---
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


---

# Use DEX Proactive Engagement

# Using Proactive Engagement {#ariaid-title1}

Release version: Australia  
Updated July 15, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.

## Overview of Proactive Engagement {#using-proactive-engagement__cf-using-parent-workflow}

When a DEX metric rule with a Proactive Engagement resolution is triggered on an end-user device, Proactive Engagement creates an experience issue record and starts an engagement with the employee. If the employee consents, Virtual Agent guides them through the resolution. If the resolution succeeds, Proactive Engagement requests feedback. If the resolution fails or the employee reports the issue as unresolved, Proactive Engagement falls back to a configured option (typically creating an incident with the interaction summary attached, so a service desk agent can take over).

To learn how Proactive Engagement works and how to manage the solutions available in your instance, review the following topics:

* [Employee engagement experience through Proactive Engagement](https://servicenow-prod.fluidtopics.net/OTyk6SUKZVGJiqzynl7PjQ "This experience details the employee engagement through the Proactive Engagement application.")

  See how an employee is engaged when an experience issue is detected on their device, from the initial notification through resolution, feedback, and fallback.
* [Agent experience through Proactive Engagement](https://servicenow-prod.fluidtopics.net/f41RutUo4IZWg0QXTnX_6w "This experience details the agent experience through the Proactive Engagement application.")

  See what a service desk agent receives when Proactive Engagement falls back to an incident, including the interaction summary and the associated Experience Issue record.
* [Proactive Engagement solution](https://servicenow-prod.fluidtopics.net/iwFImJpgTQSdwrT9ymqw3A "The base system solution detects and enables you to resolve high disk usage issues by providing a detailed self-help instruction specific to the operating system.")

  Review the base system Proactive Engagement solutions (disk usage checks for Windows and macOS) and activate the metric rules that enable them.
* [Metric rule triggering Proactive Engagement through alerts](https://servicenow-prod.fluidtopics.net/b0hP5f~L~u~5FTwHvlV5Hg "Metric rules create an alert based on its trigger criteria.")

  Understand how metric rules trigger Proactive Engagement through alerts, and review the system properties that control throttling, freeze periods, and notification channels.
* [Proactive Engagement life-cycle management](https://servicenow-prod.fluidtopics.net/EhRkKeXxQR~gp~w_Zqiqqw "The Proactive Engagement application enables you to work in the life-cycle model to manage solutions that you own and to view solutions that may have an impact on services or products that you care about.")

  Use the Proactive Engagement Workbench to view all available solutions, deploy them, customize them, and manage updates from ServiceNow.
{#using-proactive-engagement__cf-using-parent-steps-ul}
* **[Employee engagement experience through Proactive Engagement](https://servicenow-prod.fluidtopics.net/OTyk6SUKZVGJiqzynl7PjQ)**   
  This experience details the employee engagement through the Proactive Engagement application.
* **[Agent experience through Proactive Engagement](https://servicenow-prod.fluidtopics.net/f41RutUo4IZWg0QXTnX_6w)**   
  This experience details the agent experience through the Proactive Engagement application.
* **[Proactive Engagement solution](https://servicenow-prod.fluidtopics.net/iwFImJpgTQSdwrT9ymqw3A)**   
  The base system solution detects and enables you to resolve high disk usage issues by providing a detailed self-help instruction specific to the operating system.
* **[Metric rule triggering Proactive Engagement through alerts](https://servicenow-prod.fluidtopics.net/b0hP5f~L~u~5FTwHvlV5Hg)**   
  Metric rules create an alert based on its trigger criteria.
* **[Proactive Engagement life-cycle management](https://servicenow-prod.fluidtopics.net/EhRkKeXxQR~gp~w_Zqiqqw)**   
  The Proactive Engagement application enables you to work in the life-cycle model to manage solutions that you own and to view solutions that may have an impact on services or products that you care about.