let's learn about the benefits of proactive service experience workflows or PSW for technology and Telecom service providers and see it in action in the service operations workspace PSW is an application within technical provider service management that delivers purpose-built technical support workflows for your customers including incident escalation and incident and change Auto resolution let's look at its benefits first it identifies customer impact when something breaks or when a change is required it automatically surfaces who is impacted not just what second it generates proactive cases including major cases for incident scenarios and sends updates via configurable notifications third it supports Communications with multiple customers in the service operations workspace fourth it escalates incidents to higher level support teams when the threshold is met and fifth it provides complete customer Insight with operations account 360 showing who customers are what they've bought and what tasks are occurring in their accounts in our example Alex is an infrastructure engineer at salch and he provides back office Operational Support from the service operations workspace Alex examines an incident created when event management detected an anomaly he sees in the impact section that one configuration item or CI and three customer accounts are affected Alex selects the affected accounts card to to display the list he also notices that no cases have yet been created by selecting the cases card Alex can access the generate proactive cases button from the cases list Alex selects the button to generate a case for each affected account and potentially a major case as well depending on the configurable threshold this enables operations to focus on restoring service while simultaneously giving them the ability to make both customer support and customers aware of active performance or application issues Alex wants to notify selected customers about the incident the notify customers button enables him to send a targeted message from the incident record directly to selected customers this streamlines the troubleshooting and resolution process while customer support focuses on handling inbound Omni Channel support he enters a message which is added to the activity stream of the incident Alex can get more information about customer accounts with the operations account 360 view in service operations workspace one way to access a customer account is to click the affected accounts card and click an account name in the list to open the view the account overview tab displays the key internal and external stakeholders it also shows everything known about the customer including contracts entitlements CET escalations sold products install base assets and CIS here Alex accesses the list of the customer CIS back on the account overview tab under ongoing technical support work Alex can see what operational tasks and activities are taking place all within the service operations workspace psew streamlines your customer support reduces workload on your front end and backend teams and provides detailed customer information with the operations account 360 view to learn more see our product documentation or knowledge base or ask a question in the service now community