---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configure DEX Score

# Configuring Digital Experience Score {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Plan and configure your implementation of Digital Experience Score.

## Configuration overview {#dexscr-configuring-dex-score__cf-config-parent-checklist}

* **[Install Digital Experience Score​](https://www.servicenow.com/docs/dleuokhJloF5I1L9mSq_ag)**   
  You can install the Digital Experience Score application (sn_dex_score) if you have the admin role. The application includes demo data that you can load after the installation is complete. It also installs related ServiceNow® Store applications and plugins if they are not already installed.
* **[Customize metric definitions](https://www.servicenow.com/docs/hhY48MsMSmBVsoPaFU8i5w)**   
  Customize the base system metric definitions based on your business requirements.
* **[Define qualitative mapping for a DEX Score metric](https://www.servicenow.com/docs/2Pu99~LkTyLQqZdEB3VZHg)**   
  Define mapping between the qualitative value and normalized score of a DEX Score metric according to your business needs.
* **[Update DEX Score survey configuration](https://www.servicenow.com/docs/vJK~TDpFeFBGqPqzq5lxNw)**   
  Update the survey configuration to identify the recipients, method, and timing for sending the DEX Score surveys.