Question 53

Explanation

Proactive Triggers [sn_pt] is a ServiceNow Store application that is available to all Virtual Agent web client and Agent Chat customers by default. Proactive Triggers can increase the adoption of Virtual Agent by proactively sending context-specific messages to end users.

The Proactive Triggers rich text pop-up messages provide users with actions according to real-time Proactive Triggers data. When end users engage with the Proactive message, the Virtual Agent opens. If there’s a Virtual Agent topic associated with the action, the topic runs. Proactive Triggers can also be used with Agent Chat to connect customers to a live agent in configurations without the Virtual Agent.

Proactive admins use Proactive rules to define when, where, and how to engage with customers. Proactive actions define what the rule does using several key fields. Admins customise these rules and actions based on when and how their customers are most likely in need of help, such as when ordering equipment, opening an incident/case, or viewing information in a Knowledge Base article.

Note: Proactive rules can be applied to any defined URL, including any portal URL, catalogue item, or external site.

Screenshot 1: Installing the Proactive Triggers application from the Application Manager

Screenshot 2: Enabling the Proactive Triggers application from the Conversational Interfaces settings

Screenshot 3: A sample Proactive Trigger rule to display on the Service Portal and Employee Service Center

Screenshot 4: A sample Proactive Trigger action to pop up a welcome message when an agent is available 

Additional Domain: Self Service & Automation - Virtual Agent