---
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


---

# Use

# Using 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  
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](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.
* **[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.
* **[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.
* **[Auto-creation of cases and updates from incidents](https://www.servicenow.com/docs/3wh8b9AuFcNpVhfFSNV3Jg)**   
  Cases are created from the incidents.
* **[Diagnose and resolve a change request](https://www.servicenow.com/docs/O_Gb3amuztEgGIXNTz7CVg)**   
  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](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.
* **[About messages used in escalation workflows in Proactive Service Experience Workflows](https://www.servicenow.com/docs/qxNxlDFMypfbNCqOnMJMLw)**   
  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](https://www.servicenow.com/docs/018tEKMF5jFnDiXA8H3fIg)**   
  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](https://www.servicenow.com/docs/XJzSYGDINwRF0sQlSyL5Bg)**   
  As a customer service agent, review, diagnose, resolve, and close a service case for the service-related issue experienced by the customer.