses.

## Before you begin

Role required: sn_customerservice_agent or sn_customerservice_manager

## About this task

The service health status provides you with visibility into the service health of a customer's install base items. The service health status is based on the severity of the impacted services being monitored at the Network Operations Center. Refresh the service health status on the Account and Case forms to access the real-time health status of install base items.

As a customer service agent, you can
view the service health status of install base items in a case or a customer
account.

## Procedure

1. Open your workspace.
2. Navigate to Lists.
3. Click an account or a case.
4. To refresh the health status of install base items on both the Account and Case form, click Refresh Install Base Health.
5. To view the health status of an install base item on the Account form, click the Install Base Items related list.
6. To view the health status of an affected install base item on the Case form, click the Affected Install Base Items related list.
**Related concepts**   

* [Service health status for install base](https://servicenow-prod.fluidtopics.net/8XvdL28SJNS4eAiQ6r5i~Q "View the real-time health status of a customer's install base. Correlate customer issues with the operational health of their install base to provide more informed responses to your customers.")