{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":5997,"path":"customer-service-management/configure-flow-designer.md","title":"Configure proactive case flows","bundle":null,"doc_type":null,"release":"australia","body":"\n# Configure proactive case flows\n\nAutomate workflows for proactive case creation to improve your operational efficiency and respond to customer issues faster.\n\n## Before you begin\n\nRole required: admin\n\n## About this task\n\n**Note:** This task is only applicable if you are using the integration with Event Management.\n\nConfigure the flow designer to automate the next steps in processing a proactive case. You can automate that a proactive case is proposed to a major case or is directly promoted to a major case. If promoted directly to a major case, child cases are automatically created when multiple customers are impacted.\n\nIf a single account is affected, you can also automate that an account and primary contact are associated to a case.\n\n## Procedure\n\n1.  Navigate to **All** > **Customer Service** > **Administration** > **Proactive Case Flows**.\n\n2.  Click the **Process Proactive Cases Created from Alerts** flow.\n\n3.  Click the **Process Proactive Cases for Single and Multiple Accounts** subflow.\n\n4.  In the **Major Case Status** field, set the initial status of the major case for multiple accounts.\n\n    By default, this field is set to **None**. Based on your selection, the proactive case is either **Proposed**, **Accepted**, or **None**. If you set the status to **Accepted**, child cases are created automatically.\n\n5.  In the **Affected Account Threshold** field, enter the number of affected accounts required for a proactive case to be eligible for major case processing.\n\n    The default is two.\n\n6.  Select the **Process Case for Single Account** check box to associate an account and primary contact to the case if a single account is affected.\n\n    This also applies if multiple install base items from the same account are affected.\n\n7.  Click **Done**.\n\n\n"}}