Proactive Service Experience Workflows release notes
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Summary of Proactive Service Experience Workflows Release Notes - Zurich
The Proactive Service Experience Workflows in the Zurich release empowers technical support teams to proactively identify impacted customers, communicate directly with them, escalate cases as necessary, and auto-generate cases to accelerate issue resolution. This update enhances the ability to diagnose and resolve incidents, change requests, and product support cases efficiently within ServiceNow.
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Key Features
- Incident and Change Request Diagnosis: Users can diagnose incidents and change requests directly within the Proactive Service Experience Workflows and create resolution tasks manually to address issues.
- Contextual Diagnostics: Diagnostics can be run from a contextual panel across Proactive Service Experience Workflows, Incident, Change Request, and Product Support for Technology playbooks, enabling streamlined issue analysis.
- Configuration Item (CI) Testing: Tests for CIs can be executed from the workflows, playbooks, and directly from the CI form, enhancing troubleshooting capabilities.
- Visibility and User Control: Customers can modify the visibility of the Diagnose tab and run diagnostics from the Decisions table’s contextual panel, fostering greater control during support interactions.
- Application Renaming: The Technology Product Support Case application is renamed to Product Support for Technology, aligning naming for clarity.
- Granular Admin Roles: New granular admin roles allow developers and administrators to perform configuration tasks for Proactive Service Experience Workflows and Product Support for Technology without requiring full admin privileges, improving security and role management.
- UI Enhancements: The default Coral theme offers a fresh, brand-neutral look for portals, web, and mobile with Next Experience or Core UI, including a dark mode option to reduce eye strain and improve readability.
Activation and Accessibility
To activate Proactive Service Experience Workflows, request installation from the ServiceNow Store. The Coral theme supports a dark mode available for web and mobile experiences, enhancing accessibility and user comfort.
Related Applications
- Field Service Management: Manage on-site work tasks, agent assignments, and task details.
- Incident Management: Track and restore service operations through the incident lifecycle.
- Change Management: Control change lifecycles to implement beneficial changes with minimal disruption.
- Process Mining: Analyze and optimize business processes by creating automated process flows to identify inefficiencies.
The ServiceNow® Proactive Service Experience Workflows helps your technical support teams identify your impacted customers, communicate directly with them, escalate a case if needed, and auto-generate cases for faster issue resolution. Proactive Service Experience Workflows was enhanced and updated in the Zurich release.
Proactive Service Experience Workflows highlights for the Zurich release
- Diagnose the incidents and change requests in the Proactive Service Experience Workflows. Create a resolution task manually to resolve the issue.
- Run the diagnostics from the contextual panel in the Proactive Service Experience Workflows, Incident, Change request, and Product Support for Technology playbook.
- Execute tests for a Configuration Item (CI) in the Proactive Service Experience Workflows, Change request, and Product Support for Technology playbook. For Configuration Items (CIs), run related tests directly from the CI form view.
- Enables your customer to modify the visibility of the Diagnose tab and run diagnostics from the contextual panel in the Decisions table.
- Technology Product Support Case application is renamed to Product Support for Technology
- Technology Product Support Case application is renamed to Product Support for Technology.
See Proactive Service Experience Workflows for more information.
New in the Zurich release
- Components installed with Proactive Service Experience Workflows
- The granular admin role enables developers and administrators to complete administrative configuration tasks for Proactive Service Experience Workflows without requiring the full admin role.
- Components installed with Product Support for Technology
- The granular admin role enables developers and administrators to complete administrative configuration tasks for Product Support for Technology without requiring the full admin role.
- Diagnose and resolve an incident
- Diagnose the incident in the Proactive Service Experience Workflows and create the resolution task manually to resolve the issue.
- Diagnose and resolve a change request
- Review, diagnose, resolve, and close a change request case for the service-related issue experienced by the customer.
- Diagnose and resolve a Product Support for Technology case
- Review, diagnose, resolve, and close the Product Support for Technology Case.
UI changes
- Product Support for Technology application
- Technology Product Support Case menu is renamed to Product Support for Technology Case.
- Coral theme
- Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
Activation information
Install Proactive Service Experience Workflows by requesting it from the ServiceNow® Store.
Accessibility information
- Dark theme
- The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.