Communicate with customer about proactive case

---
title: Communicate with customer about proactive case
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/proactive-service-exp-workflows/product-support-for-technology/create-communication-customer-impact-tab.html
release: brazil
product: Product Support for Technology
classification: product-support-for-technology
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Identify affected accounts, Use, Proactive Service Experience Workflows, Product Support for Technology]
---

# Communicate with customer about proactive case

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 \(\[Omitted image "icon-list.png"\] Alt text: 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 \(\[Omitted image "icon-more-option.png"\] Alt text: 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.

**Parent Topic:**[About identifying affected accounts with Proactive Service Experience Workflows in Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/proactive-service-exp-workflows/product-support-for-technology/psew-identify-act-incident.md)

**Related topics**  


[Enhancing customer impact visibility for PSEW processes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/proactive-service-exp-workflows/product-support-for-technology/enhance-customer-impact-visibility-psew-process.md)