Customize metric definitions

task australia Updated Sep 10, 2026 1 min read dexscr-customize-dex-score-metric-defs.md

Raw file servicenow.com

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

Before you begin

Role required: sn_dex_score.digital_workplace_leader, sn_dex.admin

Procedure

Navigate to All > Digital Experience Score > Metric Definition Configuration.
Open a metric definition configuration to modify its details.
On the form, edit the Metric visibility field to determine who can view the metric.
1. Select the Unlock metric visibility icon [Omitted image "icon-unlock-visible-fields.png"] Alt text: and select the visibility type.
2. From the drop-down list, select one of the following options:
  - L1 checklist: Metric details are visible to service desk agents on the Investigation tab of incident records for DEX monitored devices.
  - Advanced: Metric details are visible to administrators and IT operators. Service desk agents can view advanced metrics by turning on Show additional metrics on the Investigation tab of incident records.
3. To delete a value, select the value and then select the Remove selected item icon [Omitted image "icon-remove.png"] Alt text:.
4. Select the Lock metric visibility icon [Omitted image "icon-lock-visible-fields.png"] Alt text:.
Edit the Metric category field to specify the device health category that the metric is associated with.
1. Select the Lookup using list icon [Omitted image "icon-magnifying-glass-blue.png"].
2. On the Device self-service categories page, select a category from the Title list.
On the form, customize the remaining fields.

For a description of the field values, see Metric definition form.
Select Update.

Related topics

Digital Experience Score

Define qualitative mapping for a DEX Score metric

DEX Score metrics calculation

DEX Score normalization for metric scores

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---
title: Customize metric definitions
description: Customize the base system metric definitions based on your business requirements.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-operations-management/digital-end-user-experience-dex/dexscr-customize-dex-score-metric-defs.html
release: australia
product: Digital End-User Experience \(DEX\)
classification: digital-end-user-experience-dex
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configuring DEX Score, Configure, Digital End-User Experience, IT Operations Management]
---

# Customize metric definitions

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

## Before you begin

Role required: sn\_dex\_score.digital\_workplace\_leader, sn\_dex.admin

## Procedure

1.  Navigate to **All** &gt; **Digital Experience Score** &gt; **Metric Definition Configuration**.

2.  Open a metric definition configuration to modify its details.

3.  On the form, edit the **Metric visibility** field to determine who can view the metric.

    1.  Select the Unlock metric visibility icon \[Omitted image "icon-unlock-visible-fields.png"\] Alt text: and select the visibility type.

    2.  From the drop-down list, select one of the following options:

        -   L1 checklist: Metric details are visible to service desk agents on the **Investigation** tab of incident records for DEX monitored devices.
        -   Advanced: Metric details are visible to administrators and IT operators. Service desk agents can view advanced metrics by turning on **Show additional metrics** on the **Investigation** tab of incident records.
    3.  To delete a value, select the value and then select the Remove selected item icon \[Omitted image "icon-remove.png"\] Alt text:.

    4.  Select the Lock metric visibility icon \[Omitted image "icon-lock-visible-fields.png"\] Alt text:.

4.  Edit the **Metric category** field to specify the device health category that the metric is associated with.

    1.  Select the Lookup using list icon \[Omitted image "icon-magnifying-glass-blue.png"\].

    2.  On the Device self-service categories page, select a category from the Title list.

5.  On the form, customize the remaining fields.

    For a description of the field values, see [Metric definition form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-operations-management/digital-end-user-experience-dex/dexscr-dex-metric-def-form.md).

6.  Select **Update**.


**Related topics**  


[Digital Experience Score](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-operations-management/digital-end-user-experience-dex/digital-experience-score-overview.md)

[Define qualitative mapping for a DEX Score metric](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-operations-management/digital-end-user-experience-dex/dexscr-define-qlty-metric-score-mapping.md)

[DEX Score metrics calculation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-operations-management/digital-end-user-experience-dex/dexscr-dex-score-metrics-calc.md)

[DEX Score normalization for metric scores](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-operations-management/digital-end-user-experience-dex/dexscr-dex-score-normalization.md)