Proactive Triggers in ServiceNow: Improve User Engagement by 80%
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Enhancing User Engagement with Proactive Triggers in ServiceNow
ServiceNow is a cloud-based platform that provides digital workflow automation for IT service management (ITSM), customer service, HR, security, and other business functions. It helps organizations streamline operations by automating tasks, improving service delivery, and enhancing collaboration across departments. With features like AI-driven analytics, self-service portals, and low-code development tools, ServiceNow enables businesses to increase efficiency, reduce costs, and improve user experiences. Its flexible, scalable architecture supports enterprise-wide digital transformation, making it a leading solution for managing IT services, incidents, assets, and business processes in a centralized system
Introduction to Proactive Trigger
Proactive Triggers is a powerful feature in ServiceNow that is intended to improve user engagement and the uptake of virtual agent chat. By proactively engaging users with context-specific messages, this functionality helps businesses boost the use of virtual agents.
Understanding Proactive Trigger
Proactive Trigger work by displaying dynamic, rich text pop-up messages that offer actions in real time based on user behavior. A Proactive Trigger message initiates the Virtual Agent chat with the user. It executes immediately if the action is associated with a pertinent Virtual Agent topic. Furthermore, users might be shown up to three action buttons to choose the most pertinent subject, guaranteeing a smooth and customized experience.
Organizations that use Now Assist in Virtual Agent can further improve automation by integrating Proactive Trigger with Large Language Model (LLM) topics. Furthermore, Proactive Triggers can enable direct connections to live agents through Agent Chat in settings without Virtual Agent.
Configuring Proactive Triggers
Proactive Trigger are controlled by administrators using preset rules that specify how, when, and where users receive messages. These guidelines and related actions facilitate user interactions by sending out messages in response to:
- Opening an incident or case
- Navigating Knowledge Base articles
- Visiting any predefined URL, including portals, catalog items, or external websites
Real-World Examples of Proactive Trigger
Proactive Triggers are highly customizable and can be implemented in various scenarios. Default sample rules include:
- Virtual Agent Greeting: Displays a welcome message on a portal page, introducing users to the Virtual Agent for both internal and external assistance.
- Chat Welcome Message (Live Agent Available): Shows a welcome message when a live agent is available via the chat widget. This rule requires the Advanced Work Assignment (AWA) plugin.
Action Types in Proactive Trigger
Administrators can define different types of actions within Proactive Triggers, ensuring messages align with user needs. Common action types include:
| Action Type | Description | Example |
|---|---|---|
| Message Only | Displays an HTML pop-up message without further actions. |  Greeting message on home page of portal |
| Message with Virtual Agent Topic | Directs users to an available Virtual Agent topic. |  Prompting users to create an incident. |
| Message with Multiple Virtual Agent Topics | Presents up to three suggested action buttons for user selection. |  Providing troubleshooting options for technical issues. |
Customization and Branding
Proactive triggers can be customized to match the branding of an organization. To guarantee a consistent user experience, administrators can change things like the pop-up message’s sidebar color.
Related Article
For a step-by-step guide on how to implement Proactive Triggers in ServiceNow, check out our detailed article: How to Implement Proactive Triggers in ServiceNow.
Conclusion
Proactive Trigger empower organizations to enhance customer interactions by delivering timely and relevant messages. Whether through automation or live support, this feature optimizes user engagement and drives higher adoption rates for Virtual Agent and Agent Chat services. Implementing Proactive Trigger strategically can significantly improve customer satisfaction and operational efficiency within your ServiceNow environment.
Need expert guidance on implementing Proactive Triggers in ServiceNow? UrhaanTech specializes in ServiceNow consulting, implementation, and optimization. Let our experts streamline your workflows and enhance user engagement. Contact us today to transform your ServiceNow experience!
