Go From Zero to Hero in Hours with ServiceNow’s AI‑Driven Onboarding
ServiceNow’s Platform Academy kicked off the year with one of its most exciting sessions yet—an inside look at Dynamic Guidance, the Now Platform’s new AI-powered, voice‑enabled coaching experience that’s redefining how users learn and work inside ServiceNow.
Hosted by Sharon Barnes with expert insights from Mudit Khandelwal and Paty Montesinos, the session showcased how Dynamic Guidance provides real-time, contextual, step‑by‑step support right inside the interface. Think of it as having a personal AI coach in your instance—ready to help users onboard, follow best practices, and navigate complex workflows without digging through documentation.
Why Watch the Recording?
You’ll see:
- Live demos showing how voice‑driven guidance improves user confidence and efficiency
- Roadmap insights and what's coming next for Dynamic Guidance
- Practical use cases across roles and workflows
- How teams can reduce errors, speed onboarding, and boost adoption with in‑flow AI assistance
- A first look at hands‑free, intuitive support across the Now Platform
If your organization is introducing new workflows, training users at scale, or striving for smarter, more intuitive support, this session is absolutely worth watching.
Key Highlights
- Onboarding & Guidance Challenges
- Many teams struggle with fragmented, hard‑to‑find help content.
- Traditional help methods require ongoing manual updates and often fail to provide in‑context assistance.
- Introducing Dynamic Guidance
- Provides real-time, AI-driven, voice‑interactive support directly within ServiceNow.
- Leverages multiple content sources—ServiceNow docs, customer KBs, SharePoint—to give tailored guidance.
- Feels like “asking a knowledgeable peer,” offering step‑by‑step help based on where the user is in the workflow.
- Live Demonstration
- Mudit walked through how Dynamic Guidance supports a new admin exporting changes between instances, offering adaptive, interactive coaching.
- How It Complements Guided Tours
- Guided Tours = great for structured onboarding and education.
- Dynamic Guidance = best for real-time execution, everyday support, and reinforcing best practices.
- Technical Details & Availability
- Available today for workspaces; Service Portal support coming soon.
- Powered by Gemini (with planned support for OpenAI and Claude).
- Accessible on Zurich Patch 7+; free via Innovation Lab today, bundled into platform SKUs upon GA.
- Requires Gemini API keys for Innovation Lab access; will require Now Assist licenses at GA.
- Security & Customization
- Out‑of‑the‑box model trained on ServiceNow documentation.
- Custom apps can point Dynamic Guidance to internal documentation sources.
- Guardrails for sensitive content (HR, Finance, etc.) planned for future releases.
- Engagement & Next Steps: What try Dynamic Guidance?
- Attendees were invited to join the Innovation Lab to try Dynamic Guidance, shape feedback, and influence future releases. Sign up through this QR code below.
Final Thoughts
Dynamic Guidance is a major leap forward in making ServiceNow more intuitive and supportive for every user—admins, agents, process owners, and beyond. By combining AI-driven contextual help with existing onboarding tools, ServiceNow is making it easier than ever to get work done, reduce friction, and accelerate adoption.
Stay tuned for more Platform Academy sessions as this capability continues to evolve!
FAQ: Dynamic Guidance
What is Dynamic Guidance?
Dynamic Guidance is an AI‑driven capability in ServiceNow that provides real‑time, voice‑based assistance using natural language. It leverages ServiceNow documentation—along with other configured content sources—to help users complete platform tasks while they’re working.
How does Dynamic Guidance differ from Guided Tours?
- Guided Tours deliver predefined, step‑by‑step walkthroughs primarily used for onboarding and structured training.
- Dynamic Guidance provides contextual, on‑demand support during task execution, reinforcing best practices and answering questions in real time—without requiring users to leave their workflow.
Where can Dynamic Guidance be accessed?
Dynamic Guidance is available through the Help Center panel in ServiceNow instances, accessible from the top‑right corner of the UI.
What documentation does Dynamic Guidance use?
By default, Dynamic Guidance is trained on out‑of‑the‑box ServiceNow documentation.
For custom applications, organizations can configure it to reference their own content sources, such as:
- Knowledge Bases (KBs)
- SharePoint
- Other approved documentation repositories
Can Dynamic Guidance support custom applications and business rules?
Yes. As long as relevant documentation is available and configured as a source, Dynamic Guidance can respond to questions about custom applications, configurations, and business rules.
Which LLM models does Dynamic Guidance use?
- Currently: Gemini
- Planned: Support for OpenAI and cloud‑based models in future releases
Is Dynamic Guidance available for all ServiceNow versions?
Dynamic Guidance is supported on Zurich Patch 7 and above.
Is Dynamic Guidance available for Service Portal and Workspaces?
- Currently enabled: Workspaces
- Coming soon: Service Portal support
Is there a cost for using Dynamic Guidance?
- Innovation Lab: Free to use
- General Availability (GA):
- Bundled with platform SKUs
- Requires Now Assist licenses
Can Government Community Cloud (GCC) customers access Dynamic Guidance?
No. Innovation Lab products are not available for GCC customers at this time.
How can I participate in the Innovation Lab for Dynamic Guidance?
To join:
- Sign up using the provided QR code or link
- Provide your Gemini API keys to enable testing
Are there restrictions for sensitive knowledge (e.g., HR or finance)?
Yes.
- Current state: Only non‑restricted knowledge sources are used
- Future enhancements: Guardrails for restricted KBs (e.g., HR, finance) are planned
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