---
title: Exploring the Product Support for Technology
description: 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.
locale: en-US
release: australia
product: Product Support for Technology
classification: product-support-for-technology
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 4
breadcrumb: [Product Support for Technology]
---

# Exploring the Product Support for Technology

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.

## Request apps on the Store

Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://docs.servicenow.com/bundle/store-release-notes/page/release-notes/store/sn-store-release-notes.html).

## Product Support for Technology capabilities

Watch this short video for an introduction to the Proactive Service Experience Workflows application.

Proactive Service Experience Workflow overview 

Product Support for Technology deliver end-to-end support, while understanding customer impact, and offering transparent communication to all parties involved in the support process. Telecommunications, media, or technology service providers can:

|Capabilities|Feature|
|------------|-------|
|Identify affected customer accounts based on one or more configuration items associated with upstream services that are tied to an install base.|[About identifying affected accounts with Proactive Service Experience Workflows in Incident Management](psew-identify-act-incident.md)|
|With Operations Account 360, use data from ITSM and CSM to drill down into customer accounts and visualize key information about the account.|[Reviewing customer or partner accounts in Proactive Service Experience Workflows](reviewing-customer-accounts-360.md)|
|Generate proactive cases that include synchronizations of certain fields on case insert, incident resolution, or closure of a change request.|[Redirection to the right case type](../task/generate-proactive-cases.md)|
|Reduce administrative setup and overhead with enhanced incident and change request forms in the Service Operations Workspace.|[Create a case from a change request](../task/psew-impact-change.md)|
|Provide capabilities for technical support agents to communicate with external customers without navigating between incident or change requests, and associated case records.|[About identifying affected accounts with Proactive Service Experience Workflows in Incident Management](psew-identify-act-incident.md)|
|Use five unique Workflow Studio flows that can be modified to suit your business needs.|[Proactive Service Experience Workflows architecture](architecture-assurance-workflows.md)|
|Escalate incidents for faster action based on a preconfigured decision table.|[About escalating incidents](psew-escalate-incident.md)|
|Create incident records from certain API clients based on TM Forum TMF621 Rest API standards.|[Create an incident in Proactive Service Experience Workflows](../task/create-an-incident-proactive.md)|
|Use dedicated roles that enable technical support agents to see both ITSM and CSM and applications.|[Components installed with Customer Service Problem Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/telecom-media-technology/spm-components.md)|
|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.|[Handling API notifications](handling-trouble-ticket-notifications.md)|

For information about the architectural components of the Proactive Service Experience Workflows application, see [Proactive Service Experience Workflows architecture](architecture-assurance-workflows.md).

-   **[Proactive Service Experience Workflows architecture](architecture-assurance-workflows.md)**  
There are multiple components that make up the architecture of the Proactive Service Experience Workflows application.
-   **[Proactive Service Experience Workflows and Incident Management within the Service Operations Workspace](../reference/service-operations-workspace-proactive.md)**  
You can use the Service Operations Workspace application to get an overview of how a network agent can prioritize tasks and resolve incidents.
-   **[Exploring Technology Product Support Case](tech-product-support-case-app.md)**  
The Technology Product Support Case application enables technology companies to provide support for digital products and services.

**Parent Topic:**[Product Support for Technology](assurance-workflows.md)