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

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 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.

• Executive Portfolio view
  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.

• Technology Account 360
  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.

• Service delivery overview
  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
  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