---
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


---

# Customize metric configurations

# Customize metric definitions {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Customize the base system metric definitions based on your business requirements.

## Before you begin

Role required: sn_dex_score.digital_workplace_leader, sn_dex.admin

## Procedure

1. Navigate to AllDigital Experience ScoreMetric Definition Configuration.
2. Open a metric definition configuration to modify its details.
3. On the form, edit the Metric visibility field to determine who can view the metric.
   1. Select the Unlock metric visibility icon ![]() and select the visibility type
   2. From the drop-down list, select one of the following options:  
      * L1 checklist: Metric details are visible to service desk agents from the Investigation tab page of incident records for DEX monitored devices.
      * Advanced: Metric details are visible to administrators and IT operators. Service desk agents can view advanced metrics by toggling Show additional metrics on the Investigation tab page of incident records.
      {#dexscr-customize-dex-score-metric-defs__ul_oqc_5dn_jhc}
   3. **Optional:** To delete a value, select the value and then select the Remove selected item icon ![]().
   4. Select the Lock Metric visibility icon ![]().
   {#dexscr-customize-dex-score-metric-defs__substeps_tkn_5fy_r3c}
4. Edit the Metric category field to specify the device health category that the metric is associated with.
   1. Select the Lookup using list icon ![]().
   2. On the Device self-service categories page, select a category from the Title list.
   {#dexscr-customize-dex-score-metric-defs__substeps_ljw_ygy_r3c}
5. On the form, customize the remaining fields.  
   For a description of the field values, see [Metric definition form](https://servicenow-prod.fluidtopics.net/lFaWLMzIUxOlZh9DAbfWvQ "Update the scoring details of a metric definition, enable or disable it, or specify whether it contributes to the overall DEX score.").
6. Select Update.
**Related concepts**   

* [Metric scores in Digital Experience Score​](https://servicenow-prod.fluidtopics.net/WE94bfti_2FP4HTTI5AyyQ "Learn more about the different qualitative and quantitative metrics in the Digital Experience Score​ dashboard, which provides end-to-end visibility into your employees' digital experiences.")  
**Related tasks**   

* [Define qualitative mapping for a DEX Score metric](https://servicenow-prod.fluidtopics.net/2Pu99~LkTyLQqZdEB3VZHg "Define mapping between the qualitative value and normalized score of a DEX Score metric according to your business needs.")  
**Related reference**   

* [DEX Score metrics calculation](https://servicenow-prod.fluidtopics.net/qHG~iP3miHiAkSWp2VDHwg "Learn more about how the metrics values are calculated in the Digital Experience Score​ dashboard.")
* [DEX Score normalization for metric scores](https://servicenow-prod.fluidtopics.net/bSwp6QHF4ncrt1jgBLZasQ "Learn how normalization adjusts individual scores of each metric to a common scale, enabling comparison across different metrics.")

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