DEX for service desk agents

Diagnose and resolve issues on DEX monitored devices directly from the Investigation tab of an incident record or by using the DEX diagnosis and resolution agentic workflow from the Now Assist panel.

Service desk agents can diagnose and resolve incidents for DEX monitored devices from the Service Operations Workspace by using automated incident diagnosis, suggested resolutions, and AI-driven analysis and resolution plans.

• Use the DEX issue diagnosis and resolution agentic workflow to resolve detected device issues with automated root cause diagnosis and targeted resolution plans. For more information, see DEX issue diagnosis and resolution agentic workflow.
• Expedite incident resolution from the Investigation tab of incident records by using DEX incident diagnostics and suggested resolutions. For more information, see Incident investigation with DEX.