Combined Proactive Engagement release notes for upgrades from Xanadu to Australia

  • Release version: Australia
  • Updated May 4, 2026
  • 3 minutes to read
  • Consolidated page of all release notes for Proactive Engagement from Xanadu to Australia.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family Proactive Engagement release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Australia.

    Tip:
    If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

    Important information for upgrading Proactive Engagement to Australia

    Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.

    Release Release notes

    Xanadu

    No updates for this release.

    Yokohama

    No updates for this release.

    Zurich

    No updates for this release.

    Australia

    No updates for this release.

    New features

    Between your current release family and Australia, new features were introduced for Proactive Engagement.

    Release Release notes

    Xanadu

    Exploring Proactive Engagement
    Use Proactive Engagement to empower employees to self-solve digital experience issues by using the proactive issue detection and resolution capability of Digital End-User Experience.
    Configuring Proactive Engagement resolutions with DEX
    Engage employees through ServiceNow® Virtual Agent and configure Engagement settings to define how employees can self-solve digital experience issues.
    Proactive Engagement life-cycle management
    View and manage the life cycle of Proactive Engagement resolutions through the workbench.
    [Placeholder link text to key use-cases]
    Explore and utilise the different use cases ServiceNow® has to offer as part of the Proactive Engagement base system.

    Yokohama

    No updates for this release.

    Zurich

    No updates for this release.

    Australia

    No updates for this release.

    Changes

    Between your current release family and Australia, some changes were made to existing Proactive Engagement features.

    Release Release notes

    Xanadu

    No updates for this release.

    Yokohama

    No updates for this release.

    Zurich

    No updates for this release.

    Australia

    No updates for this release.

    Removed

    Between your current release family and Australia, some Proactive Engagement features or functionality were removed.

    Release Release notes

    Xanadu

    No updates for this release.

    Yokohama

    No updates for this release.

    Zurich

    No updates for this release.

    Australia

    No updates for this release.

    Deprecations

    Between your current release family and Australia, some Proactive Engagement features or functionality were deprecated.

    Release Release notes

    Xanadu

    No updates for this release.

    Yokohama

    No updates for this release.

    Zurich

    No updates for this release.

    Australia

    No updates for this release.

    Activation information

    Review information on how to activate Proactive Engagement.

    Release Release notes

    Xanadu

    Install Proactive Engagement by requesting it from the ServiceNow Store. Activate the following plugins:
    • Proactive Engagement (sn_pren)
    • DEX Application and Device Health (sn_dex)
    • Glide Virtual Agent (com.glide.cs.chatbot)
    Visit the ServiceNow Store website 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.

    Yokohama

    No updates for this release.

    Zurich

    No updates for this release.

    Australia

    No updates for this release.

    Additional requirements

    If any additional requirements were introduced or changed for Proactive Engagement we have noted them here.

    Release Release notes

    Xanadu

    No updates for this release.

    Yokohama

    No updates for this release.

    Zurich

    No updates for this release.

    Australia

    No updates for this release.

    Browser requirements

    If any specific browser requirements were introduced or changed for Proactive Engagement we have noted them here.

    Release Release notes

    Xanadu

    No updates for this release.

    Yokohama

    No updates for this release.

    Zurich

    No updates for this release.

    Australia

    No updates for this release.

    Accessibility information

    Review details on accessibility information for Proactive Engagement, such as specific requirements or compliance levels.

    Release Release notes

    Xanadu

    No updates for this release.

    Yokohama

    No updates for this release.

    Zurich

    No updates for this release.

    Australia

    No updates for this release.

    Localization information

    If there are specific localization considerations for Proactive Engagement we have noted them here.

    Release Release notes

    Xanadu

    No updates for this release.

    Yokohama

    No updates for this release.

    Zurich

    No updates for this release.

    Australia

    No updates for this release.

    Highlight information

    If there are specific highlight considerations for Proactive Engagement we have noted them here.

    Release Release notes

    Xanadu

    • Proactive Engagement integrates with the ServiceNow® Digital End-User Experience (DEX) solution to proactively detect issues and enable end users to resolve them.
    • Configure the DEX metric rule and Proactive Engagement resolution with Engagement settings.
    • Use the Proactive Engagement workbench experience for lifecycle management of resolutions.

    See Proactive Engagement for more information.

    Yokohama

    No updates for this release.

    Zurich

    No updates for this release.

    Australia

    No updates for this release.