Proactive Engagement release notes
The ServiceNow® Proactive Engagement application helps organizations improve their employee digital experience, productivity, and satisfaction by proactively enabling employees to self-solve digital issues that they experience on a day-to-day basis. Proactive Engagement is a new application in the Xanadu release.
Proactive Engagement highlights for the Xanadu release
- Proactive Engagement integrates with the ServiceNow® Digital End-User Experience (DEX) solution to proactively detect issues and enable end users to resolve them.
- Configure the DEX metric rule and Proactive Engagement resolution with Engagement settings.
- Use the Proactive Engagement workbench experience for lifecycle management of resolutions.
See for more information.
Proactive Engagement features
- Use Proactive Engagement to empower employees to self-solve digital experience issues by using the proactive issue detection and resolution capability of Digital End-User Experience.
- Engage employees through ServiceNow® Virtual Agent and configure Engagement settings to define how employees can self-solve digital experience issues.
- View and manage the life cycle of Proactive Engagement resolutions through the workbench.
- Explore and utilise the different use cases ServiceNow® has to offer as part of the Proactive Engagement base system.
Activation information
Install Proactive Engagement by requesting it from the ServiceNow Store. Activate the following plugins:
- Proactive Engagement (sn_pren)
- DEX Application and Device Health (sn_dex)
- Glide Virtual Agent (com.glide.cs.chatbot)