Next Experience UI

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Next Experience UI

    The Next Experience UI is a modern, intuitive, and personalized interface designed to enhance productivity and engagement across the ServiceNow AI Platform. It streamlines navigation by unifying instance apps and minimizing clicks, helping users quickly access the items they need to work efficiently.

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    Key Features

    • Unified Navigation: Centralizes app shell items such as contextual app pills, menu items, notifications, and search across all applications. Users can pin/unpin navigation menus to optimize screen space and organize favorites into folders for faster access.
    • Additional Menus: Includes Favorites, History, and Workspaces menus to save important resources and view recently accessed items. Provides easy switching between classic environment applications and configurable workspaces. Supports creation of custom menus tailored to end users’ needs.
    • Next Experience Landing Pages: Offers role- and task-specific content upon login, allowing administrators to set default start pages or permit users to choose their own.

    Functionality Not Supported

    • Connect Chat: Not available in Next Experience. Some chat functions are accessible via Sidebar starting with Zurich release. Migration to Sidebar is recommended.
    • Connect Support: Not available and will be deprecated in Utah. Customers should migrate to Advanced Work Assignment and Agent Chat to handle chat requests and work item assignments.
    • Homepage functionality is replaced by responsive dashboards and Analytics Center dashboards. Existing homepages are viewable by direct URL but cannot be created or edited. A homepage deprecation tool is available to convert homepages to dashboards.
    • Live Feed is unsupported.
    • JavaScript console log is unsupported within the Next Experience framework.
    • Automated Test Framework (ATF) currently lacks support for UI Builder pages, configurable workspaces, and landing pages in Next Experience, though support is planned.

    Next Steps for Customers

    • Plan migration from Connect Chat and Connect Support to Sidebar and Advanced Work Assignment with Agent Chat respectively.
    • Use the Homepage deprecation help tool to transition homepages to responsive dashboards.
    • Familiarize with Next Experience concepts, configuration options, and migration processes to maximize adoption benefits.

    For further guidance, customers can access community articles, FAQs, and knowledge base resources related to Next Experience UI.

    The Next Experience UI delivers a next generation, intuitive, personalized experience to drive productivity, improve engagement, and surface insights across the ServiceNow AI Platform. The UI unifies your instance apps and reduces clicks to access the items you need to get working.

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    Benefits

    New features and benefits when working in the Next Experience:

    Unified Navigation

    • Access app shell items—such as the contextual app pill, menu items, notifications, and search—all in one place across the entire platform, no matter which application you're using.
    • Pin and unpin navigation menus to access menu items or free up screen real estate.
    • Find your favorite pages quickly by organizing your favorites into folders.
    Additional menus
    • Navigate to and save important resources with the Favorites, History, and Workspaces menus. Find your recently-viewed items in a single menu.
    • Easily switch between classic environment applications and configurable workspaces.
    • Create custom menus for your end users. For more information, see Configure custom menus for Unified Navigation.
    Next Experience landing pages
    • Start your day with everything you need right when you log in.
    • View content specific to your role and tasks all in one location.
    • Designate a start page for your users, or allow them to choose their own.

    Functionality not supported

    Important:

    Connect Chat is not available in Next Experience. Starting with Zurich, certain Connect Chat functions are available in Next Experience by using Sidebar. See KB1123615 – Moving from Connect Chat to Sidebar for more information about the differences between Connect Chat and Sidebar.

    Connect Support is not available in Next Experience and is scheduled to be completely deprecated in Utah. If you want to automatically assign chat requests and other work items to agents in Next Experience, you must migrate to Advanced Work Assignment and Agent Chat. For details, see Move from Connect Support to Advanced Work Assignment and Agent Chat.

    These features and products are not currently supported with Next Experience:

    • The functionality found in homepages, arranging information from your instance to tell a story about your data, is found in dashboards on new instances. On upgraded instances with Next Experience enabled, users can view existing homepages if they have a direct URL, but they can't create or edit them. Responsive dashboards and Analytics Center dashboards take over homepage functionality. Use the Homepage deprecation help tool to convert the homepages on your instance to responsive dashboards.
    • Live Feed is not supported.
    • The JavaScript console log isn't supported in the Next Experience framework.
    • ATF doesn't support these elements of Next Experience, but support for these features is planned for future releases:
      • Pages built with UI Builder, including pages with lists and form components.
      • Configurable Workspaces
      • Landing pages
      Note:
      ATF still supports the Core UI, including Classic Environment (such as classic lists and forms).
    For more information, see:

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