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Guided tours

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Guided tours

Use the Guided Tour Designer to create tours that demonstrate to users how to use a feature. For example, an administrator can create a task demo with callouts to demonstrate how to perform the task.

See the Guided Tour Designer release notes.

Guided tours help train and onboard users within the ServiceNow user interface (UI). Each tour contains a series of interactive steps that help users complete online tasks within their browser window. Administrators can create tours for ServiceNow applications, service portals, and custom applications. For example, you can create a tour to represent a training model for specific policies and processes, such as creating a new incident or reviewing change requests.

Guided tours use a series of steps that may span multiple pages. You can create purely informational steps that users read through and acknowledge, which result in no change to the ServiceNow instance. Alternatively, you can provide users with an interactive experience where they click through and actively work with the application at hand. For example, an “Introduction to Incidents” tour may simply show them the key features of the Incidents table, while a “Create your first incident” tour may actually walk them through creating a real incident, which results in a new record in the Incidents list.

Note: The Guided Tour Designer is only available in UI16. The designer is not compatible with UI15. For more information, see Activate UI16.

Several guided tours are provided in the base system for particular applications, for example, Performance Analytics.As an administrator, you can edit existing tours or create new tours. You can also assign one or more roles to a tour to control access.

The guided tours feature uses these two plugins: Guided Tour (com.glide.guided_tours) and Guided Tour Designer (com.glide.sn_tourbuilder).

Navigating to guided tours

Guided tours run on two types of UI: Standard and Service Portal. Tours launch differently when accessed based on each tour type as follows.
Standard Forms and Lists UI:

Users access a guided tour by navigating to a page that has one. If they have one or more of the roles that the tour is targeted to, they can click the Blue Toggle Help sidebar indicates tours are available icon so the GTD panel opens to show the Take a Tour button. If more than one tour is available to a user on a page, the Select Tour choice list appears so they can select which tour to launch.

Show the user the Select a Tour choice list.
Service Portal UI:
Users access a guided tour by navigating to a page that has one. When a user accesses a Service Portal page that has a guided tour on it, no GTD panel is present. Instead, the Show users how to launch a Service Portal tour menu item appears on the banner indicating a tour is available. If a guided tour is available on a page on the service portal, a color indicator appears to the right of the Tours menu. When the user clicks Tours, all available tours for the page appear.
If a page has no Service Portal Header Menu, the Tours menu item is not accessible to the user. In this case, the tour is accessible to users only via auto-launch. See Configure auto-launch for guided tours.
When you add at least one role to a tour, it limits the audience to those users who have that role. For more Service Portal guided tour information, see Activate guided tours.

Guided Tour Designer support

The Guided Tour Designer (GTD) supports most of the standard platform UI areas and their content, such as lists, forms, and the elements they reference. It also supports Service Portal pages, including those that have custom UI elements.

The GTD does not currently support the following areas.

Standard Forms and Lists UI:
  • Visual Task Boards
  • Flow Designer
  • PA Dashboards
  • Service Catalog
  • Popup windows
  • Connect Chat and Embedded Help on the GTD sliding panel
  • Select2 elements
  • SVG elements
  • Custom Tags
  • Standard UI pages that have custom UI elements
Service Portal:
  • Service Portal pages that contain IFRAMES
  • The Service Portal Branding Editor, which also contains IFRAMES
  • Custom Tags
  • SVG elements

Guided tour example and outline

Guided tours are composed of the following components that function as building blocks for the tours that you create.

Table 1. Guided tour components
Component Description
Introduction Shows an introductory message to your users.
Step A discrete component of a guided tour that implies an order. A step can provide a definition, an instruction, or both.
Callout Shows the definition and instruction about the current step in the tour. The callout includes the instruction to proceed to the next step. It points to the element that the instruction describes.
Element The objects that the tour points to, such as a record in the database, or a widget on a page. Elements require formatting so that the tour can link to them.
Trigger Moves the tour to the next step. Triggers include pressing the Enter key, clicking or right-clicking a UI element, or clicking a Next button in the callout.
Conclusion Shows a closing message to your users at the end of the guided tour.

Guided tours require careful planning before entering the tour into the instance. You can create an outline and include any assumptions to guide you when you create the guided tour. List each step, callout, and trigger.

Table 2. Sample guided tour outline: Set a vacation delegate
Step Callout Trigger
This tour assumes that the user has navigated to User Administration > Delegates. The UI page is
Open the Delegate form to enter a new record.
  • Points to the New button in the Delegates list view.
  • Text: Click New to set up a delegate who receives your notifications while you are on vacation.
Click the element: New button
Describe the User field.
  • Points to the User field.
  • Text: Your name defaults as the user who wants to delegate to another user. If you are setting up a delegate for someone else, you can select a different user.
Next button
Select the delegate
  • Points to the Delegate field.
  • Text: You specify who you want to delegate to. Type the user's name, and select it when it appears.
Next button
Set the start date
  • Points to the Starts field.
  • Text: Enter the date and time to start forwarding notifications. Click away from the field to proceed.
Change the Value: Starts field
Set the end date
  • Points to the Ends field.
  • Text: Select the date and time to stop forwarding notifications. Click away from the field to proceed.
Change the Value: Ends field
Describe the delegate options
  • Points up from below the Meeting invitations field.
  • Text: If you do not want these notifications forwarded to your delegate, you can clear any of these fields.
Next button
Submit the delegate record
  • Points to the Submit button
  • Text: Click Submit to add the delegate.
Click the element: Submit button