Using Proactive Service Experience Workflows

---
title: Using Proactive Service Experience Workflows
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/proactive-service-exp-workflows/product-support-for-technology/use-assurance-workflows.html
release: australia
product: Product Support for Technology
classification: product-support-for-technology
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Proactive Service Experience Workflows, Product Support for Technology]
---

# Using Proactive Service Experience Workflows

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.

-   **[About identifying affected accounts with Proactive Service Experience Workflows in Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/psew-identify-act-incident.md)**  
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.
-   **[About escalating incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/psew-escalate-incident.md)**  
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.
-   **[Reviewing customer or partner accounts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/reviewing-customer-accounts-360.md)**  
Use the Technology Account 360 view to get insight about your customer's or partner's accounts.
-   **[Auto-creation of cases and updates from incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/psew-auto-creation-case.md)**  
Cases are created from the incidents.
-   **[Diagnose and resolve a change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/diagnose-resolve-case-change-request.md)**  
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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/psew-impact-change.md)**  
Create a case from a change request in Proactive Service Experience Workflows. You can notify your customers about a service outage and its resolution after the change implementation is complete.
-   **[About messages used in escalation workflows in Proactive Service Experience Workflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/psew-about-msgs.md)**  
Multiple messages that are used within the incident escalation flows are available with the base Proactive Service Experience Workflows application.
-   **[Diagnose and resolve an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/diagnose-reslove-incident-psew.md)**  
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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/diagnose-resolve-cmdb-ci.md)**  
As a customer service agent, review, diagnose, resolve, and close a service case for the service-related issue experienced by the customer.

**Parent Topic:**[Proactive Service Experience Workflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/psew-landing-page.md)