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Washington DC ServiceNow AI Platform Capabilities
Release
washingtondc
ft:locale
en-US
ft:publication_title
Washington DC ServiceNow AI Platform Capabilities
ft:clusterId
platcap
bundleId
platcap
workflow
Platform
  • Extend ServiceNow AI Platform capabilities
  • Configuration Management
  • Configuration Management Database (CMDB)
  • Overview of CMDB
  • Domain separation and Configuration Management Database (CMDB)
  • CMDB classifications and class dependency
  • Dependent CIs management
  • CMDB record types
  • Related Lists of CI components
  • Teams related list
  • Create a CI class
  • Reclassify a CI
  • Delete CIs
  • View and edit class definitions and metadata
  • Update the list of classes in the Principal Class filter
  • CI relationships in the CMDB
  • Suggested class relationships
  • Add a suggested relationship
  • Relationship governance rules
  • CI relations formatter
  • Domain separation and the relations formatter and the CI relationship editor
  • Create or edit a relationship filter
  • Exclude relationships from the relations formatter view
  • Legacy CI relations formatter
  • CI relationship editor
  • Create or edit a CI relationship
  • Delete a CI relationship
  • Legacy CI relationship builder
  • Relation qualifier
  • CI relationship security
  • Create a CI relation rollup
  • CMDB schema model
  • CMDB tables descriptions
  • Configuration Item [cmdb_ci] class
  • Hardware [cmdb_ci_hardware] class
  • Computer [cmdb_ci_computer] class
  • Server [cmdb_ci_server] class
  • VMware vCenter Object [cmdb_ci_vcenter_object] class
  • Cloud class
  • CMDB CI Class Models store app
  • API extension classes
  • Unmatched API extension classes
  • Avi load balancer extension classes
  • BYOL model of RDS for Oracle extension classes
  • Firewall extension classes
  • IBM Hardware Management Console (HMC) extension classes
  • Internet of Things (IoT) extension classes
  • Kong extension classes
  • Kubernetes extension classes
  • Network Intrusion Detection System (NIDS) CI extension class
  • Network Inventory (NI) extension classes
  • Nutanix extension classes
  • OpenStack extension classes
  • Operational Technology (OT) extension classes
  • Red Hat Virtualization (RHV) extension classes
  • Transport Layer Security (TLS) extension classes
  • VMware NSX load balancer extension classes
  • Extend classes and rules
  • Baseline CMDB
  • CMDB Workspace store app
  • My Work view in CMDB Workspace
  • CMDB 360 view in CMDB Workspace
  • Management view in CMDB Workspace
  • Insights view in CMDB Workspace
  • Modify important actions in CMDB Workspace
  • Add a quick link to the CMDB Workspace
  • Configure datacenters for the Cloud vs Non-cloud resources chart
  • Resume a disabled scheduled job for the Cloud vs Non-cloud resources chart
  • Configure CI classes for the Cloud vs Non-cloud resources chart
  • Class-specific criteria for the Cloud vs Non-cloud resources chart
  • Edit a related table from CMDB performance insights
  • Edit a data source from CMDB performance insights
  • Edit a scheduled data import from CMDB performance insights
  • Components installed with CMDB Workspace
  • API Insights
  • Explore
  • Configure
  • System administrator tasks
  • Install
  • Assign
  • CMDB administrator tasks
  • Recommendation settings
  • API import settings
  • API specification settings
  • Enterprise architect administrator tasks
  • API action settings
  • API Insights settings
  • Administer and monitor API data
  • Administer
  • Monitor
  • Manage API data
  • View all
  • Search
  • Compare
  • Connect
  • Request access
  • Identify and remediate
  • Manage team's data
  • View details
  • Manage relationships
  • Manage access requests
  • Received
  • Sent
  • Optimize clustering recommendations
  • View
  • Accept
  • Manage API data connections
  • View connection status
  • Monitor connections
  • View
  • Create
  • Explore
  • Reference
  • Components installed
  • Properties
  • Domain separation
  • CMDB Identification and Reconciliation
  • Domain separation and CMDB Identification and Reconciliation
  • Components and process of Identification and Reconciliation
  • Identification and Reconciliation engine (IRE)
  • Apply CI Identification and Reconciliation to Import Sets
  • Identification rules
  • Create or edit a CI identification rule
  • Create an identification inclusion rule
  • Reconciliation rules
  • Create a CI reconciliation rule
  • Create a data refresh rule
  • Create an IRE data source rule
  • Detecting duplicate CIs
  • Generate and simulate payload execution using identification simulation
  • CI reclassification during IRE processing
  • CMDB dependent relationship rules
  • Create dependent relationship rules
  • IRE support for non-CMDB tables
  • Create an identification rule for a non-CMDB table
  • Create a reconciliation rule for a non-CMDB table
  • Create a data refresh rule for a non-CMDB table
  • Create an identification inclusion rule for a non-CMDB table
  • Create an IRE data source rule for non-CMDB tables
  • General guidelines for using CMDB Identification
  • Properties for Identification and Reconciliation
  • Components installed with Identification and Reconciliation
  • Populating the CMDB
  • CMDB 360/Multisource CMDB
  • CMDB 360 experience in CMDB Workspace
  • Configure the CMDB 360 dashboard
  • Create a CMDB 360 Get Records query
  • Create a CMDB 360 Find Gap query
  • Create a CMDB 360 Compare Attribute Values query
  • Schedule a CMDB 360 query for a report
  • Exclude classes from CMDB 360
  • Recompute CI attribute values
  • Multisource Report Builder (legacy)
  • Components related to CMDB 360
  • CMDB data management
  • Working with CMDB Data Manager
  • CMDB Data Manager experience in CMDB Workspace
  • Administer Data Manager in CMDB Workspace
  • Get started with CMDB Data Manager in CMDB Workspace
  • Manage retirement definitions for CMDB Data Manager
  • Manage exclusion lists for CMDB Data Manager in CMDB Workspace
  • Create a CMDB Data Manager policy in CMDB Workspace
  • Publish a draft Data Manager policy in CMDB Workspace
  • View CMDB Data Manager policies in CMDB Workspace
  • View CMDB Data Manager analytics in CMDB Workspace
  • Review CMDB Data Manager tasks in CMDB Workspace
  • CMDB Data Manager on Core UI (UI 16)
  • Create a CMDB Data Manager policy
  • Approve or reject a CMDB Data Manager task
  • Edit and activate a life-cycle rule (Core UI)
  • Manage exclusion lists of CMDB Data Manager
  • Life-cycle rules and retirement definitions
  • Duplicate CIs remediation
  • CI de-duplication experience in CMDB Workspace
  • Create a de-duplication template
  • Run a template to remediate de-duplication tasks
  • Remediate a single de-duplication task
  • Publish or unpublish a de-duplication template
  • Retire a template
  • Review de-duplication tasks (legacy)
  • Remediate a de-duplication task (legacy)
  • Manually create a de-duplication task
  • Manage default related items list
  • Properties related to remediation of duplicate CIs
  • Components installed for duplicate CI remediation
  • CIs attestation
  • Review CMDB Data Manager attestation tasks
  • Data Certification
  • Data Certification experience in CMDB Workspace
  • Convert legacy certification schedules into Data Manager Certification policies
  • Review certification tasks in CMDB Workspace
  • Review failed certification tasks in CMDB Workspace
  • Data Certification on Core UI
  • Activate Data Certification
  • Installed With Data Certification
  • Certification schedules
  • Certification tasks
  • Certification elements
  • Certification instances
  • Certification audit instances
  • Certification audit definition
  • Data Certification Overview module
  • Use the Data Certification Overview module
  • Data Certification planning
  • Create a certification filter
  • Define a certification schedule
  • Preview a certification task
  • Use a certification schedule notification
  • Define and create a certification audit
  • Track a certification audit instance
  • Data certification performance
  • View and resolve certification tasks
  • Certify an element
  • View an audit result
  • Export the certification list
  • Reset certifications
  • Track a task with a certification instance
  • Cancel a certification instance
  • Track a certification task
  • Escalate a certification task
  • Escalate a certification task from the certification task list
  • Reassign a certification task
  • Send certification task reminders
  • Send an email reminder from the certification task form
  • Send an email reminder from the certification task list
  • Mark a certification task as closed incomplete
  • Certification tasks cancellation
  • Cancel an individual task
  • Cancel all tasks in an instance
  • Domain separation and Data Certification
  • Components related to CMDB Data Manager
  • CMDB groups
  • CMDB Compliance
  • Compliance Activation
  • Installed with Compliance
  • Compliance Overview module
  • Architecture Compliance
  • Architecture Compliance Overview module
  • Desired State
  • Desired State Overview module
  • Desired State reporting
  • Certification audits
  • Create a compliance audit
  • Copy an audit
  • Schedule and run an audit
  • Certification audit results
  • View an audit result
  • Delete an audit result
  • View an audit result in the Compliance view
  • Results preview
  • Health windows
  • Certification filters
  • Compliance filter
  • Create a filter
  • Copy a filter
  • Delete a certification filter
  • Manage a filter version in a form
  • Certification follow-on tasks
  • Certification templates
  • Create or edit a certification template
  • Clone a Certification template
  • Manage Certification template versions
  • Delete a Certification template
  • Scripted audits
  • Create a scripted audit
  • Script methods
  • Managing proposed changes
  • Intelligent Search for CMDB
  • Unified Map
  • Administer Unified Map
  • Configure operational states of CIs
  • Configure related items
  • Configure extended properties for a class
  • Configure map references
  • Configure class profiles
  • Show a CI in a map
  • Show CI related items events on a timeline
  • Configure map filters
  • Manage filter presets
  • Show attributes for a CI or a relationship in a map
  • Show application services for a CI in a map
  • Show changes for a CI in a map
  • Show related items for a CI in a map
  • Configure options for the Related items module
  • Dependency Views
  • Supported browsers for Dependency Views
  • Domain separation and Dependency Views
  • Dependency Views map
  • Dependency Views map menus and controls
  • Cluster nodes in a Dependency Views map
  • Virtual grouping of nodes in a Dependency Views map
  • Use Dependency Views
  • View a Dependency Views map
  • Save or load a Dependency Views map
  • Delete a saved Dependency Views map view
  • Change the layout of Dependency Views map
  • Filter the view of a Dependency Views map
  • View metrics for CIs in a Dependency Views map
  • Perform actions on nodes in a Dependency Views map
  • Export a Dependency Views map
  • View collapsed nodes in a Dependency Views map
  • Administer Dependency Views
  • Create or modify map indicators
  • Create or modify map icons
  • Create a predefined filter
  • Set a predefined filter as default
  • Create or modify Map Related Items
  • Create or modify Dependency Views menu actions
  • Condition and script parameters for menu actions
  • Create or edit a dependency type
  • Properties for Dependency Views
  • Components installed with Dependency Views
  • Querying the CMDB
  • Domain separation and CMDB Query Builder
  • Build a CMDB query using the CMDB Query Builder
  • Build a Service Mapping query using the CMDB Query Builder
  • Sample queries
  • Run a partial CMDB query
  • Delete a CMDB query
  • Batch size for CMDB Query Builder queries
  • Navigation in CMDB Query Builder
  • Create reports in CMDB Query Builder
  • Search saved queries
  • Create a schedule for a CMDB query
  • Export and import a CMDB query
  • Export and import a query as an update set
  • Settings for CMDB Query Builder
  • Properties for CMDB Query Builder
  • Monitor system foundations in the CSDM and the CMDB Data Foundations Dashboards
  • CMDB Data Foundations dashboard
  • CSDM Data Foundations dashboard
  • CMDB Health
  • Domain separation in CMDB Health
  • Set up and configure CMDB Health
  • CMDB Health system properties
  • Enable and configure a CMDB Health Dashboard job
  • Configure CMDB Health scorecard thresholds
  • Configure CMDB groups scorecard thresholds
  • Configure KPI and metrics aggregation preferences
  • Set a CI attribute to be mandatory
  • Set a CI field to be recommended
  • Create or edit a CMDB Health orphan rule
  • Create or edit a CMDB Health staleness rule
  • Create health inclusion rule
  • CMDB Health KPIs and metrics
  • CMDB Health dashboards
  • View CMDB health reports
  • View services health reports
  • View CMDB groups health reports
  • View CI health
  • Customize the CI dashboard
  • View CI relationships health
  • Create CMDB remediation rule
  • Apply CMDB remediation
  • Components installed with CMDB Health
  • CMDB Health process tracking
  • CMDB Health process status: failure threshold reached
  • CMDB Health process status: incomplete score
  • CI Class Manager
  • CMDB CI Lifecycle Management (legacy)
  • Get started with CI Lifecycle Management
  • Lifecycle management APIs
  • Components installed by CI Lifecycle Management
  • Activate the CI Lifecycle Management scheduled job
  • Define a CI action
  • Define compatible CI actions
  • Define a not-allowed CI action
  • Set priority for an operational state
  • Define a non-allowed operational transition
  • View CMDB benchmarks
  • CMDB APIs (CMDB SDK)
  • Quick start tests for Configuration Management Database (CMDB) (CMDB)
  • Useful related lists in CI forms
  • Table form views
  • Platform Analytics Solution for Configuration Management (CMDB)
  • Common Service Data Model
  • Exploring the CSDM framework
  • Common Service Data Model — conceptual model
  • Foundation domain of the CSDM framework
  • Design domain of the CSDM framework
  • Build domain of the CSDM framework
  • Manage Technical Services domain of the CSDM framework
  • Sell/Consume domain of the CSDM framework
  • Manage Portfolio domain of the CSDM framework
  • Implementing the CSDM framework in stages
  • Configure the CSDM Data Foundations dashboard
  • First activation step — Map existing life cycle data to CSDM standards
  • Specify how to map legacy life-cycle states to CMDB states
  • Activate life cycle migration
  • Second activation step — Activate the CSDM plugin
  • Third activation step — Migrate existing data to the CSDM framework
  • CSDM migration tools
  • CSDM implementation stages — Foundation
  • CSDM implementation stages — Crawl
  • CSDM implementation stages — Walk
  • CSDM implementation stages — Run
  • CSDM implementation stages — Fly
  • Auto-generate product models for logical CIs
  • Managing the CSDM framework
  • CSDM Data Foundations dashboard
  • Specifying attributes and relationships for Application Services
  • Monitoring and managing application services
  • Synchronizing group assignment attributes
  • Set the group for a CI or an entire class of CIs
  • Synchronize data using a technical service offering
  • Applying the CSDM guidelines to your product
  • Problem Management product view
  • Problem Management and CSDM tables
  • Problem Management use case
  • Problem Management considerations
  • Service Catalog product view
  • Service Catalog and CSDM tables
  • Service Catalog use case
  • Service Catalog considerations
  • CSDM reference
  • CSDM terms
  • CI relationships in the CSDM
  • How CSDM concepts map to CMDB tables
  • 'Foundation' stage reports on the CSDM Data Foundations dashboard
  • 'Crawl' stage reports on the CSDM Data Foundations dashboard
  • 'Walk' stage reports on the CSDM Data Foundations dashboard
  • 'Run' stage reports on the CSDM Data Foundations dashboard
  • 'Fly' stage reports on the CSDM Data Foundations dashboard
  • Document life cycle
  • Hardware life cycle
  • Location life cycle
  • Logical life cycle
  • Product life cycle
  • Life cycle mapping form
  • Application services
  • Create an application service
  • Populate application services using top-down discovery
  • Populate an application service using the Dynamic CI Group method
  • Populate application services using tags
  • Populate an application service using the Manual method
  • Populate an application service using the Dynamic Service method
  • Monitor the health of application services on the Application Service Dashboard
  • Modify the attributes and relationships required for application services
  • Convert business services to application services
  • Convert legacy manual services into dynamic application services
  • Manually add CIs to an application service
  • Manually update an application service with changes from the CMDB
  • Link application services
  • Group application services
  • Control user access to application services
  • View an application service map in base system
  • View CI attributes in an application service map in classic Service Mapping
  • View the change history of application services in classic Service Mapping
  • Compare two versions of an application service in classic Service Mapping
  • Use application services APIs
  • Components installed with application services
  • Integrating third-party data into CMDB
  • Integration Commons for CMDB
  • CMDB Integrations Dashboard
  • Operation types
  • Template scripts
  • Configuring ADM adapter
  • Accessing connection details
  • Managing CMDB data deletion
  • Partition size computation
  • Quick start tests for Integration Commons for CMDB
  • IntegrationHub ETL
  • Create an ETL transform map
  • Add before and after scripts
  • Duplicate an ETL transform map
  • Getting started with Service Graph Connectors
  • Service Graph Connectors
  • Service Graph Connector for Active Directory
  • Configure the connector
  • CMDB classes targeted
  • Service Graph Connector for AWS
  • Configure the AWS environment
  • AWS resources used by the connector
  • Download the AWS scripts
  • Prerequisites for executing scripts
  • Executing scripts required for setting up AWS
  • Configure using SGC Central
  • Configure using guided setup
  • CMDB classes targeted
  • Quick start tests
  • Accessing connection details
  • Additional features
  • Enable optimized deletion
  • Enable optimized data source performance
  • Handling import failures
  • Handling memory utilization errors
  • Set partition size for AWS accounts
  • Disable parallel loading
  • Handling parallel deletion
  • Enable mapping of Cloud Os Image
  • Reference
  • Supported resource types
  • Life cycle management of AWS resources
  • Record removal process
  • Service Graph Connector for ExtraHop
  • Configure the connector
  • CMDB classes targeted
  • Service Graph Connector for GCP
  • Configure using SGC Central
  • Configure using guided setup
  • CMDB classes targeted
  • Accessing connection details
  • Handling import failures for large resources
  • Deep discovery for GCP
  • Life cycle management of GCP resources
  • Record removal process
  • Service Graph Connector for Google Console
  • Configure the connector
  • CMDB classes targeted
  • Service Graph Connector for Infoblox
  • Configure using SGC Central
  • Configure using guided setup
  • CMDB classes targeted
  • Accessing connection details
  • Service Graph Connector for Jamf
  • Configure using SGC Central
  • Configure using guided setup
  • CMDB classes targeted
  • Accessing connection details
  • Configuring data synchronization
  • Properties
  • Service Graph Connector for Microsoft Azure
  • Configure using SGC Central
  • Configure using guided setup
  • CMDB classes targeted
  • Quick start tests
  • Accessing connection details
  • Additional features
  • Setting up multiple connections and workspaces
  • Set partition size for Azure accounts
  • Configuring data synchronization
  • Enabling VM insights
  • Reference
  • Supported resource types
  • Life cycle management of Azure resources
  • Properties
  • Service Graph Connector for Microsoft Defender Endpoint
  • Configure using SGC Central
  • Configure using guided setup
  • CMDB classes targeted
  • Properties
  • Accessing connection details
  • Life cycle management of Microsoft Defender for Endpoint resources
  • Service Graph Connector for Microsoft Intune
  • Configure using SGC Central
  • Configure using guided setup
  • CMDB classes targeted
  • Accessing connection details
  • Properties
  • Service Graph Connector for Microsoft SCCM
  • Configure using SGC Central
  • Configure using guided setup
  • CMDB classes targeted
  • Upgrade from the legacy plugin
  • Upgrade to the latest version
  • Enable software editions
  • Accessing connection details
  • Service Graph Connector for Netskope
  • Configure the Service Graph Connector for Netskope
  • Service Graph Connector for Observability - AppDynamics
  • Configure using SGC Central
  • Configure using guided setup
  • CMDB classes targeted
  • Accessing connection details
  • Service Graph Connector for Observability - Datadog
  • Configure the connector
  • CMDB classes targeted
  • Accessing connection details
  • Service Graph Connector for Observability - Dynatrace
  • Configure using SGC Central
  • Configure the connector
  • CMDB classes targeted
  • Set up push notifications
  • Properties
  • Accessing connection details
  • Service Graph Connector for Observability - New Relic
  • Configure using SGC Central
  • Configure using guided setup
  • CMDB classes targeted
  • Accessing connection details
  • Service Graph Connector for OpenTelemetry
  • Configure the connector
  • CMDB classes targeted
  • Properties
  • Linking inferred services
  • Accessing connection details
  • Service Graph Connector for Qualys
  • Configure the connector
  • Service Graph Connector for Qualys APIs
  • CMDB classes targeted
  • Service Graph Connector for Rapid7
  • Configure the connector
  • CMDB classes targeted
  • Service Graph Connector for SentinelOne
  • Configure the Service Graph Connector for SentinelOne
  • CMDB classes targeted
  • Service Graph Connector for Splunk
  • Configure the Service Graph Connector for Splunk
  • Service Graph Connector for Splunk add-on
  • Install the add-on for the Service Graph Connector for Splunk
  • CMDB classes targeted in the Service Graph Connector for Splunk
  • Service Graph Connector for SolarWinds
  • Configure using SGC Central
  • Configure the connector using guided setup
  • CMDB classes targeted
  • Accessing connection details
  • Configuring air gap connections
  • Air gap configuration in high-secure server
  • Air gap configuration in low-secure server
  • Air gap configuration in ServiceNow instance
  • Test data load for air gap solution
  • Full data load for air gap solution
  • Service Graph Connector for Tanium
  • Configure using SGC Central
  • Configure using guided setup
  • CMDB classes targeted
  • Accessing connection details
  • Service Graph Connector for Trellix
  • Configure using SGC Central
  • Configure using guided setup
  • CMDB classes targeted
  • Accessing connection details
  • Service Graph Connector for VMware Workspace ONE UEM
  • Configure the connector
  • CMDB classes targeted
  • Accessing connection details
  • Service Graph Connector for Wiz
  • Set up the Wiz environment
  • Configure using SGC Central
  • Configure using guided setup
  • Target tables
  • Properties
  • Supported Wiz types
  • Accessing connection details
  • Domain separation and Service Graph Connectors
  • Service Graph Connector Support Tools
  • Install Service Graph Connector Support Tools
  • Resolving Service Graph Connector issues
  • API Service Graph Connectors
  • Apigee X
  • Configure using SGC Central
  • Configure using guided setup
  • Target tables
  • Accessing connection details
  • AWS API Gateway
  • Configure using SGC Central
  • Target tables
  • Accessing connection details
  • Azure API Management
  • Configure using SGC Central
  • Configure using guided setup
  • Target tables
  • Accessing connection details
  • Kong Gateway
  • Configure using SGC Central
  • Configure using guided setup
  • Target tables
  • Accessing connection details
  • SGC Central
  • Exploring SGC Central
  • Configuring SGC Central
  • Install SGC Central
  • Configure scheduled jobs
  • Explore connectors
  • Update a connector
  • Install a connector using an entitlement
  • Install a connector from ServiceNow Store
  • Configure connector settings
  • Managing connections
  • Perform initial setup tasks
  • Create a connection
  • Update a connection
  • View a connection
  • Monitor and analyze connections
  • Access IntegrationHub ETL
  • SGC Central reference
  • Components installed with SGC Central
  • Domain separation and SGC Central
  • Conversational Interfaces
  • Conversational Interfaces Console
  • Exploring Conversational Interfaces Console
  • Monitoring and managing Conversational Interfaces applications
  • Channels in Conversational Interfaces
  • Disable live agent support for a channel
  • Using Asynchronous Chat in messaging channels
  • Configure asynchronous chat for the web channel
  • Installing Conversational Interfaces components
  • Configuring Conversational Interfaces
  • Finding configuration settings from earlier releases in Conversational Interfaces console
  • General chat settings
  • Manage LLM virtual agents on the Assistants screen
  • Add your bot to a portal
  • Branding your chat client
  • Create a new user for a branded bot
  • Set up your Virtual Agent bot's branding
  • Enable message preview on the web client
  • Enable public access to the web client
  • Configure context variables for storing chat-related information
  • Live agent chat context variables
  • Change Virtual Agent and Agent Chat system messages
  • URL navigation in Conversational Interfaces
  • Configure URL navigation for chat links
  • Create a smart link preference
  • Create chat surveys
  • Define pre-chat survey configurations
  • Define post-chat survey configurations
  • Using pre-chat surveys with context variables for topic discovery
  • Define topic context intent configurations
  • Conversational Interfaces Guided Setup
  • Conversational Interfaces reference
  • Data management in Conversational Interfaces
  • Activate table cleaning for Virtual Agent tables
  • Interaction Insights table
  • Virtual Agent
  • Exploring Virtual Agent
  • Virtual Agent web client interface
  • Quick start for Virtual Agent
  • Example Asset Refresh Virtual Agent conversation with notifications
  • Create the Asset Refresh topic in Virtual Agent Designer
  • Create the Open Incident workflow in the Asset Refresh topic
  • Create the More Information workflow in the Asset Refresh topic
  • Create the notification for the Asset Refresh topic
  • Associate content with the Asset Refresh notification
  • LLM topic discovery in Virtual Agent
  • Natural Language Understanding (NLU) topic discovery in Virtual Agent
  • Advantages of natural language models over keywords
  • Dialog Acts for Virtual Agent
  • Implement NLU in Virtual Agent
  • Virtual Agent Lite
  • Quick start for Virtual Agent Lite
  • Preview and test ITSM Virtual Agent Lite topics
  • Duplicate and publish Virtual Agent Lite topics
  • Configuring Virtual Agent
  • Activate Virtual Agent
  • Installed with Virtual Agent
  • Virtual Agent roles
  • Additional plugins for Virtual Agent
  • Prebuilt Virtual Agent topics, topic blocks, and ServiceNow NLU models
  • Setting up chat experiences for Virtual Agent users
  • Working with setup topics
  • Change text in the Show me everything button
  • Hide or reveal the Show me everything button
  • Change the Virtual Agent greeting messages in the Greeting setup topic
  • Configure a Virtual Agent chat experience
  • Test chat experiences
  • Configuring the Portable Virtual Agent Web Client
  • Configure the Portable Virtual Agent web client
  • Add the Portable Virtual Agent web client to a third-party website
  • Embed the Virtual Agent web client in an external web page (legacy method)
  • Configure Virtual Agent for a ServiceNow mobile application
  • Now Mobile notification of unread chat and Virtual Agent messages
  • View and modify Virtual Agent style templates
  • Multiple active conversations for Virtual Agent
  • Set NLU portal consumer context values for multiple active conversations
  • Set a default NLU context value for multiple active conversations
  • Activate multiple active conversations in Virtual Agent
  • Route Virtual Agent NLU notifications through multiple portals
  • Configuring Virtual Agent notifications
  • Create Virtual Agent notifications
  • Create additional recipients for Virtual Agent notifications
  • Define Virtual Agent notification contents
  • Configure a delivery channel for Virtual Agent notification
  • Define Virtual Agent notification actions
  • Define the Virtual Agent link actions to notification content
  • Enable Virtual Agent notifications
  • Create cross-scope access privileges for topic blocks and custom controls
  • Configure Natural Language Understanding in Virtual Agent
  • Configure IBM Watson Assistant as the NLU provider for Virtual Agent
  • Configure Microsoft LUIS as the NLU provider for Virtual Agent
  • Configure Google Dialogflow ES as the NLU provider for Virtual Agent
  • Create a service account and private key in Google Dialogflow ES
  • Generate a Java Keystore (JKS) file and configure security on your ServiceNow instance
  • Activate the Google Dialogflow ES service and enable it in your instance
  • Test Virtual Agent with Google Dialogflow ES NLU in Virtual Agent Designer
  • Enhanced natural language handling of user inputs in NLU topic discovery
  • Configure enhanced natural language user input handling
  • Create or modify custom categories
  • Building and deploying Virtual Agent
  • Using Virtual Agent Topic Recommendations
  • Update Topic Recommendations
  • Quick start for Topic Recommendations
  • Configure analysis reports for Topic Recommendations
  • Run a Topic Recommendation analysis
  • Add recommended topics and intents to Virtual Agent
  • Link a topic recommendation to an existing Virtual Agent topic
  • Unlink a topic recommendation from a Virtual Agent topic
  • Hide a topic recommendation
  • Troubleshoot issues with Topic Recommendations
  • Topic Recommendations interface reference
  • Topic Recommendations settings
  • Topic Recommendations page
  • Topic Recommendations cards
  • Using Issue Auto Resolution
  • Configure and run an Issue Auto Resolution simulation
  • Issue Auto Resolution configuration settings
  • Issue Auto Resolution diagnostic chat
  • Getting started with Virtual Agent Designer
  • Designing a Virtual Agent topic
  • Create a Virtual Agent topic
  • NLU model mapping in Virtual Agent Designer
  • Topic mapping to a multilingual NLU model group
  • Modify NLU utterances and entities for a Virtual Agent topic
  • Add NLU to an existing keyword topic
  • Add nodeless NLU entities as input variables to a topic
  • Branch a Virtual Agent conversation with a Decision utility
  • Insert a header card in a Static Choice or Dynamic Choice control
  • Change the application scope in Virtual Agent Designer
  • Define script variables for a topic
  • Create a small talk topic
  • Control topic discovery and visibility
  • Use system-derived entities in a topic
  • LLM topic migration
  • Migrate NLU topics to LLM topics
  • NLU to LLM migration log
  • LLM topic and node description examples
  • Duplicate a Virtual Agent topic
  • LLM topic testing
  • Testing NLU/Keyword topics
  • Train and test your NLU model in Virtual Agent Designer
  • Automated testing for Virtual Agent topics that use NLU topic discovery
  • Create an automated test in Virtual Agent Designer
  • Manage and run automated test cases in Virtual Agent Designer
  • Handle failures caused by dynamic inputs in user testing of Virtual Agent topics
  • Debug a Virtual Agent topic
  • Resolve Natural Language Understanding (NLU) topic discovery issues
  • Natural Language Understanding topic discovery logic in Virtual Agent
  • Publish a Virtual Agent topic
  • Delete a Virtual Agent topic
  • Promote or demote Virtual Agent LLM topics
  • Reorder promoted Virtual Agent LLM topics
  • Exploring other Virtual Agent features
  • Deploying Virtual Agent topics in other channels
  • Using link unfurling in Virtual Agent
  • Configure link unfurling using the Hostname allow list table
  • Improving the user experience with AI Search
  • Activate AI Search for Virtual Agent
  • Create a custom AI Search experience for Virtual Agent conversations
  • Maximizing code reuse with topic blocks
  • Create a reusable topic block
  • Add a reusable topic block to a calling topic or topic block
  • Maintain reusable topic blocks
  • Virtual Agent platform topic blocks
  • Using geolocation in Virtual Agent
  • Customizing Virtual Agent with custom controls
  • Create a custom control definition
  • Create a Virtual Agent custom control
  • Add a custom control to a Virtual Agent topic or topic block
  • Custom input properties sheet
  • Secure custom input properties sheet
  • Custom output properties sheet
  • Integrating Virtual Agent with Flow Designer workflows
  • Add workflows to topics
  • Virtual Agent secure password inputs
  • Flow Designer scoped application requirements for secure inputs
  • Test the action workflow
  • Specify the action workflow timeout
  • Using Virtual Agent with a live agent
  • Transferring Virtual Agent conversations to a live agent
  • Closing Virtual Agent and Agent Chat conversations
  • Tracking deflections in Virtual Agent using the deflection topic block
  • Create deflection configurations and patterns
  • Using Virtual Agent API
  • Virtual Agent API features
  • Virtual Agent API features available in Store release 2.0.x
  • Virtual Agent API features available in Store release 3.0.x
  • Install the Virtual Agent API
  • Review the inbound REST endpoint and configure inbound authentication
  • Configure Message Authentication for inbound communication
  • Configure the output response REST endpoint and outbound authentication for the Virtual Agent API
  • Virtual Agent bot-to-bot integration
  • Closing idle bot-to-bot conversations
  • Configure multiple provider applications
  • Transform Virtual Agent API request and response
  • Enable Now Assist experience in Virtual Agent API
  • Using Virtual Agent Bot Interconnect in your configuration
  • Install Virtual Agent Bot Interconnect
  • Using Google Dialogflow as a secondary bot with Virtual Agent Bot Interconnect
  • Create a new agent in Google Dialogflow
  • Create a service account and private key for the Google Dialogflow project
  • Generate a Java Keystore file from the JSON private key file
  • Configure connections to Google Dialogflow in your Virtual Agent Bot Interconnect instance
  • Create a Virtual Agent Bot Interconnect shell topic to call Google Dialogflow topics
  • Using Microsoft Power Virtual Agents as a secondary bot with Virtual Agent Bot Interconnect
  • Create a JavaScript function in Microsoft Azure using Visual Studio Code
  • Locate and copy the Direct Line secret key in Microsoft Power Virtual Agents
  • Add the Direct Line secret key to your Virtual Agent Bot Interconnect instance
  • Create a Virtual Agent Bot Interconnect shell topic to call Microsoft Power Virtual Agents topics
  • Using ServiceNow Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect
  • Use ServiceNow Virtual Agent as a secondary bot in synchronous or asynchronous mode
  • Enable synchronous mode on the secondary ServiceNow Virtual Agent instance
  • Enable asynchronous mode on the secondary ServiceNow Virtual Agent instance
  • Create a connection and credential in Virtual Agent Bot Interconnect
  • Create a connection and credential in Virtual Agent Bot Interconnect
  • Create an auth token in the ServiceNow secondary instance
  • Create a Virtual Agent Bot Interconnect shell topic to call Virtual Agent secondary topics
  • Enable live agent connection on the primary instance
  • Debug Virtual Agent Bot Interconnect with a ServiceNow Virtual Agent secondary bot
  • Localization options for Virtual Agent
  • Using language detection and dynamic machine translation in Virtual Agent
  • Prerequisites for using Dynamic Translation in Virtual Agent
  • Configure Dynamic Translation service integration credentials
  • Activate your translation service in Dynamic Translation
  • Enable Dynamic Translation for languages in Virtual Agent
  • Enable Dynamic Translation for an unsupported language
  • Specify a fallback language for locale-specific languages and NLU prediction
  • Localizing Virtual Agent conversations
  • Enable NLU languages in Virtual Agent settings
  • Localize Virtual Agent topics that use keyword topic discovery
  • Localize Virtual Agent topics that use NLU topic discovery
  • Map a topic to a secondary NLU model
  • Test topic and NLU model translations
  • Edit translations for Virtual Agent topics
  • Request bulk translations for multiple topics
  • Authoring Virtual Agent conversations for localization
  • Language support for NLU services
  • Localization roles for Virtual Agent
  • Virtual Agent translation tables
  • Integrating Virtual Agent with other channels
  • Conversational custom chat integrations
  • Create a Virtual Agent conversational custom chat integration configuration
  • Create a new channel for your custom chat integration
  • Configure a provider for your custom chat integration
  • Set up message authentication for your custom chat configuration
  • Create a channel identifier for your custom chat integration
  • Map rich controls to the channel in your custom chat integration
  • Create and configure a scripted REST API for your custom chat integration
  • Create the action scripts for your custom chat integration
  • Default input and output rich controls for a custom chat integration
  • Modify adapter card styles for Virtual Agent
  • Supported Virtual Agent and Agent Chat features for custom chat integrations
  • Message delivery order
  • Virtual Agent action scripts
  • Set up trusted media domains for secure file upload
  • Create bot messages
  • Integrate custom controls
  • Multi-step responses
  • Multi-response output controls
  • Send previous control to client
  • Implement a skip option
  • Pass branding to a chat client
  • Contextual actions for custom chat integrations
  • Typing indicators
  • Virtual Agent integration with messaging apps
  • Redirect user authentication to a Service Portal
  • Configure the IBM Watson Assistant Chat integration
  • Configure the IBM Watson Assistant Chat integration for the Assistant V2 API
  • Account linking in pre-built messaging integrations
  • Unlink your ServiceNow user account from a messaging application for Virtual Agent conversations
  • Link your ServiceNow user account to a messaging application for Virtual Agent conversations
  • Control topic visibility in Virtual Agent messaging channels
  • Integrating Virtual Agent with enterprise messaging apps
  • Conversational Integration with Microsoft Teams
  • Integrating ServiceNow Virtual Agent with Microsoft Teams
  • Install Conversational Integration with Microsoft Teams
  • Integrate ServiceNow Virtual Agent with Microsoft Teams
  • Override Microsoft Teams integration
  • Manage the ServiceNow Virtual Agent integration with Microsoft Teams
  • Configure branding for your ServiceNow Virtual Agent bot in Microsoft Teams
  • Integrating multiple ServiceNow instances with a single Microsoft Teams tenant
  • Create a Bot in Microsoft Teams
  • Integrate your Self-configured bot with single Microsoft Teams tenant
  • Configure Microsoft Teams Message Extension
  • Integrating Virtual Agent with Microsoft Teams using the self-configured bot
  • Plugins for Conversational Integration with Microsoft Teams
  • Integrate your Self-configured bot with Microsoft Teams for GCC
  • Auto-generate the manifest file for uploading on Microsoft Teams
  • Upload the manifest package file to publish your bot
  • Integrating Virtual Agent with Microsoft Teams for GCC-H or DoD
  • Create a bot in Microsoft Teams for GCC-H or DoD
  • Integrate your Self-configured bot with Microsoft Teams for GCC-H or DoD
  • Auto-generate the manifest file and upload it into Microsoft Teams for GCC-H or DoD
  • Limitations in GCC-H or DoD for Microsoft Teams integration with Virtual Agent
  • Create and integrate a self-configured bot for a single tenant page
  • Configure Virtual Agent settings for Microsoft Teams
  • Configure link authentication and opening experience in Microsoft Teams
  • Configuring smart links in Microsoft Teams
  • Enable Microsoft Teams integration in ServiceNow Protected Platform (SPP)
  • Virtual Agent feature support in Microsoft Teams conversations
  • Pre-link Virtual Agent requesters for integration with Microsoft Teams
  • Customize auto-linking for Conversational Integration with Microsoft Teams
  • Configure Microsoft Azure Conditional Access for Microsoft Teams tenant
  • Configure promoted topics for Conversational Integration with Microsoft Teams
  • Set up your language preferences for the Virtual Agent integration with Microsoft Teams
  • Localize the bot messages
  • Capture common errors and resolution steps for Microsoft Teams using the Conversational Interfaces Diagnostic Tool
  • Remove Conversational Integration with Microsoft Teams
  • Conversational Integration with Slack
  • Integrating ServiceNow Virtual Agent with Slack
  • Install the Conversational Integration with Slack
  • Integrate ServiceNow Virtual Agent with Slack
  • Override Slack integration
  • Manage the ServiceNow Virtual Agent integration with Slack
  • Configure branding for your Virtual Agent bot in Slack
  • Remove ServiceNow Virtual Agent integration with Slack
  • Integrating Self-configured bot with Slack workspace
  • Create a bot in Slack
  • Retrieve Self-configured bot details
  • Integrate ServiceNow instance with Self-configured bot
  • Manage the self-configured bot integration with Slack
  • Configure branding for your Self-configured bot
  • Remove Self-configured bot integration with Slack
  • Configure Virtual Agent settings for Slack
  • Virtual Agent features supported in Slack conversations
  • Virtual Agent Designer user input and bot response controls in Slack
  • Virtual Agent notifications supported in Slack
  • Unsupported Virtual Agent features in Slack
  • Pre-link Virtual Agent requesters before integration with Slack
  • Configure promoted topics for Conversational Integration with Slack
  • Conversational Integration with Workplace from Facebook
  • Integrating Virtual Agent with consumer messaging apps
  • Conversational SMS Integration with Twilio
  • Install Conversational SMS Integration with Twilio
  • Set up the Conversational SMS Integration with Twilio
  • Using Conversational SMS Integration with Twilio
  • Configure SMS authentication
  • Rate limiting policy for SMS Authentication
  • Conversational Integration with WhatsApp (powered by Twilio)
  • Configure Conversational Integration with WhatsApp (powered by Twilio)
  • Install Conversational Integration with WhatsApp (powered by Twilio)
  • Set up Conversational Integration with WhatsApp (powered by Twilio)
  • Set the URL navigation for WhatsApp chat
  • Capturing information from a user in a WhatsApp chat conversation
  • Closing idle WhatsApp chat conversations
  • Transfer WhatsApp chat conversations to live agents
  • Using Conversational Integration with WhatsApp (powered by Twilio)
  • Create a provider notification
  • Integrating the WhatsApp messaging app with other applications
  • Conversational Integration with LINE
  • Configure Conversational Integration with LINE
  • Install Conversational Integration with LINE
  • Set up Conversational Integration with LINE
  • Capturing information from a user in a LINE chat conversation
  • Closing idle LINE chat conversations
  • Transfer LINE chat conversations to live agents
  • Using Conversational Integration with LINE
  • Integrating the LINE messaging app with other applications
  • Remove Conversational Integration with LINE
  • Conversational Integration with Facebook Messenger
  • Configure Conversational Integration with Facebook Messenger
  • Install Conversational Integration with Facebook Messenger
  • Set up Conversational Integration with Facebook Messenger
  • Capturing information from a user in a Facebook Messenger chat conversation
  • Closing idle Facebook Messenger chat conversations
  • Transfer Facebook Messenger chat conversations to live agents
  • Using Conversational Integration with Facebook Messenger
  • Integrating the Facebook Messenger messaging app with other applications
  • Set up the Virtual Agent integration with Facebook Messenger (Legacy)
  • Configure the help link for the Virtual Agent Facebook Messenger integration (Legacy)
  • Remove Conversational Integration with Facebook Messenger
  • Conversational Integration with Apple Messages for Business
  • Configure Conversational Integration with Apple Messages for Business
  • Install Conversational Integration with Apple Messages for Business
  • Set up the integration on Apple Messages for Business
  • OAuth setup for Apple Messages for Business
  • Create a profile parser action for Apple Messages for Business
  • Complete the Payment Provider Configuration
  • Remove the integration for Apple Messages for Business
  • Capturing information from a user in a Apple Messages for Business chat conversation
  • Transfer Apple Messages for Business chat conversations to live agents
  • Using Conversational Integration with Apple Messages for Business
  • Integrating the Conversational Integration with Apple Messages for Business app with other applications
  • Virtual Agent integration with Voice channels
  • Conversational IVR with Amazon Connect
  • Install Conversational IVR with Amazon Connect
  • Components installed with Conversational IVR with Amazon Connect
  • Configuring your AWS account for use with Conversational IVR
  • Grant access to an IAM (Identity and Access Management) role
  • Create an Amazon S3 bucket
  • Create an Amazon CloudFormation Stack
  • Configure localization in Conversational IVR with Amazon Connect
  • Customize keywords in Conversational IVR
  • Claim a Phone number
  • Create inbound and outbound Amazon Connect contact flows
  • Setup Transcript for Amazon Connect
  • Configure Conversational IVR with Amazon Connect
  • Enroll user Soft PIN and Device in ServiceNow instance
  • Setup the Amazon Connect spoke for VA IVR
  • Sync Agents to setup Live Agent transfer
  • Configure user authentication for Conversational IVR
  • Manage bot messages for Conversational IVR
  • Unsupported Virtual Agent features for Conversational IVR
  • Conversational Integration with Alexa
  • Configure Conversational Integration with Alexa
  • Install Conversational Integration with Alexa
  • Set up Conversational Integration with Alexa
  • Create an Alexa skill
  • Configure an Alexa skill
  • Build an Alexa skill model
  • Get the Alexa skill ID
  • Test an Alexa skill on the developer console
  • Test a skill on the Alexa mobile app
  • Test a skill on the Alexa Echo or Echo Show screen device
  • Supported Alexa intents
  • Create a provider channel identity record for Alexa
  • Set up message authentication for Alexa
  • Account linking with Alexa
  • Configure your Alexa account
  • Link Alexa events using the macOS Terminal
  • Link your account using the Alexa app
  • Fine-tune Virtual Agent settings and topics for the best Alexa voice chat experience
  • Contextual actions for Alexa
  • Closing idle Alexa chat conversations
  • Conversational Integration with Google Assistant
  • Analyzing Virtual Agent performance
  • Conversational Analytics dashboard in Platform Analytics experience
  • Exploring the Conversational Analytics dashboard
  • Setting up the Conversational Analytics dashboard
  • Install Conversational Analytics Dashboard
  • Create custom events to monitor
  • Create custom override definitions
  • Formula override example
  • Using the Conversational Analytics Dashboard
  • Set the date range of the data
  • Overview tab
  • Usage tab
  • Conversations tab
  • Conversation transcript template
  • Use filters in the Conversation tab
  • Users tab
  • Use filters in the Users tab
  • Topics tab
  • Spokes
  • Category
  • Topics details
  • NLU Prediction tab
  • Modify models
  • User Search Metrics tab
  • Custom Events tab
  • Issue auto-resolution tab
  • Conversational Analytics dashboard reference
  • Conversational Analytics dashboard roles
  • System parameter configuration
  • Conversational Analytics dashboard
  • Exploring the Conversational Analytics Dashboard
  • Trying out the dashboard
  • Setting up the Conversational Analytics Dashboard
  • Install Conversational Analytics Dashboard
  • Reconfigure dashboard contents
  • Create custom events to monitor
  • Create custom override definitions
  • Formula override example
  • Using the Conversational Analytics Dashboard
  • Set the date range of the data
  • Overview tab
  • Edit the Overview page
  • Usage tab
  • Conversations tab
  • Use filters in the Conversation tab
  • Conversation transcript template
  • Users tab
  • User Details page
  • Use filters in the Users tab
  • Topics tab
  • Topic categories
  • Topics details
  • Spokes
  • Natural Language Understanding of Virtual Agent responses
  • Modify models
  • Using user search metrics with Virtual Agent
  • Custom Events tab
  • Funnels tab
  • Create and manage funnels
  • Filter options in funnels
  • Issue auto-resolution tab
  • Conversational Analytics dashboard reference
  • Conversational Analytics dashboard roles
  • System parameter configuration
  • Virtual Agent reference
  • Virtual Agent Designer interface reference
  • Virtual Agent Designer Topics page
  • Virtual Agent Designer All pre-built topics page
  • Create a topic form
  • Topic Properties tab
  • Topic Flow tab
  • Topic NLU Intent tab
  • Topic Languages tab
  • Virtual Agent Designer controls
  • Virtual Agent Designer user input controls
  • Input Collector user input control
  • Text user input control
  • Static Choice user input control
  • Grouped Choice user input control
  • Dynamic Choice user input control
  • Boolean user input control
  • Date Time user input control
  • File Picker user input control
  • Carousel user input control
  • Secure Text user input control
  • Virtual Agent Designer bot responses
  • Text bot response control
  • Image bot response control
  • Link bot response control
  • HTML bot response control
  • Multi-response bot response control
  • Script bot response control
  • Card bot response control
  • Table bot response control
  • Video bot response control
  • Virtual Agent Designer utilities
  • Lookup utility
  • Script Action utility
  • Record Action utility
  • Decision utility
  • Topic Block utility
  • Custom control utility
  • Action utility
  • Deflection utility
  • Diagnostic Topic Executor utility
  • Geolocation utility
  • Multi File Upload utility
  • Pause utility
  • Virtual Agent technical reference
  • Domain separation and Virtual Agent
  • Associate a domain ID with a chat portal
  • Virtual Agent interaction records
  • Virtual Agent scripts
  • Input data types in Virtual Agent topics
  • NLU system entities
  • Virtual Agent URL parameters
  • Latency feedback in Virtual Agent
  • Now Assist in Virtual Agent
  • Exploring Now Assist in Virtual Agent
  • LLM assistants
  • Now Assist in Virtual Agent Domain Separation
  • Configuring Now Assist in Virtual Agent
  • Configure Now Assist in Conversational Catalog Request
  • Using Now Assist in Virtual Agent
  • Mid-topic switching during Now Assist in Virtual Agent conversations
  • Integrating Now Assist in Virtual Agent with Microsoft Teams
  • Analyzing Now Assist in Virtual Agent
  • Understanding conversation deflection rate
  • Now Assist in Virtual Agent reference
  • Agent Chat
  • Exploring Agent Chat
  • Agent Whisper
  • Chat surveys
  • Chat transcript downloads for requesters
  • Profanity Filter for Agent Chat overview
  • Sensitive Data Handler
  • Dynamic Translation for Agent Chat overview
  • Agent-Initiated Messaging Interface
  • Configuring Agent Chat
  • Setting up Agent Chat
  • Configuring Agent-Initiated Messaging Interface
  • Install Agent-Initiated Messaging Interface
  • Set up Agent-Initiated Messaging Interface for a messaging channel
  • Associate user profiles with agent-initiated messages
  • Validate recipient IDs for agent-initiated messages
  • Determine whether messaging channels are available for agent-initiated messages
  • Components installed with Agent-Initiated Messaging Interface
  • Messaging channels for Agent-Initiated Messaging Interface
  • Associating user profiles on messaging interactions
  • Controlling idle live chat sessions
  • Controlling the browser experience for chat guest sessions
  • Configuring quick actions
  • Sending missed chat activity emails
  • Configuring Sensitive Data Handler
  • Configuring Profanity Filter
  • Configuring Dynamic Translation for Agent Chat
  • Setting up conversation history
  • Using Agent Chat
  • Agent Chat reference
  • Sidebar
  • Exploring Sidebar
  • Activity stream in Sidebar
  • Participant suggestions in Sidebar
  • Configuring Sidebar
  • Installing Sidebar
  • Setting up Sidebar
  • Integrating Sidebar and activity stream
  • Adding the Discuss button
  • Configuring Sidebar member query
  • Sidebar and Microsoft Teams
  • Integrate Sidebar and Microsoft Teams
  • Enable or configure the Microsoft Teams integration
  • Manage Microsoft Teams permissions
  • Using Sidebar
  • Sidebar reference
  • Domain separation and Sidebar
  • Conversational Interfaces Diagnostic Tool
  • Exploring Conversational Interfaces Diagnostic Tool
  • Using the Conversational Interfaces Diagnostic Tool
  • Diagnose Conversational Interfaces errors
  • Diagnose Microsoft Teams configuration issues
  • Diagnose Advanced Work Assignment configuration issues
  • Additional resources for Conversational Interfaces
  • Manage instance data sources
  • Entity View Action Mapper
  • Create a multi-data source list display in Entity View Action Mapper
  • Create an EVAM definition
  • Define a datasource
  • View configurations, view templates, and configuration bundles for EVAM
  • Define an EVAM view configuration
  • Define an EVAM view template
  • Create an EVAM action definition
  • Define an EVAM configuration bundle
  • Instance Data Replication
  • Exploring Instance Data Replication
  • Bidirectional replication for Instance Data Replication
  • Discrete mapping in producer replication sets for Instance Data Replication
  • Coalesce columns in Instance Data Replication
  • Instance Data Replication set up
  • Request an Instance Data Replication subscription
  • Preparing for Instance Data Replication
  • Preserving table hierarchy in Instance Data Replication
  • Upgrading legacy replication sets to V2 in Instance Data Replication
  • Upgrade legacy replication sets in Instance Data Replication
  • Rolling back an upgrade in Instance Data Replication
  • Configuring Instance Data Replication
  • Create a producer replication set in Instance Data Replication
  • Create a consumer replication set for Instance Data Replication
  • Seed a consumer instance for Instance Data Replication
  • Trigger a workflow after replication using Instance Data Replication
  • Reconfigure a replication set in Instance Data Replication
  • Grant access to the replicated data for Instance Data Replication
  • Revoke access to replicated data for Instance Data Replication
  • Restore access to replication data for Instance Data Replication
  • Transform replication data for Instance Data Replication
  • Warning and error messages for schema validation in Instance Data Replication
  • Set up bidirectional replication in Instance Data Replication
  • Create a discrete producer replication set for Instance Data Replication
  • Administering Instance Data Replication
  • Comparing replicated data between instances in Instance Data Replication
  • Find missing or mismatched records in Instance Data Replication
  • Reseed missing or mismatched records in Instance Data Replication
  • Deploying a replication configuration from one instance to another in Instance Data Replication
  • Deploy a replication configuration through an update set in Instance Data Replication
  • Cloning with Instance Data Replication
  • Delays in replicating data with Instance Data Replication
  • Monitoring Instance Data Replication
  • Monitoring queues in Instance Data Replication
  • Preventing insert and update errors in Instance Data Replication
  • Resolving data replication errors in Instance Data Replication
  • Run Instance Data Replication diagnostics
  • Review synchronization errors in Instance Data Replication
  • Discover replication delays in Instance Data Replication
  • Fix seeding errors in Instance Data Replication
  • Find Instance Data Replication errors
  • Status messages and status errors for a consumer replication set in Instance Data Replication
  • Instance Data Replication XML stats
  • Instance Data Replication reference
  • Data privacy in Instance Data Replication
  • Adapter descriptions for Instance Data Replication
  • Excluded tables in Instance Data Replication
  • Domain separation and IDR
  • Instance Data Replication properties
  • Instance Data Replication roles
  • MetricBase
  • Exploring MetricBase
  • Configuring MetricBase
  • Requesting the MetricBase product
  • Working with MetricBase demo data
  • Getting familiar with MetricBase
  • Get familiar with MetricBase APIs
  • Defining and collecting MetricBase data
  • Create a time-series definition in MetricBase
  • MetricBase retention policies
  • Accessing MetricBase data
  • Access MetricBase data using the list command
  • Retrieving MetricBase data using REST and JavaScript
  • Detecting anomalies in MetricBase data using predictive models
  • Create and train a predictive model
  • Triggering flows using MetricBase data
  • Create a MetricBase band trigger
  • Create a MetricBase linear predictor trigger
  • Create a MetricBase gap trigger
  • Create a MetricBase model trigger
  • Execute triggers conditionally
  • Assign a trigger to a flow
  • View trigger logs
  • Managing MetricBase
  • MetricBase reference
  • Developer resources
  • Domain separation and MetricBase
  • MetricBase roles
  • MID Server
  • Configure MID Server network connectivity
  • Installing the MID Server
  • Create the MID Server user and grant the role
  • Download the MID Server files
  • Install a MID Server on Linux
  • Install a MID Server on Windows
  • Validate the MID Server
  • Test MID Server connectivity
  • Install multiple MID Servers on a single system
  • Use MID Server guided setup
  • Configuring MID Servers
  • MID Server selection
  • Configure a default MID Server for each application
  • Configure an IP address range for the MID Server
  • Override the MID Server selection filter
  • Using MID Server IP range auto-assignment
  • File permission enforcement for Windows MID Servers
  • Map an IP address to a DNS name
  • Configure MID Server capabilities
  • Configure a MID Server cluster
  • Set MID Server thread use
  • Install and uninstall Nmap on a MID Server
  • Configure MID Server as WinRM trusted host
  • MID Server domain separation
  • Synchronize a JAR file to MID Servers
  • vCenter event collector
  • SNMP trap collector extension
  • MID Server Resource Reservation
  • Containerized MID Server
  • Build MID Server Docker Image for Linux
  • Containerized MID Server Deployment and Auto-configuration
  • MID Server Deployment Request
  • Containerized MID Server Autoscaling
  • Containerized MID Server Properties and Parameters
  • Configure a MID Server for IPv6
  • Securing and encrypting MID Server data
  • MID Server certificate check policies
  • Encrypt or decrypt MID Server configuration file values
  • MID Server configuration file security
  • Encrypt MID Server configuration data with DPAPI
  • Use CyberArk as a secure configuration provider
  • Change MID Server configuration file security schemes
  • MID Server ISecuredConfigProvider interface
  • MID Server IMidServerEncrypter interface
  • MID Server authentication credentials and SOAP requests
  • MID Server unified key store
  • Enable MID Server mutual authentication
  • MID Server command audit log
  • Rekey a MID Server
  • Add SSL certificates for the MID Server
  • MID Server SSH cryptographic algorithms
  • Attach a script file to a file synchronized MID Server
  • MID Server FIPS Enforced Mode
  • MID Server Governance
  • MID Server upgrades
  • MID Server pre-upgrade check
  • Pinning a MID Server to a specific version
  • Upgrade the MID Server manually
  • Resolving MID Server issues
  • MID Server active issues
  • MID Server fails to start
  • Active MID Server post-cloning credential issues
  • MID Server resource threshold alerts
  • MID Server user connectivity issues
  • Interpreting MID Server user debugging output
  • MID Server Upgrade History
  • MID Server reference information
  • MID Server system requirements
  • MID Server ECC Queue
  • MID Server dashboard
  • MID Server properties
  • MID Server parameters
  • MID Server Configuration Parameter settings and priority
  • MID Server File Cleaner
  • MID Server protected records and reserved characters
  • MID Server privileged commands
  • MIDSystem methods
  • Manually start, stop, and restart a MID Server
  • MID Server heartbeat
  • Set the MID Server JVM memory size
  • Pause the MID Server
  • Remote tables
  • Activate the remote tables plugin
  • Create a remote table
  • Create a script definition for a remote table
  • Example 1: Retrieving all incident records from an external source
  • Example 2: Retrieving specific records from a third-party source
  • Create a flow definition for a remote table
  • Define a flow logic
  • Debugging remote table script definitions
  • Domain separation and remote tables
  • Manage content capabilities
  • Document Services
  • Document Management
  • Exploring Document Management
  • Document Management plugin
  • Activate Document Management
  • Document security and access
  • Share documents with users
  • Share documents with groups
  • Share documents with roles
  • Share documents with user criteria
  • Using Document Management
  • Document repository
  • Create a document record
  • Document versions
  • Create a document version
  • Download a document
  • Share a document link
  • Modify a shared link access
  • Delete a document link
  • Delete documents
  • Document approval and publish process
  • Create a document approval revision rule
  • Add a reviewer
  • Add an approver
  • Send a document version for review and approval
  • Approve or reject a document version
  • Approve or reject a document version through email
  • Publish a document
  • Digital signature for PDF documents using CAC or PIV smart cards
  • Install Document Template integration with digital signatures using a smart card
  • Set up a document template for signing documents using a CAC or PIV smart card
  • Property value for digital signature using CAC or PIV smart cards
  • Sign document templates for PDF documents using CAC or PIV smart card
  • Review the digitally signed document
  • Document references
  • Create document references from document record
  • Create document reference from References
  • Delete a document reference from document record
  • Linking documents to a parent record
  • Enable viewing related documents in a parent record
  • Create a document record in a parent record
  • Upload a document version in a parent record
  • Download a document from its parent record
  • Link existing documents to a parent record
  • Unlink documents from a parent record
  • Delete a document from a parent record
  • Document Management lists
  • Group document templates in a list for creating and linking documents to a target record
  • Add a document template to a document list
  • Create documents using document lists for a target table record
  • Document attachments in an activity stream
  • Include document actions in an activity stream
  • References
  • Components installed with Document Management
  • Document Management roles
  • Domain separation and Document Management
  • Document Viewer
  • Enable Document Viewer
  • Document Viewer plugins
  • View attachments with Document Viewer
  • Disable Document Viewer
  • Managed Documents
  • Managed Document features
  • Managed Document concepts
  • Defining Document Workflow
  • Defining Document Parameters
  • Defining Approval Rules
  • Defining Audiences
  • Defining Classifications
  • Defining Name Components
  • Defining Name Formats
  • Domain separation and Managed Documents
  • Managed Documents plugin
  • Install the Managed Documents plugin
  • Knowledge Document plugin
  • Installed with Knowledge Document plugin
  • Link documents to Knowledge articles
  • Create a document
  • Document approval
  • Review process
  • Enable electronic signature for approval
  • Publish an approved revision
  • Submit a revision for draft review
  • Create or request a new document
  • Specify an approver
  • Check in a document
  • Copy a document
  • Deactivate a document
  • Reopen a deactivated document
  • Roll back a document
  • Cancel a document
  • Check out a document
  • Create a document collection
  • Upload a document
  • Create a new managed document record
  • Check in a document after making changes
  • Check out a document to make changes
  • Publish a document in Managed Documents
  • Send a document out for review and approval
  • Upload a document as an attachment
  • Multi Provider Document Services Framework
  • Activate Multi Provider Document Services Framework
  • Installed with Multi Provider Document Services Framework
  • Multi Provider Document Services Framework Framework roles
  • Microsoft OneDrive integration with Document Services
  • Document Services Framework for Microsoft OneDrive
  • Setup Microsoft OneDrive for Document Services
  • Register Microsoft OneDrive as an OAuth provider for Document Services
  • Google Drive integration with Document Services
  • Document Services Framework for Google Drive
  • Set up Document Services framework for Google Drive
  • Knowledge Management
  • Exploring Knowledge Management
  • Sitemap Generator for the Knowledge Portal
  • I18N - Knowledge internationalization
  • Scoped knowledge bases
  • Machine learning solutions for Knowledge Management
  • Predictive Intelligence for Knowledge Management
  • Knowledge article templates
  • Knowledge blocks
  • Knowledge subscriptions
  • Knowledge demand insights
  • Self-Service Analytics
  • Self-Service Analytics concepts
  • Translation management
  • Knowledge-Centered Service configuration
  • Article quality index for knowledge management
  • Article versioning
  • Ownership groups
  • Automating feedback management to improve content
  • Migrate to Knowledge Management v3
  • Configuring Knowledge Management
  • Activate the Knowledge Management Advanced plugin
  • Knowledge Management setup guide for admins
  • Knowledge base setup guide for knowledge admins and managers
  • Activate the sitemap configuration and definition records for the Knowledge Portal
  • Activate the knowledge management internationalization plugin
  • Activate knowledge blocks
  • Enable knowledge blocks for each knowledge base
  • Configure translation management
  • Activate translation management
  • Add a custom Localization Framework setting to enable bulk translations
  • Add a custom Localization Framework setting to enable machine translation
  • Activate Knowledge Management KCS Capabilities
  • Enable languages for a knowledge base
  • Configure the Knowledge Management Service Portal
  • Enable external or public users to view knowledge articles from the Knowledge Management Service Portal
  • Knowledge Management Service Portal widgets
  • Activate the Knowledge Management Service Portal plugin
  • Configure search widget instance options
  • Configure knowledge base tile widget instance options
  • Configure the home page widget instance options
  • Configure sort widget instance options
  • Configure article list widget instance options
  • Configure search results list widget instance options
  • Configure filter facet widget instance options
  • Configure a user action for the article view page
  • Configure article helpful widget instance options
  • Configure article comments instance options
  • Configure related catalog item widget instance options
  • Configure knowledge related articles widget instance options
  • Search using the Knowledge Management Service Portal
  • Integrating Knowledge Management features with the Service Portal
  • Configure custom SEO tags for canonical URLs and localized knowledge articles
  • Create a knowledge base
  • Configure knowledge bases for a portal
  • Configure knowledge subscriptions
  • Configuration tasks for knowledge managers
  • Add a knowledge article to featured content
  • Define a knowledge article category
  • Assign a knowledge base manager
  • Configure Self-Service Analytics
  • Activate Self-Service Analytics
  • Configure activity contexts for Self-Service Analytics
  • Configure pattern elements for Self-Service Analytics
  • Configure pattern element groups for Self-Service Analytics
  • Configure activity patterns for Self-Service Analytics
  • Set up the deflection configuration for Self-Service Analytics
  • Configure scheduled jobs for Self-Service Analytics
  • Managing access to knowledge bases and knowledge articles
  • Create user criteria for controlling access to knowledge bases and articles
  • Control access at the knowledge base level through user criteria
  • Control access at the knowledge article level through user criteria
  • Configure Knowledge Management - Add-in for Microsoft Word
  • Activate Knowledge Management - Add-in for Microsoft Word
  • Deploy Knowledge Management - Add-in for Microsoft Word
  • Configure the security for Knowledge Management add-in for Microsoft Word
  • Enable downloading of the source Microsoft Word document for a knowledge article
  • User criteria diagnostics for Knowledge Management
  • Diagnose user access to a knowledge base
  • Diagnose user access to an article
  • Configure access to knowledge bases for unauthenticated users
  • Collect knowledge usage metrics
  • Modify the data retention policy for knowledge usage metrics
  • Configure knowledge article templates
  • Create an article template and use it to create a knowledge article
  • Configure the preview text setting for a standard article template
  • Restrict access to fields in an article template
  • Generate SEO information for articles using article templates
  • Integration with external knowledge sources
  • Activate the External Content Integration plugin
  • Define an external knowledge source
  • Import content from an external knowledge source
  • Open knowledge search results in source system
  • Sample configuration for integrating external knowledge content
  • Duplicate knowledge article numbers
  • Create a custom knowledge homepage
  • View knowledge logs
  • Search Log fields and description
  • View Log fields and description
  • View the source of a knowledge article search
  • Modify the data retention policy for View logs
  • Use extension points for Knowledge Management
  • Train the similarity solution for Knowledge Management to find related articles
  • Enable actionable knowledge feedback
  • Create field mapping from an HR case to a knowledge article
  • Add a property to enable creating knowledge articles from HR cases
  • Create a UI action to enable creating knowledge articles from HR cases
  • Enable creating an article from a customer service case
  • Configuration tasks for knowledge demand insights
  • Configure Knowledge Demand Insights
  • Configure solution definitions to find gaps in a knowledge base
  • Configure the mapping of solution definitions with task tables
  • Set the frequency of knowledge gap analysis
  • Assign knowledge gap feedback tasks to content authors
  • Analyze knowledge gaps from a demand insights dashboard and create knowledge gap feedback tasks
  • Using Knowledge Management
  • Knowledge Management guide for users
  • Knowledge Management Service Portal homepage features
  • Knowledge Management Service Portal search results page features
  • Knowledge Management Service Portal article view page features
  • Knowledge article URL parameters
  • Managing email notifications in Knowledge Management
  • Set knowledge notification preferences
  • Using the homepage of Knowledge Management v3
  • Search using Knowledge Management v3
  • Import a Word document to a knowledge base using Knowledge Management v3
  • Request a knowledge base
  • Import a Word document to a knowledge base
  • Use knowledge on mobile devices
  • Using Now Mobile for Knowledge Management
  • View the most popular or recently viewed articles in the Now Mobile Information applet
  • Browse articles in the Now Mobile Information applet
  • Search for an article in the Now Mobile Information applet
  • View an article in the Now Mobile Information applet
  • Provide feedback for a knowledge article in the Now Mobile Information applet
  • Manage ownership groups
  • Use article versioning
  • Manually update customized files
  • Check out a published article and create a new version
  • Revert an outdated article to the current state
  • View all versions of an article
  • Compare two versions of an article
  • Retire a versioned article
  • Disable the article versioning feature
  • Using knowledge blocks
  • Create a knowledge block
  • Select user criteria for a knowledge block
  • Retire a knowledge block
  • Add knowledge blocks to a knowledge article
  • Preview a knowledge article with knowledge blocks
  • Knowledge blocks authoring in Agent Workspace
  • View a knowledge block in Agent Workspace
  • Knowledge block details displayed in Agent Workspace
  • Create a knowledge block in Agent Workspace
  • Edit a knowledge block in Agent Workspace
  • Publish a knowledge block in Agent Workspace
  • Approve a knowledge block in Agent Workspace
  • Add a knowledge block to a knowledge article in Agent Workspace
  • Preview a knowledge article with knowledge blocks in Agent Workspace
  • Retire a knowledge block in Agent Workspace
  • Integrating a custom search or knowledge article viewer with knowledge blocks
  • KBPortalServiceImpl - Global
  • KBBlock - Global
  • Use knowledge subscriptions
  • Subscribe to a knowledge base
  • Unsubscribe from a knowledge base
  • Subscribe to a knowledge article
  • Unsubscribe from a knowledge article
  • Manage knowledge subscriptions
  • Use translation management
  • Create translation assignments for knowledge articles
  • Auto-create translation tasks
  • Bulk Translation for knowledge articles
  • Use Bulk Translation for manual translation
  • Request bulk translations for multiple knowledge articles
  • Translate multiple knowledge articles into different languages
  • Use Bulk Translation for Dynamic Translation
  • Translate knowledge articles using Dynamic Translation
  • Translate a knowledge article from a translation task
  • Translate knowledge blocks within an article
  • Request missing translations for available languages
  • Work on a feedback task
  • Track the progress on a feedback task
  • Use Article Quality Index
  • Create an AQI checklist
  • Assign an AQI checklist to a knowledge base
  • Remove an AQI checklist from a knowledge base
  • Delete questions from an AQI checklist
  • Perform the Article Quality Index review
  • View all pending and completed AQI reviews
  • Delete AQI reviews
  • Managing KCS article states
  • Knowledge article creation from an incident
  • Create field mapping from an incident to a knowledge article
  • Add a property to enable creating knowledge article from incidents
  • Create a UI action to enable creating knowledge articles from incidents
  • Knowledge content migration from v2 to v3
  • Move a knowledge article
  • Creating and maintaining articles
  • Create a knowledge article
  • Edit a knowledge article
  • Editing functions for knowledge articles in the HTML editor
  • Managing HTML content in knowledge articles
  • Formatting options for knowledge articles
  • Paste content without formatting into the knowledge article
  • Adding tables to knowledge articles
  • Insert an image in a knowledge article
  • Format a code snippet automatically in knowledge articles
  • Insert a table of contents in knowledge articles
  • Find and replace text in knowledge articles
  • Undo or redo typing actions or formatting while authoring knowledge articles
  • Map related articles
  • Map catalog items related to an article
  • Schedule a knowledge article for publishing
  • Recall an article that is being reviewed
  • Approve an article that is being reviewed
  • Retire a knowledge article
  • Republish a retired article
  • Move a knowledge article
  • Comment on a knowledge article
  • Create knowledge from incident or problem
  • Create an article version by importing a Word document
  • Using human readable URLs for the Knowledge article page
  • Enable Human Readable URLs for the Knowledge Article View page
  • Select a knowledge article category
  • Associate a knowledge article with a taxonomy category
  • Authoring a knowledge article in Agent Workspace
  • View a knowledge article in Agent Workspace
  • Viewing knowledge article details in Agent Workspace
  • Provide feedback for a knowledge article in Agent Workspace
  • Create a knowledge article in Agent Workspace
  • Publish a knowledge article in Agent Workspace
  • Edit a knowledge article in Agent Workspace
  • Map a related article in Agent Workspace
  • Map a related item in Agent Workspace
  • Add an affected product to a knowledge article in Agent Workspace
  • Schedule a knowledge article for publishing in Agent Workspace
  • Work on a feedback task in Agent Workspace
  • Create a knowledge article from a feedback task in Agent Workspace
  • Edit a knowledge article from a feedback task in Agent Workspace
  • Compare knowledge article versions in Agent Workspace
  • Recall an article that is being reviewed in Agent Workspace
  • Approve a knowledge article in Agent Workspace
  • Request translations for missing languages in Agent Workspace
  • Translate a knowledge article in Agent Workspace
  • Translate a knowledge article from a translation task in Agent Workspace
  • Authoring a knowledge article in Microsoft Word
  • Log in to your ServiceNow instance for authoring knowledge articles in Microsoft Word
  • View a knowledge article in Microsoft Word
  • Create a knowledge article in Microsoft Word
  • Edit a knowledge article in Microsoft Word
  • Unlink knowledge articles from linked Microsoft Word documents
  • Publish a knowledge article in Microsoft Word
  • Schedule a knowledge article for publishing in Microsoft Word
  • Recall an article that is being reviewed in Microsoft Word
  • Create a knowledge article from a customer service case
  • Provide feedback on knowledge articles
  • Knowledge Management reference
  • Domain separation and Knowledge Management
  • Additional plugins for Knowledge Management
  • Components installed with Knowledge Management Core
  • Components installed with knowledge blocks
  • Knowledge Management roles
  • Knowledge Management properties
  • Quick start tests for Knowledge Management
  • Understanding access to the Knowledge knowledge base
  • Knowledge workflows
  • Knowledge Management Service Portal properties
  • Knowledge Management v3 homepage and Knowledge Management Service Portal comparison
  • SEO for canonical URLs and localized versions of knowledge articles
  • Article versioning changes
  • Feedback on article versions
  • Knowledge article version numbers
  • Knowledge article version information
  • Validity of a knowledge article
  • Knowledge article states
  • Knowledge subscription email notification templates
  • Analytics and Reporting Solutions for Knowledge Management
  • Knowledge Management Platform Analytics Solutions
  • Knowledge Management dashboard
  • Knowledge Management Overview dashboard
  • Update the navigation path for the Knowledge Management Overview dashboard
  • Pareto chart for Knowledge Demand Insights
  • Demand Insights for Cases dashboard
  • Demand Insights for Incidents dashboard
  • Demand Insights for HR Cases dashboard
  • Now Assist in Knowledge Management
  • Exploring Now Assist in Knowledge Management
  • Configuring Now Assist in Knowledge Management
  • Configuring the KB generation skill
  • Using Now Assist in Knowledge Management
  • Generate a Knowledge article from the Now Assist panel
  • Generate a Knowledge article from the classic environment with Now Assist
  • Response templates
  • Activate response templates
  • Components installed with response templates
  • Create or modify a response template
  • Manage service capabilities
  • Self-service
  • Exploring Self-service
  • Service catalog requests
  • Add new request items
  • Amazon EC2 instance request from the Service Catalog
  • Request an instance
  • Terminate an instance
  • Check-out redirect property
  • Delete request items
  • Place a request
  • Create incidents and change requests from a requested item
  • View request status
  • Service Delegation
  • Add the Delegates related list to a user profile
  • Delegate approvals and tasks to another user
  • Service Administration
  • Exploring Service Administration
  • Assessments and Surveys
  • Exploring Assessments and Surveys
  • Surveys
  • Using surveys
  • Survey questionnaires
  • Take a survey
  • Survey responses and results
  • View results for all surveys
  • View the results for a survey
  • View a survey scorecard
  • Survey scorecard category results
  • Survey scorecard question results
  • Survey scorecard average ratings
  • Survey scorecard history
  • Export a survey scorecard as an image
  • Export a quiz scorecard as an image
  • Request translations for surveys
  • Edit translations for surveys
  • Survey responses in a database view
  • Survey administration
  • View survey reports
  • Survey designer
  • Survey designer elements
  • Configure a survey in the survey designer
  • Survey categories
  • Create a category in the survey designer
  • Create a survey category in a survey
  • Create a question in the survey designer
  • Survey question data types
  • Create custom metric type
  • Edit a survey in the survey designer
  • Configure category weights for a survey
  • View a survey instance
  • Survey users and groups
  • Create a survey user group
  • Select recipients for a survey in the Survey Designer
  • Designate a survey user
  • Designate or remove multiple survey users at one time
  • Allow recipients to retake a survey
  • Copy a survey
  • Publish a survey
  • Publish a survey in the Survey Designer
  • Customize the appearance of a survey
  • Survey definitions
  • Modify a survey definition
  • Schedule periods
  • Create a survey designer template question
  • Survey questions
  • Create or modify survey questions
  • Survey question data types
  • Survey question template
  • Create a survey question template
  • Update min and max values to match templates
  • Add a metric category and metric in the question bank for surveys
  • Configure metric categories or metrics for a survey using the question bank
  • Create or modify answer options
  • Change the order of survey questions
  • Survey trigger conditions
  • Configure a trigger condition for a survey
  • Trigger condition example
  • Survey distribution
  • Email notifications for surveys
  • Send survey invitations to users
  • Define a recipients list for surveys
  • Add a recipients list to a survey
  • Embed a survey within the Outlook email client
  • Enable localization for a survey
  • Survey URLs
  • Obtain and distribute a general survey URL
  • Deactivate auto-notification for surveys
  • Obtain a survey instance URL
  • Test a survey URL
  • Create a survey module
  • Sharing surveys
  • Export a survey
  • Import a survey
  • Use update sets for surveys and assessments
  • Configure a survey in the Connect chat support
  • Outlook Actionable Messages
  • Install Outlook Actionable Messages plugin
  • Customize fields for the approval message
  • Customize fields in the approval message for request
  • Customize fields in the approval message for change request
  • Enable Advanced view for Outlook Actionable Message definition
  • Sentiment analysis for surveys
  • Configure a sentiment connector
  • Sentiment analysis property
  • Sentiment analysis results
  • Surveys in Service Portal and the Now Mobile app
  • Surveys in ITSM Virtual Agent
  • Legacy survey migration
  • Migrate a legacy survey
  • Survey question migration
  • Migrated components
  • Migrated question review
  • Surveys reference
  • Survey roles
  • Key survey terms
  • Survey Overview dashboard
  • Metric Result form
  • Normalized value for an assessment
  • Domain separation and Surveys
  • Survey Designer Configuration form
  • Properties form
  • Custom Metric form
  • Survey Instance form
  • Survey Question form
  • Trigger Condition form for surveys
  • Recipients List form
  • Assessments
  • Using assessments
  • Assessment administrator tasks
  • Configure an assessment
  • Assessment generation
  • Assessment groups
  • View an assessment metric category
  • Assessment metric categories
  • Create a category for assessable records
  • Assessable record associations
  • Manage an assessable record automatically
  • Manage an assessable record manually
  • Delete a category
  • Assessment metrics
  • Create an assessment metric for a category
  • Create an assessment metric definition
  • Change the order of an answer
  • Metric types and assessable records
  • Create metric types and generate assessable records
  • Delete a metric type
  • Export an assessment
  • Import an assessment
  • Use update sets for surveys and assessments
  • Create an assessment signature
  • Assessable records
  • View an assessable record
  • Enforce a condition to delete an assessable record
  • Delete an assessable record
  • Add a metric category and metric in the question bank for assessments
  • Configure metric categories or metrics for an assessment using the question bank
  • Copy an assessment
  • Create a metric template
  • Metric templates
  • Update a metric minimum and maximum value to match a template
  • Category users and stakeholders
  • Create a category user
  • Create stakeholders automatically
  • Associate multiple category users to multiple assessable records
  • Delete a stakeholder for multiple assessable records
  • Associate one category user to one assessable record
  • Associate multiple category users to one assessable record
  • Delete a stakeholder for one assessable record
  • On-demand assessments
  • Generate an on-demand assessment
  • Generate an on-demand assessment for one assessable record
  • Generate an on-demand assessment for multiple assessable records
  • Generate an assessment with the on-demand API
  • Scheduled assessments
  • Schedule an assessment
  • Schedule types
  • Set an assessment generation schedule
  • Publish a metric type
  • Generate a scheduled assessment manually
  • Generate a vendor type assessment manually
  • Clean up assessment data
  • Assessment instances
  • View an assessment instance
  • Configure trigger conditions for an assessment
  • Assessment trigger conditions
  • Enable manager notifications
  • Assessment notifications
  • Assessment notification workflow
  • View a metric result
  • Assessment results
  • Assessment Overview dashboard
  • View assessment reports
  • Assessment results calculation
  • View a bubble chart for assessments
  • Bubble charts for assessments
  • Create a bubble chart
  • Bubble chart components
  • Assessable record score summaries
  • View an assessment scorecard
  • Create a link to a scorecard
  • Assessment scorecard averages
  • Assessment scorecard categories
  • Assessment scorecard category metrics
  • Assessment scorecard head-to-head compare view
  • Assessment scorecard history
  • Live feed view of assessable records
  • Assessment scorecard ratings
  • Create a decision matrix
  • Decision matrixes
  • Take an assessment
  • Assessments in Service Portal and the Now Mobile app
  • Assessment questionnaires
  • Metric types and assessable records
  • Delete an assessable record
  • View an assessable record
  • Assessments reference
  • Data types for assessments
  • Assessment Metric form
  • Metric Category form
  • Assessment Metric form for a category
  • Trigger Condition form for assessments
  • Domain separation and Assessments
  • Installed with Assessments and Surveys
  • Quick start tests for Assessments and Surveys
  • Quizzes
  • Using Quizzes
  • Set up and administer quizzes
  • Data types for quizzes
  • Activate the quiz designer
  • View quiz reports
  • Quiz designer
  • Create a quiz
  • Create quiz categories
  • Create quiz questions
  • Configure a template question
  • Configure a scored question
  • Configure a quiz
  • Select a quiz recipient
  • Publish a quiz
  • Copy a quiz
  • Edit a quiz
  • Configure a scored question
  • Configure a template question
  • Enable a quiz retake
  • View a quiz result
  • View a quiz designer scorecard
  • View a quiz scorecard
  • View an assessment category result
  • Quiz scorecards
  • Category results
  • Question results
  • Average ratings
  • Scorecard history
  • Modify the weight of a category
  • Take a quiz
  • View a quiz instance
  • Add a metric category and metric in the question bank for quizzes
  • Configure metric categories or metrics for a quiz using the question bank
  • Create quizzes with forms
  • Set up a category
  • Select a user for a category
  • Create questions
  • Create answers for questions
  • Distribute a quiz
  • Modify a published quiz
  • Quizzes reference
  • Quiz scorecards
  • Category results
  • Question results
  • Average ratings
  • Question Properties form
  • Quiz reports
  • Classic approvals
  • Approval engines
  • Set up an approval engine
  • Approval rules
  • Set automatic approval rules
  • Gating approvals
  • Set up a gating approval via an approval rule
  • Set up a gating approval based on the item being ordered
  • Process approvals
  • Approve with a process guide
  • Schematic of a hypothetical approval process
  • Approval summarizer formatter
  • Summarizers
  • Change an approval summarizer
  • Create a new custom approval summarizer
  • Approval with e-signature
  • Activate Approval with e-Signature plugin
  • De-activate e-signatures
  • Select an approval table
  • Set up an approval from a local database
  • Use Multi-Provider SSO to set up an SSO approval for a SAML 2.0 authentication
  • Installed with approval with e-signature
  • Approval status
  • Generate an approval using approval rules
  • Generate approvals using the approvers related list
  • Generate approvals using workflows
  • Multiple approvers
  • Receive notifications
  • Embed an approval request within the Outlook email client
  • Dynamic approval forms
  • Scripts and engines execution order
  • Fulfiller experience in Mobile Agent
  • Get started with the mobile app for Approvals
  • Manage a catalog request approval
  • State flows
  • Installed with state flows
  • Use state flows
  • Create a state flow
  • State flow cleanup
  • Work notes
  • Domain separation and State Flows
  • Geolocation
  • Activate geolocation
  • Installed with geolocation
  • Geolocation Google key
  • Geolocation history
  • Location tracking
  • Service Catalog
  • Exploring Service Catalog
  • Service Catalog terms and roles
  • Types of catalog items
  • Record Producer
  • Create a record producer
  • Create record producers from tables
  • Populate record producer data and redirect users
  • Order guides
  • Create an order guide
  • Configure a sequence to fulfill items in order guides
  • Request an order guide
  • Create an order guide rule to add a catalog item
  • Create an order guide variable
  • Create an item variable assignment
  • Cascade an order guide variable
  • Avoid enforcement of a mandatory field
  • Run order guides automatically
  • Define a content item
  • Configure a default width for service catalog variables
  • Define a regular expression for a variable
  • Pass variables between tasks
  • Create or edit a catalog item
  • Add a catalog item
  • Share catalog items across catalogs
  • Service Catalog for managers and end users
  • Service Catalog home page
  • Service Catalog request screens
  • Clone a request
  • View catalog item audit history
  • Saving catalog items to a wish list
  • Service Catalog customization
  • Cart layout
  • Configure the cart layout
  • Configure Service Catalog cart widgets
  • Configure Service Catalog preview screens
  • Configure Service Catalog status screens
  • Migrating to cart layouts
  • Migrate customizations and enable cart layouts
  • Legacy flexible checkout and delivery forms
  • Modifications in the delivery screen
  • Modifications in the checkout form
  • Define item quantity choices
  • Remove item restrictions
  • Using variables for price setup
  • Set a recurring price
  • Extend the pricing model
  • Hiding prices in the service catalog
  • Clone requests
  • Create scripts
  • Create a custom cart
  • Service catalog home page configuration
  • Configure search and navigation
  • Refine search results
  • Configure keyword search for catalog items
  • Configure AI-based catalog search experience
  • Configure preview
  • Create a renderer
  • Customize a catalog homepage
  • Customize the multi-catalog homepage
  • Show item details in sections or pop-ups
  • Configure Classic Mobile devices
  • Define the mobile layout
  • Limit description sizes in the Classic Mobile UI
  • Using the content management system with the service catalog
  • Manage catalogs in CMS sites
  • Set up catalog portal pages
  • Manage catalog portal pages
  • Service Catalog items
  • Specify related items and articles for a catalog item
  • Add an ordered item link to an item
  • Create a Service Catalog client script
  • Translation of Service Catalog items
  • Monitoring aggregated catalog item data
  • Service Catalog item designer
  • Configuring catalog item designer options
  • Define question types
  • Manage approval types
  • Manage task assignment types
  • Review category requests from self-service users
  • Using the catalog item designer
  • Request a category
  • Manage a category
  • Create an item
  • Define an item question
  • Define an item approval
  • Define an item task
  • Define an item section
  • Publish an item
  • Installed with catalog item designer
  • Configuring Service Catalog
  • Service catalog categories
  • Create a category
  • Configure dynamic categories
  • Service catalog setup
  • Set up a service catalog
  • Set up Platform URLs for catalog modules
  • Multiple service catalogs setup
  • Tables provided with multiple service catalogs
  • Service Catalog scoping
  • Scriptable service catalog variables
  • Define filters for My Requests
  • Delegated request experience
  • Configure the default behavior to request items for other users
  • Service Catalog request fulfillment
  • Service catalog workflows
  • Create a catalog workflow
  • Add an activity to a catalog workflow
  • Publish a catalog workflow
  • Execution Plans
  • Create an execution plan
  • Execution plan tasks
  • Creating execution plan tasks
  • Service catalog execution plans
  • Service Catalog checkout models
  • Create a catalog request from another flow
  • Configure a parent mapping for a request
  • State closure in the request fulfillment execution plan
  • View request notifications
  • Service Catalog security
  • Set security for items and categories
  • Create a user criteria record in Service Catalog
  • Apply user criteria to items and categories
  • Extend user criteria
  • User criteria migration
  • Legacy service catalog access controls
  • Service Catalog administration
  • Restrict access
  • Creating a Service Catalog Wizard
  • Create declarative actions for Service Catalog Wizards
  • Integrating Service Catalog
  • Service Catalog in Employee Center portal
  • Associate a catalog item with a taxonomy topic in Employee Center
  • Enable Shopping Cart and Add to Wish List options in Employee Center
  • Add an item to the wish list in Employee Center
  • Add a catalog item to the shopping cart in Employee Center
  • Request a catalog item from Employee Center
  • Request an order guide from Employee Center
  • Save a draft of a catalog item
  • Service Catalog in Service Portal
  • Access Service Catalog categories in Service Portal
  • Add an item to the wish list in Service Portal
  • Add a catalog item to the shopping cart
  • Request a catalog item from Service Portal
  • Request an order guide from Service Portal
  • Standard ticket page for a requested item
  • Service Catalog in mobile
  • Fulfiller experience in Mobile Agent
  • Get started with the mobile app for Approvals
  • Manage a catalog request approval
  • Request experience in Now Mobile
  • Configure catalogs
  • Browse catalog items using the catalog hierarchy
  • Submit and track a request
  • Create a quick action in your mobile applications
  • Enable notifications in Now Mobile
  • Enable the cart in Now Mobile
  • Edit the label of Submit button for a record producer
  • Configure Now Mobile properties
  • Service Catalog topic blocks in Virtual Agent powered by NLU
  • Submit a request topic conversation
  • Service Catalog topic blocks in Virtual Agent powered by LLM
  • Service Catalog configuration for Universal Request
  • Configure all catalog items or record producers to create a universal request
  • Service Catalog Reference
  • Service Catalog properties
  • Installed with Service Catalog
  • Domain separation and Service Catalog
  • Request for domain separation in Service Catalog
  • Sample ATF tests for Service Catalog in Service Portal
  • Variables to collect data for record producer fields
  • Service catalog variables
  • Types of service catalog variables
  • Variable support in various channels
  • Create a service catalog variable
  • Define help information for a service catalog variable
  • Service Catalog variable attributes
  • Define a question choice for a variable
  • Service catalog data lookup
  • Create a catalog lookup definition
  • Custom data lookup
  • Audit service catalog variables
  • Service Catalog variable editors
  • Configure the default variable editor for a task-extended table
  • Service catalog variable sets
  • Create a variable set and add it to an item
  • Variable set layout
  • Service Catalog parameters
  • Catalog Wizard form
  • Record Producer form
  • Order guide form
  • Catalog Item form
  • Debugging Service Catalog
  • Debug actions on catalog item variables
  • Debug user criteria of a catalog item
  • Debug UI customizations for a Service Catalog page
  • Debug performance diagnostics of a catalog item
  • Debug a Service Catalog variable
  • Item diagnostic report
  • Run the Item Diagnostic Results report
  • Service catalog UI policy
  • Create a UI policy for catalog items
  • Catalog Builder
  • Setting up the Catalog Builder
  • Configure a step-based service fulfillment flow
  • Create a service fulfillment step type
  • Add a step, section, or question to a catalog item wizard
  • Now Assist in Catalog Builder
  • Exploring Now Assist in Catalog Builder
  • Configuring Now Assist in Catalog Builder
  • Install Now Assist in Catalog Builder
  • Creating a catalog item using Now Assist
  • Catalog item generation reference
  • How to describe a catalog item
  • Catalog Conversational Coverage
  • Conversational catalog overview dashboard
  • Catalog item conversational details page overview
  • View the conversational catalog overview dashboard using the ServiceNow AI Platform
  • View the conversational catalog overview dashboard using Catalog Builder
  • Creating or editing catalog item template
  • Create a catalog item using a template
  • Define a service fulfillment step
  • Catalog builder preview topic conversation
  • Create a question for a catalog item in Catalog Builder
  • Configure an auto-populate value for a question in Catalog Builder
  • Edit a question in Catalog Builder
  • Edit a catalog item in Catalog Builder
  • Add advanced capabilities to a catalog item
  • Discard a catalog item
  • Transfer catalog items using update sets
  • Localization Framework integration with Catalog Builder
  • Hermes Messaging Service
  • Exploring Hermes Messaging Service
  • Configuring Hermes Messaging Service
  • Hermes Messaging Service activation
  • Set up a secure connection to the Hermes Messaging Service
  • Revoke a Hermes Messaging Service certificate
  • Exchanging data using the Hermes Messaging Service
  • Prepare your Apache Kafka client environment
  • Create a test topic in Hermes using the Kafka client
  • Produce test messages to a Hermes topic using the Kafka client
  • Consume test messages from a Hermes topic using the Kafka client
  • Managing namespaces and topics in Hermes
  • Managing namespaces in Hermes
  • Create a namespace in Hermes
  • Delete a namespace in Hermes
  • Managing topics in Hermes
  • Create a topic in Hermes
  • Update a topic in Hermes
  • Delete a topic in Hermes
  • Rescan topics in Hermes
  • Monitoring topics in the Hermes Kafka cluster
  • View a message in a Hermes topic
  • Hermes Messaging Service administration
  • Check the status of and connection to the Hermes Kafka cluster
  • Tracking Hermes Messaging Service Message usage
  • Cloning with Hermes Messaging Service enabled
  • View Hermes Messaging Service log messages
  • Hermes Messaging Service reference
  • Hermes Messaging Service components
  • Hermes Messaging Service security model
  • Hermes Messaging Service properties
  • Hermes Messaging Service roles
  • Hermes Messaging Service domain separation
  • Password Reset
  • Exploring Password Reset
  • Password Reset
  • Password Reset for Virtual Agent
  • Password Reset Windows Application
  • Setting up Password Reset
  • Set up Microsoft Entra ID for Password Reset
  • Set up Microsoft Active Directory for Password Reset
  • Set up Password Reset integration with Okta
  • Set up Password Reset integration with Google Directory
  • Configuring Password Reset
  • Plan your Password Reset processes
  • Configure your Password Reset process
  • Calculating the security score for password reset process
  • Configure password expiration reminder
  • View scheduled jobs
  • View a password expiration table
  • Credential stores for Password Reset
  • Configure the connection to a credential store for the Password Reset processes
  • Credentials Store for Password Reset for Active Directory
  • Integrate Password Reset with your Active Directory service
  • Configure the connection to an AD credential store
  • Credential Store for Password Reset for Microsoft Entra ID
  • Integrate Password Reset with your Microsoft Entra ID
  • Configure the connection to the Microsoft Entra ID Credential Store
  • Test the connection to a credential store
  • Delete a connection to a credential store for Password Reset
  • Password Reset verifications
  • Personal data identification types and confirmation type verifications
  • SMS Code Verification type for Password Reset
  • Use Notify to send SMS codes for enrollment and verification
  • Specify the number of required security questions
  • Configure your Password Reset process to auto-enroll users
  • Enable users to enroll for Password Reset
  • Configuring Password Reset properties
  • Send email to remind users to enroll for Password Reset
  • Customize the Password Reset enrollment reminder email
  • Configure the required strength for passwords
  • Specify lockout for failed login attempts
  • Configure Google reCAPTCHA for the password reset process
  • Customizing Password Reset processes
  • Customize password reset processes and integrate third-party credential services
  • Add a custom question to the Security Questions verification
  • Add a custom header or footer to the user pages for Password Reset
  • Create a Password Reset verification from an existing verification
  • Create a custom Password Reset verification type
  • Create a custom Password Reset verification
  • Create a custom identification type for Password Reset
  • Configure a credential store type to support third-party password auto-generation
  • Asynchronous password reset subflow
  • Create a credential store type for Password Reset
  • Reset a password or unlock a user account with service desk assistance
  • View user requests for password reset
  • Unblock a Password Reset user
  • Integrate Password Reset with a Service Portal widget
  • Integrate Password Reset with a CMS integration
  • Installing and configuring Password Reset Windows Application
  • Password Reset Windows Application installation requirements
  • Request the Password Reset Windows App plugin
  • Download the Password Reset Windows Application installer
  • Install Password Reset Windows Application
  • Use an EXE file from the command line
  • Use an MSI file from the command line
  • Use a wizard
  • Configure security settings for the Password Reset Windows Application
  • Configure the Password Reset Windows Application to use a proxy server
  • Configure an exception policy on your proxy server
  • Configure a proxy server using client credentials method
  • Configure registry keys on your proxy server
  • Configure a proxy server using PAC file (automatic configuration script method)
  • PAC file with registry setting
  • Enable the Password Reset Windows Application to set the display language for the session
  • Integrate McAfee disk encryption with the Password Reset Windows Application
  • Customize the Password Reset Windows Application
  • Limitations of the Password Reset Windows Application
  • Uninstall the Password Reset Windows Application
  • Enrolling in the Password Reset application to reset your password
  • Enroll for the Password Reset program using an authenticator
  • Enroll for the Password Reset program using SMS codes
  • Enroll for the Password Reset program using emailed codes
  • Enroll for the Password Reset program using questions and answers
  • Enroll for the Password Reset program using Soft PIN
  • Reset your password on Windows systems
  • Password Reset reference
  • Installed with Password Reset
  • Domain separation and the Password Reset application
  • Password Reset Process form
  • Password Expiration Configuration form
  • System properties for password expiration
  • Password Reset Credential Store form
  • Password Reset global properties
  • Verification types in the base system
  • Password Reset Verification Type form
  • Password Reset Verification form
  • Password Reset script includes
  • Example custom scripts for Password Reset
  • Password Reset extension script categories
  • Password Reset extension scripts
  • Create a Password Reset extension script
  • Password Reset and Password Change reports and logs
  • Actions in Password Reset for Virtual Agent
  • Notify
  • Exploring Notify
  • Notify Twilio Direct driver
  • Notify Zoom connector
  • Notify voice and SMS capabilities
  • How Notify processes incoming calls
  • Notify Cisco Webex Connector
  • Configuring Notify
  • Activate Notify
  • Differences between Notify and Legacy Notify
  • Migrating from Legacy Notify
  • Configure Notify with Twilio
  • Twilio-Direct callback testing
  • Advanced configuration for SMS
  • Advanced configuration for voice
  • Disconnect from a Twilio account
  • Configure Amazon Polly as default voice tone for text to speech
  • Configure Notify Zoom connector in Notify
  • Set up Notify Zoom connector in Zoom
  • Disable Zoom meeting password
  • Configure a provider in Notify
  • Configure SMS opt-out preferences
  • Configure Notify Cisco Webex Connector
  • Install Notify Cisco Webex Connector
  • Create a Cisco Webex app
  • Configure OAuth entity for Notify Cisco Webex
  • Create an OAuth credential record for Notify with Cisco Webex
  • Create a connection and credential alias for Notify connector for Cisco Webex Spoke
  • Make Notify Cisco Webex Connector as default communication channel
  • Manage Notify properties
  • Using Notify
  • Using Notify with SMS
  • SMS Statuses
  • Send an SMS with Zoom meeting invite
  • Outbound communication requirements
  • Using Notify for making conference calls
  • Start a conference call
  • Add participants to a conference call
  • Mute or unmute all participants
  • Mute or remove a conference call participant
  • Send a message to conference call participants
  • Viewing conference call information
  • List of Notify calls
  • Using Notify with tasks
  • Start a conference call from a task
  • Manage conference calls on task
  • Send an SMS alert from a task
  • Using Notify with Incident Communications Management
  • Initiate a conference call from incident communication plan
  • Join and end a conference call from incident communications management
  • Send communication updates for an incident communications plan
  • Using Notify with On-Call Scheduling
  • Set up Notify with On-Call Scheduling
  • Controlling the on-call communication channel with Notify
  • On-Call Assign by Acknowledgement workflow
  • Call a user from the WebRTC UI
  • Key differences between on-call scheduling with NotifyNow and with Notify
  • Using the Notify Cisco Webex Connector with a major incident
  • Create a collaborative communication task from MIM workbench
  • Initiate Notify Cisco Webex conference from MIM workbench
  • Add participants to a conference call
  • Join a conference call
  • Notify reference
  • Differences between Notify-Twilio and Notify-Twilio Direct
  • Migrate to Notify-Twilio Direct driver
  • Public URLs
  • Components installed with Twilio Direct driver
  • Business rules installed with Twilio Direct driver
  • Tables installed with Twilio Direct driver
  • Numbers and number groups
  • Create a number group
  • Associate a number to a number group
  • Notify workflow activities
  • Join conference call workflow activity
  • Call workflow activity
  • Send SMS workflow activity
  • Forward call workflow activity
  • Input workflow activity
  • Hangup workflow activity
  • Play workflow activity
  • Record workflow activity
  • Reject workflow
  • Say workflow activity
  • Forward to notify client workflow activity
  • Queue workflow activity
  • Notify activity event handlers
  • Creating Notify activities
  • Notify languages
  • Available Notify activity event handlers
  • Components installed with Notify
  • Roles installed with Notify
  • Tables installed with Notify
  • Properties installed with Notify
  • Business rules installed with Notify
  • Manage people and work capabilities
  • Advanced Work Assignment
  • Exploring Advanced Work Assignment
  • Configuring Advanced Work Assignment
  • Advanced Work Assignment home page
  • Get started with Advanced Work Assignment
  • Activate Advanced Work Assignment
  • Activate related plugins for Advanced Work Assignment
  • Move from Connect Support to Advanced Work Assignment and Agent Chat
  • Install Conversational SMS service channel
  • Activate Agent Affinity
  • Activate Conversational Messaging
  • Service channels
  • Service channel capacity and utilization
  • Create or configure a service channel
  • Conversational SMS service channel
  • Set up the Conversational SMS service channel
  • Set up a custom service channel
  • Tutorial: Set up a custom service channel for change requests
  • Inbox layout
  • Create or change an inbox layout
  • Override agent capacity for selected agents
  • Create or change a work item size override
  • Work items
  • Work item queues
  • Create a work item queue
  • Define agent pools eligible for assignment
  • Set work item sort order
  • Create and manage queue triggers
  • External routing overview
  • Use external routing for queues
  • Tutorial: Route interactions by context
  • Work assignments
  • Configure agent assignment rules
  • Tutorial: Automatically assign work to agents by skill
  • Using Agent Affinity
  • Configure Agent Affinity rules
  • Set Agent Affinity rules
  • Deactivate Agent Affinity
  • Agent Inbox controls
  • Configure agent presence states
  • Configure reasons for rejecting work items
  • Configure reassignable settings
  • Management
  • Configure an agent's maximum universal capacity
  • Create or change groups for Advanced Work Assignment queues
  • AWA post work item subflow
  • Configure messaging actions
  • Enable logging for Advanced Work Assignment
  • Using Advanced Work Assignment
  • Check for an agent's presence and capacity
  • Check unassigned interactions
  • Check unassigned task work items
  • Check work items and AWA events
  • Agent initiated SMS conversation
  • Compose an SMS conversation
  • Analytics & Reporting Solutions
  • Using Advanced analytics to access AWA dashboards
  • Operations dashboard
  • Platform Analytics Solution for Advanced Work Assignment
  • Advanced Work Assignment dashboard for interactions
  • Advanced Work Assignment dashboard for operations
  • Advanced Work Assignment dashboard for tasks
  • Advanced Work Assignment dashboard for messaging
  • Advanced Work Assignment reference
  • Assignment Rule form
  • Domain separation and Advanced Work Assignment
  • Components installed with Advanced Work Assignment
  • Properties for Advanced Work Assignment
  • Advanced Work Assignment monitoring page
  • Advanced Work Assignment roles
  • Skills Management
  • Exploring Skills Management
  • Configuring Skills Management
  • Define the skill taxonomy
  • Create skill categories using sample data
  • Define a skill level type
  • Add a skill
  • Using Skills Management
  • Assigning and Managing skills
  • Assign skill proficiency levels for skills
  • Associating skills with work items
  • Assign skills to tasks
  • Routing work items to agents based on skills
  • Learn how Skill Determination works
  • Add a business rule for skill determination
  • Create Skill Determination rules to assign skills to work items
  • Qualify and rank users based on skills and skill levels
  • Reference for Skills Management
  • Domain separation and Skills Management
  • Quick start tests for Skills Management
  • Extension points in Skills Management
  • Omnichannel Callback
  • Exploring Omnichannel Callback
  • Configuring Omnichannel Callback
  • Get started with Omnichannel Callback
  • Install Omnichannel Callback
  • Configure callback behavior for a channel
  • Customize a default callback topic
  • Working on callback records
  • Omnichannel Callback reference
  • Components installed with Omnichannel Callback
  • Domain separation and Omnichannel Callback
  • Zoom extension for Omnichannel Callback
  • Install Zoom extension for Omnichannel Callback
  • Components installed with Zoom extension for Omnichannel Callback
  • Setting up Zoom extension for Omnichannel Callback
  • Setting up the Zoom spoke for Zoom extension for Omnichannel Callback
  • Setting up Notify Zoom connector for Zoom extension for Omnichannel Callback
  • Configure a Zoom webhook for Zoom extension for Omnichannel Callback
  • Configure the Zoom channel for callbacks over Zoom
  • Proactive Triggers
  • Exploring Proactive Triggers
  • How Proactive Triggers work
  • Installing Proactive Triggers
  • Enable Proactive Triggers
  • Application scopes
  • Configuring Proactive Triggers
  • Create rules and actions for Proactive Triggers
  • Create custom trigger types
  • Multiple Proactive Triggers rules and actions
  • Manage Proactive Triggers
  • Proactive Triggers reference
  • Components installed with the Proactive Triggers feature
  • Proactive Triggers roles
  • Domain separation and Proactive Triggers
  • Proactive Rule form
  • Proactive Action form
  • Interaction Management
  • Activating the Interaction Management system
  • Configuring Interaction Management
  • Interaction states
  • Interaction context and channel metadata
  • Interaction wrap up
  • Interaction form
  • Interaction wrap up timer
  • Interaction wrap up scheduled job
  • Create an interaction wrap up configuration
  • Using Interaction Management
  • Create an interaction
  • Associate a record with an interaction
  • Interaction Management reference
  • Components installed with Interaction Management
  • Live Feed Core UI
  • Exploring Live Feed Core UI
  • Live Feed browser support
  • Activating Live Feed
  • Administering Live Feed
  • Document feeds
  • Add a Live Feed UI action on a table
  • Configure document feeds
  • Security configuration for document feeds
  • Disable a record feed
  • Disable a document feed
  • Business rule installed with Live Feed Document
  • Record feeds
  • Activate the Live Feed Document plugin
  • Configure record feeds
  • Add Live Feed to a form header
  • Add Live Feed to a context menu
  • Disable a record feed
  • Configure security
  • Live Feed table notifications
  • Set up table notifications for task tables
  • Set up table notifications for non-task tables
  • Live Feed table notification examples
  • Workaround posted
  • Problem resolved (advanced)
  • Opportunity won (non-task)
  • Related feeds table notification
  • Live Feed security and table access
  • Limit Live Feed access by role
  • Manage Live Feed message content
  • Live Feed team security
  • Restrict hashtag renaming
  • Provide access to Live Feed from CMS pages
  • Using Live Feed
  • Use hashtags in Live Feed
  • Tag messages
  • View an available hashtag
  • Change a hashtag name and merge a hashtag
  • Add an image to a hashtag
  • Follow and unfollow a hashtag
  • Remove a hashtag from a posted message
  • Use teams in Live Feed
  • Create a Live Feed team
  • Join a team
  • View a team feed
  • View a team member
  • Invite a new member
  • Remove a member
  • Subscribe to team and email notification
  • Subscribe a team to feed notification
  • Leave a team
  • Modify a team
  • Manage a membership request
  • Delete a team
  • Use Live Feed to work on records
  • Add Live Feed to a homepage
  • Modifying and deleting document feeds
  • Viewing Live Feed from records
  • Working with record feeds
  • Follow a record feed from a form
  • Follow a record feed from a list
  • Post a message to a record feed
  • Use feeds in Live Feed
  • Create a group feed
  • Create record feeds
  • Control how Live Feed is enabled for records
  • View the activity stream in record feeds
  • Participate in a feed
  • Mark a feed as a favorite
  • View a feed
  • View a feed member
  • Invite a new member to a group feed
  • Invite a new member to a record feed
  • Remove a member from a feed
  • Subscribe to a feed
  • Navigate between Live Feed and other modules
  • Leave a feed
  • Delete a feed
  • Live Feed UI overview
  • Update your Live Feed profile
  • Work with Live Feed messages
  • View another Live Feed user
  • Follow other Live Feed users
  • Select feeds
  • Follow feeds
  • Bookmark feeds and hashtags
  • Add Live Feed to your homepage
  • Post content in Live Feed
  • Post a Live Feed message
  • Reply to a Live Feed message
  • Attach a file to a post or reply
  • Copy an image from the clipboard
  • Add a link to a post or reply
  • Add a knowledge article link to a post or reply
  • Add a poll to a message
  • Add mentions to a message
  • Like a message
  • Delete a message
  • Live Feed reference
  • Domain separation in Live Feed
  • Components installed with Live Feed
  • Tables installed with Live Feed
  • User roles installed with Live Feed
  • Script includes installed with Live Feed
  • Business rules installed with Live Feed
  • Email notifications installed with Live Feed
  • E-signature
  • Activating e-signature
  • Using e-signature
  • Create or modify an e-signature template
  • E-signature reference
  • Components installed with e-signature
  • ServiceNow Voice
  • Exploring ServiceNow Voice
  • Setting up ServiceNow Voice
  • Install ServiceNow Voice applications
  • Domain separation and ServiceNow Voice
  • Configuring a phone PIN
  • Configure the E.164 format for a consumer phone number
  • Configuring CTI component logging
  • Configure Real Time Transcription for ServiceNow Voice Customer Service Management
  • Set up Real-Time Transcription for ServiceNow Voice
  • Scripting for operation handlers
  • Provider configuration in Voice
  • Extension points in Voice
  • Using Voice
  • Integrating Voice with other applications
  • Integrate ServiceNow Voice with Amazon Connect
  • Configure a contact flow for an automated caller interaction
  • Integrating ServiceNow Voice with ITSM
  • Install ServiceNow Voice for ITSM
  • Integrating ServiceNow Voice with CSM
  • Install ServiceNow Voice for CSM
  • Configuring the phone PIN settings for ServiceNow Voice
  • Real time transcriptions for ServiceNow Voice for Customer Service Management
  • Integrating ServiceNow Voice with Virtual Agent
  • Integrate Advanced Work Assignment AWA Voice routing
  • Integrating ServiceNow Voice for HR
  • Install ServiceNow Voice for HR
  • Add Interaction Related Records to HR Agent workspace
  • ServiceNow Voice reference
  • Components installed with ServiceNow Voice Core
  • Components installed with Amazon Connect Integration with ServiceNow Voice
  • Components installed with ServiceNow Voice for ITSM
  • Components installed with ServiceNow Voice for CSM
  • Components installed with ServiceNow Voice for HR Agent Workspace
  • ServiceNow AI Platform Legacy Capabilities
  • Connect
  • Supported browsers for Connect Chat
  • Activate Connect
  • Activate Connect Support
  • Connect interface
  • Connect overlay
  • Connect workspace
  • Enable or disable Connect notifications globally
  • Edit which notifications you receive for a conversation
  • Upload a profile picture
  • Drag a file into a Connect conversation
  • Share a Visual Task Board in a Connect conversation
  • Mention a user in a Connect conversation
  • Connect administration
  • Properties for Connect
  • Configure the polling interval
  • Disable the Connect overlay
  • Customize the Connect audio notification sound
  • Administer Connect actions
  • Configure the fields on a record card in Connect
  • Disable specific URLs for Connect
  • Connect Chat
  • Connect Chat use
  • Start a direct or group conversation
  • Follow a record in Connect
  • Edit basic conversation details
  • Add or remove conversation members
  • Create a Connect conversation from a Visual Task Board
  • Connect Chat administration
  • Connect Support
  • Monitor incoming Connect Support conversations
  • Share knowledge in a Connect Support conversation
  • Transfer a Connect Support conversation to a different agent or queue
  • Add a user to a Connect Support conversation
  • Escalate a Connect Support conversation
  • Connect Support chat states
  • Connect Support administration
  • Migrate from legacy chat to Connect Support
  • Properties for Connect Support
  • Administer Connect Support queues
  • Make a Connect Support queue accessible to end users
  • Add a scripted extension point for Connect Support chats
  • Connect Support metrics
  • Configure the add support users property
  • Service Desk Chat Platform Analytics Solutions
  • Connect Support and Service Portal
  • Classic Orchestration
  • Introduction to Orchestration
  • Domain separation and Orchestration
  • Activate Orchestration
  • List of Orchestration plugins
  • Orchestration Runtime plugin
  • List of Orchestration activities
  • Available activity packs
  • Deprecated Orchestration activities
  • Reactivate a deprecated activity
  • SOAP Message workflow activity
  • Probes used by Orchestration
  • PowerShell activities
  • SSH activities
  • Orchestration applications
  • Orchestration ROI
  • Create Orchestration ROI labor rate cards
  • Create an Orchestration ROI automation entry record
  • Create an Orchestration ROI correlated task rule
  • Configure the time range for Orchestration ROI calculations
  • Installed with Orchestration ROI
  • Orchestration ROI reports
  • Orchestration ROI standard reports
  • Orchestration ROI premium reports
  • Client Software Distribution
  • Request client software distribution
  • Installed with client software distribution
  • Create licenses and counters for distributed software
  • Extend a software lease
  • Client software distribution from SCCM
  • Configuring SCCM
  • Configure the Application Administrator role on the SCCM server
  • Update the SCCM cmdlet libraries
  • Configure the MID Server for SCCM activities
  • Create Windows credentials for SCCM deployments
  • Retrieve SCCM data for client software distribution
  • Set up a software model for an SCCM application
  • Define an SCCM configuration
  • Create a catalog item for an SCCM application
  • SCCM deployment
  • Client software distribution validation process
  • SCCM software revocation
  • Client software distribution dashboard
  • Client software distribution extension framework
  • Configure client software distribution providers
  • Client software distribution extension keys
  • Client software distribution extension points
  • Orchestration examples
  • Active Directory automation example
  • Orchestration activity packs
  • Use an activity pack
  • Active Directory activity pack
  • Add User to Group AD activity
  • Change AD User Password activity
  • Create AD Object activity
  • Disable AD User Account activity
  • Enable AD User Account activity
  • Is AD Account Locked activity
  • Query AD activity
  • Remove AD Object activity
  • Remove User from Group AD activity
  • Reset AD User Password activity
  • Unlock AD Account activity
  • Update AD Object activity
  • Azure AD activity pack
  • Add User to Group Azure AD activity
  • Assign User License Azure AD activity
  • Create User Azure AD activity
  • Delete User Azure AD activity
  • Get User Info Azure AD activity
  • Remove User from Group Azure AD activity
  • Remove User License Azure AD activity
  • Reset User Password Azure AD activity
  • Exchange activity pack
  • Configure MID Server for Exchange
  • Pass multivalued properties with an Exchange activity
  • Create Address List activity
  • Delete Address List activity
  • Get Address List activity
  • Move Address List activity
  • Set Address List activity
  • Update Address List activity
  • Create Mailbox activity
  • Delete Mailbox activity
  • Disable Mailbox activity
  • Enable Mailbox activity
  • Get Mailbox activity
  • Set Mailbox activity
  • F5 Network Management activity pack
  • Add F5 Pool Member activity
  • Get F5 Pool Member activity
  • Delete F5 Virtual Server activity
  • Check F5 Pool activity
  • Add F5 Profile to Virtual Server activity
  • Modify F5 Virtual Server activity
  • Add F5 Virtual Server activity
  • Delete F5 Pool Member activity
  • Delete F5 Pool activity
  • Add F5 Pool activity
  • Infoblox DDI activity pack
  • Create a REST credential for Infoblox activities
  • Infoblox workflows
  • Infoblox roles and permissions
  • Infoblox DHCP activities
  • Infoblox DNS activities
  • Infoblox IPAM activities
  • Infoblox network activities
  • PowerShell activity pack
  • PowerShell activity designer
  • PowerShell protocols and troubleshooting
  • MID Server PowerShell files
  • PowerShell troubleshooting
  • Join Domain activity
  • Install Windows App activity
  • Change Service State activity
  • Restart Windows Server activity
  • Uninstall Windows App activity
  • Probe activity pack
  • SCCM activity pack
  • Request SCCM activities
  • Configure the MID Server for SCCM activities
  • Add to Device Collection activity
  • Add to User Collection activity
  • Get Applications activity
  • Get Deployments activity
  • Get Device Collections activity
  • Get User Collections activity
  • Is Device in Collection activity
  • Is User in Collection activity
  • Remove from Device Collection activity
  • Remove from User Collection activity
  • SFTP File Transfer activity pack
  • SFTP File Transfer workflow
  • Copy File activity
  • Create Directory activity
  • Get File List activity
  • Remove File or Directory activity
  • Rename File or Directory activity
  • Set File Attributes activity
  • SSH activity pack
  • Secure Copy activity
  • Files Compare activity
  • File Read activity
  • File Write activity
  • File Copy activity
  • File Replace String activity
  • Reset Linux User Password activity
  • Global activities
  • Orchestration activity designer
  • Introduction to credentials, connections, and aliases for Orchestration
  • Create custom activities using custom activity designer templates
  • General properties for activity designer templates
  • Create input variables
  • Data encryption for activity variables
  • Activity designer template pre-processing fields
  • Template post-processing fields
  • Auto-map activity output variables
  • Create an output variable
  • Create a parsing rule
  • Activity conditions
  • Orchestration custom activity templates
  • Create a JDBC activity
  • Create a SOAP web service activity
  • Auto-map SOAP activity output variables
  • Configure the SOAP execution command
  • SOAP template execution parameters
  • Create a JavaScript array in a SOAP template
  • SOAP template post-processing parameters
  • Create a JavaScript Probe activity
  • Create a PowerShell activity
  • Create a REST web service activity
  • Create an SFTP activity
  • Create a probe activity
  • Create an SSH activity
  • Create a run script activity
  • Create a JMS activity
  • Activity scoping
  • Publish a custom activity
  • Copy a custom activity
  • Orchestration databus
  • MID Servers for Orchestration
  • MID Server capabilities
  • Configure MID Server capabilities
  • Select the default MID Server for Orchestration
  • PowerShell probe version 2 system property
  • PowerShell log property
  • Use the Orchestration Usage dashboard
  • Legacy: Chat
  • Legacy: Get started with Chat
  • Legacy: Installed with Chat
  • Legacy: Chat use
  • Legacy: Update your profile
  • Legacy: Update your status
  • Legacy: Use your favorites list
  • Legacy: Add a favorite user
  • Legacy: Remove a favorite user
  • Legacy: View an online user
  • Legacy: View a room
  • Legacy: Start a one-to-one chat
  • Legacy: Create a chat room
  • Legacy: Create a chat room for a task
  • Legacy: Join one-to-one chats
  • Legacy: Join a chat room
  • Legacy: Join a chat room for a task
  • Legacy: Join a chat room from a task record without an invitation
  • Legacy: Chat windows
  • Legacy: Send messages in legacy chat
  • Legacy: Send emoticons in legacy chat messages (smileys)
  • Legacy: Change the display
  • Legacy: Invite a user into a chat
  • Legacy: Add a favorite room
  • Legacy: Remove a favorite room
  • Legacy: Set your chat preferences
  • Legacy: Delete a chat room
  • Legacy chat administration
  • Define chat room access rights
  • Change chat room message read access
  • View a legacy chat message as a journal field
  • Chat actions
  • Add actions to the legacy chat window menu
  • Chat action details
  • Available methods associated with the g_chat variable
  • Legacy: Help desk chat
  • Legacy: Use help desk chat to get support
  • Legacy: Use help desk chat to provide support
  • Legacy: Set up chat queues for help desk chat
  • Define a chat queue for legacy chat
  • Assign service desk staff to a chat queue
  • Make help desk chat accessible to an end user
  • Add a custom link elsewhere on the ESS portal
  • Link syntax
  • Monitor chat queues
  • Monitor help desk chat tasks
  • Legacy Notify
  • Working with Legacy Notify
  • View a Legacy Notify question
  • Create a question in Legacy Notify
  • Create a new response choice in Legacy Notify
  • View Legacy Notify messages
  • View Legacy Notify conversations
  • View Legacy Notify conference calls
  • Legacy public conference calls
  • Administering Legacy Notify
  • Configuring legacy Notify to use the Twilio service
  • Associate a Twilio account with Legacy Notify
  • Configuring the Twilio service with endpoints in legacy Notify
  • View and edit legacy Notify properties
  • Legacy Notify account status messages
  • Manage Legacy Notify conference call participants
  • Installed with Legacy Notify
  • NotifyNow (Legacy) - Global
  • NotifyNow - getReadyState()
  • NotifyNow - getStatus()
  • NotifyNow - initiateConferenceCall(String[] conferenceCallParticipants, String conferenceCallTitle)
  • NotifyNow - initiateConferenceCall(String[] conferenceCallParticipants, String conferenceCallTitle, GlideRecord sourceRecord, Boolean private)
  • NotifyNow - isCallable(String participant)
  • NotifyNow - isSMSCapable()
  • NotifyNow - isSMSCapable(String userID)
  • NotifyNow - isVoiceCapable()
  • NotifyNow - isVoiceCapable(String userID)
  • NotifyNow - kick(GlideRecord participant)
  • NotifyNow - mute(GlideRecord participant)
  • NotifyNow - umute(GlideRecord participant)
  • NotifyNow - sendEmailQuestion(String emailAddress, String question, GlideRecord sourceRecord, String emailSubject)
  • NotifyNow - sendSMS(String phoneNumber, String smsBody)
  • NotifyNow - sendSMS(String phoneNumber, String smsBody, GlideRecord source)
  • NotifyNow - sendSMSQuestion(String phoneNumber, String question, GlideRecord sourceRecord)
  • NotifyNow - addConferenceCallParticipant(String conferenceCall, String participant)
  • NotifyNow - convertLocalPhoneNumberToE164(String userID, String phoneNumber)
  • NotifyNow - getConferenceCallParticipants(String conferenceCallId, Boolean isCallable)
  • NotifyNow - getFrequentlyCalledUsers(Number limit)
  • NotifyNow - getPreferredE164VoiceNumber(GlideRecord user)
  • NotifyNow - getPreferredE164SMSNumber(GlideRecord user)
  • NotifyNow - getPreferredEmailAddress(GlideRecord user)
  • Task Communications Management
  • Task Communications Management process
  • Task Communications Management plugins
  • Activate Task Communications Management
  • Components installed with Task Communications Management
  • Install Collaboration Services for Task Communications Management
  • Components installed with Collaboration Services for Task Communications Management
  • Working with Task Communications Management
  • Define a communication plan
  • Define a communication task
  • Define a communication channel
  • Define a communication contact
  • Define a recipient list for communication contact
  • Create a plan type
  • Create a task type
  • Define contact responsibilities
  • View communication channel configuration
  • Configure Slack for a communication task
  • Classic Workflow
  • Getting started with workflows
  • Workflow editor
  • Workflow palette
  • Workflow editor title bar
  • Workflow editor keyboard navigation
  • Welcome page keyboard commands
  • Workflow drawing canvas keyboard commands
  • Workflow management
  • Create a workflow
  • Workflow properties
  • Create a workflow from a table
  • Create a workflow for a new service catalog item
  • Create a workflow for an SLA Definition
  • Ending workflows with multiple branches
  • Work on workflows
  • Workflows used as subflows
  • Pass a variable from a workflow to a subflow
  • Prepare a subflow
  • Using variables in a workflow
  • Workflow catalog variables
  • Workflow events
  • Workflow events in the base system
  • Glide events relative to workflows
  • Workflow event-specific functions
  • Event-specific workflow activities
  • Workflow stages
  • Use workflow stages
  • Add and translate stages
  • Workflow stage sets
  • Create a workflow stage field
  • Select a stage field
  • Display approvers in workflow stage fields
  • Workflow stage field icons and tooltips
  • Workflow stage renderers
  • Workflow fields with deleted records
  • Workflow validation
  • Workflow validator
  • ValidateTransitionOut
  • ValidateTransitionIn
  • ValidateDanglingTransition
  • ValidateSubflows
  • ValidateScriptForCurrentDotUpdate
  • ValidateLowestCommonTable
  • ValidateTableChange
  • ValidateParentFlow
  • ValidateSingleEnd
  • ValidateUpdateSetDependencies
  • ValidateUpdateSetParentDependencies
  • ValidateInputVarUpdateSetDependencies
  • ValidateWorkflowEndStages
  • ValidateWorkflowStageColumn
  • ValidateWorkflowStateValues
  • Workflow concepts
  • Workflow versions
  • Workflow scope
  • Domain separation and Workflow
  • Workflows and data separation
  • Workflow engine operation order
  • Workflow tables
  • Workflow administration
  • Workflow roles
  • Administering workflow contexts
  • Cancel a workflow
  • Scheduling a workflow
  • Workflow movement with update sets
  • Input variable movement
  • Input variable movement use case - two input variables
  • Input variable removal
  • Avoiding duplicate workflows
  • Workflow timelines
  • Workflow error handling
  • Workflow error tracking features
  • Create an error condition exit
  • Reconfigure an approval condition
  • Workflow run time metrics
  • Workflow pause utility
  • Request workflow pause utility
  • Pause and resume individual workflows
  • Pause and resume all or multiple workflows
  • Monitor workflow pause requests
  • Encrypted workflow scratchpad
  • Troubleshoot workflows
  • Use the Workflow Operations Dashboard
  • Workflow performance timing
  • Workflow activities
  • Workflow activities reference
  • Approval and rollback workflow activities
  • Approval Action workflow activity
  • Approval Coordinator workflow activity
  • Approval - Group workflow activity
  • Approval - User workflow activity
  • Generate workflow activity
  • Manual Approvals workflow activity
  • Rollback To workflow activity
  • Condition Workflow activities
  • If workflow activity
  • Switch workflow activity
  • Wait for condition workflow activity
  • Wait for WF Event workflow activity
  • Notify workflow activities
  • Forward call workflow activity
  • Input workflow activity
  • Hangup workflow activity
  • Play workflow activity
  • Record workflow activity
  • Reject workflow
  • Say workflow activity
  • Forward to notify client workflow activity
  • Call workflow activity
  • Join conference call workflow activity
  • Send SMS workflow activity
  • Queue workflow activity
  • Workflow notification activities
  • Create Event workflow activity
  • Notification workflow activity
  • Timer workflow activities
  • SLA Percentage Timer workflow activity
  • Timer workflow activity
  • Task workflow activities
  • Add Worknote workflow activity
  • Attachment Note workflow activity
  • Catalog Task workflow activity
  • Create Task workflow activity
  • Utility workflow activities
  • Branch workflow activity
  • Join workflow activity
  • Lock workflow activity
  • Log Message workflow activity
  • Log Trace Message workflow activity
  • REST Message legacy workflow activity
  • Return Value workflow activity
  • Run Script workflow activity
  • Set Values workflow activity
  • SOAP Message legacy workflow activity
  • Turnstile workflow activity
  • Unlock workflow activity
  • Subflow activities in workflow
  • Parallel Flow Launcher workflow activity
  • WorkflowCoordinator object
  • Completed subflow values in scripts
  • Parallel Flow Launcher example
  • View workflow activity descriptions
  • Add an activity to a workflow
  • Manage transitions between workflow activities
  • Manage workflow activity conditions
  • Edit the workflow activity properties form
  • Using workflow approval activities and rolling back workflows
  • Using variables in Notify workflow activities
  • Use multiple timer activities in one workflow
  • Publish a custom workflow activity
  • Workflow activity pinning
  • ATF Test Generator and Cloud Runner
  • ATF Test Generator and Cloud Runner overview
  • Setting up cloud user
  • Generating the tests
  • Executing the tests using Cloud Runner
  • Parallel testing using Cloud Runner
  • Scheduling test execution
  • ATF Test Generator and Cloud Runner reference
  • Log entries in the BOQ form
  • ATF Test Generator and Cloud Runner roles
  • System Administrator [admin]
  • HTTP Response Headers
  • Configure HTTP response headers
  • Response templates
  • Activate response templates
  • Components installed with response templates
  • Create or modify a response template
  • Policy as Code Engine (PaCE)
  • Understanding PaCE
  • Key user personas and roles
  • PaCE administration life cycle
  • Install PaCE
  • Administer PaCE policies
  • Manage PaCE policies
  • View existing PaCE policies
  • Create a PaCE policy
  • Activate or deactivate a PaCE policy
  • Duplicate a PaCE policy
  • Edit a PaCE policy
  • Delete a PaCE policy
  • Map PaCE policies
  • Define mappings for a PaCE policy
  • Edit mapping inputs
  • PaCE Static and Dynamic Mapping
  • Map PaCE policies using Static Mapping
  • Map PaCE policies using Dynamic Mapping
  • Request an exception for Dynamic Mapping
  • Create a PaCE policy template
  • Manage PaCE policy versions
  • PaCE policy version states
  • Create new PaCE policy versions
  • Create a PaCE policy version
  • Create a PaCE policy version using low-code
  • Policy logic condition fields
  • Create a copy of a PaCE policy version
  • Duplicate PaCE policy versions
  • Edit a PaCE policy script
  • Publish a PaCE policy version
  • Edit a draft PaCE policy version
  • Edit a current or archived PaCE policy version
  • Compare PaCE policy versions
  • Delete a PaCE policy version
  • Passing parameters to PaCE policies
  • Create a new variable for a policy version
  • Data type descriptions
  • Create a data collector for a policy version
  • Structure of a data collector
  • Activate and build data collectors
  • Test a data collector for a policy version
  • Add data collectors to a policy version
  • Add nested policies in a policy
  • Use the Test Playground for PaCE policies
  • Test updates to a PaCE policy version
  • Review execution output and decision
  • Review execution log
  • Execute policies
  • Review executed policy activity
  • Manage PaCE policy categories and tags
  • Managing categories in PaCE
  • Create a category
  • Edit categories
  • View PaCE policies associated with a category
  • Managing tags in PaCE
  • Add tags to PaCE policies
  • Edit PaCE policy tags
  • View PaCE policies associated with a tag
  • How to write and test custom PaCE policies
  • Structure of a PaCE policy script
  • Policy invocation API
  • Sample API
  • PaCE API invocation parameters
  • About policy exceptions
  • Enable exceptions for a policy
  • Disable exceptions for a policy
  • Request exception for a policy
  • Withdraw an exception request
  • Integrating PaCE with other applications

Managing API access within API Insights

  • Release version: Washingtondc
  • Updated July 31, 2025
  • 1 minute to read

    • Manage received and sent requests by granting or rejecting API access, sending reminders, or withdrawing requests in API Insights.

    You can manage API access requests by performing the following actions:
    • Manage requests received for API access in API Insights.
    • Manage requests sent for API access in API Insights.
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