Dynamic Guidance

Dynamic Guidance is the proactive AI assistant invoked from Help Center and Now Assist panel that generates an engaging voice and text based, step by step, real-time guidance, dynamically, across platforms.

Dynamic Guidance addresses the need for personalized contextual support by leveraging artificial intelligence to queries raised by you in natural language. Thus, it can respond conversationally, guiding you more effectively within the product experience. Dynamic Guidance uses Google services to share real-time screen and get guidance.

Note:

The minimum version required is: Zurich patch 8 and Australia patch 2.

Why Dynamic Guidance

Dynamic Guidance answers any ServiceNow® related question using indexed content from the official ServiceNow® product documentation and/or other configured sources. Common use cases include:

• Onboarding on a new module or feature for the first time
• Navigating unfamiliar workflows
• Learning configuration options and correct practices
• Getting step-by-step help mid-task without exiting the platform
• Accessibility-first guidance
• Fully voice-driven as no visual overlays are required

Admins can extend the documentation sources available to Dynamic Guidance by configuring External Content Connectors (XCC) — enabling guidance from custom knowledge bases and internal runbooks in addition to standard ServiceNow® product documentation.

Dynamic Guidance transforms the in-product help experience by implementing an advanced, conversational help capable of delivering contextual support to users. This solution will surpass traditional, static, administrator-created content by utilising natural language, screen context awareness, and robust system integration.