---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/employee-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Guided Self-Service in Employee Center

# Guided Self-Service in Employee Center {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

Empower employees with easier self-serve capabilities through guided experiences to improve productivity and efficiency.

A new plugin Guided Self-Service (sn_ex_sp_gd_help) in Employee Center enables employees with an intuitive Question-and-Answer (QnA) powered self-service.

## Guided Self-Service (GSS) overview {#gss-guided-self-service-overview__section_lvf_xyx_z1c}

With an in-context visual way to navigate the complex work scenarios, admins can design adaptable self-serve workflows that can enhance overall organizational productivity, engagement, and efficiency.  
Using the Guided Self-Service, employees can self-serve with step-by-step assistance and navigate their way to the relevant article or catalog item. Guided Self-Service can

* Self-serve with easy access to information, processes, and resolutions for day-to-day work.
* Discover and use the GSS processes through AI-powered search.
* Make information and solutions easily accessible to employees with varying levels of knowledge or experience.
* Guide employees to the relevant article or catalog form through a visual Question-and-Answer (QnA) experience.
* Leverage prebuilt activities and templates for self-service help use cases, powered by playbooks.
* Streamline authoring for non-technical users with playbook designer usability enhancements.
* Optimize the employee self-service capabilities for complex and high-volume topics.
* Streamline authoring for non-technical users with playbook designer usability enhancements
{#gss-guided-self-service-overview__ul_q4b_psk_5bc}
Figura 1. Guided Self-Service experiences Provide Guided Self-Service that caters to the frequent needs of employees. You can display Guided Self-Service as a widget on the home page or as a quick link or as a widget on topic pages.  
Nota:  
Discover and use the GSS processes through AI-powered search based on the title and description.

## Prerequisites {#gss-guided-self-service-overview__section_nfw_s4y_51c}

Guided Self-Service in Employee Center has a dependency on the Employee Center and applications. Ensure you complete the following steps before getting started with GSS.

* Ensure you activate the Employee Center application first before installing the Guided Self-Service in Employee Center app from ServiceNow Store.
* Ensure you have Workflow Studio and its components such as Playbooks.
* Ensure that the sn_hr_sp.esc_admin user has the playbook.write role to edit the playbook design and playbook_experience.admin to preview the guided experience.
{#gss-guided-self-service-overview__ul_l4w_jnn_xbc}

## Know more about Playbooks and Workflow Studio {#gss-guided-self-service-overview__section_uvb_3rz_zbc}

Playbook provides a visual representation of step-by-step process involved in self-servicing employee needs and requirements such as Know your benefits and Time off request.

* Design the visual workflow to guide employees to find relevant article or catalog items.
* Use the playbook capability to help employees with the what-to-do-next option.
* Provide a way to visualize and interact with the workflows in real time via a simple and task-oriented view.
{#gss-guided-self-service-overview__ul_xcq_hsz_zbc}  
Understand the basics of playbooks and workflow studio. Ensure you have working knowledge of the following processes:

* [Exploring Playbook](https://www.servicenow.com/docs/access?context=process-automation-designer&version=australia&pubname=australia-build-workflows&ft:locale=en-US)
* [Playbook builder](https://www.servicenow.com/docs/access?context=exploring-process-automation-designer&version=australia&pubname=australia-build-workflows&ft:locale=en-US)
* 
* [Building your first playbook](https://www.servicenow.com/docs/access?context=getting-started-processes&version=australia&pubname=australia-build-workflows&ft:locale=en-US)
* [Create a flow in Workflow Studio](https://www.servicenow.com/docs/access?context=create-flow&version=australia&pubname=australia-build-workflows&ft:locale=en-US)
* [Create a playbook](https://www.servicenow.com/docs/access?context=create-process-definition&version=australia&pubname=australia-build-workflows&ft:locale=en-US)
* [Building Playbooks](https://www.servicenow.com/docs/access?context=building-a-process&version=australia&pubname=australia-build-workflows&ft:locale=en-US)
{#gss-guided-self-service-overview__ul_zmt_55r_zbc}
**Conceitos relacionados**   

* [Use Guided Self-Service](https://servicenow-prod.fluidtopics.net/AGLxSdA_5TTf2owl6Xlqgg "Use the Guided Self-Service experience to self-serve, leading to improved productivity, and operational efficiencies for the organization.​")  
**Referência relacionada**   

* [Guided Self-Service reference](https://servicenow-prod.fluidtopics.net/cdkF1IUikrLuPMrWdZWyIQ "Use the following reference information for the Guided Self-Service functionality.")