Proactive Service Experience Workflows
Empower your ITSM processses by understanding customer and impact and generating cases automatically to those affected by incidents or changes.
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About
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.
Key Features
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
Version History (27)
+ 17 more versions