Builder library

  • Release version: Yokohama
  • Updated January 30, 2025
  • 6 minutes to read
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    Summary of Builder library

    The ServiceNow AI Platform offers a comprehensive set of builder tools designed to accelerate the development of applications within your organization. These tools enable the quick design and configuration of user experiences, interface components, data models, workflows, and analytics, helping you tailor solutions to meet specific business needs efficiently.

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    Key Features

    • Exploring Decision Tables: Configure decision logic separately from code using decision tables to handle complex scenarios, such as calculating customer discounts based on multiple inputs.
    • Flow Template Builder: Create standardized flow templates that guide the development of common workflows, like request approvals in IT applications.
    • Integration with Performance Analytics: Analyze process KPIs by integrating process optimization data to visualize process execution, identify bottlenecks, and improve performance.
    • Mobile App Builder: Build and manage mobile app screens and workflows with an intuitive layout and navigation system, streamlining mobile application creation.
    • Mobile Card Builder: Design and customize card templates that display record information on mobile devices for various screens including launcher, calendar, and search results.
    • NLU Workbench: Develop and manage Natural Language Understanding models to enable your applications and virtual agents to interpret and respond to human intent effectively.
    • Platform Analytics for Workspaces: Configure performance analytics to capture historical data trends, create dashboards, and enable users to explore KPIs with natural language queries.
    • Reports: Create and distribute various report types that reflect the current state of instance data, facilitating real-time organizational insights.
    • Service Portal Designer: Build mobile-friendly self-service portals using customizable pages and widgets to enhance user engagement and service accessibility.
    • Table Builder: Visually create and manage application tables and related forms to capture and display data efficiently.
    • Themes in Theme Builder: Customize branding and visual themes, including colors and logos, to align the user interface with your company’s identity.
    • UI Builder: Design custom user interfaces for workspaces or web experiences using Next Experience Components and custom web components.
    • Virtual Agent Designer: Create conversation blueprints for virtual agents to automate user interactions and support self-service tasks.
    • Workspace Builder: Quickly create tailored workspaces within a no-code environment to support specific business functions such as IT service desks.

    Key Outcomes

    • Accelerated application development with no-code and low-code tools that improve agility.
    • Enhanced user experiences across web and mobile platforms through customizable interfaces and portals.
    • Improved decision-making and process optimization by separating decision logic and integrating analytics.
    • Advanced automation and conversational capabilities using NLU models and virtual agents.
    • Consistent branding and user interface theming that reinforce organizational identity.
    • Centralized management of application data models and workflows to streamline operations.

    The ServiceNow AI Platform provides a robust set of builder tools that enable you to quickly develop applications for your organization.

    The following builder tools enable you to quickly design and build user experiences, interface components, data models, and more when developing applications on the ServiceNow AI Platform.

    Table 1. Builder tools
    Tool Description Use case(s)
    Exploring Decision Tables

    Configure application decision logic

    Use decision tables to help resolve a complex decision that depends on multiple factors. Decision Builder enables developers to decouple decision logic from their code by creating and maintaining decision rules.

    		 Determine a customer discount rate for a product given two inputs (number of units ordered, and whether or not it was paid for in cash).
    Flow Template Builder

    Configure a standard template for specific app workflows

    Flow Templates guide flow authors to create flows for common use cases. Use this builder to define flows, actions, and flow template variables.

    		 Create a flow template to use as the basis for all request approvals within an IT application.
    Integration with Performance Analytics

    Optimize processes through integration with Performance Analytics

    Use Process Optimization with Performance Analytics to perform data extraction from an indicator and analyze processes associated with the KPIs, such as time to resolve.

    		 Visualize the execution of processes or a customer journey, show insight into adoption, activity transitions, performance, and user experiences or identify bottlenecks and see their impact on your key performance indicators, enabling you to resolve root-cause issues.

    Mobile App Builder

    Configure Mobile apps

    The Mobile App Builder is a configuration tool to build and manage screens and records that make up workflows within ServiceNow mobile apps. The organizational layout and navigation options in the Mobile App Builder facilitate a faster and more intuitive creation of ServiceNow mobile applications.

    		 Streamline mobile configurations by organizing records in a hierarchical layout for quick access and reference, supporting hierarchical tree navigation, and enabling users to visualize how records relate to each other in the overall mobile app configuration.

    Mobile Card Builder

    Configure and manage card templates to display information for mobile interfaces

    Use Mobile Card Builder to create or modify card templates used in the ServiceNow mobile applications for iOS and Android. The ServiceNow mobile interface uses cards to display information about records on your instance.

    		 Create cards for launcher screen record sections, calendar screens, form screens, Genius search results, list screens, and map screens.

    NLU Workbench

    Configure Natural Language Understanding (NLU) models to interpret user-expressed intent

    ServiceNow® Natural Language Understanding (NLU) provides an NLU Workbench and an NLU inference service that you can use to enable the system to learn and respond to human-expressed intent. By entering natural language examples into the system, you help it understand word meanings and contexts so it can infer user or system actions. NLU workbench is where you create, manage, and test NLU models. Use NLU models to apply ServiceNow® Natural Language Understanding on your instances. Create, manage, test, and publish NLU models with the NLU Workbench.

    		 Configure a Virtual Agent Designer conversation flow to consume an NLU model so that agent chatbots can better understand user statements in the conversation.
    Platform analytics for workspaces

    Configure performance analytics that capture historical trends in data through snapshots

    Integrate data visualization and analytical functionality into the workspace experience. Subscribe to notifications about behavioral process changes. Explore KPIs and get answers and insights on Platform Analytics.

    		 Configure the ability for users to ask natural language questions and be shown the relevant analytics in a visualization, view any Next Experience dashboard that are owned by a user or shared with a user, create dashboards and data visualizations from workspace runtime, or drill down into KPIs, apply filters to slice data, or apply aggregations and statistical tools.
    Reports

    Build and distribute reports that show the current state of instance data

    ServiceNow® Reporting enables you to create and distribute reports that show the current state of instance data. Reporting functionality is available by default for all tables, except for system tables.

    		 Show the number of open incidents at an organization that also displays the priority of each incident at a current point in time. A variety of different types of reports could be configured to show this information, including bar, pie, time series, multidimensional, scores, statistical, etc.

    Service Portal Designer

    Create a self-service portal for your users

    Service Portal enables you to build a mobile-friendly self-service experience for your users. It interacts with parts of the ServiceNow AI Platform, so users can access specific ServiceNow AI Platform features using Service Portal. This tool is used to create service portal pages to organize content, ensure responsive mobile optimization, and design meaningful portal user experiences for your customers. A page houses containers and rows, which then contain widgets. By manipulating the layout of the page, and the widgets within it, you can construct your desired user experience. Widgets are what define the content in your portal. You can use the base system widgets provided with Service Portal, clone and modify widgets, or develop custom widgets to fit your own needs.

    		 Configure a mobile-friendly experience for a company's employees to engage with IT and request services like new emails, new employee computer setup, etc.
    Table Builder

    Create application tables and table-related forms and configure display logic

    Table Builder enables you to create, design, and administer tables and forms visually from a single user interface.

    		 Create an online food order form in an food delivery application for customers. The form might capture the food ordered and related delivery options. The form would store and capture the information entered in a designated application data table that you configure for this purpose.
    Themes in Theme Builder

    Customize themes and branding

    Theme Builder enables you to tailor the visual experience for your users, helping to update the look and feel to be more like your brand. Next Experience extends the theming model used in UI Builder.

    		 Configure a dark theme for your company's brand that makes use of a primary color and secondary color, specifies what color to use for screen elements like divider lines, and contains a new brand logo.
    UI Builder

    Design application user Interfaces

    UI Builder is a web user interface builder. Use UI Builder to build pages for workspaces or custom web experiences (generated by App Engine Studio) that use Next Experience Components and custom web components..    		 Create a new standard record page variant to show specific incident records, edit the standard record page to show a list of problems for a user, or build a landing page for a Next Experience app you are designing.
    Virtual Agent Designer

    Design virtual agent conversation blueprints

    The Virtual Agent Designer is a diagram tool for creating and managing topics, which are blueprints for conversations between a virtual agent and user. You can design topics that help your users resolve common work issues or guide them through self-service tasks.

    		 Create and configure a conversation flow that enables end users to see the status of incidents they submitted and leave a comment in the incident.
    Workspace Builder

    Create custom workspaces for your application

    Workspace Builder is a streamlined, no-code environment that enables you to create a custom workspace from within App Engine Studio (AES) quickly and efficiently.

    		 Configure a Service Desk workspace that will handle request and fulfillment of IT services within your organization.