--- sourceDocument: Zurich Release Notes sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/zurich/release-notes Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Release Notes ft:clusterId : - rn bundleId : - rn --- # Proactive Service Experience Workflows release notes # Proactive Service Experience Workflows release notes {#ariaid-title1} Release version: Zurich Updated July 31, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Zurich release. ## About Proactive Service Experience Workflows {#proactive-service-experience-worflows-rn__proactive-service-experience-worflows-rn-highlights} * 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. {#proactive-service-experience-worflows-rn__ul_nxb_sjl_lfc} See [Proactive Service Experience Workflows](https://www.servicenow.com/docs/access?context=assurance-workflows&version=zurich&pubname=zurich-proactive-service-exp-workflows&ft:locale=en-US) for more information.{#proactive-service-experience-worflows-rn__proactive-service-experience-worflows-rn-highlights-2} ## Activation and other requirements Activation information : Install Proactive Service Experience Workflows by requesting it from the ServiceNow® Store.{#proactive-service-experience-worflows-rn__proactive-service-experience-workflows-rn-activation-1} ## Accessibility and localization 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. ## December 2025 {#ariaid-title2} 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. ### What's new {#proactive-service-experience-worflows-rn-2025-12__proactive-service-experience-worflows-rn-new-features} [Components installed with Proactive Service Experience Workflows](https://www.servicenow.com/docs/access?context=components-psew&version=zurich&pubname=zurich-proactive-service-exp-workflows&ft:locale=en-US) : The granular admin role enables developers and administrators to complete administrative configuration tasks for Proactive Service Experience Workflows without requiring the full admin role. {#proactive-service-experience-worflows-rn-2025-12__proactive-service-experience-worflows-rn-new-features-1} [Components installed with Product Support for Technology](https://www.servicenow.com/docs/access?context=components-product-support-case&version=zurich&pubname=zurich-proactive-service-exp-workflows&ft:locale=en-US) : The granular admin role enables developers and administrators to complete administrative configuration tasks for Product Support for Technology without requiring the full admin role. ## Zurich {#ariaid-title3} 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. ### What's new {#proactive-service-experience-worflows-rn-release__proactive-service-experience-worflows-rn-new-features} [Diagnose and resolve an incident](https://www.servicenow.com/docs/access?context=diagnose-reslove-incident-psew&version=zurich&pubname=zurich-proactive-service-exp-workflows&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=diagnose-resolve-case-change-request&version=zurich&pubname=zurich-proactive-service-exp-workflows&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=diagnose-resolve-hitechcases&version=zurich&pubname=zurich-proactive-service-exp-workflows&ft:locale=en-US) : Review, diagnose, resolve, and close the Product Support for Technology Case. {#proactive-service-experience-worflows-rn-release__proactive-service-experience-worflows-rn-new-features-1} ### What's changed {#proactive-service-experience-worflows-rn-release__proactive-service-experience-worflows-rn-ui-changes} [Product Support for Technology application](https://www.servicenow.com/docs/access?context=tech-product-support-case-app&version=zurich&pubname=zurich-proactive-service-exp-workflows&ft:locale=en-US) : 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. {#proactive-service-experience-worflows-rn-release__proactive-service-experience-worflows-rn-ui-changes-1}