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

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 Yokohama to Zurich.

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 Zurich

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


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

New features

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


Release	Release notes
Yokohama	Manage your system compliance report Identify vulnerabilities and keep end-user devices secure and efficient by confirming that they meet security policies and regulatory standards. The Compliance report provides a comprehensive view of how well the end-user devices are adhering to the security measures of your organization. Monitor system performance Identify high-performance devices by monitoring critical metrics, such as CPU usage, memory consumption, disk activity, and input/output (IO) reading and writing speeds. Monitoring system performance provides information about how device performance impacts overall system health. Check your device's health Digital End-user Experience Self-service (DEX Self-service) enables you to check the performance of your device using a Device health check. You can check the device health on demand and resolve the issues detected by DEX by leveraging the recommended resolutions for the issues. The resolutions can either be remedial actions (that you can trigger via a button), self-help instructions, or URL. You can also use Device actions which can be triggered even when no issues are detected on the device.  These actions enable you to maintain good performance of the devices and applications Monitor apps network Monitor the advanced metrics like jitter, latency, and packet loss with a visual representation of network hops. These metrics provide real-time insights into network performance, helping to identify bottlenecks and areas for optimization quickly. Additional device metrics Get insights into device health and performance using the newly added device-level and application metrics. These metrics include memory usage, system time, energy consumption, and page file size. They're available in the following pages under Device health or Advanced app metrics: Operating system System compliance metrics Windows power plan File management Windows registry Microsoft Configuration Manager (MCM) application Application freeze Digital Experience Score Measure and consolidate both quantitative and qualitative data to gain a holistic view of the digital employee experience. The Digital Experience Score dashboard (DEX Score) provides data-driven insights to improve your employees' digital experience. DEX Score compiles health metrics scores, user sentiment scores, and service experience scores for applications and devices to calculate the overall digital experience score. Access device lists based on individual device or application health metric scores. Review the list to identify devices with scores below the average for each metric. Proactive Engagement Inform employees by providing any self-help instructions or notifications by Desktop Assistant and email as the two new notification channels along with the existing Virtual Agent option. Explore what Proactive Engagement has to offer with new use cases as part of the base system. The new use cases include poor Wi-Fi connectivity, device crash, app crash, app freeze, Jamf execution, and disconnected Zscaler. User criteria help in grouping the users based on certain conditions. You can set the user criteria settings through Proactive Engagement. Depending on the remedial action chosen from the list while creating a new metric rule, specific input parameters can be configured with advanced settings that will fetch a static input.
Zurich	View collected metrics with Metrics analyzer Using the DEX Metrics analyzer, explore and analyze various metrics for Configuration Items (CIs) through selecting metrics by application, device, location, and OS. Monitoring non-persistent VDIs Set up monitoring of non-persistent VDIs to identify performance issues and to troubleshoot. Set up page-level monitoring Monitor a Web application performance at a specific page level and view the collected metrics in the Metrics analyzer. Assign ITIL-related roles to DEX users 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. Microsoft Teams call quality 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. Create a remedial action 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. Device health page 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. Diagnose and resolve issues on DEX monitored devices 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. Incident diagnostics and suggested resolutions 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. Customize theme, Customize home page, and Create a hyperlink card 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. Zoom call quality 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. View Zoom room metrics 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. Added new remedial actions 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. Enhanced metric rule experience 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.

Changes

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


Release	Release notes
Yokohama	No updates for this release.
Zurich	Desktop Assistant 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. 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. Updated users link reference The user link now redirects to Users page in Service Operations Workspace. Changed device alerts View alerts for both your device and its applications in the Alerts section of the Devices page.

Removed

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


Release	Release notes
Yokohama	No updates for this release.
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.

Deprecations

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


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Activation information

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


Release	Release notes
Yokohama	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.
Zurich	Install Digital End-User Experience by requesting it from the ServiceNow Store.

Additional requirements

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


Release	Release notes
Yokohama	No updates for this release.
Zurich	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
Yokohama	Enable the DEX browser extension for monitoring Web applications to collect various operational or performance-based metrics on your system. For more information, see Enable DEX browser extension for monitoring web/SaaS applications.
Zurich	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
Yokohama	No updates for this release.
Zurich	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
Yokohama	Localization is applicable to DEX in all languages supported by the ServiceNow AI Platform.
Zurich	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
Yokohama	Monitor whether the devices across your organization are adhering to the established application and policy metric compliance rules using the System compliance report. Identify high-performance devices and learn the correlation between your device performance and overall system health by monitoring critical metrics, such as CPU usage, in the System performance report. Monitor the multiple facets of the end-user network performance, including connection details, connection stability and path metrics, and application network hops. Manage what DEX metrics are collected for a DEX agent policy, turn off collection of a metric, or change the frequency for a metric collection. Set up file management to track and manage executable files on your organization devices. Track and manage the Windows registry keys configured for monitoring on your organization devices. View client health metrics with the Microsoft Configuration Manager (MCM) application. Track the impacted device details from the Service Operations Workspace landing page. You can also track the details of all the impacted users and impacted devices from the active alerts. Determine the device location based on the pre-defined custom logic. Diagnose and resolve device issues using the Device health check capability provided by Digital End-user Experience Self-service. Track the digital experience scores of the applications and devices that your employees use with the Digital Experience Score dashboard. The Proactive Engagement application is integrated as part of the DEX suite of applications and is installed along with DEX. See Digital End-User Experience for more information.
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.