---
sourceDocument: Brazil IT Operations Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Operations Management

ft:clusterId :

    - itom

bundleId :

    - itom

workflow :

    - Technology


---

# Use DEX AI capabilities

# Use AI capabilities in DEX {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.

## Agentic AI in DEX {#dex-agentic-workflows__agentic-ai-dex}

Important:  
To access the DEX issue diagnosis and resolution agentic workflow, make sure that you install the following applications:

* ServiceNow Otto for IT Service Management (ITSM) (sn_itsm_gen_ai) plugin.
* Digital End-User Experience application. For more information, see [Install Digital End-User Experience](https://www.servicenow.com/docs/lvbU_Vdm6TylUJ9fpnKGcQ "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.") and [Configuring Digital End-User Experience](https://www.servicenow.com/docs/gBLjP0f7TaZsn9VDcphMog "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.").
{#dex-agentic-workflows__ul_njv_r54_jhc}  
Note:  
* Before you begin, review these [Important considerations for using ServiceNow Otto for IT Service Management (ITSM) agentic AI](https://www.servicenow.com/docs/access?context=important-considerations-itsm-agentic-ai&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US).
* For all available ITSM agentic AI applications, see [Use agentic AI in ServiceNow Otto for IT Service Management (ITSM)](https://www.servicenow.com/docs/access?context=now-assist-itsm-ai-agents-use-cases&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US).
{#dex-agentic-workflows__ul_tvp_jhl_khc}  
Note:  
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

The DEX issue diagnosis and resolution agentic workflow enables service desk agents to diagnose common issues based on real-time insights into device and application health. Service desk
agents can resolve these issues by implementing targeted resolution plans directly from the workspace. The workflow can help reduce the resolution time for incidents.  
The DEX issue diagnosis and resolution agentic workflow uses two AI agents to conduct root cause analysis for incidents and provide issue resolution plans.

* DEX diagnosis AI agent
* DEX resolution plan AI agent
{#dex-agentic-workflows__ul_n2g_grr_bhc}

For more information, see [DEX issue diagnosis and resolution agentic workflow](https://www.servicenow.com/docs/jTWg5uDqcnVBu5B8eIdHtg "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.").

## AI skills in DEX {#dex-agentic-workflows__dex-ai-skills}

The DEX AI skills help diagnose and resolve specific device and application issues.
{#dex-agentic-workflows__dex-ai-skills__entry__3}

| Skill name | Description | Link |
|-|-|-|
| Investigating Zoom call issues | Investigates Zoom call quality issues by analyzing Zoom telemetry and device data and provides resolutions for the issues. | [Investigate Zoom call issues](https://www.servicenow.com/docs/UORh5DoZk_RwdIV_OBb3Wg "Investigate Zoom call performance with ServiceNow Otto for Zoom Call Issues to identify root causes and get resolutions.") |
| Investigating boot time issues | Investigates boot time issues by analyzing comprehensive boot performance metrics on Windows devices and provides resolutions for the issues. | [Investigate boot time issues](https://www.servicenow.com/docs/uSUNsy1E6yUP5WZxrZ43Rg "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.") |
[Table 1. DEX AI skills summary]