Proactive Action form

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Proactive Action form

    The Proactive Action form is utilized when creating a Proactive Triggers rule in ServiceNow. It allows you to define specific actions that can be applied to various user groups, enhancing user engagement and responsiveness within the platform.

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    Key Features

    • Name: Title for the action associated with the rule.
    • Description: Details on the action to be executed.
    • Applies to: Defines the user group the action targets (e.g., All Users, Guest Users). Unique settings for each rule are required.
    • Model Type: Specifies the type (LLM or NLU/Keyword) if Now Assist is enabled.
    • Topic: Selects from active Virtual Agent topics that will run when users receive the Proactive Triggers message.
    • Active: Option to activate the action.
    • Order: Determines the sequence of action application; lower numbers are prioritized.
    • Rule: The specific rule associated with the action.
    • Select variables from: Provides options to reference trigger types or user attributes for the message.
    • Message: The content users see when the action is triggered, customizable through an HTML editor.
    • Tagline: The introductory text displayed above created buttons, defaulted to "Suggested for you."

    Key Outcomes

    By effectively utilizing the Proactive Action form, ServiceNow customers can enhance user interaction through tailored actions based on user criteria. This customization leads to improved user experience and engagement, as end users receive relevant messages and actions aligned with their needs.

    When creating a Proactive Triggers rule, the Proactive Action form includes the following fields.

    Table 1. Proactive Action form
    Field Description
    Name Name of the action that you want to associate with a rule.
    Description Description of the action to be applied.
    Applies to The set of end users to which this action applies. For example, you can apply an action to any Any Users or Guest Users user criteria. Use the lookup using list icon (Lookup using list con.) to select the user. The Applies to settings must be unique for the actions for each rule.

    To create a user criteria record, see Create a user criteria record for Service Portal.

    Note:
    If you don't specify a user, this rule is applied to all users.
    Model Type Topic type, either an LLM or NLU/Keyword value, that is associated with the Proactive Triggers action. This field is only applicable if Now Assist is installed and enabled.
    Topic List of Virtual Agent topics available. The selected topic runs when end users open the Proactive Triggers message.
    Note:
    Only the topics that are active and published appear in the list. System topics aren't included in the topics list.

    (For Message that launches a virtual agent topic actions only.)
    Active Option to activate the action.
    Order Order of when a Proactive Triggers action is to be applied. If there's more than one action, the actions with lower numbers are applied first.
    Rule Rule to which this action applies.
    Select variables from Option for choosing from a list of variables to use in the message. Choices are:
    • Trigger Type: References the trigger type table selected for the rule.
    • User: References the user table. Uses the attributes in the user table for the Proactive Triggers message.
    Message Text that the end users see when the action is applied. To enter the text, you can:
    • Use the tools and options of the HTML editor.
      Note:
      Support for using the link button may be included in future releases.
    • Use variables (Trigger Type or User).
    Tagline Text that the end users see above the buttons that you've created. The default tagline text is Suggested for you.

    (For Message that launches a selection of virtual agent topics actions only.)