Exploring Sidebar

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 6 minutes to read
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    Summary of Exploring Sidebar

    Sidebar enables agents to collaborate in real-time on Workspace task-based or interaction-based records, enhancing the speed and quality of issue resolution. Agents can initiate discussions, include subject matter experts, and create multiple discussions for a single record.

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    Key Features

    • Supported Workspaces: Sidebar is available in Customer Service Management, Configurable Workspace, HR Agent Workspace, ITSM Manager Workspace, and Vendor Management Workspace.
    • Discussion Panel: Access discussions, search for messages, pin the menu, and filter discussions by various criteria (e.g., unread, favorites).
    • Docked Chat Windows: Multiple discussions can be accessed simultaneously with features for favoriting discussions and managing participants.
    • Activity Stream Integration: Integrate Sidebar with the activity stream to allow posting of discussions.
    • Custom Quick Actions: Agents can utilize quick actions for KB searches and share attachments seamlessly.

    Key Outcomes

    By implementing Sidebar, ServiceNow customers can expect improved collaboration among team members, faster problem resolution, and enhanced knowledge sharing. The integration with Microsoft Teams allows for further collaboration across platforms, significantly increasing productivity within the workspace.

    Using Sidebar, agents can have real-time collaboration with others based around a Workspace task-based or interaction-based record. These Sidebar discussions facilitate the exchange of information and knowledge to help resolve issues faster and with higher-quality outcomes.

    Sidebar overview

    An agent can initiate a group discussion from a task-based record or interaction-based record. The agent enters preliminary information and context for the discussion and adds subject matter experts to help. The agent can create multiple discussions for one record.

    Sidebar workspaces

    Sidebar is supported in these workspaces:
    • Customer Service Management (CSM) Configurable Workspace
    • CSM Manager Workspace
    • Human Resources (HR) Agent Workspace
    • IT Service Management (ITSM) Manager Workspace
    • Vendor Management Workspace

    For information on adding the Discuss button to one of the supported workspaces above, see Adding the Discuss button.

    For information on adding the Discuss button to any workspace not listed (such as the Service Operation Workspace), see KB article KB1213249.

    Sidebar components

    Sidebar discussion panel

    When you select the Sidebar discussion icon Discussion icon, the Sidebar discussion panel appears:


    Sidebar discussion panel.
    The Sidebar discussion panel includes:
    Icon Description
    1 - Search icon, shown as a magnifying glass. Display Sidebar discussions dialog. If a number in a blue square appears, the number indicates the number of Sidebar discussions that are currently active.
    2- Search icon, shown as a magnifying glass.

    Search within the Sidebar discussions. When you select the Search icon, the Search field appears and you can enter the text you want to locate. The search results display below the search field and are grouped by user message then file name. Select Cancel to clear the search field and return to the Sidebar discussion. You can have all search results display or filter by discussions, messages, and attachments. You can sort search results by most relevant, old to new, or new to old.

    To use the Search KB quick action, enable AI Search. For more information, see AI Search and AI Search Availability [KB0867751].
    3 - Pushpin icon Permanently pin the menu to the side of the screen.
    4 - Additional options screenshot.This record tab of the Sidebar discussions window. Select what types of discussions that you want to view:
    • All - all discussions.
    • Unread - all unread discussions.
    • This record - all discussions related to the record that's currently open in the background. The most recent information displays and is updated when a new message is received, there’s an unread message, or a new discussion is created for the record. You can also create new discussions for the record by selecting New discussion.
    • Mentions - discussions that mention you with @yourusername.
    • Favorites - discussions that you marked as favorites.
    5 - Star icon. Marks the Sidebar discussion as a favorite. Discussions that have been marked as favorites display under the Favorites tab. You can undo a discussion as a favorite by selecting the star icon again.
    6 - More options icon, shown as three vertical dots. Displays options for the discussion:
    • Dismiss discussion - close the discussion dialog (but don't exit the discussion).
    • Leave discussion - exit the discussion.
    Docked chat windows

    You can access multiple Sidebar discussions at the same time using the docked windows feature. Docked chat windows include these features:


    Sidebar docked window, with header, avatar and presence, more actions icon, and text input box highlighted.
    Table 1. Header icons
    Icon Description
    1 - Star icon. Marks the Sidebar discussion as a favorite. Discussions that have been marked as favorites display under the Favorites tab. You can undo a discussion as a favorite by selecting the star icon again.
    2 - Information icon, displayed as a circled lowercase i. Opens the Discussion info panel that includes the About submenu, Participants submenu, and Leave discussion button. On the About submenu, you can view information about the discussion. On the Participants submenu, you can add and remove participants. If you want to exist the discussion, select Leave discussion.
    3 - Collapse icon, displayed as two arrows facing each other points-first. Collapses the discussion so it displays only as a tab at the bottom of the screen.
    4 - Close dialog icon, displayed as a capital X Closes the window.
    Table 2. User avatar and presence
    User avatar and presence Description
    user icon Displays the user's avatar and presence (online status). The dot indicates the user's presence depending on whether they’re logged in to the platform:
    • Green dot - user is logged in.
    • No dot - user isn’t logged in.
    • Orange dot - user recently logged out.
    If Sidebar and Microsoft Teams are integrated, Microsoft Teams users are differentiated from Sidebar users with a Microsoft Teams Microsoft Teams icon icon.
    Table 3. More actions icon
    Icon Description
    More actions icon, displayed as three vertical dots.
    Display additional actions for this message including:
    • Post to activity stream
    • Remove from activity stream
    • Edit message
    • Delete message
    Table 4. Text input box icons
    Icon Description
    A - Quick actions icon, displayed as a lightning bolt.

    Access base system or custom quick actions.

    The agent can start a KB article search by selecting the quick actions icon and then entering search-kb. The agent is prompted to search for the relevant KB article. Based on the search and the term that the agent enters, the agent is able to view the KB articles that match the search term. The agent can then select the KB article and include it in the discussion. The KB article is displayed as a record card in the Sidebar discussion. The KB article search is available with the base system.
    B - Smiley face icon signaling ability to add an emoji. Display the emoji menu so you can add emojis to the discussion.
    C - Attachment icon, displayed as a paperclip. Add attachments to the current discussion so they can be shared with others in the discussion. You can drag and drop files and select the send arrow icon or you can use the attachment icon.
    D - Side arrowhead icon used to send the message. Send the message.
    If you minimize a docked window, it appears as a tab in the overflow menu at the bottom of the screen. If you hover over a minimized docked window, the record number and chat title appear to help you identify the content. You can select any of the tabs to access that discussion again. The maximum number of docked windows you can have in the overflow menu is 25 and this amount can be configured. If there are too many docked windows to display as tabs in the overflow menu, a tab with a number displays indicating how many extra docked windows aren’t displayed.

    Activity stream and Sidebar

    You must integrate Sidebar with activity stream if you want agents to be able to post Sidebar discussions to the activity stream. For instructions on integrating Sidebar with the activity stream, see Integrating Sidebar and activity stream. For information on using Sidebar with the activity stream, see Activity stream in Sidebar.

    Sidebar installing and configuring

    The Sidebar configuration settings are available via the Sidebar tab under Conversational Interfaces > Settings. See Installing Sidebar for instructions. After Sidebar is installed, you must configure the admin settings. See Configuring Sidebar for instructions.

    Using Sidebar

    For information on how to use Sidebar, see Using Sidebar for more information.

    Key features include:
    • Creating custom discussion buttons
    • Viewing Core UI forms with Sidebar
    • Sidebar panel
    • Sidebar unread conversation badge count
    • Docked chat window
    • Favoriting discussions
    • Discussion information panel
    • Discussion participant suggestions
    • Quick actions
    • Integrating with activity stream
    • Integrating with AI search
    • Drag-and-drop file sharing
    • Using emojis
    • Mentioning a user with @

    Using Sidebar and Microsoft Teams

    After Sidebar and Microsoft Teams are integrated, users of both applications can collaborate with each other. For more information on integrating Sidebar with Microsoft Teams, see Sidebar and Microsoft Teams.

    Core UI

    You can create Sidebar discussions on interaction records from Next Experience Core UI.

    Domain Separation

    For information about domain separation in Sidebar, see Domain separation and Sidebar.

    More information

    To learn more, see the Now learning course on Sidebar.