Experience using Playbooks in ServiceNow or any other solution in ServiceNow - next best action

Cristina Silva
Tera Contributor

‎10-08-2023 11:56 PM

Dear knowledge managers,

I wonder if anyone here has experience of using Playbook in ServiceNow or any other step by step instructions that can guide a newly employed user? 

 

Kind regards,

 

Cristina

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3 REPLIES 3

Community Alums
Not applicable

‎10-09-2023 12:24 AM

Hi @Cristina Silva ,

Please go through this doc:https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer...

 

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to Community Alums

‎10-09-2023 03:44 AM

Hi @Cristina Silva 

 

There is Micro cert available to understand more about playbooks under citizen developer.

 

AtulyaG_0-1696848233419.png

 

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jtshone
Tera Expert
In response to nowgpt ai

‎10-09-2023 02:00 AM - edited ‎10-09-2023 02:00 AM

By careful with guided tours.  In my experience they only work well with static forms.  If your UI format/content/layout changes, your guided tour will break and you will be continually maintaining it.

 

It is best suited to very simple process (few steps) and on static content in my opinion.

 

In past we've reverted to screen capture videos instead of guided tours. 

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