---
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 accounts

# Configure proactive case flows for accounts {#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 customer issues faster.

## Before you begin

Role required: admin

## About this task

Note:  
This task is only applicable if you are using the integration with Event Management.

Configure the flow designer to automate the next steps in processing a proactive
case. 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.

If a single account is affected, you can also automate that an account and primary
contact are associated to a case.

## Procedure

1. Navigate to AllCustomer ServiceAdministrationProactive Case Flows.
2. Click the Process Proactive Cases Created from Alerts flow.
3. Click the Process Proactive Cases for Single and Multiple Accounts subflow.
4. In the Major Case Status field, set the initial status of the major case for multiple accounts.  
   By default, this field is set to None. 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 Account Threshold field, enter the number of affected accounts required for a proactive case to be eligible for major case processing.  
   The default is two.
6. Select the Process Case for Single Account check box to associate an account and primary contact to the case if a single account is affected.  
   This also applies if multiple install base items from the same account are affected.
7. Click Done.

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