Combined Proactive Engagement release notes for upgrades from Xanadu to Zurich
Summarize
Summary of Combined Proactive Engagement Release Notes for Upgrades from Xanadu to Zurich
This consolidated release notes document helps ServiceNow customers understand the changes, new features, and upgrade considerations for Proactive Engagement when moving from the Xanadu release family to Zurich. It combines all relevant information across intermediate releases to provide a streamlined upgrade preparation guide.
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Key Features
- Proactive Issue Detection and Resolution: Proactive Engagement integrates with the Digital End-User Experience (DEX) solution, enabling employees to self-solve digital experience issues through proactive detection.
- Virtual Agent Integration: Employees can engage with ServiceNow® Virtual Agent configured through Engagement settings to resolve issues independently.
- Life-cycle Management: The Proactive Engagement workbench allows administrators to view and manage the entire lifecycle of resolution processes.
- Activation Requirements: To activate Proactive Engagement, customers must request it from the ServiceNow Store and enable the following plugins: Proactive Engagement (snpren), DEX Application and Device Health (sndex), and Glide Virtual Agent (com.glide.cs.chatbot).
Upgrade and Change Information
- No updates, changes, removals, or deprecations were introduced between the Xanadu, Yokohama, and Zurich releases for Proactive Engagement features.
- There are no new browser, accessibility, localization, or additional requirements introduced in Zurich for Proactive Engagement.
- Before upgrading to Zurich, customers should review and complete any necessary pre- and post-upgrade tasks related to Proactive Engagement.
Why This Matters
This release notes consolidation simplifies upgrade planning by confirming that Proactive Engagement’s core capabilities remain stable and supported throughout the upgrade path. Customers can confidently continue using proactive digital experience solutions with minimal disruption, ensuring ongoing employee empowerment through self-service issue resolution.
What to Expect
- Consistent functionality of Proactive Engagement features from Xanadu through Zurich.
- Seamless integration with Digital End-User Experience tools and Virtual Agent capabilities for issue detection and resolution.
- A clear activation path via the ServiceNow Store and plugin management for ready deployment.
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.
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.
| 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.
| Release | Release notes |
|---|---|
Xanadu |
|
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.
| 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.
| 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.
| 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.
| Release | Release notes |
|---|---|
Xanadu |
Install Proactive Engagement by requesting it from the ServiceNow Store. Activate the following plugins:
|
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.
| 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.
| 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.
| 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.
| 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.
| Release | Release notes |
|---|---|
Xanadu |
See Proactive Engagement for more information. |
Yokohama |
No updates for this release. |
Zurich |
No updates for this release. |