this is a catalog item and this is a guided tour on top of that catalog item so if like me you haven't really used them too much stick around and we'll go through what they are when you might use them and how you set them up [Music] [Applause] [Music] [Applause] hello and welcome back to my channel so in today's video we're gonna set up a guided tour but I'm going to focus more in this video around setting one up for the service portal specifically a catalog item before we delve too much into it though I think I'm gonna bore you a little bit with some standard waffles oh wow around what those are because I don't really see them out there that much right if you do drop something in the comments I'd love to hear to hear you on this topic because I think these are really really useful but I just don't see them that much and I want to know why why and what are guided tours the guided tours are things that we can figure as an application in service now right but it's a tour or it's kind of a set of steps that we can configure for end users to to take them through a process right to help them out it's all about user experience and we can use them to demonstrate users of how to use a new feature so why wouldn't we have this as a matter of course so if we've got a new item that's been requested or a new application has been requested is it just a default that we should slide into projects to say we're going to do it anyway should it be asked for is it up for us as techies to say do you want a guided tour are we expecting them to you know our stakeholders come and say I want to guide a tour how do they know what it is I think we need to take some of that responsibility I think we need to be going would you like to improve your user experience right maybe it's like I said maybe it's just something we do with default but I think we need to start thinking about it and we need to start thinking about it quick they're there to help train an onboard users prime example new service desk user comes in um you've got an incident form in the standard UI which is cluttered full of loads of um Fields we've all been there I've seen them what do they do again we've put tool tips all over them maybe you have a knowledge base you can do a guided tour um I'll show you in a second how you can do you can put um HTML inside these guided tools so you can link out to a knowledge base from there their interactive steps that help users complete online tasks on the browser so it all happens on the browser you'll see it and we can set them up and there's three different types so we can do a service portal the standard UI which is kind of the back end stuff or a custom UI what plugins are involved do we need plugins yes we do I think these are relevant so I think if you've got an instance that's pre-dates Jakarta which was I don't know a few years ago I can't remember you may need to um install these plugins guided tour guided tour designer there's a theme with servicenow we've got flow designer we've got process design we've got a tool design it's all designer stuff at the minute um but it's good it's it's starting to bring some common terminology for us if you've just got an instance that's post dates Jakarta which was I don't know a while back um these should already be on your um your instance okay so enough waffle enough talking about it I'm sure I'll do more of that as I go through the actual stuff that you come here to see so let's kick off let's go and create one for a catalog item on service ball okay so let's go and uh set it up and see what it does so if we go along to the application navigate and we type in guided right so if we scroll down we get to guided tour designer um a lot of things in service now you'll notice we've got designer process designer uh flow designer um with lots of designers let's go with it um but you'll get this application and in here we've got create tour guided tours that's just a list of all the ones you've created we can have a quick look at that if you like then you've got configure Auto launch so you can configure oh I'm doing that with my hand quite a lot but you can configure these tools to Auto launch when the relevant screen is loaded right we'll look at that in a second and then you've got an overview page which is a dashboard snazzy little dashboard that tells you how many um tours have been used by um who um and when and all that kind of stat stuff my stuff to look at after uh right okay create a tour so let's go and create one let's create the one that I showed you in the intro I'll create one similar so we can call it service nerd mug two okay tour type we've got an option here standard UI that that'll be things like if we want to do it in the native UI so we want to do things like uh an incident form right at this point I don't believe unless you do it in custom way agent Works base isn't supported on here it's a bit of a shame um but I think you might be able to do it on custom right so let's look at um London sorry Service Portland for now um in terms of the color of items so click service portal now we get to select which portal Now is it going to be SP service portal no in this case I'm going for employee Center um so we'll go for employee Center the starting page so how do we know what that is let's go back so this page here this is the ID so it's the cat item page so we can copy that you can put that in there be careful here because you've got me we'll go with that one and then we've got a roll we can choose a role here so let's just say for example if we've got a new catalog item that's come out and it's for a project and it's quite extensive um but we want to control um not only you can see the catalog items so we can use user criteria right but we can also control who has tours so I guess if you wanted to create or Federate the creation of tools to um I don't know A specific group of users you they can have a certain role so they could try things out if they wanted to um although you do that in depth but you could you could give it to a certain role so you could create a role a custom role give it to a group put the users in the group and select the role here and therefore the thought of the tour would only be applicable to that role waffle waffle right let's just go and create it shut up all right great tool that's going to launch us into a new page this is the guided tour designer now just be careful right this is going to say unauthorized because anyone that was really paying attention and I hope you are is we've selected our portal we've selected our page but we haven't said what specific item right so what we're going to do is we're going to go back here we're going to go to guided tours if we just go into the one we created service nerd mug 2 and you can see it's in the draft status and this is this is um the record that gets created from uh when we uh when we put in the details like service nerve mug too um and we said here's the portal in his page what we can do here is ADD look at this we can add additional URL parameters so now we can say this is the particular sys ID of that item or record produce or whatever how do we know that we go back to our URL we steal this is ID we put that in we save now we can go back to our edit and now we've got a page no longer unauthorized now what I'm going to do is I'm just going to whiz over to the other side of the screen up here little secret it's not even a secret last few videos um I know I've had a couple of comments around this but I've been playing with where my little window is going you know I'm in the top left at the minute was in the bottom right um and I've been naughty because when I do that I don't notice that my head is all over the script or the bits that you want to see so I'm trying to be more conscious about where I actually am that being said if I get in the way I do apologize I'm still playing with this just drop me a a something in the in the comments below I really appreciate it anyway back back to the uh back to the main event so now I'm on that side you can see on the right hand side here um is it right if you're looking at it it's right yep right inside um you've now got the kind of the the aided help to to step us through the process of creating these guided tours so if we look here you've got great introduction create conclusion and then at the bottom you've got your preview and your publisher at the moment it's draft so we can create an introduction text appears here so we can just enter what's the title um boot no we'll call it hello we'll call it hello and the text here we can say um welcome to my channel okay you can also just um to point out here you can also use HTML tags okay so we can do that and then put another line in okay you can do as you saw um when I showed you in the the intro to this video there was a there was a pretty poor picture of me but I did that to prove a point you can put in um images uh you could even put in a href as well which links you out so you can make a bit more fancy if you really wanted to but let's just leave it like that for now let's click save now it says look right create a new Step by dragging above call out onto the page so here now we can drag this over there we wanted to all our text appears here okay and we can add something here we can say um this is a picture and this is a picture trigger Next Step on next button or skippable now we can put this is skippable so you can skip this step I'm not going to bother again I show you these things you can go and play with them we'll just put in one more let's put on some attachments we'll put um sometimes we need attachments um for stuff I don't know and we'll just click save and if I'm just going to go back one actually there's something I want to show you so if you just go we just click back to edit we go look you can have them on the right the above or below so we can actually press that on that's above so we're gonna have it up to the right if we really want yeah let's have it there why not where's the one on number one where's that one let's put that onto the right as well oh no we won't we'll put above okay we'll save it and then we can create a conclusion so we can put in some text on the conclusion um okay and we can publish publish this talk published um and we can play so we've now done it we can make it draft again if we wanted to we can now click play and this this shows us what it'll be like so begin tours like welcome to my channel again we now get this this is a picture next sometimes we need some attachments for stuff and then we get to dark complete then we've now created our tour so how does that present itself to an end user I've just created one I'll just click play right that's not going to happen in the real world but when we land on a page in the portal for example we've got tours up here on the top right you're going to have um you've got tours I've just said that say it again you've got a list here of the relevant tours on the particular page that you're on you're going to be able to click and it'll take you through the experience if you wanted them to Auto launch when you were you hit the criteria what we can do is we can go back there we go here to configure Auto launch in the guided tour designer and this will present us with a page with all the guided tours we've got and the relevant kind of pages that we've got them set for here's one that we've just done one that I just made earlier so we just click into that and we'll see service nerd mug 2 got it right and what we can do is just select auto launch or not Auto launch and what they'll do is when the the end user lands on that page it'll just automatically launch the um the guided tour we've all seen it before on the portal or actually when you you've got Tokyo installed and this guided toilet pops up and it won't go away a bit annoying but we can be annoying too so we can put that auto launch on and there we have it a really simple guided tour for a service portal catalog items so I hope you found this video useful and don't forget to join me next time where I'll be going to the guided tours but in the native UI if you're not yet subscribed please consider doing so it does make a big difference to the channel if you are subscribed and I wholeheartedly apologize but thanks for sticking with me and appreciate your support don't forget to smash the Bell icon so you'll get notified whenever I upload a new video just like this one until then I've been Russ this is service nerd happy Coke [Music]