Resolution for Proactive Engagement

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Resolution is information provided to the end user to self-solve the issue, or execute a remedial action on the end user device.

    The resolution information is provided to the end user through the following methods:

    Resolution Type Description
    Remedial Action Remedial action triggers an action on the end user device.
    Create Incident Create incident to resolve the issue where ServiceNow Digital End-User Experience will detect the issue based on the metric rule and create an incident with details so the agent can resolve the issue.
    Self-help instructions Set of instructions for the user to follow and resolve the issue.
    URL Link to any page (including KB articles) with details on how to resolve the issue.