Recommended actions available with account onboarding
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Summary of Recommended actions available with account onboarding
This guidance outlines the predefined recommended actions available within the base ServiceNow system to support customers during the account onboarding process. These actions assist with key onboarding tasks such as installing and configuring Service Exchange for Consumers and managing data imports. Utilizing these recommendations helps streamline onboarding, resolve issues efficiently, and ensure a smooth setup experience.
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Recommended Actions for Service Exchange Installation
- Installation Guidance: Step-by-step instructions accessible via the task record’s Related Knowledge tab to guide through Service Exchange installation.
- Troubleshooting Setup Failures: A Guided Decision Tree helps diagnose and resolve setup errors by answering prompts, selecting error messages, and confirming Service Exchange version. It directs customers to Knowledge Base articles or customer support as needed.
- Assignment Recommendations: Options to auto-assign the recommended user and contact to relevant fields in the installation task for accountability and streamlined task management.
Recommended Actions for Service Exchange Consumer Registration & Configuration
- Consumer Registration: Instructions to register a consumer with a Service Exchange provider, including entering account and contact details and the consumer’s instance URL. The registration initiates seamlessly without disrupting onboarding.
- Troubleshooting Registration Issues: Similar to installation troubleshooting, a Guided Decision Tree identifies and resolves problems during consumer onboarding by guiding through error selection and version confirmation.
- Assignment Recommendations: Ability to assign recommended users automatically to the registration task to facilitate task ownership.
Recommended Actions for Data Import
- Data Import Guide: Step-by-step instructions to import and validate data effectively during onboarding.
- Assignment Recommendations: Auto-assignment of recommended users to import tasks to ensure responsibility is clearly designated.
- Troubleshooting Import Failures: A Guided Decision Tree assists in diagnosing and resolving data import issues by selecting problem types and following guided instructions until resolution.
Practical Benefits for ServiceNow Customers
By leveraging these predefined recommended actions, customers can:
- Accelerate onboarding by following clear, structured guidance embedded in the system.
- Resolve common installation, registration, and data import issues independently through guided troubleshooting flows.
- Ensure accountability and efficient task management with automatic assignment features.
- Access relevant Knowledge Base articles directly from tasks for deeper insights.
This structured approach reduces onboarding friction, improves setup accuracy, and enhances the overall customer experience with ServiceNow account onboarding.
Use the predefined recommended actions that are available with the base system during the account onboarding process.
Recommended actions are available for the following account onboarding tasks:
- Install Service Exchange for Consumer.
- Service Exchange Consumer Registration & Configuration.
- Data import recommended actions.
Install Service Exchange for Consumer
The following recommendations are available:
- This recommendation guides you through the Service Exchange installation process. To view the instructions:
- Open the record for this task.
- Select the Related Knowledge tab and select the link to view the Knowledge Base article.
- Troubleshoot Service Exchange Failed Setup: This is a Guided Decision Tree that can assist you in troubleshooting issues that have occurred while setting up Service Exchange. Answer the queries and select Next to continue with the troubleshooting process.
- Select Yes to indicate that you're facing issues onboarding a consumer.
- Select the error message that appears from the drop down list.
- Specify whether your Service Exchange version is 1.0.4 or later. If you select No, the troubleshooting process ends and you must contact customer support for assistance. If you select Yes, you will see further information on how to troubleshoot the issue.
- Assigned to Field Recommendation: Select Assign to assign the recommended user and auto-populate the Assigned to field in the Service Exchange installation task.
- Contact Recommendation: Select Assign to assign the recommended contact and auto-populate the Contact field in the Service Exchange installation task.
Service Exchange consumer registration & configuration
The following recommendations are available:
- Register a Consumer: This recommendation provides instructions on how a consumer can register with a Service Exchange provider during the account onboarding process.
- Select Start Registration.
- Specify the Account Name (the consumer) being registered, and the customer contact.
- Enter the URL for the consumer's ServiceNow instance.
- Select Register. The consumer record is created in the registration table and the registration process is initiated. The registration process is seamless without any interruption to the account onboarding process.
- Troubleshoot Service Exchange Failed Setup: This is a Guided Decision Tree that can assist you in troubleshooting issues that have occurred while setting up Service Exchange. Answer the queries and select Next to continue with the troubleshooting process.
- Select Yes to indicate that you're facing issues onboarding a consumer.
- Select the error message that appears from the drop down list.
- Specify whether your Service Exchange version is 1.0.4 or later. If you select No, the troubleshooting process ends and you must contact customer support for assistance. If you select Yes, you will see further information on how to troubleshoot the issue.
The following image shows the recommended actions and troubleshooting tips for the Service Exchange Consumer Registration & Configuration task. To initiate the registration process, select Start Registration and follow the guided flow to register the consumer.
- Assigned to Field Recommendation: Select Assign to assign the recommended user and auto-populate the Assigned to field in the Service Exchange Consumer Registration & Configuration task.
Data import recommended actions
The following recommended actions are available for the data import task:
- Data Import Task Guide: Provides step by step instructions on how to import and validate data.
- Assigned to Field Recommendation: Select Assign to assign the recommended user and auto-populate the Assigned to field in the Data Import task.
- Troubleshoot Data Import Failure: This is a Guided Decision Tree that can assist you in troubleshooting the data import process. Answer the queries and select Next to continue with the
troubleshooting process.
- Select Yes to indicate that you're facing issues while importing data.
- Select the issue from the drop down list.