The ServiceNow® Proactive Service Experience Workflows application empowers your technical support teams with the insights and tools to provide fast, transparent, proactive service to customers. It helps you identify the impacted customers, communicate directly with them, escalate if needed, and auto-generate cases to faster issue resolution. Proactive Service Experience Workflows was enhanced and updated in the Vancouver release.

Proactive Service Experience Workflows highlights for the Vancouver release

Update your affected accounts automatically when configuration items are added or removed, eliminating the need for manual identification.

See Proactive Service Experience Workflows for more information.

Important: Proactive Service Experience Workflows is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

Changed in this release

Automation of affected accounts
The Identify affected accounts option has been removed from the Incident Overview page. When a configuration item is added or removed, the affected accounts and services are automatically updated.

Activation information

Install Proactive Service Experience Workflows by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

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