Guided Self-Service reference

reference australia Updated Sep 10, 2026 4 min read gss-guided-self-service-reference-info.md
Raw file servicenow.com

Use the following reference information for the Guided Self-Service functionality.

Guided Self-Service: Things to remember

You can display Guided Self-Service as a widget on the home page or as a quick link or as a widget on topic pages. Remember the following information:

  • Ensure that the sn_hr_sp.esc_admin user has the playbook.write role to edit the playbook design and playbook_experience.admin to preview the guided experience.

  • Only when the playbook and guided help process are in an active state, the guided help process appears on the Employee Center.

  • Guided Self-Service can’t be created from the playbook page directly, create the process from the GSS form, see Configure Guided Self-Service.

  • Guided Self-Service flow is a single-stage flow.

  • The Activity Definition [sys_pd_activity_definition] table lists the definitions for the activities that you can add to a playbook in Workflow Studio.

    To access the activity definitions, navigate to Process Automation > Process Automation Administration > Activity Definitions

  • State management of your choices in an activity is retained for 24 hours only.

  • When a guided process activity is partially completed or aborted mid-way, you can resume and complete the rest of the process within 24 hours.

  • Currently, the option to restart the activity or change the selections isn’t supported after 24 hours. The process restarts afresh.

  • The completed self-service is purged after 30 days with the auto-flush schedule available from sys_trigger_list.

  • The Cancel incomplete guided help playbook scheduled job for the automatic cancellation of incomplete guidance is only available for admin.

  • Deleting the GSS process from sn_ex_sp_gd_help_process doesn’t delete the process from sys_pd_process_definition.

Parent Topic:Employee Center reference

Related topics

Activity Configuration form

Activity Configuration Detail form

Approvals experience reference

Connected Content form

Default Employee Profile Header Configuration record

Employee Center widgets

Employee Profile form

Employee Profile Header Configuration form

Employee Profile portal configuration form

Employee Profile upgrade scenarios

Enhanced Requests Experience forms

External Link form

Featured Content form

Footer form

Footer Menus form

Menu Item form

Overview section form

Portal notification configuration form

Portal notification content form

Trigger conditions form

Quick Link form

Tab widget mapping form

Taxonomy form

Topic form

User Criteria form

User Criteria output

Schedule appointment form

Location Consent form

Website configuration form

Use Guided Self-Service

Search documentation
Search document titles and file paths on the australia branch