---
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


---

# Proactive Engagement

# Proactive Engagement {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Proactive Engagement assists organizations to improve employee productivity and satisfaction by proactively detecting and enabling
employees to self-solve digital experience issues on a day-to-day basis.

## Proactive Engagement overview {#proactive-engagement-landing-page__section_svp_xgb_p1c}

Proactive Engagement
solution
provides a self-resolution remediation process. Proactive Engagement eliminates the need for publishing all solution sets.

Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do) 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/r/store-release-notes/sn-store-release-notes.html).

## Get started {#proactive-engagement-landing-page__section_tvp_xgb_p1c}

|-|-|
| [ExploreLearn how Proactive Engagement can help you with its key features and benefits.](https://servicenow-prod.fluidtopics.net/RPyZWufCYT7FaE~8T5kSgw "It is a solution where the self-resolution remediation process is proactive, seamless, and consistent without the organization having to publish all solution sets.") | [ConfigurePlan and customize Proactive Engagement to meet your specific needs.](https://servicenow-prod.fluidtopics.net/oFVyUXZfQuwCCppSBFiGFw "Configure Proactive issue detection rules and resolutions so that employees can self-solve digital issues seamlessly.") |
| [UseSee how users can leverageProactive Engagement framework to resolve issues.](https://servicenow-prod.fluidtopics.net/7svR~BqZ0qfGfIK57tKj9Q "Proactive Engagement proactively detects digital experience issues on end-user devices and provides self-help resolutions that employees can run through Virtual Agent. When self-help doesn't resolve the issue, an incident is created as a fallback so that a service desk agent can take over.") | [ReferenceGet additional information about Proactive Engagement.](https://servicenow-prod.fluidtopics.net/mpYm2eT0vS_zCe9SYHBifg "Reference topics provide additional information about the cards, lists, and forms that help you configure and use Proactive Engagement.") |
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## Troubleshoot and get help {#proactive-engagement-landing-page__section_zvp_xgb_p1c}

* [Ask or answer questions in the Task Intelligence for ITSM community](https://community.servicenow.com/community/it-service-management/content?filterID=contentstatus[published]~category[incident-management])
* [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477)
* [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case)
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