Proactive Engagement reference

Reference topics provide additional information about the cards, lists, and forms that help you configure and use Proactive Engagement.

• Components installed with Proactive Engagement
  Several types of components are installed with activation of the Proactive Engagement application (com.snc.self_remediation_framework), including user roles.
• Resolution for Proactive Engagement
  Resolution is information provided to the end user to self-solve the issue, or execute a remedial action on the end user device.
• Engagement Settings for Proactive Engagement
  It allows you to configure and define how an end user should be engaged to self-solve the issue. Virtual agent is the only notification channel used to engage with the user. As a fallback, an incident can be created or route to a live agent.
• Remedial action
  Remedial action is a framework. We need to install the remedial action framework to select remedial action as a resolution type.
• Limitations in Proactive Engagement
  You must be aware of a few limitations when you create a new metric rule and choose the remedial action.