Serviice Builder

[user_lm]

Hi,

Need information on Service Builder

- Does the admin have ability to customize anything within the Service Builder.

Example: Workflows, Fields(creation/ updating labels), help content, form layouts.

[merry678gar]

Hello,

Customization Capabilities for Admins in Service Builder:
Workflows:

Admins can customize workflows within Service Builder. This typically includes creating and modifying automated processes (e.g., ticket routing, approval processes, task assignments, etc.). Workflows can often be designed visually using drag-and-drop tools or configured with specific rules and conditions.
Fields (Creation/Updating Labels):

Admins can typically create custom fields to collect the information they need. For instance, they can add fields to service request forms, incidents, or tickets and modify the labels or types of fields (e.g., text, dropdowns, date pickers). Updating labels allows admins to ensure that the language aligns with the organization’s needs.
Help Content:

Depending on the platform, admins may have the ability to customize help content. This could involve creating custom knowledge articles, FAQs, or instructional content that appears within the service portal or help center. Admins might also update the content for various forms of support (e.g., inline tips, contextual help, etc.).
Form Layouts:

Form layouts are customizable by the admin to fit the organization’s needs. This can include adjusting the order of fields, grouping related fields together, adding dynamic form sections (e.g., dependent fields that show up based on a previous selection), and changing the look and feel of the forms.
Example:
For a ServiceNow platform, admins can:

Customize workflows by designing flows and automations using the Flow Designer.
Create custom fields and manage field types via the "Form Designer."
Edit and update labels and help content through the "Content Management" module.
Modify the form layout via UI policies and form layouts to match the business requirements.
Best Regards
merry678

[CelebrateP]

Thanks for sharing this detailed overview of customization options in Service Builder! It's super helpful to see how admins can tailor workflows, fields, and help content to meet specific business needs. The drag-and-drop tools and visual design elements make it sound really user-friendly, especially for building workflows and forms.

I particularly like the mention of dynamic form sections—those are such a game-changer for creating intuitive forms that adapt based on user inputs. It’s great to know platforms like ServiceNow offer similar flexibility through tools like Flow Designer and Form Designer.

Do you have any tips for balancing customization with keeping the interface simple for end-users? It’s always a challenge to ensure powerful configurations don’t overwhelm usability. 

[CelebrateP]

Thanks for sharing this detailed overview of customization options in Service Builder! It's super helpful to see how admins can tailor workflows, fields, and help content to meet specific business needs. The drag-and-drop tools and visual design elements make it sound really user-friendly, especially for building workflows and forms.

I particularly like the mention of dynamic form sections—those are such a game-changer for creating intuitive forms that adapt based on user inputs. It’s great to know platforms like ServiceNow offer similar flexibility through tools like Flow Designer and Form Designer.

Do you have any tips for balancing customization with keeping the interface simple for end-users? It’s always a challenge to ensure powerful configurations don’t overwhelm usability.

[user_lm]

Hi,

Service Builder:

Can someone please help me to understand how the servcie will be in Draft state unless we submit ?