Explore

  • Release version: Zurich
  • Updated March 20, 2026
  • 1 minute to read

    • Dynamic Guidance provides an assistance that is fully embedded within the product, enabling users to access relevant information without navigating away from their Workflow.

    Explore various features of Dynamic Guidance:
    • Voice and screen share options
      Note:
      User voice or screen share data is not stored. The transcript however, gets logged in the database.
    • Responses are based on ServiceNow® product documentation from the same family release as that of the instance you're on
    • Front-end component to invoke Dynamic Guidance and end a conversation
    • Option for multiple users running this simultaneously
    • Enabled to work across the ecosystem of ServiceNow
    • Near real-time experience and minimized latency
    • Browser support: In Firefox, while the entire screen or the app gets shared with screen share, you can choose to share only the desired tab in Google Chrome
      Note:
      Screen share is not supported in Safari.
    • 30 minutes of audio and screen share support
      Note:
      You can cancel screen sharing anytime in the course of conversation.
    • Pause and resume conversation at your pace
    • Cross-tab control on pausing and ending the conversation although, the transcript can only be accessed from the launching tab of Dynamic Guidance
    • The chat window has a floating feature which makes it visible on any other open instance across browser tabs. You can control the conversation from the other open instance via floating chat window.

    How Dynamic Guidance works

    When you ask a question that requires documentation lookup:
    1. User query: You ask a question via voice interface
    2. Gemini decision: Gemini Live API determines if knowledge base search is needed
    3. Tool call: Gemini invokes the knowledge base search tool with the query
    4. RAG API processing: RAG API Handler processes the query and searches XCC
    5. XCC search: XCC searches the crawled ServiceNow Docs content
    6. Results return: RAG API Handler formats and returns relevant documentation snippets
    7. Response Generation: Gemini synthesizes the answer using the retrieved content