---
sourceDocument: Brazil Proactive Service Experience Workflows
sourceDocumentLink: https://www.servicenow.com/docs/r/proactive-service-exp-workflows

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Proactive Service Experience Workflows

ft:clusterId :

    - psew

bundleId :

    - psew

workflow :

    - Customer and Industry


---

# Proactive Service Experience Workflow

# Proactive Service Experience Workflows architecture {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
There are multiple components that make up the architecture of the Proactive Service Experience Workflows application.

The main components are as follows:

* Flows and subflows
* Escalation stages
* Decision tables
* Messages
* Business rule
* Client scripts
* System properties
* Roles
* Assignment groups
* Service Operations Workspace

{#architecture-assurance-workflows__ul_ymn_kxg_5mb}

## Decision tables {#architecture-assurance-workflows__section_gs4_5yg_5mb}

Based on the defined condition, Workflow Studio works with the Incident
Escalation Policy \[sys_hub_flow\] decision table to determine which subflow to generate at
certain escalation points.

## Messages {#architecture-assurance-workflows__section_hvq_mzg_5mb}

Each subflow in Proactive Service Experience Workflows is associated with a
message file that provides instructions for agents to use to troubleshoot, escalate, and
resolve network-initiated incidents. For more information about how to customize the default
instructions for your internal troubleshooting processes, see [Customize message files](https://www.servicenow.com/docs/sS~7HdZYdrdtEp8Y~UvbJg "Customize the messages that provide instructions to the network engineers that are working on network-initiated issues for different subcategories, levels of escalation, and personas in Proactive Service Experience Workflows.").

## Roles {#architecture-assurance-workflows__section_ihy_blx_sxb}

The `sn_ind_tsm_core.noc_agent` role is available with the Proactive Service Experience Workflows application. This role when added, ensures that the technical support agent can see the relevant information between ITSM and CSM applications. This role includes the following:

* itil
* wm_initiator
* wm_read
* sn_customerservice.case_viewer
* sn_customerservice.customer_data_viewer
{#architecture-assurance-workflows__ul_skx_llx_sxb}

Several assignment groups are included with this role and other groups can also have the admin role. The `sn_ind_tsm_sdwan.ticket_integrator` role can be used for trouble tickets created from the TMF 621 Open API
use cases.

## Proactive Service Experience Workflows process {#architecture-assurance-workflows__section_vb5_1gx_sxb}

The following diagram shows the steps involved in the Proactive Service Experience Workflows process:

* **[Enhancing customer impact visibility for PSEW processes](https://www.servicenow.com/docs/G144s8qC1fRk9xjoTTG~nQ)**   
  Use the customer impact tab to reduce navigation time, and enhance tracking and management of PSEW processes. This visibility enables you to quickly assess business impact and take informed actions.