This article walks you through creating a Guided Tour on Service Operations Workspace. Guided Tours are supported on Workspaces as of the Vancouver release. There is a Next Experience Academy session on this topic if you want to watch the recording. I've attached the pdf and update sets from that session here as well.
Prerequisites
Make sure the user you're creating the tour with has access to the Workspace and data you want to create a tour on. In this example, I'm creating the tour with the System Administrator user and replicated some demo data to ensure I could see what agents can see, to make sure the tour operates as expected when other users launch it. You can also provide the guided_tour_designer role to individuals to create tours, just make sure they also have the ability to capture their work in update sets or your organization's way of moving configurations to production as well.
It is suggested to perform these steps or use the associated update sets in a Vancouver Patch 2+ PDI or sub-production instance.
Let's get started
- Navigate to All > Guided Tour Designer > Create Tour
- Name: Here's some guidance: When you create a tour, you are prompted to provide a tour name. The name must be unique and intuitive so your users can understand the purpose of the tour. For example, use “Create a New Incident” or “Review the Incident List” as possible tour names. In this example, I'm going to name this tour: Service Desk Agent Landing Page Overview but any other name that works for your users can go here as well.
- Tour Type: Workspaces
- Manual Selection: True
- Starting Page: Service Operations Workspace: Home (now/sow/home)
- Roles: Specific Roles > itil
- Click the Create Tour button
The Guided Tour Designer window will open with the page that we selected in the steps above.
1. Let's an add Introduction first by clicking on Create Introduction on the right side panel. We'll use the Title: Service Desk Agent Landing Page Overview, and Text: This tour will walk you through the <strong>Service Operations Workspace </strong> landing page you'll see when logging in and how to navigate to your daily tasks. (Tip: You can use HTML formatting such as <strong></strong> and other basic HTML in the Text area) Click Save.
2. On the right-side panel under the Add Callout section, drag and drop the callout to the Banner section of the page, the callouts will suggest Placement based on what's visible on the screen. The Banner section will say 'Hello [Logged In User]'
3. The Callout placement suggested is Below, so let's keep that.
Text: The <strong>Banner</strong> section displays a greeting to you. If you're on call, you'll see information relating to when you're on call here as well.
Choose action: Trigger next step on next button click, so the user has to click Next to move on.
Skippable unchecked.
Click Save.
4. We'll repeat the same steps for the other sections, drag and drop a callout to the Overview section (you can select the Overview text):
Placement: The suggested placement is Above.
Text: The <strong>Overview</strong> section shows tasks assigned to you such as your incidents and their SLAs. You can toggle between your work and your team's work to assist your team in picking up unassigned tasks. Go ahead and toggle the charts to see the changes, then click <strong>Next</strong>.
Choose action: Trigger next step on next button click, so the user has to click Next to move on.
Skippable unchecked.
Click Save.
5. Drag and drop a callout to the Upcoming section (you can just select the Upcoming text):
Placement: The suggested placement may differ based on your view. Choose Left.
Text: The <strong>Upcoming</strong> section will display time-sensitive information such as incidents that will breach or have breached, coaching/learning objectives that are due soon. You can toggle between Today and Tomorrow views.
Choose action: Trigger next step on next button click, so the user has to click Next to move on.
Skippable unchecked.
Click Save.
6. Drag and drop a callout to the Quick Links section (you can just select the Quick Links text):
Placement: The suggested placement may differ based on your view. Choose Left.
Text: You can easily add any frequently used or helpful urls in the <strong>Quick Links</strong> section by clicking +.
Choose action: Trigger next step on next button click, so the user has to click Next to move on.
Skippable unchecked.
Click Save.
7. Drag and drop a callout to the Recently Viewed section (you can just select the Upcoming text):
Placement: The suggested placement may differ based on your view. Choose Left.
Text: The <strong>Recently Viewed</strong> section will display what you've viewed recently, similar to the </strong>History</strong> menu item on the navigation header.
Choose action: Trigger next step on next button click, so the user has to click Next to move on.
Skippable unchecked.
Click Save.
8. Drag and drop a callout to the Getting Started section (you can just select the Getting Started text):
Placement: The suggested placement may differ based on your view. Choose Left.
Text: The <strong>Upcoming</strong> section will display time-sensitive information such as incidents that will breach or have breached, coaching/learning objectives that are due soon. You can toggle between Today and Tomorrow views.
Choose action: Trigger next step on next button click, so the user has to click Next to move on.
Skippable unchecked.
Click Save.
9. At this point, you can Preview the tour to make sure the flow and callouts are where you want them. When you're ready for the tour to go live, you can click Publish in the Guided Tour Designer. The tour will be available in Help Center (?) in the navigation header, but if you want to auto-launch the tour you can configure that as well.
You can also use the link icon in the top right corner if you'd like to send this tour to individuals for testing, or for use in knowledge articles, etc. if you want to supplement guidance articles or content with on-demand tours.
Auto-Launching
If you want to auto-launch this tour when a user navigates to the page for the first time, you can configure that by navigating to All > Guided Tour Designer > Configure Auto Launch.
Locate the tour by the starting page, in our example, it is now/sow/home, you may have multiple tours for different personas associated with this page, which is why the page start is shown tile with the number of tours associated with it.
Summary
This article walked through creating a tour on the Service Operations Workspace landing page, but I've also included tours on the List page and Record page in the update sets associated with this article for you to review and configure to your instance's needs.
Tours on Workspace Record Page Tips
You have configuration options when choosing a workspace record page. These are the same required and optional page parameters that are set up for your workspace record page. Here's how to setup a tour for a new incident (-1 denotes a 'new' sys_id):
Tour Type: Workspaces - Manual Selection (This is important rather than pasting a static URL)
Starting Page: Service Operations Workspace : Record (now/sow/record) - If you're changing this manually after creating a tour, make sure you have now/sow/record instead of something like now/sow/record or the tour won't work.
table: incident
sysId: -1
The other parameters are optional and they'll be updated here where you can find them and when you would use them in the future.
It's important that you set up your tour this way, instead of copying and pasting a new incident URL as workspaces append an additional id such as -1_uid_1, or -1_uid_3, etc. If you use one of these URLs your tour will only work when a new incident matches that uid. Also, it's important to ensure your steps are captured with the Options of : {"url":"/now/sow/record/incident/-1"}, if you start with these recommendations you should not have to change them, but if you have tour steps with options with the uid appended, change the JSON to: {"url":"/now/sow/record/incident/-1"} and it should work.
Tours on Workspace List Tips
When you select a list page as your tour starting page, you'll see some additional fields, which allow for more granularity in launching tours from a list. These can be left blank if you wish to start the tour on the list page and have the user navigate manually.
listId - The Sys ID of the list to be selected from the menu on load. For this example, if you wanted the tour to start on the My Cases list instead of the Open list under Incidents, you can set this value here. If you have a Tiny ID you can leave this field blank and use the Tiny ID, but be advised that the Tiny ID can change with each instance.
configId - A configuration record that defines the list and the groupings that appear in the list menu.
tinyId - The tiny URL value from a tiny URL record (sys_tiny_url) corresponding to the current list. Used to prevent selection of an incorrect list in the list menu when opening a list shared with a tiny URL, i.e. the Copy URL function on a list in a workspace.
Resources
NowLearning Training: Train Users at Scale with Guided Tour Designer
I'm trying to create a guided tour for a custom workspace. The introduction step works fine, but when I add other steps, I keep getting the error "Not found in current view." Has anyone else encountered this issue? I checked the community site but couldn’t find any solutions.
regards,
Misgana
