---
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


---

# Add notes

# Update the proactive case with the resolution progress notes {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Send notes to the proactive case record about the resolution progress. Update the proactive case record using insights from the customer impact tab.

## 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. Update the associated proactive case with resolution progress notes.

## 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 that has a case record where you want to sent the message.
7. Select the more option icon (![More Option Icon.]()).
8. Select Messages from the option list.
9. In the Enter Message field, type your message.
10. Select Submit.
{#notify-customer-proactive-case__steps_v4z_k3z_t3c}

## Result

A note is automatically inserted in the Activity field of the incident record and also in the selected cases record. If your customer updates the case with any message, it automatically synchronizes
with the incident record too.
**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