--- sourceDocument: Yokohama Release Notes sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/release-notes Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Release Notes ft:clusterId : - rn bundleId : - rn --- # Proactive Service Experience Workflows # Proactive Service Experience Workflows {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read 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 {#proactive-service-experience-workflows-rn__proactive-service-experience-workflows-dita-highlights} * 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. {#proactive-service-experience-workflows-rn__ul_c1x_ms1_jdc} See [Proactive Service Experience Workflows](https://www.servicenow.com/docs/access?context=assurance-workflows&version=yokohama&pubname=yokohama-proactive-service-exp-workflows&ft:locale=en-US) and [ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/access?context=now-assist-spmc&version=yokohama&pubname=yokohama-telecom-media-technology&ft:locale=en-US) for more information.{#proactive-service-experience-workflows-rn__proactive-service-experience-workflows-dita-highlights-2} ## New in the Yokohama release {#proactive-service-experience-workflows-rn__proactive-service-experience-workflows-dita-new-features} [Redirection to the right case type](https://www.servicenow.com/docs/access?context=generate-proactive-cases&version=yokohama&pubname=yokohama-proactive-service-exp-workflows&ft:locale=en-US) : Create a proactive case from an incident in the Proactive Service Experience Workflows. [Playbook stages and activities](https://www.servicenow.com/docs/access?context=tech-product-support-playbook-stages&version=yokohama&pubname=yokohama-proactive-service-exp-workflows&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=tech-product-outbound-flow&version=yokohama&pubname=yokohama-proactive-service-exp-workflows&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=create-service-problem-case&version=yokohama&pubname=yokohama-proactive-service-exp-workflows&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=create-a-product-case-from-the-customer-service-portal&version=yokohama&pubname=yokohama-proactive-service-exp-workflows&ft:locale=en-US) : 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)](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-case&version=yokohama&pubname=yokohama-telecom-media-technology&ft:locale=en-US) : 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)](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-resolution&version=yokohama&pubname=yokohama-telecom-media-technology&ft:locale=en-US) : 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)](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-knowledge-article&version=yokohama&pubname=yokohama-telecom-media-technology&ft:locale=en-US) : 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)](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-tech-support-case&version=yokohama&pubname=yokohama-telecom-media-technology&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=spm-components&version=yokohama&pubname=yokohama-proactive-service-exp-workflows&ft:locale=en-US) : Create roles for customer service problem management so that agents and customers can create service problem cases. ## Activation information {#proactive-service-experience-workflows-rn__proactive-service-experience-workflows-dita-activation} Install Proactive Service Experience Workflows by requesting it from the ServiceNow® Store.{#proactive-service-experience-workflows-rn__proactive-service-experience-workflows-dita-activation-1} ## Related ServiceNow applications and features {#proactive-service-experience-workflows-rn__proactive-service-experience-workflows-dita-related-apps} [Field Service Management](https://www.servicenow.com/docs/access?context=fsm-application-landing-page&version=yokohama&pubname=yokohama-field-service-management&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=c_IncidentManagement&version=yokohama&pubname=yokohama-it-service-management&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=c_ITILChangeManagement&version=yokohama&pubname=yokohama-it-service-management&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=process-mining&version=yokohama&pubname=yokohama-now-intelligence&ft:locale=en-US) : 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.