Exploring the Proactive Service Experience Workflows

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Exploring the Proactive Service Experience Workflows

    The Proactive Service Experience Workflows application in the Product Support for Technology suite enables ServiceNow customers, especially in telecommunications, media, and technology services, to automate workflows that address network-initiated incidents and proactively notify affected customers. This application integrates with Incident Management and Customer Service Management (CSM) to provide transparent communication and comprehensive support by understanding customer impact throughout the support process.

    Show full answer Show less

    Key Features

    • Identification of Affected Accounts: Automatically identify customer accounts impacted by issues using configuration items linked to upstream services and install bases.
    • Operations Account 360: Leverages ITSM and CSM data to visualize and analyze detailed customer or partner account information for better incident handling.
    • Proactive Case Generation: Automatically create proactive cases synchronized with incident resolutions or change request closures, streamlining case management.
    • Enhanced Forms and Workflow Studio: Simplifies administrative overhead with improved incident and change request forms within the Service Operations Workspace and offers five customizable Workflow Studio flows to tailor processes to specific business needs.
    • Communication Capabilities: Enables technical support agents to interact with external customers seamlessly without switching between incidents, change requests, and case records.
    • Incident Escalation and API Integration: Supports faster incident escalation through decision tables and allows incident creation via TM Forum TMF621 Rest API standards.
    • Role-Based Access: Provides dedicated roles so support agents can access both ITSM and CSM applications efficiently.

    How This Benefits You

    By implementing Proactive Service Experience Workflows, your teams can:

    • Proactively identify and communicate with customers affected by network issues, improving customer satisfaction and transparency.
    • Reduce manual overhead through automated case generation and streamlined forms.
    • Customize workflows to fit your organizational needs using predefined and adaptable workflow templates.
    • Accelerate incident resolution with automated escalation and integration with industry-standard APIs.
    • Gain a unified view of customer accounts and incidents via the Service Operations Workspace, enhancing operational efficiency.

    Additional Resources

    Explore the ServiceNow Store for related applications and updates, and use the Service Operations Workspace to monitor and prioritize incident resolution effectively.

    Learn how you can use the Product Support for Technology application to automatically initiate workflows that resolve network-initiated incidents and proactively notify impacted customers.

    Request apps on the Store

    Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Proactive Service Experience Workflows capabilities

    Watch this short video for an introduction to the Proactive Service Experience Workflows application.

    Proactive Service Experience Workflows deliver end-to-end support, while understanding customer impact, and offering transparent communication to all parties involved in the support process. Telecommunications, media, or technology service providers can:

    Table 1. Key features
    Capabilities Feature
    Identify affected customer accounts based on one or more configuration items associated with upstream services that are tied to an install base. About identifying affected accounts with Proactive Service Experience Workflows in Incident Management
    With Operations Account 360, use data from ITSM and CSM to drill down into customer accounts and visualize key information about the account. Reviewing customer or partner accounts in Proactive Service Experience Workflows
    Generate proactive cases that include synchronizations of certain fields on case insert, incident resolution, or closure of a change request. Redirection to the right case type
    Reduce administrative setup and overhead with enhanced incident and change request forms in the Service Operations Workspace. Create a case from a change request
    Provide capabilities for technical support agents to communicate with external customers without navigating between incident or change requests, and associated case records. About identifying affected accounts with Proactive Service Experience Workflows in Incident Management
    Use five unique Workflow Studio flows that can be modified to suit your business needs. Proactive Service Experience Workflows architecture
    Escalate incidents for faster action based on a preconfigured decision table. About escalating incidents
    Create incident records from certain API clients based on TM Forum TMF621 Rest API standards. Create an incident in Proactive Service Experience Workflows
    Use dedicated roles that enable technical support agents to see both ITSM and CSM and applications. Components installed with Customer Service Problem Management

    For information about the architectural components of the Proactive Service Experience Workflows application, see Proactive Service Experience Workflows architecture.