---
title: DEX for service desk agents
description: Diagnose and resolve issues on DEX monitored devices from an incident record or through the ServiceNow Otto panel. Use the Investigation tab or the diagnosis and resolution agentic workflow to identify and address device issues without leaving the incident context.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/digital-end-user-experience-dex/dex-service-desk-agents.html
release: australia
product: Digital End-User Experience \(DEX\)
classification: digital-end-user-experience-dex
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Digital End-User Experience, IT Service Management]
---

# DEX for service desk agents

Diagnose and resolve issues on DEX monitored devices from an incident record or through the ServiceNow Otto panel. Use the Investigation tab or the diagnosis and resolution agentic workflow to identify and address device issues without leaving the incident context.

Service desk agents can diagnose and resolve incidents for DEX monitored devices from the Service Operations Workspace by using automated incident diagnosis, suggested resolutions, and AI-driven analysis and resolution plans.

-   Use the DEX issue diagnosis and resolution agentic workflow to resolve detected device issues with automated root cause diagnosis and targeted resolution plans. For more information, see [DEX issue diagnosis and resolution agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-dex-diagnosis-resolution-workflow.md).
-   Expedite incident resolution from the **Investigation** tab of incident records by using DEX incident diagnostics and suggested resolutions. For more information, see [Incident investigation with DEX](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/digital-end-user-experience-dex/dex-diagnostics-guided-resolutions.md).