Digital End-User Experience (DEX) Product Checklist

[Christopher Ell]

The purpose of this post is to provide a high-level guide to quickly install and configure ServiceNow® Digital End-User Experience, a solution deployed by IT to help employees self-solve technology issues and help IT proactively monitor end-user computers and applications. A PDF download of this article is also available below.

1. Request the apps listed on the right from the app store, as well as their dependencies Note: DEX Application and Device Health and related solutions must be purchased from the ServiceNow store for ITSM customers. Please reach out to your account team for more information.	Digital End-User Experience Store Apps: •DEX Application and Device Health •DEX Desktop Assistant •DEX Content Playbook
2. Now that plugin installation on the instance is complete, we need to setup the Dex Agent (ACC) and browser extensions to allow for SaaS and Webapp monitoring from the client.	•Create ACC Registration Key •Windows Agent download and one-line installer •Mac Agent download and one-line installer •Enable DEX Browser extension
3. Setup DEX Content Playbook which offers content to facilitate the monitoring of applications and devices, as well as providing support for application remediation	•DEX Content Playbook •Run Agent Client Collector as local System Account •DEX Content Playbook Mac and Windows Policies
4. With ACC and browser extensions setup, lets add applications to be monitored by DEX ADH.	•Onboard DEX Application & Device Health •Add new application to monitor
5. Now it's time to setup Desktop Assistant to empower end-users to self-remediate.	•Download Desktop Assistant for Windows •Download Desktop Assistant for Mac •Configure Desktop Assistant •Configure Oauth details
6. With proper monitoring in place, and Desktop Assistant installed, it's time to help end-users solve issues before they become productivity blockers with Proactive Engagement.	•Setting up Proactive Engagement •Configuring Proactive Engagement •Metric Rule Triggering Proactive Engagement Through Alerts
7.  Further configure Proactive Engagement by setting up metric rules that trigger device or application alerts. Use the Remedial Action Framework to trigger an action on the end-user device.  Get value fast by using out-of-the-box use cases directly from ServiceNow.	•Configuring Proactive Engagement resolutions with DEX •Resolution for Proactive Engagement •Remedial Action Overview •Configure Remedial Action Framework •Proactive Engagement OOB Use Cases
8. Finally, lets install Digital End-User Score for Digital Workplace Leaders so we have comprehensive insights to employee experience and sentiment across the organization.	•Install Digital Experience Score •Customize DEX Score Metric Definitions •Digital Experience Score Reference

Quick Links 

DEX FAQ

DEX Welcome Guide

DEX On-Demand Bootcamp

DEX Product Docs

Usage & Next Steps

DEX Architecture

Configuring Digital End-User Experience

Features in SOW Investigation Tab

Desktop Assistant Usage Metrics

Network Experience Pages

Tracking Digital Employee using Digital Experience Score Dashboard