Product Support For Technology

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.

Column details for the Affected customer section in a Customer tab.

Use the API Notification Management to inform third-party systems about the incidents or cases that are created in a reactive or proactive way in the ServiceNow instance.

There are multiple components that make up the architecture of the Proactive Service Experience Workflows application.

Generate summaries or ask questions about the account or engagement to retrieve specific information from the Technology Account 360 view.

Add users to Proactive Service Experience Workflows assignment groups so they have the required role and can resolve network-initiated issues at the correct escalation level.

Use ServiceNow Otto to generate executive insight briefs and success play recommendations in Proactive Service Experience Workflows.

Install the ServiceNow Otto for Telecommunications, Media, and Technology (TMT) sn_tmt_gen_ai plugin to configure and use AI skills in Proactive Service Experience Workflows.

Reference topics provide additional information about Proactive Service Experience Workflows.

ServiceNow Product Support for Technology provides telecom and technology service providers to deliver end-to-end support while understanding customer impact, and offering transparent communication to all parties involved.

Resolve an incident record by creating cases from record so that you can identify and solve network issues for your enterprise customers.

Setup Proactive Service Experience Workflows application to proactively resolve the network issues through automated workflows.

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.

Learn how to install and configure the Product Support for Technology application.

Create an incident record in Proactive Service Experience Workflows to document an issue that your customer is facing.

Create a risk signal after analyzing the customer account data in the Technology Account 360 view.

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.

Create an escalation after analyzing the customer account data in the Technology Account 360 view.

Create a reactive case record from in an incident, problem, or change record. Analyze the impact and generate cases for service issues.

Customers can create a technology product case to report an issue about the service from the Customer Service Portal.

Create a touchpoint to capture and support conversations by analyzing the customer account data in the Technology Account 360 view.

Modify the values of the indicators in the Technology Account 360 view.

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.

As a customer service agent, review, diagnose, and resolve, and close an incident for the service-related issue experienced by the customer.

As a customer service agent, review, diagnose, resolve, and close a change request for the service-related issue experienced by the customer.

As a customer service agent, review, diagnose, resolve, and close a service case for the service-related issue experienced by the customer.

As a customer service agent, review, diagnose, resolve, and close a case for the service-related issue experienced by the customer.

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.

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.

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.

View the account health trends, feature adoption gaps, product usage, and customer satisfaction.

View detailed breakdown of Total Annual Recurring Revenue (ARR), retention rates, at-risk revenue, and quarterly revenue movement.

The Portfolio overview tab displays revenue retention metrics, renewal risks, growth opportunities, and an AI-generated portfolio briefing.

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.

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.

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.

Create a proactive case from an incident in the Proactive Service Experience Workflows.

Activate the Proactive Service Experience Workflows and complete the required implementation steps.

Learn about the terms and concepts that are unique to Proactive Service Experience Workflows.

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.

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.

Install the Proactive Service Experience Workflows application on a development or test instance to access demo data and dependent plugins.

Send notes to the proactive case record about the resolution progress. Update the proactive case record using insights from the customer impact tab.

Enable AI-generated engagement briefs that summarize recent signals across risk, adoption, and market activity on the engagement record page.

Enable AI-powered success play recommendations in Technology Account 360 and engagement records based on account context and lifecycle events.

Generate the test run summary for a technology product support case record to understand the context of test outcomes and the root cause of the problem.

Multiple messages that are used within the incident escalation flows are available with the base Proactive Service Experience Workflows application.

Cases are created from the 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.

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 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.

The Proactive Service Experience Workflows application enables service providers to deliver comprehensive support while understanding customer impact and maintaining transparent communication with all parties involved.

The Proactive Service Experience Workflows plugin activates several related plugins if they aren’t already active.

Set the threshold value for major cases generated from incidents in the system properties.

Review a customer or partner's account by using the Technology 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.

Use the Technology Account 360 view to get insight about your customer's or partner's accounts.

You can use the Service Operations Workspace application to get an overview of how a network agent can prioritize tasks and resolve incidents.

Begin your customer journey by preparing your Proactive Service Experience Workflows environment with data models, customer data, product data, and user management tools to go live.

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.

The Technology Product Support Case feature in the Product Support for Technology application enables technology companies to provide support for digital products and services.

Use ServiceNow Otto to summarize test results for a technology product support case in Product Support for Technology.

Install the ServiceNow Otto for Telecommunications, Media, and Technology (TMT) sn_tmt_gen_ai plugin to configure and use the AI skill in Product Support for Technology.

The Technology Product Support Case application adds the Tech Product Support Case (sn_tech_product_support_case) table.

The Technology Product Support case type enables technology companies to provide support for digital products and services.

The Technology Product Support Case playbook includes stages and activities that assist agents in researching and resolving technology cases.

The Technology Product Support Case playbook provides step-by-step guidance for resolving technology cases.

The Technology product support record page provides a simplified case view in CSM Configurable Workspace that enables agents to research and resolve technology cases.

The Account health tab displays customer account health scores, trend forecasts, and performance indicators to help assess account status and renewal likelihood.

View financial insights for customer accounts in the Technology Account 360 Financials tab.

The Open work tab in the Technology Account 360 view displays work insights and open work items for the customer account.

The Overview tab in the Technology Account 360 displays touchpoints, escalations, milestones, and a daily account briefing for the customer account.

The Product adoption tab displays onboarding records, implementation status, and adoption insights for customer accounts.

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.

Use the Technology Product Support Case feature to manage and resolve customer issues for digital products and services through guided playbooks and service portal.

Reference topics provide additional information about the Technology Product Support Case feature.

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.

Learn to use the API Notification Management application.

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.

Learn how to use Technology Product Support Case feature.

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.