Service Portal release notes
Summarize
Summary of Service Portal release notes - Release version: Zurich
The ServiceNow® Service Portal application enables building mobile-friendly self-service portals for customers and employees using a modular framework. The Zurich release introduces enhancements including rebranding, performance improvements, new widgets, and UI updates to improve user experience and administrative control.
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Key Features
- Rebranding to ServiceNow Otto: Starting with Zurich Patch 12, the AI experience formerly known as Now Assist is renamed ServiceNow Otto. This new branding applies to related ServiceNow products including Service Portal without affecting customer entitlements.
- Onboarding message control: Administrators can suppress the ServiceNow Otto onboarding message on specific portals by setting the
glide.sp.ottoonboarding.suppressedportalsproperty with portal sysids. - iOS Google App support: Service Portal usage is supported within the iOS Google App, expanding accessibility for users on mobile devices.
- Widget load order configuration: Admins can configure and defer loading of widgets on Service Portal pages to improve page load performance and user interaction responsiveness.
- Deferred AI Search assets loading: Deferring AI Search assets loading until main content is ready enhances page speed and user experience.
- Approval Info Record widget: A new widget displays detailed approval request info including activity streams, aligned with the Approval Assistance AI agent. Activation requires enabling the Approval Details Page Route Map.
- Service Portal Approval Configuration record: Enables customization of approval widgets and AI agent behavior to better fit specific use cases.
- Coral theme and dark mode: The new Coral theme is the default for portals using Next Experience or Core UI, featuring brand-neutral illustrations and an optional dark mode to improve readability and reduce eye strain.
Activation and Accessibility
- Service Portal is enabled by default as part of the ServiceNow AI Platform.
- The Coral theme’s dark mode option supports accessibility by reducing eye strain in web and mobile experiences.
Related Features
- Sitemap Generator: Automates XML sitemap creation to enhance SEO for public portal pages.
- AI Search: Provides powerful search functionality across Service Portal, Now Mobile, and Virtual Agent.
- Usage Insights: Offers detailed KPI dashboards and list views to monitor Service Portal performance after enabling Usage Insights.
- Authentication: Supports identity validation and role-based access, including passwordless login via PIV/CAC card authentication for portal users.
The ServiceNow® Service Portal application enables you to build mobile-friendly self-service experiences for your customers and employees with a simple-to-use modular portal framework. Service Portal was enhanced and updated in the Zurich release.
Service Portal highlights for the Zurich release
- Starting with Zurich Patch 12, Now Assist is now ServiceNow Otto®. ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including Service Portal. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.
- Use the
glide.sp.otto_onboarding.suppressed_portalsproperty to suppress the ServiceNow Otto onboarding message for specific Service Portal portals. Set the property value to a single portal sys_id, or use a comma-separated list of sys_ids for multiple portals. Users visiting any portal listed in this property will not see the onboarding message. - Use the support for Service Portal in the iOS Google App.
- As an admin, configure the widget load order on Service Portal pages.
- As an admin, defer the loading of AI Search assets to enhance page performance.
See Service Portal for more information.
New in the Zurich release
- Approval Info Record widget
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The Service Portal Approval Info Record widget shows details about the approval request and a full record for an approval including the activity stream.
The Approval Info Record widget and the new Now Assist Approval Assistance AI agent maintain parity. To use the new Approval Info Record widget, activate the Approval Details Page Route Map, and uptake the Approval Info Record widget in your custom page.
The new Now Assist Approval Assistance AI agent allows you to see your pending approvals, as well as the details about your pending approvals. For more information, see Platform Approval assistance AI agent.
- Configure Service Portal Approval Configuration record
- Configure the Service Portal Approval Configuration record to make the Approval Assistance AI agent and Approval Info Record widget work better for your specific use case.
- Configure widget loading order in Service Portal
- As an admin, configure the widget loading order to defer their loading. This feature enables faster loading of the page and makes the widgets available for interaction as they load, thus improving the user experience.
- Deferred loading of AI Search assets in Service Portal
- Enable deferred loading of AI Search assets on the Service Portal page until the main content is loaded. This feature helps the page load faster and improves user experience.
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.
Activation information
Service Portal is a ServiceNow AI Platform feature that is active by default.
Accessibility information
- Dark theme
- The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.