Adoption Services

Guided Tours are available across four user interface types: Standard, Service Portal, Workspace, and Custom UI.

Enable guided tours for Standard platform UI, Workspace, Service Portal pages, and Custom UI.

To customize embedded help for your organization, you can edit a topic in the base system and save it as a copy.

You can create a new custom embedded help topic, for example, if you have a custom application and you want to provide help to users.

After you outline the guided tour, use the Guided Tour Designer (GTD) to enter the steps using callouts and triggers.

Extend Dynamic Guidance knowledge base by linking your custom sources or adding additional sources beyond the default ServiceNow product documentation. This enables Dynamic Guidance to provide answers based on your organization's specific documentation, knowledge articles, or other content repositories.

Adoption Services is a suite of solutions, both products and features, that provide user support and critical information at the anticipated time of need. Such services include in-product help, modals, tours, and guides that teach users how to interact with the UI pages that they’re looking at in their instance.

AI Search extends support to search within Help Panel for knowledge articles and embedded help documents. Only relevant content to the user will be displayed based on their role.

Configure one or more tours to launch automatically when a user lands on a page.

Guided tour configurations allow you to enable, create, modify, and customize tours, as well as configure them to launch automatically and customize the tour experience.

Edit the default onboarding modal to personalize content for your users.

Plan and configure the Embedded Help topics that your organization's users would benefit from.

You can assign a domain to a guided tour during its creation or edit the domain of the tour at any time.

Create a Guided Setup to assist users with planning the roll-out of a product and performing the basic configurations to go live.

Create Help Center content to provide your users with helpful information about the page that they are working on within a configurable workspace.

Translate provided English embedded help content into other languages or create custom embedded help content in the language of your choice.

Create your own onboarding modals to introduce your users to a new experience or application.

You can disable the Provide feedback mechanism by creating a system property and disabling it.

Domain separation is supported for Embedded Help. 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.

In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conkeyref at the end that describes domain separation.Domain separation is supported for Guided Setup. 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.

Enable Dynamic Guidance for users who need access to it in the Help Center and Now Assist panel.

Dynamic Guidance provides an assistance that is fully embedded within the product, enabling users to access relevant information without navigating away from their Workflow.

Reference information for Dynamic Guidance

Dynamic Guidance is a proactive AI assistant invoked from Help Center and the ServiceNow Otto panel that generates voice-based and text-based, step-by-step, real-time guidance across platforms.

You can modify the settings of a guided tour by using the Guided Tour Designer (GTD).

You can embed a link to video content in a custom embedded help topic. YouTube and Vimeo video content is supported.

Embedded help internationalization provides the ability for you to localize your embedded help content to a variety of languages to meet global user needs. You can write your embedded help content in a language of your choice and decide what languages to display.

Before writing custom embedded help, plan the content and note the information used in the Embedded Help form. Careful planning ensures that the topic appears for the right page and role.

The embedded help administrator can use qualifiers to customize content for a common page in the instance.

Reference topics provide information about system properties you may need to configure, as well as basic information about domain separation.

Embedded help content can be targeted to users with a specified role who access the UI page. All roles that contain the role also see the content, unless another topic targeted to their role exists for the same page.

Embedded help is active by default on your instance. The administrator can change system properties to modify how the instance interacts with embedded help.

Embedded help provides targeted help content to a user in a UI page, based on their role. Some embedded help content comes with the base instance. Your organization can add or replace embedded help content.

Embedded help provides targeted help content to a user in a UI page, based on their role. Some embedded help content comes with the base instance. Your organization can add or replace embedded help content.

Discover the components of Guided Tours and learn how to create and utilize guided tours to familiarize new users with the features and processes of the ServiceNow AI Platform.

Help Center provides users with the information they need, and tells users what they can accomplish while they're using a configurable workspace. Help Center content appears in the right sidebar when the user clicks the help icon.

Dynamic Guidance leverages XCC (External Content Connector) to provide intelligent, context-aware assistance by accessing ServiceNow product documentation.

Guided Setup is the product support that organizes configuration activities into categories. Use Guided Setup to step through the initial configuration of any product or application that provides a Guided Setup module.

Customize Guided Tours callout colors in Service Portal.

Learn about the Guided Tours components.

The Guided Tour Designer (GTD) provides an easy way to create guided tours. You can easily drag a callout to the element you want to highlight and enter instructions for each step, along with the corresponding trigger. As you add steps, you have the option to test and modify them as needed.

Guided Tour Designer is an interactive guide that assist administrators in creating and editing guided tours for ServiceNow applications, service portals, and custom applications.

Learn about the primary steps to create a guided tour.

The Guided Tours Overview dashboard provides statistics related to guided tour usage.

Reference topics provide additional information about configuration properties, roles, and more.

Triggers are actions that you take to move the tour to the next step. Each callout in a guided tour step has a specific trigger that activates the subsequent step. You define the trigger for each callout, and only relevant triggers appear based on the UI element referenced by the callout.

The Guided Tour Designer is a tool for creating interactive, step-by-step walkthroughs that guide users through the ServiceNow AI Platform.

ServiceNowGuided Tours are interactive, step-by-step walkthroughs designed to help users navigate the platform's features and processes. They are useful for onboarding new users, training on new features, and providing assistance with specific tasks.

Help center content includes a thumb up or thumbs down feedback option for each Help center article in your instance.

Help Center is the next-generation Embedded Help product for configurable workspaces. Help Center provides targeted help content to users in a UI page, based on the user's role.

There are two kinds of in-product help to assist users in understanding the UI that they are using: Embedded Help and Help Center.

Launch an Onboarding Modal you have created in your instance.

Learn about the limitation of the Guided Tour Designer.

You can modify the default order of priority that is assigned to a role in the Embedded Help Role Priority [sys_embedded_help_role] table. The priority order determines what embedded help content a user accesses on a UI page, based on roles assigned to the user.

Onboarding modals provide a wizard-like experience to introduce users to new experiences and applications in their ServiceNow Next Experience instance.

Planning is essential before entering a guided tour into the system. Create an outline and include any assumptions to assist you during the tour creation.

The Help Center menu includes an option you can use to provide your feedback to ServiceNow about your experience with the current product. All feedback is reviewed and may be used to improve the product.

Test your guided tour to verify it achieves your intended goal.

The Guided Tour Designer has accessibility features so that users can design tours using screen readers and keyboard navigation.

You can assign a list or form view to a step in a guided tour.

Use Guided Tour Designer to create a guided tour to explore the Service Portal home page.

Use the Guided Tour Designer to create a tour that explains how to generate an incident in Workspace.

Use Guided Tour Designer to create a guided tour for assigning a vacation delegate.

Learn how to invoke Dynamic Guidance and use it effectively to enhance your experience.

Use Guided Tours for onboarding new users, training on new features, and providing in-application assistance.

Use Help Center to create Help Center content to provide users with helpful information about the page they are working on within a workspace. Help Center content appears in the right sidebar when the user clicks the help icon

The What's New tab in the Help Center displays information about the new and important features for applications in your instance, including features from the latest ServiceNow release(s).