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Table of contents
  • Extend Now Platform capabilities
    • Configuration Management Database (CMDB)
      • Manage the CMDB
        • Configuration Management and the CMDB
        • Domain separation and Configuration Management Database (CMDB)
        • CMDB classifications and class dependency
          • Dependent CIs management
          • CMDB record types
          • Related Lists of CI components
            • Teams related list
          • Create a CI class
          • Reclassify a CI
          • Delete CIs
          • View and edit class definitions and metadata
          • Update the list of classes in the Principal Class filter
        • CI relationships in the CMDB
          • Suggested class relationships
          • Add a suggested relationship
          • Relationship governance rules
          • CI relations formatter
            • Domain separation and the relations formatter and the CI relationship editor
            • Create or edit a relationship filter
            • Exclude relationships from the relations formatter view
            • Legacy CI relations formatter
          • CI relationship editor
            • Create or edit a CI relationship
            • Delete a CI relationship
            • Legacy CI relationship builder
          • Relation qualifier
          • CI relationship security
          • Create a CI relation rollup
        • CMDB schema model
          • CMDB tables descriptions
          • Configuration Item [cmdb_ci] class
          • Hardware [cmdb_ci_hardware] class
          • Computer [cmdb_ci_computer] class
          • Server [cmdb_ci_server] class
          • VMware vCenter Object [cmdb_ci_vcenter_object] class
          • Cloud class
        • CMDB CI Class Models store app
          • API extension classes
            • Unmatched API extension classes
          • Avi load balancer extension classes
          • BYOL model of RDS for Oracle extension classes
          • Firewall extension classes
          • IBM Hardware Management Console (HMC) extension classes
          • Internet of Things (IoT) extension classes
          • Kong extension classes
          • Kubernetes extension classes
          • Network Intrusion Detection System (NIDS) CI extension class
          • Network Inventory (NI) extension classes
          • Nutanix extension classes
          • OpenStack extension classes
          • Operational Technology (OT) extension classes
          • Red Hat Virtualization (RHV) extension classes
          • Transport Layer Security (TLS) extension classes
          • VMware NSX load balancer extension classes
          • Extend classes and rules
        • Baseline CMDB
        • CMDB Workspace (5.0.5) store app
          • My Work view in CMDB Workspace
          • CMDB 360 view in CMDB Workspace
          • Management view in CMDB Workspace
          • Insights view in CMDB Workspace
          • Modify important actions in CMDB Workspace
          • Add a quick link to the CMDB Workspace
          • Configure datacenters for the Cloud vs Non-cloud resources chart
          • Resume a disabled scheduled job for the Cloud vs Non-cloud resources chart
          • Configure CI classes for the Cloud vs Non-cloud resources chart
          • Class-specific criteria for the Cloud vs Non-cloud resources chart
          • Edit a related table from CMDB performance insights
          • Edit a data source from CMDB performance insights
          • Edit a scheduled data import from CMDB performance insights
          • Components installed with CMDB Workspace
        • CMDB Identification and Reconciliation
          • Domain separation and CMDB Identification and Reconciliation
          • Components and process of Identification and Reconciliation
            • Identification and Reconciliation engine (IRE)
          • Apply CI Identification and Reconciliation to Import Sets
          • Identification rules
            • Create or edit a CI identification rule
            • Create an identification inclusion rule
          • Reconciliation rules
            • Create a CI reconciliation rule
            • Create a data refresh rule
          • Create an IRE data source rule
          • Detecting duplicate CIs
          • Generate and simulate payload execution using identification simulation
          • CI reclassification during IRE processing
          • CMDB-dependent relationship rules
            • Create dependent relationship rules
          • IRE support for non-CMDB tables
            • Create an identification rule for a non-CMDB table
            • Create a reconciliation rule for a non-CMDB table
            • Create a data refresh rule for a non-CMDB table
            • Create an identification inclusion rule for a non-CMDB table
            • Create an IRE data source rule for non-CMDB tables
          • Effective usage of CMDB Identification
          • Properties for Identification and Reconciliation
          • Components installed with Identification and Reconciliation
        • Populating the CMDB
        • CMDB 360/Multisource CMDB
          • CMDB 360 experience in CMDB Workspace
            • Configure the CMDB 360 dashboard
            • Create a CMDB 360 Get Records query
            • Create a CMDB 360 Find Gap query
            • Create a CMDB 360 Compare Attribute Values query
            • Schedule a CMDB 360 query for a report
          • Exclude classes from CMDB 360
          • Recompute CI attribute values
          • Multisource Report Builder (legacy)
          • Components related to CMDB 360
        • CMDB data management
          • Working with CMDB Data Manager
          • CMDB Data Manager experience in CMDB Workspace
            • Administer Data Manager in CMDB Workspace
              • Get started with CMDB Data Manager in CMDB Workspace
              • Manage retirement definitions for CMDB Data Manager
              • Manage exclusion lists for CMDB Data Manager in CMDB Workspace
              • Create a CMDB Data Manager policy in CMDB Workspace
              • View CMDB Data Manager policies in CMDB Workspace
              • View CMDB Data Manager analytics in CMDB Workspace
            • Review CMDB Data Manager tasks in CMDB Workspace
          • CMDB Data Manager on Core UI (UI 16)
            • Create a CMDB Data Manager policy
            • Approve or reject a CMDB Data Manager task
            • Edit and activate a life-cycle rule (Core UI)
            • Manage exclusion lists of CMDB Data Manager
          • Life-cycle rules and retirement definitions
          • Components related to CMDB Data Manager
          • Remediate duplicate CIs
            • CI de-duplication experience in CMDB Workspace
              • Create a de-duplication template
              • Run a template to remediate de-duplication tasks
              • Remediate a single task
              • Publish or unpublish a de-duplication template
              • Retire a template
            • Review de-duplication tasks (legacy)
            • Remediate a de-duplication task (legacy)
            • Manually create a de-duplication task
            • Manage default related items list
            • Properties for duplicate CIs
            • Components installed for duplicate CI remediation
          • Attesting CIs
            • Review CMDB Data Manager Attestation tasks
        • CMDB groups
        • CMDB Compliance
          • Compliance Activation
          • Installed with Compliance
          • Compliance Overview module
          • Architecture Compliance
            • Architecture Compliance Overview module
          • Desired State
            • Desired State Overview module
            • Desired State reporting
          • Certification audits
            • Create a compliance audit
            • Copy an audit
            • Schedule and run an audit
            • Certification audit results
              • View an audit result
              • Delete an audit result
              • View an audit result in the Compliance view
            • Results preview
            • Health windows
          • Certification filters
            • Compliance filter
            • Create a filter
            • Copy a filter
            • Delete a filter
            • Manage a filter version in a form
          • Certification follow-on tasks
          • Certification templates
            • Create or edit a certification template
            • Clone a Certification template
            • Manage Certification template versions
            • Delete a Certification template
          • Scripted audits
            • Create a scripted audit
            • Script methods
        • Managing proposed changes
        • Intelligent Search for CMDB
        • Unified Map
          • Administer Unified Map
            • Configure operational state of CIs
            • Configure related items
            • Configure extended properties for a class
            • Configure map references
            • Configure class profiles
          • Show a CI in a map
          • Show CI related items events on a timeline
          • Configure map filters
          • Manage filter presets
          • Show attributes for a CI or a relationship in a map
          • Show application services for a CI in a map
          • Show changes for a CI in a map
          • Show related items for a CI in a map
          • Configure options for the Related items module
        • Dependency Views
          • Supported browsers for Dependency Views
          • Domain separation and Dependency Views
          • Dependency Views map
          • Dependency Views map menus and controls
          • Cluster nodes in a Dependency Views map
          • Virtual grouping of nodes in a Dependency Views map
          • Use Dependency Views
            • View a Dependency Views map
            • Save or load a Dependency Views map
            • Delete a saved Dependency Views map view
            • Change the layout of Dependency Views map
            • Filter the view of a Dependency Views map
            • View metrics for CIs in a Dependency Views map
            • Perform actions on nodes in a Dependency Views map
            • Export a Dependency Views map
            • View collapsed nodes in a Dependency Views map
          • Administer Dependency Views
            • Create or modify map indicators
            • Create or modify map icons
            • Create a predefined filter
            • Set a predefined filter as default
            • Create or modify Map Related Items
            • Create or modify Dependency Views menu actions
            • Condition and script parameters for menu actions
            • Create or edit a dependency type
          • Properties for Dependency Views
          • Components installed with Dependency Views
        • Querying the CMDB
          • Domain separation and CMDB Query Builder
          • Build a CMDB query using the CMDB Query Builder
          • Build a Service Mapping query using the CMDB Query Builder
          • Sample queries
          • Run a partial CMDB query
          • Delete a CMDB query
          • Batch size for CMDB Query Builder queries
          • Navigation in CMDB Query Builder
          • Create reports in CMDB Query Builder
          • Search saved queries
          • Create a schedule for a CMDB query
          • Export and import a CMDB query
            • Export and import a query as an update set
          • Settings for CMDB Query Builder
          • Properties for CMDB Query Builder
        • Monitor system foundations in the CSDM and the CMDB Data Foundations Dashboards
          • CMDB Data Foundations dashboard
          • CSDM Data Foundations dashboard
        • CMDB Health
          • Domain separation in CMDB Health
          • Setup and configure CMDB Health
            • CMDB Health system properties
            • Enable and configure a CMDB Health Dashboard job
            • Configure CMDB Health scorecard thresholds
            • Configure CMDB groups scorecard thresholds
            • Configure KPI and metrics aggregation preferences
            • Set a CI attribute to be mandatory
            • Set a CI field to be recommended
            • Create or edit a CMDB Health orphan rule
            • Create or edit a CMDB Health staleness rule
            • Create health inclusion rule
          • CMDB Health KPIs and metrics
          • CMDB Health dashboards
          • View CMDB health reports
          • View services health reports
          • View CMDB groups health reports
          • View CI health
            • Customize the CI dashboard
          • View CI relationships health
          • Create CMDB remediation rule
            • Apply CMDB remediation
          • Components installed with CMDB Health
          • CMDB Health process tracking
            • CMDB Health process status: failure threshold reached
            • CMDB Health process status: incomplete score
        • CI Class Manager
        • CMDB CI Lifecycle Management (legacy)
          • Get started with CI Lifecycle Management
          • Lifecycle management APIs
          • Components installed by CI Lifecycle Management
          • Activate the CI Lifecycle Management scheduled job
          • Define a CI action
          • Define compatible CI actions
          • Define a not-allowed CI action
          • Set priority for an operational state
          • Define a non-allowed operational transition
        • View CMDB benchmarks
        • CMDB APIs (CMDB SDK)
        • Quick start tests for Configuration Management Database (CMDB)
        • Useful related lists in CI forms
        • Enterprise CMDB
          • CMDB Relationships
          • Enterprise Configuration Management Database (ECMDB) action icons
          • Service tables
        • Table form views
        • Platform Analytics Solution for Configuration Management (CMDB)
      • Common Service Data Model
        • Exploring the CSDM framework
          • Common Service Data Model — conceptual model
            • Foundation domain of the CSDM framework
            • Design domain of the CSDM framework
            • Build domain of the CSDM framework
            • Manage Technical Services domain of the CSDM framework
            • Sell/Consume domain of the CSDM framework
            • Manage Portfolio domain of the CSDM framework
        • Implementing the CSDM framework in stages
          • Configure the CSDM Data Foundations dashboard
          • First activation step — Map existing life cycle data to CSDM standards
          • Second activation step — Activate the CSDM plugin
          • Third activation step — Migrate existing data to the CSDM framework
            • CSDM migration tools
          • CSDM implementation stages — Foundation
          • CSDM implementation stages — Crawl
          • CSDM implementation stages — Walk
          • CSDM implementation stages — Run
          • CSDM implementation stages — Fly
          • Auto-generate product models for logical CIs
        • Managing the CSDM framework
          • CSDM Data Foundations dashboard
          • Specifying attributes and relationships for Application Services
          • Monitoring and managing application services
          • Synchronizing group assignment attributes
            • Set the group for a CI or an entire class of CIs
            • Synchronize data using a technical service offering
        • Applying the CSDM guidelines to your product
          • Application Portfolio Management product view
            • Application Portfolio Management and CSDM tables
            • Application Portfolio Management use case
            • Application Portfolio Management considerations
          • Business Continuity Management product view
            • Business Continuity Management and CSDM tables
            • Business Continuity Management use case
            • Business Continuity Management considerations
          • Change Management product view
            • Change Management and CSDM tables
            • Change Management use case
            • Change Management considerations
          • DevOps Config product view
            • DevOps Config and CSDM tables
            • DevOps Config use case
            • DevOps Config considerations
          • Incident Management product view
            • Incident Management and CSDM tables
            • Incident Management use case
            • Set up the Incident Management form
            • Incident Management considerations
          • Operational Technology product view
            • Operational Technology and CSDM tables
            • Operational Technology Manager use case
            • Operational Technology and CSDM elements
            • Operational Technology FAQ
          • ITOM Health product view
            • ITOM Health and CSDM tables
            • ITOM Health use case
            • ITOM Health considerations
          • Problem Management product view
            • Problem Management and CSDM tables
            • Problem Management use case
            • Problem Management considerations
          • Service Catalog product view
            • Service Catalog and CSDM tables
            • Service Catalog use case
            • Service Catalog considerations
        • CSDM reference
          • CSDM terms
          • CI relationships in the Common Service Data Model
          • How CSDM concepts map to CMDB tables
          • Document life cycle
          • Hardware life cycle
          • Location life cycle
          • Logical life cycle
          • Product life cycle
      • Application services
        • Create an application service
          • Populate application services using top-down discovery
          • Populate an application service using the Dynamic CI Group method
          • Populate application services using tags
          • Populate an application service using the Manual method
          • Populate an application service using the Dynamic Service method
        • Monitor the health of application services on the Application Service Dashboard
        • Modify the attributes and relationships required for application services
        • Convert business services to application services
        • Convert legacy manual services into dynamic application services
        • Manually add CIs to an application service
        • Manually update an application service with changes from the CMDB
        • Link application services
        • Group application services
        • Control user access to application services
        • View an application service map in base system
        • View CI attributes in an application service map classic Service Mapping
        • View the change history of application services in classic Service Mapping
        • Compare two versions of an application service in classic Service Mapping
        • Use application services APIs
        • Components installed with application services
      • Data Certification
        • Activate Data Certification
          • Installed With Data Certification
        • Certification schedules
        • Certification tasks
        • Certification elements
        • Certification instances
        • Certification audit instances
        • Certification audit definition
        • Data Certification Overview module
          • Use the Data Certification Overview module
        • Data Certification planning
          • Create a certification filter
          • Define a certification schedule
          • Preview a certification task
          • Use a certification schedule notification
          • Define and create a certification audit
          • Track a certification audit instance
        • Data certification performance
          • View and resolve certification tasks
          • Certify an element
            • View an audit result
          • Export the certification list
          • Reset certifications
          • Track a task with a certification instance
          • Cancel a certification instance
          • Track a certification task
          • Escalate a certification task
          • Escalate a certification task from the certification task list
        • Reassign a certification task
        • Send certification task reminders
          • Send an email reminder from the certification task form
          • Send an email reminder from the certification task list
        • Mark a certification task as closed incomplete
        • Certification tasks cancellation
          • Cancel an individual task
          • Cancel all tasks in an instance
        • Domain separation and Data Certification
      • Integrating third-party data into CMDB
        • Integration Commons for CMDB 2.16.0
          • CMDB Integrations Dashboard
          • Operation types
          • Template scripts
          • Configuring ADM adapter
          • Accessing connection details
          • Managing CMDB data deletion
          • Partition size computation
          • Quick start tests for Integration Commons for CMDB
        • IntegrationHub ETL (3.2)
          • Create an ETL transform map
          • Add before and after scripts
          • Duplicate an ETL transform map
        • Service Graph Connectors
          • About Service Graph Connectors
          • Service Graph Connector Support Tools
            • Install Service Graph Connector Support Tools
            • Resolving Service Graph Connector issues
          • Service Graph Connector for Active Directory (2.0.0)
            • Configure the connector
            • CMDB classes targeted
          • Service Graph Connector for AWS (2.8.1)
            • Configure the AWS environment
              • AWS resources used by the connector
              • Download the AWS scripts
              • Prerequisites for executing scripts
              • Executing scripts required for setting up AWS
            • Configure the connector
            • CMDB classes targeted
            • Quick start tests for Service Graph Connector for AWS
            • Accessing connection details
            • Additional features
              • Enable optimized deletion
              • Enable optimized data source performance
              • Handling import failures
              • Handling memory utilization errors
              • Set partition size for AWS accounts
            • Reference
              • Supported resource types
              • Life cycle management of AWS resources
              • Record removal process
          • Service Graph Connector for ExtraHop (2.0.3)
            • Configure the connector
            • CMDB classes targeted
          • Service Graph Connector for GCP (1.7.0)
            • Configure the connector
            • CMDB classes targeted
            • Handling import failures for large resources
            • Life cycle management of GCP resources
            • Record removal process
          • Service Graph Connector for Google Console (1.0.0)
            • Configure the connector
            • CMDB classes targeted
          • Service Graph Connector for Infoblox (1.2.0)
            • Configure the connector
            • CMDB classes targeted
            • Accessing connection details
          • Service Graph Connector for Jamf (2.13.0)
            • Configure the connector
            • CMDB classes targeted
            • Accessing connection details
          • Service Graph Connector for Microsoft Azure (1.10.0)
            • Configure the connector
            • CMDB classes targeted
            • Quick start tests
            • Accessing connection details
            • Additional features
              • Setting up multiple connections and workspaces
              • Configuring data synchronization
              • Enabling VM insights
            • Reference
              • Supported resource types
              • Life cycle management of Azure resources
              • Properties
          • Service Graph Connector for Microsoft Defender Endpoint (1.0.0)
            • Configure the connector
            • CMDB classes targeted
            • Properties
            • Accessing connection details
          • Service Graph Connector for Microsoft Intune (2.5.0)
            • Configure the connector
            • CMDB classes targeted
            • Accessing connection details
          • Service Graph Connector for Microsoft SCCM (3.6.0)
            • Configure the connector
            • CMDB classes targeted
            • Upgrade from the legacy plugin
            • Upgrade from an earlier version
            • Enable software editions
            • Accessing connection details
          • Service Graph Connector for Observability - AppDynamics (1.4.0)
            • Configure the connector
            • CMDB classes targeted
            • Accessing connection details
          • Service Graph Connector for Observability - Datadog (1.2.1)
            • Configure the connector
            • CMDB classes targeted
          • Service Graph Connector for Observability - Dynatrace (1.11.0)
            • Configure the connector
            • CMDB classes targeted
            • Set up push notifications
            • Properties
            • Accessing connection details
          • Service Graph Connector for Observability - New Relic (1.2.1)
            • Configure the connector
            • CMDB classes targeted
          • Service Graph Connector for OpenTelemetry (1.4.1)
            • Configure the connector
            • CMDB classes targeted
            • Properties
            • Linking inferred services
            • Accessing connection details
          • Service Graph Connector for Qualys (2.0.0)
            • Configure the connector
            • Service Graph Connector for Qualys APIs
            • CMDB classes targeted
          • Service Graph Connector for Rapid7 (2.0.0)
            • Configure the connector
            • CMDB classes targeted
          • Service Graph Connector for SentinelOne (2.0.0)
            • Configure the Service Graph Connector for SentinelOne
            • CMDB classes targeted
          • Service Graph Connector for SolarWinds (2.4.1)
            • Configure the connector
            • CMDB classes targeted
          • Service Graph Connector for Splunk (4.0.0)
            • Configure the Service Graph Connector for Splunk
            • Service Graph Connector for Splunk add-on
            • Install the add-on for the Service Graph Connector for Splunk
            • CMDB classes targeted in the Service Graph Connector for Splunk
          • Service Graph Connector for Tanium (1.7.0)
            • Configure the connector
            • CMDB classes targeted
            • Accessing connection details
          • Service Graph Connector for VMware Workspace ONE UEM 1.7.0
            • Configure the connector
            • CMDB classes targeted
            • Create multi-instance support
          • Service Graph Connector for Wiz (1.1.0)
            • Set up the Wiz environment
            • Configure the connector
            • Target tables
            • Properties
            • Supported Wiz types
            • Accessing connection details
    • Conversational Interfaces
      • Conversational Interfaces console
        • Exploring Conversational Interfaces console
          • Monitoring and managing Conversational Interfaces applications
          • Channels in Conversational Interfaces
            • Disable live agent support for a channel
            • Using asynchronous chat in messaging channels
              • Configure asynchronous chat for the web channel
        • Installing Conversational Interfaces components
        • Configuring Conversational Interfaces
          • Finding configuration settings from earlier releases in Conversational Interfaces console
          • General chat settings
            • Add your bot to a portal
            • Branding your chat client
              • Create a new user for a branded bot
              • Set up your Virtual Agent bot's branding
            • Enable message preview on the web client
            • Enable public access to the web client
            • Configure context variables for storing chat-related information
              • Live agent chat context variables
            • Change Virtual Agent and Agent Chat system messages
            • URL navigation in Conversational Interfaces
              • Configure URL navigation for chat links
              • Create a smart link preference
            • Create chat surveys
            • Define pre-chat survey configurations
            • Define post-chat survey configurations
            • Using pre-chat surveys with context variables for topic discovery
              • Define topic context intent configurations
          • Conversational Interfaces Guided Setup
        • Conversational Interfaces reference
          • Data management in Conversational Interfaces
            • Activate table cleaning for Virtual Agent tables
          • Interaction Insights table
      • Virtual Agent
        • Exploring Virtual Agent
          • Virtual Agent conversational interface options
          • Quick start for Virtual Agent
          • Example Asset Refresh Virtual Agent conversation with notifications
            • Create the Asset Refresh topic in Virtual Agent Designer
            • Create the Open Incident workflow in the Asset Refresh topic
            • Create the More Information workflow in the Asset Refresh topic
            • Create the notification for the Asset Refresh topic
            • Associate content with the Asset Refresh notification
          • Advantages of natural language models over keywords
          • LLM topic discovery in Virtual Agent
          • Natural Language Understanding (NLU) topic discovery in Virtual Agent
            • Dialog Acts for Virtual Agent
            • Implement NLU in Virtual Agent
          • Virtual Agent Lite
            • Quick start for Virtual Agent Lite
            • Preview and test ITSM Virtual Agent Lite topics
            • Duplicate and publish Virtual Agent Lite topics
          • Domain separation and Virtual Agent
            • Associate a domain ID with a chat portal
        • Configuring Virtual Agent
          • Activate Virtual Agent
            • Installed with Virtual Agent
              • Virtual Agent roles
            • Additional plugins for Virtual Agent
            • Pre-built Virtual Agent topics, topic blocks, and ServiceNow NLU models
          • Setting up chat experiences for Virtual Agent users
            • Working with setup topics
              • Change text in the Show me everything button
              • Change the Virtual Agent greeting messages in the Greeting setup topic
              • Hide or reveal the Show me everything button
            • Configure a Virtual Agent chat experience
            • Test chat experiences
          • Configuring the Portable Virtual Agent Web Client
            • Configure the Portable Virtual Agent web client
            • Add the Portable Virtual Agent chat widget to a third-party website
            • Embed the Virtual Agent web client in an external web page (legacy method)
          • Configure Virtual Agent for a ServiceNow mobile application
            • Now Mobile notification of unread chat and Virtual Agent messages
            • View and modify Virtual Agent style templates
          • Multiple active conversations for Virtual Agent
            • Set portal consumer context values for multiple active conversations
            • Set a default context value for multiple active conversations
            • Activate multiple active conversations in Virtual Agent
            • Route Virtual Agent notifications through multiple portals
          • Configuring Virtual Agent notifications
            • Create Virtual Agent notifications
            • Create additional recipients for Virtual Agent notifications
            • Define Virtual Agent notification contents
            • Configure a delivery channel for Virtual Agent notification
            • Define Virtual Agent notification actions
            • Define Virtual Agent link actions to notification content
            • Enable Virtual Agent notifications
          • Create cross-scope access privileges for topic blocks and custom controls
          • Configure Natural Language Understanding in Virtual Agent
            • Configure IBM Watson Assistant as the NLU provider for Virtual Agent
            • Configure Microsoft LUIS as the NLU provider for Virtual Agent
            • Configure Google Dialogflow ES as the NLU provider for Virtual Agent
              • Create a service account and private key in Google Dialogflow ES
              • Generate a Java Keystore (JKS) file and configure security on your ServiceNow instance
              • Activate the Google Dialogflow ES service and enable it in your instance
              • Test Virtual Agent with Google Dialogflow ES NLU in Virtual Agent Designer
            • Enhanced natural language handling of user inputs in NLU topic discovery
              • Configure enhanced natural language user input handling
          • Create or modify custom categories
        • Building and deploying Virtual Agent
          • Using Virtual Agent Topic Recommendations
            • Update Topic Recommendations
            • Quick start for Topic Recommendations
            • Configure analysis reports for Topic Recommendations
            • Run a Topic Recommendation analysis
            • Add recommended topics and intents to Virtual Agent
            • Link a topic recommendation to an existing Virtual Agent topic
            • Unlink a topic recommendation from a Virtual Agent topic
            • Hide a topic recommendation
            • Troubleshoot issues with Topic Recommendations
            • Topic Recommendations interface reference
              • Topic Recommendations settings
              • Topic Recommendations page
              • Topic Recommendations cards
          • Using Issue Auto Resolution
            • Configure and run an Issue Auto Resolution simulation
            • Issue Auto Resolution configuration settings
            • Issue Auto Resolution diagnostic chat
          • Getting started with Virtual Agent Designer
            • Designing a Virtual Agent topic
            • Create a Virtual Agent topic
              • NLU model mapping in Virtual Agent Designer
              • Topic mapping to a multilingual NLU model group
              • Modify NLU utterances and entities for a Virtual Agent topic
              • Add NLU to an existing keyword topic
              • Add nodeless NLU entities as input variables to a topic
              • Branch a Virtual Agent conversation with a Decision utility
              • Insert a header card in a Static Choice or Dynamic Choice control
              • Change the application scope in Virtual Agent Designer
              • Define script variables for a topic
              • Create a small talk topic
              • Control topic discovery and visibility
              • Use system-derived entities in a topic
            • Duplicate a Virtual Agent topic
            • Testing LLM topics
            • Testing NLU/Keyword topics
              • Train and test your NLU model in Virtual Agent Designer
              • Automated testing for Virtual Agent topics
                • Create an automated test in Virtual Agent Designer
                • Manage and run automated test cases in Virtual Agent Designer
                • Handle failures caused by dynamic inputs in user testing of Virtual Agent topics
            • Debug a Virtual Agent topic
              • Resolve Virtual Agent NLU topic discovery issues
              • NLU topic discovery logic in Virtual Agent
            • Publish a Virtual Agent topic
            • Delete a Virtual Agent topic
          • Exploring other Virtual Agent features
            • Deploying Virtual Agent topics in other channels
            • Using link unfurling in Virtual Agent
              • Configure link unfurling using the Hostname allow list table
            • Improving the user experience with AI Search
              • Create a custom AI Search experience for Virtual Agent conversations
              • Change the content displayed in AI Search results for Virtual Agent
            • Maximizing code reuse with topic blocks
              • Create a reusable topic block
              • Add a reusable topic block to a calling topic or topic block
              • Maintain reusable topic blocks
              • Virtual Agent platform topic blocks
              • Using geolocation in Virtual Agent
            • Customizing Virtual Agent with custom controls
              • Create a custom control definition
              • Create a Virtual Agent custom control
              • Add a custom control to a Virtual Agent topic or topic block
              • Custom input properties sheet
              • Secure custom input properties sheet
              • Custom output properties sheet
            • Integrating Virtual Agent with Flow Designer workflows
              • Add workflows to topics
              • Virtual Agent secure password inputs
              • Flow Designer scoped application requirements for secure inputs
              • Test the action workflow
              • Specify the action workflow timeout
          • Using Virtual Agent with a live agent
            • Transferring Virtual Agent conversations to a live agent
            • Closing Virtual Agent and Agent Chat conversations
          • Tracking deflections in Virtual Agent using the deflection topic block
            • Create deflection configurations and patterns
          • Using Virtual Agent API
            • Virtual Agent API features
            • Virtual Agent API features available in Store release 2.0.x
            • Virtual Agent API features available in Store release 3.0.x
            • Install the Virtual Agent API
            • Review the inbound REST endpoint and configure inbound authentication
            • Configure Message Authentication for inbound communication
            • Configure the output response REST endpoint and outbound authentication for the Virtual Agent API
            • Virtual Agent bot-to-bot integration
            • Closing idle bot-to-bot conversations
            • Configure multiple provider applications
            • Transform Virtual Agent API request and response
            • Enable Now Assist experience in Virtual Agent API
          • Using Virtual Agent Bot Interconnect in your configuration
            • Install Virtual Agent Bot Interconnect
            • Using Google Dialogflow as a secondary bot with Virtual Agent Bot Interconnect
              • Create a new agent in Google Dialogflow
              • Create a service account and private key for the Google Dialogflow project
              • Generate a Java Keystore file from the JSON private key file
              • Configure connections to Google Dialogflow in your Virtual Agent Bot Interconnect instance
              • Create a Virtual Agent Bot Interconnect shell topic to call Google Dialogflow topics
            • Using Microsoft Power Virtual Agents as a secondary bot with Virtual Agent Bot Interconnect
              • Create a JavaScript function in Microsoft Azure using Visual Studio Code
              • Locate and copy the Direct Line secret key in Microsoft Power Virtual Agents
              • Add the Direct Line secret key to your Virtual Agent Bot Interconnect instance
              • Create a Virtual Agent Bot Interconnect shell topic to call Microsoft Power Virtual Agents topics
            • Using ServiceNow Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect
              • Use ServiceNow Virtual Agent as a secondary bot in synchronous or asynchronous mode
                • Enable synchronous mode on the secondary ServiceNow Virtual Agent instance
                • Enable asynchronous mode on the secondary ServiceNow Virtual Agent instance
              • Create a connection and credential in Virtual Agent Bot Interconnect
                • Create a connection and credential in Virtual Agent Bot Interconnect
              • Create an auth token in the ServiceNow secondary instance
              • Create a Virtual Agent Bot Interconnect shell topic to call Virtual Agent secondary topics
              • Enable live agent connection on the primary instance
              • Debug Virtual Agent Bot Interconnect with a ServiceNow Virtual Agent secondary bot
          • Localization options for Virtual Agent
            • Using language detection and dynamic machine translation in Virtual Agent
              • Prerequisites for using Dynamic Translation in Virtual Agent
              • Configure Dynamic Translation service integration credentials
              • Activate your translation service in Dynamic Translation
              • Enable Dynamic Translation for languages in Virtual Agent
              • Enable Dynamic Translation for an unsupported language
              • Specify a fallback language for locale-specific languages and NLU prediction
            • Localizing Virtual Agent conversations
              • Enable NLU languages in Virtual Agent settings
              • Localize Virtual Agent topics that use keyword topic discovery
              • Localize Virtual Agent topics that use NLU topic discovery
                • Map a topic to a secondary NLU model
                • Test topic and NLU model translations
              • Edit translations for Virtual Agent topics
              • Request bulk translations for multiple topics
              • Authoring Virtual Agent conversations for localization
              • Language support for NLU services
              • Localization roles for Virtual Agent
              • Virtual Agent translation tables
        • Integrating Virtual Agent with other channels
          • Conversational custom chat integrations
            • Create a Virtual Agent conversational custom chat integration configuration
              • Create a new channel for your custom chat integration
              • Configure a provider for your custom chat integration
              • Set up message authentication for your custom chat configuration
              • Create a channel identifier for your custom chat integration
              • Map rich controls to the channel in your custom chat integration
              • Create and configure a scripted REST API for your custom chat integration
              • Create the action scripts for your custom chat integration
            • Default input and output rich controls for a custom chat integration
            • Modify adapter card styles for Virtual Agent
            • Supported Virtual Agent and Agent Chat features for custom chat integrations
              • Synchronous authentication of messages
              • Outbound authentication using a token
              • Message delivery order
              • Virtual Agent action scripts
              • Set up trusted media domains for secure file upload
              • Create bot messages
              • Integrate custom controls
              • Multi-step responses
              • Multi-response output controls
              • Send previous control to client
              • Implement a skip option
              • Pass branding to a chat client
              • Contextual actions for custom chat integrations
              • Typing indicators
          • Virtual Agent integration with messaging apps
            • Redirect user authentication to a Service Portal
            • Configure the IBM Watson Assistant Chat integration
            • Configure the IBM Watson Assistant Chat integration for the Assistant V2 API
            • Account linking in pre-built messaging integrations
              • Unlink your ServiceNow user account from a messaging application for Virtual Agent conversations
              • Link your ServiceNow user account to a messaging application for Virtual Agent conversations
            • Control topic visibility in Virtual Agent messaging channels
            • Integrating Virtual Agent with enterprise messaging apps
              • Conversational Integration with Microsoft Teams
                • Integrating ServiceNow Virtual Agent with Microsoft Teams
                  • Install Conversational Integration with Microsoft Teams
                  • Integrate ServiceNow Virtual Agent with Microsoft Teams
                  • Override Microsoft Teams integration
                  • Manage the ServiceNow Virtual Agent integration with Microsoft Teams
                  • Configure branding for your ServiceNow Virtual Agent bot in Microsoft Teams
                • Integrating multiple ServiceNow instances with a single Microsoft Teams tenant
                  • Create a Bot in Microsoft Teams
                  • Integrate your Self-configured bot with single Microsoft Teams tenant
                • Configure Microsoft Teams Message Extension
                • Integrating Virtual Agent with Microsoft Teams using the self-configured bot
                  • Plugins for Conversational Integration with Microsoft Teams
                  • Integrate your Self-configured bot with Microsoft Teams for GCC
                  • Auto-generate the manifest file for uploading on Microsoft Teams
                  • Upload the manifest package file to publish your bot
                • Integrating Virtual Agent with Microsoft Teams for GCC-H or DoD
                  • Create a bot in Microsoft Teams for GCC-H or DoD
                  • Integrate your Self-configured bot with Microsoft Teams for GCC-H or DoD
                  • Auto-generate the manifest file and upload it into Microsoft Teams for GCC-H or DoD
                  • Limitations in GCC-H or DoD for Microsoft Teams integration with Virtual Agent
                • Configure Virtual Agent settings for Microsoft Teams
                • Configure link authentication and opening experience in Microsoft Teams
                  • Configuring smart links in Microsoft Teams
                • Enable Microsoft Teams integration in ServiceNow Protected Platform (SPP)
                • Virtual Agent feature support in Microsoft Teams conversations
                • Pre-link Virtual Agent requesters for integration with Microsoft Teams
                • Customize auto-linking for Conversational Integration with Microsoft Teams
                • Configure Microsoft Azure Conditional Access for Microsoft Teams tenant
                • Configure promoted topics for Conversational Integration with Microsoft Teams
                • Set up your language preferences for the Virtual Agent integration with Microsoft Teams
                • Localize the bot messages
                • Capture common errors and resolution steps for Microsoft Teams using the Conversational Interfaces Diagnostic Tool
                • Remove Conversational Integration with Microsoft Teams
              • Conversational Integration with Slack
                • Integrating ServiceNow Virtual Agent with Slack
                  • Install the Conversational Integration with Slack
                  • Integrate ServiceNow Virtual Agent with Slack
                  • Override Slack integration
                  • Manage the ServiceNow Virtual Agent integration with Slack
                  • Configure branding for your Virtual Agent bot in Slack
                  • Remove ServiceNow Virtual Agent integration with Slack
                • Integrating Self-configured bot with Slack workspace
                  • Create a bot in Slack
                  • Retrieve Self-configured bot details
                  • Integrate ServiceNow instance with Self-configured bot
                  • Manage the self-configured bot integration with Slack
                  • Configure branding for your Self-configured bot
                  • Remove Self-configured bot integration with Slack
                • Configure Virtual Agent settings for Slack
                • Virtual Agent features supported in Slack conversations
                  • Virtual Agent Designer user input and bot response controls in Slack
                  • Virtual Agent notifications supported in Slack
                  • Unsupported Virtual Agent features in Slack
                • Pre-link Virtual Agent requesters before integration with Slack
                • Configure promoted topics for Conversational Integration with Slack
              • Conversational Integration with Workplace from Facebook
                • Install the Conversational Integration with Workplace from Facebook
                • Integrate ServiceNow Virtual Agent with Workplace from Facebook
                • Manage ServiceNow Virtual Agent integration with Workplace from Facebook
                • Configure Virtual Agent settings for Workplace from Facebook
                • Virtual Agent features supported in Conversational Integration with Workplace from Facebook
                • Uninstall the Conversational Integration with Workplace from Facebook
            • Integrating Virtual Agent with consumer messaging apps
              • Conversational SMS Integration with Twilio
                • Install Conversational SMS Integration with Twilio
                • Set up the Conversational SMS Integration with Twilio
                • Using Conversational SMS Integration with Twilio
                • Configure SMS authentication
                  • Rate limiting policy for SMS Authentication
              • Conversational Integration with WhatsApp (powered by Twilio)
                • Configure Conversational Integration with WhatsApp (powered by Twilio)
                  • Install Conversational Integration with WhatsApp (powered by Twilio)
                  • Set up Conversational Integration with WhatsApp (powered by Twilio)
                  • Set the URL navigation for WhatsApp chat
                  • Capturing information from a user in a WhatsApp chat conversation
                  • Closing idle WhatsApp chat conversations
                  • Transfer WhatsApp chat conversations to live agents
                • Using Conversational Integration with WhatsApp (powered by Twilio)
                  • Create a provider notification
                • Integrating the WhatsApp messaging app with other applications
              • Conversational Integration with LINE
                • Configure Conversational Integration with LINE
                  • Install Conversational Integration with LINE
                  • Set up Conversational Integration with LINE
                  • Capturing information from a user in a LINE chat conversation
                  • Closing idle LINE chat conversations
                  • Transfer LINE chat conversations to live agents
                • Using Conversational Integration with LINE
                • Integrating the LINE messaging app with other applications
                • Remove Conversational Integration with LINE
              • Conversational Integration with Facebook Messenger
                • Configure Conversational Integration with Facebook Messenger
                  • Install Conversational Integration with Facebook Messenger
                  • Set up Conversational Integration with Facebook Messenger
                  • Capturing information from a user in a Facebook Messenger chat conversation
                  • Closing idle Facebook Messenger chat conversations
                  • Transfer Facebook Messenger chat conversations to live agents
                • Using Conversational Integration with Facebook Messenger
                • Integrating the Facebook Messenger messaging app with other applications
                • Set up the Virtual Agent integration with Facebook Messenger (Legacy)
                • Configure the help link for the Virtual Agent Facebook Messenger integration (Legacy)
                • Remove Conversational Integration with Facebook Messenger
              • Conversational Integration with Apple Messages for Business
                • Configure Conversational Integration with Apple Messages for Business
                  • Install Conversational Integration with Apple Messages for Business
                  • Set up the integration on Apple Messages for Business
                  • OAuth setup for Apple Messages for Business
                    • Create a profile parser action for Apple Messages for Business
                  • Complete the Payment Provider Configuration
                  • Remove the integration for Apple Messages for Business
                • Capturing information from a user in a Apple Messages for Business chat conversation
                • Transfer Apple Messages for Business chat conversations to live agents
                • Using Conversational Integration with Apple Messages for Business
                • Integrating the Conversational Integration with Apple Messages for Business app with other applications
          • Virtual Agent integration with Voice channels
            • Conversational IVR with Amazon Connect
              • Install Conversational IVR with Amazon Connect
                • Components installed with Conversational IVR with Amazon Connect
              • Configuring your AWS account for use with Conversational IVR
                • Grant access to an IAM (Identity and Access Management) role
                • Create an Amazon S3 bucket
                • Create an Amazon CloudFormation Stack
                • Configure localization in Conversational IVR with Amazon Connect
                • Customize keywords in Conversational IVR
                • Claim a Phone number
                • Create inbound and outbound Amazon Connect contact flows
                • Setup Transcript for Amazon Connect
              • Configure Conversational IVR with Amazon Connect
                • Enroll user Soft PIN and Device in ServiceNow instance
                • Setup the Amazon Connect spoke for VA IVR
                • Sync Agents to setup Live Agent transfer
                • Configure user authentication for Conversational IVR
                • Manage bot messages for Conversational IVR
              • Unsupported Virtual Agent features for Conversational IVR
            • Conversational Integration with Alexa
              • Configure Conversational Integration with Alexa
                • Install Conversational Integration with Alexa
                • Set up Conversational Integration with Alexa
                  • Create an Alexa skill
                  • Configure an Alexa skill
                  • Build an Alexa skill model
                  • Get the Alexa skill ID
                  • Test an Alexa skill on the developer console
                  • Test a skill on the Alexa mobile app
                  • Test a skill on the Alexa Echo or Echo Show screen device
                  • Supported Alexa intents
                  • Create a provider channel identity record for Alexa
                  • Set up message authentication for Alexa
                • Account linking with Alexa
                  • Configure your Alexa account
                  • Link Alexa events using the macOS Terminal
                  • Link your account using the Alexa app
                • Fine-tune Virtual Agent settings and topics for the best Alexa voice chat experience
                  • Contextual actions for Alexa
                • Closing idle Alexa chat conversations
            • Conversational Integration with Google Assistant
        • Virtual Agent reference
          • Virtual Agent Designer interface reference
            • Virtual Agent Designer Topics page
            • Virtual Agent Designer All pre-built topics page
            • Topic creation form
            • Topic Properties tab
            • Topic Flow tab
            • Topic NLU Intent tab
            • Topic Languages tab
            • Virtual Agent Designer controls
            • Virtual Agent Designer user input controls
              • Input Collector user input control
              • Text user input control
              • Static Choice user input control
              • Grouped Choice user input control
              • Dynamic Choice user input control
              • Boolean user input control
              • Date Time user input control
              • File Picker user input control
              • Carousel user input control
              • Secure Text user input control
            • Virtual Agent Designer bot responses
              • Text bot response control
              • Image bot response control
              • Link bot response control
              • HTML bot response control
              • Multi-response bot response control
              • Script bot response control
              • Card bot response control
              • Table bot response control
              • Video bot response control
            • Virtual Agent Designer utilities
              • Lookup utility
              • Script Action utility
              • Record Action utility
              • Decision utility
              • Topic Block utility
              • Custom control utility
              • Action utility
              • Deflection utility
              • Diagnostic Topic Executor utility
              • Geolocation utility
              • Multi File Upload utility
              • Pause utility
          • Virtual Agent technical reference
            • Virtual Agent interaction records
            • Virtual Agent scripts
            • Input data types in Virtual Agent topics
            • NLU system entities
            • Virtual Agent URL parameters
            • Latency feedback in Virtual Agent
      • Now Assist in Virtual Agent
        • Exploring Now Assist in Virtual Agent
          • LLM assistants
          • Now Assist in Virtual Agent Domain Separation
        • Configuring Now Assist in Virtual Agent
          • Configure Now Assist in Conversational Catalog Request
        • Integrating Now Assist in Virtual Agent with Microsoft Teams
        • Using Now Assist in Virtual Agent
          • Topic switching in Now Assist in Virtual Agent conversations
        • Analyzing Now Assist in Virtual Agent
          • Understanding conversation deflection rate
        • Now Assist in Virtual Agent reference
      • Agent Chat
        • Exploring Agent Chat
          • Agent Whisper
          • Chat surveys
          • Chat transcript downloads for requesters
          • Profanity Filter for Agent Chat overview
          • Sensitive Data Handler
          • Dynamic Translation for Agent Chat overview
          • Agent-Initiated Messaging Interface
            • Configuring Agent-Initiated Messaging Interface
            • Install Agent-Initiated Messaging Interface
            • Set up Agent-Initiated Messaging Interface for a messaging channel
            • Associate user profiles with agent-initiated messages
            • Validate recipient IDs for agent-initiated messages
            • Determine whether messaging channels are available for agent-initiated messages
            • Components installed with Agent-Initiated Messaging Interface
            • Messaging channels for Agent-Initiated Messaging Interface
            • Send an agent-initiated message during an async chat
          • Domain separation and Agent Chat
        • Configuring Agent Chat
          • Set up Agent Chat
          • Control idle live chat sessions
          • Associating user profiles on messaging interactions
          • Control the browser experience for chat guest sessions
          • Create a quick action
          • Define a quick action parameter
          • Configure a quick action button
          • Set up quick action toolbar controls
          • Activate chat context quick actions
          • Send missed chat activity emails
          • Configure the Sensitive Data Handler
          • Configure the Profanity Filter settings
          • Configure Dynamic Translation for Agent Chat
          • Set up Conversation History
          • Build a report to track the number of help requests
        • Quick actions
        • Conversation Autopilot
        • Using emojis in Agent Chat
        • Working with Dynamic Translation for Agent Chat
        • Agent Chat Interaction related records
      • Sidebar
        • Exploring Sidebar
          • Activity stream in Sidebar
        • Configuring Sidebar
          • Installing Sidebar
          • Setting up Sidebar
          • Integrating Sidebar and activity stream
          • Adding the Discuss button
          • Configuring Sidebar member query
          • Sidebar and Microsoft Teams
            • Integrate Sidebar and Microsoft Teams
            • Enable or configure the Microsoft Teams integration
            • Manage Microsoft Teams permissions
        • Using Sidebar
        • Sidebar reference
          • Domain separation and Sidebar
      • Conversational Interfaces Diagnostic Tool
        • Exploring Conversational Interfaces Diagnostic Tool
        • Using the Conversational Interfaces Diagnostic Tool
          • Diagnose Conversational Interfaces errors
          • Diagnose Microsoft Teams configuration issues
          • Diagnose Advanced Work Assignment configuration issues
      • Conversational Analytics Dashboard
        • Exploring the Conversational Analytics Dashboard
          • Trying out the dashboard
        • Setting up the Conversational Analytics Dashboard
          • Install Conversational Analytics Dashboard
          • Reconfigure dashboard contents
          • System parameter configuration
          • Create custom events to monitor
          • Create custom override definitions
            • Formula override example
          • Conversational Analytics dashboard roles
        • Using the Conversational Analytics Dashboard
          • Set the date range of the data
          • Overview tab
            • Edit the Overview page
          • Usage tab
          • Conversations tab
            • Use filters in the Conversation tab
            • Conversation transcript template
          • Users tab
            • User Details page
            • Use filters in the Users tab
          • Topics tab
            • Topic categories
            • Topics details
            • Spokes
          • Natural Language Understanding of Virtual Agent responses
            • Modify models
          • Using user search metrics with Virtual Agent
          • Custom Events tab
          • Funnels tab
            • Create and manage funnels
            • Filter options in funnels
          • Issue auto-resolution tab
      • Additional resources for Conversational Interfaces
    • Manage instance data sources
      • Entity View Action Mapper
        • Create a multi-data source list display in Entity View Action Mapper
        • Create an EVAM definition
        • Define a datasource
        • View configurations, view templates, and configuration bundles for EVAM
          • Define an EVAM view configuration
          • Define an EVAM view template
          • Create an EVAM action definition
          • Define an EVAM configuration bundle
      • Instance Data Replication
        • Exploring Instance Data Replication
          • Bidirectional replication for Instance Data Replication
          • Discrete mapping in producer replication sets for Instance Data Replication
          • Coalesce columns in Instance Data Replication
        • Instance Data Replication set up
          • Request an Instance Data Replication subscription
          • Preparing for Instance Data Replication
          • Preserving table hierarchy in Instance Data Replication
          • Upgrading legacy replication sets to V2 in Instance Data Replication
            • Upgrade legacy replication sets in Instance Data Replication
            • Rolling back an upgrade in Instance Data Replication
        • Configuring Instance Data Replication
          • Create a producer replication set in Instance Data Replication
          • Create a consumer replication set for Instance Data Replication
          • Seed a consumer instance for Instance Data Replication
          • Trigger a workflow after replication using Instance Data Replication
          • Reconfigure a replication set in Instance Data Replication
          • Grant access to the replicated data for Instance Data Replication
            • Revoke access to replicated data for Instance Data Replication
            • Restore access to replication data for Instance Data Replication
          • Transform replication data for Instance Data Replication
            • Warning and error messages for schema validation in Instance Data Replication
          • Set up bidirectional replication in Instance Data Replication
          • Create a discrete producer replication set for Instance Data Replication
        • Administering Instance Data Replication
          • Comparing replicated data between instances in Instance Data Replication
            • Find missing or mismatched records in Instance Data Replication
            • Reseed missing or mismatched records in Instance Data Replication
          • Deploying a replication configuration from one instance to another in Instance Data Replication
            • Deploy a replication configuration through an update set in Instance Data Replication
          • Cloning with Instance Data Replication
          • Delays in replicating data with Instance Data Replication
          • Monitoring Instance Data Replication
          • Monitoring queues in Instance Data Replication
          • Preventing insert and update errors in Instance Data Replication
          • Resolving data replication errors in Instance Data Replication
            • Run Instance Data Replication diagnostics
            • Review synchronization errors in Instance Data Replication
            • Discover replication delays in Instance Data Replication
            • Fix seeding errors in Instance Data Replication
            • Find Instance Data Replication errors
            • Status messages and status errors for a consumer replication set in Instance Data Replication
            • Instance Data Replication XML stats
        • Instance Data Replication reference
          • Data privacy in Instance Data Replication
          • Adapter descriptions for Instance Data Replication
          • Excluded tables in Instance Data Replication
          • Domain separation and IDR
          • Instance Data Replication properties
          • Instance Data Replication roles
      • MetricBase
        • Exploring MetricBase
        • Configuring MetricBase
          • Requesting the MetricBase product
          • Getting familiar with MetricBase
          • Get familiar with MetricBase APIs
          • Define and collect MetricBase data
            • MetricBase retention policies
        • Using MetricBase
          • Accessing MetricBase data
            • Access MetricBase data using the list command
            • Retrieving MetricBase data using REST and JavaScript
          • Predictive models
            • Detect anomalies in MetricBase data using predictive models
          • MetricBase triggers
            • Create a MetricBase band trigger
            • Create a MetricBase linear predictor trigger
            • Create a MetricBase gap trigger
            • Create a MetricBase model trigger
            • Execute triggers conditionally
            • Assign a trigger to a flow
        • Managing MetricBase
        • MetricBase reference
          • Developer resources
          • Domain separation and MetricBase
          • MetricBase roles
      • MID Server
        • Configure MID Server network connectivity
        • Installing the MID Server
          • Create the MID Server user and grant the role
          • Download the MID Server files
          • Install a MID Server on Linux
          • Install a MID Server on Windows
          • Validate the MID Server
          • Test MID Server connectivity
          • Install multiple MID Servers on a single system
          • Use MID Server guided setup
        • Configuring MID Servers
          • MID Server selection
            • Configure a default MID Server for each application
            • Configure an IP address range for the MID Server
            • Override the MID Server selection filter
          • Using MID Server IP range auto-assignment
          • File permission enforcement for Windows MID Servers
          • Map an IP address to a DNS name
          • Configure MID Server capabilities
          • Configure a MID Server cluster
          • Set MID Server thread use
          • Install and uninstall Nmap on a MID Server
          • Configure MID Server as WinRM trusted host
          • MID Server domain separation
          • Synchronize a JAR file to MID Servers
          • vCenter event collector
          • SNMP trap collector extension
          • MID Server Resource Reservation
          • Containerized MID Server
            • Build a MID Server Docker Image
            • Containerized MID Server Deployment and Auto-configuration
              • MID Server Deployment Request
              • MID Server Deployment Template
            • Containerized MID Server Autoscaling
          • Configure a MID Server for IPv6
        • Securing and encrypting MID Server data
          • MID Server certificate check policies
          • Encrypt or decrypt MID Server configuration file values
          • MID Server configuration file security
            • Encrypt MID Server configuration data with DPAPI
            • Use CyberArk as a secure configuration provider
            • Change MID Server configuration file security schemes
            • MID Server ISecuredConfigProvider interface
            • MID Server IMidServerEncrypter interface
          • MID Server authentication credentials and SOAP requests
          • MID Server unified key store
          • Enable MID Server mutual authentication
          • MID Server command audit log
          • Rekey a MID Server
          • Add SSL certificates for the MID Server
          • MID Server SSH cryptographic algorithms
          • Attach a script file to a file synchronized MID Server
          • MID Server FIPS Enforced Mode
          • MID Server Governance
        • MID Server upgrades
          • MID Server pre-upgrade check
          • Pinning a MID Server to a specific version
          • Upgrade the MID Server manually
        • Resolving MID Server issues
          • MID Server active issues
          • MID Server fails to start
          • Active MID Server post-cloning credential issues
          • MID Server resource threshold alerts
          • MID Server user connectivity issues
          • Interpreting MID Server user debugging output
          • MID Server Upgrade History
        • MID Server reference information
          • MID Server system requirements
          • MID Server ECC Queue
          • MID Server dashboard
          • MID Server properties
          • MID Server parameters
          • MID Server Configuration Parameter settings and priority
          • MID Server File Cleaner
          • MID Server protected records and reserved characters
          • MID Server privileged commands
          • MIDSystem methods
          • Manually start, stop, and restart a MID Server
          • MID Server heartbeat
          • Set the MID Server JVM memory size
          • Pause the MID Server
      • Remote tables
        • Activate the remote tables plugin
        • Create a remote table
        • Create a script definition for a remote table
          • Example 1: Retrieving all incident records from an external source
          • Example 2: Retrieving specific records from a third-party source
        • Debugging remote table script definitions
        • Domain separation and remote tables
    • Manage content capabilities
      • Document Services
        • Document Management
          • Exploring Document Management
            • Document Management plugin
          • Activate Document Management
          • Document security and access
            • Share documents with users
            • Share documents with groups
            • Share documents with roles
            • Share documents with user criteria
          • Using Document Management
            • Document repository
              • Create a document record
              • Document versions
                • Create a document version
              • Download a document
              • Share a document link
              • Modify a shared link access
              • Delete a document link
              • Delete documents
            • Document approval and publish process
              • Create a document approval revision rule
              • Add a reviewer
              • Add an approver
              • Send a document version for review and approval
              • Approve or reject a document version
              • Approve or reject a document version through email
              • Publish a document
            • Document references
              • Create document references from document record
              • Create document reference from References
              • Delete a document reference from document record
            • Linking documents to a parent record
              • Enable viewing related documents in a parent record
              • Create a document record in a parent record
              • Upload a document version in a parent record
              • Download a document from its parent record
              • Link existing documents to a parent record
              • Unlink documents from a parent record
              • Delete a document from a parent record
            • Document Management lists
              • Group document templates in a list for creating and linking documents to a target record
              • Add a document template to a document list
              • Create documents using document lists for a target table record
            • Document attachments in an activity stream
              • Include document actions in an activity stream
          • References
            • Components installed with Document Management
            • Document Management roles
            • Domain separation and Document Management
        • Document Viewer
          • Enable Document Viewer
          • Document Viewer plugins
          • View attachments with Document Viewer
          • Disable Document Viewer
        • Managed Documents
          • Managed Document features
            • Managed Document concepts
            • Defining Document Workflow
            • Defining Document Parameters
              • Defining Approval Rules
              • Defining Audiences
              • Defining Classifications
              • Defining Name Components
              • Defining Name Formats
            • Domain separation and Managed Documents
          • Managed Documents plugin
            • Install the Managed Documents plugin
          • Knowledge Document plugin
            • Installed with Knowledge Document plugin
            • Link documents to Knowledge articles
          • Create a document
            • Document approval
            • Review process
            • Enable electronic signature for approval
            • Publish an approved revision
            • Submit a revision for draft review
            • Create or request a new document
              • Specify an approver
            • Check in a document
            • Copy a document
            • Deactivate a document
            • Reopen a deactivated document
            • Roll back a document
            • Cancel a document
            • Check out a document
            • Create a document collection
            • Upload a document
          • Create a new managed document record
          • Check in a document after making changes
          • Check out a document to make changes
          • Publish a document in Managed Documents
          • Send a document out for review and approval
          • Upload a document as an attachment
        • Multi Provider Document Services Framework
          • Activate Multi Provider Document Services Framework
          • Installed with Multi Provider Document Services Framework
            • Multi Provider Document Services Framework Framework roles
          • Microsoft OneDrive integration with Document Services
            • Document Services Framework for Microsoft OneDrive
            • Setup Microsoft OneDrive for Document Services
            • Register Microsoft OneDrive as an OAuth provider for Document Services
          • Google Drive integration with Document Services
            • Document Services Framework for Google Drive
            • Set up Document Services framework for Google Drive
      • Knowledge Management
        • Exploring Knowledge Management
          • Sitemap Generator for the Knowledge Portal
          • I18N - Knowledge internationalization
          • Scoped knowledge bases
          • Machine learning solutions for Knowledge Management
            • Predictive Intelligence for Knowledge Management
          • Knowledge article templates
          • Knowledge blocks
          • Knowledge subscriptions
          • Knowledge demand insights
          • Self-Service Analytics
            • Self-Service Analytics concepts
          • Translation management
          • Knowledge-Centered Service configuration
          • Article quality index for knowledge management
          • Article versioning
          • Ownership groups
          • Automating feedback management to improve content
        • Configuring Knowledge Management
          • Activate the Knowledge Management Advanced plugin
          • Knowledge Management setup guide for admins
          • Knowledge base setup guide for knowledge admins and managers
          • Activate the sitemap configuration and definition records for the Knowledge Portal
          • Activate the knowledge management internationalization plugin
          • Activate knowledge blocks
          • Enable knowledge blocks for each knowledge base
          • Configure translation management
            • Activate translation management
            • Add a custom Localization Framework setting to enable bulk translations
            • Add a custom Localization Framework setting to enable machine translation
          • Activate Knowledge Management KCS Capabilities
          • Enable languages for a knowledge base
          • Configure the Knowledge Management Service Portal
            • Enable external or public users to view knowledge articles from the Knowledge Management Service Portal
            • Knowledge Management Service Portal widgets
              • Activate the Knowledge Management Service Portal plugin
              • Configure search widget instance options
              • Configure knowledge base tile widget instance options
              • Configure the home page widget instance options
              • Configure sort widget instance options
              • Configure article list widget instance options
              • Configure search results list widget instance options
              • Configure filter facet widget instance options
              • Configure a user action for the article view page
              • Configure article helpful widget instance options
              • Configure article comments instance options
              • Configure related catalog item widget instance options
              • Configure knowledge related articles widget instance options
            • Search using the Knowledge Management Service Portal
            • Integrating Knowledge Management features with the Service Portal
            • Configure custom SEO tags for canonical URLs and localized knowledge articles
          • Create a knowledge base
          • Configure knowledge bases for a portal
          • Configure knowledge subscriptions
          • Configuration tasks for knowledge managers
            • Add a knowledge article to featured content
            • Define a knowledge article category
            • Assign a knowledge base manager
          • Configure Self-Service Analytics
            • Activate Self-Service Analytics
            • Configure activity contexts for Self-Service Analytics
            • Configure pattern elements for Self-Service Analytics
            • Configure pattern element groups for Self-Service Analytics
            • Configure activity patterns for Self-Service Analytics
            • Set up the deflection configuration for Self-Service Analytics
            • Configure scheduled jobs for Self-Service Analytics
          • Managing access to knowledge bases and knowledge articles
            • Create user criteria for controlling access to knowledge bases and articles
            • Control access at the knowledge base level through user criteria
            • Control access at the knowledge article level through user criteria
          • Configure Knowledge Management - Add-in for Microsoft Word
            • Activate Knowledge Management - Add-in for Microsoft Word
            • Deploy Knowledge Management - Add-in for Microsoft Word
            • Configure the security for Knowledge Management add-in for Microsoft Word
            • Enable downloading of the source Microsoft Word document for a knowledge article
          • User criteria diagnostics for Knowledge Management
            • Diagnose user access to a knowledge base
            • Diagnose user access to an article
            • Configure access to knowledge bases for unauthenticated users
            • Collect knowledge usage metrics
              • Modify the data retention policy for knowledge usage metrics
          • Configure knowledge article templates
            • Create an article template and use it to create a knowledge article
            • Configure the preview text setting for a standard article template
            • Restrict access to fields in an article template
            • Generate SEO information for articles using article templates
          • Integration with external knowledge sources
            • Activate the External Content Integration plugin
            • Define an external knowledge source
            • Import content from an external knowledge source
            • Open knowledge search results in source system
            • Sample configuration for integrating external knowledge content
          • Duplicate knowledge article numbers
          • Create a custom knowledge homepage
          • View knowledge logs
            • Search Log fields and description
            • View Log fields and description
            • View the source of a knowledge article search
            • Modify the data retention policy for View logs
          • Use extension points for Knowledge Management
          • Train the similarity solution for Knowledge Management to find related articles
          • Enable actionable knowledge feedback
          • product/customer-service-management/task/enable-hrcase-knowledge.html
            • Create field mapping from an HR case to a knowledge article
            • Add a property to enable creating knowledge articles from HR cases
            • Create a UI action to enable creating knowledge articles from HR cases
          • Enable creating an article from a customer service case
          • Configuration tasks for knowledge demand insights
            • Configure Knowledge Demand Insights
            • Configure solution definitions to find gaps in a knowledge base
            • Configure the mapping of solution definitions with task tables
            • Set the frequency of knowledge gap analysis
            • Assign knowledge gap feedback tasks to content authors
            • Analyze knowledge gaps from a demand insights dashboard and create knowledge gap feedback tasks
        • Using Knowledge Management
          • Knowledge Management guide for users
          • Knowledge Management Service Portal homepage features
          • Knowledge Management Service Portal search results page features
          • Knowledge Management Service Portal article view page features
            • Knowledge article URL parameters
          • Managing email notifications in Knowledge Management
            • Set knowledge notification preferences
          • Using the homepage of Knowledge Management v3
            • Search using Knowledge Management v3
            • Import a Word document to a knowledge base using Knowledge Management v3
          • Request a knowledge base
          • Import a Word document to a knowledge base
          • Use knowledge on mobile devices
          • Using Now Mobile for Knowledge Management
            • View the most popular or recently viewed articles in the Now Mobile Information applet
            • Browse articles in the Now Mobile Information applet
            • Search for an article in the Now Mobile Information applet
            • View an article in the Now Mobile Information applet
            • Provide feedback for a knowledge article in the Now Mobile Information applet
          • Manage ownership groups
          • Use article versioning
            • Manually update customized files
            • Check out a published article and create a new version
            • Revert an outdated article to the current state
            • View all versions of an article
            • Compare two versions of an article
            • Retire a versioned article
            • Disable the article versioning feature
          • Using knowledge blocks
            • Create a knowledge block
              • Select user criteria for a knowledge block
              • Retire a knowledge block
            • Add knowledge blocks to a knowledge article
            • Preview a knowledge article with knowledge blocks
            • Knowledge blocks authoring in Agent Workspace
              • View a knowledge block in Agent Workspace
              • Knowledge block details displayed in Agent Workspace
              • Create a knowledge block in Agent Workspace
              • Edit a knowledge block in Agent Workspace
              • Publish a knowledge block in Agent Workspace
              • Approve a knowledge block in Agent Workspace
              • Add a knowledge block to a knowledge article in Agent Workspace
              • Preview a knowledge article with knowledge blocks in Agent Workspace
              • Retire a knowledge block in Agent Workspace
            • Integrating a custom search or knowledge article viewer with knowledge blocks
              • KBPortalServiceImpl - Global
              • KBBlock - Global
          • Use knowledge subscriptions
            • Subscribe to a knowledge base
            • Unsubscribe from a knowledge base
            • Subscribe to a knowledge article
            • Unsubscribe from a knowledge article
            • Manage knowledge subscriptions
          • Use translation management
            • Create translation assignments for knowledge articles
            • Auto-create translation tasks
            • Bulk Translation for knowledge articles
              • Use Bulk Translation for manual translation
                • Request bulk translations for multiple knowledge articles
                • Translate multiple knowledge articles into different languages
              • Use Bulk Translation for Dynamic Translation
                • Translate knowledge articles using Dynamic Translation
            • Translate a knowledge article from a translation task
            • Translate knowledge blocks within an article
            • Request missing translations for available languages
          • Work on a feedback task
          • Track the progress on a feedback task
          • Use Article Quality Index
            • Create an AQI checklist
            • Assign an AQI checklist to a knowledge base
            • Remove an AQI checklist from a knowledge base
            • Delete questions from an AQI checklist
            • Perform the Article Quality Index review
            • View all pending and completed AQI reviews
            • Delete AQI reviews
          • Managing KCS article states
          • Knowledge article creation from an incident
            • Create field mapping from an incident to a knowledge article
            • Add a property to enable creating knowledge article from incidents
            • Create a UI action to enable creating knowledge articles from incidents
        • Creating and maintaining articles
          • Create a knowledge article
          • Edit a knowledge article
          • Editing functions for knowledge articles in the HTML editor
            • Managing HTML content in knowledge articles
            • Formatting options for knowledge articles
            • Paste content without formatting into the knowledge article
            • Adding tables to knowledge articles
            • Insert an image in a knowledge article
            • Format a code snippet automatically in knowledge articles
            • Insert a table of contents in knowledge articles
            • Find and replace text in knowledge articles
            • Undo or redo typing actions or formatting while authoring knowledge articles
          • Map related articles
          • Map catalog items related to an article
          • Schedule a knowledge article for publishing
          • Recall an article that is being reviewed
          • Approve an article that is being reviewed
          • Retire a knowledge article
          • Republish a retired article
          • Move a knowledge article
          • Comment on a knowledge article
          • Create knowledge from incident or problem
          • Create an article version by importing a Word document
          • Using human readable URLs for the Knowledge article page
            • Enable Human Readable URLs for the Knowledge Article View page
          • Select a knowledge article category
          • Associate a knowledge article with a taxonomy category
          • Authoring a knowledge article in Agent Workspace
            • View a knowledge article in Agent Workspace
            • Viewing knowledge article details in Agent Workspace
            • Provide feedback for a knowledge article in Agent Workspace
            • Create a knowledge article in Agent Workspace
            • Publish a knowledge article in Agent Workspace
            • Edit a knowledge article in Agent Workspace
            • Map a related article in Agent Workspace
            • Map a related item in Agent Workspace
            • Add an affected product to a knowledge article in Agent Workspace
            • Schedule a knowledge article for publishing in Agent Workspace
            • Work on a feedback task in Agent Workspace
            • Create a knowledge article from a feedback task in Agent Workspace
            • Edit a knowledge article from a feedback task in Agent Workspace
            • Compare knowledge article versions in Agent Workspace
            • Recall an article that is being reviewed in Agent Workspace
            • Approve a knowledge article in Agent Workspace
            • Request translations for missing languages in Agent Workspace
            • Translate a knowledge article in Agent Workspace
            • Translate a knowledge article from a translation task in Agent Workspace
          • Authoring a knowledge article in Microsoft Word
            • Log in to your ServiceNow instance for authoring knowledge articles in Microsoft Word
            • View a knowledge article in Microsoft Word
            • Create a knowledge article in Microsoft Word
            • Edit a knowledge article in Microsoft Word
            • Unlink knowledge articles from linked Microsoft Word documents
            • Publish a knowledge article in Microsoft Word
            • Schedule a knowledge article for publishing in Microsoft Word
            • Recall an article that is being reviewed in Microsoft Word
          • Create a knowledge article from a customer service case
          • Provide feedback on knowledge articles
        • Knowledge Management reference
          • Domain separation and Knowledge Management
          • Additional plugins for Knowledge Management
          • Components installed with Knowledge Management Core
          • Components installed with knowledge blocks
          • Knowledge Management roles
          • Knowledge Management properties
          • Quick start tests for Knowledge Management
          • Understanding access to the Knowledge knowledge base
          • Knowledge workflows
          • Knowledge Management Service Portal properties
          • Knowledge Management v3 homepage and Knowledge Management Service Portal comparison
          • SEO for canonical URLs and localized versions of knowledge articles
          • Article versioning changes
          • Feedback on article versions
          • Knowledge article version numbers
          • Knowledge article version information
          • Validity of a knowledge article
          • Knowledge article states
          • Knowledge subscription email notification templates
        • Analytics and Reporting Solutions for Knowledge Management
          • Knowledge Management Platform Analytics Solutions
            • Knowledge Management dashboard
            • Knowledge Management Overview dashboard
              • Update the navigation path for the Knowledge Management Overview dashboard
          • Pareto chart for Knowledge Demand Insights
          • Demand Insights for Cases dashboard
          • Demand Insights for Incidents dashboard
          • Demand Insights for HR Cases dashboard
      • Response templates
        • Activate response templates
          • Components installed with response templates
        • Create or modify a response template
    • Manage service capabilities
      • Self-service
        • Exploring Self-service Overview
          • Service catalog requests
            • Add new request items
            • Amazon EC2 instance request from the Service Catalog
              • Request an instance
              • Terminate an instance
            • Check-out redirect property
            • Delete request items
            • Place a request
            • Create incidents and change requests from a requested item
            • View request status
          • Service Delegation
            • Add the Delegates related list to a user profile
            • Delegate approvals and tasks to another user
      • Service Administration
        • Exploring Service Administration
          • Assessments and Surveys
            • Exploring Assessments and Surveys
            • Surveys
              • Using surveys
                • Survey questionnaires
                  • Take a survey
                • Survey responses and results
                  • View results for all surveys
                  • View the results for a survey
                  • View a survey scorecard
                    • Survey scorecard category results
                    • Survey scorecard question results
                    • Survey scorecard average ratings
                    • Survey scorecard history
                    • Export a survey scorecard as an image
                  • Export a quiz scorecard as an image
                  • Request translations for surveys
                  • Edit translations for surveys
                  • Survey responses in a database view
                • Survey administration
                  • View survey reports
                  • Survey designer
                    • Survey designer elements
                    • Configure a survey in the survey designer
                    • Survey categories
                      • Create a category in the survey designer
                      • Create a survey category in a survey
                    • Create a question in the survey designer
                    • Survey question data types
                    • Create custom metric type
                    • Edit a survey in the survey designer
                    • Configure category weights for a survey
                  • View a survey instance
                  • Survey users and groups
                    • Create a survey user group
                    • Select recipients for a survey in the Survey Designer
                    • Designate a survey user
                    • Designate or remove multiple survey users at one time
                    • Allow recipients to retake a survey
                  • Copy a survey
                  • Publish a survey
                    • Publish a survey in the Survey Designer
                  • Customize the appearance of a survey
                  • Survey definitions
                    • Modify a survey definition
                    • Schedule periods
                  • Create a survey designer template question
                  • Survey questions
                    • Create or modify survey questions
                    • Survey question data types
                    • Survey question template
                      • Create a survey question template
                      • Update min and max values to match templates
                    • Add a metric category and metric in the question bank for surveys
                      • Configure metric categories or metrics for a survey using the question bank
                    • Create or modify answer options
                    • Change the order of survey questions
                  • Survey trigger conditions
                    • Configure a trigger condition for a survey
                    • Trigger condition example
                  • Survey distribution
                    • Email notifications for surveys
                    • Send survey invitations to users
                    • Define a recipients list for surveys
                    • Add a recipients list to a survey
                    • Embed a survey within the Outlook email client
                    • Enable localization for a survey
                    • Survey URLs
                      • Obtain and distribute a general survey URL
                      • Deactivate auto-notification for surveys
                      • Obtain a survey instance URL
                      • Test a survey URL
                    • Create a survey module
                    • Sharing surveys
                      • Export a survey
                      • Import a survey
                      • Use update sets for surveys and assessments
                    • Configure a survey in the Connect chat support
                  • Outlook Actionable Messages
                    • Install Outlook Actionable Messages plugin
                    • Customize fields for the approval message
                      • Customize fields in the approval message for request
                      • Customize fields in the approval message for change request
                    • Enable Advanced view for Outlook Actionable Message definition
                  • Sentiment analysis for surveys
                    • Configure a sentiment connector
                    • Sentiment analysis property
                    • Sentiment analysis results
                  • Surveys in Service Portal and the Now Mobile app
                  • Surveys in ITSM Virtual Agent
                  • Legacy survey migration
                    • Migrate a legacy survey
                    • Survey question migration
                    • Migrated components
                    • Migrated question review
              • Surveys reference
                • Survey roles
                • Key survey terms
                • Survey Overview dashboard
                • Metric Result form
                  • Normalized value for an assessment
                • Domain separation and Surveys
                • Survey Designer Configuration form
                • Properties form
                • Custom Metric form
                • Survey Instance form
                • Survey Question form
                • Trigger Condition form for surveys
                • Recipients List form
            • Assessments
              • Using assessments
                • Assessment administrator tasks
                  • Configure an assessment
                  • Assessment generation
                  • Assessment groups
                  • View an assessment metric category
                    • Assessment metric categories
                      • Create a category for assessable records
                      • Assessable record associations
                        • Manage an assessable record automatically
                        • Manage an assessable record manually
                      • Delete a category
                  • Assessment metrics
                    • Create an assessment metric for a category
                      • Create an assessment metric definition
                      • Change the order of an answer
                      • Metric types and assessable records
                        • Create metric types and generate assessable records
                        • Delete a metric type
                        • Export an assessment
                        • Import an assessment
                        • Use update sets for surveys and assessments
                        • Create an assessment signature
                        • Assessable records
                          • View an assessable record
                          • Enforce a condition to delete an assessable record
                          • Delete an assessable record
                  • Add a metric category and metric in the question bank for assessments
                    • Configure metric categories or metrics for an assessment using the question bank
                  • Copy an assessment
                  • Create a metric template
                    • Metric templates
                    • Update a metric minimum and maximum value to match a template
                  • Category users and stakeholders
                    • Create a category user
                    • Create stakeholders automatically
                    • Associate multiple category users to multiple assessable records
                      • Delete a stakeholder for multiple assessable records
                    • Associate one category user to one assessable record
                    • Associate multiple category users to one assessable record
                      • Delete a stakeholder for one assessable record
                  • On-demand assessments
                    • Generate an on-demand assessment
                    • Generate an on-demand assessment for one assessable record
                    • Generate an on-demand assessment for multiple assessable records
                    • Generate an assessment with the on-demand API
                  • Scheduled assessments
                    • Schedule an assessment
                    • Schedule types
                    • Set an assessment generation schedule
                    • Publish a metric type
                    • Generate a scheduled assessment manually
                    • Generate a vendor type assessment manually
                    • Clean up assessment data
                    • Assessment instances
                    • View an assessment instance
                  • Configure trigger conditions for an assessment
                    • Assessment trigger conditions
                  • Enable manager notifications
                    • Assessment notifications
                    • Assessment notification workflow
                  • View a metric result
                    • Assessment results
                    • Assessment Overview dashboard
                    • View assessment reports
                    • Assessment results calculation
                    • View a bubble chart for assessments
                      • Bubble charts for assessments
                      • Create a bubble chart
                      • Bubble chart components
                      • Assessable record score summaries
                  • View an assessment scorecard
                    • Create a link to a scorecard
                    • Assessment scorecard averages
                    • Assessment scorecard categories
                    • Assessment scorecard category metrics
                    • Assessment scorecard head-to-head compare view
                    • Assessment scorecard history
                    • Live feed view of assessable records
                    • Assessment scorecard ratings
                  • Create a decision matrix
                    • Decision matrixes
                • Take an assessment
                  • Assessments in Service Portal and the Now Mobile app
                  • Assessment questionnaires
                • Metric types and assessable records
                  • Delete an assessable record
                  • View an assessable record
              • Assessments reference
                • Data types for assessments
                • Assessment Metric form
                • Metric Category form
                • Assessment Metric form for a category
                • Trigger Condition form for assessments
                • Domain separation and Assessments
            • Installed with Assessments and Surveys
            • Quick start tests for Assessments and Surveys
            • Quizzes
              • Using Quizzes
                • Set up and administer quizzes
                • Data types for quizzes
                • Activate the quiz designer
                • View quiz reports
                • Quiz designer
                  • Create a quiz
                    • Create quiz categories
                    • Create quiz questions
                    • Configure a template question
                    • Configure a scored question
                    • Configure a quiz
                    • Select a quiz recipient
                    • Publish a quiz
                    • Copy a quiz
                  • Edit a quiz
                    • Configure a scored question
                    • Configure a template question
                  • Enable a quiz retake
                  • View a quiz result
                    • View a quiz designer scorecard
                      • View a quiz scorecard
                      • View an assessment category result
                      • Quiz scorecards
                        • Category results
                        • Question results
                        • Average ratings
                        • Scorecard history
                    • Modify the weight of a category
                • Take a quiz
                • View a quiz instance
                • Add a metric category and metric in the question bank for quizzes
                  • Configure metric categories or metrics for a quiz using the question bank
                • Create quizzes with forms
                  • Set up a category
                  • Select a user for a category
                  • Create questions
                  • Create answers for questions
                  • Distribute a quiz
                  • Modify a published quiz
              • Quizzes reference
                • Quiz scorecards
                  • Category results
                  • Question results
                  • Average ratings
                • Question Properties form
                • Quiz reports
          • Classic approvals
            • Approval engines
              • Set up an approval engine
            • Approval rules
              • Set automatic approval rules
              • Gating approvals
                • Set up a gating approval via an approval rule
                • Set up a gating approval based on the item being ordered
              • Process approvals
              • Approve with a process guide
              • Schematic of a hypothetical approval process
            • Approval summarizer formatter
              • Summarizers
                • Change an approval summarizer
                • Create a new custom approval summarizer
            • Approval with e-signature
              • Activate Approval with e-Signature plugin
              • De-activate e-signatures
              • Select an approval table
              • Set up an approval from a local database
              • Use Multi-Provider SSO to set up an SSO approval for a SAML 2.0 authentication
              • Installed with approval with e-signature
            • Approval status
            • Generate an approval using approval rules
            • Generate approvals using the approvers related list
            • Generate approvals using workflows
            • Multiple approvers
            • Receive notifications
              • Embed an approval request within the Outlook email client
            • Dynamic approval forms
            • Scripts and engines execution order
            • Fulfiller experience in Mobile Agent
              • Get started with the mobile app for Approvals
              • Manage a catalog request approval
          • State flows
            • Installed with state flows
            • Use state flows
              • Create a state flow
              • State flow cleanup
              • Work notes
            • Domain separation and State Flows
          • Geolocation
            • Activate geolocation
            • Installed with geolocation
            • Geolocation Google key
            • Geolocation history
            • Location tracking
      • Service Catalog
        • Exploring Service Catalog
          • Service Catalog terms and roles
          • Types of catalog items
            • Record Producer
              • Create a record producer
              • Create record producers from tables
              • Populate record producer data and redirect users
            • Order guides
              • Create an order guide
                • Configure a sequence to fulfill items in order guides
              • Request an order guide
              • Create an order guide rule to add a catalog item
              • Create an order guide variable
                • Create an item variable assignment
                • Cascade an order guide variable
              • Avoid enforcement of a mandatory field
              • Run order guides automatically
            • Define a content item
            • Configure a default width for service catalog variables
            • Define a regular expression for a variable
            • Pass variables between tasks
            • Create or edit a catalog item
            • Add a catalog item
              • Share catalog items across catalogs
            • Service Catalog for managers and end users
              • Service Catalog home page
              • Service Catalog request screens
              • Clone a request
              • View catalog item audit history
              • Saving catalog items to a wish list
            • Service Catalog customization
              • Cart layout
                • Configure the cart layout
                • Configure Service Catalog cart widgets
                • Configure Service Catalog preview screens
                • Configure Service Catalog status screens
                • Migrating to cart layouts
                  • Migrate customizations and enable cart layouts
                • Legacy flexible checkout and delivery forms
                  • Modifications in the delivery screen
                  • Modifications in the checkout form
              • Define item quantity choices
              • Remove item restrictions
              • Using variables for price setup
              • Set a recurring price
              • Extend the pricing model
              • Hiding prices in the service catalog
              • Clone requests
              • Create scripts
                • Create a custom cart
              • Service catalog home page configuration
                • Configure search and navigation
                  • Refine search results
                  • Configure keyword search for catalog items
                  • Configure AI-based catalog search experience
                • Configure preview
                • Create a renderer
                • Customize a catalog homepage
                • Customize the multi-catalog homepage
                • Show item details in sections or pop-ups
              • Configure Classic Mobile devices
                • Define the mobile layout
                • Limit description sizes in the Classic Mobile UI
              • Using the content management system with the service catalog
                • Manage catalogs in CMS sites
                • Set up catalog portal pages
                • Manage catalog portal pages
          • Catalog Builder
          • Service catalog items
            • Specify related items and articles for a catalog item
            • Add an ordered item link to an item
            • Create a Service Catalog client script
            • Translation of Service Catalog items
            • Monitoring aggregated catalog item data
          • Service Catalog item designer
            • Configuring catalog item designer options
              • Define question types
              • Manage approval types
              • Manage task assignment types
              • Review category requests from self-service users
            • Using the catalog item designer
              • Request a category
              • Manage a category
              • Create an item
                • Define an item question
                • Define an item approval
                • Define an item task
                • Define an item section
              • Publish an item
            • Installed with catalog item designer
        • Configuring Service Catalog
          • Service catalog categories
            • Create a category
            • Configure dynamic categories
          • Service catalog setup
            • Set up a service catalog
            • Set up Platform URLs for catalog modules
            • Multiple service catalogs setup
            • Tables provided with multiple service catalogs
          • Service Catalog scoping
            • Scriptable service catalog variables
          • Define filters for My Requests
          • Delegated request experience
            • Configure the default behavior to request items for other users
          • Service Catalog request fulfillment
            • Service catalog workflows
              • Create a catalog workflow
              • Add an activity to a catalog workflow
              • Publish a catalog workflow
            • Execution Plans
              • Create an execution plan
              • Execution plan tasks
              • Creating execution plan tasks
              • Service catalog execution plans
            • Service Catalog checkout models
            • Create a catalog request from another flow
            • Configure a parent mapping for a request
            • State closure in the request fulfillment execution plan
            • View request notifications
          • Service Catalog security
            • Set security for items and categories
              • Create a user criteria record in Service Catalog
              • Apply user criteria to items and categories
              • Extend user criteria
              • User criteria migration
            • Legacy service catalog access controls
              • Service Catalog administration
              • Restrict access
        • Creating a Service Catalog Wizard
          • Create declarative actions for Service Catalog Wizards
        • Setting up the Catalog Builder
          • Configure a step-based service fulfillment flow
          • Create a service fulfillment step type
          • Add a step, section, or question to a catalog item wizard
        • Creating or editing catalog item template
          • Create a catalog item using a template
            • Define a service fulfillment step
            • Catalog builder preview topic conversation
          • Create a question for a catalog item in Catalog Builder
          • Edit a question in Catalog Builder
          • Edit a catalog item in Catalog Builder
            • Add advanced capabilities to a catalog item
            • Discard a catalog item
          • Transfer catalog items using update sets
          • Localization Framework integration with Catalog Builder
        • Integrating Service Catalog
          • Service Catalog in Employee Center portal
            • Associate a catalog item with a taxonomy topic in Employee Center
            • Enable Shopping Cart and Add to Wish List options in Employee Center
            • Add an item to the wish list in Employee Center
            • Add a catalog item to the shopping cart in Employee Center
            • Request a catalog item from Employee Center
            • Request an order guide from Employee Center
          • Service Catalog in Service Portal
            • Access Service Catalog categories in Service Portal
            • Add an item to the wish list in Service Portal
            • Add a catalog item to the shopping cart
            • Request a catalog item from Service Portal
            • Request an order guide from Service Portal
            • Standard ticket page for a requested item
          • Service Catalog in mobile
            • Fulfiller experience in Mobile Agent
              • Get started with the mobile app for Approvals
              • Manage a catalog request approval
            • Request experience in Now Mobile
              • Configure catalogs
              • Browse catalog items using the catalog hierarchy
              • Submit and track a request
              • Create a quick action in your mobile applications
              • Enable notifications in Now Mobile
              • Enable the cart in Now Mobile
              • Edit the label of Submit button for a record producer
              • Configure Now Mobile properties
          • Service Catalog topic blocks in Virtual Agent powered by NLU
            • Submit a request topic conversation
          • Service Catalog topic blocks in Virtual Agent powered by LLM
          • Service Catalog configuration for Universal Request
            • Configure all catalog items or record producers to create a universal request
        • Service Catalog Reference
          • Service Catalog properties
          • Installed with Service Catalog
          • Domain separation and Service Catalog
            • Request for domain separation in Service Catalog
          • Sample ATF tests for Service Catalog in Service Portal
          • Variables to collect data for record producer fields
          • Service catalog variables
            • Types of service catalog variables
              • Variable support in various channels
            • Create a service catalog variable
              • Define help information for a service catalog variable
              • Service Catalog variable attributes
              • Define a question choice for a variable
            • Service catalog data lookup
              • Create a catalog lookup definition
              • Custom data lookup
            • Audit service catalog variables
            • Service Catalog variable editors
              • Configure the default variable editor for a task-extended table
          • Service catalog variable sets
            • Create a variable set and add it to an item
            • Variable set layout
          • Service Catalog parameters
          • Catalog Wizard form
          • Record Producer form
          • Order guide form
          • Catalog Item form
        • Debugging Service Catalog
          • Debug actions on catalog item variables
          • Debug user criteria of a catalog item
          • Debug UI customizations for a Service Catalog page
          • Debug performance diagnostics of a catalog item
          • Debug a Service Catalog variable
          • Item diagnostic report
            • Run the Item Diagnostic Results report
          • Service catalog UI policy
            • Create a UI policy for catalog items
      • Hermes Messaging Service
        • Exploring Hermes Messaging Service
        • Configuring Hermes Messaging Service
          • Hermes Messaging Service activation
          • Set up a secure connection to the Hermes Messaging Service
        • Exchanging data using the Hermes Messaging Service
          • Prepare your Apache Kafka client environment
          • Create a test topic in Hermes using the Kafka client
          • Produce test messages to a Hermes topic using the Kafka client
          • Consume test messages from a Hermes topic using the Kafka client
        • Hermes Messaging Service administration
          • Check the status of and connection to the Hermes Kafka cluster
          • Monitoring topics in the Hermes Kafka cluster
            • View a message in a Hermes topic
          • Managing topics in Hermes
          • Tracking Hermes Messaging Service Message usage
          • Cloning with Hermes Messaging Service enabled
          • View Hermes Messaging Service log messages
        • Hermes Messaging Service reference
          • Hermes Messaging Service components
          • Hermes Messaging Service security model
          • Hermes Messaging Service properties
          • Hermes Messaging Service roles
      • Password Reset
        • Exploring Password Reset
          • Password Reset
          • Password Reset for Virtual Agent
          • Password Reset Windows Application
        • Setting up Password Reset
          • Set up Microsoft Azure AD for Password Reset
          • Set up Microsoft Active Directory for Password Reset
          • Set up Password Reset integration with Okta
          • Set up Password Reset integration with Google Directory
        • Configuring Password Reset
          • Plan your Password Reset processes
          • Configure your Password Reset process
            • Configure password expiration reminder
              • View scheduled jobs
              • View a password expiration table
            • Credential stores for Password Reset
              • Configure the connection to a credential store for the Password Reset processes
              • Credentials Store for Password Reset for Active Directory
                • Integrate Password Reset with your Active Directory service
                • Configure the connection to an AD credential store
              • Credential Store for Password Reset for Microsoft Azure AD
                • Integrate Password Reset with your Microsoft Azure AD
                • Configure the connection to Microsoft Entra ID credential store
              • Test the connection to a credential store
              • Delete a connection to a credential store for Password Reset
            • Password Reset verifications
              • Personal data identification types and confirmation type verifications
              • SMS Code Verification type for Password Reset
                • Use Notify to send SMS codes for enrollment and verification
              • Specify the number of required security questions
            • Configure your Password Reset process to auto-enroll users
            • Enable users to enroll for Password Reset
            • Configuring Password Reset properties
            • Send email to remind users to enroll for Password Reset
              • Customize the Password Reset enrollment reminder email
            • Configure the required strength for passwords
            • Specify lockout for failed login attempts
            • Configure Google reCAPTCHA for the password reset process
          • Customizing Password Reset processes
            • Customize password reset processes and integrate third-party credential services
            • Add a custom question to the Security Questions verification
            • Add a custom header or footer to the user pages for Password Reset
            • Create a Password Reset verification from an existing verification
            • Create a custom Password Reset verification type
            • Create a custom Password Reset verification
            • Create a custom identification type for Password Reset
            • Configure a credential store type to support third-party password auto-generation
            • Asynchronous password reset subflow
            • Create a credential store type for Password Reset
          • Reset a password or unlock a user account with service desk assistance
            • View user requests for password reset
            • Unblock a Password Reset user
          • Integrate Password Reset with a Service Portal widget
          • Integrate Password Reset with a CMS integration
        • Installing and configuring Password Reset Windows Application
          • Password Reset Windows Application installation requirements
          • Request the Password Reset Windows App plugin
          • Download the Password Reset Windows Application installer
          • Install Password Reset Windows Application
            • Use an EXE file from the command line
            • Use an MSI file from the command line
            • Use a wizard
          • Configure security settings for the Password Reset Windows Application
          • Configure the Password Reset Windows Application to use a proxy server
            • Configure an exception policy on your proxy server
            • Configure a proxy server using client credentials method
            • Configure registry keys on your proxy server
            • Configure a proxy server using PAC file (automatic configuration script method)
              • PAC file with registry setting
          • Enable the Password Reset Windows Application to set the display language for the session
          • Integrate McAfee disk encryption with the Password Reset Windows Application
          • Customize the Password Reset Windows Application
          • Limitations of the Password Reset Windows Application
          • Uninstall the Password Reset Windows Application
        • Enrolling in the Password Reset application to reset your password
          • Enroll for the Password Reset program using an authenticator
          • Enroll for the Password Reset program using SMS codes
          • Enroll for the Password Reset program using emailed codes
          • Enroll for the Password Reset program using questions and answers
          • Reset your password on Windows systems
        • Password Reset reference
          • Installed with Password Reset
          • Domain separation and the Password Reset application
          • Password Reset Process form
          • Password Expiration Configuration form
          • System properties for password expiration
          • Password Reset Credential Store form
          • Password Reset global properties
          • Verification types in the base system
          • Password Reset Verification Type form
          • Password Reset Verification form
          • Password Reset script includes
            • Example custom scripts for Password Reset
            • Password Reset extension script categories
            • Password Reset extension scripts
            • Create a Password Reset extension script
          • Password Reset and Password Change reports and logs
          • Actions in Password Reset for Virtual Agent
      • Notify
        • Exploring Notify
          • Notify Twilio Direct driver
          • Notify Zoom connector
          • Notify voice and SMS capabilities
            • How Notify processes incoming calls
          • Notify Cisco Webex Connector
        • Configuring Notify
          • Activate Notify
            • Differences between Notify and Legacy Notify
            • Migrating from Legacy Notify
          • Configure Notify with Twilio
            • Twilio-Direct callback testing
            • Advanced configuration for SMS
            • Advanced configuration for voice
            • Disconnect from a Twilio account
            • Configure Amazon Polly as default voice tone for text to speech
          • Configure Notify Zoom connector in Notify
            • Set up Notify Zoom connector in Zoom
            • Disable Zoom meeting password
          • Configure a provider in Notify
          • Configure SMS opt-out preferences
          • Configure Notify Cisco Webex Connector
            • Install Notify Cisco Webex Connector
            • Create a Cisco Webex app
            • Configure OAuth entity for Notify Cisco Webex
            • Create an OAuth credential record for Notify with Cisco Webex
            • Create a connection and credential alias for Notify connector for Cisco Webex Spoke
            • Make Notify Cisco Webex Connector as default communication channel
            • Manage Notify properties
        • Using Notify
          • Using Notify with SMS
            • SMS Statuses
            • Send an SMS with Zoom meeting invite
            • Outbound communication requirements
          • Using Notify for making conference calls
            • Start a conference call
            • Add participants to a conference call
            • Mute or unmute all participants
            • Mute or remove a conference call participant
            • Send a message to conference call participants
            • Viewing conference call information
            • List of Notify calls
          • Using Notify with tasks
            • Start a conference call from a task
            • Manage conference calls on task
            • Send an SMS alert from a task
          • Using Notify with Incident Communications Management
            • Initiate a conference call from incident communication plan
            • Join and end a conference call from incident communications management
            • Send communication updates for an incident communications plan
          • Using Notify with On-Call Scheduling
            • Set up Notify with On-Call Scheduling
            • Controlling the on-call communication channel with Notify
              • On-Call Assign by Acknowledgement workflow
            • Call a user from the WebRTC UI
            • Key differences between on-call scheduling with NotifyNow and with Notify
          • Using the Notify Cisco Webex Connector with a major incident
            • Create a collaborative communication task from MIM workbench
            • Initiate Notify Cisco Webex conference from MIM workbench
            • Add participants to a conference call
            • Join a conference call
        • Notify reference
          • Differences between Notify-Twilio and Notify-Twilio Direct
          • Migrate to Notify-Twilio Direct driver
          • Public URLs
          • Components installed with Twilio Direct driver
            • Business rules installed with Twilio Direct driver
            • Tables installed with Twilio Direct driver
          • Numbers and number groups
            • Create a number group
            • Associate a number to a number group
          • Notify workflow activities
            • Join conference call workflow activity
            • Call workflow activity
            • Send SMS workflow activity
            • Forward call workflow activity
            • Input workflow activity
            • Hangup workflow activity
            • Play workflow activity
            • Record workflow activity
            • Reject workflow
            • Say workflow activity
            • Forward to notify client workflow activity
            • Queue workflow activity
            • Notify activity event handlers
            • Creating Notify activities
            • Notify languages
            • Available Notify activity event handlers
          • Components installed with Notify
            • Roles installed with Notify
            • Tables installed with Notify
            • Properties installed with Notify
            • Business rules installed with Notify
    • Manage people and work capabilities
      • Advanced Work Assignment
        • Exploring Advanced Work Assignment
        • Configuring Advanced Work Assignment
          • Advanced Work Assignment home page
          • Get started with Advanced Work Assignment
            • Activate Advanced Work Assignment
            • Activate related plugins for Advanced Work Assignment
            • Move from Connect Support to Advanced Work Assignment and Agent Chat
          • Install Conversational SMS service channel
          • Activate Agent Affinity
          • Activate Conversational Messaging
          • Service channels
            • Service channel capacity and utilization
              • Create or configure a service channel
            • Conversational SMS service channel
              • Set up the Conversational SMS service channel
            • Set up a custom service channel
              • Tutorial: Set up a custom service channel for change requests
            • Inbox layout
              • Create or change an inbox layout
            • Override agent capacity for selected agents
            • Create or change a work item size override
          • Work items
            • Work item queues
              • Create a work item queue
              • Define agent pools eligible for assignment
              • Set work item sort order
              • Create and manage queue triggers
              • External routing overview
              • Use external routing for queues
              • Tutorial: Route interactions by context
          • Work assignments
            • Configure agent assignment rules
              • Tutorial: Automatically assign work to agents by skill
          • Using Agent Affinity
            • Configure Agent Affinity rules
            • Set Agent Affinity rules
            • Deactivate Agent Affinity
          • Agent Inbox controls
            • Configure agent presence states
            • Configure reasons for rejecting work items
            • Configure reassignable settings
          • Management
            • Configure an agent's maximum universal capacity
            • Create or change groups for Advanced Work Assignment queues
            • AWA post work item subflow
          • Configure messaging actions
          • Enable logging for Advanced Work Assignment
        • Using Advanced Work Assignment
          • Check for an agent's presence and capacity
          • Check unassigned interactions
          • Check unassigned task work items
          • Check work items and AWA events
          • Agent initiated SMS conversation
          • Compose an SMS conversation
        • Analytics & Reporting Solutions
          • Using Advanced analytics to access AWA dashboards
          • Operations dashboard
          • Platform Analytics Solution for Advanced Work Assignment
            • Advanced Work Assignment dashboard for interactions
            • Advanced Work Assignment dashboard for operations
            • Advanced Work Assignment dashboard for tasks
            • Advanced Work Assignment dashboard for messaging
        • Advanced Work Assignment reference
          • Assignment Rule form
          • Domain separation and Advanced Work Assignment
          • Components installed with Advanced Work Assignment
          • Properties for Advanced Work Assignment
          • Advanced Work Assignment monitoring page
          • Advanced Work Assignment roles
      • Skills Management
        • Exploring Skills Management
        • Configuring Skills Management
          • Define the skill taxonomy
            • Create skill categories using sample data
          • Define a skill level type
          • Add a skill
        • Using Skills Management
          • Assigning and Managing skills
            • Assign skill proficiency levels for skills
          • Associating skills with work items
            • Assign skills to tasks
          • Routing work items to agents based on skills
            • Learn how Skill Determination works
            • Add a business rule for skill determination
            • Create Skill Determination rules to assign skills to work items
            • Qualify and rank users based on skills and skill levels
        • Reference for Skills Management
          • Domain separation and Skills Management
          • Quick start tests for Skills Management
          • Extension points in Skills Management
      • Omnichannel Callback
        • Exploring Omnichannel Callback
        • Configuring Omnichannel Callback
          • Get started with Omnichannel Callback
          • Install Omnichannel Callback
          • Configure callback behavior for a channel
          • Customize a default callback topic
        • Working on callback records
        • Omnichannel Callback reference
          • Components installed with Omnichannel Callback
          • Domain separation and Omnichannel Callback
      • Zoom extension for Omnichannel Callback
        • Install Zoom extension for Omnichannel Callback
          • Components installed with Zoom extension for Omnichannel Callback
        • Setting up Zoom extension for Omnichannel Callback
          • Setting up the Zoom spoke for Zoom extension for Omnichannel Callback
          • Setting up Notify Zoom connector for Zoom extension for Omnichannel Callback
          • Configure a Zoom webhook for Zoom extension for Omnichannel Callback
          • Configure the Zoom channel for callbacks over Zoom
      • Proactive Triggers
        • Exploring Proactive Triggers
          • How Proactive Triggers work
        • Installing Proactive Triggers
          • Enable Proactive Triggers
          • Application scopes
        • Configuring Proactive Triggers
          • Create rules and actions for Proactive Triggers
          • Create custom trigger types
          • Multiple Proactive Triggers rules and actions
          • Manage Proactive Triggers
        • Proactive Triggers reference
          • Components installed with the Proactive Triggers feature
            • Proactive Triggers roles
          • Domain separation and Proactive Triggers
          • Proactive Rule form
          • Proactive Action form
      • Interaction Management
        • Activating the Interaction Management system
        • Configuring Interaction Management
          • Interaction states
          • Interaction context and channel metadata
          • Interaction wrap up
            • Interaction form
            • Interaction wrap up timer
            • Interaction wrap up scheduled job
            • Create an interaction wrap up configuration
        • Using Interaction Management
          • Create an interaction
          • Associate a record with an interaction
        • Interaction Management reference
          • Components installed with Interaction Management
      • Live Feed Core UI
        • Exploring Live Feed Core UI
          • Live Feed browser support
        • Activating Live Feed
        • Administering Live Feed
          • Document feeds
            • Add a Live Feed UI action on a table
            • Configure document feeds
            • Security configuration for document feeds
            • Disable a record feed
            • Disable a document feed
            • Business rule installed with Live Feed Document
          • Record feeds
            • Activate the Live Feed Document plugin
            • Configure record feeds
              • Add Live Feed to a form header
              • Add Live Feed to a context menu
            • Disable a record feed
            • Configure security
          • Live Feed table notifications
            • Set up table notifications for task tables
            • Set up table notifications for non-task tables
            • Live Feed table notification examples
              • Workaround posted
              • Problem resolved (advanced)
              • Opportunity won (non-task)
              • Related feeds table notification
          • Live Feed security and table access
            • Limit Live Feed access by role
            • Manage Live Feed message content
            • Live Feed team security
            • Restrict hashtag renaming
          • Provide access to Live Feed from CMS pages
        • Using Live Feed
          • Use hashtags in Live Feed
            • Tag messages
            • View an available hashtag
            • Change a hashtag name and merge a hashtag
            • Add an image to a hashtag
            • Follow and unfollow a hashtag
            • Remove a hashtag from a posted message
          • Use teams in Live Feed
            • Create a Live Feed team
            • use/live-feed/concept/c_AutomaticTeamCreation.html
            • Join a team
            • View a team feed
            • View a team member
            • Invite a new member
            • Remove a member
            • Subscribe to team and email notification
            • Subscribe a team to feed notification
            • use/live-feed/concept/c_ReplyEmailNotifUseEmail.html
            • Leave a team
            • Modify a team
            • Manage a membership request
            • Delete a team
          • Use Live Feed to work on records
            • Add Live Feed to a homepage
            • Modifying and deleting document feeds
            • Viewing Live Feed from records
            • Working with record feeds
              • Follow a record feed from a form
              • Follow a record feed from a list
              • Post a message to a record feed
          • Use feeds in Live Feed
            • Create a group feed
            • Create record feeds
            • Control how Live Feed is enabled for records
            • View the activity stream in record feeds
            • Participate in a feed
            • Mark a feed as a favorite
            • View a feed
            • View a feed member
            • Invite a new member to a group feed
            • Invite a new member to a record feed
            • Remove a member from a feed
            • Subscribe to a feed
            • Navigate between Live Feed and other modules
            • Leave a feed
            • Delete a feed
          • Live Feed UI overview
            • Update your Live Feed profile
            • Work with Live Feed messages
            • View another Live Feed user
            • Follow other Live Feed users
            • Select feeds
            • Follow feeds
            • Bookmark feeds and hashtags
            • Add Live Feed to your homepage
          • Post content in Live Feed
            • Post a Live Feed message
            • Reply to a Live Feed message
            • use/live-feed/concept/c_AttToMessages.html
            • Attach a file to a post or reply
            • Copy an image from the clipboard
            • Add a link to a post or reply
            • Add a knowledge article link to a post or reply
            • Add a poll to a message
            • Add mentions to a message
            • Like a message
            • Delete a message
        • Live Feed reference
          • Domain separation in Live Feed
          • Components installed with Live Feed
            • Tables installed with Live Feed
            • User roles installed with Live Feed
            • Script includes installed with Live Feed
            • Business rules installed with Live Feed
            • Email notifications installed with Live Feed
      • E-signature
        • Activating e-signature
        • Using e-signature
          • Create or modify an e-signature template
        • E-signature reference
          • Components installed with e-signature
      • Exploring ServiceNow Voice
        • ServiceNow Voice
      • Setting up ServiceNow Voice
        • Install ServiceNow Voice applications
        • Domain separation and ServiceNow Voice
        • Configuring a phone PIN
        • Configure the E.164 format for a consumer phone number
        • Configuring CTI component logging
        • Configure Real Time Transcription for ServiceNow Voice Customer Service Management
          • Set up Real-Time Transcription for ServiceNow Voice
        • Scripting for operation handlers
          • Provider configuration in Voice
          • Extension points in Voice
      • Using Voice
      • Integrating Voice with other applications
        • Integrate ServiceNow Voice with Amazon Connect
          • Configure a contact flow for an automated caller interaction
        • Integrating ServiceNow Voice with ITSM
        • Integrating ServiceNow Voice with CSM
          • Install ServiceNow Voice for CSM
          • Configuring the phone PIN settings for ServiceNow Voice
          • Real time transcriptions for ServiceNow Voice for Customer Service Management
        • Integrating ServiceNow® Voice with Virtual Agent
      • ServiceNow Voice reference
        • Components installed with ServiceNow Voice Core
        • Components installed with Amazon Connect Integration with ServiceNow Voice
        • Components installed with ServiceNow Voice for ITSM
        • Components installed with ServiceNow Voice for CSM
    • Now Platform Legacy Capabilities
      • Connect
        • Supported browsers for Connect Chat
        • Activate Connect
        • Activate Connect Support
        • Connect interface
          • Connect overlay
          • Connect workspace
        • Enable or disable Connect notifications globally
        • Edit which notifications you receive for a conversation
        • Upload a profile picture
        • Drag a file into a Connect conversation
        • Share a Visual Task Board in a Connect conversation
        • Mention a user in a Connect conversation
        • Connect administration
          • Properties for Connect
          • Configure the polling interval
          • Disable the Connect overlay
          • Customize the Connect audio notification sound
          • Administer Connect actions
          • Configure the fields on a record card in Connect
          • Disable specific URLs for Connect
        • Connect Chat
          • Connect Chat use
            • Start a direct or group conversation
            • Follow a record in Connect
            • Edit basic conversation details
            • Add or remove conversation members
            • Create a Connect conversation from a Visual Task Board
          • Connect Chat administration
        • Connect Support
          • Monitor incoming Connect Support conversations
          • Share knowledge in a Connect Support conversation
          • Transfer a Connect Support conversation to a different agent or queue
          • Add a user to a Connect Support conversation
          • Escalate a Connect Support conversation
          • Connect Support chat states
          • Connect Support administration
            • Migrate from legacy chat to Connect Support
            • Properties for Connect Support
            • Administer Connect Support queues
            • Make a Connect Support queue accessible to end users
            • Add a scripted extension point for Connect Support chats
            • Connect Support metrics
            • Configure the add support users property
          • Service Desk Chat Platform Analytics Solutions
          • Connect Support and Service Portal
      • Classic Orchestration
        • Introduction to Orchestration
        • Domain separation and Orchestration
        • Activate Orchestration
          • List of Orchestration plugins
          • Orchestration Runtime plugin
          • List of Orchestration activities
          • Available activity packs
          • Deprecated Orchestration activities
            • Reactivate a deprecated activity
            • SOAP Message workflow activity
            • Probes used by Orchestration
            • PowerShell activities
            • SSH activities
        • Orchestration applications
          • Orchestration ROI
            • Create Orchestration ROI labor rate cards
            • Create an Orchestration ROI automation entry record
            • Create an Orchestration ROI correlated task rule
            • Configure the time range for Orchestration ROI calculations
            • Installed with Orchestration ROI
            • Orchestration ROI reports
              • Orchestration ROI standard reports
              • Orchestration ROI premium reports
          • Client Software Distribution
            • Request client software distribution
            • Installed with client software distribution
            • Create licenses and counters for distributed software
            • Extend a software lease
            • Client software distribution from SCCM
              • Configuring SCCM
                • Configure the Application Administrator role on the SCCM server
                • Update the SCCM cmdlet libraries
                • Configure the MID Server for SCCM activities
                • Create Windows credentials for SCCM deployments
                • Retrieve SCCM data for client software distribution
                • Set up a software model for an SCCM application
                • Define an SCCM configuration
                • Create a catalog item for an SCCM application
              • SCCM deployment
              • Client software distribution validation process
              • SCCM software revocation
            • Client software distribution dashboard
            • Client software distribution extension framework
              • Configure client software distribution providers
              • Client software distribution extension keys
              • Client software distribution extension points
        • Orchestration examples
          • Active Directory automation example
        • Orchestration activity packs
          • Use an activity pack
          • Active Directory activity pack
            • Add User to Group AD activity
            • Change AD User Password activity
            • Create AD Object activity
            • Disable AD User Account activity
            • Enable AD User Account activity
            • Is AD Account Locked activity
            • Query AD activity
            • Remove AD Object activity
            • Remove User from Group AD activity
            • Reset AD User Password activity
            • Unlock AD Account activity
            • Update AD Object activity
          • Azure AD activity pack
            • Add User to Group Azure AD activity
            • Assign User License Azure AD activity
            • Create User Azure AD activity
            • Delete User Azure AD activity
            • Get User Info Azure AD activity
            • Remove User from Group Azure AD activity
            • Remove User License Azure AD activity
            • Reset User Password Azure AD activity
          • Exchange activity pack
            • Configure MID Server for Exchange
            • Pass multivalued properties with an Exchange activity
            • Create Address List activity
            • Delete Address List activity
            • Get Address List activity
            • Move Address List activity
            • Set Address List activity
            • Update Address List activity
            • Create Mailbox activity
            • Delete Mailbox activity
            • Disable Mailbox activity
            • Enable Mailbox activity
            • Get Mailbox activity
            • Set Mailbox activity
          • F5 Network Management activity pack
            • Add F5 Pool Member activity
            • Get F5 Pool Member activity
            • Delete F5 Virtual Server activity
            • Check F5 Pool activity
            • Add F5 Profile to Virtual Server activity
            • Modify F5 Virtual Server activity
            • Add F5 Virtual Server activity
            • Delete F5 Pool Member activity
            • Delete F5 Pool activity
            • Add F5 Pool activity
          • Infoblox DDI activity pack
            • Create a REST credential for Infoblox activities
            • Infoblox workflows
            • Infoblox roles and permissions
            • Infoblox DHCP activities
            • Infoblox DNS activities
            • Infoblox IPAM activities
            • Infoblox network activities
          • PowerShell activity pack
            • PowerShell activity designer
            • PowerShell protocols and troubleshooting
              • MID Server PowerShell files
              • PowerShell troubleshooting
            • Join Domain activity
            • Install Windows App activity
            • Change Service State activity
            • Restart Windows Server activity
            • Uninstall Windows App activity
          • Probe activity pack
          • SCCM activity pack
            • Request SCCM activities
            • Configure the MID Server for SCCM activities
            • Add to Device Collection activity
            • Add to User Collection activity
            • Get Applications activity
            • Get Deployments activity
            • Get Device Collections activity
            • Get User Collections activity
            • Is Device in Collection activity
            • Is User in Collection activity
            • Remove from Device Collection activity
            • Remove from User Collection activity
          • SFTP File Transfer activity pack
            • SFTP File Transfer workflow
            • Copy File activity
            • Create Directory activity
            • Get File List activity
            • Remove File or Directory activity
            • Rename File or Directory activity
            • Set File Attributes activity
          • SSH activity pack
            • Secure Copy activity
            • Files Compare activity
            • File Read activity
            • File Write activity
            • File Copy activity
            • File Replace String activity
            • Reset Linux User Password activity
          • Global activities
        • Orchestration activity designer
          • Introduction to credentials, connections, and aliases for Orchestration
          • Create custom activities using custom activity designer templates
            • General properties for activity designer templates
            • Create input variables
            • Data encryption for activity variables
            • Activity designer template pre-processing fields
            • Template post-processing fields
            • Auto-map activity output variables
            • Create an output variable
            • Create a parsing rule
            • Activity conditions
          • Orchestration custom activity templates
            • Create a JDBC activity
            • Create a SOAP web service activity
              • Auto-map SOAP activity output variables
              • Configure the SOAP execution command
              • SOAP template execution parameters
              • Create a JavaScript array in a SOAP template
              • SOAP template post-processing parameters
            • Create a JavaScript Probe activity
            • Create a PowerShell activity
            • Create a REST web service activity
            • Create an SFTP activity
            • Create a probe activity
            • Create an SSH activity
            • Create a run script activity
            • Create a JMS activity
          • Activity scoping
          • Publish a custom activity
          • Copy a custom activity
        • Orchestration databus
        • MID Servers for Orchestration
          • MID Server capabilities
            • Configure MID Server capabilities
          • Select the default MID Server for Orchestration
          • PowerShell probe version 2 system property
          • PowerShell log property
        • Use the Orchestration Usage dashboard
      • Legacy: Chat
        • Legacy: Get started with Chat
        • Legacy: Installed with Chat
        • Legacy: Chat use
          • Legacy: Update your profile
          • Legacy: Update your status
          • Legacy: Use your favorites list
            • Legacy: Add a favorite user
            • Legacy: Remove a favorite user
            • Legacy: View an online user
            • Legacy: View a room
          • Legacy: Start a one-to-one chat
          • Legacy: Create a chat room
            • Legacy: Create a chat room for a task
          • Legacy: Join one-to-one chats
          • Legacy: Join a chat room
            • Legacy: Join a chat room for a task
            • Legacy: Join a chat room from a task record without an invitation
          • Legacy: Chat windows
            • Legacy: Send messages in legacy chat
            • Legacy: Send emoticons in legacy chat messages (smileys)
            • Legacy: Change the display
            • Legacy: Invite a user into a chat
            • Legacy: Add a favorite room
            • Legacy: Remove a favorite room
          • Legacy: Set your chat preferences
          • Legacy: Delete a chat room
        • Legacy chat administration
          • Define chat room access rights
          • Change chat room message read access
          • View a legacy chat message as a journal field
          • Chat actions
            • Add actions to the legacy chat window menu
            • Chat action details
            • Available methods associated with the g_chat variable
        • Legacy: Help desk chat
          • Legacy: Use help desk chat to get support
          • Legacy: Use help desk chat to provide support
            • Legacy: Set up chat queues for help desk chat
              • Define a chat queue for legacy chat
              • Assign service desk staff to a chat queue
              • Make help desk chat accessible to an end user
                • Add a custom link elsewhere on the ESS portal
                  • Link syntax
              • Monitor chat queues
                • Monitor help desk chat tasks
      • Legacy Notify
        • Working with Legacy Notify
          • View a Legacy Notify question
            • Create a question in Legacy Notify
            • Create a new response choice in Legacy Notify
          • View Legacy Notify messages
          • View Legacy Notify conversations
          • View Legacy Notify conference calls
            • Legacy public conference calls
        • Administering Legacy Notify
          • Configuring legacy Notify to use the Twilio service
            • Associate a Twilio account with Legacy Notify
            • Configuring the Twilio service with endpoints in legacy Notify
          • View and edit legacy Notify properties
            • Legacy Notify account status messages
          • Manage Legacy Notify conference call participants
        • Installed with Legacy Notify
        • NotifyNow (Legacy) - Global
          • NotifyNow - getReadyState()
          • NotifyNow - getStatus()
          • NotifyNow - initiateConferenceCall(String[] conferenceCallParticipants, String conferenceCallTitle)
          • NotifyNow - initiateConferenceCall(String[] conferenceCallParticipants, String conferenceCallTitle, GlideRecord sourceRecord, Boolean private)
          • NotifyNow - isCallable(String participant)
          • NotifyNow - isSMSCapable()
          • NotifyNow - isSMSCapable(String userID)
          • NotifyNow - isVoiceCapable()
          • NotifyNow - isVoiceCapable(String userID)
          • NotifyNow - kick(GlideRecord participant)
          • NotifyNow - mute(GlideRecord participant)
          • NotifyNow - umute(GlideRecord participant)
          • NotifyNow - sendEmailQuestion(String emailAddress, String question, GlideRecord sourceRecord, String emailSubject)
          • NotifyNow - sendSMS(String phoneNumber, String smsBody)
          • NotifyNow - sendSMS(String phoneNumber, String smsBody, GlideRecord source)
          • NotifyNow - sendSMSQuestion(String phoneNumber, String question, GlideRecord sourceRecord)
          • NotifyNow - addConferenceCallParticipant(String conferenceCall, String participant)
          • NotifyNow - convertLocalPhoneNumberToE164(String userID, String phoneNumber)
          • NotifyNow - getConferenceCallParticipants(String conferenceCallId, Boolean isCallable)
          • NotifyNow - getFrequentlyCalledUsers(Number limit)
          • NotifyNow - getPreferredE164VoiceNumber(GlideRecord user)
          • NotifyNow - getPreferredE164SMSNumber(GlideRecord user)
          • NotifyNow - getPreferredEmailAddress(GlideRecord user)
      • Task Communications Management
        • Task Communications Management process
        • Task Communications Management plugins
          • Activate Task Communications Management
            • Components installed with Task Communications Management
          • Install Collaboration Services for Task Communications Management
            • Components installed with Collaboration Services for Task Communications Management
        • Working with Task Communications Management
          • Define a communication plan
            • Define a communication task
            • Define a communication channel
            • Define a communication contact
          • Define a recipient list for communication contact
          • Create a plan type
          • Create a task type
          • Define contact responsibilities
          • View communication channel configuration
          • Configure Slack for a communication task
      • Classic Workflow
        • Getting started with workflows
        • Workflow editor
          • Workflow palette
          • Workflow editor title bar
          • Workflow editor keyboard navigation
            • Welcome page keyboard commands
            • Workflow drawing canvas keyboard commands
        • Workflow management
          • Create a workflow
            • Workflow properties
            • Create a workflow from a table
            • Create a workflow for a new service catalog item
            • Create a workflow for an SLA Definition
            • Ending workflows with multiple branches
          • Work on workflows
          • Workflows used as subflows
            • Pass a variable from a workflow to a subflow
            • Prepare a subflow
          • Using variables in a workflow
          • Workflow catalog variables
          • Workflow events
            • Workflow events in the base system
              • Glide events relative to workflows
              • Workflow event-specific functions
              • Event-specific workflow activities
          • Workflow stages
            • Use workflow stages
            • Add and translate stages
            • Workflow stage sets
            • Create a workflow stage field
              • Select a stage field
              • Display approvers in workflow stage fields
              • Workflow stage field icons and tooltips
              • Workflow stage renderers
            • Workflow fields with deleted records
          • Workflow validation
            • Workflow validator
              • ValidateTransitionOut
              • ValidateTransitionIn
              • ValidateDanglingTransition
              • ValidateSubflows
              • ValidateScriptForCurrentDotUpdate
              • ValidateLowestCommonTable
              • ValidateTableChange
              • ValidateParentFlow
              • ValidateSingleEnd
              • ValidateUpdateSetDependencies
              • ValidateUpdateSetParentDependencies
              • ValidateInputVarUpdateSetDependencies
              • ValidateWorkflowEndStages
              • ValidateWorkflowStageColumn
              • ValidateWorkflowStateValues
        • Workflow concepts
          • Workflow versions
          • Workflow scope
          • Domain separation and Workflow
          • Workflows and data separation
          • Workflow engine operation order
          • Workflow tables
        • Workflow administration
          • Workflow roles
          • Administering workflow contexts
            • Cancel a workflow
          • Scheduling a workflow
          • Workflow movement with update sets
          • Input variable movement
            • Input variable movement use case - two input variables
            • Input variable removal
            • Avoiding duplicate workflows
          • Workflow timelines
          • Workflow error handling
            • Workflow error tracking features
            • Create an error condition exit
            • Reconfigure an approval condition
          • Workflow run time metrics
          • Workflow pause utility
            • Activate workflow pause utility
            • Pause and resume individual workflows
            • Pause and resume all or multiple workflows
            • Monitor workflow pause requests
          • Encrypted workflow scratchpad
        • Troubleshoot workflows
        • Use the Workflow Operations Dashboard
        • Workflow performance timing
        • Workflow activities
          • Workflow activities reference
            • Approval and rollback workflow activities
              • Approval Action workflow activity
              • Approval Coordinator workflow activity
              • Approval - Group workflow activity
              • Approval - User workflow activity
              • Generate workflow activity
              • Manual Approvals workflow activity
              • Rollback To workflow activity
            • Condition Workflow activities
              • If workflow activity
              • Switch workflow activity
              • Wait for condition workflow activity
              • Wait for WF Event workflow activity
            • Notify workflow activities
              • Forward call workflow activity
              • Input workflow activity
              • Hangup workflow activity
              • Play workflow activity
              • Record workflow activity
              • Reject workflow
              • Say workflow activity
              • Forward to notify client workflow activity
              • Call workflow activity
              • Join conference call workflow activity
              • Send SMS workflow activity
              • Queue workflow activity
            • Workflow notification activities
              • Create Event workflow activity
              • Notification workflow activity
            • Timer workflow activities
              • SLA Percentage Timer workflow activity
              • Timer workflow activity
            • Task workflow activities
              • Add Worknote workflow activity
              • Attachment Note workflow activity
              • Catalog Task workflow activity
              • Create Task workflow activity
            • Utility workflow activities
              • Branch workflow activity
              • Join workflow activity
              • Lock workflow activity
              • Log Message workflow activity
              • Log Trace Message workflow activity
              • REST Message legacy workflow activity
              • Return Value workflow activity
              • Run Script workflow activity
              • Set Values workflow activity
              • SOAP Message legacy workflow activity
              • Turnstile workflow activity
              • Unlock workflow activity
            • Subflow activities in workflow
              • Parallel Flow Launcher workflow activity
                • WorkflowCoordinator object
                • Completed subflow values in scripts
                • Parallel Flow Launcher example
          • View workflow activity descriptions
          • Add an activity to a workflow
          • Manage transitions between workflow activities
          • Manage workflow activity conditions
          • Edit the workflow activity properties form
          • Using workflow approval activities and rolling back workflows
          • Using variables in Notify workflow activities
          • Use multiple timer activities in one workflow
          • Publish a custom workflow activity
          • Workflow activity pinning
    • ATF Test Generator and Cloud Runner
      • ATF Test Generator and Cloud Runner overview
      • Setting up cloud user
      • Generating the tests
      • Executing the tests using Cloud Runner
        • Parallel testing using Cloud Runner
      • Scheduling test execution
      • ATF Test Generator and Cloud Runner reference
        • Log entries in the BOQ form
        • ATF Test Generator and Cloud Runner roles
    • HTTP Response Headers
      • Configure HTTP response headers
    • Response templates
      • Activate response templates
        • Components installed with response templates
      • Create or modify a response template
    • Policy as Code Engine (PaCE)
      • Understanding PaCE
        • Key user personas and roles
        • PaCE administration life cycle
      • Install PaCE
      • Administer PaCE policies
        • Manage PaCE policies
          • View existing PaCE policies
          • Create a PaCE policy
          • Activate or deactivate a PaCE policy
          • Duplicate a PaCE policy
          • Edit a PaCE policy
          • Delete a PaCE policy
          • Duplicate PaCE policy versions
          • Map PaCE policies
            • Define mappings for a PaCE policy
            • Edit mapping inputs
          • PaCE Static and Dynamic Mapping
            • Map PaCE policies using Static Mapping
            • Map PaCE policies using Dynamic Mapping
              • Request an exception for Dynamic Mapping
          • Create a PaCE policy template
        • Manage PaCE policy versions
          • PaCE policy version states
          • Create new PaCE policy versions
            • Create a PaCE policy version
            • Create a PaCE policy version using low-code
              • Policy logic condition fields
            • Create a copy of a PaCE policy version
            • Duplicate PaCE policy versions
            • Edit a PaCE policy script
          • Publish a PaCE policy version
          • Edit a draft PaCE policy version
          • Edit a current or archived PaCE policy version
          • Compare PaCE policy versions
          • Delete a PaCE policy version
        • Passing parameters to PaCE policies
          • Create a new variable for a policy version
            • Data type descriptions
          • Create a data collector for a policy version
          • Structure of a data collector
          • Activate and build data collectors
          • Test a data collector for a policy version
          • Add data collectors to a policy version
        • Use the Test Playground for PaCE policies
          • Test updates to a PaCE policy version
          • Review execution output and decision
          • Review execution log
        • Execute policies
          • Review executed policy activity
        • Manage PaCE policy categories and tags
          • Managing categories in PaCE
            • Create a category
            • Edit categories
            • View PaCE policies associated with a category
          • Managing tags in PaCE
            • Add tags to PaCE policies
            • Edit PaCE policy tags
            • View PaCE policies associated with a tag
      • How to write and test custom PaCE policies
        • Structure of a PaCE policy script
        • Policy invocation API
          • Sample API
        • PaCE API invocation parameters
      • About policy exceptions
        • Enable exceptions for a policy
        • Disable exceptions for a policy
        • Request exception for a policy
        • Withdraw an exception request
      • Integrating PaCE with other applications
HomeVancouver Now Platform Capabilities...Extend Now Platform capabilitiesConversational InterfacesVirtual AgentIntegrating Virtual Agent with other channelsVirtual Agent integration with Voice channelsConversational Integration with AlexaConfigure Conversational Integration with AlexaAccount linking with AlexaLink your account using the Alexa appCurrent page
Table of Contents

Link your account using the Alexa app

  •  
    • Vancouver
    • Yokohama
    • Xanadu
    • Washington DC
  • UpdatedAug 3, 2023
  • 1 minute read
    • Vancouver
    • Virtual Agent
The Vancouver release is no longer supported. As such, the product documentation and release notes are provided for informational purposes only, and will not be updated.

Link your ServiceNow account using your Alexa mobile application.

Before you begin

Role required: admin

Procedure

  1. Download the Alexa app on your Android or iOS device.
  2. Log in with the same email address that you used for the Amazon developer account.
  3. In the lower-right area of the app, click More.
  4. Select Skills & Games.
  5. Select Your Skills tab.
  6. Click Dev.
  7. Select the skill that you created.
  8. If the enable skill button does not appear, click Disable Skill.
  9. Click Enable.
  10. Log in with the ServiceNow® instance credentials of any user of the instance.
    You should see that the account is linked.
    Note: Insert the user record in the provider_user_map record to complete the account linking.
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