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 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