User Experience Analytics: Yokohama Release FAQs

[SamanthaWorsham]

User Experience Analytics: Yokohama Release FAQs

Table of contents

• What changed in Yokohama?
• How do I upgrade?
• Are there any prerequisites?
• Where is User Experience Analytics data hosted, and how is it secured?
• Why isn't data showing up in Navigation Path?
• Why can't I filter older performance data?
• How is a session defined?
• What updates were made to user consent management?

Overview

We've compiled a list of common questions we're getting from customers specific to the Yokohama release. Last updated May 2025.

What changed for User Experience Analytics in the Yokohama release?

We re-platformed User Experience Analytics, which unlocks many enhancements including a new UI, more performant visualizations, and regional data residency so our EU and GCC customers can use these features while staying compliant. See more information in our User Experience Analytics release notes - Yokohama and our Community article What's new in User Experience Analytics for Yokohama.

How do I upgrade User Experience Analytics in my instance?

User Experience Analytics is available out of the box. There is no need to install an application or plug-in; as soon as you upgrade to Yokohama, you will be able to access the improved experience.

Are there any prerequisites for accessing the Yokohama release of User Experience Analytics?

Most customers automatically meet the prerequisites to enjoy the enhancements we made in Yokohama. However, if you are having issues accessing User Experience Analytics, please check that your instance meets the following criteria:.

• Your instance must be migrated to ADCv3. You can check that your instance is on ADCv3 following the instructions in the FAQ ADCv3 Migration KB article. If you find that you are not migrated, reach out to ServiceNow support for assistance.
• You must have the Certificate Based Authentication plug-in installed and mTLS enabled.
• You must have either the analytics_admin or analytics_viewer role assigned to your ServiceNow user.

Where is User Experience Analytics data hosted? How is the data secured and accessed?

As of Yokohama, User Experience Analytics data is hosted on a shared backend, replicated across ServiceNow paired data centers residing within your region - AMS, EMEA, or APAC. An additional backup copy is stored in Canada, where all pre-Yokohama UX Analytics data was stored prior to the re-platform effort. Security is enforced at the query layer through mTLS, ensuring that only the specific instance making the request can access its corresponding data (see prerequisite question above). An authorizer sits in front of the query layer and validates the request by checking the Glide certificate against the instance's data being requested.

I upgraded to Yokohama. Why isn't any data showing up in Navigation Path?

In Yokohama, we introduced a data sampling toggle on the Navigation Paths page which is set to true by default. If you do not see any data on the page, turn data sampling off.

I upgraded to Yokohama. Why can't I filter older performance data?

User Experience Analytics was re-platformed, enabling enhanced filtering capabilities including by custom user properties. However, data collected before your upgrade isn't filterable using these new properties. Filtering is only available from March 1st onward—the effective date based on either when your instance migrated to Yokohama or when data backfill was enabled, whichever came first.

What is a session? Does it differ from the definition of "session" prior to the Yokohama release?

For Yokohama and future releases, a session for both mobile and web applications begins with the first user interaction and ends after 30 minutes of inactivity or 4 hours of continuous activity.

This differs from Xanadu and prior releases, where a mobile session began when the app was launched or returned to the foreground and ended when the app was minimized to the background. The definition of a session is now consistent across mobile and web applications.

What updates were made to user consent management?

Starting in Yokohama, “No Consent Required” is the default setting for all country consent policies. If your organization previously edited a country's consent policy, it will retain the value you set. However, if your organization did not customize a country's consent policy, it will be updated to the new default.

Functionality for configuring consent policies for each country or more granularly via script remains the same. However, admins can now configure the language for opt-in and notice messages as well as link to a custom privacy policy. See User privacy, tracking, and user consent management in User Experience Analytics for more information.

Users who previously fell under "Explicit Opt In" or "Notice" consent policies and opted in or out of tracking will retain their individual settings. These users will be prompted to opt-in or accept notice once every year, regardless of their current settings. New users will not require consent or receive a notice unless you update their country's consent policies. However, users can still update their tracking preference independently by navigating to their settings (see User tracking preferences - Yokohama documentation).

[Ekaterina]

That's so cool, but only if you don't have to deal with figuring out mentioned prerequisites!

@SamanthaWorsham , would be great if you elaborate how generic CBA article KB0993615 referenced in this article is supposed to help? Specifically, I'm very curious about point 4 from "Prerequisites" section in appliance to a task to set up prerequisites for UXA to use all those wonderful improvements, not just a generic CBA configuration case.

[SamanthaWorsham]

@Ekaterina as mentioned, most instances already meet prerequisites. If your instance is upgraded to Y, you have the correct permissions (analytics_admin, analytics_viewer, etc as outlined in documentation), and you're having trouble finding or loading the application (or seeing the new interface), please ensure inbound CBA is configured and check that your instance is migrated to ADCv3. Otherwise, reach out to support for assistance.

[Ekaterina]

@SamanthaWorsham, right.. so if i read your post correctly, in case of any trouble with pre-requisites, support should be contacted to do a proper configuration. okay, but that does not answer a question why generic CBA article KB0993615 is referenced here in the context of UXA?

in this specific situation this article is unhelphul and simply brings confusion, much better approach then would be to guide clients to contact support directly without wasting time on this article.

upd: support also confirmed that "the certificate that was previously mentioned doesn't apply in this case and can be disregarded" meaning that whole CBA configuration is not required here and article KB0993615 not applicable. yes, ADC should be v3, mTLS should be enabled (this is done through some automated request which is not mentioned anywhere), CBA plugin shoud be installed, but no configuration or certificate import needed. 

so would be great to update this post, so that someone else does not waste so much time as i've already had to. also update KB1706051 as it is referring to KB0993615 too.

[SamanthaWorsham]

@Ekaterina thanks so much for bringing that to my attention. I will edit the article to reflect that and note the KB articles that need updates as well.

[Ekaterina]

@SamanthaWorsham wonderful, thanks a lot!