If you miss any content, please leave it as a comment and I will add it to this article.
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My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What are Guided Tours?
Guided Tours in ServiceNow are an interactive training and onboarding feature within the platform's user interface that provide step-by-step walkthroughs to guide users through completing tasks directly in their browser, such as navigating forms, lists, Service Portal pages, workspaces, or custom UI elements. Administrators or users with the guided_tour_admin role create these tours using the Guided Tour Designer, adding customizable callouts with instructions, triggers for user actions like clicks, and optional skippable steps to accommodate dynamic UI conditions, ensuring flexibility and reliability during execution. Tours can auto-launch on first visits, be role-based for targeted delivery, or triggered via API for advanced scenarios, ultimately accelerating user adoption, reducing support needs, and enhancing productivity by embedding contextual self-help without leaving the application.
Entry point to the official product information pages
Entry point to the official product documentation
Trainings
Train Users at Scale with Guided Tour Designer
Attend this lab where we will introduce you to the Guided Tour Designer. Using the lecture and demonstration, you'll be able to request your own lab instance to create, edit, and publish guided tours.
Articles & Blog Posts
by ServiceNow Support
How to setup Guided Tours for a Specific Catalog Item on the Portal (KB0715362)
This article describes the steps you need to take to create a guided tour for a specific catalog item.
2021-01-18 by JS Loera
Here are some tips related to guided tours.
2021-01-18 by @Alex Coope - SN
Need to translate a Guided Tour? - check this
For those reading this just after the Christmas break, I hope you all had a good one and a happy new year. Just before the holidays my team and I were asked "how do you translate a Guided Tour?", so we put pen to paper and made another PoC Localization Framework artifact.
Videos & Podcasts
2020-06-18 by GlideFast Consulting
How To Use ServiceNow Guided Tour Designer
Jonathan Jackson of GlideFast Consulting explains how to use ServiceNow Guided Tours in this Share the Wealth session.
2021-07-08 by ServiceNow Dev Program
On this episode, Chuck will be creating some Guided Tours to help karaoke customers use the karaoke Service Portal app more effectively.
2022-08-11 by GlideFast Consulting
Advanced Guided Tour with Conditions in ServiceNow
In this Share the Wealth session, Technical Consultant Bradley Frank gives an overview of Advanced Guided Tours with Conditions in ServiceNow.
2022-11-14 by ServiceNerd
ServiceNow Guided Tour for a Catalog Item
In this short video we look at what are ServiceNow Guided Tours? Where can we use them? What plugins we need, if any, and of course we do a quick setup demo for a guided tour on a catalog item.
2023-12-15 by ServiceNow Community
Join our Next Experience Academy to unlock the full potential of ServiceNow's workspaces. Discover how guided tours can now seamlessly enhance your workspace experience, new in Vancouver!
2024-06-26 by ServiceNow Community
We held a Platform Fundamentals Academy session on Guided Setup & Guided Tours and during this event, participants discovered how these powerful tools can enhance product adoption by simplifying implementation and streamlining user onboarding. This session was an excellent opportunity to elevate ServiceNow expertise and drive organizational success!
Troubleshooting
Known Error Portal
Pre-configured filter for the respective topic. Remove the query string or modify the filters on the left side if you want to narrow down the search results in a different way.
Selected Articles
Guided tour issue with adding step to tabbed form (KB0690281)
Guided tour steps missing in designer (KB0692631)
Guided Tour Auto Launch Caveat(s) (KB0726270)
Guided Tours will not start; the 'Play' and 'Preview' buttons do not launch guided tours (KB0751686)
Guided Tour: "Take a tour" button is not seen and tours do not launch as expected (KB0791164 🔒)
Opening Guided tour on a portal page redirecting user back to portal (KB0819823)
Guided Tour Designer not working as expected (KB0820030)
Editing Guided Tour throws - Tour creation and editing is currently unavailable (KB0854378)
Same Tour is working for one user and not for another, based on the portal menu has badge showing or... (KB0856380)
Guided Tour Step Showing Error as "This Callout preview is hidden in this view" and ending the tour ... (KB0859381)
Guided Tour, callout being skipped on the Menu Item (KB0866650)
