Proactive Service Experience Workflows

Release version: Yokohama
Updated January 30, 2025
3 minutes to read
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Summary of Proactive Service Experience Workflows

The ServiceNow® Proactive Service Experience Workflows, enhanced in the Yokohama release, empower technical support teams to proactively identify and communicate with impacted customers, escalate and auto-generate cases, and accelerate issue resolution. This solution integrates with external systems and provides comprehensive tools for managing service problems from detection through resolution.

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Key Features

  • Case Type Identification and Management: Automatically create proactive cases from incidents and redirect to the appropriate case types within the workflows.
  • Playbook-Driven Troubleshooting: Diagnose issues in the troubleshoot stage of the Technology Product Support Case playbook and manually create resolution tasks.
  • Integration with External Systems: Submit outbound service test run requests by integrating with external southbound systems directly from the Technology Product Support Case.
  • Service Problem Case Creation: Agents and customers can create service problem cases both from the workspace and Customer Service Portal, supported by dedicated roles for problem management.
  • Record Generation and Modification: Generate and modify service information records via playbooks to streamline problem management processes.
  • ServiceNow Otto for Telecommunications, Media, and Technology (TMT) Integration: Utilize AI-driven summarization and resolution notes generation for cases, create and refine knowledge articles from multiple cases, and generate test run summaries to understand root causes.

Activation and Related Applications

The Proactive Service Experience Workflows are available for installation through the ServiceNow® Store. This workflow integrates seamlessly with other ServiceNow applications such as:

  • Field Service Management: Manage onsite work tasks and agent assignments efficiently.
  • Incident Management: Track and restore services by managing the incident lifecycle.
  • Change Management: Control change lifecycles to minimize disruption.
  • Process Mining: Analyze and optimize business processes for efficiency.

This comprehensive solution helps ServiceNow customers enhance proactive support capabilities, improve customer communication, and accelerate issue resolution by leveraging structured workflows and AI-powered insights.

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 ServiceNow Otto 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.
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.
Integrate with external southbound 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 in 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 ServiceNow Otto for Telecommunications, Media, and Technology (TMT)
Use the ServiceNow Otto 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 ServiceNow Otto 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 ServiceNow Otto 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 ServiceNow Otto for TMT. You can revise the content in existing Knowledge articles by using the Now Assist icon (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 ServiceNow Otto 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.

Related ServiceNow applications and features

Field Service Management
The ServiceNow® Field Service Management application helps organizations manage work tasks performed on location. Match tasks to agents based on skills, geographic territory assignments, and available inventory. Agents can record details on assigned tasks like completion status, travel time to jobs, and time spent.
Incident Management
ServiceNow® Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality. You can record an incident and track it through the entire incident life cycle until service is restored and the issue is resolved.
Change Management
The ServiceNow® Change Management application provides a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to the business operations.
Process Mining
ServiceNow® Process Mining helps analysts and process owners quickly analyze and optimize their business processes. Create automated business process flows from your data that enable you to monitor and more quickly discover inefficiencies in your processes.