Configure user experiences

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Configure user experiences

    The ServiceNow AI Platform enables you to tailor user experiences to fit your enterprise’s unique needs. You can interact with applications and data through customizable interfaces, personalized workflows, and comprehensive user assistance tools. These capabilities help optimize productivity, user engagement, and ease of access across devices with a web-based interface.

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    Key Features

    • Configure UIs and Portals: Build versatile user interfaces using Workspace, Core UI apps, and the Next Experience UI. Customize menus, pages, and catalogs at any developer skill level with Service Portal and Content Management System integration.
    • Provide User Assistance: Support users with knowledge articles, onboarding experiences, guided tours, step-by-step instructions through Guided Setup, and on-demand help via In-Product Help apps.
    • Personalize Your Experience: Utilize Visual Task Boards and Timeline Visualizations for graphical workflow management and project tracking in two- or three-dimensional views. Homepage administration offers further customization of page rendering, access, and dashboards.
    • Next Experience UI: Access a single-pane, configurable web interface personalized by user and role. Navigate modules efficiently, favorite frequently used modules, search the instance, and manage notifications in one place.
    • Workspace UI: Designed to boost agent efficiency by providing full context and AI-assisted recommendations within a single view. Agents can communicate with customers and resolve issues faster.

    Key Outcomes

    • Enhanced user engagement through customizable and role-based interfaces.
    • Improved productivity with integrated tools that streamline workflows and data retrieval.
    • Faster issue resolution supported by AI recommendations and consolidated communication tools.
    • Consistent access to relevant data and applications across any device via a web-based UI.
    • Comprehensive user support that facilitates onboarding and ongoing self-service assistance.

    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