Welcome To ServiceNow: Systems Admin Card

ServiceNow Capabilities are:

- Provides all users with high-performance business services that makes work better for you -Collaborate with your colleagues and share data across the enterprise by interacting in a single instance -Provides reliable multi-instance cloud services.

Next Experience features and menus

-All Menu -Filter Navigator -Pinning Menus -Adding and customizing favorites -History Menu -Workspaces Menu

FORMS: 1 Form Anatomy Sidebar = Sidebars allow agents to have real-time collaboration with others based around task-based or interaction-based records, while in a Workspace.

-Start a new discussion or access existing ones -Edit or delete a message -Return to a previous Sidebar discussion -Callout specific users (enter @user [user's name in the Platform]) -Access All messages, Unread, Mentions, and Favorites

ServiceNow Platform Interfaces are:

-The Next Experience -Now Mobile App -Service Portal -Employee Center

FORMS: Personalization, Templates, and Saving Options Personalizing Forms (Cont)

1 - Cleared Field (unchecked box) 2 - Hide Field Icon 3 - Reset

FORMS: Form Anatomy Form Headers

1 Back: If you are viewing a list and select a record to navigate to a form, this back button will lead you back to the original list of records. 2 Form Context Menu (Additional actions): provides additional options specific to the form. Save can be found in the Form Context Menu and is used to save a form while remaining on a page. Depending on which type of form you viewing, options may vary. You may also right-click on a form header in order to save a record. 3 Re cord title: displays the name of the record. If the record is anything other than the Default view, the view name will also display in the form title. 4 Manage Attachments: Add or remove files by selecting the file attachment (paperclip) icon. 5 Activity Stream: Displays the list of activities, or history on a form. It provides an easy way to track items not displayed within a field in the record (for example, journal fields like comments and work notes).

LISTS & FILTERS: List Views & Personalization List Anatomy 1 Title bar: 2 Breadcrumbs: 3 Column header search: 4 Column headers: 5 Field values:

1 Title bar: Displays the list title and view name (when not on the default view), as well as search list values. The filter icon allows you to create custom filters on your list. The gear icon allows you to personalize the list. 2 Breadcrumbs: Offers a quick form of filter navigation. Breadcrumbs are created by using the condition builder to apply filters to a list (see next lesson, "Filters and Tags"). 3 Column header search: Provides a search within a specific column. 4 Column headers: Displays the title (field on a form) of the column. 5 Field values: Right-click on a field value to access additional actions.

TASKS: Notes And Activities Activity Stream Inline Editing (cont)

1- Select the Show Activity Stream icon and it will appear in a flyout window from the list header. 2- With the window open, scroll down to browse the records recently updated and hover over an update you wish to comment, then select Comment. 3- Enter your comment into the text field, (select the checkbox for Work Notes or Additional comments (Customer visible) if applicable), then select the Post button.

QUIZ 15: What are the two options to hide a field from a form through form personalization? (select two answers) 1- Uncheck the field's box 2- Select the form and press Delete 3- Select the Hide field icon 4- Change the form view 5- Reset the form view

1- Uncheck the field's box 3- Select the Hide field icon

QUIZ 6: Your user preferences allow you to configure (select the three correct answers): 1 - Access 2 - Display 3 - Application order 4 - Notifications 5 - Knowledge 6 - Accessibility

2 - Display 4 - Notifications 6 - Accessibility

QUIZ 3: Which ServiceNow Platform interface improves employee productivity and is a platform for communication, engagement, and content experiences? 1 - Next Experience UI 2 - Employee Center 3 - Now Mobile App 4 - Agent Workspace

2 - Employee Center

QUIZ 2: What are the four workflows you can choose from with ServiceNow? (select four answers) 1 - Platform Workflows 2 - Employee Workflows 3 - Mobile Workflows 4 - Customer Workflows 5 - IT Workflows 6 - Agent Workflows 7 - Creator Workflows

2 - Employee Workflows 4 - Customer Workflows 5 - IT Workflows 7 - Creator Workflows

QUIZ 11: What are the three components that make up a filter condition? (select three answers) 1 - Type 2 - Field 3 - User 4 - Operator 5 - Value 6 - Date/time

2 - Field 4 - Operator 5 - Value

QUIZ 14: How would you select which fields on a form you want to display? 1- Select More options 2- Select Personalize Form = By selecting Personalize form, you can choose which fields on a form you want to display. 3- Select Choice fields 4- Change the form view

2- Select Personalize Form = By selecting Personalize form, you can choose which fields on a form you want to display.

QUIZ 7: Which site allows you to engage in learning opportunities and earn badges and certifications? 1 - ServiceNow Product Documentation 2 - ServiceNow Community 3 - Now Learning 4 - ServiceNow Homepage

3 - Now Learning

QUIZ 5: What action do you take on a menu item for it to always display in your instance? 1 - Add the menu as a favorite 2 - Expand the menu 3 - Pin the menu 4 - Add the menu to your preferences

3 - Pin the menu

QUIZ 9: What offers a quick form of filter navigation? 1 - Column headings 2 - Field values 3 - Additional actions 4 - Breadcrumbs

4 - Breadcrumbs

QUIZ 1: Where would you go to explore course options depending on the roles that you're interested in? 1 - ServiceNow Website (servicenow.com) 2 - ServiceNow Product Documentation (docs.servicenow.com) 3 - ServiceNow Community (community.servicenow.com) 4 - Now Learning (nowlearning.servicenow.com)

4 - Now Learning (nowlearning.servicenow.com)

QUIZ 16: Which fields cannot be hidden on a form? 1- Restricted fields 2- Any fields can be hidden 3- Work notes 4- Mandatory fields

4- Mandatory fields

QUIZ 13: What area in a form displays records from tables that have a relationship to the current record? 1- Fields 2- Related activities 3- More options 4- Related lists = Related lists display records from tables that have a relationship to the current record.

4- Related lists = Related lists display records from tables that have a relationship to the current record.

FORMS: Form Anatomy Field Types

Date/Time: Day and time of day, can be selected by a calendar widget. Depending on the record, soem calendar widgets may not display the time and will only display the date (as seen in the photo) String: With 254 characters or less the string field will be a single-line text field. Anything over will use multi-line Choice: drop down list of choices that apply whichever form you are on. These are pre-populated True/False: appears as a checkbox. If the checkbox is checked, then the field value is true. If not, then its false Reference: Query that displays records from another table. By selecting reference you can preview an open a record from another table in the platform

Tasks

Defined activities within the platform that users perform to complete their work

Personalization Instance User Preferences Next Experience offers global preferences to customize your instance UI. Select the User menu, then Preferences to customize the behavior of the Next Experience across your instance. You can customize the following preference types:

Display Accessibility Notifications

Forms

Displays information through fields. Primary area for agents to perform their work

Lists & Filters

Displays records and determines which ones appear based on applied conditions

TASKS: Tasks in the ServiceNow Platform User Preference: Real-Time Editing

Edit records in real time and see edits saved by other users, improving collaborative efforts. Real-time editing is an extension of User Presence. It allows you to work with others on the same record, indicating their state (editing or viewing). You can view the fields that are being edited, indicated by a "pulse" icon. Beth Anglin has just assigned the incident to herself.

Virtual Agent

Enables quick issue resolution and access to necessary resources for employees and customers. Empowers users through a friendly messaging interface powered by AI

FORMS: Personalization, Templates, and Saving Options Templates (cont)

Once you select either option to create a new template, populate the form with the appropriate fields and information, then select Submit.

LISTS & FILTERS: List Views & Personalization List personalization (logged-in user)

Personalize a list to show or hide fields on a view, as well as change the list column order for the current logged-in user. Select the Personalize List (gear) icon in the list header. Personalization should be used for temporary situations. The Personalize List modifies the layout of a list for an individual user. It does not affect the Platform default. Once you select the personalize list icon, a list collector (Personalize List Columns) will open. Once you are done personalizing your list, select OK to save the changes.

Pinning Menus

Pinning Menus With Next Experience, when you select a menu, it will display as a temporary semi-transparent menu. If you want the menu to persist, select the Pin icon. This will place (pin) the menu to your content frame. You can also un-pin the menu by selecting the Pin icon again. NOTE: The position of the components on your screen may vary depending on your region.

FORMS: Form Anatomy Related Lists

Related lists show records from tables that have a relationship to the current record. Related lists are presented as tabs at the bottom of the form view. From a related list, a user can select records using the Edit... button or create new records using the New button. As with other lists, a user can personalize columns, filter, or refresh the list using the gear icon, list controls, or the funnel icon.

LISTS & FILTERS: Filters & Tags Quick Filters

Right-click on any field and select Show Matching to show records like the one you are interested in seeing. For example, if you select Show Matching on a Priority 1-Critical incident, the quick filter will display a new list of all Priority 1-Critical incidents. Filter out allows you to generate a new list of records without certain fields that you don't want to see. In this same example, if you right-click and select Filter Out on Priority 1-Critical incidents, the newly generated list will display all other records that are not Priority 1-Critical (ex. the list will only display 2-High, 3-Moderate, etc).

FORMS: Personalization, Templates, and Saving Options Add or Update Records (Save)

Save a record: Select the Form Context menu icon in the header, then select Save to save changes without exiting the form view. You may also right-click on a form header to save the record.

LISTS & FILTERS: List Views & Personalization List Editor: Editing multiple records

Select any field on a record and then press the Shift key on your keyboard, and use your mouse to select multiple fields in a column to edit multiple records. You can also press the Shift key, click and drag multiple records in a column, to edit multiple records in a list. The Platform will inform you of how many records will be changed. When done, save the changes. In this example, we change 5 records to be In Progress.

FORMS: Personalization, Templates, and Saving Options Personalizing Forms

Select the Personalize Form icon on any record to choose which fields you would like to see displayed in a form. There are two ways to remove a field in a form: (1) A cleared (unchecked) box indicates a field that you previously hid. (2) You can select the Hide icon (red circle with a dash through it). You may also reset the form to display all its original fields, by selecting the Personalize Form icon and selecting Reset. Select each card below to flip it over and view an example of what these options look like in the Platform.

User Preferences: Workspace (Notifications)

Select the Workspace tab to view preferences on banners and badge count. This tab will only display if you have access to a Workspace and the Workspace is in focus.

QUIZ 4: Where can you go to request a free ServiceNow instance outside of this course? 1 - ServiceNow Product Documentation 2 - ServiceNow Developer Program 3 - Now Learning 4 - ServiceNow Community

ServiceNow Developer Program

User Preferences: Accessibility

Set a variety of preferences related to accessibility accommodations. In the Next Experience, you can decide if you'd like to reduce motion, show date and time formats on forms, enable keyboard shortcuts, and more!

User Preferences: Workspace (Core)

Set web and email notifications across your instance.

FORMS: Personalization, Templates, and Saving Options Add or Update Records (Submit)

Submit a record: Select Submit to insert a new record and return to the previously viewed page.

LISTS & FILTERS: Filters & Tags Tags

Tags provide an easy way to categorize, flag, and locate records. Tags can be created for any record from a list or form view (we will cover Forms in the next course). To create a tag from a list view, right-click on a field and select Assign Tag. There are pre-made tags in the Platform (ex. Android, Java, etc.), but you may also create your own by selecting New Tag...

FORMS: Personalization, Templates, and Saving Options Templates

Templates allow fields to be populated automatically, simplifying the process of generating new records. You may personalize an existing template by selecting one, adding the appropriate fields, and saving/updating the changes. Select the More options icon (...) from the form header, then select Toggle Template Bar to work with templates. Once that is selected, the template bar will appear at the bottom of the form to manually apply, create, or edit templates. To create a new template, select Create A New One? or select the plus sign (+). To remove the template bar from the form, select the Disable Template Bar icon (X) (see below).

LISTS & FILTERS: Filters & Tags Field operators will change depending on field data types. Select each of the field operators below to flip the card over and see some examples of each. You can also log into your instance and see all of them for yourself! TND

Text Value = is, is not, contains, is one of, starts with, ends with Numeric = is, is not, greater than, less than, greater than or is, less than or is Date = on, before, after, between, is more than, is less than

TASKS: Notes And Activities Activity Stream Inline Editing

The Activity Stream inline editor enables users to contribute to work within a record without opening a form. Just like real-time editing on a form, inline commenting on the activity stream means you can annotate records as updates are made, allowing multiplied efforts across several pieces of work simultaneously. To do so, navigate to a list of active task records, then follow the steps below.

TASKS: Notes And Activities Activity Section

The Activity section located under the Notes tab provides a complete history of a record, from creation through closure. It details who made an update, what the update was, and when the update was made. Selecting the filter (funnel) icon allows activity information to be filtered, based on your desired categories of information. The Activity section, which is read-only, documents when a change was made and by whom. These changes include assignment and reassignment, additional comments and work notes, updated field values, state changes, and more.

All Menu

The All menu provides access to all applications and modules they contain. An application is a group of modules (or pages) that provide related information and functionality in an instance. For example, you'll work in the Incident application in this course, which contains modules for creating and viewing incidents. Selecting the All menu opens the Filter Navigator. Search for applications and modules using the Filter Navigator.

Filter Navigator

The Filter Navigator is where you can quickly navigate to applications and modules. Simply begin by typing the application or module name (all, or part of, any module name). For example, if you were to search Service Catalog, you can start to type, "Service Cat" and all applications with the keyword will display.

LISTS & FILTERS: List Views & Personalization List Editor

The List Editor allows a field value to be edited in a list without opening the record. It is the quickest method to update a field on multiple records. Select Start to learn more.

The Next Experience

The Next Experience Unified Navigation is the primary way to interact with applications, records, and data in a ServiceNow instance. Access lists, forms, updates, applications, links, history, workspaces, and landing pages.

Now Mobile App

The Now Mobile app enables employees to submit incidents and requests, manage tasks, and access company resources from anywhere! Through the mobile app, a user can also: Upload images and attachments -Sign documents -Take surveys -View and report issues -View and complete tasks

TASKS: Tasks in the ServiceNow Platform My Work/My Groups Work

The Service Desk application menu allows you to locate all work assigned to your group(s) or to you. The"itil" role (what you are assigned in the Platform for this course) is required to access the My Work (All > Service Desk > My Work) and My Groups Work (All > Service Desk > My Groups Work) modules in the Service Desk application.

Service Portal

The Service Portal provides a user-friendly self-service experience by providing access to specific features using widgets. Service Portal is a great way for external (and existing, legacy) customers to engage with the Platform. When accessing the portal via web browser, type: https//<instance-name-here>.service-now.com/sp. Users can: -Search for articles, catalog items, and records -Submit requests -Browse the corporate news feed, and more! To return back to the Platform view from the Service Portal, remove the "/sp" from your browser URL.

TASKS: Tasks in the ServiceNow Platform User Preference

The User Presence feature facilitates synchronous collaboration within one record. See who is online, view their current status, and what they are viewing or editing, all in real-time. Imagine a scenario in which you are viewing a critical issue documented in a Priority-1 record. User, Beth Anglin, needs to view and update the record simultaneously. That's where user presence comes in! The number of active viewers is listed in the form header. If only one additional user is viewing the record (as seen above), their avatar in the Platform will appear. Let's take a look and see how Beth edits the record while you are viewing it.

LISTS & FILTERS: List Views & Personalization Personalize List Columns

The following can be done through Personalize List Columns: Add or remove columns: In the Available section, select the columns to add to your list. In the Selected section, you may select each column you would like to remove. Rearrange columns: In the Selected section, select the column(s) you want to reorder and use the up or down icons to place the columns in the desired order. Reset column defaults: Return the list's columns to the default view.

Common User Interfaces: Lists

The list view displays records from a table in the Platform. With personalization and filtered lists, you can easily locate records and view activity associated with those records.

TASKS: Tasks in the ServiceNow Platform Assignments: Users, Groups, Roles

Users - can belong to more than one group. Every user belonging to a group inherits that group's roles. They can be assigned permissions to: -Approve, change, or resolve incidents and requests -Provide a reference for alerts and notifications -Receive email notifications Groups - identify a subset of users based on roles. Group names are unique in ServiceNow. Tasks can be assigned to groups and then to single users belonging to that group. A group may also contain other groups in the Platform. Roles - control access and permissions to features and capabilities in applications and modules. For example, the "admin" role provides access to all features and capabilities and can grant access to other roles, groups, and users in the Platform.

Next Experience Unified Navigation

is the main way for users to interact with the applications and information in a ServiceNow instance. The Unified Navigation features offered through the Next Experience helps you to navigate and access components of ServiceNow. Notable Next Experience features include -real-time form updates, -user presence, and -menus for easy access to all applications, modules, in addition to menus for your favorites, history, and workspaces.

What Is an Instance

An organization can have several instances (e.g., Development, Quality Assurance (QA), Test, and Production) and each instance is a single implementation of the ServiceNow Platform. In this course, we provide a (simulator) instance for you to play around in the Platform as you go through each lesson. Every six months, ServiceNow has a new release which. The instances are currently on the San Diego version (past releases include Rome, Quebec, and Paris). Next up, will be the Tokyo version!

TASKS: Tasks in the ServiceNow Platform Tasks In ServiceNow

A task is any record that can be assigned to or completed by a user in ServiceNow. They are updated as the work defined by the task is completed (moved to a Closed state). Tasks can be assigned to specific users or user groups. If you can recall from the Lists & Filters and Forms lessons, you can access data in ServiceNow through records. Each record lives in a table in the Platform. The Task [task] table is one of ServiceNow's core tables and provides a series of standard fields used on each of the tables that extend it ("child" tables that come from the "parent" table), such as the Incident [incident] and Problem [problem] tables.

LISTS & FILTERS: List Views & Personalization List views and sort controls

A view is a version of a customized list or form which defines which fields appear and in what order. Your list views may vary depending on your role in the Platform. For list views, the number of records displayed for the table does not change. However, the fields and their order may differ. Views enable users to quickly display the same list or form in multiple ways. To switch between different views of columns on a list (as shown to your left), open the List controls menu and select View. Then select the name of the desired view. If the view is anything other than the Default view, the view name appears in brackets beside the table list title (ex. Incidents View: Mobile).

Common User Interfaces: Workspaces

A workspace is a suite of tools displayed in a single-pane view that help resolve customer problems and provide answers to questions they may have. Agents, case managers, help desk professionals, and managers use these tools to find, research, and resolve issues.

QUIZ 12: How would you add and apply, or remove tags through in-line editing? 1 - Use the filter condition builder to add a new tag 2 - Select the record and right-click to add a new tag 3 - Add a Tag column using list personalization 4 - Select 'Tags' through the List views

Add a Tag column using list personalization

Adding and customizing favorites

Adding and customizing favorites Selecting the star icon next to an application or module will create a Favorite menu item. Favorites can be re-ordered, edited, or removed from the menu by selecting the Edit (pencil) icon. To re-order a favorite item, select the pencil icon first to edit it, then click and drag the item (or select the icon with six dots) to whichever order you'd like! To change the name, color, and icon of a favorited item, select the item and change one or all three options! While editing a favorited item, don't forget to Save your edits (select Save edits) before exiting the Edit your favorites window.

Workspaces Menu

Agents, case managers, helpdesk professionals, and managers use workspaces to help find, research, and resolve issues. There are different workspaces for different environments. For example, Agents can use IT Service Management (ITSM) workspaces or Customer Service Management (CSM) workspaces depending on the request.

LISTS & FILTERS: List Views & Personalization List views and sort controls (cont)

A list that is displayed to a user for the first time will be sorted by one of the following: The order field, if one is present in the table The number field, if one is present in the table The name field, if one is present in the table To sort in ascending or descending order, select the caret (up or down arrow) icon next to the column name. You may also sort a column by selecting the Column options icon (three vertical dots) and sort (a to z) or (z to a). Select the left and right arrows below to toggle between the different sort options.

Service Catalog

Allows browsing of catalog items to request services and product offerings within the platform

FORMS: Form Anatomy Form Headers (cont)

6 Personalize Form: Allows you to select which form fields display on the record. A cleared grey checkbox indicates form fields that you previously hid. NOTE: Only the fields that the form is configured to display are available in the Personalize Form menu (the options will vary depending on the type of form). 7 More options menu: Select the 3 dots (...) to have more options on a form. The options available may vary based on the form. For example, the More options menu on an incident form may display the option to Email users straight from the record, select the Toggle Template Bar (manually apply, create, or edit templates), Toggle Annotations on/off (display guidance/more information about certain fields on a form) and create/add Tags. 8 Submit/Update: If you are working on a new (not yet saved) record, you will see the Submit button. If a record has been previously saved and you have made more updates, you can select Update. 9 Resolve: Since the view above is from an Incident form, you can Resolve the incident all by the click of a button. 10 Previous/Next Record: If you selected a record from a list in the Platform, you can select previous (upward arrow) and next (downward arrow) icons to navigate to different records instead of returning to the list of records and selecting other records that way. If you have created a new record, you will not see this option.

Common User Interfaces: Dashboard

A dashboard is a custom arrangement of widgets and enables you to display multiple performance analytics and reporting on a single screen. If you have access to the dashboard, you can share it with multiple users. Navigate to Self Service > Dashboards to view the different dashboards in your instance.

LISTS & FILTERS: Filters & Tags List Filters

A filter is a set of conditions applied to a table list to isolate a subset of data. Three components that make up a filter condition include [1] field, [2] operator, and [3] value. Select the Show/hide filter (funnel) icon to add, remove, or edit filter conditions and apply them.

Common User Interfaces: Form

A form displays fields from one record, where users can view and edit the record data. The specific information depends on the type of record displayed. The form can also contain sections and Related Lists (records in tables that have a relationship to the current record). Easily access forms by using Global Search.

FORMS: Form Anatomy Formatters

A formatter is an element used to display information that is not a field on a record. For example, the Activity Stream or Work Notes/Customer Comments are examples of a formatter as it displays a list of activities.

LISTS & FILTERS: List Views & Personalization Table data displayed as lists

A list displays a set of records from a table. You can identify table data in the form of rows and columns. Each row represents one record. Each column represents one field. Lists can be filtered and customized to display the information you need.

Common User Interfaces: Knowledge

Knowledge articles are uploaded to the Platform in specific categories to help platform users receive information or help about their job role or function. Articles live in Knowledge Bases (groups of articles set up by System Administrators). You may request a Knowledge Base by navigating to All > Self-Service > Service Catalog. Then, select Can We Help You? Finally, select Request Knowledge Base.

Reporting

Creation and distribution of reports depicting the current state of instance data

Knowledge Management

Facilitates sharing of information through articles for self-help, troubleshooting, and task resolution

QUIZ 10: By personalizing a list, you change the layout of a list for anyone in your organization using the Platform. 1 - True 2 - False

False

LISTS & FILTERS: Filters & Tags List Filters Definitions (FOV)

Field: A choice list based on the table and user access rights. The choice list includes fields on related tables by dot-walking. Operator: A choice list based on the field type. For example, in the incident table, the greater than operator does not apply to the Active field but it does apply to the Priority field. Value: A text entry field or a choice list, depending on the field type. For example, in the Incident table, the Active field offers a choice list with values true, false, and empty, while the Short description field offers a text entry field.

History Menu

History Menu Select the History menu, then select any recent activity to open the item in the Content Frame. By default, the maximum number of items displayed in the History tab is 30. The system creates history entries for many types of content including lists, records, and homepages. Some content types are not tracked in the history, such as UI pages and other non-standard interfaces.

With ServiceNow you can choose from 4 workflows

IT Workflow Employee Workflow Customer Workflow Creator Workflow

TASKS: Tasks in the ServiceNow Platform Assignments

In ServiceNow, you will experience task assignment through Users, Groups, and Roles. Every user (that's you!) can be assigned to a group. It's not good practice to assign roles to individual users. For organizational practices, it's best to assign roles to a group that contains users. To gain a better understanding of who is assigned what in the Platform, flip each card over to learn more.

FORMS: Form Anatomy Viewing Single Records

Lists (covered in the previous lesson) and forms are the most common ways to interact with data. A form displays fields from one record. The specific information on a form depends on the type of record displayed. Users can only view and edit the fields in a record they have access to. In addition to fields, the form can also contain sections (ex. Notes, Analysis Information, Resolution Information, and Other Information sections seen below) and Related lists. Related lists display records from tables that have a relationship to the current record. Related lists will only appear on a form if the record has already been saved to the database. If a field in the form is greyed out, you do not have access to editing that field. A form can be loaded by searching for a record number in the Global Search or by selecting a record in a list. Take a look at the example Problem form (PRB0000014).

LISTS & FILTERS: List Views & Personalization List Editor: Select the field

Locate a record within the field value that you would like to change. Double-click in an empty area of the field for in-line editing. In this example, we selected INC0000052 and are changing the State.

TASKS: Tasks in the ServiceNow Platform My Groups Work

My Groups Work: list of all active tasks assigned to your group(s) but not yet assigned to an individual.

TASKS: Tasks in the ServiceNow Platform My Work

My Work: list of all active tasks assigned to you, including: -Change Request -Group Approval -Incident -Knowledge Base Submission -Request -Security Case -Visual Task Board Task

Common User Interfaces: Self-Service

Navigate to Self-Service > Service Catalog to access this application that provide customers with self-service opportunities. Customers can view and request catalog items (services and product offerings).

FORMS: Form Anatomy Related Links

On a form, you have access to links to related records. In this example, you are viewing an incident form and since Task SLAs is a related list, you may view a related link to Show SLA Timeline. Related links are a way to view more data about the selected record that may not display on the form.

TASKS: Notes And Activities Work Notes and Additional Comments

On a record, you can use the Notes tab to communicate to stakeholders and document task activities throughout the task's lifecycle. The Show all journal fields icon allows you to display multiple fields under the Notes tab, including Work notes and Additional Comments. Once enabled, you can then select the Show one journal field icon to only display the Work notes field. If the Work notes field is the only field displayed, you may select the Additional Comments (Customer visible) checkbox (not shown below, but you may practice this in your instance). Otherwise, the customer will not be able to see what you posted.

Next Experience provides the tools you need to navigate your instance and set your preferences. With Next Experience, you can:

Onboard: Get acquainted with the UI Generate visualizations of your work: See where you can start working and navigate to your tasks Explore useful features: Explore additional features and resources in the Platform

LISTS & FILTERS: List Views & Personalization Personalize List Columns (cont)

Once a list is personalized, the Personalize List (gear) icon will have a solid dot at the bottom of the gear. If you hover over it, the message, "Update Personalized List" will appear.

Employee Center

This dynamic portal improves productivity by reducing time and effort employees spend accessing information across all departments. The Employee Center experience provides a platform for communication, engagement, and content experiences for internal employees. There are no additional licensing costs associated with the Employee Center. It is available to all customers! When accessing the center via web browser, type: https//<instance-name-here>.service-now.com/esc To return back to the Platform view from the Employee Center, remove the "/esc" from your browser URL.

TASKS: Notes And Activities Additional Comments (Customer Visible)

This field provides a way to communicate with the requester and other stakeholders directly in ServiceNow. For example, you may want the customer to stay up to date of progress on their record or request additional information. Upon saving, the additional comments (including updated information and comments history) are emailed directly to the requester. When the requester receives an email notification containing additional comments, they can reply to the email, and their feedback will also be documented in the Activity log of the record! Additional comments are also visible on the record in the Service Portal and Employee Center.

TASKS: Notes And Activities Work Notes

This field provides a way to document all the technical and behind-the-scenes work on a task. Upon saving, Work notes are recorded in the record Activity section, where they can be viewed by users with permissions to view the record. Work notes are only visible to internal users and are not available to external users or customers.

TASKS: Tasks in the ServiceNow Platform User Preference: Real-Time Editing (cont)

To keep up with what is changing in a record, select the Show Activity Stream icon to jump to the record Activity section, which includes the record history and updates by you and other viewers. You can see in the Notes section, that Beth has assigned the record to herself, and the state of the record has changed from New to In Progress.

User Preferences: Display

Toggle between how you would like list preferences to be displayed and how certain areas will appear in your instance (including date and time formats, specific to your region). Achieve the UI that works for you!

TASKS: Notes And Activities Visual Task Boards (VTBs)

Transform your lists and forms into an interactive graphical experience using Visual Task Boards (VTBs). Visual Task Boards allow you to: -Manage tasks through a visual, drag-and-drop interface -Identify process bottlenecks at a glance, in real-time -Track embedded activity screens to view updates all in one place

Next Experience, Navigation Access

Unifies the user's instance and facilitates exploration of apps and access to daily tasks

FORMS: Personalization, Templates, and Saving Options Add or Update Records (Update)

Update a record: Select Update to save changes on an existing record and return to the previously viewed page. The Update button will only appear on records that have already been submitted.

FORMS: Form Anatomy Workspace Anatomy

Workspace Home: No matter where you are in the workspace you may select the Home icon to be taken back to the workspace home page where you may see important items, active cases, a list of records, etc. Workspace List View: Select the list icon to view a list of cases, tasks, customer accounts, interactions, knowledge articles, and more. It also states that the lists displayed depend on the user's workplace. Record View Tabs: Record view tabs vary depending on the workspace, but by selecting any of these tabs, you will find detailed information about the record. Save/Other Menu Options: Save: Saves the record. Update: Saves any changes made to the record. Delete: Deletes the record. Workspace Pane: Depending on the workspace, you will see different panes that either display and/or allow you to enter information on the record. In this example, you see the Compose pane where you can input work notes and comments. On other workspaces, you may see Activities or Agent Assist panes.

LISTS & FILTERS: Filters & Tags Tags (cont)

You may add a Tags column using the Personalize List Column, list collector. By doing so, you may use in-line editing to Add or Remove tags straight from the list view. To save a tag you've added through an in-line edit, you can press Enter on your keyboard or click any area on the list, outside of the newly added tag. If you would like to remove the tag, select the (X) to the right of the tag. Edit personal tags by using the My Tags module (All > Self-Service > My Tags). View tagged records by using the My Tagged Documents (All > Self-Service > My Tagged Documents) module (tagged records will be covered in the Forms course).