Engagement Settings for Proactive Engagement

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Engagement Settings for Proactive Engagement

    The Engagement Settings for Proactive Engagement allows you to configure user engagement methods for self-solving issues using Virtual Agent and Desktop Assistant as primary notification channels. If self-remediation fails, incidents can be created or users can be routed to a live agent. This functionality is crucial for enhancing user experience and operational efficiency.

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    Key Features

    • User Engagement: Choose between engaging the user or executing actions silently. Options include silent execution, notification only, or remedial action.
    • Engagement Channel: Select the channel for user notifications, including Virtual Agent, Desktop Assistant, or Email. Ensure the com.glide.cs.chatbot is installed for Virtual Agent use.
    • User Consent: Optional requirement for consent before executing actions on user devices, applicable for remedial actions and incident creation.
    • Notification Message: Customize messages sent to users to facilitate engagement.
    • Fallback Options: Specify fallback actions such as creating an incident or routing to a live agent if self-remediation fails.

    Key Outcomes

    By configuring these settings, ServiceNow customers can effectively manage user engagement during issue resolution, provide timely notifications, and ensure smooth fallback processes when necessary. This leads to improved user satisfaction and reduced downtime through proactive issue management.

    It allows you to configure and define how an end user should be engaged to self-solve the issue.

    Virtual Agent and Desktop Assistant are the notification channels used to notify the user. As a fallback, an incident can be created, or the user is routed to a live agent. The following field names are displayed in the Engagement settings tab while creating a Proactive Engagement resolution from the metric rules.

    Field name Description Options
    User engagement Decide if this resolution needs end user engagement or could be executed silently when triggered.
    • Engage user
    • Silent execution (remedial action)
    • Notification only (self-help instructions and URL).
    Note:
    Silent execution enables all users, including those without an ITSM Pro license, to perform remedial actions on their devices, even if the virtual agent is not available.
    Engagement channel Select the channel of engagement.
    Note:
    Install com.glide.cs.chatbot to avail virtual agent as the engagement channel.
    		 Virtual Agent
    Notification channel Channel where the user will be proactively notified. Configure the notification channels from sn_pren-channel-configuration from Metric rule triggering Proactive Engagement through alerts. This channel is applicable only if the engagement type is Notification only.
    • Virtual Agent
    • Desktop Assistant
    • Email Notification
    User Notification message Details the message that should be sent to engage the user. Custom message

    Example: Your device is running low on disk space. Would you like help to free up some space?
    Resolution needs consent Decide if user's consent is needed for the resolution before executing any action on the end-user device. This option is available only for Remedial Action and Create Incident resolution types. Yes/No
    User consent message Details the message where user consent is required. Custom message

    Example: Can we free up some disk space using Windows disk clean-up? This will only clear temp files and recycle bin. Your work will not be affected in any way.
    Choose email notification This option is applicable only when we select self-help instructions or URL and select Email notification as the notification channel.
    Note:
    Choose email notification is visible only for notification channel Email.
    		 Proactive Engagement notification.
    Issue display name This name will be used to identify the issue when communicating with the end user. low disk space/disconnected Zscaler
    Fallback when self-remediation is not successful. Select the fallback option that will be triggered when the resolution fails. Create incident/Route to live agent

    These engagement settings are furnished when you configure the metric rule. To configure a new metric rule, see Configuring Proactive Engagement resolutions with DEX.