---
sourceDocument: Xanadu Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/release-notes

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# Proactive Engagement release notes

# Proactive Engagement release notes {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

The ServiceNow®
Proactive Engagement application helps organizations improve their employee digital experience, productivity, and satisfaction by proactively enabling employees to self-solve digital issues that they experience on
a day-to-day basis. Proactive Engagement is a new application in the Xanadu release.

## Proactive Engagement highlights for the Xanadu release {#proactive-engagement-rn__proactive-engagement-rn-highlights}

* Proactive Engagement integrates with the ServiceNow® Digital End-User Experience (DEX) solution to proactively detect issues and enable end users to resolve them.
* Configure the DEX metric rule and Proactive Engagement resolution with Engagement settings.
* Use the Proactive Engagement workbench experience for lifecycle management of resolutions.
{#proactive-engagement-rn__ul_ktt_n1m_4bc}

See [Proactive Engagement](https://www.servicenow.com/docs/access?context=proactive-engagement-landing-page&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US) for more information.{#proactive-engagement-rn__proactive-engagement-rn-highlights-2}

## Proactive Engagement features {#proactive-engagement-rn__proactive-engagement-rn-new-features}

[Exploring Proactive Engagement](https://www.servicenow.com/docs/access?context=exploring-proactive-engagement&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US)
:   Use Proactive Engagement to empower employees to self-solve digital experience issues by using the proactive issue detection and resolution capability of Digital End-User Experience.

[Configuring Proactive Engagement resolutions with DEX](https://www.servicenow.com/docs/access?context=configuring-metric-rule&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US)
:   Engage employees through ServiceNow®
    Virtual Agent and configure Engagement settings to define how employees can self-solve digital experience issues.

[Proactive Engagement life-cycle management](https://www.servicenow.com/docs/access?context=proactive-engagement-lcm&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US)
:   View and manage the life cycle of Proactive Engagement resolutions through the workbench.

:   Explore and utilise the different use cases ServiceNow® has to offer as part of the Proactive Engagement base system.

## Activation information {#proactive-engagement-rn__proactive-engagement-rn-activation}

Install Proactive Engagement by requesting it from the ServiceNow Store. Activate the following plugins:

* Proactive Engagement (sn_pren)
* DEX Application and Device Health (sn_dex)
* Glide Virtual Agent (com.glide.cs.chatbot)

{#proactive-engagement-rn__ul_m51_zxn_tbc}Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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/bundle/store-release-notes/page/release-notes/store/sn-store-release-notes.html)

## Related ServiceNow applications and features {#proactive-engagement-rn__proactive-engagement-itsm-rn-related-apps}

[Digital End-User Experience](https://www.servicenow.com/docs/access?context=dex-landing&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US)
:   The ServiceNow®
    Digital End-User Experience (DEX) solution is a cloud-based tool providing IT with comprehensive visibility and monitoring for user applications, networks, and devices. The DEX suite includes these
    products: Application \& Device Health for IT to proactively resolve device and application issues and Desktop Assistant for easy access to self-service options.

[ITSM Virtual Agent](https://www.servicenow.com/docs/access?context=itsm-virtual-agent&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US)
:   The ServiceNow®
    Virtual Agent application enables you to scale your IT organization, where technicians can address more challenging IT-related user requests and incidents. ITSM Virtual Agent was enhanced and updated in the Vancouver release.

[Success Dashboard](https://www.servicenow.com/docs/access?context=success-dashboard-indicator-landing&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US)
:   The ServiceNow® Success Dashboard enables the leadership team and process owners to gain insights into the performance of their ServiceNow®
    IT Service Management (ITSM) implementation using the KPIs defined by the ServiceNow AI Platform®.