Adoption Services release notes

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • The ServiceNow® Adoption Services application is a suite of solutions, both products and features, that provide user support and critical information when a user needs it most. Adoption Services was enhanced and updated in the Zurich release.

    Adoption Services highlights for the Zurich release

    Explore Dynamic Guidance within In-product help features of Adoption services as the proactive AI assistant that generates an engaging voice based, step by step guidance, dynamically, across platforms.

    • Use Onboarding modals that now align with the theme of the chosen ServiceNow® instance.
    • Discover and select Guided Tours from the list that is available in Help Center.

    See Adoption services for more information.

    New in the Zurich release

    Help Center
    Find the available Guided Tours that are now prominently listed in the Help Center.
    View the state of the Guided Tours in progress, in the Help Center. Any other help content is hidden when the tour is running. These enhancements are applicable across workspaces.

    UI changes

    Coral theme
    Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.

    For existing customers who upgrade to Zurich, use Theme Builder to publish Coral theme to your instance or add Coral theme to the Next Experience UX Parent App Theme table.

    Easy discoverability of Guided Tours

    Guided Tours are now prominently displayed on the Help Center, making them easier to find. Based on your role, you will have access to guided tours that provide an interactive experience, allowing you to engage directly with the application.

    Onboarding modals
    The images in the Onboarding modals now match the theme of the instance that you choose, whether dark, light, or coral to provide a visually cohesive experience.

    Activation information

    Adoption Services is active by default with the plugins. Do not activate this feature explicitly.

    Accessibility information

    Guided Tours
    Guided Tours is enhanced with more accessibility features including:
    • Descriptive page titles
    • Keyboard assistance for suggesting required fields through screen reader
    • Keyboard assistance for focussed user interface controls like, tool tip icons and check-boxes