2026 - Platform Fundamentals Academy Sessions

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Click on 'View recap' for a quick overview, including a recording of the session and your reference presentation.  This YouTube playlist allows you to explore our previously recorded Platform Academy sessions. Enjoy!

2026 - Platform Fundamentals Academy Sessions

Platform Academy Sessions

Session cover page	Session Details	Category
	March 26th, 2026 - Getting Started with Globalization Thinking about taking your product global but not sure where to start? This Platform Academy session is for you. In Getting Started with Globalization, join Sam Smyth and Lyena Solomon for a friendly introduction to what globalization is, why it matters, and why teams should think about globalization as early as possible. We’ll break down the basics in simple terms, including what it means to design and develop for different languages, regions, and user needs, and common pitfalls teams run into when they wait too long to plan for global growth. You’ll also get a high‑level overview of how the platform can support globalization as your product and customer base expand. This session is perfect if you’re new to globalization, supporting global customers for the first time, or just want a clear, approachable starting point before going deeper.  View recap	Fundamentals
	March 24th, 2026 - Agentic Workflow - Help Allocate Work A - Fair and Intelligent Ticket Distribution Across Teams Help Allocate Work is a platform agentic workflow designed to help supervisors and agent managers distribute work fairly, intelligently, and at scale across their teams. The workflow provides a substantial upgrade over the paradigm of deploying static assignment rules for work assignments.  View recap	AI and Now Assist
	March 19th, 2025 - Next Experience all menu editing Next Experience All Menu Editing is a simplified configuration interface within the Next Experience that enables you to create and manage application menus, navigation modules, and page layouts directly in context. Instead of navigating to UI16 platform records, you can configure navigation structure, lists, forms, and actions inline with real-time visual feedback.  View recap	Next Experience
	March 17th, 2025 - Data Privacy Out of the Box vs Premium Data privacy is foundational—but choosing the right capabilities matters. Learn how out‑of‑the‑box and premium data privacy capabilities differ, and what platform owners should consider as requirements, risk, and scale increase in the AI era.  View recap	Security
	March 10th, 2025 - Demystifying Security Products Platform admins and security teams often ask: where does one security product end and another begin? This session connects the dots across ServiceNow's security portfolio—showing how Vault, Security Center, SecOps, GRC, and AI Control Tower form one integrated security story. Walk away understanding which layers you need and how they work together.  View recap	Security
	March 5th, 2025 - Agentic Workflows - In‑Product Agentic Workflow AI Experience in UI16 & Workspace Agentic Workflows bring intelligent, goal‑driven AI directly into the heart of everyday work. Instead of forcing users to switch tools or rely on opaque automation, Agentic Workflows embed AI execution right inside records and workspaces—where work already happens.  View recap	AI and Now Assist
	March 3rd, 2026 - Introducing Voice Agent for Mobile We’re excited to introduce AI Voice Agents on Mobile, now available on the Now Platform! This course explores how voice-driven experiences bring natural, human-like conversations to your enterprise workflows—anytime, anywhere. Learn how AI Voice Agents can answer questions, resolve issues, and complete tasks through intuitive voice interactions, whether it’s resetting a password, checking incident status, or managing travel expenses. Built for scale and security, AI Voice Agents integrate seamlessly with your existing systems to automate service requests, reduce call volumes, and deliver personalized support. With multilingual capabilities, customizable voice options, and enterprise-grade authentication, you’ll learn how to create frictionless experiences that combine automation with live-agent handoffs when needed.  View recap	Mobile
	February 26th, 2026 - Guided Upgrade Console Platform upgrades are a critical lever for staying current, secure, and innovation-ready, but upgrade friction costs organizations weeks of productivity per cycle. The Guided Upgrade Console consolidates upgrade planning, testing, and remediation into a single guided workflow, now enhanced with AI agents that automate failure diagnosis and skip resolution. In this session, learn how to reduce self-created inefficiencies, and build a repeatable upgrade practice that keeps your platform evergreen. Ideal for platform owners and leaders building a case for modernizing their upgrade strategy. View recap	Fundamentals
	February 24th, 2026 - Introducing the new NowAssist for Catalog Generation in Catalog Builder Discover the new live preview experience in NowAssist for Catalog Builder. See catalog items take shape in real-time and make targeted edits to new and existing items to streamline your service catalog management. View recap	AI and Now Assist
	February 19th, 2026 - Unlocking Efficiency: Cross‑Workspace Interoperability in the Now Platform Learn how cross‑workspace interoperability empowers teams to build once and reuse everywhere. In this session, we’ll explore how shared pages eliminate duplication, reduce maintenance overhead, and deliver consistent, unified experiences across workspaces. Perfect for builders, admins, and product teams looking to modernize their workspace strategy.Learn how cross‑workspace interoperability empowers teams to build once and reuse everywhere. In this session, we’ll explore how shared pages eliminate duplication, reduce maintenance overhead, and deliver consistent, unified experiences across workspaces. Perfect for builders, admins, and product teams looking to modernize their workspace strategy. View recap	Next Experience
	February 12th, 2026 - Deep Dive:  Knowledge Center Article Optimization In this session, we will take a deeper look at the Article Optimization feature of Knowledge Center.   This feature helps you maintain the health of the Knowledge base to ensure great outcomes for your customers and the best results from your AI initiatives.  Our Knowledge Team will walk through the purpose of article optimization, the configuration, the scans, the capabilities with and without Now Assist and even how to setup an example custom scan. View recap	Knowledge Management
	February 10th, 2026 - Crafting custom dashboards and reports for Now Assist Discover how to shape meaningful insights from your Now Assist data with simple, flexible reporting tools. This session highlights approachable ways to build dashboards and reports that give admins and platform owners better visibility and control. Learn how to unlock more value from Now Assist with reporting tailored to your organization’s needs. View recap	AI and Now Assist
	February 5th, 2026 - Gate Keeper: Configuring ReleaseOps Approvals with Playbooks Learn how to configure ReleaseOps Pipeline Playbooks to add dynamic risk evaluation with dynamic approvals using Deployment Analyzer and Playbooks. View recap	Fundamentals
	February 3rd, 2026 - How to Monitor and Manage Now Assist Usage in Subscription Management Curious about how to effectively monitor and manage Now Assist usage in Subscription Management? As a platform owner, you play a pivotal role in ensuring your organization maximizes the value of its AI investments—without unexpected surprises. In this session, you’ll learn how to use Subscription Management to track Now Assist consumption with accuracy, understand usage trends across your instances, and see which skills are driving engagement. We’ll walk through the Now Assist Usage dashboard and the new burn‑down model, equipping you to proactively manage entitlements, mitigate overage risks, and partner confidently with your business stakeholders. Join us to gain the visibility and control you need to operationalize AI across your enterprise. View recap	Fundamentals
	January 27th, 2026 - Go from Zero to Hero in Hours with ServiceNow's AI-Driven Onboarding Discover the next generation of in‑platform guidance and end-user adoption with Dynamic Guidance. This new AI‑native approach removes onboarding friction, accelerates proficiency, and empowers every user across your organization. View recap	Fundamentals
	January 20th, 2026 - The Document Evolution: Bridging your Core Workflow Experience with Smart AI Capabilities Explore how documents are transforming with intelligent tools that enhance productivity. View recap	Fundamentals
	January 15th, 2026 - UI Builder Ask the Experts Curious about UI Builder? Join us for an interactive session where experts answer your questions. View recap	Next Experience
	January 8th, 2026 - Ask the Experts: Knowledge Management This is your chance to get expert answers to your Knowledge Management questions. View recap	Knowledge Management

Click on the year below for all Platform Fundamental Academy sessions held that year.

2025 |  2024 |  2023 |  2022 |  2021