Combined Digital End-User Experience release notes for upgrades from Zurich to Australia

reference australia Updated Nov 6, 2026 15 min read australia-zurich-digitalenduserexperience-release-notes.md
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Consolidated page of all release notes for Digital End-User Experience from Zurich to Australia.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Digital End-User Experience release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Australia.

Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading Digital End-User Experience to Australia

Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.

Release

Release notes

Zurich
  • Upgrade information

For details on DEX data migration, refer to the DEX data migration to allocated, last logged in user, last logged in location column of Dex device table [KB2144029] and DEX data migration to CI type column of Alert Metadatas table [KB2141007] articles in the Now Support Knowledge Base.

Australia

No updates for this release.
## New features

Between your current release family and Australia, new features were introduced for Digital End-User Experience.

Release

Release notes

Zurich

Service desk agents can diagnose and resolve Zoom call quality issues using the DEX issue diagnosis and resolution agentic workflow, which integrates Zoom-specific diagnostics that correlate device, network, and application data.

Use Now Assist for Zoom call issues to identify the root cause of call quality degradation and review the supporting metric evidence for deeper insight. The analysis highlights the contributing device and network factors directly in the Zoom call quality view. Get the real-time guidance, including device ready remedial actions, contextual self-help instructions, and relevant knowledge articles to help resolve the issue efficiently.

Monitor device boot time to identify slow start-up issues and use Now Assist to investigate the root cause and get suggested resolutions, including remedial actions, self-help instructions, and knowledge articles to resolve boot performance problems quickly.

Monitor GPU and VRAM (Video Random Access Memory) usage on the Device page to assess graphics performance and identify bottlenecks. GPU usage shows the percentage of graphics processing capacity in use, while VRAM usage highlights memory consumption for graphics intensive workloads. These metrics help detect rendering issues, memory intensive applications, and performance degradation enabling faster investigation and resolution of GPU related device problems.

Using the DEX Metrics analyzer, explore and analyze various metrics for Configuration Items (CIs) through selecting metrics by application, device, location, and OS.

Set up monitoring of non-persistent VDIs to identify performance issues and to troubleshoot.

Monitor a Web application performance at a specific page level and view the collected metrics in the Metrics analyzer.

Service desk agents can use the DEX diagnosis and resolution agentic AI workflow to resolve issues on DEX monitored devices through a structured process that includes diagnosis of the cause, a resolution plan with actionable steps, and documenting the resolution in the incident record.

Service desk agents can diagnose and resolve common issues on DEX monitored devices from the Investigation tab in incident records within the Service Operations Workspace. View the health status of the device and related metrics, review the suggested resolutions, and execute remedial actions or follow self-help instructions to resolve the incident. Monitor the status of actions after they’re completed.

DEX Desktop Assistant administrators can customize the theme for Desktop Assistant by modifying specific CSS variables. You can also customize the logo, add hyperlink cards, and map these cards to sections on the home page.

Admins can view detailed metrics for Zoom calls made by users assigned to this device or who logged in within the past 15 days. The metrics include call quality, network performances, and call details enabling faster troubleshooting and improved end-user experience visibility.

Using DEX for Zoom, admins can monitor Zoom Room performance across their organization, view issues in each room, and analyze root causes to promote consistent meeting experiences.

The DEX base system includes the following new remedial actions:

-   Add a registry key \(Windows\)
-   Clear Google Chrome browsing data \(macOS and Windows\)
-   Clear Recycle Bin \(macOS and Windows\)
-   Configure device power scheme \(macOS and Windows\)
-   Delete Network Drive \(Windows\)
-   Delete a file \(Windows\)
-   Elevate temporary admin access \(macOS and Windows\)
-   Map Network Drive \(Windows\)
-   Modify USB storage access: Execute \(Windows\)
-   Modify USB storage access: Read \(Windows\)
-   Modify USB storage access: Write \(Windows\)
-   Modify a registry key value \(Windows\)
-   Remediate Zscaler connectivity \(macOS and Windows\)
-   Repair corrupt Outlook files \(macOS and Windows\)
-   Reset Google Chrome browser settings \(macOS and Windows\)
-   Restart Audio Services \(Windows\)
-   Restart Microsoft OneDrive \(macOS and Windows\)
-   Restart Microsoft Outlook \(Windows\)
-   Updated the Clear application cache remedial action to enable selecting the Microsoft Teams application, helping improve Teams performance.

DEX administrators can now manage all types of proactive rules (both metric and configuration-based) within a unified interface, streamlining rule management across the DEX system.

Exercise tighter control over the role management system and role delegation. Control who has access to Express list, Alerts, and Incident records after the ITIL-related roles have been removed from the dex_user or dex_engineer roles.

View detailed metrics for the Microsoft Teams calls of a particular user, including call quality, network metrics, and session data, with DEX for Microsoft 365.

Access the Create Remedial Action page from the DEX Administration workspace. DEX admins can create a remedial action or link to an existing remedial action to a check definition. To enhance the end-user experience, you can also run the remedial action on multiple impacted devices at once.

View real-time data from the past 24 hours for alerts, change requests, and incidents impacting a device in the Device events Timeline chart on the Device health page.

Australia

Resolve device performance and network connectivity issues with two new remedial actions. The Reset Network Adapter remedial action restores WiFi connectivity and resolves poor network performance despite strong signal strength. The Disable Startup Program remedial action reduces boot time and improves device performance after login by disabling non-essential startup programs.

Service desk agents can diagnose and resolve Zoom call quality issues using the DEX issue diagnosis and resolution agentic workflow, which integrates Zoom-specific diagnostics that correlate device, network, and application data.

Generate an insights report from event log data collected by the DEX agent.

Save useful queries as named reports in the Insights reporting area to preserve them for future use. After you save a report, it appears in the left navigation panel for quick access. IT operators, L2 analysts, DEX engineers, and administrators can save, name, and retrieve reports. Role-based access controls restrict save and retrieval operations to the DEX Engineer and Administrator roles.

Use Now Assist for Zoom call issues to identify the root cause of call quality degradation and review the supporting metric evidence for deeper insight. The analysis highlights the contributing device and network factors directly in the Zoom call quality view. Get the real-time guidance, including device ready remedial actions, contextual self-help instructions, and relevant knowledge articles to help resolve the issue efficiently.

Monitor device boot time to identify slow start-up issues and use Now Assist to investigate the root cause and get suggested resolutions, including remedial actions, self-help instructions, and knowledge articles to resolve boot performance problems quickly.

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

-   Foundation: AI basics to deliver insights
-   Advanced: AI to boost productivity across relevant use cases
-   Prime: Act autonomously with all AI assets, and create your own

Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

Service desk agents can now view automated snapshots of the top 10 CPU and memory-consuming processes directly in the Investigation tab of incident records. The snapshots that are captured every 30 minutes are initially triggered when an incident is created and a configuration item is tagged. You can refresh and filter snapshots over different time ranges and monitor processes causing device issues.

Monitor system events on Windows and macOS devices to track critical system events available with your base system, configure additional events to monitor, and review collected event data stored in your ServiceNow instance.

Monitor system-level events, such as application crashes, unexpected shutdowns, disk space warnings, failed login attempts, and service failures. The DEX agent captures event data directly from managed endpoints. Activate or deactivate events or add custom events to extend monitoring beyond the base system catalog.

Monitor GPU and VRAM (Video Random Access Memory) usage on the Device page to assess graphics performance and identify bottlenecks. GPU usage shows the percentage of graphics processing capacity in use, while VRAM usage highlights memory consumption for graphics intensive workloads. These metrics help detect rendering issues, memory intensive applications, and performance degradation enabling faster investigation and resolution of GPU related device problems.

Monitor application performance by application version to accelerate incident resolution and improve deployment quality. This enables the Service desk agent in faster root cause analysis and data-driven deployment decisions improving the overall end-user experience.

Select multiple impacted devices from the Insights page and apply remedial actions in bulk. Service desk agents can now resolve issues across multiple devices simultaneously, improving productivity and reducing manual effort.

The DEX base system includes the new remedial action Sync device to Intune.
## Changes

Between your current release family and Australia, some changes were made to existing Digital End-User Experience features.

Release

Release notes

Zurich

By default, the Desktop Assistant home page now has two sections: My resources and Quick links. My resources includes Device health check and Network test cards, while Quick links includes Employee Center and Outages cards.

  • Coral theme

Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.

Map a DEX application to an existing service in the Service [cmdb_service_offering] or Service Instance [cmdb_service_auto] tables.

Manage the DEX device and application configurations efficiently with the new DEX Administration workspace.

The Suboptimal devices column has been updated in the following pages:

-   Application health metrics section of the application experience overview page.
-   Device health metrics section of the device group page.

The column now displays links to device lists that have average or poor metric scores, replacing the previous device count.

  • Modified Devices page - The device view is now optimized and segregated into two tabs based on the user persona. The All devices tab is for DEX operators, and the Devices by ACC status tab is for DEX operators and DEX admins. - The application performance tab in the Device page has been enhanced. Filter performance for installed apps and web apps by date and time, and view the performance metrics for the last seven days. - Access the performance page to view the performance and details of both installed and web applications. - Filter the active devices to view only the devices that were active in the last five minutes.
  • Updated landing page

The world map in the Devices section on the DEX landing page now shows the devices list instead of users list. The Impacted Devices card now shows the count of impacted users based on the alerts of both the devices and the applications running on that device.

The user link now redirects to Users page in Service Operations Workspace.

View alerts for both your device and its applications in the Alerts section of the Devices page.

Australia

No updates for this release.
## Removed

Between your current release family and Australia, some Digital End-User Experience features or functionality were removed.

Release

Release notes

Zurich

No updates for this release.

Australia

No updates for this release.
## Deprecations

Between your current release family and Australia, some Digital End-User Experience features or functionality were deprecated.

Release

Release notes

Zurich
  • Removed the Impacted users and Active users cards from the landing page.
  • Removed the Users page.
  • Removed the Users list page.
  • Removed the Users and Devices filters from the Devices page.

Australia

No updates for this release.
## Activation information

Review information on how to activate Digital End-User Experience.

Release

Release notes

Zurich
  • Activation information

Install Digital End-User Experience by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

Important: Digital End-User Experience is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

Australia
  • Activation information

Install Digital End-User Experience by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

Important: Digital End-User Experience is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
## Additional requirements

If any additional requirements were introduced or changed for Digital End-User Experience we have noted them here.

Release

Release notes

Zurich

No updates for this release.

Australia

No updates for this release.
## Browser requirements

If any specific browser requirements were introduced or changed for Digital End-User Experience we have noted them here.

Release

Release notes

Zurich
  • Browser requirements

Enable the DEX browser extension to monitor web applications for various operational or performance-based metrics on your system. For more information, see Enable browser extension.

Australia
  • Browser requirements

Enable the DEX browser extension to monitor web applications for various operational or performance-based metrics on your system. For more information, see Enable browser extension.
## Accessibility information

Review details on accessibility information for Digital End-User Experience, such as specific requirements or compliance levels.

Release

Release notes

Zurich

No updates for this release.

Australia

No updates for this release.
## Localization information

If there are specific localization considerations for Digital End-User Experience we have noted them here.

Release

Release notes

Zurich
  • Localization information

Localization is applicable to DEX in all languages supported by the ServiceNow AI Platform.

Australia
  • Localization information

Localization is applicable to DEX in all languages supported by the ServiceNow AI Platform.
## Highlight information

If there are specific highlight considerations for Digital End-User Experience we have noted them here.

Release

Release notes

Zurich
  • Track and analyze call performance for a particular user in Microsoft Teams with DEX for Microsoft 365.
  • View the consolidated alerts related to devices and applications in the Alerts section of the Device health page.
  • View the new DEX landing page, which includes an updated Devices world map and an enhanced Impacted Devices card.
  • View real-time data for alerts, change requests, and incidents that are impacting a device in the Device events section of the Device health page.
  • Create a remedial action from a check definition, link an existing remedial action to a check definition, and execute a remedial action on multiple impacted devices for a DEX alert simultaneously.
  • Manage device and application configurations and monitor key DEX components in the new DEX Administration workspace.
  • Gain deeper visibility into performance with enhanced metrics analysis and non-persistent Virtual Desktop infrastructures (VDIs) monitoring, including device, application, and web page insights for faster troubleshooting.
  • Use the Metrics analyzer to view metrics collected for a given device or application during a specific period.
  • Monitor non-persistent VDIs with Digital End-User Experience (DEX) to track performance issues and troubleshoot efficiently.
  • Gain insights into Zoom call quality and Zoom rooms performance across your organization with DEX for Zoom.
  • Empower service desk agents to diagnose and resolve incidents on DEX monitored devices quickly and efficiently by using the  DEX issue diagnosis and resolution agentic AI workflow.
  • Enable service desk agents to diagnose and resolve issues on DEX monitored devices directly from the Investigation tab in incident records within the Service Operations Workspace.

See Digital End-User Experience for more information.

Australia
  • Enable service desk agents to view and manage the top 10 CPU and memory-consuming processes in the Investigation tab of incident records. Automated snapshots captured every 30 minutes enable you to quickly identify and end processes causing device issues, thus improving service desk productivity.
  • Diagnose and resolve Zoom call issues with the new Zoom AI capability, which provides device-level root cause analysis and suggested resolutions.
  • Monitor device boot time and use Now Assist to quickly diagnose startup delays and get actionable resolutions to resolve boot performance issues.
  • View device boot time metrics to assess system startup health and identify potential issues.
  • Gain deeper visibility into device performance with GPU (Graphics Processing Unit) utilization metrics.
  • Apply remedial actions to multiple devices at once directly from the Insights page to resolve issues faster with bulk remediation.
  • Monitor system-level events from Windows and macOS devices to gain deeper insight into device health and stability. Configure events of interest and capture event data directly in ServiceNow to support incident investigation and proactive service desk operations.
  • Generate event insights reports from collected event data to analyze device health trends and support incident investigation.
  • Save custom insight reports and access them from the left navigation panel for faster, repeatable analysis.

See Digital End-User Experience for more information.
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