0
3.0.0
Yokohama Patch 1, Yokohama, Xanadu Patch 1, Xanadu, Washington DC Patch 1, Washington DC, Vancouver Patch 4
Proactive Engagement helps an organization improve employee digital experience, productivity, and satisfaction by proactively enabling employees to self-solve digital issues they experience on a day-to-day basis. The self-remediation process is seamless and helps deflect many end user incidents without the organization having to publish all solution sets.
- Enables employees to self-solve digital experience issues by leveraging the proactive issue detection and resolution capability of the ServiceNow Digital End-user Experience product.
- Engages employees to provide a seamless resolution through remedial actions (automations) and self-service content.
- Provides quick scaling and consistent support for increasing the range of applications through lifecycle management of resolution content.
- Proactive Engagement on Desktop Assistant
- Inform employees by providing any self-help instructions or notifications by Desktop Assistant and email as the two new notification channels along with the existing Virtual Agent option.
- Explore what Proactive Engagement has to offer with new use cases as part of the base system. The new use cases include poor Wi-Fi connectivity, device crash, app crash, app freeze, Jamf execution, and disconnected Zscaler.
- User criteria help in grouping the users based on certain conditions. You can set the user criteria settings through Proactive Engagement.
- Depending on the remedial action chosen from the list while creating a new metric rule, specific input parameters are listed which fetch a static input.
- Get insights into the application performance and usage data for specific applications. Track metrics for app freeze which shares the number of application freezes for a particular application in the last five hours.
Required plugins and products
- Proactive Engagement (sn_pren)
- Digital End-User Experience (DEX) Application and Device Health (sn_dex)
- Glide Virtual Agent (com.glide.cs.chatbot)