Proactive Service Experience Workflows release notes
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 Zurich release.
Proactive Service Experience Workflows highlights for the Zurich release
- Diagnose the incidents and change requests in the Proactive Service Experience Workflows. Create a resolution task manually to resolve the issue.
- Run the diagnostics from the contextual panel in the Proactive Service Experience Workflows, Incident, Change request, and Product Support for Technology playbook.
- Execute tests for a Configuration Item (CI) in the Proactive Service Experience Workflows, Change request, and Product Support for Technology playbook. For Configuration Items (CIs), run related tests directly from the CI form view.
- Enables your customer to modify the visibility of the Diagnose tab and run diagnostics from the contextual panel in the Decisions table.
- Technology Product Support Case application is renamed to Product Support for Technology
- Technology Product Support Case application is renamed to Product Support for Technology.
See Proactive Service Experience Workflows for more information.
New in the Zurich release
- Components installed with Proactive Service Experience Workflows
- The granular admin role enables developers and administrators to complete administrative configuration tasks for Proactive Service Experience Workflows without requiring the full admin role.
- Components installed with Product Support for Technology
- The granular admin role enables developers and administrators to complete administrative configuration tasks for Product Support for Technology without requiring the full admin role.
- Diagnose and resolve an incident
- Diagnose the incident in the Proactive Service Experience Workflows and create the resolution task manually to resolve the issue.
- Diagnose and resolve a change request
- Review, diagnose, resolve, and close a change request case for the service-related issue experienced by the customer.
- Diagnose and resolve a Product Support for Technology case
- Review, diagnose, resolve, and close the Product Support for Technology Case.
UI changes
- Product Support for Technology application
- Technology Product Support Case menu is renamed to Product Support for Technology Case.
- Coral theme
- Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
Activation information
Install Proactive Service Experience Workflows by requesting it from the ServiceNow® Store.
Accessibility information
- Dark theme
- The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.