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Reduce Support Requests and Drive Self-Service Adoption with Our New Dynamic Guidance Course

Paty Montesinos
ServiceNow Employee
an hour ago

Reduce Support Requests and Drive Self-Service Adoption with Our New Dynamic Guidance Course

Getting Started with Dynamic Guidance

Learn how Dynamic Guidance can help users get up to speed faster. Do you want to reduce the number of support requests you receive by guiding users to self-service options? If so, Dynamic Guidance can play an important role in your adoption strategy. In this short course, you will learn how Dynamic Guidance can help users get up to speed faster and drive greater ServiceNow adoption. You will also learn how to activate Dynamic Guidance through a simple four-step process.

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Overview

Every support team faces the same challenge: a steady stream of requests that could have been resolved through self-service. Your users want faster answers. Your team wants fewer interruptions. And your organization wants to improve the overall user experience across your applications.
 
The good news? ServiceNow has a built-in tool that can help.
 

Family Release: Zurich

Release: ZP9
Roles Required:
Dynamic guidance role: sn_dyn_guidance_user;
Usage Insights role(s): analytics_admin, analytics_viewer, or specific experience-level viewer (e.g. portal_analytics_viewer, core_ui_analytics_viewer
 


Introducing: Getting Started with Dynamic Guidance

We're excited to announce a new course on ServiceNow University that shows you exactly how to activate and measure Dynamic Guidance in your organization.
 
Course Details:
Duration: 10 minutes
Level: Getting Started
 
Who Should Take It: Administrators, platform managers, and anyone responsible for user adoption and support optimization

Why Dynamic Guidance matters?

Dynamic Guidance is a powerful self-service enablement tool that guides users to the right resources at the right time. By intelligently surfacing help content, knowledge articles, and next steps within your applications, Dynamic Guidance:
  • Reduces support requests by helping users find answers without opening a ticket
  • Accelerates adoption by getting new users up to speed faster
  • Improves user satisfaction by providing contextual help exactly when it's needed
  • Drives better business outcomes through increased self-service engagement
In this short course, you'll learn the four-step activation process to get Dynamic Guidance running in your instance. But here's what makes it even better: you'll also discover how to measure whether your users are actually using it.

The Missing Piece: Measuring Dynamic Guidance Adoption

Activating a feature is one thing. Knowing that people are using it is another.
 
Once you've turned on Dynamic Guidance, you need visibility into adoption metrics. Are your users clicking the guidance prompts? Which applications are seeing the most guidance engagement? Where are there opportunities to add more content or adjust your strategy?
 
This is where ServiceNow Usage Insights (formerly User Experience Analytics) becomes your secret weapon.

How to Track Dynamic Guidance Usage

ServiceNow Usage Insights is a built-in platform tool that captures how users interact with your applications and features. For Dynamic Guidance specifically, you can track a dedicated usage event: "Click Start for Dynamic Guidance"
 
Here's how to access this data:
  1. Navigate to Usage Insights: Go to Platform Analytics > User Experience Analytics (or search "User Experience Analytics" in the filter navigator)
  2. Find the Event: Open the Events section and search for "Click Start for Dynamic Guidance"
  3. Analyze the Data: You'll see:
  • Usage counts over time
  • Active user trends
  • Adoption velocity across your organization
  •        Breakdowns by date range, user, or application page

    4.  Act on Insights: Use this data to:

  • Identify which areas need more guidance content
  • Discover where users are struggling
  • Refine your self-service strategy
  • Create supporting knowledge articles to increase self-service adoption

What You'll Need

Before diving into Usage Insights, ensure your instance meets these requirements:
 
Platform Version: Yokohama or later
Licensing: Now Assist for Platform
UI: Next Experience (Polaris) — Usage Insights doesn't work with Classic UI
Configuration: Platform Analytics must be enabled; ADCV3 must be activated
Roles: Users must have analytics roles such as analytics_admin, analytics_viewer, or experience-level viewer roles (e.g., portal_analytics_viewer, core_ui_analytics_viewer)
 
Note: Usage Insights captures data only from logged-in, non-maintenance users, so admin sessions won't appear in the metrics.

Why This Matters for Your Organization

By taking this course and implementing Dynamic Guidance with measurement in mind, you're creating a virtuous cycle:
 
  1. Enable self-service through Dynamic Guidance
  2. Measure adoption through Usage Insights
  3. Identify gaps in your guidance content
  4. Optimize experiences by adding knowledge articles and refined guidance
  5. Increase adoption as your users discover answers independently
 
This approach transforms support from a cost center into a strategic enablement function—where your team focuses on creating better self-service experiences instead of handling repetitive tickets.

Get Started Today

Ready to reduce support requests and drive adoption in your organization? Take the course and start measuring your impact.
 
 
Once you've completed the course, you'll have everything you need to activate Dynamic Guidance and set up adoption tracking within your instance. Your users will thank you—and so will your support team.

Additional resources

Have questions about Dynamic Guidance or Usage Insights? Share them in the comments below or use Dynamic Guidance.

Conclusion

Congratulations! 🎉 You've completed this tutorial.

Check out the Adoption Services Hub for more resources

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