Proactive Customer Service - Advanced dashboard

---
title: Proactive Customer Service - Advanced dashboard
description: The Proactive Customer Service - Advanced dashboard helps customer service managers track key performance indicators \(KPIs\) to understand how proactive they were in identifying and communicating issues that impact customers. The dashboard also enables customer service managers to assess the business impact of outages over time. Install the Proactive Customer Service Advanced Dashboard plugin \(com.snc.pa.customer\_service\_advanced\) to view and monitor the advanced dashboards.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/analytics-and-reporting-solutions-for-customer-service/csm-proactive-monit-dashboard.html
release: australia
product: Analytics and Reporting Solutions for Customer Service
classification: analytics-and-reporting-solutions-for-customer-service
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Customer Service Platform Analytics Solutions, Analytics and reporting, Customer Service Management]
---

# Proactive Customer Service - Advanced dashboard

The Proactive Customer Service - Advanced dashboard helps customer service managers track key performance indicators \(KPIs\) to understand how proactive they were in identifying and communicating issues that impact customers. The dashboard also enables customer service managers to assess the business impact of outages over time. Install the Proactive Customer Service Advanced Dashboard plugin \(com.snc.pa.customer\_service\_advanced\) to view and monitor the advanced dashboards.

**Important:** Starting with the Xanadu release, the Proactive Customer Service- Advanced dashboard has a new, modernized look and feel.

To access the new Proactive Customer Service- Advanced dashboard, navigate to **All** > **Platform Analytics** > **Library** > **-Dashboard**, and select the Proactive Customer Service-Advanced dashboard. Upgrade customers can view the Proactive Customer Service Operations dashboard but should use the new Proactive Customer Service - Advanced dashboard.New customers on the Orlando and later releases can only view the Proactive Customer Service - Advanced dashboard.

\[Omitted image "proactive-dashboard-overview-tab.png"\] Alt text: Tab displaying different proactive case records and graph of affected customers per month from the Proactive Customer Service - Advanced dashboard.

\[Omitted image "proactive-dashboard-event-management.png"\] Alt text: Tab displaying percentage of acknowledged alerts from the Proactive Operations - Event Management.

**Note:** The Proactive Operations - Event Management tab is only visible if the Proactive Customer Service Operations plugin \(com.snc.proactive\_cs\_itom\) is activated.

\[Omitted image "proactive-dashboard-outages-tab.png"\] Alt text: Tab displaying graphs and trends based on case outages and top impacted customers from the Proactive Customer Service - Advanced dashboard.

## End user and roles

|End user|Required role|Benefits|
|--------|-------------|--------|
|Customer Service Manager|sn\_customerservice\_manager|Can view the dashboard.|
|Content administrator|pa\_admin|Can edit the dashboard and manage users, groups, and roles for the dashboard.|
|Content creator|pa\_viewer|Can view the dashboard.|

## Indicators

The Proactive Service - Advanced dashboard provides the following key performance indicators:

-   **Proactive Cases**

    Number of active cases with critical and acknowledged alerts.

-   **Proactive Cases Promoted to a Major Case**

    Percentage of proactive cases promoted to a major case.

-   **Affected Customers and Install Base Items**

    Number of customers affected per month.

-   **Alerts that led to Proactive Case**

    Percentage of critical or acknowledge alerts that triggered case creation.

-   **Active Case Outages**

    Number of active case outages per day.

-   **Average Outage Duration**

    Average outage duration per day.

-   **Outages and Affected Customers**

    Number of outages and affected customers per month.

-   **Outages Types**

    Number of outages for each outage type per month.

-   **Top Impacted Customers**

    Customers most impacted by outages.


## Breakdowns

The following breakdowns apply to the indicators on the dashboard:

-   \# of Affected Customers
-   \# of Affected Install Base Items
-   \# of Outages
-   Planned Outages
-   Unplanned Outages
-   Degradations