Exploring the Product Support for Technology

  • リリースバージョン: Australia
  • 更新日 2026年03月12日
  • 所要時間：5分

    • Learn how you can use the Product Support for Technology application to automatically initiate workflows that resolve network-initiated incidents and proactively notify impacted customers.

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    Product Support for Technology capabilities

    Watch this short video for an introduction to the Proactive Service Experience Workflows application.

    Product Support for Technology 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:

    表 : 1. Key features
    Capabilities Feature
    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
    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 architecture
    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
    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. Handling API notifications

    For information about the architectural components of the Proactive Service Experience Workflows application, see Proactive Service Experience Workflows architecture.