--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-xanadu-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zx bundleId : - delta3zx --- # Combined Proactive Engagement release notes for upgrades from Xanadu to Zurich # Combined Proactive Engagement release notes for upgrades from Xanadu to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Proactive Engagement release notes for upgrades from Xanadu to Zurich This consolidated release notes document provides ServiceNow customers with a comprehensive summary of all updates related to Proactive Engagement from the Xanadu release through to the Zurich release. It is designed to assist customers in preparing for their upgrade by highlighting new features, changes, removals, deprecations, activation instructions, and other relevant information across these releases. Show full answer Show less ## Key Features * **Proactive Engagement Introduction (Xanadu):** Enables employees to self-resolve digital experience issues using proactive detection and resolution capabilities integrated with ServiceNow's Digital End-User Experience (DEX) solution. * **Configuration and Lifecycle Management:** Allows configuration of Proactive Engagement resolutions via Virtual Agent and Engagement settings, and management of resolution lifecycle through the Proactive Engagement workbench. * **Integration Highlights:** Seamless integration with DEX to detect issues and empower end users to resolve them proactively. ## Important Upgrade Information * No changes, removals, or deprecations were introduced to Proactive Engagement features between Xanadu and Zurich releases. * No updates were made in the Yokohama and Zurich releases. * Pre- and post-upgrade tasks should still be reviewed and completed as applicable before upgrading to Zurich. ## Activation and Requirements * To activate Proactive Engagement, customers must request installation from the ServiceNow Store and enable the following plugins: * Proactive Engagement (snpren) * DEX Application and Device Health (sndex) * Glide Virtual Agent (com.glide.cs.chatbot) * There are no new additional requirements, browser requirements, accessibility considerations, or localization updates for Proactive Engagement from Xanadu through Zurich. ## What Customers Can Expect Upgrading from Xanadu to Zurich will not introduce any new changes or disruptions to Proactive Engagement features. Customers can continue to leverage the existing capabilities to detect digital experience issues proactively and enable end-user self-resolution through integrated Virtual Agent and DEX functionality. The upgrade process involves standard activation steps and review of pre- and post-upgrade tasks to ensure smooth transition. Consolidated page of all release notes for Proactive Engagement from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Proactive Engagement release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Zurich. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading Proactive Engagement to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-proactiveengagement-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## New features Between your current release family and Zurich, new features were introduced for Proactive Engagement. {#dfrn3-proactiveengagement-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | [Exploring Proactive Engagement](https://www.servicenow.com/docs/access?context=exploring-proactive-engagement&family=xanadu&ft:locale=en-US) : 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. [Configuring Proactive Engagement resolutions with DEX](https://www.servicenow.com/docs/access?context=configuring-metric-rule&family=xanadu&ft:locale=en-US) : Engage employees through ServiceNow® Virtual Agent and configure Engagement settings to define how employees can self-solve digital experience issues. [Proactive Engagement life-cycle management](https://www.servicenow.com/docs/access?context=proactive-engagement-lcm&family=xanadu&ft:locale=en-US) : View and manage the life cycle of Proactive Engagement resolutions through the workbench. [\[Placeholder link text to key use-cases\]](https://www.servicenow.com/docs/access?context=use-cases&family=xanadu&ft:locale=en-US) : Explore and utilise the different use cases ServiceNow® has to offer as part of the Proactive Engagement base system. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Proactive Engagement features. {#dfrn3-proactiveengagement-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Removed Between your current release family and Zurich, some Proactive Engagement features or functionality were removed. {#dfrn3-proactiveengagement-summary__entry__26} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some Proactive Engagement features or functionality were deprecated. {#dfrn3-proactiveengagement-summary__entry__34} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate Proactive Engagement. {#dfrn3-proactiveengagement-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | 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) Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes.](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=xanadu&ft:locale=en-US) | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Proactive Engagement we have noted them here. {#dfrn3-proactiveengagement-summary__entry__50} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Proactive Engagement we have noted them here. {#dfrn3-proactiveengagement-summary__entry__58} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Proactive Engagement, such as specific requirements or compliance levels. {#dfrn3-proactiveengagement-summary__entry__66} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Proactive Engagement we have noted them here. {#dfrn3-proactiveengagement-summary__entry__74} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Proactive Engagement we have noted them here. {#dfrn3-proactiveengagement-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | * 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 [Proactive Engagement](https://www.servicenow.com/docs/access?context=proactive-engagement-landing-page&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ]