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Proactive Customer Operations

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Proactive Customer Operations

When a service disruption affects customers, one underlying issue can generate many cases, and customer service reps and IT fulfillers work them in separate records. Connect those cases to the incident that's causing them, and give both teams the same view of the disruption and its impact. Teams troubleshoot the root cause once, and one broadcast keeps every affected customer informed about disruptions and planned changes.

Required Editions

Available in: Lightning Experience
Available for an additional cost in: Enterprise, Performance, and Unlimited Editions with Service Cloud and Agentforce IT Service.

With Proactive Customer Operations, customer service and IT teams can handle service disruptions in two ways. A reactive response starts with the customer. Several customers can report the same disruption, and service reps relate each case to the incident that's causing it. A proactive response starts with IT, when the team finds a disruption or plans a change that affects service availability. IT fulfillers review the affected customers and notify them before those customers contact support.

Proactive Customer Operations supports customer service and IT teams in these ways:

  • Coordinated incident response: Relate customer cases to the incident causing a service disruption, either manually or by accepting an AI-based incident recommendation from the Service Assistant. Related cases appear on the incident so IT teams and service reps can work with shared incident and case information.
  • Customer impact visibility: Identify the accounts, contacts, and assets that an incident or planned change request impacts, based on affected configuration items (CIs) and Configuration Management Database (CMDB) relationships, or on the cases related to an incident. Impacted-customer and linked-case counts help teams understand the scope of the disruption and prioritize their response.
  • Proactive customer communication: Send broadcast communications to impacted customers about service disruptions and planned changes. Customers can receive updates without contacting support for information or opening another case.
  • Permission Sets for Proactive Customer Operations
    Assign permission sets based on what each role does. Customer service reps relate cases to incidents, and IT fulfillers review the affected accounts and contacts, update affected configuration items, and notify customers.
  • Prerequisites for Proactive Customer Operations
    Before you turn on Proactive Customer Operations in Salesforce Go, set up Incident Management for IT Services. Set up your Configuration Management Database (CMDB), Data Cloud, Agentforce, and Broadcast Communications only for the capabilities that use them.
  • Set Up Proactive Customer Operations Features
    Set up Proactive Customer Operations so customer service and IT teams can work service disruptions together. Turn on the feature and set up AI-based incident recommendations with the Service Assistant, then add the components that reps and fulfillers use on the case and incident pages.
  • Work with Proactive Customer Operations
    Relate customer cases to the incident that's causing them, review the accounts, contacts, and assets that an incident or planned change affects, and send broadcast communications to keep those customers informed.
 
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