Extend ServiceNow AI Platform capabilities

You can activate response templates (formerly known as templated snippets) [com.sn_templated_snip] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.

ServiceNow Voice for HR creates an interaction record for every call between an employee and an HR agent, which contain related lists of details relating to the employee and interaction. To maximize the full feature capability, add the Interaction record to the HR Agent workspace.

Add new redaction codes for sensitive data redaction based on your organization's compliance framework, or modify existing codes to match your document handling policies

Reuse the question categories (metric categories) and questions (metrics) added in the question bank for assessments. You can add metric categories or metrics from the question bank to an assessment, or from the assessment to a question bank.

Reuse the question categories (metric categories) and questions (metrics) added in the question bank for surveys. You can add metric categories or metrics from the question bank to a survey, or from the survey to a question bank.

Reuse the question categories (metric categories) and questions (metrics) added in the question bank for quizzes. You can add metric categories or metrics from the question bank to a quiz, or from the quiz to a question bank.

Send the survey invites to targeted sets of users by adding a recipients list to a survey.

Learn how to review and resolve potential knowledge gaps in the Knowledge Center.

Single Sign-On (SSO) integration between Amazon Connect and ServiceNow eliminates duplicate authentication by using a shared identity provider (IdP) to authenticate agents automatically when they open the Amazon Connect softphone.

Query examples demonstrate how to combine live and archive data for IT operations reporting, customer service case history, and HR compliance audits.

Archive tables use the ar_ prefix followed by the live table name.

Archive tables use a columnar schema optimized for analytical queries. Each archive table mirrors its live table structure with resolved display values.

Archive tables use the ar_ prefix. Integer and reference fields become VARCHAR display values, dates are preserved, and journal fields are serialized.

The article length scan is a script‑based, non‑AI scan that runs in the background while authors work on articles. When the scan detects a length issue, an article length card appears in the Article Optimization panel.

Generate summary and ask questions to gain quick insights from your documents by using ServiceNow Otto in Document Management.

Description of the field values for the Assessment Metric form. Use the fields when you create an assessment metric for a category.

Description of the field values for the Assessment Metric form.

Reference topics provide additional information about the forms, fields, and properties you use while working with assessments.

If you've installed Service Portal, you can use the My Assessments and Surveys widget in Service Portal. Users can view and take assessments in Service Portal. Service Portal also supports assessments for users on mobile devices that have the Now Mobile app installed. The My Assessments and Surveys widget is available by default on the Service Portal home page.

The Assessments and Surveys application helps you create, send, and collect responses for surveys. The application also helps you evaluate, score, and rank records from any table in the system. Create questionnaires that you can assign to one or more users to assess their knowledge of any subject.

The Assessments and Surveys application helps you create, send, and collect responses for surveys. The application also helps you evaluate, score, and rank records from any table in the system.

Assign a style guide to a knowledge base in Knowledge Center so that authors can choose it when they generate articles in that knowledge base. Only active style guides can be assigned.

Resolve multiple H1 tag and title relevancy issues found by article optimization scans. Select the articles to fix, and Knowledge Center creates and publishes a new version of each article.

Review AI-identified groups of similar articles, merge duplicates, and publish the result. Knowledge Center generates a recommendation and confidence score for each topic to help you decide how to act.

An assessable record links a source record you want to evaluate, such as the company record for Amazon or the user record for a sales representative, to a metric type, such as vendors or employees.

In the Assessments application, administrators or assessment administrators can trigger the system to generate scheduled assessments or on-demand assessments when all the prerequisite steps are completed.

An assessment group is a container for assessment instances and assessment results generated in a single occurrence.

An assessment instance represents one occurrence of a questionnaire assigned to one user.

In the Assessments application, a metric category represents a theme for evaluating assessable records in a given metric type.

In the Assessments application, a metric is a trait or value used to evaluate assessable records.

Before you create assessments, assign the assessment_admin role to the appropriate users in your organization and determine your objectives for the assessment.

In the assessment process, users complete assessment questionnaires on topics of interest to provide subjective data for future business decisions.

For every assessment group, there are assessment results.

A bubble chart is a dynamically updated graph that plots assessment results for multiple assessable records.

As an alternative to the Quiz Designer, you can create a complete quiz using records in the Assessment application.

The geolocation feature uses Google Maps to track users, plan efficient routes between locations, and assist in finding accurate travel times for applications that require this information, such as Work Management.

In the Assessments application, assessment administrators create and administer metric types and assessable records.

Users with the survey_admin role can migrate legacy survey data to create copies of legacy surveys and their related records in assessment tables. The Survey Management application, which is built on the assessment engine, is available as an alternative to legacy surveys.

On-demand assessments can be generated for metric types with the Schedule type field set to On demand.

The quiz designer provides a single interface that users with the assessment_admin role can use to create, edit, and distribute quizzes.

The Quizzes application prepares printable scorecards.

Quizzes are questionnaires that you can assign to one or more users to assess their knowledge of any subject. The quiz functionality is built on the assessment engine and provides many of the same features as assessments and surveys.

The system generates a unique scheduled job for each metric type with the Schedule type field set to Scheduled.

You can schedule assessments for preconfigured users or send them to any user on demand.

Configure settings for services that support business applications or the platform.

The business rules, client scripts, and UI actions that the system creates automatically to perform custom transitions exist only while the state flow records that use them are present.

State flows enable an administrator to customize transitions from one state to another in tables derived from the Task [task] table and configure the system to perform work during transitions to specific states.

These survey terms are used throughout the documentation to describe survey management functions and capabilities.

Survey categories provide a way to group questions of a similar theme for a given survey.

A survey definition is the root record upon which a survey is built.

Users with the survey_admin role can use the survey designer. The survey designer lets you create survey categories and questions, configure the details, and publish the survey to specific users or groups.

The survey designer is accessible from Survey Survey Designer .

There are several ways for survey administrators to distribute surveys to users.

You can export a survey and then import it to a different ServiceNow instance.

Survey questions appear on survey questionnaires for the associated survey definition.

All surveys that are assigned to you appear in your personal assessment and survey queue.

Question templates define reusable sets of answer options for survey questions.

There is a metric result record for each user response to each question on every survey instance. Survey results for each question and category are calculated automatically based on the metric result records.

If you've installed Service Portal, you can use the My Assessments and Surveys widget in Service Portal. Users can view surveys in Service Portal. Service Portal also supports surveys for users on mobile devices that have the Now Mobile app installed. The My Assessments and Surveys widget is available by default on the Service Portal home page.

You can distribute a survey by giving survey users a survey URL.

Survey users and survey user groups help survey administrators control who can take a survey.

Trigger conditions specify when to send a particular survey and the persons to send it to.

You can create custom state flows for any table that uses states.

Work notes are an important part of the state flow process and are used to communicate information about state transitions.

Extend the ServiceNow AI Platform with additional applications and features.

Use a  PIN-based authentication mechanism for enabling a customer contact or consumer to connect with the ServiceNow Voice for CSM  application.

Use ServiceNow Voice to facilitate inbound and outbound telephone calls by integrating your ServiceNow instance with a third-party phone system such as Amazon Connect.

Reference topics provide additional information about components installed with ServiceNow Voice.

Enable ServiceNow Voice and integrate it with a third-party phone system such as Amazon Connect.

Learn how to access detailed views for gaps, duplicates, or article optimization from the Insights section in the Knowledge Center.

You can use the APIs in the ServiceNow Voice framework to create a seamless voice call experience for your callers and agents.

Integrate a third-party phone system with your ServiceNow Voice instance to drive the efficiency of your call center without having to navigate through multiple systems while attending a call. Help managers analyze the calls and view call metrics at one place.

Several types of components are installed with activation of the Templated Responses (com.sn_templated_snip) plugin, including tables and user roles.

Configure CTI component logging to enable component logging to the system logs.

You can create a new assessment on a selected assessable records to evaluate, score, and rank records from any table in the system. Then create a metric category and assessment metrics for the assessment, publish the assessment, and assign it to the selected users.

The Out-of-Box (OOB) Knowledge Center settings provide default configurations for article optimization scans. However, users can configure new scans for article optimization.

Ensure that all the necessary information for a phone number is included and properly formatted to successfully route an international call over a territory's public telephone network. Provide the E.164-compliant formatting and validation for phone number.

Configure standard name-value pairs for HTTP response headers. You designate if the configuration applies to all pages, or to specific types (Service Portal, UI Page, or UX application record).

If you have the admin role, you can configure ServiceNow Otto in Document Management in the application enabling the use of its generative AI skills within the application workspace.

Reuse question categories (metric categories) and questions (metrics) from the Question Bank module while creating or updating an assessment.

Reuse question categories (metric categories) and questions (metrics) from the Question Bank module while creating or updating a quiz.

Reuse question categories (metric categories) and questions (metrics) from the Question Bank module while creating or updating a survey.

Add or remove data patterns to customize what the Smart Docs Agent suggests during redaction.

Configure settings in your Amazon Connect instance, and in your ServiceNow instance to allow agents to see a real time transcription of voice calls with customers.

Configure settings in your Amazon Connect instance, and in your ServiceNow instance to allow agents to see a real time transcription of voice calls with customers.

Specify the service URL and other configuration information for third party APIs that are used for sentiment analysis.

The smart documents skill is activated by default on all the tables. Configure it to customize access control, specify which tables use it, or adjust display preferences to get document insights through conversational interactions.

Configure Single Sign-On (SSO) between Amazon Connect and ServiceNow so that agents authenticated through a shared identity provider (IdP) are automatically signed into the Amazon Connect Softphone without a second login.

Article Optimization jobs define a schedule for running scans and their conditional settings. Each job has one or more scans associated with it.

Configure the knowledge content recommendation skill to enable agents to utilize the context menu to elaborate or shorten a knowledge article in the TinyMCE. With the new enhance content editor available with Knowledge Center, agents can create and update the knowledge article with custom instructions.

Create a copy of an assessment with at least one category to reduce the effort of creating another assessment with similar data.

Create a copy of a quiz with at least one category to reduce the effort of creating another quiz with similar data.

Create a copy of a survey with at least one category to reduce the effort of creating another survey with similar data.

Create knowledge articles from content stored in a SharePoint account. When you select SharePoint as the source, AI searches the connected SharePoint account for files relevant to the prompt, and generates an article based on the results.

Create your own custom metric type if you don’t find the metric type that you want in Survey Designer while designing surveys.

Create or modify a response template (formerly known as a templated snippet) to define a reusable message that can be copied to case or task forms or used in Agent Chat sessions to provide quick and consistent messages to users.

Create a style guide that defines the tone, voice, and terminology AI applies when it generates knowledge articles. Assign the style guide to a knowledge base so that authors can select it during article generation.

Description of the field values for the Custom Metric form.

Customize the body message for a request, change, and request item approval sent in Microsoft Outlook.

Customize the body message for a change request approval sent in Microsoft Outlook.

Customize the body message for a request and request item sent in Microsoft Outlook.

Use a recipients list to define targeted set of users for whom the survey invite can be sent. You can use a recipients list for multiple surveys.

Domain separation is supported for Assessments. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Domain separation is unsupported in State Flows. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Domain separation is supported in Surveys. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

If any conrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file. In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conref at the end that describes domain separation.Domain separation is supported for ServiceNow Voice. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Edit the translations for surveys, and after you make the changes, you can publish the translation.

When an administrator creates a survey and assigns it to a user, an email notification is sent to the user. Selecting the survey link in the email notification redirects the user to the survey page, where the user can take the survey. This type of survey is called a non-triggered survey.

Embed an interactive survey in the email notification sent to a user. The user can answer the survey questions and submit the survey from the email client instead of opening the survey in a new browser tab.

Enable the advanced view to customize the actionable message as per the requirement for Microsoft Outlook.

Activate article health score calculation so Knowledge Management assesses and displays quality scores for knowledge articles. Enabling this property activates the health score calculation engine, without which health scores aren't computed or displayed for knowledge articles.

Enable a survey user to take a survey in multiple languages.

To use the Knowledge Center plugin, you must enable the system properties before you configure the space.

Invoke an automated caller interaction with bots to fulfill the caller's request within the ServiceNow instance.

The normalized value is calculated based on a linear equation and the scale definition of the metric. This value can be used for risk assessment.

ServiceNow Otto in Document Management uses generative AI to extract key insights from documents through seamless conversational interactions, reducing manual effort while improving accuracy and consistency.

The Knowledge Center helps manage knowledge articles through an intuitive interface. It provides actionable insights and identifies gaps so that your content stays relevant and accurate.

RaptorDB Professional is a hybrid transactional-analytical processing database that enables Live Archive and Live Connect capabilities.

Using extension points, you can call the custom scripts to extend the functionality of ServiceNow Voice. While integrating a third-party phone system with ServiceNow Voice, you can invoke extension points using the CTI API to handle events in ServiceNow Voice.

Generate audio summaries and interact using voice-based questions to understand and extract key information from documents.

Generate a document summary to get quick insights into key information from documents by using ServiceNow Otto in Document Management.

Track and improve the quality of your knowledge articles using the article health score. Scan results highlight specific issues to fix, and improvements automatically roll up to your Knowledge Base and instance scores.

A response header is a simple name-value pair used in an HTTP response to provide additional information about page content or how the client should process it.

Learn how to find and manage duplicate knowledge articles in the Knowledge Center.

You can install the ServiceNow Voice applications if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

You can install the ServiceNow Voice for CSM application (sn_cti_csm_cnt) if you have the admin role. The application installs related ServiceNow Store applications if they are not already installed.

You can install the ServiceNow Voice for ITSM application (sn_cti_itsm_cnt) if you have the admin role. This plugin installs the ITSM content for integration between ServiceNow Voice and a third-party phone system.

Install Outlook Actionable Messages(sn_ms_oam) plugin to configure actionable messages.

You can install ServiceNow Voice for HR if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

Several types of components are installed with installation of the Amazon Connect Integration with Voice application (sn_cti_amzn_cct), including user roles, plugins, and operation handlers.

Several contact flows and operation handlers are installed with Cloud Call Center for CSM application (sn_cti_csm_cnt).

Several contact flows and operation handlers are installed with activation of the ServiceNow Voice for ITSM application (sn_cti_itsm_cnt).

Several types of components are installed with activation of the ServiceNow Voice Core application (sn_cti_core), including user roles, plugins, and operation handlers.

Several contact flows and operation handlers are installed with ServiceNow Voice for HR Agent Workspace.

Provide customers the ability to use AWA as the routing engine for ServiceNow Voice on Amazon Connect.

Connect ServiceNow Voice of your ServiceNow instance with the Amazon Connect instance to provide a seamless inbound and outbound voice call experience for your callers and agents.

Route calls coming through the ServiceNow Voice to specific phone queues based on user preference, utterances, or any other ServiceNow data to optimize incident resolution.

You can extend the capabilities of ServiceNow Voice for inbound and outbound calls by integrating with other applications.

The ServiceNow Voice for HR Agent Workspace provides seamless interactive voice response (IVR) and calling experiences for your employees and agents by integrating a cloud contact center provider with the robust capabilities of the Agent Workspace for HR Case Management.

ServiceNow Voice with Virtual Agent allows you to use the ServiceNow Virtual Agent conversation as an IVR (Interactive Voice Response) in phone and to use the existing ServiceNow Advanced Work Assignment to find an agent in case of an escalation and allows agents to work in ServiceNow Workspace to manage the incoming cases on the queue.

Access the CSM -specific contact flows and operation handlers when you integrate the ServiceNow Voice application with the Customer Service Management application.

Enable the native voice control to allow the agents to manage the calls using the Interaction Controls Component and the Customer History tab component.

Insert one or more knowledge blocks into a knowledge article within a knowledge base. Each knowledge block is secured by user criteria, which controls who can read or not read the content in an article.

The Knowledge Center article editor has editing tools that help in formatting knowledge article content such as text, images, and media.

Configure the system properties that define when the articles in a knowledge base can be flagged as stale or expiring.

Configure a Box application and connect it to your ServiceNow instance so that knowledge authors can use Box as an external content source for knowledge article creation using AI.

Create a knowledge block to define a reusable piece of content that can be inserted into knowledge articles in a knowledge base. The knowledge block is secured by user criteria, which controls what users, groups, and roles, can read the content in an article, allowing display of content that is relevant only to them.

Use Box to create knowledge articles from content stored in an external Box account. When you initiate article creation and select Box as the source, AI searches the connected Box account for files relevant to the prompt, then generates an article based on the results.

The Knowledge Center (KC) Article Editor delivers an intuitive experience for creating and managing content. Featuring blocks, responsive previews, and AI-powered assistance, it simplifies article design while verifying accessibility and search engine optimization compliance. Backward compatibility with existing templates guarantees a smooth transition for authors and administrators.

Edit knowledge blocks within a knowledge article to update the reused content across articles within the knowledge base.

Enable the knowledge blocks feature for each knowledge base where you plan to use the blocks. Once enabled, you can create knowledge blocks to add to knowledge articles within a knowledge base.

Configure how article and knowledge base health scores are calculated. You can view the default configuration, clone it to create a custom configuration, link knowledge bases to the configuration, and update category and scan weights.

Knowledge Center is a plugin within Knowledge Management that helps in the effective management of knowledge articles by using an intuitive interface.

Knowledge blocks are reusable pieces of content secured by customizable user criteria that you can add to knowledge articles in a knowledge base. The user criteria determine which user roles can or can’t read the block content in an article, enabling only relevant content to be visible to that user.

The Reading Ease scan runs as part of Article Optimization. The scan is triggered each time you save an article or when the scheduled job runs, or both. When the scan detects readability issues with a knowledge article, review and resolve the findings to improve the readability of the article that scored below the acceptable threshold.

The Knowledge Center Article Optimization feature provides automated, actionable feedback to improve content quality, accessibility, and search engine optimization, with configurable scans to identify and fix issues.

The article optimization scan identifies stale and expiring articles. The scan provides information on knowledge base articles that need review or have reached their expiration date. Select the articles and update or retire them to maintain accurate and current information in the knowledge base.

Article Optimization is an automated system that improves the quality and health of knowledge articles by providing actionable feedback to authors and managers.

The ServiceNow Knowledge Center (KC) is designed to simplify the discovery and oversight of the organizational knowledge.

The Knowledge Health Score measures the quality of knowledge articles and your knowledge bases using weighted scan metrics. The score helps you to identify and resolve content gaps that affect discovery and user trust.

Live Archive moves records and attachments from primary tables to object storage, freeing primary storage while keeping the data queryable in the same way as live data.

Live Connect provides read-only SQL access to your ServiceNow tables. You can write queries, build reports, and analyze data in your existing tools while your security controls continue to apply.

When Live Archive moves records out of a live table, it stores them in a corresponding archive table with a different schema and storage format. Understanding these differences is essential for writing effective queries and interpreting results correctly.

Handle all the necessary aspects of document and knowledge base management for your enterprise with several ServiceNow products.

Data management is critical to success in all aspects of your business. Platform tools give you full control over your data, whether in instances, databases, or third-party applications.

Use these applications to help streamline communications, manage work assignments and interactions, and assess employee skills.

Give your customers tailored catalogs for products, and create portals for service requests, using the ServiceNow Service Catalog app.

Description of the field values for the Metric Category form.

Use ServiceNow Otto in Document Management to get key insights from the document through interactive Q&A, and auto- generated common questions. You can enable your agents to understand the documents so that they can give quick insights.

Explore additional ServiceNow ServiceNow AI Platform capabilities features.

Outlook actionable messages plugin enables users to respond to the survey from within the Microsoft Outlook application.

Description of the field values for the Properties form of survey designer.

For both inbound and outbound calls, a provider configuration contains settings about the involved components and message transformers for a specific third-party phone system provider. Any request from that phone system provider is handled within ServiceNow based on these settings.

Description of the field values for the Question Properties form.

Validate that Assessments and Surveys still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.

Reference topics provide additional information about the forms, fields, and properties you use while working with quizzes.

Assessment results obtained by questionnaires and scripted metrics can be mapped to decision matrixes.

Point to a bubble to display a score summary for the assessable record the bubble represents.

You can configure the system to send email notifications for assessments.

The system sends assessment notifications according to the Notify assessment user workflow. Users with the workflow_admin, workflow_creator, or workflow_publisher roles can view workflows.

In the Assessments application, when the system processes completed questionnaires or gathers values returned from scripted metric queries, it generates assessment result records called metric and category results.

The Assessment Overview dashboard displays various assessment reports, such as Assessable Records by Type, Total Metrics by Metric Type, and Assessments by State.

A trigger condition tells the system who to send a designated assessment to and when, based on specific conditions.

You need to choose a data type for each quiz question. Various data types helps you collect and analyze different kinds of data.

The Average Ratings view displays a bar chart of the weighted average rating for each question in a category.

The Averages view compares the current ratings for an assessable record in each metric category with the average, minimum, and maximum values from all assessable records in the filter. All ratings are from assessments generated over the trailing twelve months (TTM).

The X- and Y-axes each represent a different metric category. Assessable records are plotted on the chart as circular markers, or bubbles, which vary in size according to scores for the third category.

The Categories view displays a bar chart showing the average ratings for each category in the selected time interval.

The Category Metrics view displays the weighted average results for each metric within a category. Use this view to learn how individual metrics affect the overall rating for the category.

The Category Results view is a stacked bar chart of responses to all questions in a category.

Users who take assessments are individuals in your organization who have specific knowledge of the assessment categories and the records being assessed.

Assessment administrators can create bubble charts to compare the relative standing of assessable records in three metric categories.

Metric data types have functions that depend on the method that you select.

Geolocation functions in the ServiceNow AI Platform require a Google Maps API for Business license, or a Google Maps Javascript API Key, to enable use of Google Maps.

The Geolocation History [geo_history] table contains the history of each tracked user's location over time.

The Head to Head Compare view allows you to compare the ratings of two assessable records of the same type. Select an assessable record from the choice list to compare against the current record's trailing twelve month (TTM) ratings.

The History view compares the current ratings for each category with ratings from the previous three years or four quarters.

Several types of components are installed with the activation of Assessments and Surveys.

Several component types are installed with Geolocation.

Several types of components are installed with state flows.

The Live Feed view displays Live Feed conversations that apply to the assessable record. Users can view the group feed, including tagged comments, and add comments of their own.

Geolocation adds the Geolocation tracked field to the User form. In the default view of a user record, select the Geolocation tracked check box to enable location tracking for the user.

Only the assessable records associated to a category can be evaluated using metrics in that category. Manage which assessable records you evaluate for each category by creating and removing the associations.

Description of the field values for the Metric Result form.

Metric templates define reusable rating scales for evaluating non-scripted metrics.

When you migrate a survey, the system maps records from survey tables to assessment tables.

The Question Results view shows the results for all questions in a quiz.

Quizzes provide several global reports so that assessment administrators can view important statistics.

The scorecard ratings section displays various ratings for the assessable record.

To maintain accurate result calculations, you may need to make minor adjustments to some of the migrated survey records to ensure results are calculated correctly.

The History view compares the current ratings for the categories and their questions with ratings from the previous three years or four quarters..

Survey administrators—users with the survey_admin role—create and maintain surveys and configure how they are distributed and published. Surveys on Service Portal are also supported.

With Surveys, you can create, send, and collect responses for basic surveys. If Service Portal is installed, users can access and complete the assigned surveys through the My Assessments and Survey widget within the portal.