The Proactive Service Experience Workflows application is a key component of our Technology Provider Service Management and Telecommunications Service Management products. This application enhances the Service Operations Workspace by enabling technical support teams to swiftly evaluate the impact of incidents or changes on their customer base. Consequently, technical support can generate proactive cases, interact with customers, escalate common service issues, and more. Additionally, Proactive Service Experience Workflows supports the Trouble Ticket APIs, adhering to TM Forum standards.
In Service Operations Workspace as a ITSM engineering and/or support persona identify the footprint of customer impact by leveraging account data to support visibility inside of Incident and Change Management workflows.
- In Incident Management and Change Management:
- Generate Proactive Cases once initial assessments are made to make customers aware of impact, whether its scheduled downtime or as a result of an outage; auto-resolve those cases when the change is implemented or service is restored
- Communicate bi-directionally Customers inside of Incident or Change Management through the Notify feature, which passes information down to associated cases without ever leaving the record you are working on
- View the Account 360 Dashboard
- Clicking on Account name inside of Service Operations Workspace will give a detailed representation of the account
- Dive deeper into performance analytics indicators and understand how well service is being delivered across a multitude of common KPIs
- Configurable decision based escalation workflows for Incident Management to escalate from L1 to L4 Support
- API Trouble Ticket support
- Diagnostic Framework for Incident & Change
This release extends the Customer Impact notification workflow to Problem records, upgrades the notification composer to a rich text editor, and hardens the security of the customer notification flow.
Proactive case generation for Problems — The "Generate Proactive Cases for Accounts and Consumers" workflow now supports Problem records alongside Incidents and Changes. A new dedicated subflow handles proactive case creation triggered by Problems, and the GenerateProactiveCasesUtilOOB utility is updated to route Problem-sourced records through the correct case-type selection logic.
Rich text editor in the Notify Customers modal — The plain textarea in the "Notify Customers via Related Cases" notification composer has been replaced with the Activity Stream Compose component, giving agents text formatting options when drafting customer notifications. The submit button activates as soon as the composer has content. Message persistence is unchanged — notifications are still posted to the case and task comment journals.
Message button enabled for Reactive cases — The message button in the Customer Impact component is now active for Reactive cases, not only Proactive ones, so agents can send notifications from either case type without switching context.
Consumer communication options — email removed — Email is no longer offered as a communication channel for consumer contacts in the Customer Impact notification flow, reflecting the channels that are actually reachable for consumer-type accounts.
Security hardening — Notify Customers query — The CustomerImpactUtilOOB Script Include and the "Notify Customers via Related Cases" data broker transform now use GlideRecordSecure for all task and customer case lookups, and an allowed-task-tables check is enforced to prevent unauthorised data access through the notification flow.
Dependencies
- Major Issue Management (sn_majorissue_mgt) - Version 4.0.0
- CI Class Manager (sn_cmdb_ci_class) - Version 1.86.2
- Telecom, Media, and Technology Core (sn_ind_tsm_core) - Version 6.6.2
- Customer Service Case Types (sn_csm_case_types) - Version 4.3.1
- API Notification Management (sn_api_notif_mgmt) - Version 4.1.1
- Technology Product Support (sn_tech_support) - Version 4.3.6