--- 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 --- # Explore # Exploring the Proactive Service Experience Workflows {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read 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. ## Request apps on the Store Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#explore-assurance-workflows__inline-send-to-store} ## Proactive Service Experience Workflows capabilities {#explore-assurance-workflows__section_tgl_mcq_sxb} Proactive Service Experience Workflows 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: {#explore-assurance-workflows__table_rgv_rtx_k3c__entry__2} | 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](https://www.servicenow.com/docs/_FlNiut83P6EvAtWigEX4A "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.") | | 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](https://www.servicenow.com/docs/~_6Bo~MtzZ4AEYUFVshVFw "Use the Technology Account 360 view to get insight about your customer's or partner's accounts.") | | 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](https://www.servicenow.com/docs/eqo2PTMFdrBqbkJReRmqKQ "Create a proactive case from an incident in the Proactive Service Experience Workflows.") | | Reduce administrative setup and overhead with enhanced incident and change request forms in the Service Operations Workspace. | [Create a case from a change request](https://www.servicenow.com/docs/VrrcBal75gEXcW_S4mTUpw "Create a case from a change request in Proactive Service Experience Workflows. You can notify your customers about a service outage and its resolution after the change implementation is complete.") | | 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](https://www.servicenow.com/docs/_FlNiut83P6EvAtWigEX4A "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.") | | Use five unique Workflow Studio flows that can be modified to suit your business needs. | [Proactive Service Experience Workflows architecture](https://www.servicenow.com/docs/pL1nlOVEXkggbSVhfCEJbg "There are multiple components that make up the architecture of the Proactive Service Experience Workflows application.") | | Escalate incidents for faster action based on a preconfigured decision table. | [About escalating incidents](https://www.servicenow.com/docs/L5O3TjrhW7DyrzTx5iOXeQ "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.") | | Create incident records from certain API clients based on TM Forum TMF621 Rest API standards. | [Create an incident in Proactive Service Experience Workflows](https://www.servicenow.com/docs/ZNDqu6Kqx8KquWnKzvgxVg "Create an incident record in Proactive Service Experience Workflows to document an issue that your customer is facing.") | | Use dedicated roles that enable technical support agents to see both ITSM and CSM and applications. | [Components installed with Customer Service Problem Management](https://www.servicenow.com/docs/access?context=spm-components&version=brazil&pubname=brazil-telecom-media-technology&ft:locale=en-US) | [Table 1. Key features] {#explore-assurance-workflows__table_rgv_rtx_k3c} For information about the architectural components of the Proactive Service Experience Workflows application, see [Proactive Service Experience Workflows architecture](https://www.servicenow.com/docs/pL1nlOVEXkggbSVhfCEJbg "There are multiple components that make up the architecture of the Proactive Service Experience Workflows application."). * **[Proactive Service Experience Workflows architecture](https://www.servicenow.com/docs/pL1nlOVEXkggbSVhfCEJbg)** There are multiple components that make up the architecture of the Proactive Service Experience Workflows application. * **[Technology Account 360](https://www.servicenow.com/docs/RCZK9Nwgv1IgC6_54zFoQg)** Use the Technology Account 360 to get a unified view of customer or partner account details combining account health, financial, product usage, and open tasks. * **[Executive Portfolio view](https://www.servicenow.com/docs/wyPeHSC_aCr7zIBgqph8lQ)** The Executive Portfolio page provides account teams and leadership with a real-time view of account portfolio performance. Use this page to identify at-risk revenue, track renewal readiness, monitor product adoption, and understand customer experience trends. * **[Service delivery overview](https://www.servicenow.com/docs/YC5b1bajn7BruFg5udKMag)** Use the Service delivery overview to view the Analytics dashboards of the customer accounts. You can explore the details about the operational status of the accounts. * **[Proactive Service Experience Workflows and Incident Management within the Service Operations Workspace](https://www.servicenow.com/docs/gmSvFu7C5wQ63O7K5rFoYg)** You can use the Service Operations Workspace application to get an overview of how a network agent can prioritize tasks and resolve incidents. * **[AI in Proactive Service Experience Workflows](https://www.servicenow.com/docs/n0aGwKASjCVIxvHo0bvPcw)** Use ServiceNow Otto to generate executive insight briefs and success play recommendations in Proactive Service Experience Workflows.