---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Employee engagement experience through Proactive Engagement

# Employee engagement experience through Proactive Engagement {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
This experience details the employee engagement through the Proactive Engagement application.

Every Proactive Engagement trigger creates an experience issue record. When the metric rule with a Proactive Engagement resolution is triggered, it creates an experience issue record to start engaging with the end
user. Once the engagement is triggered, you get a notification for the issue. If the end-user consents for help, they are engaged over a Virtual Agent to self-solve the issue. Once the resolution is executed successfully, end-user confirmation is requested. If the issue is not resolved, the configured fallback option is provided. If the issue is
resolved, the end-user feedback on the experience is requested.