Configure user experiences

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Configure user experiences

    This content explains how ServiceNow customers can customize and optimize user experiences on the ServiceNow AI Platform. It highlights various tools and options to tailor interfaces, assist users, and personalize workflows to fit the unique needs of their enterprise users.

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    Configure UIs and Portals

    • Build and customize user interfaces using Workspace, Core UI apps, and the Next Experience UI for enhanced workflow and data retrieval.
    • Create custom menus and pages via the Next Experience or integrate applications through the Content Management System (CMS).
    • Customize service catalogs at any developer skill level using Service Portal, enabling customers to request services and products efficiently.

    Provide User Assistance

    • Offer comprehensive user guidance with knowledge articles, step-by-step tutorials, and onboarding experiences.
    • Use Guided Tours to familiarize users with the UI and Guided Setup for in-depth instructions.
    • Provide on-demand support through In-Product Help to assist users when needed.

    Personalize Your Experience

    • Enable users to visualize workflows and track tasks using Visual Task Boards and Timeline Visualizations in two- or three-dimensional formats.
    • Allow fine-tuning of homepage settings including page rendering, access controls, dashboards, and other user preferences.
    • Support data access from any device via a configurable web interface and the Next Experience UI’s single-pane access.

    Next Experience UI and Workspace

    • Next Experience UI provides personalized landing pages based on user roles, consolidates navigation, favorites, and notifications into one interface.
    • Users can customize their UI to display relevant information in preferred formats, improving usability and efficiency.
    • Workspace UI enhances agent productivity by offering full context, AI-assisted recommendations, and integrated communication tools to resolve issues quickly within a unified view.

    Applications and Features

    The platform includes key applications such as Next Experience UI, Workspace UI, Core UI, Content Management System (CMS), Service Portal, Adoption Services, Visual Task Boards, and Timeline Visualizations, enabling comprehensive experience customization and operational efficiency.

    Interact with ServiceNow AI Platform applications and data in the way that works best for you.

    Get started

    Click any of the tiles below to learn more about the variety of customizations, communications, and other options for a user experience unique to your enterprise on the ServiceNow AI Platform.

    Configure UIs and portals

    Improve workflow and data retrieval using Workspace and Core UI apps. Take user interface development further with custom menus and pages from the Next Experience, or integrated apps with the Content Management System. Customize catalogs at any developer skill level with Service Portal, and enable your customers to get the services and products that they need.

    Provide user assistance

    Inform, educate, and assist your users with a full set of guidance and knowledge apps on the ServiceNow AI Platform. Help users get familiar with the ServiceNow AI Platform using the Onboarding Experience, and give Guided Tours of the UI. Provide further assistance with step-by-step instructions from Guided Setup, and on-demand knowledge with In-Product Help.

    Personalize your experience

    Get a graphical breakdown of workflows and give users customized views in your enterprise on the ServiceNow AI Platform. Visual Task Boards and Timeline Visualization help you manage projects, lists, and other aspects of your business, in two- or three-dimensional views. A further host of settings for users is available in Homepage administration, to fine-tune page rendering, user access, dashboards, and other options.

    Access data on any device through a configurable web-based interface

    Access workspaces, Core UI, applications, history, and favorites through the single pane Next Experience UI.

    For highlights, see the Next Experience UI landing page.

    Provide just the data that you need

    Image showing a Next Experience landing page.

    Access the data that you need and get to work immediately. Next Experience landing pages are personalized according to user and role.

    Access your instance in single pane

    Image showing the Next Experience Unified Navigation.

    Navigate to modules in your instance without opening multiple windows. Favorite the modules, explore modules you visited, and search your instance. Receive web and email notifications in one location too.

    Personalize your user interface

    Figure 1. Next Experience preferences
    Screen shot of the Next Experience preferences showing the preference category tiles display, notifications, accessibility, and Workspace.

    You can customize the UI to determine the information that you want to see, that's accessible, and in the format that works for you.

    Improve agent efficiency with Workspace

    Figure 2. Workspace user interface
    Screen shot of Workspace user interface

    Solve issues faster with a workspace that is built to facilitate resolutions. Agents get full context and AI-assisted recommendations in a single view to resolve issues quickly. Agents can communicate with customers from the same interface while reviewing issues.

    Applications and features