---
title: Employee engagement experience through Proactive Engagement
description: The Proactive Engagement application engages end users when a device issue is detected and guides them to resolve the issue themselves.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-operations-management/digital-end-user-experience-dex/employee-engagement-experience.html
release: brazil
product: Digital End-User Experience \(DEX\)
classification: digital-end-user-experience-dex
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use Proactive Engagement, Digital End-User Experience, IT Operations Management]
---

# Employee engagement experience through Proactive Engagement

The Proactive Engagement application engages end users when a device issue is detected and guides them to resolve the issue themselves.

Every Proactive Engagement trigger creates an experience issue record. When the metric rule with a Proactive Engagement resolution is triggered, it creates an experience issue record to start engaging with the end user. After the engagement is triggered, you get a notification for the issue. If the end user consents to help, they are engaged over a Virtual Agent to self-solve the issue. After the resolution is executed successfully, end-user confirmation is requested. If the issue is not resolved, the configured fallback option is provided. If the issue is resolved, the end-user feedback on the experience is requested.

\[Omitted image "empengpe.png"\] Alt text: Employee engagement experience

**Parent Topic:**[Using Proactive Engagement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/digital-end-user-experience-dex/using-proactive-engagement.md)