Digital End User Experience Dex

Activate or deactivate alert rules to control which conditions are monitored as your needs change.

Review and activate base system Proactive Engagement resolutions to enable end users to self-solve device and application issues by using DEX Self-service.

The Advanced app metrics page displays health, cache, management point, log, and inventory details for the Microsoft Configuration Manager (MCM) client on a device.

Set up an alert action with Proactive Engagement for Digital End-User Experience to detect digital experience issues and automate resolution actions.

Add a logo to an application so that users can distinguish it from other applications.

Add a custom event to extend monitoring beyond the base events using the Event Log Monitoring Config table.

Add a section to the Desktop Assistant home page to group related cards under that section.

Add an application to the list of monitored applications so you can identify and address application issues as they arise.

Use the information generated during Zoom account configuration to register DEX for Zoom as an OAuth provider and enable the instance to request OAuth 2.0 tokens. Add the Zoom connection in Workflow Studio to perform actions in Zoom.

The UI log records who views application health and device health details, and from which alert or incident, so you can monitor how these features are used.

Using a custom form, you can edit an application to be monitored for compliance or performance metrics.

Using a custom form, you can add an application to be monitored for compliance or performance metrics.

As a DEX administrator, use the DEX Administration tab to manage applications, agent policies, user roles, remedial actions, and other administrative settings. Monitor Agent Client Collector installations and Desktop Assistant usage to keep your deployment healthy.

Administration cards let you monitor and manage applications, including adding, turning on, or turning off cards. Use administration cards to review compliance policies, view DEX users and DEX administrators, and manage metric rules and devices that have Agent Client Collector installed.

Remedial actions display input parameters based on the selected remedial action. Advanced settings for each input parameter define how the parameter captures data at run time.

When a Proactive Engagement resolution doesn't resolve an end-user device issue, a fallback incident reaches an agent, who can review the interaction summary to continue troubleshooting.

The agent policies list shows information about each agent policy including its name, status, cron expressions, and updated time.

When several alerts are triggered from events governed by the same metric rule in DEX, the alert grouping mechanism automatically consolidates them. This mechanism reduces the need for users to manage individual alerts, streamlines the response process, and enables faster issue resolution.

Parameters of the sendDANotification() method in the DesktopAppNotificationUtils script include configure Desktop Assistant notifications.

The Application management card lists the applications in use, application type, end-user OS, and whether an application is included in the metrics or compliance monitoring.

The Applications list provides details about each application, including its name, its classification as an installed or web-based application, counts of alerts and incidents, and impacted devices.

The Application Registries form contains the OAuth client settings for an application registry, such as the client ID, client secret, redirect URL, and token lifespans.

DEX Self-service includes base system device actions that end users can run to resolve common device issues.

Use Jamf to install Agent Client Collector (ACC) on multiple macOS devices at once, promoting consistent deployment across your organization.

Use Microsoft Configuration Manager to install Agent Client Collector (ACC) on multiple Windows devices at once when your organization manages endpoints with Configuration Manager rather than Microsoft Intune.

Use Microsoft Intune to install Agent Client Collector (ACC) on multiple Windows devices at once, promoting consistent deployment across your organization.

The Details page displays granular call quality metrics for each Zoom call participant.

Modify the Desktop Assistant home page title, description, theme, logo, and notification and chat options.

Change how often the DEX metrics are collected for specific criteria.

Use Digital End-User Experience (DEX) Virtual Agent to access chat-based support powered by ServiceNow Otto to find answers and guidance.

Monitor and resolve common device performance issues independently by using Device health check through Desktop Assistant.

Use the ServiceNow Otto for ITSM Virtual Agent to monitor device performance, diagnose potential issues, and use suggested resolutions to address them.

Monitor and resolve common device performance issues independently by using Device health check through the Employee Center portal.

When a configuration item (CI), Business Service, or Service Offering on an incident record is set to an item monitored by DEX, a work note is added automatically. Service desk agents use these notes to view monitoring context on the incident record.

Several types of components are installed with activation of the Desktop Assistant [sn_dex_desktop] plugin, including user roles and tables.

Several components are installed with DEX Self-service.

Several types of components are installed with activation of the DEX application [sn_dex] plugin, including user roles and tables.

Several types of components are installed with activation of the Proactive Engagement application (com.snc.self_remediation_framework), including user roles.

Configure Desktop Assistant so employees can access self-service tools, support channels such as Employee Center and Virtual Agent, and notifications about outages and announcements directly from their desktop.

Configure the ServiceNow sudoers file to grant the servicenow user the permissions to run specific commands with elevated privileges.

Configure the Agent Client Collector (ACC) to use a proxy for all traffic by setting environment variables.

As a DEX administrator, install and configure Digital End-User Experience to monitor end-user applications, devices, and networks. Complete the core setup for Application and Device Health, and then configure the optional components and integrations that apply to your deployment.

Control alert volume by setting the maximum number of alerts a single metric or event rule can raise in a time window, and the total across all rules. Use rate limits to help prevent alert storms and keep processing within your instance capacity.

Edit the Open Authorization (OAuth) field values to update OAuth client application details.

Add the appropriate commands to the sudo banner exclusion list so the system doesn't flag them.

DEX for Microsoft 365 is installed automatically when you install Digital End-User Experience.

DEX for Zoom is installed automatically when you install Digital End-User Experience.

Configure or customize device health categories and subcategories for issue configurations to enable end users in your organization to self-solve device, application, and connectivity issues by using DEX Self-service.

Configure device actions that end users can trigger to maintain optimal device and application performance even when no issues are detected.

Customize device health categories, metric evaluation criteria, and resolutions for issues to make sure that appropriate resolutions display in DEX Self-service and enable end users to self-solve issues.

The DEX Self-service plugin is installed automatically with the Digital End-User Experience application. This plugin provides the Device health check capability, enabling employees to check device health based on configurations set by DEX administrators.

Define how end users are engaged to self-solve issues. Virtual Agent is the only notification channel used to engage users. As a fallback, an incident can be created or routed to a live agent.

Configure metric rules with Proactive Engagement resolutions to trigger alerts and resolutions when a monitored device or application deviates from the specified metrics.

Switch Agent Client Collector (ACC) to a different instance.

Convert a Visibility Content application to DEX monitoring. After conversion, the application is managed in the Application and Device Health system.

Convert MID-based Agent Client Collector (ACC) to MID-less ACC by adjusting the configuration in the acc.yml file so that ACC doesn't depend on a specific MID Server.

Create a connected application in your Zoom account to set up OAuth 2.0 authentication between the Zoom APIs and DEX for Zoom. After creating the connected app, you can add scopes that enable you to perform different actions from the DEX for Zoom.

Package a PowerShell script, a Ruby script, and an execution allowlist into an Agent Client Collector (ACC) plugin to run remedial actions on endpoints from the platform.

Set up an Agent Client Collector (ACC) by creating an agent registration key to identify and authenticate agents that are enabled to send data to the collector. The key helps promote the security and integrity of the data collected from the system.

Create an agent policy by configuring a filter that determines the configuration items (CIs) to run the checks and the metrics that are collected.

Create a check definition and link it to the Agent Client Collector (ACC) plugin to enable the ACC agent to run a custom remedial action.

Create issue configurations for DEX Self-service so that users can resolve issues specific to your organization that are not included in the base system resolutions.

Create a custom device action to provide a self-service option for end users to maintain optimal device and application performance even when no issues are detected.

Create a hyperlink card in Desktop Assistant to provide direct access to a targeted site, page, or records.

Build and run custom reports to uncover insights across your digital workspace. Use the capability to generate reports on any of the performance metrics on a device or application.

Create a metric rule to define thresholds for performance metrics and trigger alerts when a threshold is breached.

Create custom remedial actions from check definitions to resolve endpoint-related issues using Playbook.

Event rules define the events to monitor and the criteria that trigger an alert.

The Custom insights report form contains the options that you use to create a report of metrics collected across your digital space.

DEX tables store metrics data that you can use to generate custom reports.

Customize themes for the Desktop Assistant application by applying available themes or modifying specific theme CSS variables to align with your organization's branding.

Apply your organization's own event processing rules, such as enrichment or routing, by transforming DEX metric rule events with a custom script before they're processed.

Administrators can send customized Desktop Assistant notifications to specific users by using the DesktopAppNotificationUtils script include with a set of notification parameters.

Desktop Assistant notifications enable your organization to communicate important updates to end users instantly, regardless of their device activity. This feature enables delivering critical information, supporting Major Incident Management and Proactive Engagement.

You can modify specific CSS variables to customize themes for Desktop Assistant.

The landing page cards provide a visual summary of active and impacted devices, and alerts for monitored applications.

Deactivate DEX alert grouping to enable individual alert visibility, aiding in detailed analysis and targeted response.

Specify the event alert criteria by choosing the alert severity, defining thresholds, and specifying conditions for when the alert must be triggered.

Specify alert metric criteria by choosing alert severity, defining thresholds, and specifying conditions for when the alert must be triggered.

Define alert rule attributes, including the name and state, such as active or inactive.

Delete an application from the monitoring list when there’s no longer a need to track its performance or activity. If necessary, you can add the application to the monitoring list later.

Delete a card from the Desktop Assistant home page when you no longer need it.

Delete a section from the Desktop Assistant home page when you no longer need it.

Delete alert rules that you no longer need.

Deploy Agent Client Collector and the DEX browser extension to your company employees' devices in bulk.

Remove the registration record for an Agent Client Collector (ACC) agent from your ServiceNow instance after uninstalling the agent from a device.

Approval-based access helps control how sensitive device actions are triggered and supports authorized use of actions that impact device performance or system behavior.

Diagnose common device action symptoms by checking the related tables and configurations.

Device actions report their progress through execution state codes, and the platform queues actions that are triggered on offline devices.

Device actions enable end users to fix common device and application issues on DEX monitored devices. Selecting a device action runs the associated fix on the device.

The device health check calculates the performance of each device health category and classifies it as Good, Average, or Poor.

View the overall health and related metrics for Digital End-User Experience (DEX) monitored devices as part of incident investigation with DEX.

The Devices page provides information on your organization devices, the device assigned user, last login, matching assignments, status, active alerts, and incidents.

Advanced configuration options for DEX cover agent proxy and connection settings, agent and application source conversion, sudo banner validation, device user mapping, and location determination. You can use these options to fine-tune system behavior for specific organizational requirements.

Create and manage agent policies for your organization based on the device criteria defined to manage the DEX metrics that are tracked.

Use the Digital End-User Experience (DEX) agentic AI workflow for general device incident diagnosis and resolution, or use specific AI skills to investigate and resolve targeted issues.

Digital End-User Experience (DEX) alerts provide details on the active alerts, their severity, impacted services, and the duration.

Manage your organization's application monitoring by adding and enabling an application for monitoring using DEX, editing the monitoring parameters, and turning off monitoring.

Digital End-User Experience (DEX) architecture describes the cloud-native services, endpoint agents, and data flows that connect end-user devices to your ServiceNow instance.

Review system requirements and use guided setup to activate required plugins before configuring DEX.

Check definitions for macOS are predetermined sets of rules and criteria that assess the performance, security, and conformance of macOS devices. These checks can cover various aspects such as CPU usage, memory usage, battery details, and firewall status.

Check definitions for Windows are predetermined sets of rules and criteria that assess the performance, security, and conformance of Windows devices. These checks can cover various aspects such as CPU usage, memory usage, network tests, network bytes, and logged-in users.

The cards, lists, and forms provide the information that you use to configure and use DEX Application and Device Health.

Policies and check definitions are provided by DEX Content Playbook.

The usage metrics dashboard helps you track device connection status, user login status, application version, and the number of incidents created in the Desktop Assistant application. These metrics help you monitor activity between the application and your ServiceNow instance.

Information about the forms and the dashboard helps you configure and administer Desktop Assistant.

Service desk agents can diagnose and resolve issues for Digital End-User Experience (DEX) monitored devices from an incident record by using DEX diagnostics and suggested resolutions.

ServiceNow Digital End-User Experience (DEX) provides base system remedial actions to resolve issues on DEX monitored devices.

DEX provides visibility and insight into the state and performance of user applications and devices. You can view system compliance, manage files, and set up Windows registry keys.

Install and configure required plugins to start monitoring and administering your organization's devices using Digital End-User Experience guided setup.

ServiceNow Digital End-User Experience (DEX) application provides end-to-end visibility into the health of applications, networks, and end-user devices. IT teams can detect issues, remediate them, and help employees resolve issues independently.

Create, activate, and edit alert rules for your organization.

Start monitoring applications with DEX Application and Device Health by turning on monitoring for applications in the predefined list or by adding your own custom applications.

Policies for macOS are guidelines and rules to promote that the application is used in a consistent, secure, and conforming manner. DEX policies your organization to reduce the risk of data breaches, improve data quality and accuracy, and optimize application performance and availability.

DEX policies for Windows non-persistent (NP) Virtual Desktop Infrastructures (VDIs) define the check instances, frequencies, and parameters for application, network, and device monitoring.

DEX policies for Windows persistent Virtual Desktop Infrastructures (VDIs) define the check instances, frequencies, and parameters for application, network, and device monitoring.

Policy reference for DEX monitoring on Windows devices. The policies define the check instances, frequencies, and parameters for application, network, and device monitoring.

The following Digital End-User Experience properties and settings control behavior such as alert correlation, browser extension metrics collection, and Desktop Assistant notifications. You must have the admin role to update them.

Create and manage your custom remedial actions from Check Definitions.

The DEX Self-service categories form contains the fields that define a device health category.

The DEX Self-service device actions form contains the fields that define a device action and where it appears.

The DEX Self-service issue configuration form contains the fields that define an issue configuration.

Digital End-user Experience Self-service (DEX Self-service) enables you to monitor device health performance and view and resolve detected issues.

Look up details about the cards, lists, and forms that help you configure and use DEX Self-service.

Digital End-User Experience (DEX) license counting calculates Subscription Unit (SU) consumption by counting computers where any of the DEX features (Desktop Assistant, Application and Device Health, and DEX Content Playbook) are active.

Suggested resolutions in the Investigation tab of incident records help you diagnose detected issues on DEX monitored devices. The resolutions provide self-help instructions, catalog requests, help resources, and remedial actions to resolve them.

System requirements are the fundamental specifications and configuration needed to install and run DEX.

DEX system tables store the configuration settings for remedial actions and track the progress of each remedial action execution.

The DEX Application and Device Health Administration tab provides tools to manage and monitor the system.

Manage the active applications in your organization. The Application list provides visibility into monitored applications. Access details such as the name of an application, its type, the number of alerts and incidents associated with each of those applications, and impacted users.

The DEX landing page provides information about the total number of alerts, impacted devices, and a device world map.

Access the Devices tab to obtain detailed information about each device, including user assignment status, last login timestamp, matching assignments, device status, active alerts, and incidents.

The Digital End-User Experience (DEX) Insights tab provides access to the battery health, compliance, system performance, and system time reports, enabling you to track user devices and take remedial actions. Use the Insights reports to gain early information about issues before they can slow down the users.

Device details in Service Operations Workspace show the health, applications, running processes, performance metrics, network configuration, and user access details of a device.

Plan and configure your implementation of Digital Experience Score​.

Customize the base system metric definitions based on your business requirements.

Define the mapping between the qualitative value and normalized score of a DEX Score metric according to your business needs.

Delete the demo data for Digital Experience Score​ when you no longer need it.

Update the scoring details of a metric definition, activate or deactivate it, or specify whether it contributes to the overall DEX score.

Metric values in the Digital Experience Score​ dashboard are calculated as weighted averages of device, application, user sentiment, and service experience scores.

Normalization adjusts individual scores of each metric to a common scale, enabling comparison across different metrics.

Configure the system properties to turn on the DEX Score application and set the company-level target for the digital experience score.

Look up details about the lists and forms that you use to configure and administer Digital Experience Score​.

Several types of components are installed with activation of the Digital Experience Score​ app, including tables and user roles.

Several types of components are installed with activation of the Digital Experience Feedback Survey application, including tables and user roles. DEX Score uses the Digital Experience Feedback Survey application for configuring and storing survey information sent to employees.

Load the demo data for Digital Experience Score​ after installing the application.

Application and device health metrics are collected daily, weekly, and monthly from employees' devices, imported into the ServiceNow instance, and displayed on the Digital Experience Score​ dashboard.

Base system DEX Score metric definitions measure application, device, user sentiment, and service desk experience.

Update the configuration for sending the surveys to collect feedback from employees on the usage of applications and devices.

Update the survey configuration to identify the recipients, method, and timing for sending the DEX Score surveys.

Track and drill down into the quantitative and qualitative data on the Digital Experience Score​ dashboard to gain a comprehensive view into employee experiences of using work applications.

Track and drill down into the quantitative and qualitative data of an application's metrics to gain a comprehensive view into employee experiences of using it.

Track and drill down into the quantitative and qualitative data on the Digital Experience Score​ dashboard to gain a comprehensive view into employee experiences of using work devices.

Track and drill down into the quantitative and qualitative data of a device group's metrics to gain a comprehensive view into employee experiences of using the devices.

Get insights into the digital experience of your employees using the Digital Experience Score​ dashboard. You can drill down into the device and application health data to create informed action plans if the employee experience needs improvement.

Digital Experience Score​ (DEX Score) provides comprehensive insight into the digital experience of your employees, enabling you to identify areas of improvement to enhance overall employee experience.

Turn off monitoring for an application in situations where monitoring is causing performance issues or interfering with the functionality of the application.

Download the Desktop Assistant installer on your macOS device to install the Desktop Assistant application.

Download the Desktop Assistant installer on your Windows device to install the Desktop Assistant application.

Download and install Desktop Assistant by using operating system-specific installer commands, Desktop Assistant installers, or endpoint management solutions.

Modify alert rules to fine-tune monitoring criteria and thresholds.

Edit various details about the application, such as its name and monitored processes.

The Proactive Engagement application engages end users when a device issue is detected and guides them to resolve the issue themselves.

Turn on application monitoring to track performance metrics, diagnose issues, and address potential bottlenecks or failures before they affect users.

Activate the DEX Chrome or Edge extension on your system to collect different operational or performance-based metrics for the web applications.

Deploy the DEX browser extension to all your organization's employees using Jamf.

Deploy the DEX browser extension to all your organization's employees using Microsoft Intune.

Enable issue resolutions for DEX Self-service so that end users can resolve device, application, and connectivity issues on their own.

Turn on Desktop Assistant notifications so that employees receive timely updates about important events and activities.

Enable offline monitoring so that metrics collected on a disconnected device are resent to the instance after the device reconnects.

Enable Virtual Agent so that employees can find answers to their questions without waiting on hold or calling an agent.

Engagement settings define how an end user is engaged to self-solve an issue.

The Application and Device Health plugin (com.sn_dex) installs 20 event log monitoring configurations that are active by default. These configurations define the monitored events, log sources, and matching criteria for Windows and macOS devices.

DEX collects and analyzes system events from managed devices so that you can detect issues, set alert thresholds, and investigate incidents faster. You can monitor system-level events across endpoints and take action before issues affect employees.

Configure event rule filters to target specific devices and users by operating system, location, department, or custom conditions.

In this example, a custom device action enables employees to reconnect to their VPN on Windows devices. The action restores access to internal resources from Employee Center without contacting the service desk.

Examples showing the sendDANotification() method of DesktopAppNotificationUtils used to send a Major Incident Management (MIM) alert and a Proactive Engagement (PE) notification.

The Execute remedial action subflow runs a DEX remedial action on a device. The subflow takes inputs, returns outputs and messages, and doesn't run when certain conditions apply.

Use the Execute remedial action subflow to run a DEX remedial action on a device, and test it in Workflow Studio.

The Digital End-User Experience (DEX) suite provides proactive visibility to help you understand and improve the end-user experience across your organization. It includes Application and Device Health, DEX Content Playbook, Desktop Assistant, Digital Experience Score​, and Proactive Engagement to help diagnose and address negative experiences.

An agent or IT operator can create an incident from a DEX alert so that an L1 agent can address the issue.

The Digital End-User Experience (DEX) Insights tab provides reports on the user device battery health, system compliance, system performance, and system time.

Install Agent Client Collector (ACC) on a macOS device so that DEX can collect performance data and identify issues.

Install Agent Client Collector (ACC) on a Windows device so that Digital End-User Experience (DEX) can collect performance data and identify issues.

Install the Digital End-User Experience (DEX) application (sn_dex) to start monitoring devices. Application and Device Health is included as a component of DEX.

The Performance page for an installed application presents details on the location and app version, the number of crashes and freezes, and CPU, memory, and I/O performance.

The devices lists capture data regarding All devices, Active devices, and Impacted devices. This information helps with security and access control and provides insights into user behavior and application usage.

The installed application Client health section presents details on the devices on which the Microsoft Configuration Manager (MCM) policy has run.

The Overview page for an installed application provides information on active alerts, active incidents, currently impacted devices, and the mean time to resolve incidents. Tracking the total active incidents can help you to monitor and manage the overall health of the application.

Install and configure DEX components on your local machine before you deploy them to your organization's employees.

Identify the root cause of boot time issues and get resolutions such as remedial actions, self-help instructions, and relevant knowledge articles to resolve the boot time issues.

Investigate Zoom call performance with ServiceNow Otto for Zoom Call Issues to identify root causes and get resolutions.

DEX Self-service provides base system issue configurations that detect common device and application issues.

Some limitations apply when you create a metric rule and select a remedial action in Proactive Engagement.

Device location determination identifies the number of impacted devices at each location based on configurable logic.

Configure the DEX policy metrics, monitored applications, and threshold-based metric rules for your organization's device compliance report.

Use the Playbook Experience to view current and past remedial actions and to monitor or cancel actions started from the device page Action library.

Monitor applications, devices, and networks; diagnose detected issues; execute remedial actions; and analyze insights to improve employee experience over time using Digital End-User Experience (DEX).

View past and current remedial actions in the Playbooks panel. Monitor or cancel actions run from the Suggested resolutions or Action library on a DEX incident investigation page.

You can manage which Digital End-User Experience (DEX) metrics are collected for a DEX agent policy, stop collecting a metric, or change how frequently metrics are collected for specific criteria.

Map a device user to a DEX user so you can notify the user when device metrics breach a predetermined threshold.

Map cards to sections to specify which cards appear under each section in the Desktop Assistant home page, and the order in which they are displayed.

Microsoft Configuration Manager (MCM) monitoring provides estate-level visibility into MCM client health across all managed devices.

The alert rules page shows information about a specific rule, including its name, app type, rule type, application name, alert severity, and alert status.

Rate limiting controls how many alerts metric and event rules can raise within a time window. DEX enforces a per-rule limit and a combined limit across all rules, so a single rule matching more devices or events than expected doesn't overwhelm alert processing.

Metric rules create alerts based on their trigger criteria, and the alert actions trigger Proactive Engagement.

Alert rules set criteria and thresholds that trigger alerts when performance metrics and events deviate from specified parameters. Use these alerts to identify and address potential issues.

DEX Metrics analyzer enables you to look up metrics collected for specific devices and applications.

The Summary and Call quality metrics tabs display call quality, call issue, and network metrics for Zoom calls.

Endpoint performance and compliance metrics that DEX collects from managed macOS devices, including collection intervals, and associated check definitions and policies.

Endpoint performance and conformance metrics that DEX collects from managed Windows devices, including collection intervals, and associated check definitions and policies.

Analyze user‑level call performance for Microsoft Teams. View call quality, network metrics such as jitter and packet loss, and session details to identify and fix communication issues.

Turn off an existing DEX metric for certain configuration item (CI) criteria by creating a child policy.

Monitor your organization's system performance by tracking CPU, memory, disk, and I/O metrics. Use these metrics to help prevent application bottlenecks, identify storage issues such as slow read or write speeds, and detect delays in data transfer.

Enable advanced monitoring of Microsoft Teams call quality with DEX for Microsoft 365. Track and analyze call performance for a specific user.

Monitor your app's network to maintain performance, reduce latency, and improve security. Track key metrics to spot issues early, optimize resource use, and fix problems before they impact users.

View detailed metrics for the Zoom calls made by users assigned to this device or logged in within the past 15 days.

You can track the health and performance of your organization's applications, devices, networks, and communication tools from the Service Operations Workspace. You can also detect deviations with metric rules and review agent policy coverage and system compliance.

You can monitor non-persistent virtual desktop infrastructures (VDIs) with Digital End-User Experience (DEX) so your organization can track performance issues and troubleshoot device and application performance.

The Network experience pages display information about multiple facets of the network configuration. This information includes connection details, stability metrics, path metrics, and live application hops.

The New record form for DEX event monitoring enables you to add events to monitor.

Use the Digital End-User Experience (DEX) issue diagnosis and resolution agentic workflow from the ServiceNow Otto panel to diagnose and resolve common issues on DEX monitored devices.

Open and log in to Desktop Assistant to get quick access to self-service tools, network tests, important notifications, and support resources.

Open DEX Application and Device Health to view your organization's end-user experience and use application and user navigation and trend analysis to identify the root cause of an issue.

Open Employee Center from Desktop Assistant to access a unified portal for finding information, getting help, and requesting services.

View outages to identify potential task hazards and plan your work accordingly. Outages can be planned, unplanned, or related to service degradation.

The Playbook Experience displays current and past remedial actions executed from different sources. You can manage actions run from the Suggested resolutions or Action library within a DEX incident investigation page.

The Proactive Engagement application supports life-cycle management of solutions. Use it to manage solutions you own and to view solutions that affect your services or products.

Proactive Engagement detects digital experience issues on employee devices and engages employees with resolutions so that they can solve the issues themselves.

Reference topics provide additional information about the cards, lists, and forms that help you configure and use Proactive Engagement.

The base system solution detects and enables you to resolve high disk usage issues by providing a detailed self-help instruction specific to the operating system.

Non-real-time proactive resolution uses reports, dashboards, and scheduled jobs to periodically detect and remediate device issues that require aggregated or configuration data. Examples include system compliance, battery health, and DEX Score trends.

Real-time proactive resolution uses metric rules, alerts, and auto-correction scripts to detect and remediate device and application issues within minutes, before users are affected.

Reviewing the top processes by CPU and memory usage on Digital End-User Experience (DEX) monitored devices helps you identify processes causing device issues.

Customize the base system recipient list for Major Incident Management updates based on application usage.

VDI policy and VDI configuration file records to activate on your instance so that DEX can monitor non-persistent (NP) Virtual Desktop Infrastructures (VDIs).

Reference topics provide additional information about the cards, lists, forms, policies, and check definitions that you use to configure and use Digital End-User Experience and its component applications.

Provide authorization for the ServiceNow instance by registering a custom application with Azure Active Directory.

Configure the Microsoft Teams connection to authenticate ServiceNow requests in DEX for Microsoft 365.

A remedial action runs on an end-user device to resolve an issue. To select remedial action as a resolution type, the remedial action framework must be installed.

Run remedial actions from the Action library in incident investigation with DEX to resolve detected device and application issues.

You can create a custom remedial action by using a PowerShell script packaged in an Agent Client Collector (ACC) plugin and executed on endpoint devices through a check definition.

You can create a remedial action or modify an existing one after you configure the remedial action framework. Remedial action enables you to trigger an action on the impacted device.

A resolution is information that helps end users self-solve an issue, or a remedial action that runs on the end-user device.

Check notification records, queue processing, event handling, logs, and the endpoint client to identify why Desktop Assistant notifications aren't delivered.

Digital End-User Experience (DEX) detects and resolves device and application issues before users report them, which reduces disruptions for employees.

Review and execute suggested resolutions from the Investigation tab of incident records to resolve detected issues on DEX monitored devices.

Run Agent Client Collector (ACC) from a managed group account to meet your organization's security, manageability, and auditability requirements.

Run Agent Client Collector (ACC) as a local system account to fetch the complete playbook content data for a Windows device.