[Music] excellent so greetings everyone thank you for joining us today my name is John Lind and I am an outbound product manager for the service now platform and today we are joined by mood who is a product manager who works on guided towards and guided setups and he's going to be showing us uh uh some some information on how to use the tools what you can do with them and uh if you're new to this this is an excellent opportunity and if you've got experience um you'll see some of the latest features uh before we get started uh just want to let you know please use the uh the Q&A uh if you use a general chat uh functionality that's fine but we won't necessarily see what you're saying in there so if you have any questions please uh please drop that in the Q&A uh and we'll try to answer them where appropriate as we go and then we'll save some of the other ones that may maybe don't fit in at the current moment we'll save those for later in the in the session so thank you thank you very much and muted please introduce yourself and get started thank you sure thank you John uh hello everyone and welcome to the session on guided tools and guided setup uh I'll I'll take you through both of these products in detail in in this session for initial uh minutes and then we'll uh leave some time at the end for to go through the question and answers as John mentioned you can uh go ahead and post your questions in the Q&A section we can answer them as we go on and or else we can pick them up uh once we complete the session okay so when we talk about guided tools or guided setup the preface to it is always around the adoption of the products uh when we talk about you know softwares purchased by businesses across the globe um on on service now platform the applications are sold but customers and businesses do not realize the final value of those products unless they are adopted well they are utilized well and their users are ultimately productive with the those applications so essentially what we are targeting or what we are trying to do here is we trying to increase the value realization the the speed of value realization how soon we can achieve the realization of value for the products that we have purchased this is one of the key problems with a lot of businesses and and there are multiple factors that uh really you know contribute to it it starts right from the time the software is sold to customers it is purchased by you know customers uh to the time it is uh you know implemented to the time it is uh uh trained for you know the training is provided to the end users and it goes on and on to the time when people are actually using it finding the value out of it trying to do something and they are able to do it um things with it so today we are going to focus on two very very key aspects of value realization which which also make a perfect recipe for it how do our administrators reduce the backlog which they have for the for the kind of products that they they've purchased so this is something that we've heard um you know over and over from our administrators that uh they have a long list of products to be implemented in service now and and one of the reasons of um not being able to implement everything is the amount of time energy resources that it takes to implement those products it is definitely timec consuming and this results in a long backlog getting created at the customers's end this this this this uh essentially reduces the speed in which products are implemented not just that this impacts the adoption but also one of the key ingredients is the right onboarding of users on the pl you know products that are getting implemented so once I've implemented something in the right way I also need to train my users to use it in the right way so if both of these aspects are taken care in the right way way our customers uh you know people who are working on service now they should be able to achieve a much much faster value realization out of these uh the products that they have now let us look into you know both of these aspects and you know how these products can solve them so when we talk about reducing backlog one of the key aspects or reasons why they have backlog as I mentioned is because of the complexity of the uh overall setup process the time it takes you know uh so how do you reduce it so we have something called as guided setup application teams application building teams product teams who are trying to create new applications on service now platform they can make use of guided setup to create a create a flow of setup activities that administrators need to perform in order to make their implementation process is smoother this can involve a series of steps in the form of a workflow that needs to be done this can also involve automating certain tasks in the overall guided setup process with this what happens is you're able to reduce the amount of time admins have to invest in um uh in in uh implementing a certain product from the perspective of onboarding uh one of the there are there are multiple ways uh you know to onboard users which which all of our customers use uh which includes uh physical trainings which includes a lot of documentation lot of how to documents and so on one of the ways that have we have found uh very very um um uh impactful when it comes to onboarding is the use of um guided tools so guided tools is essentially a mechanism by which you are able to take users through a journey through a journey to complete a certain task certain process in in the in the ecosystem but by by actually letting them do it with the help of um guided instructions so with the use of guided tools essentially users are able to not just understand how to do a certain process but they are also able to do that certain process in in the uh in the application and that way you know they are able to perform their task not just for the purpose of onboarding this is also a wonderful tools when it comes to um in application you know help when somebody's looking for help so if I'm looking at a new page I'm trying to do something new or something after a long time this is also something which can help me uh getting getting the right understanding on how to do a certain task so in today's session we will go through both of these uh products one by one and understand uh with the help of a demo how do you configure or create guided setups or guided tools and how they can be utilized in the system excellent excellent thank you all right uh so let us start with the guided setup so we've been uh we've been seeing multiple variants of guided setup in the overall you know service now ecosystem from from last couple of years what we've done recently um uh as part of uh zanadu release that this is yet to come out so there is there is all of course uh you know a safe harbor here so what we are doing as part of zanadu release is now guided setup will be powered by the process from the process automation designer what this means is Now application development teams would be able to create guided setups for their end users which are administrators to uh essentially Implement their product with very very complex workflows now now there are two parts to guide it setup it comes with its own builder experience for the application teams to create the guided setups and it comes with its own pre-curated player experience for the administrators to go through and run those guided setups so as to implement the product in the right way when I talk about Builder experience this is something application development teams essentially would utilize and and the power of Builder experience in in this version is it is completely no code so you need not have any coding you need not to do any sort of coding in order to create your guided setup it is it is completely uh no code experience it is powered by process automation designer what this means is you get access to the rich task inventory which is already part part of the process automation designer you get access to creating your own custom task so if something is not available able as a available task in the repository you can create your own guided setup task by designing it you can create interdependent or conditional task you know within the guided setup so if you're moving from one task to another you can create conditions based on which you know new task would be loaded or new task would be created for the guided setup process so the whole process is is uh UI based the whole process is uh pre-curated from the end user interface perspective as well from the player perspective when when administrators essentially access these guided setups what they experience is a stitched flow of configuration steps so in most of the cases when administrators want to go go and do the right configuration for a product the the biggest challenges that they have to go to you know a number of different places in order to do the setup right and not not just they have to go to those number of places it's also that they have to understand and remember you know where to go when so what what is the right sequence of steps to be done what is U you know what is it that I'm going to do at a certain step uh that is that is a big big challenge for the administrators and that is where you know a lot of guidance is also needed so with the help of guided setup you're not not just delivering the right flow to administrators you would also be able to give administrators right amount of guidance in terms of what they are expected to do at certain step within the overall guided setup process so the guided setup player experience comes with this with this stitched flow it keeps tracking the completion status you know what sort of tasks are completed what sort of tasks are not completed or are in in progress it gives them all sort of instructions onto how to complete a certain task within the overall setup process it could be um you know textual task it could be a image you know that you want to surface to make things more clear or a video that you want to make you know things more clear there is also an aspect of excuse me mut we've got a we've got a question um so I think probably um a lot of us are probably fairly have have experienced a got it set up with like out of the box products uh can you um uh can you think of an example of where how a customer might use this to to build their own guided setup sure so let me take an example of you know itm you know service operations workspace so if you're if you're migrating to service operations workspace or you're you're new to service operations workspace uh essentially there are there is a bunch of things that you have to do you have to you know set up the the theming and The Branding right for for your itm product to look and feel in in your company theme that is that is one of the things you have to create right set of um you know the the instant incident types that would be applicable for for your for your business entity that is that is another set you might want to you know uh create new new tables in in the incident so as to uh you know um add add more incident layers to to it so so these kind of tasks are part of the regular implementation process and and just to take another example if you take example of you know CSM you know if if you if you if you come out with a with a guided setup for CSM like application then you would uh train your uh you know give uh guidance to your administrators in terms of how to create a new case type what tables to be created uh in case of that and so on so for us for us here in service now we are building these products that people are using so we have these these gued setups and I've used those before what you're saying is if I do some customizations to that application um you know as part of my itm or CSM implementation I can go back and basically add the add processes or steps that are specific to my business my my types my you know my absolutely absolutely so so so not just the product teams out of service now but our partners external developers who are creating new applications and products they can all go ahead make use of this guided setup uh framework and um you know release the guided setups to administrators great I look forward to seeing you absolutely and and uh just before I move from this you know one of the key uh aspects of this guided setup is it gives a consistent experience across different you know uh applications or products that you may have so so today uh you know uh the learning graph is one of the key challenges with our with our customers and guided setup it comes with its own experience so when when you launch a guided setup for itm versus CSM versus any other application the overall learning graph is very low because the guided setup looks feels behaves pretty much in a similar way which gives administrators much uh you know much more Comfort when it comes to you know how to run it okay um so without without uh taking too much time on on this deck let's let's jump into the demonstration of guided setup and see how it works okay so here's an incident um instance uh I'm going to go to all type in adoption services this is where you know the new guided setup comes in let's click on it it's going to open up a new tab so when I'm here I'm essentially I see two different tabs one is called configure products products this is where all the guided setups which are created for the administrators would be visible to administrators so essentially admins would see this tab and then there is another tab build your guided setups this is where application development teams or you know people who are bu building something they would go to create the guided setup for their business applications so let's go ahead and try to create a new guided setup if I click create it it just gives me a quick introduction of you know what I'm going to see and experience let's get started okay so when I start it it asks me to introduce the guided setup what this guided setup is about so let's say this is um case type setup for CSM um and description is use this setup to create new case types in CSM okay I can also associate guided setup with a specific user roles who would be accessed to you know able to access this but I'll leave this blank to make it generic the moment I move next if you see it it opens up the process automation designer uh interface for me so I've got a D diagrammatic view as well as board View to create the flow of the guided setup that I want to create so I can I can go ahead and create a new stage stage is nothing but a category for the guided setup uh in terms of you know uh you can you can Club multiple tasks of a guided setup in a larger category so for example role management could be a category and you know this category could be used to manage uh manage or create new roles and and be that you know each each category may have mult mulle tasks so you know you can choose when when this category would be would start so I've just created a category let's try and create an activity so activity are the tasks that you uh wish your users to do so like I said there is a rich you know inventory of all the tasks that the user can do so there are sort of a lot of common activities Global activities and also there is a specific you know guided setup uh related menu created which contains most frequently used tasks in the guided setup now these tasks could be you know external links where you want to give um documentation links to the users let's let's just choose that um I can select you know when this uh um task will start whether this will um start with the previous uh step or not and then here I can essentially go ahead and configure a number of links what kind of link it is and the actual URL to it so I can give uh specific titles to it uh so let's just do that so I'll just call it out it's a new uh introduction let's call it hello um let's say it's a it's a document so I'll just remove video and I'll just add the URL to an external documentation let's say it's the docs. servicenow.com so we'll add docs. service .c so what I've done is I've just created uh an an external link here which would be visible to end users when they when they visit this this task so I've just created one task you know it's it's it's as simple as that I can go to add activity and probably try and create another task you know for example plug-in installation so I might want um that a certain amount of plugins or certain number of plugins to be implemented as part of the guided setup so I can choose when this runs whether this uh is is applicable uh as soon as the state starts or after a certain activity and within the automation I can give the query for the Plugin or multiple plugins how you know what all plugin I want to be uh installed as part of uh this this particular task uh I can at any point in time you know go and U sort of delete an activity if I've created it by mistake let's try try creating another one which is iframe so so iframe is a is a very interesting you know in uh activity so U there are there are activities available in guided setup Builder where you can create sort of new records you can um create uh instructions you can um install plugins but you if you already have your you know experience created and you want to invoke that experience within guided setup then you can use the iframe uh for it and uh you can invoke the same experience that you've already created in one of your pages inside the guided set up so this means when whenever you know the guided setup is running uh you don't users don't have to go out of the guided setup everything is invoked inside the guided setup so as to make the overall experience seamless so I can just add the URL let's take this URL for example and I can take the URL and save it and it's it's as simple as that so I can go ahead and add as many number of stages so I can just go ahead and add another stage which says let's say case type management or case management yep and I can just save it so another category is created and then I can go on add another activity here from the list of activities you know and go to guided setup iframe I can again go ahead add you know a URL to it and and it's done it's done so as you can see I I've just created you know three different tasks two different categories very quickly and then there is uh there is a search option so if I just want to create a record you know it could be a creating an incident record creating a table record or something I can just search for it and it comes up so there is a huge list of common activities that I can use uh uh from the common activities but there are some frequently used activities which are part of the guided setup menu uh so let's uh just go ahead and try to look at uh activating this guided setup so I've just activated the process so you need to activate the process in order to finalize the guided setup and now I can click on the finalize button uh yes I have activated and I can continue so before I I leave there is an option to create a prese setup checklist so most of the times administrators when they are trying to start a guided setup or set up Journey they need information around you know what this setup contains what am I expected to do what should I be ready with this is where you can provide you know that information to the administrators so let's give that and finalize and done so that's that's how quick you know you can create a guided setup of course you know there would be more information that you would like to give as part of your actual guided setup but it's it's pretty quick so whatever guided setups you have created are are visible in the build your guided setup UPS Vu with the status of the guided setup whether it's in draft state or it's in it's in published State uh if you go to configure products all the published guided setups are visible here so you go to configure products and you see case type setup for CSM that's that's the guided setup that we we just created um you know for for ourselves now this this was the uh experience of how guided setup can be created quickly using the Builder experience now let us take an example of a guided setup to see how the player experience looks like um I'm I'm going to take example of service operations workspace because that's a much cleaner guided setup that we've already created uh so let's take example of service operations workspace um and you know and and all the status is also there you know so if it's not started or in progress so you can always pick up you know where you left so let's take service operations workspace it just tells me what I can expect and like I said you know before before starting the guided setup it it gives me that pre- checklist which I can go through and I can get started so the moment I start a guided setup it it lands me on the category listing page so this this this essentially contains all the categories with the description of the categories so with each category or each you know uh stage we gave a strong description now this description uh could be uh textual this can contain hyperlinks to external pages and then each category can have different tasks so it displays what all tasks are present you know so for this first category there are three tasks uh with with each of the you know category it also shows the status of the category as well as uh with each task as well and you can you can go ahead and move to different categories on this page to see what sort of actions or what sort of um um tasks are part of each of the category so let's resume this this guided setup where we left off so so as you see you know we we've completed certain amount of steps it it takes us you know to the step where we left off last time so this is a typical example where uh we have I framed a page on the top there are instructions on what I'm supposed to do on this page and then I can you know do this step and Mark this step as complete I can I can go ahead to next step or move to next steps to see you know what am I supposed to do so there are there may be chances that I don't want to do all these steps there are C certain things which are optional for me so I can just go ahead and skip that from the top uh as an administrators I can look across different categories if if they are not conditionally blogged uh by the Builder experience and I can go to specific categories and see you know how what all I'm supposed to do and how to do certain things things so again this is this is another example of of iframing a a specific page and at any given point in time I can come back to the category listing page and look at you know what what all categories are part of this what all tasks I have completed and I can also you know move uh back and forth between different categories and different tasks and uh try to do that so I can I can also go to a specific category so let's let's go to this category so right now this was a skipped so it shows a skipped uh on the on the top left um uh so so I I get to know that this category was a skipped last time I can I can go to the next category which is setup locations I can go ahead I can mark it as complete the moment I mark it as complete you see the icon changes from the pencil icon to The Click icon on the left hand side menu and now I can go back uh to the previous and you know this is a this is a typical instruction task that is created so this this was the completed stage uh you see it's it's marked as complete on the top and if I want to you know rerun it I can go ahead click on restart and now it's it's a again editable for me and and yeah I can I can I can do this again so so there is there's always an option to rerun a certain things one once it is done or I can you know Market skipped as well so you can you can you can complete a certain task task you can skip a certain task and those all statuses are noted with the you know whatever activity we are doing and um on the on the categories on each task level that status is also visible so this way you know administrators can go through each and every step they can learn and understand what is part of a certain guided setup and what they are expected to do as part of uh that guided setup okay so let's close this if I close this I come back to the uh category page and I can exit this guided set up any point in time but I'll keep uh whatever I've done saved so right now I've not completed it so it's still in progress and you know whenever I come back I can just go and click on it and presume the work excellent excellent so yeah so this is this is you know John this is you know how the Builder experience and player experience works and what I was talking about uh you know the standard or or generic player experience or consistent player experience so this is the kind of experience player experience that every time a guided setup is created this is the experience that everybody will get uh out of the box no coding needed for it but but at all if if if you want to embed this guided setup in one of your experiences you can very well do that as well great great we have a couple question so MDMA asks um if you would create a guidance setup for users on quote unquote how to design a simple report in in service now and place it in a knowledge article would that be a use case for guided setup or would that be a use case for a if you wanted to give like a a how-to on on how to do something specific in the product sure so so guided setup is used not just to create certain things or configure certain things but it can also be used to educate administrators on certain best practices so if if if if it's a task which is to be done in system then you can invoke those screens inside of the guided setup if it is an instructions instructional task that you want to give then you can embed external resources into it or or you know write all of those actions inside of the guided setup as well excellent excellent we have another question um in this guid is this guided uh setup use to implement uh service operations workspace if you only want to customize what is already there out of the box or would you have any way after turning on the system property plugins to implement s soob so I'm not exactly uh not exactly sure what that question is asking so I I'll just I'll just give a you know generic response maybe it'll it'll suffice the question so the the example that I showed for service operation workspace that's a that's a you know uh itm released uh s so um guided setup uh I hope this works for the all the outof the Box experiences that they ship how to utilize it in the right way and what you need to do in in order to start using it uh to the best of the potential that is what is covered in it this this uh guided setup have you you know just in case somebody wants to do something on top of it do something additional on top of you know what's available in the S so workspace add certain new things to it then you know um application developers can go ahead and you know uh create a separate guided setup for it which users can go through and yes I think uh we have one last question and we can move on to the next section I think this might be a nice segue uh someone asked whether or not um you would use guided tours for KV article if you wanted it like a KV article on how to create a report would it be more appropriate to use guided tours or guided setup so uh if if I assume your trying to create KB articles and reports in the system if you want to create KB articles and reports in the system you can use guided tools to help users navigate and create uh those KB articles and give them on how to on how to do it uh that's perfectly fine uh guided setup is where you know you want to implement something and give guidance on how to implement a certain product or configure a certain product in the most quickest way excellent thank you all right uh so let's uh let's just quickly look at uh use case recommendations so we've we've already talked about it so I'll just quickly skim through it so guided setups you can use uh or you can create if you want to give um experience of app or system setup to the administrators uh this is where administrators can go and quick do the setup for an application or system you want to give administrators an onboarding on you know how to do something so if if somebody's totally new to the ecosystem they've got no clue on what to do how to do you know guided setup is the place to go you go there it will not just give you the right flow but also give you right set of instructions on what to do how to do when to do and what is the right way to do certain things so so this is an excellent way to give uh best practices for your independ products to your administrators and in general you know you can also use guided setups uh during the setup journey to onboard administrators on how to use certain things from the administrative purpose when they are doing something you can educate them on the future use cases how to come in future and update something and so on okay so so this this was about guided setup which focused more on the administrator use cases and the complex uh configurational and setup use cases now once once setup is done and implementation is done the the next biggest hiccup with the businesses is usually uh the onboarding or training of the users and getting them on apologies my apologies interupt you we've got a little poll uh that we were about to launch um so if everyone could uh a couple a couple simple questions and so if everyone could just answer those questions uh about uh it set up before we move on the first one is is have you ever used a guided setup and we have answers coming in we'll we'll let this go for 30 or so seconds here yeah so you can you can keep preparing for if you'd like you can keep preparing for the next session and we'll we'll take this poll question is uh is have you ever ever created [Music] one okay thank you m so John John should I continue with the with the session yes please yes pleas I just want to let everyone know that we were running that poll so sure sure all right so next let's let's uh talk about guided tools so guided tools is a typical application to onboard users onto a certain functionality within service now it could be um you know platform functionality it could be a application feature uh on um you know uh how to do certain things so it essentially provides a stepbystep handholding to users where you can take users through you know independent um granular steps uh through the with the usage of uh various you know steps inside of a tour so that they can complete a certain flow and uh learn from their own experience of completing that flow you can typically relate it if you haven't used it or seen it in the past guided tools you can relate it to the typical experiences that uh you know you get when you install a new mo mobile application in your cell phone these days and it just tells you go here to review your profile click here to uh look for you know um the new mails that youve received and so on so this is this is similar to that so that users understand where do they go to do certain things and how do they proceed to uh do a certain transaction in the system now when we talk about guided um when we talk about guided tools there are there are a bunch of uh things available around guided tool so one of the key things is it comes with its own designer experience Now application development teams can create guided tools for their applications and roll it out with their application releases so that whenever a customer or customer teams start using those applications uh these tools are available out of the box and can be utilized to quickly onboard users onto it not just that administrators can also build these guided tools for their end users based on what sort of changes they have made what places uh they are implementing what places they find most complex their users find most complex based on all of that information administrators can also go ahead and create the guided tools for the end users so it comes with own its own designer experience which is which is fairly simple we'll go through the designer experience in a while in a demo you can give a stepbystep navigational instructions to users using these guided tools there are a bunch of controls available so it could be a manually launched guided tour it could be Auto launch guided tool you mean it just comes up whenever somebody uh drops in on a screen for the first time or you can just go ahead and disable you know tools as well so if you don't want tools you you have that control you can disable the entire tools it has a support across the whole ecosystem so it is supported on the classic UI it is supported on the service portals and it is also supported on the work spaces it comes with its own Telemetry so whatever tools are being used they are they are being captured as part of the Telemetry and can be utilized to understand how the usage of the tools is across the customer and across the end users in the in the ecosystem now now we've talked about you know on on a broader level what tools can do what tools uh come with as a feature let's quickly jump into you know how you can create tools and uh execute tools and uh service now so here's an in instance uh let's uh go through it so you go to all search for guided tour so you get an option to go to guided tool so this is uh the list uh screen where you see all the guided tools which is created in a particular in in uh instance uh you can go and click on any of the tour to see details of the tour let's let's see what this is this is evam guided tour uh at any point in time you can go and edit a existing tour with the designer or see what all you know steps and what all instructions are added to a particular tour step okay now let's let's go back and let's let's uh try to create a new tour so I'll go to new click on new okay this is where I can I can give details of my tour so I can give name of my tour so I can say uh create a new incident what is the type of the tour so I think workspaces is the latest edition so I'll just choose workspace now you can you can uh paste the URL of the page on which you want to create tool or you can select the tool the page as well from this from this list uh so you can search uh I search for S so and all the all the pages for S so came in here and um I can choose it from it uh but if you have the URL you can go ahead and select paste URL and just paste the URL right here so I've just pasted the URL you can also associate tools with certain roles uh for now we'll just keep it to all so this is this is the typical designer window so on the right hand side you see the the the designer interface um and and on the on the the whole screen it it just uh loads the um the page uh for which we provided the URL which which happens to be the starting page of the of the guided tour where the tour will start so creating a tour is pretty uh simple uh you know it consists of introdu uh a series of steps that user needs to follow and a conclusion so I can go ahead and create an introduction for the tool um let's say the introduction is to to create a new incident and I can just give a text so as you can see you know while I'm typing I can also see how it is going to look like on the screen the kind of interface I'm going to see when it goes live so there there is a preview right at this point in time so I can give this description I can save I have an introduction ready so now there are I have an option to drag this call out so I can drag these call outs on specific element elements within the page and I can choose what happens when somebody interacts with this uh with this call out so right now I've put this call out on this list icon and I'm choosing that um I want to trigger Next Step the moment somebody clicks on this icon of you know on this element on the page and then I can also choose where the call out is to appear so I'll choose right hand side of it and then put a text that I want as a instruction to be given to end users so I say click here to open the list and save so now my first step is created now if you see I've moved to a different page Al together but the tour is still there so I can continue the tour across different pages so I've put the call out another step and I I can just go ahead and choose what positioning sounds right for the call out to appear and I can choose Okay click here to open the list of all incidents I can save it I can click on it and now you know out on Independent elements or the entire area as well so for example here I'm just going to put it on this text and say okay this this I'm I'm going to talk about this whole screen so this list displays all the incidents which are present in the system okay and then I'll I'll I'll I'll keep the action as you know trigger next step on the next button so when somebody reads it they can click on the next button and uh they can be navigated to the next step in the in the tool flow so I'll click save and then let's take users to new incident creation so I'll put one call out on the new button so if you can see you know you can place call outs on mult variety of items it could be buttons it could be entire form it could be textual in um textual uh information available again I'm putting it on click so I don't have to click on next button when somebody clicks on this and I'm I'm navigating this tool through three different screens so so this tool should continue and take users through this entire flow right from the home screen of s so to the incident Creations so I'm just going to put this call out on this entire page and just give an overall over overarching instruction here okay fill this form with your incident with right information so so what I'm essentially doing I'm just I'm just creating tool with different kind of elements so you can see that you know you can choose from the elements and when you are putting the call out when you're taking the call out it it just highlights the elements that you can choose on the screen so it becomes easier to to understand what what all I can select so right now you know it just gets highlighted and click here to create a new incident and I can I can save it so I've just created the tool and now I'm just going to create a conclusion for the tool so so once the tour is completed what sort of message I want to give to uh the end users so I'll just say you've just learned how to create a new incident in s so and I hit save and you as you see you know I'm also seeing uh the uh preview of you know what I've done so I can take a preview of the entire tour anytime or you know go ahead and publish this tool in this case I'm just going to go ahead and publish the tool so it says that the tool is published now let's let's go ahead and you know try to review this tour how how this is going to look like so I'm just going to close the designer window and now I'm going to go to guided tools to see the tool that we' have just created so it's the first stud you know create a new incident it says the tool is published and the context is s so home which is what we selected so I'm on the S so workspace and on the S so workspace if I go to help center you know I I get the option toart Tool uh so so uh in the in the previous uh you know when we started I talked about various controls and tools so one of them was manual control so this is the example of manual control where users can go go to help center and look for tools that are available for that page and start the tool so I've started the tool it says the current toour is create a new incident and I'm I'm going to run this tool so let's begin this tour it gives me the introduction to the toour that we add I'm beginning the tool okay it tells me I have to click here so even if the the item is on the top you see the the the call out just stays with the right item so I can click on all and I click next and then it tells me okay this list displays all the incident So and I've got you know instructional information on what this page is about I need to click on new so if I click on new so this is this is a event where I don't have next but Buton so with the button click I move to the next step it tells me about the form and it tells me that if I click here the incident will be saved and this gives me the the uh conclusion of the tool so what we've just seen is uh I've we've created a tour on itm so to create a new incident and with the help of uh this tool we saw how users can be onboarded onto creating a new incident or for that matter any sort of transaction or activity within service now can be performed that's gorgeous man and I happen to know some of the technical challenges it took to get um to get this into next experience right um so I'm really really impressed and it's so slick how you can just kind of edit it in place this in a previous life I built I used to build these for mobile apps and websites and uh it was it was a lot of work so this is really really slick so one question that came in though is do you use the same tool to build tours for like for portals and for nonc I mean non NEX experience such as such as the employee service center um can you use the same tool to create tours for for a portal like that so so across the uh I I'll give a an answer which would suffice a lot of questions around where it is supported so everywhere across the service now platform ecosystem whether it is classic Pages whether it is workspaces or the service portal these are the three places where guided tools are supported anything beyond that you know guided tools is not supported excellent excellent and uh another question um kind of related to building these is is can you customize them an example was can you change the color of a button or that type of thing so so right now it's it's not customizable the this this is something you might see in future coming up with the with the different kind of themes that you have but right now the the call outs and buttons are not customizable very good thank you and then the last question is um um I know that uh I can be prompted for a guided tour and once I take it it won't ask me again is that tracked in a way that you could you could kind of monitor to see how many people were were were were following and using them yeah so so we we we track you know uh how many time times a particular tour was run how many uh runs of it happened for a particular customer particular instance you know in in in a particular you know time frame or so and cany tell also how many can you also tell the specific users that did follow the tour so uh we we don't uh track at at a specific user level yet uh it's it's it's more at an instance level uh in terms of what is the overall usage of tour you know how how many you know runs of tour this tour was performed on a particular incid that instance very very good thank you okay so so we're so M we're gonna run another poll somewhere to the last one so we'll go ah and start that now sure as you and absolutely your presentation but while you do that we'll let we'll let the folks answer answer the poll and we're going to ask how you know how many of you have have used these personally and how many of you have have created them before all right so so while the dude is uh the poll is running uh I think we can talk about the recommendations on when to use guided tools uh so guided tools is an excellent tool for user onboarding to to teach uh end users or train end users on uh how to use something how to do a certain thing in in in a in an application product or the platform so gu us on onboarding Remains the number one uh you know uh use case for guided Tools in addition to User onboarding it's it's also helpful in the in the times of generic guidance so I'm I'm I'm trained I'm onboarded I'm doing something after six months I forgot probably forgot you know how to do it I can run it anytime I can just invoke the tour any point in time from help center and this again just refreshes me on you know how to do something uh this this this also comes with a thing that you know as As you move ahead you roll out new versions of your applications or you know you make change to the applications that you have admins make changes uh to certain pages admins makes changes to certain uh you know uh processes uh tools becomes absolutely fantastic uh you know tool to uh onboard or train users or even let them know about you know what changes they have they've come up with so that um you know all the users are up to date with the changes they know uh how to navigate the new changes that you've just just launched and in general you know how to use service now if you want to train your entire um you know uh user base on how to use service now as a system what to ex expect what not to expect how to do certain things that's that's where you know guided tools comes into picture so it's it's a it's a tremendous tool for um onboarding and giving the right guidance at at different phases of uh you know uh product adoption than all right so so this is this was uh about the demonstration around guided setup and guided tours uh John I'm happy to answer uh any further questions that we may have yeah we still have a couple more questions um in que um one of them is um the first one is uh from Eric Nelson thank you for for asking uh are there any hands coming to guided tours to make them easier to edit things like moving a call out rather than than having to replace it uh that's a that's an interesting part um um we haven't um heard a lot about you know the need for it but that's an interesting thought it's it's not there in the road map yet but uh certainly something which we can you know uh further talk about excellent and another question is um um do we uh would would an administrator or author of one of of these uh uh tours have to update them when the pages or apps go through upgrades so it depends you know if if uh the page or or the elements on which tour is created they they are unchanged then um tools do not need uh you know any sort of updates but if at all the elements on which the tools were tool was created for example you know we took the example of uh creating an incident and if at all the new button for creating an incident is gone so in that case you would have to go and update the tool to reflect the right elements on which it it needs to be pointed so it depends you know you you um owners might have to do some sort of maintenance for it uh only for the areas which which sees some uh changes coming in in terms of elements and uh which uh how do you find the how do you find um so Roberto you've got a question if you'd like to you can come off and mute and ask it but she's asking where to find the use of guided tours and is that does that mean if you are interested in taking a guided tour or you looking and asking where to find uh uh they guided tour creation tool um where would you where where would you I guess we can answer both where where would you find it if you want to go run I I'll answer both of them actually you know so if you want to create guided tools uh you go to menu and search for guided tools you you'll get the guided tools menu item you go there and you'll get an option to create a guided tool just uh just the the way we we showed in in in the demonstration right back if you want to use guided tools or run guided tools uh there are there are two ways in which uh users can access guided tool one is guided tools are always available if if a guided tool is present for a certain page you can go to the question mark on the top right which is help center click on it and at the bottom you'll see a button which says take a tour when you click on take a tour you'll see all the list of all the tours which are available on that page and you can take any of the any of the tour another way to take tour is if the tour is auto launch you know if if while building the tour the tour um administrator has created the tour as an auto launch in that case the moment you land on the page the tour should uh invoke itself and just just pop up I hope this this answers the question yep excellent yep excellent thank you um and what rol do you need to create to guide tours so this this needs a administrator role U the the details on you know roles and you know how uh uh what roles are required to create tools or to for guided setup and all it's it's the a detailed documentation is also available on our docs website um which which uh definitely can be referred yes and um so um um when when this is in here in the next couple days this uh meeting will be uh will be published onto the um onto the academy site where you registered for this um so you can go back there to see the recording of this as well as um the video will have links um to you know to documentation and important links uh that you'll be able to find after it's been published so come back in a couple days the to the um to the academy site and and you'll be able to find the recording in the links there so another question we had um another question we had was like someone asked if there was a with a concept of a back button uh yeah uh the we do not support back button as of now because user is moving through multiple pages and there are also certain actions which are not revokable you know you you've taken certain action and then landed somewhere and that action no more exists so we don't have back button as of now that's it's an interesting ask um or interesting comment um which I think we can uh talk in detail further but yeah right now we don't have it thank you and I think I'll take another question it says does it allow for Integrations with the Oracle of workday so guided tools work uh inside the service now ecosystem it doesn't work outside of the service now ecosystem thank you um and then one last question Roberto is asking where where do you find the uh the statistics on uh on on how many times the the tours been used well there is there's something called as guided to dashboard which is a store application which is available to be to be downloaded um uh customers can make use of uh that application to see you know how guided tools is being used by the end users excellent excellent well thank you m very very uh very interesting I'm I'm really impressed like I said I've uh just the ease at which you were able to go in there and create these tours I was just really impressed and I said I I know some of the technical challenges getting that integrated in the next experience um but it looks great good job and um hopefully our customers can use this uh to help make the lives easier for their customers absolutely thank you thank you John for having me here it was uh wonderful to be here and to be able to share all of these things uh with our partners and customers being on the on this call great thank you everybody thank you everybody