Agent experience for CSM |
- Accessibility improvements
- Accessibility improvements were completed to create a configurable workspace that supports WCAG 2.1 Level AA conformance.
- Reflow
The Configurable Workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged
without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to
400%. This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off
with a system property for instances, experiences, and pages. See Reflow for Configurable Workspace for details. - Keyboard shortcuts
Forty keyboard shortcuts are now available to help you navigate across configurable workspace pages faster and more effectively without a mouse.
Shortcuts are contextual to the page that you're on and to the operating system that you're using. View the keyboard shortcuts that are available to you on a particular page through the keyboard shortcut
modal. You can open the modal by selecting Keyboard shortcuts from the Next Experience User Preferences menu, or by using a keyboard shortcut (Control + / for Windows or Command + / for macOS).
This enhancement helps non-mouse and keyboard-only users or users with mobility issues and cognitive impairments to reduce the time required to complete various tasks.
Previously, a limited number of keyboard shortcuts were available when the Enable special keyboard shortcuts
Next Experience user preference was turned on. Those shortcuts are included in the new keyboard shortcut framework and are accessible via the new modal. See Configure Next Experience accessibility preferences for additional information. - Keyboard shortcuts for creating comments, work notes, and emails
- Use keyboard shortcuts to create comments, work notes, and emails when using the Front-line case page in CSM Configurable Workspace.
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Document Intelligence |
- General accessibility enhancements
- Various Document Intelligence features were updated to create a more accessible user experience.
- Updated controls and messages to provide correct labels and other relevant information to Assistive Technology users (for example, screen reader users).
- Provided alternative text for informative images and icons so that the purpose of those images is conveyed to Assistive Technology users.
- Improved color contrast for text and images to meet minimum standard guidelines:
- Regular sized text has a minimum contrast ratio of at least 4.5:1.
- Graphics and user-interface components have a minimum contrast ratio of at least 3:1.
- Standardized design patterns for components to improve screen reader detection.
- Updated Call to actions (CTAs) and tooltips so they can be dismissed via a keyboard, without moving a mouse or pointer. For example, using the Escape key.
- Corrected focus order issue with Auto-fill mode check box controls.
- Corrected focus order issue with the Auto-fill mode thumbnail sidebar.
- Updated Auto-fill mode – Custom Select to provide additional visual cues to convey selected state info, instead of using color only to convey the information.
- Updated Auto-fill mode – Custom Select to programmatically indicate the ABC toggle control’s selected state.
- Updated so that text size can be increased to 200% through your browser settings without loss of content or functionality.
- Updated to allow changes to text spacing without loss of content or functionality. For example, some users apply custom text spacing styles to browser content to improve readability.
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Document Services |
- Updated Document Viewer to match programmatic labels to visual labels. This enhancement provides improved support for ZoomText (a type of magnification software) and other types of Assistive Technology (for example,
screen readers).
- Updated to programmatically inform Assistive Technology users when an invalid page number is entered in the Page Number input field.
- Added a tooltip for the Page Number input field in Document Viewer. Both a visual label and programmatic label are provided to users.
|
Intelligence for CSM |
- Support for reflow
-
The following components were updated to support reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality.
Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels.
Version 28.0.0 of Recommended Actions:
- sn-template-modal-worknotes
- sn-component-attach-article-guidance
- sn-next-best-action-list-connected
- sn-guidance-experience-list-connected
Version 25.1.0 of Guided Decisions:
- sn-guided-decision-card
- sn-guided-decision-playbook-card
-
This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off
with a system property for instances, experiences, and pages. See Reflow for Configurable Workspace for details.
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Knowledge Management |
- Dark Theme
- Enable the Next Experience Dark Theme in the Now Mobile app and Agent Mobile applications. This option is commonly used to alleviate eye strain and improve readability.
- Support for Reflow
-
The following components were updated to support reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality.
Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels.
- sn-knowledge-content
- sn-related-content
- sn-star-rating
- sn-comparator
- sn-attach-article-guidance
- sn-nested-comments
- sn-knowledge-detail
- sn-knowledge-socialqa-answer
- sn-knowledge-socialqa-detail
- sn-knowledge-discussion-wrapper
- sn-timeago
In addition, the following pages were updated to support reflow:
- Knowledge View
(kb_view)
- Knowledge Article Template Selector Modal
- Knowledge Category Picker (kb_category_picker)
- Translation compare
- Request translation
- Version compare
This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off
with a system property for instances, experiences, and pages. See Reflow for Configurable Workspace for details.
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Mobile Platform |
- Data visualization
- Accessibility improvements for the data visualization feature include the following updates:
- Enhanced support for screen readers, with a specific focus on the VoiceOver functionality. This improvement ensures that users relying on screen readers can seamlessly navigate and comprehend the content within data
visualization charts.
- Text within data visualization charts can now be resized, accommodating users who may need larger text for better readability. This support enables text to be increased significantly without any loss of content or
functionality.
- Enable a dark theme or mode in Mobile Platform. This option is commonly used to alleviate eye strain and improve readability.
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Next Experience | The following features have been added to improve overall accessibility in the Next Experience.
- Next Experience keyboard shortcuts
Forty keyboard shortcuts are now available to help you navigate across configurable workspace pages faster and more effectively without a mouse.
Shortcuts are contextual to the page that you're on and to the operating system that you're using. View the keyboard shortcuts that are available to you on a particular page through the keyboard shortcut
modal. You can open the modal by selecting Keyboard shortcuts from the Next Experience User Preferences menu, or by using a keyboard shortcut (Control + / for Windows or Command + / for macOS).
This enhancement helps non-mouse and keyboard-only users or users with mobility issues and cognitive impairments to reduce the time required to complete various tasks.
Previously, a limited number of keyboard shortcuts were available when the Enable special keyboard shortcuts
Next Experience user preference was turned on. Those shortcuts are included in the new keyboard shortcut framework and are accessible via the new modal. See Configure Next Experience accessibility preferences for additional information. - Reflow
The Next Experience supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in
two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to 400%.
This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off
with a system property for instances, experiences, and pages. See Reflow for Configurable Workspace for details. |
Next Experience Components | The following accessibility enhancements were made to the Next Experience Components in the Washington DC release.
- Support for magnification software and screen readers
The following Next Experience Components were updated to match programmatic labels to visual labels. This enhancement provides improved support for ZoomText (a type of magnification software) and other types of Assistive
Technology (for example, screen readers).
This enhancement supports users with cognitive and physical disabilities, such as low vision or mobility limitations, who use the ServiceNow platform.
- Agent chat [sn-agent-chat]
- Agent inbox [sn-agent-inbox]
- Canvas tabs [sn-canvas-tabs]
- Chat input [sn-chat-input]
- Chat mention suggestion [sn-chat-mention-suggestion]
- Checklist [now-checklist]
- Date time calendar [now-date-time-calendar]
- Document viewer [sn-document-viewer]
- Drag and drop [sn-drag-and-drop]
- Field select [sn-record-field-list-reorder-list]
- List selector [sn-list-selector]
- Notification setting popover content [notification-setting-popover-content]
- Presence popover content [sn-presence-popover-content]
- Support for reflow
The following components were updated to support reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality.
Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels.
This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off
with a system property for instances, experiences, and pages. See Reflow for Configurable Workspace for details.
- Action bar [now-record-common-uiactionbar]
- Agent chat [sn-agent-chat]
- Appointment calendar [now-appointment-calendar]
- Bar chart [now-vis-bar]
- Bubble visualization [now-vis-bubble-wrapper]
- Calendar [now-calendar]
- Carousel [sn-carousel]
- Checklist [now-checklist]
- Contact card [sn-contact-card]
- Content tree [now-content-tree]
- Contextual sidebar [now-contectual-sidebar]
- Customer activity [sn-customer-activity]
- Date range picker [now-date-range-picker]
- Dial chart [now-vis-dial]
- Document display [sn-document-display]
- Document intelligence [sn-docintel-iframe]
- Express list [sn-itom-aiops-list]
- Filter [now-filter]
- Form [now-record-form-selection-column-layout]
- Gauge chart [now-vis-gauge]
- Geomap visualization [now-vis-geomap-wrapper]
- Heatmap visualization [now-vis-heatmap-wrapper]
- ITOM Metric Explorer [sn-itom-metric-explorer]
- Kanban board [now-visual-board]
- Knowledge blocks [sn-knowledge-blocks-connected-uib]
- Knowledge content [sn-knowledge-content]
- List selector [sn-list-selector]
- Pagination control [now-pagination]
- Pie/donut visualization [now-vis-pie-wrapper]
- Pivot table visualization [sn-multipivot]
- Playbook activity viewer [now-playbook-activity-viewer]
- Playbook experience [now-playbook-experience-connected]
- Playbook modals [now-playbook-modals]
- Playbook stage picker [now-playbook-stage-picker]
- Service Health Dashboard New [sn-itom-service-dashboard]
- Single score [now-score-advanced]
- Timeseries visualization [now-vis-timeseries-wrapper]
- Support for speech-to-text
- The following Next Experience Components were updated to match visual labels to their accessible labels. If the accessible label is different from the visual label, speech-to-text software can't identify and activate the
interactive element. Matched visual and accessible labels enable speech-to-text software, such as Dragon Naturally Speaking, to identify these components in the user interface rather than doing a slow grid-based navigation
offered by the speech-to-text assistant technologies.
- Dropdown [now-dropdown]
- Input [now-input]
- Record list [now-record-list]
- Record number [now-record-number]
- Text link [now-text-link]
- Toggle [now-toggle]
- Typeahead [now-typeahead]
- Typeahead multi [now-typeahead-multi]
- General accessibility enhancements
- The following components were updated to meet internationally recognized accessibility standards.
- Appointment calendar [now-appointment-calendar]
- Calendar [now-calendar]
- Checklist [now-checklist]
- Contact card [sn-contact-card]
- Content tree [now-content-tree]
- Kanban [now-visual-board]
- Playbook activity picker [now-playbook-activity-picker]
- Radio group [now-radio-group]
|
Platform Analytics Experience |
- Keyboard navigation changed in dashboards
- The keyboard navigation button has been removed from dashboard widgets that have focus. You can press the Spacebar on widgets that have focus to enable moving the widget with the arrow keys.
- Color contrast in time series data visualizations
- Contrast in time series visualizations has been improved.
|
Portfolio Planning |
- Support for truncation
The following views of the Portfolio Planning Workspace were updated to show the truncated text for non-interactive elements when the “Enable keyboard focus on truncated text” accessibility user preference is turned on:
- List view of the Prioritization tab
- Hierarchy view of the Prioritization tab
- Timeline view of portfolio plan and free-form roadmaps
- Capacity Planning
This enhancement supports sighted users who rely solely on a keyboard to use the ServiceNow platform. For more information, see Configure Next Experience accessibility preferences. - Invisible Controls
-
The following views of the Portfolio Planning Workspace were updated to automatically display controls that aren’t normally visible when the Show all buttons without the need to hover accessibility user
preference is turned on:
- List view of the Prioritization tab
- Hierarchy view of the Prioritization tab
- Timeline view of portfolio plan and free-form roadmaps
- Capacity Planning
This enhancement supports users with cognitive and physical disabilities, such as low vision or mobility limitations, who use the ServiceNow platform. For more information, see Configure Next Experience accessibility preferences.
|
Strategic Planning |
- Support for truncation
The following views of the Strategic Planning Workspace were updated to show the truncated text for non-interactive elements when the Enable keyboard focus on truncated text accessibility user preference is
turned on.
- List view of the Prioritization tab and the Goals page
- Hierarchy views of the Prioritization tab and the Goals page
- Timeline view of portfolio plan and free-form roadmaps
- Scoring
- Capacity Planning
This enhancement supports sighted users who rely solely on a keyboard to use the ServiceNow platform. For more information, see Configure Next Experience accessibility preferences. - Invisible Controls
The following views of the Strategic Planning Workspace were updated to automatically display controls that aren’t normally visible when the Show all buttons without the need to hover accessibility user
preference is turned on.
- List view of the Prioritization tab and the Goals page
- Hierarchy view of the Prioritization tab and the Goals page
- Timeline view of portfolio plan and free-form roadmaps
- Scoring
- Capacity Planning
This enhancement supports users with cognitive and physical disabilities, such as low vision or mobility limitations, who use the ServiceNow platform. For more information, see Configure Next Experience accessibility preferences. |
Theme Builder | |
Workspace |
- Keyboard shortcuts
Forty keyboard shortcuts are now available to help you navigate across configurable workspace pages faster and more effectively without a mouse device.
Shortcuts are contextual to the page that you're on and to the operating system that you're using. View the keyboard shortcuts that are available to you on a particular page through the keyboard
shortcut modal. You can open the modal by selecting Keyboard shortcuts from the Next Experience User Preferences menu, or by using a keyboard shortcut (Control + / for Windows or
Command + / for macOS).
This enhancement helps non-mouse and keyboard-only users or users with mobility issues and cognitive impairments to reduce the time required to complete various tasks.
Previously, a limited number of keyboard shortcuts were available when the Enable special keyboard shortcuts Next Experience user preference was turned on. Those shortcuts
are included in the new keyboard shortcut framework and are accessible via the new modal. See Configure Next Experience accessibility preferences for additional information. |