--- sourceDocument: Xanadu Proactive Service Experience Workflows sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/proactive-service-exp-workflows Release : - xanadu ft:locale : - en-US ft:publication_title : - Xanadu Proactive Service Experience Workflows ft:clusterId : - psew bundleId : - psew workflow : - Customer and Industry --- # Explore # Exploring the Proactive Service Experience Workflows architecture {#ariaid-title1} * Release version: Xanadu * * Updated July 31, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read Learn how you can use the Proactive Service Experience Workflows application to automatically initiate workflows that resolve network-initiated incidents and proactively notify impacted customers. ## Request apps on the Store Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/bundle/store-release-notes/page/release-notes/store/sn-store-release-notes.html).{#explore-assurance-workflows__inline-send-to-store} ## Proactive Service Experience Workflows capabilities {#explore-assurance-workflows__section_tgl_mcq_sxb} Proactive Service Experience Workflows deliver end-to-end support, while understanding customer impact, and offering transparent communication to all parties involved in the support process. Telecommunications, media, or technology service providers can: {#explore-assurance-workflows__table_pct_1xd_22c__entry__3} | Capabilities | Key features | Role | |-|-|-| | Identify affected customer accounts based on one or more configuration items associated with upstream services that are tied to an install base. | [About identifying affected accounts with Proactive Service Experience Workflows in Incident Management](https://www.servicenow.com/docs/X_vHL8XlS1mDu0bamTXDYA "An incident record is created when an event management system generates an alert and the affected accounts can be viewed in the Service Operations Workspace.") | | | With Operations Account 360, use data from ITSM and CSM to drill down into customer accounts and visualize key information about the account. | [Reviewing customer or partner accounts in Proactive Service Experience Workflows](https://www.servicenow.com/docs/p0QTFrQ5Gi8lKo_ewjd07w "Learn how your Technical Support teams (e,g. Cloud Ops, Server, or Network operations teams) can use the Operations Account 360 view in the Proactive Service Experience Workflows application to get insight about your customer's or partner's accounts.") | | | Generate proactive cases that include synchronizations of certain fields on case insert, incident resolution, or closure of a change request. | [Redirection to the right case type](https://www.servicenow.com/docs/6zwLDfMojdq_7jjVN1pXxQ "Create a proactive case from an incident in the Proactive Service Experience Workflows.") | | | Reduce administrative setup and overhead with enhanced incident and change request forms in the Service Operations Workspace. | [Create a case from a change request](https://www.servicenow.com/docs/qxd19TleJyIfL7rbLhrtbw "Create a case from a change request in Proactive Service Experience Workflows so that you can notify your customers about a service outage and its resolution after the change implementation is complete.") | | | Resolve minor cases without intervention by customer support agents. | | | | Provide capabilities for technical support agents to communicate with external customers without navigating between incident or change requests, and associated case records. | [About identifying affected accounts with Proactive Service Experience Workflows in Incident Management](https://www.servicenow.com/docs/X_vHL8XlS1mDu0bamTXDYA "An incident record is created when an event management system generates an alert and the affected accounts can be viewed in the Service Operations Workspace.") | | | Use five unique Workflow Studio flows that can be modified to suit your business needs. | [Proactive Service Experience Workflows](https://www.servicenow.com/docs/xvUJAY1~zY8Y1eg259VIIA "There are multiple components that make up the architecture of the Proactive Service Experience Workflows application.") | | | Escalate incidents for faster action based on a preconfigured decision table. | [About escalating incidents](https://www.servicenow.com/docs/69Kb7wPkg3qaXO35MrrGKw "An escalation can be triggered when an incident is created with the appropriate category and sub category and the Escalate UI option is triggered within the Service Operations Workspace.") | | | Create incident records from certain API clients based on TM Forum TMF621 Rest API standards. | [Create an incident in Proactive Service Experience Workflows](https://www.servicenow.com/docs/NLjvPr8UoyV0Apx6szBIGg "Create an incident record in Proactive Service Experience Workflows to document an issue that your customer is facing.") | | | Use dedicated roles that enable technical support agents to see both ITSM and CSM and applications. | [Components installed with Customer Service Problem Management](https://www.servicenow.com/docs/GIOUO0YBZ8hiF0xrwd3RKw "Several types of components are installed with activation of the Customer Service Problem Management application, including tables, user roles, and business rules.") | | [ ] {#explore-assurance-workflows__table_pct_1xd_22c} For information about the architectural components of the Proactive Service Experience Workflows application, see [Proactive Service Experience Workflows](https://www.servicenow.com/docs/xvUJAY1~zY8Y1eg259VIIA "There are multiple components that make up the architecture of the Proactive Service Experience Workflows application."). * **[Proactive Service Experience Workflows](https://www.servicenow.com/docs/xvUJAY1~zY8Y1eg259VIIA)** There are multiple components that make up the architecture of the Proactive Service Experience Workflows application. * **[Proactive Service Experience Workflows and Incident Management within the Service Operations Workspace](https://www.servicenow.com/docs/XEErNyIyYKMviE2JWb6xmA)** You can use the Service Operations Workspace application to get an overview of how a network agent can prioritize tasks and resolve incidents.