Configure Guided Self-Service

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Guided Self-Service (GSS) helps create a playbook for all the useful content for employees.

    Vorbereitungen

    Ensure you activate the Employee Center application first before installing the Guided Self-Service in Employee Center app from ServiceNow Store.

    Role required: sn_hr_sp.esc_admin

    Prozedur

    1. Navigate to All > Employee Center > Guided Self-Service.
    2. Click New or open an existing record.
    3. On the form, fill in the fields.
      Tabelle : 1. Guided Self-Service form
      Field Description
      Name Name of the record.
      Hinweis:
      When you update or rename the name, ensure you (re)activate the GSS.
      Active Check the box to activate.
      Hinweis:
      Only active items appear on the widget.
      Oder Option to display the order Guided Self-Service process available.
      Description Description that you enter in this field overrides the default short description of the GSS.
      Process Name of the process.
      Application Application scope.
      Available for Option to make GSS available for only the selected users, groups, roles, and more.
      Not available for Option to make the GSS unavailable for.
    4. Click Save or Submit.
      Related tabs Available For, Not Available For, and Assigned Topics appear.
      Hinweis:
      By default, only sn_hr_sp.esc_admin user role can add GSS to the topics and topic persona users (such as Topic Managers and Contributors) can't add GSS to the assigned topics.
      Abbildung : 1. GSS Help topic selection
      gss-guided-self-service-process-topic-selection
    5. On the Assign Topics tab, click Add, select the topic, and click OK.
      Hinweis:
      When you assign the guided process to a subtopic, the help process appears on the topic page and its parent topics. For example, in Human resources > Benefits, when a Guided Self-Service is assigned to a subtopic Benefits, the guided self-service appears on its parent topic also.
    6. On the Available For and Not Available For tab, select the users, groups, roles, and more.
      User criterion is defined for Guided Self-Service.
      Hinweis:
      When a user or user group doesn't have permission to a catalog or a KB article, the You do not have access to this item message appears. You can contact the admin for permissions.
    7. Click Save or Update.
      Remember, you can't configure multiple questions within a single questionnaire.
      Hinweis:
      The incomplete selections are cancelled daily by a schedule job.

    Nächste Maßnahme

    Click the Edit in Process Automation Designer button to define and publish the process for the Guided Self-Service after you create the process. Proceed to edit the playbook from Workflow Studio.
    Hinweis:
    Ensure you mark the guided process and playbook active. Only when you activate the GSS process, the Add button is displayed on the Assigned Topics.