Proactive Action form

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Proactive Action form

    The Proactive Action form is essential for creating Proactive Triggers rules in ServiceNow. It allows users to define specific actions associated with different user criteria, enhancing user engagement through targeted messaging.

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    Key Features

    • Name: Identifies the action linked to the rule.
    • Description: Provides details about the action being implemented.
    • Applies to: Specifies which users will receive the action; this can be set to Any Users or Guest Users. Ensure uniqueness for each rule.
    • Model Type: Selects the topic type (LLM or NLU/Keyword) if Now Assist is enabled.
    • Topic: Lists available Virtual Agent topics that will be triggered for end users.
    • Active: Option to activate the action.
    • Order: Defines the sequence of actions when multiple actions are present, with lower numbers applied first.
    • Rule: Specifies the rule associated with the action.
    • Select variables from: Allows selection from Trigger Type or User tables for message personalization.
    • Message: Customizable text shown to end users, which can utilize HTML editing tools and variables.
    • Tagline: Displays a default tagline ("Suggested for you") above the action buttons for virtual agent topic selections.

    Key Outcomes

    By utilizing the Proactive Action form, ServiceNow customers can effectively tailor user experiences through personalized actions, ensuring relevant messaging that drives user engagement and satisfaction. This setup allows for streamlined communication and increased interaction with Virtual Agent topics.

    When creating a Proactive Triggers rule, the Proactive Action form includes the following fields.

    Table 1. Proactive Action form
    Field Description
    Name Name of the action that you want to associate with a rule.
    Description Description of the action to be applied.
    Applies to The set of end users to which this action applies. For example, you can apply an action to any Any Users or Guest Users user criteria. Use the lookup using list icon (Lookup using list con.) to select the user. The Applies to settings must be unique for the actions for each rule.

    To create a user criteria record, see Create a user criteria record for Service Portal.

    Note:
    If you don't specify a user, this rule is applied to all users.
    Model Type Topic type, either an LLM or NLU/Keyword value, that is associated with the Proactive Triggers action. This field is only applicable if Now Assist is installed and enabled.
    Topic List of Virtual Agent topics available. The selected topic runs when end users open the Proactive Triggers message.
    Note:
    Only the topics that are active and published appear in the list. System topics aren't included in the topics list.

    (For Message that launches a virtual agent topic actions only.)
    Active Option to activate the action.
    Order Order of when a Proactive Triggers action is to be applied. If there's more than one action, the actions with lower numbers are applied first.
    Rule Rule to which this action applies.
    Select variables from Option for choosing from a list of variables to use in the message. Choices are:
    • Trigger Type: References the trigger type table selected for the rule.
    • User: References the user table. Uses the attributes in the user table for the Proactive Triggers message.
    Message Text that the end users see when the action is applied. To enter the text, you can:
    • Use the tools and options of the HTML editor.
      Note:
      Support for using the link button may be included in future releases.
    • Use variables (Trigger Type or User).
    Tagline Text that the end users see above the buttons that you've created. The default tagline text is Suggested for you.

    (For Message that launches a selection of virtual agent topics actions only.)