---
sourceDocument: Australia Proactive Service Experience Workflows
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/proactive-service-exp-workflows

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Proactive Service Experience Workflows

ft:clusterId :

    - psew

bundleId :

    - psew

workflow :

    - Customer and Industry


---

# Affected customers list columns

# Affected customers list columns {#ariaid-title1}

Release version: Australia  
Updated March 30, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Column details for the Affected customer section in a Customer tab.
{#affected-customer-list-columns__table_nv1_zmq_t3c__entry__2}

| Column name | Description |
|-|-|
| Account | Name of the impacted customer account. |
| Contract value | Total contract value of the account. |
| Account escalated | Indicates whether the account has any proactive cases. |
| Reactive cases | Number of reactive cases associated with the impacted account. |
| Proactive record | Proactive case record that is associated with the account. |
| Communication sent | Indicates whether communication was sent to the customer regarding their issue. |
| Critical affected services | Number of affected services. |
| Major record | Major case record that is associated with the account. |
[Table 1. Accounts tab]

{#affected-customer-list-columns__table_nv1_zmq_t3c} {#affected-customer-list-columns__table_r54_jnq_t3c__entry__2}

| Column name | Description |
|-|-|
| Consumer | Name of the impacted consumer account. |
| Communication sent | Indicates whether communication was sent to the consumer regarding their issue. |
| Reactive cases | Number of reactive cases associated with the impacted consumer account. |
| Proactive case | Proactive case record that is associated with the consumer account. |
| Contract value | Total contract value of the consumer account. |
[Table 2. Consumers tab]

{#affected-customer-list-columns__table_r54_jnq_t3c}