---
sourceDocument: Yokohama Proactive Service Experience Workflows
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/proactive-service-exp-workflows

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Proactive Service Experience Workflows

ft:clusterId :

    - psew

bundleId :

    - psew

workflow :

    - Customer and Industry


---

# Reviewing customer or partner accounts in Proactive Service Experience Workflows

# Reviewing customer or partner accounts in Proactive Service Experience Workflows {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Learn how your Technical Support teams (e,g. Cloud Ops, Server, or Network operations teams) can use the Operations Account 360 view in the Proactive Service Experience Workflows application to get insight about your customer's or partner's accounts.
As a technical support agent, you can collect information related to tasks, escalations, key customer data, and metrics associated with your customer's or partner's accounts in the Service Operations Workspace. With this data, you can track the following types of information:

* Who the customer or partner is and what products, services, assets, and configuration items have been sold to them.
* Who the key contacts are for both for the technology provider and customer or partner.
* What CSAT score is for the technology provider and customer or partner.
* How the technology provider and customer or partner are tracking from an SLA perspective for the month.
* What major incidents, cases, and escalations are affecting the accounts.
* How many tasks are being closed, by type, and how many are being opened on a rolling 12-week basis.
* Specific knowledge articles and catalog items developed for the account. With this information, your agents can gain the insights into what the customer or partner wants and what actions need to be taken.
{#reviewing-customer-accounts-360__ul_n2n_ydx_fwb}

The data visualized inside of Operations Account 360 view inside of the Service Operations Workspace is derived from task records. The company value equals to the account selected when this view is launched. Knowledge Articles and Catalog Items are exception to this as.

Additionally, the Operations Account 360 View only works for company records with the class
value equals to account. Company records with the class value of company shows the traditional
default workspace view of Service Operations Workspace.

To learn more about getting the account insights, see [Review an account by using the 360 View in Proactive Service Experience Workflows](https://servicenow-prod.fluidtopics.net/sR5FYJRpD5TbQqanAds5uA "Review a customer or partner's account by using the Operations Account 360 view provided by the Proactive Service Experience Workflows application inside of Service Operations Workspace. You can track your data and tasks related to a customer's or partner's and then act to improve your delivery of service.").
* **[Review an account by using the 360 View in Proactive Service Experience Workflows](https://servicenow-prod.fluidtopics.net/sR5FYJRpD5TbQqanAds5uA)**   
  Review a customer or partner's account by using the Operations Account 360 view provided by the Proactive Service Experience Workflows application inside of Service Operations Workspace. You can track your data and tasks related to a customer's or partner's and then act to improve your delivery of service.
* **[Account 360 Analytics dashboards](https://servicenow-prod.fluidtopics.net/OBG_RKLhq~4L5ZPUZEJ~FA)**   
  The Analytics dashboards provided by Operations Account 360 view displays charts and summary data on metrics like proactive cases, account escalations, SLAs, channels used, core KPIs, and more.