Communicate with customer about proactive case

  • Release version: Australia
  • Updated March 31, 2026
  • 1 minute to read

    • Communicate with the customer about the proactive case that is generated for service issue. Address the issue promptly and maintain clear, effective communication with the customer.

    Before you begin

    Role required: sn_ind_tsm_sdwan.PSEW_USER

    About this task

    Analyze the service issue in an incident, problem, or change record. If no communication was sent to the customer about the generated proactive case, send an email.

    Procedure

    1. Navigate to Workspaces > Service Operations Workspace.
    2. Select the list icon (List Icon.)
    3. Navigate to All > Incidents > All.
    4. Open the incident record.
    5. Select the Customer impact tab.
    6. In the Affected customers section, select the account for which you want to send the email.
    7. Select the more option icon (More Option Icon.).
    8. Select Create communication from the option list.
    9. In the Template field, select Email to proactive case.
    10. Select Finish.

    Result

    The system sends an email to the customer or consumer account.