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25.2.2
Brazil, Australia, Zurich, Yokohama
Standalone Application
The csm_evt_mgmt_stakeholder role has been restructured to support both fresh install (zBoot) and upgrade scenarios:
- Fresh installs (zBoot): The role is shipped with evt_mgmt_operator as a contained sub-role, enabling full Event Management integration out of the box.
- Upgrades: The role is present but the evt_mgmt_operator sub-role reference is intentionally removed (empty contains), ensuring compatibility on instances where the
Event Management plugin may not be installed.
Proactive Customer Service Operations allow your customers to:
- Trigger case workflows and notify customers of any issues for faster resolution and lower inbound call volumes.
- Track the digital services sold and used by your customers. This is referred to as the install base.
- Create a case if you identify service disruptions to a customer's install base. These cases are resolved and closed in the same way as customer-reported cases. You can use the major issue management process when multiple customers are affected.
- Add outage information to a case to inform your customers 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.
- View the proactive cases you opened on their behalf, any outages associated with their install base, and interact with you using the proactive case.
- New
- Added support for proactive major case creation, child case routing, and recipient list management for Business Organizations, extending the existing account-based proactive customer service capabilities to the Business Organization persona.
- Changed
- The internal implementation has been updated. There is no functional or behavioral impact, and no customer action is needed.
- Fixed
- None
- Removed
- None
Not applicable for this application version.
- Required plugins
- Major Issue Management
- Customer Install Base Management
- Customer Service with Service Management
- Customer Service Case Action Status
- Task-Outage Relationship