---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure proactive case flows for business organizations

# Configure proactive case flows for business organizations {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Automate workflows for proactive case creation to improve your operational efficiency and respond to business organizations issues faster.

## Before you begin

Note:  
To use Proactive Customer Service Operations for business organizations, the Business Location (com.snc.business_location) and Proactive Customer Service Operations with Event Management (sn_pro_cs_itom) plugins are required.

Role required: admin

## About this task

Digital services used by businesses organizations, referred as Install Base Items, are supported as affected install base items in the proactive and major cases.

Modify the default configuration of processing a proactive case according to your business requirement. You can automate that a proactive case is proposed to a major case or is directly promoted to a major case. If promoted
directly to a major case, child cases are automatically created when multiple customers are impacted. For more information on the major issue management, see [Major issue management overview](https://www.servicenow.com/docs/PxTsutJD7EWczgsyCRqm3w "Major issue management enables customer communication for issues that impact a wider audience. Use this application to proactively identify impacted customers, provide information to these customers, and manage the resolution process.").  
Note:  
When using proactive customer service with business organizations, keep the install base items for business organizations separate from the install base items for accounts. In other words, don't use a single configuration item for both accounts and business organizations.

## Procedure

1. Navigate to AllCustomer ServiceAdministrationProactive Case Flows.
2. Select the Process Proactive Cases Created from Alerts flow.
3. Select the Process Proactive Cases for Single and Multiple Business Organizations subflow.
4. In the Major Case Status field, set the initial status of the major case for multiple business organizations.  
   By default, this field is set to Proposed. Based on your selection, the proactive case is either Proposed, Accepted, or None. If you set the status to Accepted, child cases are created automatically.

   For more information on the major issue management, see [Major issue management overview](https://www.servicenow.com/docs/PxTsutJD7EWczgsyCRqm3w "Major issue management enables customer communication for issues that impact a wider audience. Use this application to proactively identify impacted customers, provide information to these customers, and manage the resolution process.").
5. In the Affected Business Organization Threshold field field, enter the number of affected business organizations required for a proactive case to be eligible for major case processing.  
   The default is two. If the count of Business Organizations is greater than or equal to the affected business organization threshold, and major case status is set to proposed, then the case is proposed as a major case and a work note is added about the same in the case.
6. Select the Process Case for Single Business Organization check box to update impacted business organization in the Requestor Organization field on the proactive case.  
   This also applies if multiple install base items from the same Business Organization are affected.
7. Select Done.
**Related concepts**   

* [Proactive Customer Service Operations](https://www.servicenow.com/docs/qYIPxt~kofmSxB17__8J5w "Proactively trigger case workflows and notify customers of any issues to resolve issues faster and lower inbound call volume.")
* [Major issue management overview](https://www.servicenow.com/docs/PxTsutJD7EWczgsyCRqm3w "Major issue management enables customer communication for issues that impact a wider audience. Use this application to proactively identify impacted customers, provide information to these customers, and manage the resolution process.")

*[\>]: and then