Proactive Service Experience Workflows
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Summary of Proactive Service Experience Workflows
The ServiceNow® Proactive Service Experience Workflows, updated in the Yokohama release, empower technical support teams to proactively identify impacted customers, communicate directly, escalate cases when necessary, and auto-generate cases to accelerate issue resolution. This solution enhances customer service by integrating case management with diagnostic tools, external system interactions, and AI-driven assistance.
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Key Features
- Case Type Identification and Redirection: Automatically identify and create the appropriate proactive case type directly from incidents.
- Diagnostic and Resolution Workflow: Utilize the Technology Product Support Case playbook to diagnose issues during the troubleshoot stage and manually create resolution tasks.
- Integration with External Systems: Submit outbound service test run requests to various southbound external systems, enabling comprehensive testing and validation.
- Service Problem Case Management: Create service problem cases from both the workspace and Customer Service Portal to report and resolve service issues efficiently.
- Playbook-Driven Record Generation: Generate and manage records for customer service problem management through guided playbooks, including modifying service information within case highlights.
- Role Creation for Problem Management: Define roles that allow both agents and customers to create and manage service problem cases.
- Now Assist for Telecommunications, Media and Technology (TMT) Integration: Leverage AI-powered summarization and content generation tools to:
- Summarize service problem and technology product support cases.
- Generate and refine resolution notes within case forms.
- Create and update knowledge articles by extracting insights from multiple cases.
- Summarize test run outcomes to clarify root causes and testing contexts.
Practical Benefits for ServiceNow Customers
- Accelerated issue resolution through automated case creation and streamlined workflows.
- Improved customer engagement by directly identifying and communicating with impacted users.
- Enhanced diagnostic capabilities and integration with external systems for thorough testing and validation.
- Empowered support agents and customers with tailored roles to manage service problem cases effectively.
- AI-assisted content generation and summarization for faster and more accurate case handling and knowledge management.
- Seamless integration with related ServiceNow applications such as Field Service Management, Incident Management, Change Management, and Process Mining to provide comprehensive service support and process optimization.
Getting Started
To implement Proactive Service Experience Workflows, request installation from the ServiceNow® Store. This solution integrates with existing ServiceNow applications to extend your service management capabilities and improve proactive customer support outcomes.
The ServiceNow® Proactive Service Experience Workflows helps your technical support teams identify your impacted customers, communicate directly with them, escalate a case if needed, and auto-generate cases for faster issue resolution. Proactive Service Experience Workflows was enhanced and updated in the Yokohama release.
Proactive Service Experience Workflows highlights for the Yokohama release
- Identify the right case type from an incident in the Proactive Service Experience Workflows. Consumer information can be seen on the incidents in the Proactive Service Experience Workflows.
- Diagnose the issue in the troubleshoot stage in the Technology Product Support Case playbook. Create the resolution task manually to solve the issue.
- Submit the outbound service test run requests to various external systems by integrating the application with the external southbound systems in the Technology Product Support Case.
- Create a service problem case to report an issue about the service from the Customer Service Portal. Record generation capability through the playbooks for customer service problem management. Modify the service information in the case highlights card through the playbook.
- Create roles for customer service problem management so that agents and customers can create service problem cases.
See Proactive Service Experience Workflows and Now Assist for Telecommunications, Media and Technology (TMT) for more information.
New in the Yokohama release
- Redirection to the right case type
- Create a proactive case from an incident in the Proactive Service Experience Workflows.
- Technology Product Support Case playbook stages and activities
- Diagnose the issue in the troubleshoot stage in the Technology Product Support Case playbook. Create the resolution task to solve the issue.
- Integrating Technology Product Support Case with southbound external systems
- In the Technology Product Support Case, you can submit outbound service test run requests to various external systems by integrating the application with the external southbound systems.
- Create a service problem case from the workspace
- Create a service problem case for a customer raised issue so that an agent can work on it and resolve the service-related problem. Record generation capability via playbooks for customer service problem management.
- Create a service problem case from the Customer Service Portal
- Create a service problem case to report an issue about the service from the Customer Service Portal.
- Summarize a service problem case using Now Assist for Telecommunications, Media and Technology (TMT)
- Use the Now Assist for Telecommunications, Media and Technology (TMT) to provide concise, context-driven summaries specific to each case. This feature enables agents to confirm that critical case details are captured, and enable them to provide personalized and informed resolutions.
- Generate the resolution notes for a service problem case using Now Assist for Telecommunications, Media and Technology (TMT)
- Generate resolution notes and then shorten or elaborate the content using the Now Assist context menu in the resolution notes field of the case form, in both the Core UI (UI16) and Workspace.
- Generate a knowledge article for a service problem case using Now Assist for Telecommunications, Media and Technology (TMT)
- You can now select and gather insights and data from multiple similar cases to draft an article by using Now Assist for TMT. You can revise the content in existing Knowledge articles by using the Now Assist icon (
), which is accessible as an inline capability, and create and refine Knowledge articles. - Summarize test for a technology product support case using Now Assist for Telecommunications, Media and Technology (TMT)
- Generate the test run summary for a technology product support case record to understand the context of test outcomes and the root cause of the problem.
- Components installed with Customer Service Problem Management
- Create roles for customer service problem management so that agents and customers can create service problem cases.
Activation information
Install Proactive Service Experience Workflows by requesting it from the ServiceNow® Store.