Guided Tours is a feature in ServiceNow that assists users in onboarding and training processes. It provides step-by-step walkthroughs and interactive tutorials to help you understand and utilize the platform's capabilities. Guided Tours are supported in Configurable Workspaces to instruct users how to use features in your workspace.

Create a Guided Tour in Configurable Workspaces

To create a Guided Tour in your Configurable Workspace, see Create a guided tour.

Example: Create an incident using Service Operations Workspace

The following is an example of how you can use Guided Tours to explain to a user the steps to create an Incident in your workspace. In this example it shows the introduction, callouts, callout steps, and the conclusion for your tour.

  1. Navigate to All > Guided Tours Designer > Create Tour.
  2. Fill in the new guided tour form.
  3. Select the Create Tour button.
  4. The Guided Tour Designer window opens with the page that is selected in the steps above.

Guided tour introduction

The introduction is used to explain to the users about the goal of the tour and what information can be expected from the tour.
Figure 1. Guided tour introduction
Guided Tours callout introduction.

Guided tour callouts

Callouts direct the user, with step-by-step guidance, to navigate and operate within the workspace. You can drag callouts anywhere within your workspace to give more context on the screen or instruction for the task. You can choose how the callout is displayed in the area you want to provide more information about. The options for the callout displays are:
  • Above
  • Below
  • To the left
  • To the right
For example, in this scenario, the callouts direct the user to navigate to the list view and look for the Incidents tab. As you create your tour steps list, you can also drag the steps in the list to reorder them.
Figure 2. Guided tour callouts
Guided Tours callout list.

You can create steps on multiple pages and areas within the workspace. You can also configure the triggers that will advance the user to the next step. As the user selects through the tour, the next callout step displays after the trigger is completed. In this example, the trigger is configured to go to the next step on after selecting the next button.

Figure 3. Guided tour callout steps
Guided tours callout steps.
Note: As you create your tour, be sure to identify areas that may be confusing or need extra attention.
At the completion of the tour, the user is presented with a conclusion notifying the provided the tour is finished. Here you can direct your users to check out other tours, or give them follow-up information of what to do next now that they’ve completed the tour.
Figure 4. Guided tour conclusion
Guided tour callout conclusion.

After you have completed creating your tour, you can select to preview the tour to make sure it displays and guides the user properly before submitting.