Service Portal release notes
Summarize
Summary of Service Portal Release Notes - Zurich Release
The ServiceNow® Service Portal application provides a modular, mobile-friendly self-service platform for customers and employees. The Zurich release introduces enhancements focused on improving performance, user experience, and administrative control.
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Key Features
- Approval Info Record Widget: Displays detailed approval request information and the full approval record, including activity streams. It works in tandem with the Now Assist Approval Assistance AI agent to provide visibility into pending approvals. To enable this widget, activate the Approval Details Page Route Map and integrate the widget into your custom pages.
- Service Portal Approval Configuration Record: Allows admins to customize settings to optimize the Approval Assistance AI agent and Approval Info Record widget for specific use cases.
- Widget Loading Order Configuration: Admins can control the order in which widgets load on Service Portal pages. This deferred loading improves page load times and enhances the user interaction experience by making widgets available progressively.
- Deferred Loading of AI Search Assets: AI Search assets on Service Portal pages can now be loaded after the main content, resulting in faster page rendering and a smoother user experience.
- Coral Theme: Introduced as the default theme for new portals with Next Experience or Core UI enabled. It features a fresh, brand-neutral design with illustrations and offers a dark theme option for web and mobile to reduce eye strain and improve readability.
- Support for Service Portal in iOS Google App: Service Portal content can now be accessed through the iOS Google App, expanding accessibility for users.
Activation and Accessibility
- Service Portal is an AI Platform feature active by default in ServiceNow.
- The Coral theme includes accessibility enhancements, including a dark mode option suitable for web and mobile environments, improving usability for varied user preferences.
Related Features
- Sitemap Generator: Automates XML sitemap creation to enhance search engine optimization for public portal pages.
- AI Search: Provides integrated search capabilities across Service Portal, Now Mobile, and Virtual Agent.
- Usage Insights: Offers detailed KPI dashboards for monitoring Service Portal performance once enabled.
- Authentication Enhancements: Supports advanced authentication methods including passwordless login via PIV/CAC cards to secure portal access.
Practical Benefits for ServiceNow Customers
With the Zurich release, ServiceNow customers can expect improved portal performance through deferred asset and widget loading, enhanced approval management with new widgets and AI agent integration, and a modernized, accessible user interface. These enhancements support faster, more intuitive self-service experiences that align with organizational branding and accessibility standards while providing administrators greater control over portal configuration and user authentication.
The ServiceNow® Service Portal application enables you to build mobile-friendly self-service experiences for your customers and employees with a simple-to-use modular portal framework. Service Portal was enhanced and updated in the Zurich release.
Service Portal highlights for the Zurich release
- Use the support for Service Portal in the iOS Google App.
- As an admin, configure the widget load order on Service Portal pages.
- As an admin, defer the loading of AI Search assets to enhance page performance.
See Service Portal for more information.
New in the Zurich release
- Approval Info Record widget
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The Service Portal Approval Info Record widget shows details about the approval request and a full record for an approval including the activity stream.
The Approval Info Record widget and the new Now Assist Approval Assistance AI agent maintain parity. To use the new Approval Info Record widget, activate the Approval Details Page Route Map, and uptake the Approval Info Record widget in your custom page.
The new Now Assist Approval Assistance AI agent allows you to see your pending approvals, as well as the details about your pending approvals. For more information, see Platform Approval assistance AI agent.
- Configure Service Portal Approval Configuration record
- Configure the Service Portal Approval Configuration record to make the Approval Assistance AI agent and Approval Info Record widget work better for your specific use case.
- Configure widget loading order in Service Portal
- As an admin, configure the widget loading order to defer their loading. This feature enables faster loading of the page and makes the widgets available for interaction as they load, thus improving the user experience.
- Deferred loading of AI Search assets in Service Portal
- Enable deferred loading of AI Search assets on the Service Portal page until the main content is loaded. This feature helps the page load faster and improves user experience.
UI changes
- Coral theme
- Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
Activation information
Service Portal is a ServiceNow AI Platform feature that is active by default.
Accessibility information
- Dark theme
- The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.