Proactive Service Experience Workflows release notes

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute 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 Xanadu release.

    Proactive Service Experience Workflows highlights for the Xanadu release

    • Enable customer service agents to efficiently identify and resolve customer service problems using the Customer Service Problem Management application.
    • Enable the operations team to manage and monitor operational data through a centralized analytical dashboard.

    See Proactive Service Experience Workflows for more information.

    Important:
    Proactive Service Experience Workflows is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Xanadu release

    Customer Service Problem Management
    Manage the entire process of reviewing, diagnosing, and providing a resolution for service problem cases with Customer Service Problem Management.
    Proactive Service Experience Workflows Account 360 Analytics
    Better understand your customers, the services sold, and the progress of ongoing customer account tasks through a centralized dashboard.

    Activation information

    Install Proactive Service Experience Workflows by requesting it from the ServiceNow Store.

    Related ServiceNow applications and features

    Field Service Management
    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
    ServiceNow® Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality. Any user can record an incident and track it through the entire incident life cycle until service is restored and the issue is resolved.
    Change Management
    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
    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.