{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":42864,"path":"proactive-service-exp-workflows/product-support-for-technology/glossary-psew.md","title":"Glossary Proactive Service Experience Workflows","bundle":null,"doc_type":null,"release":"australia","body":"\n# Glossary Proactive Service Experience Workflows\n\nLearn about the terms and concepts that are unique to Proactive Service Experience Workflows.\n\n## A\n\nGlossary terms are grouped alphabetically.\n\n### assignment groups\n\nPredefined groups of users responsible for different levels of incident management, such as Network Coordinators, L1 Network Engineering, L2 Network Engineering, and L3 Network Engineering.\n\n## C\n\nGlossary terms are grouped alphabetically.\n\n### configuration item \\(CI\\)\n\nA physical entity, such as a computer or router; a logical entity, such as an instance of a database; or a conceptual entity, such as a requisition service. CIs can be managed and tracked through Configuration Management and stored in the Configuration Management database \\(CMDB\\).\n\n### customer satisfaction \\(CSAT\\)\n\nA metric that measures the satisfaction of customers with the service provided, often used to evaluate the performance of support teams.\n\n## D\n\nGlossary terms are grouped alphabetically.\n\n### decision table\n\nA table used to determine which subflow to generate at certain escalation points based on predefined conditions.\n\n### domain separation\n\nA process to separate data, processes, and administrative tasks into logical groupings called domains. Admins can then control the information available to each domain, including which users can see and access the data. Typically used only in Multiple Service Provider \\(MSP\\) organizations.\n\n## E\n\nGlossary terms are grouped alphabetically.\n\n### escalation\n\nThe process of moving an incident to a higher level of support for faster resolution. PSEW includes predefined stages of escalation: Triage, L1 investigation, L2 investigation, L3 investigation, and Resolution. To learn more, see [About escalating incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/psew-escalate-incident.md).\n\n## H\n\nGlossary terms are grouped alphabetically.\n\n### hermes kafka\n\nA messaging service used to publish outbound notifications to external systems, particularly for cloud customers. To learn more, see [Producing outbound API notifications using Hermes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/hermes-stream-connect-kafka-workflow.md).\n\n## I\n\nGlossary terms are grouped alphabetically.\n\n### incident\n\nA record that documents a disruption or potential disruption to a service.\n\n## K\n\nGlossary terms are grouped alphabetically.\n\n### KPI\n\nKPI can be a synonym for indicator, or it can refer to a unique combination of an indicator with specific breakdown elements.\n\n## M\n\nGlossary terms are grouped alphabetically.\n\n### major case\n\nA case that contains information about an issue that impacts multiple customers, like a system-wide outage. A major case is not associated with any accounts, contacts, or consumers. Any customer-specific information is in the associated child cases. A major case is also called a parent case.\n\n## O\n\nGlossary terms are grouped alphabetically.\n\n### operations account 360\n\nA view within the Service Operations Workspace that provides a comprehensive overview of a customer's or partner's account, including key contacts, products, services, and performance metrics. To learn more, see [Service delivery overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/account-360-analytics-dashboard.md).\n\n### open message bus\n\nA message-bus agnostic framework that supports publishing notifications to any open message bus, suitable for both cloud and on-premise customers.\n\n## P\n\nGlossary terms are grouped alphabetically.\n\n### proactive case\n\nA case automatically generated to proactively notify and address impacted customers before they report an issue.\n\n## S\n\nGlossary terms are grouped alphabetically.\n\n### Service Level Agreement \\(SLA\\)\n\nA contractual commitment defining service performance standards and service availability guarantees. In Sales Order Management for Telecommunications, global service-agnostic SLAs are negotiated at the sales agreement level and cascade to all service contracts and service orders.\n\n### service operations workspace\n\nA dedicated workspace within ServiceNow where technical support agents can manage and resolve incidents, view affected accounts, and communicate with customers.\n\n## T\n\nGlossary terms are grouped alphabetically.\n\n### TMF 621 rest API\n\nA standard API that is used to create incident records from external systems, enabling integration with network management systems. To learn more, see [Trouble Ticket Open API](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/api-reference/trouble-ticket-open-api.md).\n\n### trouble ticket notification\n\nA feature that sends notifications to third-party systems about incidents or cases created in ServiceNow, either reactively or proactively. To learn more, see [Exploring API Notification Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/handling-trouble-ticket-notifications.md).\n\n## W\n\nGlossary terms are grouped alphabetically.\n\n### workflow studio\n\nA tool used to create and modify workflows, including subflows for different assignment groups and levels of escalation.\n\n"}}