Exploring the Proactive Service Experience Workflows
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.
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Proactive Service Experience Workflows capabilities
Watch this short video for an introduction to the Proactive Service Experience Workflows application.
[Omitted video] Description: Proactive Service Experience Workflow overview
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:
| 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 |
| 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 in Proactive Service Experience Workflows |
| 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 |
| Reduce administrative setup and overhead with enhanced incident and change request forms in the Service Operations Workspace. | Create a case from a change request |
| 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 |
| Use five unique Workflow Studio flows that can be modified to suit your business needs. | Proactive Service Experience Workflows architecture |
| Escalate incidents for faster action based on a preconfigured decision table. | About escalating incidents |
| Create incident records from certain API clients based on TM Forum TMF621 Rest API standards. | Create an incident in Proactive Service Experience Workflows |
| Use dedicated roles that enable technical support agents to see both ITSM and CSM and applications. | Components installed with Customer Service Problem Management |
For information about the architectural components of the Proactive Service Experience Workflows application, see Proactive Service Experience Workflows architecture.
- Proactive Service Experience Workflows architecture
There are multiple components that make up the architecture of the Proactive Service Experience Workflows application. - Proactive Service Experience Workflows and Incident Management within the Service Operations Workspace
You can use the Service Operations Workspace application to get an overview of how a network agent can prioritize tasks and resolve incidents.
Parent Topic:Proactive Service Experience Workflows