Components installed with Proactive Engagement

Release version: Washingtondc

Updated July 1, 2024

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Summary of Components installed with Proactive Engagement

The Proactive Engagement application in ServiceNow installs several components, including user roles and tables, to facilitate self-remediation for end-users. This application enables organizations to engage users proactively to resolve issues, enhancing service efficiency and user experience.

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Key Features

User Roles: Specific roles are created to manage and deploy engagement strategies, including:
- Solution Provider: Manages issue registry templates and resolutions.
- Engagement Admin: Responsible for deploying templates and configuring engagement settings.
- Issue Registry Template Writer: Can create and edit issue registry templates.
- Issue Registry Writer: Can manage issue registry records.
Tables Installed: Key tables include:
- Proactive Engagement Provider: Stores details about the DEX solution provider.
- Issue Registry Templates: Contains templates for user engagement regarding potential issues.
- Issue Registries: Holds issues chosen for end-user self-resolution.
- Resolutions: Records actions to be executed upon threshold breaches.
- Notification Content: Manages notification settings related to user engagement.
- Experience Issues: Logs data related to user engagement and resolution states.
- Experience Issue Alert: Maps alerts to experience issues for tracking.

Key Outcomes

By utilizing these components, ServiceNow customers can effectively configure proactive engagement strategies, allowing end-users to self-solve issues, thereby improving resolution times and overall service quality. The structured roles and tables ensure that users have the necessary permissions and information to manage the engagement process efficiently.

Several types of components are installed with activation of the Proactive Engagement application (com.snc.self_remediation_framework), including user roles.

Roles installed with ServiceNow Proactive Engagement

Note:

The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

Table 1. Roles installed with Proactive Engagement
Role title [name]	Contains Roles	Description
sn_pren.solution_provider	sn_pren.issue_registry_template_write	This persona is responsible for creating the Issue registry template, Resolution, and Resolution prompt records.
sn_pren.engagement_admin	sn_pren.issue_registry_write sn_pren.experience_issue_read sn_pren.issue_registry_template_write	This persona is responsible for deploying the Issue registry templates. Configuring the engagement settings, notification channels and fallback. Create a custom resolution and notification for an existing template. Note: SOW user role is required to access the Proactive Engagement workbench.
sn_pren.issue_registry_template_write	None	Can create/edit/read/delete the Issue Registry Template records Resolution records Notification Content records
sn_pren.issue_registry_write	None	Can create/edit/read/delete the Issue Registry Issue Registry Template records Resolution records Notification Content records
sn_pren.solution_provider	None	Can read Experience Issue records

Tables installed


Table	Table name	Description
Proactive engagement provider	sn_pren_provider	Record used to maintain the details of the DEX solution provider such as name and provider code. As of today, we only have Servicenow as the provider.
Issue Registry Templates	sn_pren_issue_registry_template	This table stores all the end-user issues for which a customer could potentially engage the end-user to self-solve in case of an issue occurrence. Issue registry template records can either come from a third-party DEX/DEX provider or be created directly by the customer, with a reference to the provider. This table specifies the resolution for the issue and how the end user should be engaged, and it holds descriptive fields for the issue, such as Short Description and Description. Additionally, it contains a Unique Issue Code, which is a combination of the Provider Code and Issue Code, ensuring uniqueness across all template records for a customer.
Issue Registries	sn_pren_issue_registry	This table holds all the issues that the customer has chosen for end-user self-solution. An Issue Registry record is created by deploying the Issue Registry template record. Simply having the Issue Registry template record does not make the issue eligible for self-solving; the Engagement Admin must deploy the template to create the Issue Registry record. The table stores all the configurations deployed by the customer, including details on whether a custom resolution and notification were configured by the customer, engagement settings, notification channel settings, fallback options, and template parity status.
Resolutions	sn_pren_resolution	Record used to store the resolutions configured to be executed when a threshold breach occurs, as per the metric rule configuration. This record could include a self-help instruction with defined steps, a URL with a specified link, a remedial action with a reference to the configured remedial action, or of type incident creation.
Notification content	sn_pren_notification_content	Record used to maintain the notification settings such as notification prompt message and resolution consent prompt
Experience Issues	sn_pren_experience_issue	Experience issue record is created once the engagement is initiated with the end-user. This stores data such as user info, State of the resolution execution, end reason state, fallback result (if triggered), investigative details, etc. This record will be the source of truth for any proactive engagement with end-user.
Experience issue alert	sn_pren_experience_issue_m2m_alert	Record used to create a log of the alert that caused experience issue. This is a mapping table between alert and experience issues, with details on count of throttled users and throttling reason.