What are the differences between Proactive Service Experience Workflows and regular workflows?

[masahironaka]

What are the differences between Proactive Service Experience Workflows and regular workflows?

I would like to understand the differences between TSM's Proactive Service Experience Workflows and regular workflows.

I believe that Proactive Service Experience Workflows are specifically designed for the operations of telecommunications companies.

Is it possible to establish them using regular workflows as well?

[Mark Manders]

It's indeed specific for TSM. Everything can be found here: https://docs.servicenow.com/bundle/washingtondc-proactive-service-exp-workflows/page/product/tmt-ass...

It probably will be possible to create something similar for other area's, but you will need to build it from scratch. Are you looking to use it within TSM, but cost is too high, or do you want the same functionality on a different part of the platform? The complexity you will run into will also depend on what you already have running on your instance.

[Prarthana Patil]

Hi @masahironaka 

Yes you are right. Proactive Service Experience Workflows application is specially designed for Telecommunications, Media, and Technology Service Provider and it is mostly used for:-

 

• Enhanced Incident form in the Service Operations Workspace
• Ability to identify affected customer accounts based on the changes in Configuration Items (CIs)
• Ability to create proactive cases from an incident or a change record for the affected customers
• Auto-synchronization of comments and various form fields, such as the state, priority, assignment groups, assigned user, and work notes between incidents or change records and cases
• Ability to quickly view the information, tasks, and performance of an account to understand the business context and make the right decisions fast
• Auto-resolution of minor cases without the manual intervention of customer support agents
• Five unique workflows for network-initiated events that can be modified to align your business needs and includes a Decision Table for configuring both escalation criteria
• Extension of CMDB CI Classes common to SD-WAN edge infrastructure
• Support for TMF 621 Open API Incident

It is possible to achieve all the above features by regular workflows but that need a lot of customization. And if anything is provided by ServiceNow, it is recommended to use OOB functionality.

Please Mark ✅ Correct if this solves your query and also mark  Helpful if you find my response worthy based on the impact.

Thanks,

Prarthana Patil