Exploring the Proactive Service Experience Workflows
Proactive Service Experience Workflows enhances the Service Operations Workspace to empower agents with automation and visibility, including customer and business context, so that service providers can resolve service issues swiftly and proactively, in the appropriate order, and with complete transparency.
Proactive Service Experience Workflows capabilities
The application delivers end-to-end support, analyzes customer impact, and enables transparent communication between all parties involved in the support process. With Proactive Service Experience Workflows, service providers can:
| Capabilities | Key features |
|---|---|
| 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 |
| 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 |
| 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 |
| Reduce administrative setup and overhead with enhanced incident and change request forms in the Service Operations Workspace. | Create a case from a change request |
| Resolve minor cases without intervention by customer support agents. | Auto-creation of cases and updates from incidents |
| 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 |
| Use five unique Workflow Studio flows that can be modified to suit your business needs. | Proactive Service Experience Workflows |
| Escalate incidents for faster action based on a preconfigured decision table. | About escalating incidents |
| Create incident records from certain API clients based on TM Forum TMF621 Rest API standards. | Create an incident in Proactive Service Experience Workflows |
| Use dedicated roles that enable technical support agents to see both ITSM and CSM and applications. | Components installed with Customer Service Problem Management |
For information about the architectural components of the Proactive Service Experience Workflows application, see Proactive Service Experience Workflows.