Journey Designer

Activate the Journey Summarization for Managers skill in ServiceNow Otto for HRSD using the AI Admin Hub console. Managers use this generative AI skill to produce and view a summary of an employee's journey based on the information that appears on the Journey detail page.

Enable the Now Assist skill associated with the offboarding knowledge transfer plan generation agentic workflow. This skill supports automated knowledge discovery and categorization during the knowledge transfer process.

Enable the knowledge transfer record created trigger to ensure that the employee review workflow runs after a knowledge transfer record is generated. This trigger allows departing employees to review and approve auto-generated knowledge transfer content before sharing with their manager.

Enable the offboarding knowledge transfer trigger to ensure that the workflow runs at the right time during the employee offboarding process. This trigger automates knowledge discovery and categorization, reduces manual effort for managers, and improves consistency in knowledge transfer processes.

Activate the Onboarding ramp-up trigger to automatically generate onboarding plans at the appropriate time during employee onboarding, reducing manual setup for managers.

Use agentic workflows and ServiceNow Otto for HRSD to facilitate and manage employee journeys throughout the different stages of the employee's career. These workflows, powered by a single or team of AI agents, help your organization by automating procedures for managers while simultaneously curating custom experiences for employees.

You can now cancel Journey Accelerator only journeys from the Employee Center portal.

Several types of components install with the activation of the Journey designer application, including user roles and tables.

Add the Employee Center portal to the AI agent trigger configuration used in the offboarding knowledge transfer plan generation agentic workflow. This configuration change enables managers and employees to interact with AI agents through ServiceNow Otto.

Configure Journey designer in Now Mobile to enable managers, mentors, and employees to interact with their journeys from their mobile devices.

You can configure how many tasks you want to see in your next tasks widget.

Create and modify journeys for employees using Now Assist.

Enable the Journey generation skill in ServiceNow Otto for HRSD using the AI Admin Hub console.

Add Now Assist in Virtual Agent to the Employee Center display experience to enable AI agent conversations during agentic workflow processes.

Executive-focused dashboard with reports containing information such as the number of employees completing their journeys, SLA breaches, average days to complete journeys, and other metrics executives would be interested in.

Managers working for organizations using the offboarding knowledge transfer plan generation agentic workflow can use Now Assist in Virtual Agent to initiate a knowledge transfer request for departing employees. Once the manager confirms the request, an AI agent automatically discovers and categorizes the employee's documents into a structured knowledge transfer summary.

Complete the Journey designer related tasks from Employee Center using the Now Assist Virtual Agent topics.

Journey designer customers must activate the following Lifecycle Events activities to enable support for the Pre-hire experience: Account/role setup and notification and Transition pre-hire to employee. These activities facilitate the transition of roles through which the employee navigates during the preboarding process.

Use task templates to quickly add pre-configured tasks to an employee's journey, such as scheduling a meeting or taking a learning course.

In Journey designer, administrators assign the initial owners and approvers to a plan configuration.

Journey designer administrators can configure the Getting started resources widget to provide quick links that give access to internal and external resources. Administrators can provide links to knowledge base articles, catalog items, pages, or other pertinent information that your organization deems beneficial for an onboarding employee.

Journey designer administrators can configure the Our culture widget to enhance the employee's onboarding experience using rich content. Rich content includes videos, images, or other forms of engaging media to provide the onboarding employee an immersive experience.

Journey designer administrators can configure the Start onboarding widget to create a banner that's used for welcoming an onboarding employee to your organization. Administrators can configure the content and design associated with the banner to meet the needs of your organization.

Create plan types to manage the top-level classification for stages and tasks for Journey types, as well as the header views for users.

Create and manage plan configurations that are based on a plan type. Plan configurations are customized for specific employee audiences.

Create plan types to manage the top-level classification for stages and tasks in a Journey designer plan.

Create and manage stages that are contained inside a plan. Stages contain tasks or to-do lists for managers, mentors, or employees to complete.

Create and manage the task templates that managers, mentors, and employees can use for their Journey designer plans. Use task templates to provide a consistent and streamlined experience for creating Journey designer plans.

Create a Journey designer plan configuration in Journey designer version 2.

A satisfaction score action triggers a widget to appear to the employee, containing either a URL or request to schedule a meeting, when the specific condition is met.

Stages group tasks or to-do lists for managers, mentors, or employees as part of a plan configuration. You must set the stage order and associate the stage with a plan configuration.

Administrators can develop Journey Accelerator templates for customized plans with stages that include user tasks for different audiences.

Journey designer customers must deactivate the following Lifecycle Events activity to initiate the process for enabling the Pre-hire experience: Account setup and notification. The Account setup and notification activity must be deactivated so you can use its replacement, a new Lifecycle Events activity that's designed to support the Pre-hire experience.

Use Guided Tours in Journey designer to get instructions on how to perform a task.​ Guided Tours use a series of steps that may span multiple pages. The tour includes links to detailed documentation.​

Managers and mentors with Can add recommended learning are able to add courses to a journey.

Journey designer administrators create quick links that are part of a journey configuration. Administrator created quick links cannot be deleted or edited by journey owners or mentors.

As an admin you can remove a task type from the types available for bulk update.

View bulk update records to determine if updates were successful or failed.

Approvers receive approval tasks to track reviewing, approving, and rejecting changes to a plan configuration.

Many journeys have similar task types for multiple users. You can update similar task types in bulk for journeys of the same type.

Journey designer admins can configure which task types are available for bulk update and view information about tasks that were updated in bulk.

Administrators can change a plan configuration owner or approver.

Plan configuration approvers review and approve plan configurations.

Configure and manage recommended learning for employee journeys.

Administrators configure Journey designer for the needs of their organization.

Owners add or update the stages in journey plan configurations.

Plan owners create and update task templates that are used in plan configurations.

Users that are managers and have Modifier [sn_jny.writer] permission create journeys for employees and assign mentors to help with the journey.

Journey owners (managers) and mentors create templates of tasks, such as scheduling a meeting or taking a learning course, to assign to employees' journeys.

To delete an administrator created quick link in Journey designer, you must be an administrator.

Delete recommended learning for employee journey configurations.

The Service Portal Designer contains a library of widgets to add to a service portal. The EC homepage journey tabs widget displays key details related to users' journeys.

The Journey designer widget is not on the Employee Center home page by default. An administrator must add it.

Employees have access to the journeys that are assigned to them.

Organization administrators activate and configure Journey designer to help managers and employees understand and actively collaborate on professional and personal journeys.

Journey designer headers can be configured for different journeys so that the different users can have a unique view for their role in the journey.

Manage journey headers or customize journey headers for different journey types based on user roles.

If the demo data wasn’t added during the initial installation, administrators can add demo data to a plugin using Repair install.

Create a journey and embed the necessary components from Lifecycle Events and Journey Accelerator.

A journey configuration requires several fields to be completed or selected.

Enable manager who is creating a journey for an employee, to add relevant learning recommendations for the employee in the Employee Center.

Manage Journey designer users and the roles that they have.

Mentors with the appropriate permission can modify journeys and add other mentors.

Administrators add relevant learning recommendations to a journey configuration.

Journey owners and mentors add, edit, and delete quick links in a journey.

The Microsoft Exchange Online spoke integration with Journey designer is achieved with Journey Accelerator.

Plan configuration owners create and update plan configurations and publish changes.

Journey owners and mentors with the Can add personalized message permission can send a personal message to the employee assigned to a journey.

ServiceNow administrators configure the Journey designer plan configuration feature and process.

The journey template page has information that is useful to the plan configuration owner.

Quick links give employees quick access to varied resources directly from a journey. Administrators, journey owners, and mentors are able to add linked resources to journeys.

Plan owners update plan configurations and publish the changes for review and approval.

Managers, mentors, and other journey participants with access to certain Journey designer task types are able to update similar tasks identified by Journey designer in a single action.

Users in a journey have permissions that enable different levels of access to a journey. Administrators modify user permissions for different types of journeys.

Administrators can configure the user permissions for different Journey designer journey configurations.

These fields are for Journey designer version 2 plan configurations.

Install the HR Service Delivery Virtual Agent Conversations app to enable Journey designer to send actionable notifications as nudges to employees and managers on configured communications channels.

Integrate Manager Hub with Journey designer to facilitate daily activities among various cross-functional processes and departments, and automate processes such as new hire onboarding.

Reference topics provide additional information about the lists and forms that you use to configure and use Journey designer..

The Journey designer app has multiple versions that have different installation instructions and configuration options.

Install the Journey designer version 3 [sn_jny] application to enable administrators and managers to create and manage various professional and personal events and journeys.

Monitor journeys status and manage the Journey designer dashboards.

Modify and manage to-do task templates that managers create.

After you install or upgrade to the latest Journey designer application from ServiceNow Store, you might encounter RCA approval messages requesting for an update in the access request.

Managers create to-do tasks that are saved as templates. The templates are stored as a Journey designer Model Task.

Enable access to the Pre-hire experience and configure its components so your organization can use the Journey designer app to facilitate the preboarding process. You must activate and configure the components for the Pre-hire experience so newly hired employees can use the onboarding portal to embark on their first journey.

The Pre-hire experience is a portal that caters to employees who are in transition between the applicant phase and the onboarding phase. This onboarding portal is a solution that facilitates the preboarding process by enabling employees who have been selected by your organization to embark on their first journey.

Journey plan configuration template management is a collaborative effort that includes ServiceNow admins, journey template owners, and team experts.

Dashboards are configurable graphic displays of key metrics, reports, and other widgets on a single screen.

To make a task template, fill in the task template fields.

Managers, employees, and mentors access journeys from the Employee Center (EC).

Journey Overview is a comprehensive dashboard that allows you to efficiently track and manage ongoing tasks and journeys within the organization.

Use Guided Tours in Journey designer to get instructions on how to perform a task.​ Guided Tours use a series of steps that may span multiple pages. The tour includes links to detailed documentation.​

Journeys are created in the ServiceNow Journey designer application to help employees navigate multi-step transitions, such as onboarding, maternity leave, or an interdepartmental transfer. The Now Mobile application enables users to perform journey-related tasks from the convenience of their mobile device.

When a lifecycle event is triggered, a learning task is created and assigned to the subject person of the case. The task is displayed in the To-dos page in Employee Center.

Create a learning template to simplify the process of creating learning tasks by populating fields automatically.

As a manager, here's how you can view all your journeys and your team's journeys in Journey designer on the Employee Center portal.

Configure a solution definition to display learning recommendation to users with similar journeys.

The agentic workflow uses AI agents to identify, categorize, and transfer knowledge from departing employees to their managers and team.

The Generate onboarding ramp-up plan agentic workflow is an AI-powered solution that helps managers at your organization onboard new employees more efficiently. This workflow uses a team of AI agents to generate team specific and personalized plans for every new hire.

Review and edit AI-generated onboarding ramp-up plans using Now Assist in Virtual Agent. After approval, the plan is added to the new employee's onboarding journey.Managers working for organizations using the Generate onboarding ramp-up plan agentic workflow can use ServiceNow Otto to review and edit personalized onboarding plans generated by a team of AI agents. Once the manager approves a plan that they reviewed, the corresponding plan is added to the new employee's onboarding journey.

Departing employees working for organizations using the offboarding knowledge transfer plan generation agentic workflow can use Now Assist in Virtual Agent to review and approve AI-generated knowledge transfer summaries. Once the employee approves the summary, it’s shared with the manager and designated team members.

Set Onboarding ramp-up trigger to use Employee Center portal in the trigger configuration so the onboarding ramp-up plan workflow is accessible through the portal. Without setting the portal, the trigger will not be visible or usable in the Employee Center portal.

Managers can instantly summarize the information that appears on the Journey detail page to acquire an overview of an employee's journey. This summary also reflects the blockers that are impeding the journey's progress and the steps required to resume the journey's progress.

Activate the AI skills to analyze interview notes and job descriptions, extract keywords, and identify relevant skills for improved skill gap analysis and personalized ramp-up plans. Enable the AI skills to allow the system to analyze interview notes and job descriptions, extract keywords, and identify relevant skills. This improves skill gap analysis and ensures accurate, personalized ramp-up plans for new employees.

Journey designer enables managers, mentors, and employees to create and manage personalized journeys through configurable templates. It allows users to guide and track individual progress with access to dashboards and reports, while leveraging the Now Assist Virtual Agent for automated support.

As an employee with journeys in Journey designer, view your journey overview and tasks associated with that journey in Employee Center.

View your next tasks using the Your next tasks widget on the My journeys page to understand the next steps in your journey.