question Setup Guided Tour for CSM Portal in Developer forum

Setup Guided Tour for CSM Portal

diana_tat — Sun, 10 Mar 2024 15:10:12 GMT

Hi!

I am trying to setup a guided tour for CSM Portal. I put type custom and in the context csm?index.do. I have tried to put the entire URL of the page in the context, but it doesn't work properly. The problem is that the page loads, but with that navigation on top a when I enter in the Portal it shows that there is no tour available.

Any idea on how I should configure?

Re: Setup Guided Tour for CSM Portal

Sumanth16 — Sun, 10 Mar 2024 16:09:00 GMT

Hi @diana_tat ,

Please refer to below article:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0694621

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda

Re: Setup Guided Tour for CSM Portal

diana_tat — Sun, 10 Mar 2024 16:12:12 GMT

Hey! Thanks for the reply. I think I has been implemented since I can see the tour window by default.

Re: Setup Guided Tour for CSM Portal

James Chun — Sun, 10 Mar 2024 19:37:56 GMT

Hey @diana_tat,

Looking at the first screenshot, it appears that you haven't published the Guided Tour yet.

Publishing it should make it available on the UI.

Cheers

Re: Setup Guided Tour for CSM Portal

diana_tat — Sun, 10 Mar 2024 19:41:28 GMT

No, that's not the problem. I published it and it's the same

Re: Setup Guided Tour for CSM Portal

James Chun — Sun, 10 Mar 2024 19:43:46 GMT

Is there a reason why you are using the 'Custom' type and not the 'Service Portal' type?

Re: Setup Guided Tour for CSM Portal

diana_tat — Sun, 10 Mar 2024 19:46:17 GMT

If I select Service Portal it doesn't seem to be an option for the CSM portal.

Re: Setup Guided Tour for CSM Portal

James Chun — Sun, 10 Mar 2024 19:48:13 GMT

'Customer Support' is equivalent to /csm portal. Try that

Re: Setup Guided Tour for CSM Portal

diana_tat — Sun, 10 Mar 2024 19:51:49 GMT

So would you suggest to select like this? Because then in the tour designer it doesn't look like the actual /csm page

Re: Setup Guided Tour for CSM Portal

James Chun — Sun, 10 Mar 2024 19:58:17 GMT

Looks like someone made some changes to the page "Customer Service Portal". If you select the page where you want to include the Guided Tour in the 'Starting Page', it should be fine.

I am guessing it's the home/landing page of the CSM portal? If so, navigate to the CSM portal record ( yourInstanceURL/sp_portal.do?sys_id=89275a53cb13020000f8d856634c9c51&sysparm_record_target=sp_portal&sysparm_record_row=8&sysparm_record_rows=11&sysparm_record_list=) and find the title of the 'Homepage' field. Then you can use that as the 'Starting page' of the Guided Tour.

Cheers

Re: Setup Guided Tour for CSM Portal

diana_tat — Sun, 10 Mar 2024 20:52:24 GMT

the landing page is csm?id=csm_index

Re: Setup Guided Tour for CSM Portal

James Chun — Sun, 10 Mar 2024 21:28:04 GMT

Right, can you share a screenshot of the page that you are trying to use the Guided Tour on and its URL as well?

Also, do you have any 'Page Route Maps' that would redirect a page to another page?

Navigate to Service Portal > Page Route Maps and filter the 'Route from' field with a value of csm_index

Re: Setup Guided Tour for CSM Portal

diana_tat — Mon, 11 Mar 2024 07:06:18 GMT

The page I'm trying to use is the instance name /csm?id=csm_index. I am attaching screenshot on how it looks.

In Page Route Maps, I don't have anything routed to csm_index, so should I create one? And to whom I should link it?

Re: Setup Guided Tour for CSM Portal

James Chun — Mon, 11 Mar 2024 09:47:53 GMT

No, you don't need to create a Page Route Map. The reason why I asked is that there are discrepancies in the Customer Service Portal page (csm_index) between your previous screenshot (csm.png) and what you see on the Guided Tour Designer. This may be because of a Page Route Map but if it's not configured, that's not what causing this.

Frankly, I am not sure why the Guided Tour Designer is displaying a different page. Are you certain you are using the same page? Make sure the page id and name are correct.

Re: Setup Guided Tour for CSM Portal

diana_tat — Mon, 11 Mar 2024 09:52:56 GMT

Thanks for the help! Finally I have figured it out. I was supposed to be configured as Service Portal, Customer Support Portal.