---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Use DEX AI capabilities

# Use AI capabilities in DEX {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the Digital End-User Experience (DEX) agentic AI workflow for general device incident diagnosis and resolution, or use specific AI skills to investigate and resolve targeted issues.

## Agentic AI in DEX {#dex-agentic-workflows__agentic-ai-dex}

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

* ServiceNow Otto for IT Service Management (ITSM) (sn_itsm_gen_ai) plugin.
* Digital End-User Experience application. For more information, see [Install Digital End-User Experience](https://servicenow-prod.fluidtopics.net/3Ei~nK2qqh_Lci8rn9XW7A "Digital End-User Experience (DEX) is available with activation of the Digital End-User Experience [sn_dex] plugin. You must have the admin role to install the DEX product [sn_dex]. During installation, Application and Device Health is included as a component in DEX.") and [Configuring Digital End-User Experience](https://servicenow-prod.fluidtopics.net/8XZNMBiqW0MBh~DhxBOwKQ "You can set up and configure Digital End-User Experience based on your organization's specific requirements. Learn how to integrate web and installed applications and to manage the Application and Device Health monitoring system.").
{#dex-agentic-workflows__ul_njv_r54_jhc}  
Note:  
* Before you begin, review these [Important considerations for using ServiceNow Otto for IT Service Management (ITSM) agentic AI](https://servicenow-prod.fluidtopics.net/WcfOlXXsblGBwae~t3mouA "Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.").
* For all available ITSM agentic AI applications, see [Use agentic AI in ServiceNow Otto for IT Service Management (ITSM)](https://servicenow-prod.fluidtopics.net/4Jk8WQleWG1oyOhFHHAkZw "Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.").
{#dex-agentic-workflows__ul_tvp_jhl_khc}  
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](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

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. Service desk
agents can resolve these issues by implementing targeted resolution plans 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
{#dex-agentic-workflows__ul_n2g_grr_bhc}

For more information, see [DEX issue diagnosis and resolution agentic workflow](https://servicenow-prod.fluidtopics.net/JMk~B5cnIRdHnIusrEQRow "Use the Digital End-User Experience (DEX) issue diagnosis and resolution agentic workflow from the ServiceNow Otto panel to diagnose and resolve common issues on DEX monitored devices.").

## AI skills in DEX {#dex-agentic-workflows__dex-ai-skills}

The DEX AI skills help diagnose and resolve specific device and application issues.
{#dex-agentic-workflows__dex-ai-skills__entry__3}

| Skill name | Description | Link |
|-|-|-|
| Investigating Zoom call issues | Investigates Zoom call quality issues by analyzing Zoom telemetry and device data and provides resolutions for the issues. | [Investigate Zoom call issues](https://servicenow-prod.fluidtopics.net/lOM001~QIoxV2CIx75afzA "Investigate Zoom call performance with ServiceNow Otto for Zoom Call Issues to identify root causes and get resolutions.") |
| Investigating boot time issues | Investigates boot time issues by analyzing comprehensive boot performance metrics on Windows devices and provides resolutions for the issues. | [Investigate boot time issues](https://servicenow-prod.fluidtopics.net/Bl0bRXWWOh5rav1g2oRt_A "Identify the root cause of boot time issues and get resolutions such as remedial actions, self-help instructions, and relevant knowledge articles to resolve the boot time issues.") |
[Table 1. DEX AI skills summary]