Proactive Service Experience Workflows architecture
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
Decision tables
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
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.
Roles
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
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
The following diagram shows the steps involved in the Proactive Service Experience Workflows process: