Agentic AI in DEX

Release version: Australia

Updated March 12, 2026

1 minute to read

Use the Digital End-User Experience (DEX) agentic workflow to diagnose and resolve issues on DEX monitored devices.

Important:

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

Now Assist for IT Service Management (ITSM) (sn_itsm_gen_ai) plugin.
Digital End-User Experience application. For more information, see Install Digital End-User Experience and Configuring Digital End-User Experience.

Note:

Before you begin, review these Important considerations for using Now Assist for IT Service Management (ITSM) agentic AI.
For all available ITSM agentic AI applications, see Use agentic AI in Now Assist for IT Service Management (ITSM).

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.

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 and resolve these issues by providing targeted resolution plans that can be implemented directly from the workspace. It helps to reduce the resolution time for incidents and enhance overall service desk agent experience.

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

For more information, see DEX issue diagnosis and resolution agentic workflow.