Configure proactive case flows

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 All > Customer Service > Administration > Proactive 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.
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.