---
sourceDocument: Zurich ServiceNow AI Platform user interface
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/platform-user-interface

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich ServiceNow AI Platform user interface

ft:clusterId :

    - platux

bundleId :

    - platux

workflow :

    - Platform


---

# Reference

# Reference {#ariaid-title1}

* Release version: Zurich
* 
* Updated August 11, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Reference information for user roles and best practices when implementing onboarding modals.

## User Roles {#onboarding-modals-reference__user_roles}

Onboarding modals require specific role assignments for configuration and usage:
{#onboarding-modals-reference__user_roles__entry__2}

| Role | Capabilities |
|-|-|
| admin | Full access to create, edit, and delete guidance records, guidance steps, and help content. Can configure client scripts and launch mechanisms. Access to all Adoption Services modules. |
| help_content_admin | Edit existing guidance content without full administrative privileges. Useful for content management teams maintaining onboarding materials. |
| User (any role) | View and interact with onboarding modals assigned to their role. Navigate through steps, answer questions, and dismiss or complete modals. |
[ ]

## Best Practices {#onboarding-modals-reference__best_practices}

Follow these guidelines to create effective onboarding experiences:

**Content Design**

* **Keep steps focused:** Each step should cover one concept. Limit modals to 5-7 steps maximum to avoid overwhelming users.
* **Use clear language:** Avoid jargon and technical terms without explanation. Write for your least experienced user persona.
* **Provide visual context:** Include screenshots or annotated images showing exactly where to find features. Users learn better with visual references.
* **Make exit clear:** Always provide a Later or Skip option. Never trap users in mandatory onboarding that blocks critical work.

**Technical Implementation**

* **Test across themes:** Verify modal appearance in dark, light, and coral themes. Images and text should remain readable in all contexts.
* **Validate sys_id references:** When using programmatic triggers, ensure guidance sys_id is correct. Invalid references fail silently without user-facing errors.
* **Set appropriate roles:** Match modal role requirements to actual user populations. Over-restrictive roles mean users never see guidance; over-permissive roles show irrelevant content.
* **Use descriptive names:** Name guidance records and steps clearly for maintainability. Future administrators should understand purpose without reading all content.

**Maintenance and Updates**

* **Review quarterly:** Product updates and UI changes can make onboarding content outdated. Schedule regular reviews to maintain accuracy.
* **Gather user feedback:** Add feedback mechanisms or monitor help desk tickets mentioning onboarding. Users will tell you what's confusing.
* **Version content:** Use the Order field and Status field to manage content versions. Keep draft versions for testing before publishing changes.
* **Document customizations:** Maintain external documentation of custom client scripts and launch mechanisms. Update sets may not capture all dependencies.