Proactive Service Experience Workflows
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 Yokohama release.
Proactive Service Experience Workflows highlights for the Yokohama release
- Identify the right case type from an incident in the Proactive Service Experience Workflows. Consumer information can be seen on the incidents in the Proactive Service Experience Workflows.
- Diagnose the issue in the troubleshoot stage in the Technology Product Support Case playbook. Create the resolution task manually to solve the issue.
- Submit the outbound service test run requests to various external systems by integrating the application with the external southbound systems in the Technology Product Support Case.
- Create a service problem case to report an issue about the service from the Customer Service Portal. Record generation capability through the playbooks for customer service problem management. Modify the service information in the case highlights card through the playbook.
- Create roles for customer service problem management so that agents and customers can create service problem cases.
See Proactive Service Experience Workflows and Now Assist for Telecommunications, Media and Technology (TMT) for more information.
New in the Yokohama release
- Redirection to the right case type
- Create a proactive case from an incident in the Proactive Service Experience Workflows.
- Technology Product Support Case playbook stages and activities
- Diagnose the issue in the troubleshoot stage in the Technology Product Support Case playbook. Create the resolution task to solve the issue.
- Integrating Technology Product Support Case with southbound external systems
- In the Technology Product Support Case, you can submit outbound service test run requests to various external systems by integrating the application with the external southbound systems.
- Create a service problem case from the workspace
- Create a service problem case for a customer raised issue so that an agent can work on it and resolve the service-related problem. Record generation capability via playbooks for customer service problem management.
- Create a service problem case from the Customer Service Portal
- Create a service problem case to report an issue about the service from the Customer Service Portal.
- Summarize a service problem case using Now Assist for Telecommunications, Media and Technology (TMT)
- Use the Now Assist for Telecommunications, Media and Technology (TMT) to provide concise, context-driven summaries specific to each case. This feature enables agents to confirm that critical case details are captured, and enable them to provide personalized and informed resolutions.
- Generate the resolution notes for a service problem case using Now Assist for Telecommunications, Media and Technology (TMT)
- Generate resolution notes and then shorten or elaborate the content using the Now Assist context menu in the resolution notes field of the case form, in both the Core UI (UI16) and Workspace.
- Generate a knowledge article for a service problem case using Now Assist for Telecommunications, Media and Technology (TMT)
- You can now select and gather insights and data from multiple similar cases to draft an article by using Now Assist for TMT. You can revise the content in existing Knowledge articles by using the Now Assist icon (
), which is accessible as an inline capability, and create and refine Knowledge articles. - Summarize test for a technology product support case using Now Assist for Telecommunications, Media and Technology (TMT)
- Generate the test run summary for a technology product support case record to understand the context of test outcomes and the root cause of the problem.
- Components installed with Customer Service Problem Management
- Create roles for customer service problem management so that agents and customers can create service problem cases.
Activation information
Install Proactive Service Experience Workflows by requesting it from the ServiceNow® Store.