Remedial action

Remedial action is a framework. We need to install the remedial action framework to select remedial action as a resolution type.

Remedial action allows you to trigger an action on the end user device. With the user’s consent, we share different remedial action types to resolve the issue.

• Execute an action on the end user device. The user can create their own remedial action.
• If there are any existing Virtual Agent topics, these can be populated as a resolution to the end user.
• When the metric rule criteria is met, a catalog item is displayed for the user to fill and submits.

For creating your own remedial action, see Configure the Remedial Actions Framework.

Parent Topic:Proactive Engagement reference