IoT alert measures and service history
Important
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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Feb 1, 2020 |
- |
Oct 1, 2020 |
Business value
Real-time alerts based on IoT data help agents monitor and fix issues with devices to provide more proactive customer service. Proactive customer service increases customer satisfaction by increasing product performance and reducing reactive customer support inquiries. Richer IoT alerts that include historical device metrics help agents know when to take action to update devices and avoid issues and failures.
Feature details
When IoT signals (alerts) are received, additional information and context is typically required to inform what action should be taken to handle the alert. This feature enhances the Connected Customer Service capability by enabling the agent to view real-time and historical device metrics. For example, showing the temperature and vibration reading history for a piece of equipment with in-context annotation of earlier cases. The historical data informs what outcomes occurred for specific readings in the past such as issues or failures and can be avoided if agents take action to update the devices proactively when alerts are triggered.