From Customer Service Management Implementation (participant guide)
Proactive Customer Service Operations
Benefits
• Reduce inbound calls: Proactively monitor issues and orchestrate case workflows.
• Reduce MTTR: Enable operations engineers to identify customers impacted by service disruptions and propose major case.
• Improve customer experience: Empower customer service agents to track service disruptions and notify only affected customer.
AD is Correct.
https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/data-sheet/ds-csm-proactive-customer-service-operations.pdf
Explanation: "You can also associate outage information to a case to keep your customers informed 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."
source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/proactive-service-operations.html
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