Solutions are workspaces that gather all the necessary objects for a feature into a single area in Workspace ONE Intelligence. Solutions can include widgets and processes from dashboards, automations, and reports so you can view the health of features and analyze them, find issues, and fix them.

DEEM Solution

Find the dashboards and widgets applicable to your DEEM deployment. Select Solutions from the main Workspace ONE Intelligence navigation, and then select the Digital Employee Experience Management card. For details about DEEM, access Digital Employee Experience Management.

How do you configure the DEEM Solution and view Experience Scores?

You can configure DEEM in the Solutions area of Workspace ONE Intelligence. You must have Administrator and Analyst permissions for Roles Based Access Control (RBAC).

  1. In Workspace ONE Intelligence, select Solutions > Digital Employee Experience Management > Get Started > Set Up.

  2. Select Start to configure the Connect Data Sources tab.

    • Workspace ONE UEM Connection: Often this item is already enabled. Workspace ONE UEM manages your Windows 10 devices and deploys the Workspace ONE Intelligent Hub on to your Windows 10 devices. Access topics on how to configure the Workspace ONE UEM connection.
      • Meet the requirements to use Workspace ONE Intelligence.
      • Register Workspace ONE UEM in Workspace ONE Intelligence.
    • Desktop Advanced Telemetry: Enable this menu item to collect telemetry data for your Windows 10 devices managed in Workspace ONE UEM.
    • Mobile App Telemetry: If you do not use the Workspace ONE Intelligence SDK, you do not need to configure this item. Add applications that use the Workspace ONE Intelligence SDK to collect their telemetry data.
  3. Select Start to Review Experience Scores Thresholds. On this tab, you can view experience scores for desktop apps, mobile apps, device health, and organizations. You can customize the experience scores thresholds by entering values directly in the value boxes above the green, yellow, and red threshold bars. However, editing the values is optional. You can return to the Experience Scores tab and edit values later.

  4. Select Next for each Experience Scores group.

  5. Select View Dashboard to launch DEEM.
    Note: Data does not immediately display because it can take up to 24 hours for the system to calculate experience scores.

How do I find all the data attributes DEEM uses for Experience Scores?

For the latest list of attributes, which can change often, use Workspace ONE Intelligence. Viewing the attributes in the console ensures you see the most current list of attributes.

  1. Go to Solutions > Digital Employee Experience Management > View Dashboard > Settings (gear icon) and select the Experience Scores tab.
  2. Select any of the scores to see the contributing attribute. For example, select Device Health Experience Score and view the attributes for OS Crashes, which are frequency and date range.

What are DEEM Incidents?

Incidents let you track, collaborate, and perform root cause analysis (RCA) within your DEEM Solution.

How can you use Incidents?

You want to perform a root cause analysis (RCA) of an issue in Workspace ONE Intelligence, but you need more than dashboards and reports. You want to track performance through easy-to-understand KPIs (key performance indicators), collaborate through comments and shared objects, and look at what worked in the past so you can apply that knowledge to the present. Incidents is the tool for your RCA.

How does it work?

Within a single workspace in your DEEM Solution, you can select the object you want analyze and fix, see its relevant performance indicators and a dedicated custom dashboard, create workflows, communicate and collaborate with other Intelligence admins, and review past RCAs to repeat successes and avoid failures.

Select an app or devices

In the DEEM solution, create incidents related to three types of issues – Device Health, Desktop Apps, and Mobile Apps.

  1. Go to Solutions > DEEM.
  2. Select View under one of the types, Device Health, Desktop Apps, or Mobile Apps.
  3. Select Add Incident.
  4. Enter a name and include objects to associate with the incident - an app, app versions, a single device, or multiple devices.

Showing incidents within the DEEM solution. Click “view” under Desktop Apps to see poor performing Apps

App Selection after clicking Create Incident

Track fixes against out-of-the-box KPIs

Each incident has a type (Device Health, Desktop Apps, or Mobile Apps) and each type comes with a different set of relevant KPIs listed on the Performance Indicators tab. Use them to track how remediation actions impact the user experience and how they return your environment to normal.

KPIs included out of the box for tracking success of a remediation

Solve problems with a dedicated custom dashboard

You can create a custom dashboard within the incident so that there is a dedicated place for analyzing data. This dashboard does not display on My Dashboards, so it does not clutter that section of the product.

Custom Dashboard on the Incident

Associate Workflows with Incidents

After you determine the root cause of a user experience problem, use a workflow to push the fix to users. This workflow lives within the incident so that you can track KPI improvements and monitor the workflow in a single pane of glass. When you close an incident, the system disables the associated workflows.

Add workflows to the incident to inform users and push fixes

Leave notes and collaborate

Admins can comment and leave notes and findings within the incident record to help with the RCA process. Bringing comments into the console adds to the single workspace, RCA narrative.

Collaborate and leave updates through comments

Access records of past RCA actions

A problem can arise when you have to create lots of one-off, custom dashboards to perform RCA. These custom dashboards can clutter My Dashboard. When you delete these custom dashboards to clean your space, you have no record of the actions you took to solve the problem. Incidents serve as an audit trail of identified problems and solutions by Workspace ONE admins.

View Closed Incidents to see how problems were solved

Vulnerability Management Solution

Use the Vulnerability Management feature in the Solutions area as an alternative to the Vulnerabilities security risk module. The solution gathers vulnerability data, trend widgets, and CVE lists for your managed devices into a single workspace.

Supported Platforms

The Vulnerability Management solution works for Windows Desktop (Windows 10) devices.

What Data Can You See?

Vulnerability Management combines and displays information from Workspace ONE UEM and from third-party reporting services that report security data.

  • Find vulnerabilities reported by the National Institute of Standards and Technology (NIST).
  • See what CVEs (Common Vulnerabilities and Exposures) impact your Windows Desktop devices that are managed by Workspace ONE UEM.
  • View lists of applicable CVEs and read the CVE explanation cards. For each CVE, find what devices are impacted, the event's CVSS (Common Vulnerability Scoring System) score, NIST articles, and Microsoft advisories.

What Are SLAs?

SLAs help you prioritize patch installations and their subsequent KBs. Depending on the security protocols set by your organization, you can set the priority level for installing patches depending on the CVSS score.

For example, if your organization considers CVSS scores ranging from 4.4 to 6.5 as high risk but not critical to the health of your device deployment, you can configure to agree to remediate 50% of devices impacted by a CVE having a score in the 4.4 to 6.5 range within 5 days. You can change the CVSS ranges on the range slider if the default ranges do not match your organization's security protocols.

Workspace ONE Intelligence uses SLA configurations to visualize the health of the patching progress in the SLA Patch Target widget in every CVE.

How Do You Configure SLAs?

Your SLA configurations control the displayed data in the SLA Patch Target widget. View the widget to know if a patching process is healthy or needs troubleshooting.

When you first configure the Vulnerability Management solution, you can configure SLAs in the Input Patching SLAs wizard. Use the Settings area in the Vulnerability Management solution to edit your SLA configurations.

  1. In Workspace ONE Intelligence, go to Solutions > Vulnerability Management > Settings.
  2. Select the Patching SLAs tab.
  3. Optionally, change the CVSS ranges on the range slider by selecting and dragging the radio buttons.
  4. Configure the appropriate Remediation Timeframe and Percentage of Devices Patched for each CVSS score range.

How Do You Use the KB Install Trend Widget?

Workspace ONE Intelligence displays a KB Install Trend widget in every CVE. Use this widget to view the progression of KB installations for all impacted devices over time. For example, if 5 devices require a CVE, you can look at the KB Install Trend in that CVE record to see how many devices have received which KBs by a certain date. If the widget shows 3 devices have installed the KBs by today's date, you know you have 2 vulnerable devices that need the KBs installed. You can take the appropriate action to protect the 2 devices.

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