Recommended Actions available with account onboarding
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Summary of Recommended Actions available with account onboarding
This document outlines the predefined recommended actions included in the base ServiceNow system to assist customers during the account onboarding process. These actions support key onboarding tasks such as installing Service Exchange for Consumer, configuring Service Exchange Consumer Registration, and managing data imports.
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Install Service Exchange for Consumer
- Installation Guidance: Step-by-step instructions are accessible via the Related Knowledge tab on the task record, linking to relevant Knowledge Base articles.
- Troubleshooting: A Guided Decision Tree helps resolve setup issues by prompting users to specify error messages and Service Exchange version. If issues persist beyond version 1.0.4, customers are advised to contact support.
- Field Assignments: The Assigned to and Contact field recommendations allow automatic assignment of users or contacts to streamline task management.
Service Exchange Consumer Registration & Configuration
- Consumer Registration: Customers can initiate a seamless registration process by specifying consumer account details and ServiceNow instance URL, which creates a consumer record and begins registration without interrupting onboarding.
- Troubleshooting: Similar to installation, a Guided Decision Tree assists in resolving registration issues by walking through error identification and resolution steps, with escalation to support if needed.
- Field Assignments: Recommendations enable auto-populating the Assigned to field for efficient task ownership.
Data Import Recommended Actions
- Import Guidance: Step-by-step instructions for importing and validating data ensure accuracy and completeness in onboarding data tasks.
- Troubleshooting: A Guided Decision Tree facilitates resolution of data import failures by guiding users through issue identification and solutions.
- Field Assignments: Users can quickly assign recommended individuals to the Assigned to field to maintain clear responsibility.
Practical Benefits for ServiceNow Customers
- Accelerated onboarding with built-in guidance reduces errors and delays.
- Interactive troubleshooting tools help quickly identify and resolve common issues without needing immediate support intervention.
- Automatic assignment recommendations streamline task management and accountability.
- Access to Knowledge Base articles ensures customers have detailed reference materials during the onboarding process.
Use the predefined recommended actions that are available with the base system during the account onboarding process.
Recommended actions are available for the following account onboarding tasks:
- Install Service Exchange for Consumer.
- Service Exchange Consumer Registration & Configuration.
- Data import recommended actions.
Install Service Exchange for Consumer
The following recommendations are available:
- This recommendation guides you through the Service Exchange installation process. To view the instructions:
- Open the record for this task.
- Click the Related Knowledge tab and click on the link to view the Knowledge Base article.
- Troubleshoot Service Exchange Failed Setup: This is a Guided Decision Tree that can assist you in troubleshooting issues that have occurred while setting up Service Exchange. Answer the queries and click Next to continue with the troubleshooting process.
- Select Yes to indicate that you are facing issues onboarding a consumer.
- Select the error message that appears from the drop down list.
- Specify whether your Service Exchange version is 1.0.4 or later. If you select No, the troubleshooting process ends and you must contact customer support for assistance. If you select Yes, you will see further information on how to troubleshoot the issue.
- Assigned to Field Recommendation: Click Assign to assign the recommended user and auto populate the Assigned to field in the Service Exchange installation task.
- Contact Recommendation: Click Assign to assign the recommended contact and auto populate the Contact field in the Service Exchange installation task.
Service Exchange Consumer Registration & Configuration
The following recommendations are available:
- Register a Consumer: This recommendation provides instructions on how a consumer can register with a Service Exchange provider during the account onboarding process.
- Click Start Registration.
- Specify the Account Name (the consumer) being registered, and the customer contact.
- Enter the URL for the consumer's ServiceNow instance.
- Click Register. The consumer record is created in the registration table and the registration process is initiated. The registration process is seamless without any interruption to the account onboarding process.
- Troubleshoot Service Exchange Failed Setup: This is a Guided Decision Tree that can assist you in troubleshooting issues that have occurred while setting up Service Exchange. Answer the queries and click Next to continue with the troubleshooting process.
- Select Yes to indicate that you are facing issues onboarding a consumer.
- Select the error message that appears from the drop down list.
- Specify whether your Service Exchange version is 1.0.4 or later. If you select No, the troubleshooting process ends and you must contact customer support for assistance. If you select Yes, you will see further information on how to troubleshoot the issue.
The following image shows the recommended actions and troubleshooting tips for the Service Exchange Consumer Registration & Configuration task. To initiate the registration process, click Start Registration and follow the guided flow to register the consumer.
- Assigned to Field Recommendation: Click Assign to assign the recommended user and auto populate the Assigned to field in the Service Exchange Consumer Registration & Configuration task.
Data import recommended actions
The following recommended actions are available for the data import task:
- Data Import Task Guide: Provides step by step instructions on how to import and validate data.
- Assigned to Field Recommendation: Click Assign to assign the recommended user and auto populate the Assigned to field in the Data Import task.
- Troubleshoot Data Import Failure: This is a Guided Decision Tree that can assist you in troubleshooting the data import process. Answer the queries and click Next to continue with the troubleshooting process.
- Select Yes to indicate that you are facing issues while importing data.
- Select the issue from the drop down list.