--- sourceDocument: Yokohama ServiceNow AI Platform user interface sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/platform-user-interface Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama ServiceNow AI Platform user interface ft:clusterId : - platux bundleId : - platux workflow : - Platform --- # Exploring Guided Tours # Exploring Guided Tours {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Exploring Guided Tours Guided Tours in ServiceNow enable users to learn and navigate through the user interface by providing interactive, step-by-step instructions for various tasks. Administrators can create tours for applications, service portals, and custom applications, enhancing user training and onboarding processes. Tours can range from informational content to interactive experiences, such as creating an incident. Show full answer Show less ## Key Features * **Next Experience Support:** Guided Tours are compatible with Next Experience pages. Enable this feature by configuring the `com.snc.guidedtours.standardui.enable` system property. * **Tour Designer:** The Guided Tour Designer is available in Core UI for creating and managing tours but is not compatible with UI15. * **Role Assignment:** Administrators can assign roles to tours, limiting access to targeted user groups. * **Multiple UI Support:** Guided Tours can be implemented in Standard, Service Portal, Custom, and Workspace UIs, with different access methods based on the UI type. * **Components:** Tours consist of components like Introduction, Steps, Callouts, Elements, and Triggers, which guide users through tasks. ## Key Outcomes By utilizing Guided Tours, ServiceNow customers can effectively onboard users, improve task completion rates, and reduce the learning curve associated with new processes. The ability to tailor tours to specific roles and applications ensures that relevant information is provided to the right users, enhancing overall productivity and user satisfaction. Learn about Guided Tours features that enable you to demonstrate to users how to perform a task. ## Get to know Guided Tours {#exploring-guided-tours__section_agg_lss_nyb} Guided Tours help train and onboard users within the ServiceNow user interface (UI). Each tour contains a series of interactive steps that help users complete online tasks within their browser window. Administrators can create tours for ServiceNow applications, service portals, and custom applications. For example, you can create a tour to represent a training model for specific policies and processes, such as creating an incident or reviewing change requests. Guided Tours use a series of steps that may span multiple pages. You can create purely informational steps that users read through and acknowledge, which result in no change to the ServiceNow instance. Alternatively, you can provide users with an interactive experience where they click through and actively work with the application at hand. For example, an "Introduction to Incidents" tour may simply show them the key features of the Incidents table, while a "Create your first incident" tour may actually walk them through creating a real incident, which results in a new record in the Incidents list. Important: Guided Tours are supported in Next Experience pages, such as configurable workspaces or pages configured in UI Builder using the Next Experience UI Framework. To enable Next Experience support, configure the `com.snc.guided_tours.standard_ui.enable` system property and set to True. For more information about Guided Tours in Configurable Workspaces see [Guided Tours in Configurable Workspaces](https://servicenow-prod.fluidtopics.net/gm4iVDG~~3ik7~mXlHWfCA "Guided Tours is a feature in ServiceNow that assists users in onboarding and training processes. Guided Tours are supported in Configurable Workspaces to instruct users how to use features in your workspace."). The following scenarios are still supported with Next Experience enabled. * Creating and running new or existing Guided Tours in the Classic Environment (including lists and forms). * Creating and running new or existing Guided Tours for a Service Portal. * Creating new Guided Tours for Unified Navigation menus (such as the All or Favorites menus). {#exploring-guided-tours__ul_pmj_3ch_hwb} See [Next Experience](https://servicenow-prod.fluidtopics.net/y8eWO8GysNEreloJ_os5rg "The Next Experience UI delivers a next generation, intuitive, personalized experience to drive productivity, improve engagement, and surface insights across the ServiceNow AI Platform. The UI unifies your instance apps and reduces clicks to access the items you need to get working."). The Guided Tour Designer is only available in Core UI. The designer is not compatible with UI15. For information about how to activate the Core UI plugin, see [Activate Core UI](https://servicenow-prod.fluidtopics.net/gudg6jCqBNf7mze8NV99Pg "Core UI can be activated with the Core UI plugin (com.glide.ui.ui16) if you have the admin role.") Several Guided Tours are provided in the base system for particular applications, for example, Performance Analytics. As an administrator, you can edit existing tours or create tours. You can also assign one or more roles to a tour to control access. The Guided Tours feature uses these two plugins: Guided Tour (com.glide.guided_tours) and Guided Tour Designer (com.glide.sn_tourbuilder). ## Navigating to Guided Tours {#exploring-guided-tours__section_mfw_523_xdb} Guided Tours run on four types of UI: Standard, Service Portal, Custom and Workspaces. Tours launch differently when accessed based on each tour type as follows. Standard Forms and Lists UI: : Users access a guided tour by navigating to a page that has one. If they have one or more roles that the tour is targeted to, they can click the ![Blue Toggle Help sidebar indicates tours are available]() icon so that GTD panel opens to show the Take a Tour. If more than one tour is available to a user on a page, the Select Tour choice list appears so they can select which tour to launch. : Tours on Custom UI pages/applications can be accessed in the same way. This is only applicable for custom pages which are opened in the navigator. The tours are not visible if the user opens a Custom UI page without the navigator. Service Portal UI: : Users access a guided tour by navigating to a page that has one. When a user accesses a Service Portal page that has a guided tour on it, no GTD panel is present. Instead, the ![Show users how to launch a Service Portal tour]() menu item appears on the banner indicating a tour is available. If a guided tour is available on a page on the service portal, a color indicator appears to the right of the Tours menu. When the user clicks Tours, all available tours for the page appear. : If a page has no Service Portal Header Menu, the Tours menu item is not accessible to the user. In this case, the tour is accessible to users only via auto-launch. See [Configure auto-launch for guided tours](https://servicenow-prod.fluidtopics.net/~3hNCJaF_PwD4y0zQIrSVQ "Configure one or more tours to launch automatically when a user lands on a page."). : When you add at least one role to a tour, it limits the audience to those users who have that role. For more Service Portal guided tour information, see [Activate guided tours](https://servicenow-prod.fluidtopics.net/84nqrcHJcwk7KETaSTJN5A "Enable guided tours for Service Portal pages as well as the standard platform UI."). Workspaces : Users access a guided tour by navigating to a page that has one. When a user accesses a Workspace page that has a guided tour on it, they can click the ![Blue Toggle Help sidebar indicates tours are available]() icon so the GTD panel opens to show the Take a Tour button. If more than one tour is available to a user on a page, the Select Tour choice list appears so they can select which tour to launch. ## Guided Tours support {#exploring-guided-tours__section_yjb_sdp_jdb} Note: The same system property as Standard UI is used to enable and disable Guided Tours. The Guided Tour Designer (GTD) supports most of the standard platform UI areas and their content, such as lists, forms, and the elements they reference. It also supports Service Portal pages, including those that have custom UI elements. Guided Tour Designer is a standard feature provided by default, with Guided Tours for any business unit. Users with role `guided_tour_admin` has access to Guided Tour Designer. ## Guided Tours workflow {#exploring-guided-tours__section_bgg_lss_nyb} Guided Tours are composed of the following components that function as building blocks for the tours that you create. {#exploring-guided-tours__table_nml_pcz_pyb__entry__2} | Component | Description | |:-|:-| | Introduction | Shows an introductory message to your users. | | Step | A discrete component of a guided tour that implies an order. A step can provide a definition, an instruction, or both. | | Callout | Shows the definition and instruction about the current step in the tour. The callout includes the instruction to proceed to the next step. It points to the element that the instruction describes. | | Element | The objects that the tour points to, such as a record in the database, or a widget on a page. Elements require formatting so that the tour can link to them. | | Trigger | Moves the tour to the next step. Triggers include pressing the Enter key, clicking or right-clicking a UI element, or clicking a Next button in the callout. | | Conclusion | Shows a closing message to your users at the end of the guided tour. | [Table 1. Guided Tours components] {#exploring-guided-tours__table_nml_pcz_pyb} Guided tours require careful planning before entering the tour into the instance. You can create an outline and include any assumptions to guide you when you create the guided tour. List each step, callout, and trigger. {#exploring-guided-tours__table_oml_pcz_pyb__entry__3} | Step | Callout | Trigger | |:-|:-|:-| | This tour assumes that the user has navigated to User AdministrationDelegates. The UI page is sys_user_delegate_list.do. ||| | Open the Delegate form to enter a new record. | * Points to the New button in the Delegates list view. * Text: Click New to set up a delegate who receives your notifications while you are on vacation. {#exploring-guided-tours__ul_pml_pcz_pyb} | Click the element: New button | | Describe the User field. | * Points to the User field. * Text: Your name defaults as the user who wants to delegate to another user. If you are setting up a delegate for someone else, you can select a different user. {#exploring-guided-tours__ul_qml_pcz_pyb} | Next button | | Select the delegate | * Points to the Delegate field. * Text: You specify who you want to delegate to. Type the user's name, and select it when it appears. {#exploring-guided-tours__ul_rml_pcz_pyb} | Next button | | Set the start date | * Points to the Starts field. * Text: Enter the date and time to start forwarding notifications. Click away from the field to proceed. {#exploring-guided-tours__ul_sml_pcz_pyb} | Change the Value: Starts field | | Set the end date | * Points to the Ends field. * Text: Select the date and time to stop forwarding notifications. Click away from the field to proceed. {#exploring-guided-tours__ul_tml_pcz_pyb} | Change the Value: Ends field | | Describe the delegate options | * Points up from below the Meeting invitations field. * Text: If you do not want these notifications forwarded to your delegate, you can clear any of these fields. {#exploring-guided-tours__ul_uml_pcz_pyb} | Next button | | Submit the delegate record | * Points to the Submit button * Text: Click Submit to add the delegate. {#exploring-guided-tours__ul_vml_pcz_pyb} | Click the element: Submit button | [Table 2. Sample guided tour outline: Set a vacation delegate] {#exploring-guided-tours__table_oml_pcz_pyb} Note: To view the Guided Tours Overview dashboard with statistics on guided tour usage, see [Guided Tours dashboard](https://servicenow-prod.fluidtopics.net/vGncSxP_E2HMyt6nacmiNw "The Guided Tours Overview dashboard provides statistics related to guided tour usage."). *[\>]: and then