on - edited on by
Steph Morillo
What are Guided Tours?
Guided Tours is a feature in ServiceNow that assists users in onboarding and training on processes. It provides step-by-step walkthroughs and interactive tutorials to help users understand and utilize the platform's capabilities. The goal of Guided Tours is to simplify the onboarding process, making it easier for both new and experienced users to navigate and maximize ServiceNow's functionalities. By offering contextual guidance and highlighting key features, ServiceNow Guided Tours improve user adoption and efficiency while reducing the learning curve associated with using the platform.
Why should you use Guided Tours?
Admins can train and onboard new or existing applications quickly and at scale with Guided Tours. As of the Vancouver release, Guided Tours can be used in the Classic Environment (forms and lists), Service Portal solutions, Workspaces, and Next Experience pages.
Guided Tours can be created via the Guided Tour designer via a drag-and-drop interface.
In the Vancouver release, we enabled interoperability of tours, for example starting a tour on a Workspace and flowing into a Classic Environment form or custom page.
Use the Guided Tours dashboard to view current trends of tours via statistics and use the data to optimize your tours. If you have a license for Performance Analytics you can use the Content Pack for Guided Tours, which provides an Advanced Analytics dashboard.
If you need to get more granular with tour launching and ending, use the Guided Tour API. You can use the API for custom use cases such as scenarios where tours need to launch on an incident state, via Service Catalog items, assignment group changes, etc.
Who can use Guided Tours?
Users with the admin role can enable guided tours. There is a Guided Tour Administrator (guided_tour_admin) role that can be provided to other users as well. When creating tours, you can determine which roles the tours should be visible to.
How do I get started with Guided Tours?
Step 1: Documentation |
Step 2: Training |
Step 3: Best Practices |
Step 4: Further Resources |
Step 1: Documentation
For an overview of Guided Tours and its functionalities per release, see the product documentation. The Designing guided tours product documentation has some great guidance on how to plan for a guided tour.
Release Highlights
Vancouver
Step 2: Training
Now Learning Training
As recommended above, you should be familiar with administrating on the Now Platform. ServiceNow Administration Fundamentals On Demand.
For specific training on Guided Tours see the Train Users at Scale with Guided Tour Designer course on NowLearning. This course is geared towards the Classic Environment, but you can use some of the examples if you're working on workspaces. Keep an eye out for new learning content soon.
Knowledge
CreatorCon is a special program of sessions and training that runs every year during our Knowledge conference. Every year, we get access to new great presentations and courses about our Now Platform Products.
Developer Program
Next, request a Personal Developer Instance (PDI) to practice what you learned.
Step 3: Guidance and Best Practices
Whether you're new to ServiceNow System Administration or looking to find out the latest information and best practices, we have resources to help you understand how to use Admin Experience features effectively.
Platform Academy
The Platform Academy is a series of live sessions focused on platform topics. The academy occurs every other week on Thursday (9 am PST). There will be product experts on hand to demonstrate concepts, best practices, provide guidance, and answer questions in a live setting.
You must register to receive an invite, and you can register for the entire series at one time.
September 29th, 2022 - Adoption Services (Guided Tours, Guided Setup, Help Center)
Step 4: Further Resources
Developer Program
In addition to PDIs and courses, the developer program publishes blogs, podcasts, and videos about our Admin Experience products.
ServiceNow Content
Video: Next Experience Academy - Guided Tours in Workspaces
Video: Adding step-by-step instructions with Guided Tour Designer (Classic Environment)
Support article: Guided Tour Auto Launch Caveat(s)
Community Content
Our greatest asset is YOU. Our ServiceNow community has a wide array of amazing ServiceNow developers, practitioners, admins, and content creators. Thank you!
Article: Platform: Guided Tours || Knowledge & Troubleshooting Resources
(Author: Maik Skoddow)
(Author: GlideFast Consulting)
(Author: ServiceNerd)
