Proactive Prompts enables contextual and proactive engagement for managers and employees by bringing actionable insights as prompts into their flow of work.
Following are a few key benefits of Proactive Prompts:
- Drive engagement
- Boost productivity
- Accessibility
With Proactive Prompts along with ManagerHub, you can Proactively send Managers 'micro insights' based on current situations with the team in the 'Flow of work'.
With Proactive Prompts along with CareerHub, you can proactively send Employees and Managers suggestions that can help with their growth and development.
Includes OOB suggestions for Manager Hub and Career Hub portals with data driven triggers.
Drive engagement
Drive proactive experiences to enable positive habit formation for managers and employees through continuous micro-actions from messaging channels. For example, encouraging managers to adopt Journeys and other ServiceNow features.
Boost productivity
Define and empower managers to receive timely bite-sized insights and drive positive actions. Enable employees to stay on task by meeting them in their workflow. For example, insights and actions on the Manager Hub portal. Create reminders in Employee Journey Management to enable employees to stay on task by prompting them in their flow of work.
Accessibility
Effective engagement for managers and employees when prompts are displayed on the most reachable channels like Microsoft Teams. Activate employees by sending bite sized prompts in their natural workspaces, thus meeting them in their 'flow of work'.
Problem:
Accessibility (A11y) issues were identified in the Proactive Prompt section for creating and updating growth plan prompts, affecting usability on the Career Hub page.
- New: Introduced accessibility enhancements to the prompt UI for better screen reader and keyboard navigation support.
- Changed: Updated the markup and ARIA attributes in the prompt widgets to align with accessibility standards.
- Fixed: Resolved A11y errors that previously caused incorrect behavior when navigating the prompt section.
- Removed: Eliminated non-compliant HTML elements that interfered with assistive technologies.
Problem:
An RCA privilege issue was found in the “Review Developing Skills” widget, where the RCA status was incorrectly marked as “Requested,” causing test failures across multiple flows.
- New: Added the missing RCA entry to the inclusion list for the “PromptUtils” script include.
- Changed: Adjusted RCA privilege evaluation logic to correctly reflect the intended access level.
- Fixed: Corrected the RCA status to prevent test failures in skills review and enrollment flows.
- Removed: Removed the incorrect RCA privilege mapping that led to the misclassification.
Problem:
Tooltips were incorrectly displayed across the entire prompt container and modal, rather than only on the intended text elements.
- New: Introduced scoped tooltip behavior to limit hover effects to specific text elements.
- Changed: Modified the HTML structure and title attributes to prevent unintended tooltip propagation.
- Fixed: Resolved the issue where tooltips appeared across the entire container and modal overlays.
- Removed: Removed global title attributes from container elements that caused excessive tooltip display.
Problem:
Prompt notifications generated without actions in Now Assist for VA were missing the expected 'Dismiss' option due to lack of LLM-based action support.
- New: Introduced support for LLM-based 'Dismiss' actions in prompt notifications with no predefined actions.
- Changed: Updated the prompt generation logic to include both 'Mark as done' and 'Dismiss' actions when applicable.
- Fixed: Resolved the issue where notifications only displayed a single action, improving user interaction consistency.
- Removed: Removed the limitation that excluded LLM-based dismiss actions from prompts lacking explicit actions.
Problem:
The signal name was not appearing in the action modal for various prompt actions (e.g., chat, email, meeting), leading to confusion for end users.
- New: Added dynamic rendering of signal names in action modals across all supported prompt actions.
- Changed: Modified the modal template to include signal metadata for better context.
- Fixed: Corrected the UI behavior to ensure signal names are consistently displayed during user interactions.
- Removed: Removed the placeholder-only modal structure that previously omitted signal identifiers.
Problem:
The signal_config_field_messages.jsdbx file was not cache-busted, leading to outdated content being served on UI pages.
- New: Appended glide.builddate to all relevant .jsdbx file references to enable cache busting.
- Changed: Updated UI scripts and client scripts to dynamically load the latest version of the configuration file.
- Fixed: Ensured that users always receive the most current configuration data by preventing stale caching.
- Removed: Removed static references to the .jsdbx file that bypassed cache validation.
Problem:
The “Suggestions for you and your team” widget in Manager Hub did not match the Coral theme styling, creating visual inconsistencies.
- New: Applied $brand-primary-opacity as the background color to align with Coral theme specifications.
- Changed: Updated the widget’s CSS to reflect the correct theme variable for background styling.
- Fixed: Corrected theming discrepancies to ensure visual consistency with the Coral design system.
- Removed: Removed the previous hardcoded background color that conflicted with Coral theme guidelines.
Problem:
The background color for a section in Manager Hub did not comply with Coral theme standards, using an outdated color code.
- New: Introduced the correct Coral theme color #E5F2F6 for the affected UI section.
- Changed: Replaced the previous color code #BDDEE740 with the updated Coral-compliant value.
- Fixed: Resolved visual inconsistencies by aligning the UI with the approved Coral theme palette.
- Removed: Removed the deprecated color styling that was inconsistent with the latest design specifications.
Required plugins and products
- Glide Virtual Agent (com.glide.cs.chatbot)
- Employee Center Pro (com.snc.employee_center_pro) - for portal actions and widgets
- Microsoft Integrations – Core (com.snc.ms_teams) - for start chat action (optional)