Proactive Service Experience Workflows

Overview

Using connected-product and telemetry data to get ahead of customer problems — detecting issues on a customer's equipment and acting (notifying, creating a case, dispatching a technician) before the customer even reports it. Bridges CSM, FSM, and IoT/telemetry.

Modules in this family

Proactive Service Experience — detect and resolve customer issues before they're reported

Modules in this family

Proactive Service Experience

Turning a customer's product telemetry into action before they call. When a connected product reports trouble, ServiceNow can notify the customer, open a case, or dispatch a technician automatically — shifting support from reactive to proactive.

Official docs: Proactive Service Experience Workflows ↗