About this Course
Proactive Service Experience Workflows is an application that aids in addressing network-initiated incidents and proactively informing affected customers. It enhances the Incident Management application by focusing on common SD-WAN service issues detected by network management systems. The key functionalities include:
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Creating Incidents: You can create incident records in Proactive Service Experience Workflows to document customer-reported issues.
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Identifying Incident Details: The application helps identify essential incident details, streamlining the troubleshooting process.
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Creating Cases: Cases can be generated from incident records, allowing for the identification and resolution of network issues affecting enterprise customers.
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Decision Builder: Utilizing Decision Builder, you can define escalation stages for incidents, ensuring efficient incident management.
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Escalation: Incidents can be escalated to involve more experienced resources, expediting issue resolution.
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Account Insights: Technical support teams can access customer/partner account insights using the Operations Account 360 view within the Proactive Service Experience Workflows application through the Service Operations Workspace.
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Change Request Cases: You can create cases from change requests to notify customers of service outages and their resolution after implementing changes.
In summary, Proactive Service Experience Workflows is a comprehensive tool for managing network incidents, improving customer support, and streamlining incident resolution processes.
Objective
- Understand the purpose and functionality of Proactive Service Experience Workflows application in addressing network-initiated incidents and proactively informing affected customers.
- Learn how to create incident records within the Proactive Service Experience Workflows application to document customer-reported issues effectively.
- Identify essential incident details using the application to streamline the troubleshooting process and enhance incident management.
- Gain proficiency in generating cases from incident records to identify and resolve network issues affecting enterprise customers efficiently.
- Utilize the Decision Builder feature to define escalation stages for incidents and ensure effective incident management.
- Learn how to escalate incidents to involve more experienced resources for expedited issue resolution.
- Access customer/partner account insights through the Operations Account 360 view within the Proactive Service Experience Workflows application using the Service Operations Workspace.
- Understand the process of creating cases from change requests to notify customers of service outages and their resolution after implementing changes.
- Appreciate the role of Proactive Service Experience Workflows in comprehensive network incident management, improving customer support, and streamlining incident resolution processes.
- Develop practical skills in using the Proactive Service Experience Workflows application to enhance proactive service delivery and customer satisfaction in the context of network management.