Request apps on the Store

Visit the ServiceNow Store website 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

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, and Technology service providers can:

• Identify affected customer accounts based on one or more configuration items associated with upstream services that are tied to an install base.
• With Operations Account 360, use data from ITSM and CSM to drill down into customer accounts and visualize key information about the account.
• Generate proactive cases that include synchronizations of certain fields on case insert, incident resolution, or closure of a change request.
• Reduce administrative setup and overhead with enhanced incident and change request forms in the Service Operations Workspace.
• Resolve minor cases without intervention by customer support agents.
• Provide capabilities for technical support agents to communicate with external customers without navigating between incident or change requests, and associated case records.
• Use five unique Flow Designer flows that can be modified to suit your business needs.
• Escalate incidents for faster action based on a preconfigured decision table.
• Use extended CMDB CI Classes common to SD-Wan edge infrastructure
• Create incident records from certain API clients based on TM Forum TMF621 Rest API standards.
• Use dedicated roles that enable technical support agents to see both ITSM and CSM and applications.

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

You can also add classes to the CMDB CI classes that target the SD WAN edge infrastructure as part of the CMDB CI Class Models application. See CMDB CI classes for Proactive Service Experience Workflows for more details.