Using Proactive Service Experience Workflows

By using ServiceNow® Proactive Service Experience Workflows, you can help resolve network-initiated incidents and proactively notify impacted customers. This application enhances the Incident Management application for common SD-WAN service issues that are detected by network management systems.

• About identifying affected accounts with Proactive Service Experience Workflows in Incident Management
  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.
• About escalating incidents
  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.
• Reviewing customer or partner accounts in Proactive Service Experience Workflows
  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.
• Auto-creation of cases and updates from incidents
  Cases are created from the incidents.
• Diagnose and resolve a change request
  As a customer service agent, review, diagnose, resolve, and close a change request for the service-related issue experienced by the customer.
• Create a case from a change request
  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.
• About messages used in escalation workflows in Proactive Service Experience Workflows
  Multiple messages that are used within the incident escalation flows are available with the base Proactive Service Experience Workflows application.
• Diagnose and resolve an incident
  As a customer service agent, review, diagnose, and resolve, and close an incident for the service-related issue experienced by the customer.
• Run diagnostics tests for a CI or a service
  As a customer service agent, review, diagnose, resolve, and close a service case for the service-related issue experienced by the customer.
• Handling API notifications
  Use the Telecommunications API notification to inform third-party systems about the incidents or cases that are created in a reactive or proactive way in the ServiceNow instance. The customer will receive notifications regarding updates on the incident.