---
title: Resolution for Proactive Engagement
description: Resolution is information provided to the end user to self-solve the issue, or execute a remedial action on the end user device.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/proactive-engagement/resolutions.html
release: australia
product: Proactive Engagement
classification: proactive-engagement
topic_type: reference
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Proactive Engagement reference, Proactive Engagement, Digital End-User Experience, IT Service Management]
---

# Resolution for Proactive Engagement

Resolution is information provided to the end user to self-solve the issue, or execute a remedial action on the end user device.

The resolution information is provided to the end user through the following methods:

|Resolution Type|Description|
|---------------|-----------|
|Remedial Action|[Remedial action](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/proactive-engagement/remedial-action.md) triggers an action on the end user device.|
|Create Incident|Create incident to resolve the issue where ServiceNow Digital End-User Experience will detect the issue based on the metric rule and create an incident with details so the agent can resolve the issue.|
|Self-help instructions|Set of instructions for the user to follow and resolve the issue.|
|URL|Link to any page \(including KB articles\) with details on how to resolve the issue.|

**Parent Topic:**[Proactive Engagement reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/proactive-engagement/proactive-engagement-reference.md)