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title Australia Proactive Service Experience Workflows
locale en-US
release australia
bundle psew
doc_type toc

Australia Proactive Service Experience Workflows

  • Product Support for Technology -- ServiceNow Product Support for Technology provide a way for telecommunications, media, and technology (TMT) service providers to deliver end-to-end support, while understanding customer impact, and offering transparent communication to all parties involved in the support process.
    • Explore -- 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.
      • Proactive Service Experience Workflow -- There are multiple components that make up the architecture of the Proactive Service Experience Workflows application.
        • Customer impact tab -- Use the customer impact tab to reduce navigation time, and enhance tracking and management of PSEW processes. This visibility enables you to quickly assess business impact and take informed actions.
      • Incident management within SOW -- You can use the Service Operations Workspace application to get an overview of how a network agent can prioritize tasks and resolve incidents.
      • Technology Product Support Case -- The Technology Product Support Case application enables technology companies to provide support for digital products and services.
        • Case type -- The Technology Product Support case type enables technology companies to provide support for digital products and services.
        • Record page -- The Technology product support record page provides a simplified case view in CSM Configurable Workspace that enables agents to research and resolve technology cases.
        • Playbook -- The Technology Product Support Case playbook provides step-by-step guidance for resolving technology cases.
          • Stages and activities -- The Technology Product Support Case playbook includes stages and activities that assist agents in researching and resolving technology cases.
    • Configure -- Learn how to configure Product Support for Technology application.
      • Proactive Service Experience Workflow -- You can configure Proactive Service Experience Workflows so that you can add users to assignment groups. You can also create custom instructions for engineers to guide them in resolving network-initiated issues through automatically provided workflows.
        • Install -- If you’re a user with the system administrator role, you can install the Proactive Service Experience Workflows application.
        • Add users to assignment groups -- Add users to Proactive Service Experience Workflows assignment groups so that they have the necessary role and can be assigned to resolve network-initiated issues at the appropriate escalation level.
      • Product Support for Technology -- Learn how to install and configure the Product Support for Technology application.
    • Integrate -- In Proactive Service Experience Workflows, you can submit outbound service test run requests to various external systems by integrating the application with the external southbound systems.
    • Use -- Learn how to use Product Support for Technology application.
      • Proactive Service Experience Workflow -- 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.
        • Identify affected accounts -- 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.
          • Create incident -- Create an incident record in Proactive Service Experience Workflows to document an issue that your customer is facing.
          • Identify the impact of network issues and create cases from an incident record -- Resolve an incident record by creating cases from record so that you can identify and solve network issues for your enterprise customers.
          • Generate proactive case record -- Generate a proactive case record for a customer issue in an incident, problem, or change. Inform the customer or consumer about the proactive case for the service issue.
          • Communicate with customer -- Communicate with the customer about the proactive case that is generated for service issue. Address the issue promptly and maintain clear, effective communication with the customer.
          • Add notes -- Send notes to the proactive case record about the resolution progress. Update the proactive case record using insights from the customer impact tab.
          • Create reactive case -- Create a reactive case record from in an incident, problem, or change record. Analyze the impact and generate cases for service issues.
        • About escalating incidents -- 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.
          • Escalate an incident -- Escalate an incident to continue the investigation and diagnosis of that incident. By escalating an incident, you can ask for help from a more-experienced resource so that the issue is resolved more quickly.
        • Review customer or partner accounts -- Learn how your Technical Support teams (e,g. Cloud Ops, Server, or Network operations teams) can use the Operations Account 360 view in the Proactive Service Experience Workflows application to get insight about your customer's or partner's accounts.
          • Use Operations Account 360 View -- Review a customer or partner's account by using the Operations Account 360 view provided by the Proactive Service Experience Workflows application inside of Service Operations Workspace. You can track your data and tasks related to customer's or partner's and then take action to improve your delivery of service.
          • 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.
        • Auto-creation of cases -- Cases are created from the incidents.
        • Diagnose and resolve a change request -- 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 -- Create a case from a change request in Proactive Service Experience Workflows so that you can notify your customers about a service outage and its resolution after the change implementation is complete.
        • Messages in escalation workflows -- Multiple messages that are used within the incident escalation flows are available with the base Proactive Service Experience Workflows application.
          • Customize message files -- Customize the messages that provide instructions to the network engineers that are working on network-initiated issues for different subcategories, levels of escalation, and personas in Proactive Service Experience Workflows.
        • Diagnose and resolve an incident -- 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 -- As a customer service agent, review, diagnose, resolve, and close a service case for the service-related issue experienced by the customer.
      • Handling API notifications -- Use the Telecommunications API notification to inform third-party systems about the incidents or cases that are created in a reactive or proactive way in the ServiceNow instance. The customer will receive notifications regarding updates on the incident.
        • Using Hermes -- Produce an outbound notification from the ServiceNow instance using the Hermes capability. Customers can consume the details of the message from the Kafka environment in their external system.
        • Using open message bus -- Produce an outbound notification from the ServiceNow instance using the open message bus. Customers can consume the details of the notification from the message bus in their external system.
        • Using producer framework -- The producer framework picks the event from the ServiceNow instance and sends the outbound notification to the external system. You can consume the details of the notification from the messaging service that is installed in your external system.
        • Deactivate -- Disable the business rules related to the incident and case tables to stop receiving trouble ticket notifications. Customers can disable the business rules if they don't want to leverage the trouble ticket notification capability.
      • Technology Product Support Case -- Learn how to use Technology Product Support Case feature.
    • Reference -- Reference topics provide additional information about Proactive Service Experience Workflows.
      • Domain separation -- Domain separation is supported for Proactive Service Experience Workflows. With Proactive Service Experience Workflows, you can quickly restore normal service operation when network-initiated incidents occur and proactively identify and notify the customers that are impacted by those incidents. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
      • Case table -- The Technology Product Support Case application adds the Tech Product Support Case (sn_tech_product_support_case) table.
      • Affected customers list columns -- Column details for the Affected customer section in a Customer tab.
      • Glossary -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
        • A -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
          • assignment groups -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
        • C -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
        • D -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
          • decision table -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
          • domain separation -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
        • E -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
          • escalation -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
        • H -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
          • hermes kafka -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
        • I -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
          • incident -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
        • K -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
          • KPI -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
        • M -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
          • major case -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
        • O -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
          • operations account 360 -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
          • open message bus -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
        • P -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
          • proactive case -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
        • S -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
        • T -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
          • TMF 621 rest API -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
          • trouble ticket notification -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
        • W -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.
          • workflow studio -- Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.