---
sourceDocument: Brazil Proactive Service Experience Workflows
sourceDocumentLink: https://www.servicenow.com/docs/r/proactive-service-exp-workflows

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Proactive Service Experience Workflows

ft:clusterId :

    - psew

bundleId :

    - psew

workflow :

    - Customer and Industry


---

# Communicate with customer

# Communicate with customer about proactive case {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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 WorkspacesService Operations Workspace.
2. Select the list icon (![List Icon.]())
3. Navigate to AllIncidentsAll.
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.
{#create-communication-customer-impact-tab__steps_v4z_k3z_t3c}

## Result

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

* [Enhancing customer impact visibility for PSEW processes](https://www.servicenow.com/docs/G144s8qC1fRk9xjoTTG~nQ "Use the customer impact tab to reduce navigation time, and enhance tracking and management of PSEW processes. This visibility enables you to quickly assess business impact and take informed actions.")

*[\>]: and then