Limitations or restrictions of using Guided Tours
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‎04-13-2018 03:23 AM
I've started to explore the Guided Tours module, but I was just wondering if there were any limitations or restrictions of using Guided Tours. I need to know if there any pages or modules that don't allow Guided Tours to be created e.g knowledge, change etc
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‎04-17-2018 02:35 AM
Hi Matthew,
As per I've researched so far, only one guided tour is allowed per role per page. Which means that if you'd like to split a guided tour for an end user for raising a ticket and resolving a ticket, it is not possible. And, in addition to that, you can have a guided tour for itil users and one for admins if you like, but then the admins will see only the one for their roles.
Also, Service Portal is not compatible yet with this module, so maybe on upcoming releases.
But, you can add some embbeded videos on your Knowledge base showing how to perform a specific action. (and the link could be added at the embbeded help of the page). It is a widget that you have to import to your instance, I have tested at my OOB developer instance and it worked !!
https://share.servicenow.com/app.do#/home/false
-Cool Video/Carousel Widget For Service Portal
-KB Article with Video Embed
I hope it will be useful to you !!
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‎05-16-2018 01:46 AM
There is no limit to the number of tours you can have per role per page. This is applicable since Kingston.
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‎04-17-2018 02:51 AM
Thanks. I appreciate that. I was wondering if you knew how I can get the contents of the Embedded Help just to show on the home page of an instance instead of showing it on every overview page.
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‎04-17-2018 03:10 AM
The only way a consultant advised me to do is to customize your main Embedded Help page posting those KB permalinks instead ... Then on each KB document you can add as much info as you want ...
ServiceNow mentioned that in London (if I'm not wrong) it will be possible to create guided tours for several pages and automate those tours for the first time an user access a specific form, which may be useful to you ...
