DEX Self-service issue configuration form

  • Release version: Yokohama
  • Updated April 8, 2025
  • 1 minute to read

    • The DEX Self-service Issue configuration form presents elaborate data on the form's fields and their corresponding descriptions.

    Table 1. DEX Self-service issue config form
    Field Description
    Title Update the title of the issue.
    Category Select the category under which the issue resides.
    Sub-category Select the sub-category.
    Action Applicability Select one of the following options:
    • Diagnose
    • Device actions
      Note:
      If you select Device actions, the Evaluation criteria and Evaluation metrics fields are not available.
    • Both
    Type Select either device or application.
    Device OS Select Windows or Mac.
    Resolution Label Enter the Resolution Label. This label will be used for remedial action button for users to trigger.
    Enables in DEX Now Assist topic Select this check box to view this issue in Now Assist Virtual Agent.
    Enables in EC Self-service Select this check box to view this issue in Employee center.
    Evaluation metric View the selected metric here.
    Note:
    You can select multiple metrics. DEX Self-service checks both the metrics and decides if the category is Good, Average, or Poor. To configure the metrics, see Customize metric definitions.
    Evaluation criteria Add the metric config ID and the value.
    Issue Description Enter the Issue description. This description appears on the DEX Self-service experience.
    Resolution Enter the resolution code.
    Note:
    The resolutions are provided from Proactive Engagement. To configure the resolutions, see Configuring Proactive Engagement resolutions with DEX.