blow everyone my name is Jonathan Jackson do you may also know me as JJ and today is to share the wealth session I'm gonna take you through ServiceNow guided tours just to go over the little bit of agenda I'm just gonna describe what guided tours are how to activate them show a demo and then actually live creating a guided tour and then take any Q&A that anyone might have so ServiceNow guided tours are basically on screen live tours or tutorials of the ServiceNow platform and it is completely customizable within your instance and you have multiple tours for different areas of the platform some of the ideas of what it can be used for it can be used for user onboarding to any new features that you might be introducing to your end users say for example you're starting up the service portal for the first time I say you could put a guided tour on the service portal just kind of show your users around the service portal and let them get familiar one example that I'll actually show you here in a little bit it can be restricted by roles so you can have different tours of the platform based on the user's role and so maybe you've got you know FULFILLER can have a different view of either the service portal or even the standard UI now in ServiceNow and they can be used in prod and sub prod instances depending on your need one example where you may use it in a sub prod instance is if you're giving a guided tour for your FULFILLER zhan say for example how to create a new incident it's gonna be one that I'm going to show you here and in the demo as well to activate within the platform any instance that was originally created on Jakarta or later the guided tour is enabled by default you happen to be on an instance that was originally created projec carta you will need to activate via the plugins module and there are three system properties that you may need to tweak depending on what types of tours you want to have available the three of them I have listed here the standard UI this would allow tours on the standard UI espy would allow the creation of tours within portals and then there's also a custom UI which would allow custom UI tours some things to consider as you are creating your guided tour think about the audience for your tour are they seeing the same view that you're seeing why you create the tour and do they see the same fields or there may be some ACLs that might be in place that you need to work around also are there any conditional widgets or menu items as an example on the portal my approvals might not show if depending on whether the user has approvals or not and this is very important because tours will fail if a user gets to an element within their tour that they're not able to see and in the tour configuration there is an option called skippable which will basically ignore the fact that that elements not available and will skip on and allow the user to continue on so I'm going to go into a demo so I'm gonna get two perspectives the first one's gonna be the portal view which might be something like an introduction to the portal for your end users and then I'm gonna go into the standard UI and show something that might be used for FULFILLER training all right so I've got my instance here I'm gonna go ahead and impersonate our friend able to tur and I have a guided tour configured on the service portal and I've actually got it starting automatically so you can see here we've got a call-out just giving a description hey this is the Service Catalog is a listing of items and services that you request from IT and the user can click Next and it will go to the next area of the platform that you're trying to show so here I've got showing a knowledge base and just kind of calling out the different areas of the platform getting help and we can customize the message that shows in here it's very simple to do community so user will just continue to click Next throughout and you can see I've changed how the call-out appears on this particular item it's showing above the item where the previous ones were showing below that's also configurable once we get in and show that and then finally when it concludes you can give a conclusion message to just something very simple here thank you for taking a tour of the service portal and then that will complete and this particular tour was set to auto start so if i refresh the page we'll actually see that it won't auto to start any more for able there's actually a table within the plat form that keeps track of each tour and each user and whether or not they've already seen the auto-launch but if a user ever wants to view a tour again example here in the service portal there's the tours menu item so Abel can go in here and click if he happens to want to watch that again not sure why the introduction didn't come up the first time but we do have the ability to put an introduction here as well and so Abel can go ahead and continue that particular tour and if anytime he wants to exit out he just needs to click the X on one of the items and the tour will stop and he'll get back to his portal so now I'm gonna impersonate a FULFILLER I've created a tour within the incident module kind of give a idea and kind of a tutorial on how to create an instant so when I go here and I click create a new incident the tour should start so again we can give an introduction so here I've just included the basic I to language report an incident is and we can click begin tour and so we can select each field in our tour or as many fields as we want or as few as we want to kind of give a call out and what the purpose of this particular field is doing so on this one I'll click Next to continue on but here we can actually give instructions so here I say the color field captures the user who's reported the incident or the user who is experiencing the incident type the name able to turn into the field and so once I do that there's an on change rule in this particular example where as soon as I change the value in that field it continues on to the next call-out so here I've just identified that hey there's a field here this asterisk means that this field is required next again I've got another on change so we're going to go ahead and type a brief short description and then when I hit tab or leave the field the on change action calls and the tour moves on so here we see that it was the call that was a little off until I scroll down so giving more information about the particular fields click Next goes to the next item you're asking for us to type in a description and then once we're ready to submit the instant we're gonna hit submit so it's a nice way this would be something that would be used maybe in a sub prod instance we can see the tour was abandoned because I saved it instead of actually closing out the final call-out but that's okay so this is like I said there's an example of something that you might use in a sub prod instance for FULFILLER z' to let them kind of get familiar with the the incident module or of any other modules in the system to learn how to submit incidents any questions so far before I go into the demo on actually creating a guided tour hi this is Anna I have one question so I know that tourist can be said to automatically display and star per user or na so they have the option of tours do you know if there's a property where you can set it to automatically start to a user just the very first time so we kind of force them to go through that tour and then once they go through that one time then it just goes back to their you can menu choose to go through it again yeah so if we do force a tour the system does capture that I completed a tour in a table in the system so if the user goes back to say the portal where they've already seen the tour if they've gone through it to completion they will not see it again okay yep there's no way to force a user though to fully view every step within a tour let me show you here I'll go back to my ITIL user since Abel's already completed the tour so now we've got eye tool user let's view into the portal so as I click all the way through i refresh the page the tour is not going to launch okay cool thank you you're welcome and then along those lines I'll show if hope another user will pull up Abraham Lincoln here so when Abraham navigates to the service portal he's gonna get the auto launch for the particular tour but if any time he ever clicks the X to exit out he's gonna be presented with an option to stop the guided tour and do you want to stop this tour from auto launching again so Abraham can click no and he'll see it again the next time he goes into the portal or you click click yes even though he didn't watch the entire tour he can say hey I don't want to see this and it won't present it to him automatically the next time he visits the portal alright so I have another instance here where we're gonna show how to create a tour so once you have the guided tour design or plugin enabled if you need it enabled have in your application launcher a guided tour designer and here we can see there are some out-of-the-box guided tours that have already been created a lot for performance analytics have been created but not really anything for portal so I'm gonna create it tour here we give our tour a name so I'll just call a portal tour tour type this is where you can select whether you're in the standard UI the service portal or a custom UI so this I'm going to select service portal and then we'll select which portal we want it to trigger on and you can see there's multiples in here depending on which portals are active on the particular instance so I'll select service portal and then we'll select the starting page which is going to be the service portal index here we can see we can assign this tour by role so if a user has a particular role and they navigate to that page they'll be able to see the tour this one I'm just going to leave it on all and then I'm going to click create tour so the system opens up kind of a preview of what the guided tour is going to look like and we see the portal here so over here we see our portal steps so we can click on create an introduction and we're gonna put some welcoming text and welcome to the portal click Save and here is where we can add our call outs so what we have to do is we have to drag this call out onto the main part of the screen you can see it basically uses any of elements that are within the portal to on where it's gonna be placed so it's really kind of personal preference you know you can put it right on the title of something where you can use the larger expanded section and here we can see we've got three options on where we want the call-out to appear I think because this one's so far left of the screen left is grayed out so we can't put a call out to the left but we can put it to the right put it above it below and then we've got a trigger action so how we want to continue moving on through the tour we can do it on any click we can do it on mouse-over we can do it on right-click or we can do it on the next button skippable one of the things I mentioned in the earlier presentation is that if a user ever is taking a tour and there's a call-out on an element that that user is not seeing at that particular time the tour is going to fail if we click the skippable option the tour will not fail and I'll show that an example here and then a little bit with the approvals menu item so it's kind of always a good idea I think to use skippable I've not really found any cons to using it but there is definitely cons to not using it if for some reason the user doesn't have the particular element showing on their page the tour would fail so I think it's a good idea to go ahead and check that checkbox so basically we just continue placing our call-outs on the page I'll make that one on and then we see left is an option here I think since it's further in on the page we can put it to the left we ever want to reorder we just need a drag drag our tour steps you ever want to edit we just need to click the pencil icon on that item and and edit any text and then if we want to remove it we just click the delete step you I'm going to go through everything I think you probably get the get the idea that you can you can create as many as you want you can put call-outs up here on the menu put them in the search box to say hey here's the search box and finally we can create a conclusion and we can preview it before we actually publish it where we can see our work see everything we just created shows up where we told it to and it completes so once we're in a final state where we want to publish it just hit publish and confirm it and now it's published Publishing does not set the auto start we have to go back into our menu to configure out and launch we know we're in the service portal I've actually got a few in here the top one is the one that I just created and I just need to flip on the auto launch so that is what triggers the auto launch I mentioned earlier that there's a table in the platform this underscore guided underscore tour underscore user underscore overrides this table we can see there's nothing in here right now but it would list the tour the user and then whether or not the auto launch should be a sable so if I go ahead and impersonate Abel again tor should start you and we can take a look at that table on the overrides and tables name should be in that table now with the override flag set to the true so the portal tour Abel and then the disable auto launch so now when Abel goes back it won't start automatically but it's still available for him and the tours menu option so the second demo that I showed you was on the incident table a new tour will call it the incident tour and we're gonna do it on the standard UI and we're gonna start it on the internet forum this is one that it might be good to specify by roles just because I don't know how all the roles are set up in this instance I'm just gonna leave it as all for now but we see it's the same basic steps as we saw on the portal we have the introduction and we have call-outs and we can put it at the action field call it out to the right on this one we can only be right or below very similar triggers next step but we also have any key press we have it unchanged on key click or Enter key for this one I'm just going to use the next but on the caller field this is where should to type in able to ters name and I can do this trigger the next step on change the short description is the next one so we'll go ahead and preview this so we'll begin the tour in step number and here we have to type in Abel's name in order to continue through the tours that's how we do that and we can figure that on the on change on the next step and we'll notice in the standard UI when the tour ends it brings up the help where we can take a tour again we can manually click that or if there any help articles that are associated with that particular view it'll automatically pop that up and show that any questions at this point hey man it's Alec hey the Dion change happens when you tab out or what okay yeah it's on it's on the tab out okay or just clicking anywhere else right click out or tab out yeah it's very similar to you know an on change client script where that triggers after the PA actually has not changed Oh perfect perfect cool and then if you don't mind while you're in there how do you handle the guided tour if they wanted to do something else like if they wanted to go from incident to change you actually put the call outs on the app navigator for them to like you know if the process is a little more complicated than you know just filling out the incident form is it possible to change to another form show them like a longer process it is I'll show that in a minute on at least the little view it's not clean there are some user experience considerations on it and I'll show that I can show that on the portal right now I'm not tried doing multiple pages on the standard UI but I've only done it on the portal yes actually show we offer this to clients through the training Department and it's usually the significant amount of time we spend just trying to figure out how to get the app navigator you have the changing forms so be cool to see what you have so I've got a multi-page tour showing on the portal here so I've called out hey click here to request something but if I close the window the tour ends so now the users not actually getting to see what I wanted them to click on because even once I go ahead and click on request something since the tour's already ended it's not gonna trigger anything I've got on the second page and then if I actually do go into the second page but then for some reason I close it well now I'm stuck I don't have any direction now to get back to what I want the user to do so I have always tried to avoid multiple pages on a single tour just because this you know you don't know what the user is going to do you know if I follow us perfectly don't click out of anything you know it'll work and continue on the tour but if I exit out you know I might be left as a user I might be left down whatever rabbit hole my tour took me down and then no instruction or no no anything to get back yeah that's exactly what happened to us but we had like the very beginning of the tour started off with something on the app navigator and if they didn't do it exactly right it ended which is called it's just a stream of emails to the contact going this doesn't work we're like you gotta follow the directions but you can't happening they can't they couldn't do it no and it's thanks man yeah no I recommend anything that I've done I've just kept it a single page so if they do click off of it you know they're not lost they're at least backward they started out yeah and then so like it you could do the single page incident so we'll just take like I need to create a change after the incident you would just direct them in the last step to say now if you need to create a change go to yeah and then yeah then you'd have another tour created for change very cool that's a good idea thanks man yeah you're welcome that's good too if you know someone skipped the incident part and they go to change well now they've got the tour already created on change they're not following the tour from incident into change they could just go directly to change right it's a good way to present by your client and that if they say hey why didn't saw one thing say we want to make it modular okay cool yep this will be the last item I'm gonna show kind of demonstrating what happens when we don't check that skippable option I am currently logged in as the system administrator and I have an approval so out of the box this approval menu option does not show if I don't have any approvals so if I take the tour and I've called out the approval menu option for some reason hey here's approvals if you click on this that you can see your rules works fine for me and it continues on but if I were to go and impersonate a user that doesn't have an approval it's able again send you notice here I've also got three tours created so you can create multiple tours on a particular page if you want to show different aspects so I'm going to click on the approver one again and we noticed that Abel doesn't have any approval so that menu option is not showing in the menu and we can see I must have the skippable checked it actually skipped trying to show the approval and just went ahead on to the hey here you can search but let me go back and disable that option so you can see what that looks like get a red nasty message that says the tour has stopped and not a very friendly thing career and the issues to see now I definitely agree there because this is sometimes the first time they're seeing service now and so if the first the first thing they see they see a red box show up they're not gonna be very happy and a user adoption drops yep so I'm gonna go back into the designer I'm going to go to the approval call-out yep we could see I had it set as skippable so if I uncheck that now so it actually already saved it you don't have to go and resave or anything like that it went ahead and saved it so I'm gonna go back and impersonate Abel take the approver tour I'm in here we get a message tour ended because the next step was not found that highlights the importance of checking that checkbox for skippable and you notice the tour didn't continue it literally stops so the user doesn't even see anything after that back so checking that skippable is a very important step in the event that the user doesn't happen to have the area of the platform that you're trying to call out so that's all I had for the demonstration and showing you how to create guided tours anything you want me to repeat or any questions that anyone might have is there a way to change like the color of the popups or like the HTML or anything like that behind the scenes easily that's a good question yeah you can if you go into the step itself within the guided tour steps that'd be going in dear yep yeah so if you go into that yeah so now you can use HTML HTML folder color oh that was it yeah thank you for that thanks T all right anything else for anybody good stuff thank you thanks everyone for joining today