The Impact Store App - FAQs

[Harsha Neerchal]

Impact Store App FAQ

If you’ve got questions about the Impact Store App, we’ve got you covered. We’ve compiled answers to the most common questions we’ve been getting, and wanted to share them with all of you.

FAQ

The basics

What is the Impact Store App?

An app that lets you use all of Impact’s features right on your own instance. New to it? Our getting-started post covers the essentials.

How is it different from the IDE (Impact Digital Experience)?

•	No more toggling between your instance and a separate website.
•	To collaborate with your Impact Squad, you connect your instance to the Impact Delivery Instance via Service Exchange.
•	All new Impact features are released only in the Impact Store App.

Do I have to pay extra for it?

Nope. If you’re an Impact Guided, Advanced, or Total customer, it’s included with your plan.

How do I get the app and set it up?

Get it on the ServiceNow Store. Our 10-minute video walks you through setup.

FAQ

Service Exchange

What’s Service Exchange?

A ServiceNow product that connects multiple instances and lets data flow both ways. More in the product documentation.

Does Service Exchange cost extra?

Nope. You get it automatically when you download the Impact App from the Store.

Why do I need to configure Service Exchange?

It connects your instance to the Impact Delivery Instance, where your Customer Success Manager and the rest of your Impact Squad support you from.

What happens if I don’t set up Service Exchange?

✅ Works without Service Exchange Diagnostic scans Real-time code scanning Platform Health dashboards Azure / Jira / ServiceNow integrations Custom Definitions Proposed Fix* Fix code with Now Assist** Instance Observer

❌ Won’t work without Service Exchange Communicating with your Impact Squad Requesting Accelerators Capabilities Map Recommendations Value Management Product Adoption Roadmap

*Proposed Fix is available for customers on an Impact Total plan, or with a Platform Health Add-On package.

**Fix code with Now Assist is available for customers with any package that comes with Now Assist credits, except Creator Pro+.

FAQ

Setup, hosting, and security

Can I install the Impact Store App in any environment?

Yes, but you need Service Exchange to get the most out of it. Service Exchange needs an internet connection to the outside world, so if you’re deployed on-premise on a closed network, it won’t work.

Where is the Impact Delivery Instance hosted?

For now, in the US (Commercial, GCC, and NSC), Singapore (SPP-SG), and Australia (SPP-AU). We’re working hard to expand into more countries.

How is the Impact Store App architected?

What tables are synced between my instance and the Impact Delivery Instance, and what data is in them?

Our product documentation page has a granular list of exactly which tables sync.

How is my data kept secure?

The Impact Store App, Service Exchange, and the Impact Delivery Instance are protected by the same physical, administrative, and technical controls that secure the entire ServiceNow AI Platform. More in our security whitepaper.

Get the Impact App on the ServiceNow Store →