Adoption Services release notes

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Adoption Services Release Notes - Yokohama

    The ServiceNow® Adoption Services suite delivers user support and critical information exactly when users need it, enhancing user experience and adoption. The Yokohama release introduces significant enhancements across Guided Setup, Guided Tours, Help Center, and Embedded Help functionalities to improve usability, accessibility, and flexibility.

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    Key Features

    • Guided Setup Enhancements:
      • Execute Guided Setup in every domain with new player roles.
      • App owners can create additional tasks using page macroponents, and admins can access and execute these tasks.
      • Ability to add new steps to Guided Setups in progress during Playbook Experience.
      • Improved navigation with options for playbook players and Next Experience.
      • Assign and transfer Guided Setup tasks to relevant users (admin role required).
      • Set mandatory steps by disabling skip actions.
      • Support for running Guided Setup multiple times via a multi-run configuration option.
    • Guided Tours Updates:
      • Accessible in both dark and light themes, inheriting theme-based colors and schemes.
      • Create, edit, or delete Guided Tours from any scoped application, including the ServiceNow AI Platform.
      • Guided Tours can be executed from any scoped application route.
    • Help Center Improvements:
      • New “What’s New” feature available in the Help Center across all experiences including Core UI.
      • Help Center panel can be attached/detached from the header, dragged, and resized, with keyboard accessibility support.
      • Configuration support for the “What’s New” feature is available in classic and custom pages (not supported for non-Polaris users).
    • Embedded Help Enhancements: Import non-English content without overwriting previously uploaded language content.

    Activation and Availability

    Adoption Services is included as a feature of the ServiceNow AI Platform and comes with the necessary plugins by default. Customers do not need to separately activate Adoption Services. It is also available in the ServiceNow Store.

    Why It Matters

    These enhancements provide ServiceNow customers with more flexible, accessible, and user-friendly tools to guide users through setup and adoption processes. The multi-run capability and task assignment improve operational control, while UI and theme improvements ensure a consistent and accessible user experience across all domains and applications.

    The ServiceNow® Adoption Services is a suite of solutions, both products and features, that provide user support and critical information when a user needs it most. Adoption Services was enhanced and updated in the Yokohama release.

    Adoption Services highlights for the Yokohama release

    • Execute Guided Setup in every domain, with guided setup player roles.
    • Experience the Guided Tours in dark and light themes.
    • Execute Guided Tours from any scoped application route.
    • Explore the What's New feature that's available in Help Center for all experiences.
    • Use the new Help Center UI features that provide a more enhanced experience.
    • Explore the enhanced Guided Setup that support running it multiple times.

    See Adoption services for more information.

    Important:
    Adoption Services is available in ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Yokohama release

    Guided Setup
    Create additional tasks under Guided Setup using page macroponent as an app owner. You can also access and execute these tasks with an admin role.
    Add new steps to guided setups in progress during Playbook Experience.

    UI changes

    Guided Setup
    Choose from the playbook player and Next Experience and explore improved navigation across Guided Setup activities.
    Help Center
    The Help Center panel is now attachable and detachable from the header. You can also drag and resize it after you detach it. This feature is available with a keyboard, for accessibility support.
    Guided Tours
    Guided Tours is now accessible in dark and light themes. This capability now inherits any theme-based color and scheme that you select.

    Changed in this release

    Guided Setup
    Assign and transfer Guided Setup tasks to relevant users, for execution. This capability requires admin roles.
    Set Guided Setup steps as mandatory by disabling the skip action.
    You can now run the Guided Setup player or builder multiple times.
    Select the multi-run feature while you’re configuring and executing the tasks multiple times.
    Help Center
    Navigate to What's New within the Help Center panel across all experiences, including Core UI. Starting in the Yokohama release, configuration support for this new feature is available in classic and custom pages.
    This feature isn’t supported for non-Polaris users.
    Embedded Help
    Import non-English content without overriding the last uploaded language content.
    Guided Tours
    Create, edit, or delete Guided Tours from any scoped application including ServiceNow AI Platform.

    Activation information

    Adoption Services is a ServiceNow AI Platform feature that is provided with the plugins, by default. You don’t need to activate this feature.