hey y'all welcome back to digital end user experience practitioner video I'm harsh Kumar um you know if you haven't seen the the introduction video I would definitely refer you to look at that video and the link of that video is posted below this video um take a look at that before looking at this video this is one of the practitioner videos where we will discuss about digital end user experience product how to deploy this um how to use the product and so on so forth so this is one of the practitioner videos for the May release May 2023 of digital end user experience product now a couple of things as I mentioned in my introduction video there are two products uh one is desktop assistant product the second product which we call which I call it as application and device health product the application and device product is mainly catered towards it personas um like service desk support desk help desk um workplace agents tax engineers and so on so forth desktop assistant on the other side is mainly catered towards employees mainly focusing on how employees can um you know be better served with self-service and troubleshooting issues that they face and also getting notified um on anything that they that the it feels like notifying them right so with that thank you let's um let's discuss the the overview of the solution before we get into the practitioner demo uh Series right in this uh or we have the solution is pretty simple and straightforward uh customer for Dex ADH product customer is going to deploy a unified agent which is called Agent client collector they're going to deploy that once that is deployed on the inducer device uh the end user device can be Mac windows we support different Windows flavor Windows 10 Windows 11 for Mac we support Catalina montre bixer we support most of the versions so once the customer deploys the agent on the end user device and once the customer defines the applications to monitor we will start collecting golden metrics from the induced device the golden is because we collect metrics that are critical for the performance of the device and applications and then once we collect the data we bring the data back to servicenow directly without any mid Server Connection we basically bring the data to servicenow to generate insights and analyze the data and build dashboards on the data that we are getting and then moving forward we will basically help customers to respond to the insights basically we will ship actions that will help customers to you know respond to let's say an employee complaints I'm not able to access HTTP test uh I'm not able to access a SharePoint so a customer can run a HTTP action right so it can be a diagnostic action or it can be remedial actions so I'm going to cover all that in in in this practitioner video series where I will show you how to deploy agent coin collector how to install the for especially let's say you want to do SAS monitoring how to deploy the Chrome extension and also I will show you how to see the data in servicenow and then um and I'll show you how to take actions on the data right how to basically respond to an employee issue basically you know doing a HTTP test or ping test on that employee device right so so let's get to the practitioner demo Series so in the first video I will basically cover the deployment of agent deployment of the Chrome extension on the Windows device to monitor the applications and installed application and SAS application in the upcoming practitioner video series I will cover the desktop assistant and also I will cover the um the running actions from the service operations workspace so with that let's get started so sorry so sorry first of all um so when you come to so make sure that your instance is set up with Dex so if you want your instance to set up with Dex there as when I say setup with decks it's not just a plugin it is it is not just a store apps that we have launch it is basically the the shared services that are required to run decks right so you please request your you know please request me the instance that you want to set up um and reach out to me uh to my to my team's Channel or to my um to me personally and then I could basically help your instance to be set up for uh with the shared services that you need to run Dex so with that being said um you know let's let's get to the point of the agent so let's say your instance is ready as of now let's say I have my instance which is ready as of now and I'll show you how to deploy agents and how to deploy the how to monitor application so let's first first off you'll start with um agent client collector as I mentioned um uh agent as agent unified agent Dex unified agent is which is Agent client collector is required for monitoring end-user devices so go to agent client collector or you can go to favorites and click on agent client collector here so in this case I go to agent downloads so there are two um options for agent uh installation with mid without mid but for decks you need without mid so make sure that you are not having a mid server for Asian deployment so um so you you need to select connect commands without mid so copy this copy this one line installer again if your Mac OS you have the same online installer you can copy that now once you have copied this go to your in this case I in my case I will be using the virtual machine so go I will go to my virtual machine here and let me show you what this um what does MSI execs would look like so let me copy paste this here so this mxi exec is a single one line installer command uh you could basically look at this single one line installer command um if you want to deploy an MSI manually you have an option here so you could basically deploy that if you want even for Mac if you want to do it manually rather than executing in the terminal you could do that we support both Intel and apple silicon so you can take a look at it now let's say um you as a uh want to execute this on the terminal or on the command prompt you basically copy those online installers respectively and put it on the notepad and see what what it basically requires right so you have MSI exec um which basically requires MSI file file path and it also requires the endpoint Gateway endpoint for agent client collector connection and also it requires the registration key which which is automatically copied and I'll tell you what is registration key and also it requires instance URL so instance URL is automatically copied as well so now let's look at one by one MSI file part you can basically download the MSI to um to your virtual machine or to the the machine that you want to deploy or if you're deploying in a large scale you need to basically send this uh MSI exec package to the the large scale deployment team now once you have done with that once you're done with that you basically copy you know once you have done with the um the second so once you're done with that so once you have the MSI file plot copy that MSI file path in here put it in here and then Gateway endpoint so in the um in the user guide the quick starter user guide there are three Gateway endpoints so you can use any of those three Gateway endpoints so let me show you the user guide that I'm talking about so there's a quick starter user guide so go to this user guide in the user guide there are three links that have been mentioned so again you can use any of these gateways there's we have Regional shared services that we have deployed across multiple uh Data Centers of servicenow and all these gateways like one is an APAC one is anemia one is in um Americas so you use any of these gateways based on the region you are in so copy this Gateway and put this Gateway back in here now once you are done with the Gateway you have a registration key so I'll tell about let me talk about this registration key for a little bit of time so registration key is basically used for agent registering to servicenow so this is mainly used for the initial and check so when the agent reaches out to servicenow servicenow authenticates the registration key for the agent and issues assert and the third will be used for future communication so the registration key is mainly used for the the initial authentication only now for the future communication the agent client collector will use the third provided by the servicenow instance and it is completely Mutual art okay now once you have given the registration key and the instance URL now how to generate multi if let's say if you want to generate multiple registration key you can go to the registration key in your agent registration key and you can generate new registration key right you could basically say hey I want to generate a new registration keyac you could do that right now once you are done with a new generation of registration key copy that registration key in here and put it in the one line installer that you want to run right so now we have the registration key copy that and once you have done with all the parameters that are required for the online installer run this online installer on your command prompt right go to your cmdcon prompt for the windows and for the Mac go to the terminal Mac there is a different command by itself so go to that and copy that online installer over there and execute that online installer right once you have executed now once you have executed you have to do two steps one is you have to when you run this agent client collector will automatically take the servicenow user it will basically use the it creates a default service now user on the machine and uses the servicenow user for running purposes right now for Dex you need to run the agent client collector as a local system account or an administrator right for it to basically collect data and send data back to servicenow so for that you can go to services and when you are you can stop the services stop the services uh stop the agent client collector services and go to properties in the properties go to log on and change it to local system account and then once you apply it and say okay then restart or start the service right now once you have started the service agent line collector will automatically register to servicenow now before I go to the servicenow instance you can check the logs as well so go to go to C program data servicenow folder and then agent client collector in the log file open the ACC log file to see if the connection is happening if the if the agent is able to successfully connect to service now there will be a connection status which will basically indicate agent coin collector has been successfully connected to this particular Gateway right so you will see that information and then once you validate that information you can go back to your service now instance inside the servicenow instance you will see the agent will be up and running right the agent will be up and running without any mid server needed so you can see I have deployed agent client collector on this machine which is Amanda Smith's laptop and it is running once it gets connected to servicenow it'll automatically start the collection it will automatically start the collection of the data when I say collection of the data it is basically collects the config data and you could see that config data wait for like two to three minutes and it will automatically collect data in the host and it in the when I say host it basically populates the data into the cmdbci computer table right now once you see this data it's basically basic conflict data and enhanced config data and you will see most of the data that has been populated except the install software install software will not get populated immediately it will get populated overnight because the policy runs overnight right but other information will get collected as soon as you connect the agent client collector to servicenow instance when I say other information running process serial number ciips memory module storage devices TCP connections and so on so forth right other information will definitely get populated and install software will get populated overnight because it's it's a policy that we have set up to run overnight if you want to change it you can go to Adrian crime collector policy and you can change the policy to run whenever the agent whenever the the the host data collected right now once that is done now you have the agent client collector set up so in my instance I have set up total of 10 um uh virtual machines in my case and I have basically Switched Off few of the data collection here but again you can see 10 devices 10 agents have been set up on multiple virtual machines that I have and now let me go ahead and show you how to deploy the Chrome extension now the Chrome extension is basically for SAS monitoring for SAS monitoring use case I'll show you how to deploy the Chrome extension so now you can go back to your virtual machine now in the in the user guide if you go back to user guide you will find a Chrome web store link and when you open that link you will see a DEX Chrome extension and you can basically there will be something called add Chrome extension to the browser so you can click on that that will automatically add the Chrome extension to your browser once that is done now you can you can do that you can basically add the Chrome extension or you can there's a zip file so download that zip file there's a detailed instruction on how to add that zip file the the downloaded zip file you know just unzip the zip file before you upload so go back to your Chrome extension uh sorry Chrome browser and in the Chrome browser go to more tools and the more tools go to sorry in the so go to more tools and extensions and in extension say load unpacked click on the load unpack go to that particular folder where you have unzipped Chrome extension load that and you will see that in here now you have something called for debugging let's say you're not able to collect metrics and so on so forth for debugging there's something called service worker and you can use a service worker the service worker will automatically show you the URLs that you are actively monitoring on the end user device right so let's say in this case I have monitoring media.com smartsheet.com I'm monitoring figma.com and so on so forth right so so and also when you go to sources or network you will see the data that will be coming back to servicenow again this is mainly for troubleshooting not for the the the real-time setup so for just for the setup go to Chrome extension add that Chrome extension to the browser and you'll be all set with the monitoring of SAS application when I say monitoring we will bring in uh for all the URLs that you define in service now we will bring in um um uh total uh we will bring in the average response time page load time uh fail the request uh total usage time last access time and so on so forth for those URLs now let me show you how to define those application inside decks now you can go back to your instance on your instance go to workspaces in your workspaces go to service operations workspace in your service operations workspace once you have as I mentioned once you have the deck set up you will see the speedometer icon now you will see the speedometer icon if you have if you are a Dax admin um or if you are a DEX user now we have out of the box we have created two rows one is a DEX user role and one is a DEX admin role Dex user role is basically a a service test person or agent person who is responsible to access the data for investigation and troubleshooting Dex admin on the other side is responsible for setting up the application setting up the policy setting up the users and so on so forth so if you have any of these roles you will start seeing the speedometer icon now click on that speedometer icon now once you have once you click on the speedometer icon now you will see let's say you haven't set up anything you haven't set up any application you will see something called you'll see a blank page with a get started icon click on that get started icon it will automatically tell you to set up applications out of the box we ship close to 24 to 25 applications out of the box which includes SAS and installed applications and it will tell you hey pick any of those any of these or Define new applications to monitor and then we will start monitoring those respective application from the end user devices right so let's say in this case you have already set up the applications to monitor but you want to add and remove applications accordingly right so you can go to Administration if you are a DEX admin you will see this Administration page go to Administration in the administration click on applications in the application page you will see all the applications that we would like to monitor right so you will see YouTube figma that as I mentioned we have already defined all those applications out of the box and when you during the onboarding process when you when you see get started you can basically check box and start monitoring them automatically right now in this case on this on this instance I've already set up those applications to monitor so that's why you see all this right so in this case I have YouTube figma Miro and lucidchart and so on so forth and I have like installed applications like slack Firefox Microsoft Edge and so on so forth now for let's say if I want to add a new applications I could go in here and I could basically add a new application if I want to add a new application let's say I want to add let's say servicenow.com right it's our service now right now the publisher I could basically search for the publisher now if there's no publisher here go to Core Company table and add a publisher and you will start seeing a publisher here right now for the SAS application all we need is a URL right so say servicenow.com comma or let's say service now uh service.com comma service or you can start adding more and more commas if you think that hey these are the domains of servicenow right so add those web applications right now let's say if it was install right so let's say installed application you need to give the process names right so you basically say the process name as let's say install let's say you want to go with um Adobe so Adobe and then say publisher is Adobe right and then have an install let's say you know the process let's say the process name is adobe.cc.cc that's it dot exe right and let's say Adobe foreign CC dot app right so if you know if you don't know the process name go to the the respective uh Windows operating system or the Mac operating system and see for the Mac operating system it is pretty simple go to Applications inside the applications you will see there in the applications you will see the particular name of the application put that name for Windows go to the Windows apps and features in the apps and features you will see the exe file that is associated or the EXE the process name that is associated with the application right so it is pretty simple and straightforward input that particular application so let's say or input that process name in here let's say there's another process name for Adobe you can secondary process name you can start inputting the secondary process names here for monitoring now let's say in this case I'm already monitoring a couple of applications here for YouTube I'm monitoring youtube.com as you can see and let me show you what I'm monitoring with respect to slack slack I'm monitoring slack.exe and also I'm monitoring um Microsoft teams uh teams.exe and teams.app right now I'm monitoring all these applications across my end user devices now let me go ahead and show you how to add users to your Dex um console now users you can find Dex users here you can click on users it will show you these are the SN so we have created row as I mentioned we have created a row called SN text SN underscore decks.user this particular role as will provide your support agents and service desk folks to see the Dex data they will just see the data they will just do uh read the data so it says read-only access to see the Dex data and and investigate and do root cause analysis but there's something called Dex admin role as I mentioned there are administrators which is basically SN underscore decks.admin and you can basically go to the SN underscore text or admin and you can start adding that particular role as well now once that is done you know you can see the agent downloads like you know how many agents have been deployed in an instance and also you could see the policies policies that basically Dex executes on that particular device right so uh you can see all the policies that are executing and then you could basically now you have done the setup of decks now the deck setup has been completed with deploying of the agent for SAS monitoring you're deploying Chrome extension um and for Edge we we will we will release the Aged extension in the August release so I'm going to do another practitioner series to show you how to deploy the Aged extension um and then um the administration set up basically showing the applications setting up the application on the Dex console now let's look at how to see the data in in the monitoring data in the Dex console now you can go to dashboard of digital end user experience and then you could you will start seeing seeing the active devices again when we say active the data is coming in it doesn't mean to say the agent is deployed um and you are monitoring the data has to be coming into servicenow and that's why we call it as active devices active users and then you'll see the incidents um associated with those respective um applications that that you have defined I have I have some incident alerts on those applications region I will I will do another practitioner series to to see uh to how to generate alerts for how to create how to create um a metric row to generate text alerts for your applications and then you will see the total usage total average number of users huge by time and then let's go to Applications in applications you will see the respective applications that are being monitored and let's pick one of the applications which is let's say let's do ADP let's do one um SAS application and one installed application let's pick Microsoft OneNote and then let's do I think that should be good so let's do that now let me go let me show you how the data is already being collected from those respective devices so let me show you from the ADP what you'll see so I see some ADP has been used by these main users response time page real time favor requests across all the users incident alerts and impacted users and I'll go to the users and I'll see the list of users who have been using ADP uh who have used ADP in the last five minutes right and who I've been using for last 14 days so we keep the data every um so we keep the data for 14 days so you will see all those users here but again the last but from the dashboard you saw that you know only five active users have been using the ADP now these are the uh you know users who have been using ADP we will show the device name the usage per day the location the last access time now you can see the trends of ADP as well like if there's any other Trends we will show the other Trends we will show the user user by location um and also we will show the respective other metrics and the data right now once you have let's say you want to go to a particular user let's say in this case I want to go I want to see this particular user I can go to the user who's using ADP I could go to Health page in the Health page I will see all these data whereas uptime what is the battery held what is a firewall what is the incidence alerts Associated an old child LLC device events the device events would look like system reboot password reset user creation and the install software right so again you'll see all these data I can go to running process again this is all these data is coming live and again this data was collected 15 hours ago but you can pull it pull the data live from that particular agent back to servicenow right and it's it's changed to just now and you can see the application metrics uh in here let's say I want to look at the different metrics you can see those metrics accordingly and you can even want to see the infinity net benefits metrics you can see those response times and DNS lookup and also you could see the applications that the employer has been using so you will see all the metrics that we collect on the Dex console again we will be collecting more and more metrics as we progress in the next future releases but right now we collect only and full of metrics the golden metrics and you will see those metrics for that user and for that application now let's look at Microsoft OneNote so Microsoft OneNote is installed application so Microsoft OneNote we have total active incidents total active alerts that are assigned to Microsoft OneNote you'll see the CPU and the memory of the memory usage of Microsoft OneNote you'll see the users who have been using Microsoft OneNote in the in the in the dashboard and you'll automatically you can go to a particular user and you can pick that user and you could see the the data of the particular user right the metrics that we are collecting the alerts Associated device events and so on so forth and we also collect the running process actively so you can see the running process on the particular machine which are which is pulled right now and also the application metrics Associated so with this um I want to end my first practitioner video which basically showed the deployment of Agents deployment of the Chrome extension um uh you saw the setup of the application you set up you saw the setup of the users and the administrators and the data that is coming in to servicenow right so those are the that's that's the part of the demo now let me let me in my next practitioner video I'll show you how to deploy desktop assistant and how to use the desktop assistant cool thank you