Next Experience Academy - November 15th, 2023 - Session #15: Guided Tours in Workspaces

MGOPW · ‎12-15-2023

Q&A from the session

Q. Are you able to provide some insight on the Guided Tours and the New UI compatibility?

A. As of vancouver, we now support configurable workspaces, Classic Environment, and portals such as Employee Center/Service Portal.

Q. What perms/ role do you need to create guided tours?

A. guided_tour_admin or admin https://docs.servicenow.com/bundle/tokyo-platform-user-interface/page/build/help-guided-tours/task/a...

Q. If a tour can live in subprod, does that mean that tours captured in update sets?

A. Yes if you want to promote it to different environments.

Q. Has the ability to format text improved over the past few versions? When I was creating them (probably San Diego or even earlier) when I tried to format text colours etc, what I saw when I was building the tour was not what the user saw. I ended up using images of text in powerpoint because the text formatting was so unreliable.

A. The formatting is the same. If you view the tour steps on the tour record, you can see the formatting options avaialble within the steps' HTML formatter. Images and videos are not currently supported in callouts. https://docs.servicenow.com/csh?version=latest&topicname=edit-guided-tour

Q. Roles aside; practically speaking, who is best suited to create the tours? A SN admin, or someone with Training/OCM responsibilities?

A. Someone who not only has access to the guided tour admin role, if you want to promote them to different instances they should also have access to create update sets. Ideally this could be a collaboration between teams, or a citizen dev can do the work, and then an admin can do the code review. Guided tours are pretty low code, with not much or any coding at all required, so those permissions and update set knowledge is all that’s really required.

Q. If you already have PA, is the Guided Tour PA reporting included, or an additional fee?

A. If you have PA licensing the content pack is available per your license, but we do recommend checking with your account team.

Q. In old versions of guided tours there was always an issue when moving the tour through tabs on a form.. Are you aware of that issue in Vancouver.

A. We have some support articles for this at the issue was relating to callout placement on elements that do not have an ID or CSS selector, the overall workaround is to create steps on individual sections: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0692553, https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0690281

Q. how do recomend you handle clone down if the tour does not move to prod?

A. You might need to manually configure a clone exclusion, or reimport the update set back in. Or promote it up to prod, leave it disabled, and re-enable in sub prod (such as it is suggested for Automated Testing Framework so you don't lose your tours in a clone, then you can run your clone scripts to enable the tours that need to be active in sub-production).

Q. I see there are existing Guided Tours. Can these OOB be copied/modified? (Insert & Stay)? or is it best to create new

A. OOB tours are mainly on classic environment. You can definitely try insert and stay, but we suggest you use them as reference and guidance but create your own from scratch to better suit your needs.

Q. We have a form/page that has a dropdown list. When they choose one of the options, it redirects them to another form. When you do this in the guided tour builder, it wants to redirect out of the builder. Is there any way to work around that and get it to advance to the new page within the builder, like it does with straight-forward links?

A. We have information on scenarios in the product docs: https://docs.servicenow.com/bundle/vancouver-platform-user-interface/page/build/help-guided-tours/ta... with some suggestions.

Q. Can you also show how can we insert an animated gif picture into a Guded Tour's baloon? I've just seen docs.servicenow.com has them... Thanks! 🙂

A. Videos and images are currently not supported in Guided Tours callouts. Onboarding experience/modals do support videos and images. https://docs.servicenow.com/csh?version=latest&topicname=next-experience-onboarding

Q. Hi, what accesability is built into guded setups? How does it work with a screen reader for example?

A. It should be in the product docs - you should always keep accessibility in mind when designing and creating them.

Q. I noticed my new Guided Tour has a Tour ID: TOUR0000NaN. This seems to be a random naming convention? is there a standard, or why did it give that ID?

A. That may be a defect, or something set in the auto-numbering in your instance.

Senior Outbound Product Manager, Agent Experiences
Next Experience Center of Excellence: https://nxtxp.link/coe

Next Experience Academy - November 15th, 2023 - Session #15: Guided Tours in Workspaces

Recording Available

Join us for our series of live sessions focused on Next Experience topics such as the Next Experience UI, UI Builder, Configurable Workspaces, Components, etc.

Resources

Next Experience Release Updates

UI Framework Next Experience

Workspace : Next Experience

Q&A from the session

Let's connect together

Next Experience Academy - November 15th, 2023 - Session #15: Guided Tours in Workspaces

*Recording Available*

Join us for our series of live sessions focused on Next Experience topics such as the Next Experience UI, UI Builder, Configurable Workspaces, Components, etc.

Resources

Next Experience Release Updates

UI Framework Next Experience

Workspace : Next Experience

Q&A from the session

Let's connect together

Recording Available