---
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


---

# Employee engagement experience through Proactive Engagement

# Employee engagement 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  
The Proactive Engagement application engages end users when a device issue is detected and guides them to resolve the issue themselves.

Every Proactive Engagement trigger creates an experience issue record. When the metric rule with a Proactive Engagement resolution is triggered, it creates an experience issue record to start engaging with the end
user. After the engagement is triggered, you get a notification for the issue. If the end user consents to help, they are engaged over a Virtual Agent to self-solve the issue. After the resolution is executed successfully, end-user confirmation is requested. If the issue is not resolved, the configured fallback option is provided. If the issue is
resolved, the end-user feedback on the experience is requested.