USE CASE GUIDE The manager accepts the major case and automatically creates child cases for each impacted customer. The parent-child relationship between the major case and individual customer cases simpli昀椀es case management, especially when a large number of customers are involved. The manager uses the parent major case to send communication to each impacted customer without drafting individual messages. The impacted customers receive an email to let them know of the issue. They can also log into the customer portal to see that there is a known issue and view communication and status. The customer portal alerts customers to a known issue. Updates are published to keep them up-to-date on status. With ServiceNow Customer Service Management, the service provider was able to identify the issue and start working to correct it before customers were ever aware. Customers know what to expect so there are no unpleasant surprises. Proactive service provides both a better experience for the customer, who is kept informed, and for the service provider, who will avoid additional customer contacts about the issue. 8