Configuring Digital End-user Experience Self-service

The DEX Self-service plugin gets installed automatically with the Digital End-User Experience application. This plugin provides the Device health check capability, enabling employees to check device health based on configurations set by DEX admins.

Configuration overview

1. Configuring Digital End-User Experience

   DEX Self-service gets installed automatically when you install the Digital End-User Experience application.

   Important:

   DEX Self-service is inactive in the base system. To activate DEX Self-service, enable the base system issue configurations. For more information, see Enable issue configurations for DEX Self-service.

2. Activate Proactive Engagement resolutions for DEX Self-service

   Activate base system Proactive Engagement resolutions to enable end users to self-solve issues using DEX Self-service.

3. Enable issue configurations for DEX Self-service.

   Enable base system issue configurations for DEX Self-service to enable end users to self-solve issues using the Device health check capability.

4. Customize DEX Self-service issue configurations.

   Link issues with device health subcategories and categories and define metrics evaluation criteria and issue resolutions. Based on these configurations, issues and their related resolutions display in DEX Self-service. You can access DEX Self-service through the Employee Center, Desktop Assistant, or Now Assist Virtual Agent.

5. Configure DEX Self-service categories and subcategories

   Configure or customize device health categories and subcategories for issues to enable end users to troubleshoot and resolve issues.

6. Configure device actions that end users can initiate from DEX Self-service even when no issues are detected.

Guided setup

The guided setup experience helps you configure the DEX Self-service on your ServiceNow® instance.

This guided setup provides guidance to configure and setup the DEX Self-service experience.