---
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


---

# Use Proactive Customer Service Operations for Business Organizations

# Using Proactive Customer Service Operations 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  
Track install base service health, track outages, and view outage banners for install base items at a business organization.

The proactive customer service and major case management has been extended to business organizations, alongside the existing support for accounts. Digital services used by businesses organizations, referred as Install Base Items,
are supported as affected install base items.  
The following tasks work the same way for business organizations as they do for accounts:

* [Create a proactive case from an alert](https://www.servicenow.com/docs/OwcNCxL8vkhdgWzGj4lS3Q "Create a case for customer install base affected by an alert to anticipate customer issues and address them proactively.")
* [Manage a proactive case created from an alert](https://www.servicenow.com/docs/NKLF131jVyn6YxaniiROJQ "Work on a proactive case and resolve the proactive case as you would other customer service cases.")
* [Review and accept a proactive case as a major case](https://www.servicenow.com/docs/7n~ygLBAlS8qeblKT1km6Q "Review and accept proactive cases as major cases using the major issue management process.")
* [Create an outage from a major case](https://www.servicenow.com/docs/p3k_FNfbYessAvxr4v9gIw "Create an outage from a major case to keep customers informed about any issues affecting their install base items.")

When multiple business organizations are affected by the same issue, the system can propose a major case and
build a [recipients list](https://www.servicenow.com/docs/wHnzmkxwJOpQqvdoOh2djw "Use recipients lists that contain account, consumer, or business organizations information to create the child cases for a major case.") of the affected business organizations. If the major case manager accepts the proposal, they can create child cases for each affected business organization, so every
affected business organization is tracked and updated under a single major case. For more information on major cases, recipients lists, and child cases, 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. For more information on how to configure proactive case flows for business organizations, see [Configure proactive case flows for business organizations](https://www.servicenow.com/docs/mSn7ZICkCpCd94WIju1LBw "Automate workflows for proactive case creation to improve your operational efficiency and respond to business organizations issues faster.").

## Track outages for a business organization's install base items {#using-pcso-bo__section_bo_track_outages}

View outages associated with a case to keep business organizations informed about any issues affecting their install base.

Role required: sn_customerservice_agent

Outages can be tracked using both proactive cases and customer-reported cases.

1. Navigate to AllCustomer ServiceCasesProactive active.
2. Open the proactive case related to business organization's install base item.
3. Open the Outages related list. You can view and track the outages from here.
{#using-pcso-bo__ol_rnh_j24_lkc}
**Related concepts**   

* [Using Proactive Customer Service Operations](https://www.servicenow.com/docs/kxUErjHE0KsAUeua4jL_Ew "Monitor your customers' products and services to identify issues proactively, inform the affected customers, and fix issues quickly.")  
**Related tasks**   

* [Track outages and install base service health on BOSP](https://www.servicenow.com/docs/nIihoMRPLH0l2W_IwD3Iaw "Enable your business organization staff to view outage information affecting their install base items directly on the Business Organization Support Portal (BOSP).")

*[\>]: and then