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

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configure

# Configuring Proactive Engagement {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Configure Proactive issue detection rules and resolutions so that employees can self-solve digital issues seamlessly.

## Configuration overview {#configuring-proactive-engagement__section_sty_dw2_s1c}

The Proactive Engagement application helps you to configure and provide instructions as remedial actions. These remedial actions act as self-help instructions to resolve their digital issues proactively.
* **[Setting up Proactive Engagement](https://servicenow-prod.fluidtopics.net/~ML0MYV_kJkjR_LiNv_HoA)**   
  Setting up Proactive Engagement enhances the issue resolution capabilities of the organisation to help employees resolve their digital experience issues.
* **[Configuring Proactive Engagement resolutions with DEX](https://servicenow-prod.fluidtopics.net/nKAEiaGV4AarBDLlOmm6Sg)**   
  Metric rules help the organization by setting the criteria and trigger alerts when the device or the application monitored deviates from the specified metrics.
* **[Configuring Email as a notification channel for Proactive Engagement](https://servicenow-prod.fluidtopics.net/Ijw38MmJTEKL~llyVtVBpg)**   
  Email notification is one of the notification channel along with Desktop assistant and Virtual agent when you choose self-help instructions or URL as the resolution type.
* **[User Criteria Settings](https://servicenow-prod.fluidtopics.net/9ph4pqe_nKHdj6flK3VUpg)**   
  User criteria settings details the settings in Proactive Engagement to group the users for certain conditions.