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Configure Proactive Customer Service › Extend capabilities › Configure › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configure form views for Proactive Customer Service Operations

Configure the form layout and related lists for the different views of the Case, Install Base Item, and Account forms to display the fields you require.

Before you begin

Role required: admin

Certain fields on the forms can only be added if you have activated the Proactive Customer Service Operations with Event Management plugin. This is noted in the following table.

Procedure

  1. Navigate to Customer Service.

  2. Add the following fields to forms and related lists, as required.

FormProcedure
Case
  1. Click Cases > Proactive.
  2. Add the Proactive field to the Proactive Case and Workspace view, and other views as required:
  3. Proactive
  4. Alert

Note: The Alert field is only available if you have activated the Proactive Customer Service Operations with Event Management plugin.

  1. Note: This only applies if you have activated the Proactive Customer Service Operations with Event Management plugin.

Add the following fields to the Affected Install Base Items related list, Proactive Case and Workspace view, and other views as required.

  • Health Status
  • Health Status Last Updated
Account

Note: This only applies if you have activated the Proactive Customer Service Operations with Event Management plugin.

  1. Click Customer > Accounts.
  2. Add the following fields to the Install Base Itemsrelated list for the Case and Workspace views, and other views as required.
  3. Health Status
  4. Health Last Updated
Install Base Item

Note: This only applies if you have activated the Proactive Customer Service Operations with Event Management plugin.

  1. Click Products > Install Base Items.
  2. Add the Service Context field to the Default and Workspace views.