Digital End-User Experience release notes
Summarize
Summary of Digital End-User Experience release notes
The ServiceNow® Digital End-User Experience (DEX) solution is a cloud-based platform offering IT teams comprehensive visibility and monitoring of user applications, networks, and devices. It includes two core products: Application and Device Health, which enables proactive issue resolution, and Desktop Assistant, offering users easy access to self-service options. The Xanadu release introduces significant enhancements to improve performance monitoring, user engagement, and problem resolution.
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Key Features
- DEX Insights: Provides an integrated view of device performance, user interactions, and network health with simplified insights to identify and address issues early.
- Integration with ServiceNow Proactive Engagement: Enables smooth management of digital experiences by monitoring devices and applications, issuing alerts on potential problems, and guiding issue remediation.
- Desktop Assistant with Now Assist: Allows users to independently troubleshoot problems using generative AI through a user-friendly interface.
- Actions and Actions Library: Offers a library of predefined automated resolutions to streamline and accelerate issue remediation within the digital experience environment.
- UI Enhancements: Improved error handling on key pages, expanded status filter options with a default recent 15-minute view for better performance, and scalable pagination options (10, 20, 50, or 100 items per page) for improved usability.
Upgrade and Activation
To upgrade to the Xanadu release, customers should refer to knowledge base article KB1646364 for data migration details. The latest Desktop Assistant version must be installed on both the instance and local machines with administrator rights, even if already up to date. DEX is available for installation through the ServiceNow Store.
Practical Benefits for ServiceNow Customers
- Gain proactive monitoring and early detection of application, network, and device issues to minimize user impact.
- Empower users with self-service troubleshooting powered by AI, reducing IT support load.
- Utilize automated action libraries to quickly resolve common problems, improving operational efficiency.
- Enhance IT service desk capabilities by integrating DEX device metrics directly within familiar ServiceNow interfaces.
- Support digital experience management with localized support across all ServiceNow AI Platform languages and browser extension capabilities for web/SaaS monitoring.
The ServiceNow® Digital End-User Experience (DEX) solution is a cloud-based tool providing IT with comprehensive visibility and monitoring for user applications, networks, and devices. The DEX suite includes two products: Application and Device Health, which helps IT resolve device and application issues proactively, and Desktop Assistant, which provides easy access to self-service options. DEX was enhanced and updated in the Xanadu release.
DEX highlights for the Xanadu release
- Monitor and analyze performance metrics seamlessly through comprehensive visibility of applications, networks, and end-user devices.
- Detect and resolve potential problems before they affect end users through DEX alerts and insights.
- Proactively engage your users and resolve issues they might face.
- Resolve the issues that your users face with actions available in list of predefined issue resolutions called Action library.
See Digital End-User Experience for more information.
Important information for upgrading Digital End-User Experience to Xanadu
- For information about DEX data migration, see the KB1646364 article in the HI Knowledge Base.
- To upgrade your DEX
Desktop Assistant, do the following:
- Install the latest version of the Desktop Assistant in your instance.
- With admin rights, re-install the Desktop Assistant on your local machine even if you have the latest version.
New in the Xanadu release
- DEX Insights
- See a complete picture of your device performance, user interactions, and network health with DEX data. DEX Insights provide a simplified view with clear insights so you can identify issues and remedies before they slow you down.
- Integration with ServiceNow Proactive Engagement
- Keep things running smoothly and avoid interruptions. DEX integration with ServiceNow Proactive Engagement helps make managing your digital experience smoother. It monitors your devices and apps, sends you alerts about potential problems, and guides you through fixing them.
- Desktop Assistant with Now Assist
- Troubleshoot and solve problems independently with Desktop Assistant, which gives you direct access to generative AI on a user-friendly interface.
- Actions and Actions Library
- Automate and streamline issue resolution within digital experience environments using the Actions and Actions Library in DEX. You can use prebuilt solutions and set up automated actions to resolve issues on your own efficiently.
UI changes
- UI error handling
- Enhanced error handling scenarios have been added on the following pages:
- User or Device details
- Web applications
- Installed applications
- Application users page enhancements
- More options have been added to the Status option list, and the last 15-minute option is now a default to improve performance.
- Scalable pagination
- You can now choose to see 10, 20, 50, or 100 pages at a time.
Activation information
Install DEX 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.
Browser requirements
For the web/SaaS application, enable the DEX browser extension for monitoring web/SaaS applications to collect various operational or performance-based metrics on your system. For more information, see Enable DEX browser extension.
Localization information
Localization is applicable to DEX in all languages supported by the ServiceNow AI Platform.