Proactive Customer Service Operations allow your customers to:

Trigger case workflows and notify customers of any issues for faster resolution and lower inbound call volumes.
Track the digital services sold and used by your customers. This is referred to as the install base.
Create a case if you identify service disruptions to a customer's install base. These cases are resolved and closed in the same way as customer-reported cases. You can use the major issue management process when multiple customers are affected.
Add outage information to a case to inform your customers about the impact of the outage and the status of the resolution. It also gives customers visibility into planned service disruptions, enhancing transparency and reducing the number of customer-reported cases.
View the proactive cases you opened on their behalf, any outages associated with their install base, and interact with you using the proactive case.