---
sourceDocument: Brazil IT Operations Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Operations Management

ft:clusterId :

    - itom

bundleId :

    - itom

workflow :

    - Technology


---

# Agent experience through Proactive Engagement

# Agent experience through Proactive Engagement {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
When a Proactive Engagement resolution doesn't resolve an end-user device issue, a fallback incident reaches an agent, who can review the interaction summary to continue troubleshooting.

Proactive Engagement executes a set of resolutions on the end-user device. If the resolution doesn't resolve the issue, as one of the fallback options, the incident created reaches the agent.

The agents can refer to the interaction summary which includes the resolution executed and the outcome or state of the execution.

The reason for failure could be resolution execution failure or if the employee marks the issue as unresolved and requires further assistance. This interaction summary is available in the work notes of the incident record created as a
fallback.

The agents can refer to the experience issue that is tagged as the Origin of the incidents created as a fallback.