Users with the customer service agent role can propose an existing customer service case as a major case candidate.

1. Navigate to the desired customer service case.
2. Click Propose Major Case in the Additional Actions menu on the Case form.
3. In the Propose Major Case pop-up window, enter a reason for the proposal in the Work notes field. If desired, enter the business impact of the selected case in the Business Impact field.
   This information is added tn the Case form in the Work notes field and the Business Impact field in the Major Case Information section.
4. Click Propose.
   An entry is added to the Work notes on the Case form that the case was proposed as a major case candidate. The information entered in the Propose Major Case pop-up window is also added to the Case form.