Configure user experiences

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Configure user experiences

    ServiceNow’s Configure user experiences capabilities enable you to tailor interactions with the ServiceNow AI Platform to fit your enterprise’s unique needs. This includes customizing user interfaces, portals, and workflows, providing user assistance, and personalizing user experiences to improve productivity and engagement.

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    Configure UIs and Portals

    • Create versatile user interfaces and custom experiences using tools like Workspace and Core UI apps.
    • Extend UI development through custom menus and pages with the Next Experience and integrated Content Management System apps.
    • Customize service catalogs easily at any developer skill level using Service Portal, enabling customers to access needed services and products efficiently.

    Provide User Assistance

    • Support users with knowledge articles, step-by-step tutorials, and guided tours to familiarize them with the platform.
    • Use Onboarding Experience, Guided Setup, and In-Product Help apps to deliver timely assistance and instructions.

    Personalize Your Experience

    • Use Visual Task Boards and Timeline Visualization to graphically manage workflows, projects, and tasks in 2D or 3D views.
    • Adjust Homepage administration settings for customized page rendering, user access, and dashboard configurations.

    Access and Navigate Data Efficiently

    • Utilize the Next Experience UI for a single-pane web-based interface that provides access to workspaces, applications, history, and favorites on any device.
    • Personalize landing pages by user and role to deliver relevant data immediately.
    • Navigate your instance efficiently with module favoriting, recent module exploration, and integrated search, plus consolidated web and email notifications.

    Improve Agent Efficiency with Workspace

    The Workspace UI offers agents a unified interface with full context and AI-assisted recommendations, enabling faster issue resolution and seamless communication with customers.

    Applications and Features Included

    • Next Experience UI
    • Workspace UI
    • Core UI
    • Content Management System (CMS)
    • Service Portal
    • Adoption services
    • Visual Task Boards (VTB)
    • Timeline Visualizations

    Interact with ServiceNow AI Platform applications and data in the way that works best for you.

    Get started

    Click any of the tiles below to learn more about the variety of customizations, communications, and other options for a user experience unique to your enterprise on the ServiceNow AI Platform.

    Configure UIs and portals

    Improve workflow and data retrieval using Workspace and Core UI apps. Take user interface development further with custom menus and pages from the Next Experience, or integrated apps with the Content Management System. Customize catalogs at any developer skill level with Service Portal, and enable your customers to get the services and products that they need.

    Provide user assistance

    Inform, educate, and assist your users with a full set of guidance and knowledge apps on the ServiceNow AI Platform. Help users get familiar with the ServiceNow AI Platform using the Onboarding Experience, and give Guided Tours of the UI. Provide further assistance with step-by-step instructions from Guided Setup, and on-demand knowledge with In-Product Help.

    Personalize your experience

    Get a graphical breakdown of workflows and give users customized views in your enterprise on the ServiceNow AI Platform. Visual Task Boards and Timeline Visualization help you manage projects, lists, and other aspects of your business, in two- or three-dimensional views. A further host of settings for users is available in Homepage administration, to fine-tune page rendering, user access, dashboards, and other options.

    Access data on any device through a configurable web-based interface

    Access workspaces, Core UI, applications, history, and favorites through the single pane Next Experience UI.

    For highlights, see the Next Experience UI landing page.

    Provide just the data that you need

    Image showing a Next Experience landing page.

    Access the data that you need and get to work immediately. Next Experience landing pages are personalized according to user and role.

    Access your instance in single pane

    Image showing the Next Experience Unified Navigation.

    Navigate to modules in your instance without opening multiple windows. Favorite the modules, explore modules you visited, and search your instance. Receive web and email notifications in one location too.

    Personalize your user interface

    Figure 1. Next Experience preferences
    Screen shot of the Next Experience preferences showing the preference category tiles display, notifications, accessibility, and Workspace.

    You can customize the UI to determine the information that you want to see, that's accessible, and in the format that works for you.

    Improve agent efficiency with Workspace

    Figure 2. Workspace user interface
    Screen shot of Workspace user interface

    Solve issues faster with a workspace that is built to facilitate resolutions. Agents get full context and AI-assisted recommendations in a single view to resolve issues quickly. Agents can communicate with customers from the same interface while reviewing issues.

    Applications and features