welcome everybody to November's next experience Academy my name is Maria Gabriella Ooa pz wector and I am joining yall from Richmond Virginia I am an outbound product manager on the next experience productivity team and with me I have today uh my lovely guest hi everyone who used to run this I did I did last year who's to say what's going to happen in 2024 um so I'm Ashley Snider I'm also an outbound product manager um here in the platform productivity team um a little bit about myself I am the outbound PM for guided tours but um other products um that fall underneath the admin experience umbrella as well as Knowledge Management so you may have seen me all over the place excited to be here today thank you so much now I don't know if you're very familiar with how uhmy go nowadays but it's pretty much unchanged from when you were running them so we can go on to the next slide look at our pretty faces so let's do some quick housekeeping everybody please use the Q&A for questions this helps us gather the questions afterward so I can post them on the event page um where you signed up for this on the community site you can also see a listing of all of our previous events where I have the Q&A from those events and the recording from those events um so that's why you should definitely use the Q&A for any questions you might have and you can use the chat to comment talk about what coffee you like things like that um have a riveting conversation on guided tours also this session is being recorded and the slides and video will be made available afterwards and these sessions are for you we have Ashley's time for the next hour so please ask questions interact we'll be in the product demoing this to you guys live and actually that last part is a lie we will not be back next month I forgot to change that part we are going to be back in two months on January 17th at 11:00 a.m. eastern I might be trying to get out a a little surprise kind of wrap up and posting it directly on the next experience Academy YouTube playlist but for now our next live session is going to be January 17th at 11:00 a.m Eastern to kind of give us a break for the holidays so thank you all so much let's enjoy the show and Ashley take it away all right thank you so much um before I get started our mandatory Safe Harbor notice for forward-looking statements uh if you haven't seen this before which I'm sure you have um I may be speaking to some forward-looking statements for some things that aren't released or maybe some road map items for guided tours um you know these were subject to change so please don't make any purchasing decisions based upon this Academy today um for the most part we are going to be sticking to what's out there in Vancouver um as well as what you can expect in like San Diego Tokyo and Utah as well um but do need to go ahead and cover that so that's a good segue into um our agenda or what you're going to learn today um so today's session we're not going to get too technical we're not going to get too deep I really do want to provide a good kind of refresher on guided tours um they've been out since I want to say Jakarta I know they did gain a lot of steam in New York we made a lot of enhancements but they have been out for a few releases now um so I kind of wanted to refresh on them and some other products that we have for adoption services I won't go too deep into them um but just to give everyone some context um and I did want to go into maybe some lwh hanging fruits or some use cases for guided tours um if you do have use cases that you're using for guided tours that maybe I'm not covering please throw them in the chat I'd love to see what y'all are doing um and kind of see what customers are doing as far as how they're using guided tours so we can kind of build that into our product strategy a little bit more but also um just throwing it out there on the community to for some good use cases for other customers to kind of get that discussion started um so we're going to hop into an instance on Vancouver after that and we're going to create a guided tour on the service operations workspace landing page um and then I'm going to show you some guided tours I already created on the list page and the record page um just to save on time um and I do have a community article out there as well that will walk you through this and I'll show you where to find that um so yeah again locate resources and reference material so as as I recap I'll show you where you can find more guided tour information uh and some more reference material for this session today all right so let's go ahead and just talk about um adoption services features um adoption services is kind of an umbrella term that we have for a couple of different products that we have out there so you may have seen guided setup um for a few different products like Knowledge Management has a guided setup and so does conversational interfaces so um virtual agent and all the other kind of features that go along with that that kind of walk you through that setup um process and really kind of save your place and and tell you where to go and what to do next uh we have our onboarding models um so if you upgraded to next experience you've probably seen that model appear when you logged in for the first time um that is an example of one if you've been using service operations workspace they have one as well um and these are things that you can create for your users um too so it's not just limited to what we put out there uh today we're going to be discussing tours so that streamlined kind of onscreen Guidance with all those call outs kind of walking your users through an interface or process um giving them them stepbystep kind of guidance you can even force them to click on things and interact with the the page or the form itself to kind of walk them through that and then finally help center um so help center has been out for a while um previously it was called embedded help if you were on core UI or what's you know referred to as ui6 in the past um so that's been out for a while Health Center is our our new name for it um when you're in next experience and when you're in workspaces it's just that help icon with the question mark that's been in the in the header uh for a while now um we are making enhancements to it and that's where you'll find um manual guided tours so if you're not Auto launching guided tours Health Center is where you'll find where you can take the tour and I'll show you all that as well um so that is an overview of the different features we have out I'm not going to Deep dive on all of them and when to use them we actually have a great platform Academy on that so if you want to know when should I use onboarding modals versus guided tours you can check out this Academy session um with our inbound PM so the PM that's responsible for all the road mapping and everything mudit um he did a great session on this with Lisa hollenstein another counterpart of ours so I have a QR code uh and that's found on the community as well if you want to kind of get more of a primer on adoption services and when you should use them so guided tours um really want to speak to kind of the value of guided tours you know why should you use them when should you use them um really kind of you know thinking about when you have employees at your company and you're trying to on board a new interface like a workspace or you're trying to on board maybe a catalog item in your service portal or your employee Center um really what is the value of walking them through that process um so a couple things to think about you know at your company um depending on how large it is you might have you know a thousand users 10,000 or 100,000 that's a lot of employees to really kind of on board to a new interface or a new process or a new kind of request form uh and kind of understand them to all EX you know know what they should do uh and get it right away right um so guided tour is really helpful um for really training your users at scale uh especially if you have a lot of employees uh a portion of your employees are are going to be agents so those who are working on workspaces or what we refer to as the classic environment forms and list so performing those tasks such as incidents and cases and problems and you might even have outside vendors or contractors doing that work for you so again guided towards are another great way to train your in-house agents or your external contractors to navigate how your incident process should look or how your problem management process should look without them really kind of having to guess at or refer to external um like knowledge articles some kind of external entity you can just train them right away on how to go through that and what's expected in that form um but the majority of your your users are going to be those end users right who are on employee Center or another service portal interface um and they're really trying to go through and understand what's available to them how can they find information in the knowledge base how can they request things how can they get help um guided tours are a great uh way to really kind of show them when they log in for the first time this is your employee Center this is where you go to get things this is how you find things and kind of walk them through that process um and then also too you can launch guided tours on catalog items so if you are launching a brand new catalog item or let's say you've made a revision to a process and it impacts a catalog item that's a really great candidate for guided tours as well um so all in all guided tours can really reach all of your personas whether it's internal agents um external contractors who are using your platform or even your end users so you can onboard them or show them how to use a new feature or how to train them on performing a task uh within service now without having to do more in like formal training or you know rely on knowledge articles to kind of provide that step-by-step guidance so what's included with guided tours um we have a couple of different things um so we do have a guided tour designer experience that's been out for a while um you'll see this in our demo this is where where you go through and build your tour and you just just drag and drop different call outs different sections of the pages you kind of determine what the triggers are should the should the user click on this or should they just click next should they do a right click and things like that um we do have dashboards for usage tracking which I'll also cover here so we have two different dashboards um and then the guidance is that step-by-step navigation so as soon as a user is on an incident form or something like that with a guided tour um you can Auto launch that or you can have manual launch launching um so that brings us down to our launch controls um you can disable tours if you need to let's say that the tour is no longer um applicable and you no longer need it you can just disable it um and then we also do have a guided tour API so if you have a little bit more complex use cases for guided tours let's say you need a guided tour to launch when a certain uh assignment group is chosen or some kind of really specific thing on that form happens you can use that guided tour API to trigger um that guided tour as well as well all right so I think this is a really great um section or a section that I want to spend a little bit more focus on since we are in Vancouver these are some really great takeaway slides for reference um but where can you use guided tours so um you know we did have some changes from the San Diego to the Vancouver release um and which are listed here so in San Diego and Tokyo and Utah um with some patches and everything we did support uh guided tours on What's called the classic environment so classic environment are just those forms and lists um that your users are used to using with next experience turned on it's also supported in what's called core UI or ui6 so whether you're using next experience UI or not um you can still use guided tours in these releases uh and previous releases but I don't think we have any any customers still on there um so when you get to looking at employee Center and service portals again guided tours were supported in San Diego um Tokyo Utah Vancouver so you can continue to use those guided tours you shouldn't have really had any interruptions when you upgraded to San Diego with your guided tours we we do always recommend testing um but the big one is our configurable workspaces so that's the big change that we made with Vancouver um so you can go in and start using guided tours with the configurable workspaces that we ship out of the box or if you're creating workspaces with app engine studio uh we support that as well uh you see that asterisk there that interop inter ability uh with classic environment that just means if you start a tour on like a guided or on a configurable workspace and part of that process still needs to go into your classic environment list and form for some reason you can continue the tour and kind of flow through those two interfaces um so that's what that means um I do have some more information on the different app shelves that are supported here which I'll get to in just a second but just the big takeaway here is that you can now use guided tours on configurable workspaces quick question you were talking about interoperability between uh classic environment and work baces does that include interoperability with service portals so there are some caveats there um you cannot you can't kind of jump from a portal to a workspace or vice versa um that is in the product documentation kind of what that flow looks like and where you can use that thank you um so what's not supported right now as a Vancouver um the portal app show uh so I do want to just take a moment um and kind of explain the differences there because I know we're using the same word portal right we have service portal we have employees Center and now this Portal app shell that you have to start thinking about um so our service portal and employee Center um those are still kind of those portal technologies that use angularjs that we've had for many releases now and we are still continuing to release enhancements um for the employee Center the portal appell um is an appell that does use the next experience UI framework and there are some different templates that you can use in app engine studio um for kind of In-House portals they're not really enduser interface uh you know end user interfacing or Enterprise wide kind of portal Solutions we have a lot of um information on that on the center of excellence site that we can link out but if you are trying to create your own portal and UI Builder or if you're using this templates and app engine studio um we do not support guided tours on that app shell currently um other app shell so other ones that we've created like you'll see the catalog Builder um app shell um guided tours aren't supported there though I think that would make a really great in-house use case to walk uh users through using the catalog Builder especially if they've been using the old way for a long time so I'm going to take that one back I was thinking about that as I was building this slide um and then custom app shells so not to get too proc code too DEA you can go and create your own app shelves and use them uh and we have had partners and some really um smart developers who have done this so far and have information out there we don't support those um at this moment either um so we do have some great product documentation on which app shells are supported and kind of some caveats on some features that aren't supported in those app shells so you'll see in that product documentation um we don't support the kind of modal popup windows in workspaces yet so that is a limitation um that you'll kind of have to work around if you're designing them um you know these are road map items but for Vancouver um that is a limitation we do have some other things out there so just something to keep in mind when you are designing your guided tours pull up that um product documentation and keep it as reference um so you kind of know what works and and what doesn't work all right so how to get started um you know with guided tours uh I would really just think about some kind of lwh hanging fruits that you have out there I in my mind I really kind of equate this to getting started with ATF or automated test framework of course you really want to throw it on everything and get everything to use it um because it's really great to have um out there but that's a really big task that's a big chunk to really start using ATF on everything um especially on things that are more complex like change management uh and it's really suggested to kind of take a look at um easier Suites like incident um or maybe even problem easier things that you can really start with and start learning how to use the tool and start deploying out to your users and getting that feedback rather than really tackling those really complex large items first um so just just think about some low hanging fruits that you can use so let's say that you might have some um onboarding knowledge articles out there that really have stepbystep guidance um this could be a great candidate for a tour um let's say you want to keep that article still you still want to provide that step-by-step guidance well you can link a tour in that knowledge article and say Hey you would you rather just take the tour version of this just throw the link in that knowledge article and it will launch the tour for that user and I'll show youall where to get that link in just a little bit um so you know onboarding users to portals and catalog items especially if you're transitioning over from like service portal to employee Center um you know the interface is similar but things have moved around it's been recategorized differently with taxonomies and topics this is a really great candidate to get your users familiar with that employee center switch um or even if you have some catalog items on there and you want to um release some tours for let's say that you you know you've had incidents or questions where users are just kind of struggling on how to fill out this catalog item that's a great candidate and then of course onboarding your agents to configurable work work spaces so whether you're swapping them over from the classic environment or let's say you just have brand new agents in general and want to kind of give them the lay of the land um also a really great candidate um to use a guided tour on uh again if y'all have uh examples on what you've used guided tours on or what you're thinking about using guided tours on please F them in the chat love to get that discussion going and kind of having some kind of informal comments on this um on the on the event so other customers can kind of see how y'all are using guided tours and and really um start thinking about how they can start using them all right just a couple more slides here and then we'll get to the demo um so with guided tours we do have a creation life cycle just some things that you should think about when you're wanting to release a guided tour out there um just to kind of help you not have to go back and reiterate this does follow kind of like a classic development life cycle um where you go in and you get your requirements for the tour right you kind of understand the purpose for the tour um who your audience is and kind of the outcomes what they should expect to kind of gain by the end of the tour um when you're planning this you know you want to kind of take into account any kind of roles that need to see the tour um if there are any kind of views that these roles use um and kind of really capture all of those so you don't run into any surprises when you're um testing the tour um and then just kind of create an a rough draft of an outline of the tour um if you want I did for the one that we're going to build today just so you can go in there and kind of get your rough draft in there and then you can start refining it from there so once you have those two things um you can create the tour uh we do recommend doing it in sub production um and you'll use a guided tour um designer and you can start adding the steps into the tour I do want to me mention since we are on step two create tour there's going to be use cases where guided tours are going to go into production and then there's going to be use cases where they don't let's say that you have a training environment or a testing environment where you're creating incident records this is a really great candidate for that tour just to live um inside of sub production that way you don't have testing incidents and things like that in your production environment so that's another thing to consider when you're planning your tour where where should this really live um just so we can kind of minimize uh any kind of demo data and things like that from getting into production um so once you go through you're going to edit your tour um you know you're going to go and you're going to test the flow test where your call outs are at you're going to edit your step placement um and kind of edit your wording this is just all part of kind of building that tour from your draft all the way up to your final draft um and then you can start testing the tour um as a a user so you know make sure before you send it out to stakeholders um or you know promote it to production or publish it that you just go in as a user that the tour was built for and just do kind of a smoke test make sure it works for them making any refinements as necessary uh and then share that tour out with other testers so any kind of stakeholders let's say you're doing an incident tour maybe your service desk manager or other stakeholders um want to test it as well send it to them uh so they can test it before it goes into production or where it needs to be and then finally you're going to publish the tour um Let It Go live uh start getting feedback about it and this is where you go through those dashboards and start looking at the usage U kind of seeing if user are taking it if they're completing it successfully if it's failing or they're abandoning it for some reason and then make those refinements as necessary um I will mention this life cycle is in a training that we have on now learning called train users at scale with guided T designer which I'll promote at the end of this so if you ever kind of want to go back and use this as reference or get more information on this life cycle that's a really great training to take all right so those dashboards like I mentioned um you know you're not just done you don't just release those tours and they're gone and you don't know what they're doing we do have two great dashboards for you to use so we do have um an operational reporting one that's out of the box so no additional licensing required it uses reports uh and gives you an overview um kind of how your tour is doing as far as who's viewing it are they getting through it are they completing it are they abandoning it um and I'll show you all that within the demo and then we do have a more advanced one that does use that performance anal Antics or platform analytics licensing where you can kind of see the trends um into those that data uh and you can go in and do it by breakdowns as well so if you want to see how just your workspace tours are doing you can use those breakdowns um and portals and things like that so you can get a little bit more granular with that information okay so we do have the demo coming up I do want to pause for questions before we jump into that I do see we had a couple come up here in the Q&A um so let me just take a moment and kind of read through what we got in the order that we got them so if a tour can live in subpro does that mean tours are captured in update sets yes you can absolutely capture a tour in an update set you know I recommend with any kind of development if you are planning on moving environments go ahead and update you know open that update set before you even start building your tour and capturing that information um it really depends on where the tour is going to live like if it's in Dev you may not want to have it an update set might be a good idea just to back up your work of course um but you know if you are planning on promoting it then go ahead and just open that update set and capture it let's see has the ability to format text improved um from San Diego let's see you're trying to format text colors Etc um I'd like to get a little bit deeper on that I know we have the colors I have some formatting in My Demo where I make words bold I haven't tried the colorings yet so that's a really good one for me to take offline and kind of get a uh list together of the formatting options that are available in call outs and we can post that back to the event rolls aside practically speaking who's who is best suited to create the tours um an SN admin or someone with training an ocm responsibility I'd say honestly this would need to be someone who not only has access to the guided tour admin role so we do have a role where you can we have two different roles we have the guided tour admin role and then um there's the guided tour dashboard role um that you can give users but if you are planning on promoting them that person would probably also have to have the ability to create things in update sets um so maybe kind of someone who's a citizen developer uh in that kind of role um so that that really just kind of depends on on your organization I know some organizations they allow like incident process owners to be a citizen developer uh and different process owners um so it doesn't specifically have to be an admin um I would say you know it's great for an admin to definitely do that code review and that testing especially if it's going to go into production just to make sure um everything is good um and just to make sure that you know if there is an issue where records are being created you know we can kind of have that conversation and decide where that should live um but for the most part these are pretty low code um so there's really not any coding that has to be done so you know it is suitable for someone who kind of has the training on on how to create them and can use update sets all right uh in old versions of guided tour there was always an issue when moving the hor through tabs on a form are you aware of that issue in Vancouver um I know that we did have some defects out there I'll have to kind of go back through um our support knowledge base and see you know what the workarounds are on that and how we cleared it up so let me answer that one offline as well um I will mention for workspaces and we have it in that product documentation that um when you're opening like links to new tabs um you might have to be a little bit strategic in this to where the tour might end depending on where you're going to go um in My Demo I'll show you where I kind of create a new incident and it reloads in the same tab so it keeps working um that's kind of a workspace specific thing but I did want to mention that that's in the product Doc and something to take into account if you already have PA is the guided tour PA reporting included or an additional fee so if you're license for it you should be able to go ahead and download that content pack and start using it um you know I will preface again contact your account rep if you just want to make sure um but if you are licensed for it those contact content packs should be available to you how do you recommend clone down if the tour does not move to prod good question um so in that case that would probably be something where you would need to exclude it from the Clone uh and kind of do that that manual configuration with your clone exclusions uh you could always just repport the import set or the update set back in probably the Clone exclusion uh exclusions is going to be the best way to do that or you could always just promote it up to prod and just leave it disabled that's kind of the the automated test framework strategy that we use where everything's in prod but it doesn't run in prod so you can just keep it disabled and that way it clones down and then you know run some script to reenable those tours in your subr after you're clone let's see um I see there existing guided tours can these be copied or modified insert and stay um I would say go ahead and create new I the out of thebox Tours um they've been around for a couple releases they are mainly on the classic environment um you can definitely try to insert and stay but I would really just now since we're working with different interfaces and and things have changed since this out of the box tours came available kind of use them as reference and guidance um but definitely more than welcome to try and copy them in insert stay um just keep mind you might have to make some revisions to them based upon your customizations that you've made all right so I think we got through a lot of the Q&A I'm going to just um switch my my screen sharing here and my instance probably did log me out so let me go ahead and log back in that's I think on every everyone's Academy whether it's this Academy or or othery there's always a pause for Rel logging back in to your instance honestly I think something was wrong if that wasn't a thing that we had to do I know right just live on live coding happy hour somebody always forgets to zoom in here you always have to log back in it's just something always something always okay no um can y'all can you see my Google Chrome screen yes we are good to go perfect um so let's go ahead and just go through um we're GNA go through a demo of creating a tour and kind of talk about some things um I did want to mention if you're on the product docs um you're going to see let me just show y'all real quick so I'm on the product docs um one thing to note um if you want to use guided tours the next experience is turned on make sure that the system property is enabled um I haven't come across an instance that it's not enabled on but you know if you come across this just double check and make sure that that's set a true um but what I wanted to mention in this explor and guided tours article um in our our new docs interface which I'm really loving not that old kind of green color uh which is amazing um we do kind of list those areas that guided tours are either supported on or not um and we kind of break it down so standard forms classic environment um service portal and then workspaces right so the different app shells so your breadcrumb app shell uh if you're using like the project workspace or there's some other workspaces out there they use a different app shell called the breadcrumb app shell um versus something like service operations workspace that uses the workspace app shell with all the multiple tabs and things like that this Ace unified nav app shell so that's some internal warning Ace stands for uh admin Center experience um which I'm also the product manager for so when you see Ace unified nav app shell and I'm trying to get this wording a little bit um more kind of not internal and user friendly um think about these pages so your admin Center homepage or if you go into um application manager that that's also what's considered an ace experience page so you can build tours on here if you want I don't know if application manager is the best candidate but maybe um your admin homepage is a good one for onboarding new admins um and kind of telling them what they can do and what they can't do in here I know a lot of organizations and ones that I've been part of really kind of if before you even get that admin role in Pride you have to go through some kind of training um so that's a good one to kind of get your admins uh ACC made there um so we're going to go ahead and start working on our guided tour I'm just going to go over to the all menu type in guided um underneath guided tour designer we will have some different options here where you can create a tour um see all of your guided tours you can configure that auto launch so if you want a tour to launch when someone navigates to a particular page for the first time it will do that or you can leave them as manual um this overview is that free reporting dashboard um that's where that launches too uh and then uh if you have the advanced analytics you'll see it too but let's go ahead and jump into creating a tour we'll get there your instance names are so much better than mine my Vancouver instance is meow y'all we have these employee instances and you know they don't sleep like pdis but they're not the most performing instances out there so um cool so we're going to go ahead and give this tour a name so the name is going to be what your user see in The Help menu so make sure it's something that kind of makes sense to them so we're just going to give this one service desk agent landing page and I am going to be copying and pasting for time sake uh and then this is where we select that tour type right so now we can go through on Vancouver and select workspaces um so you do have options here with pasting URL versus manual selection um I do mention some things in the community article um that I put out there uh you know considerations on that for this we're just going to do manual selection and we're just going to find the service operations workspace you you probably have to scroll through these i' I've done this a thousand times now so I'm just going to select the homepage uh and then we're going to set it on the iil role uh again you it depending on your roles at your organization uh whichever ones make sense for um that so we go ahead and create the tour and this is going to launch us into that guided tour designer um kind of interface and it's going to pull up the page that we specified so that homepage we'll just give it a second to load I do recommend um if you're an admin or whoever is creating the tour um kind of get this similar make sure your view is similar to the users that you're creating it for so um on this I did dump my admin user into some groups um you know I'm not really in assignment groups you may be in your organization but kind of having a good um testing user to create this with who can um create update sets um so from here um just a few things we're going to go ahead and create an introduction and again I'm going to do a lot of copying and pasting so not the most uh riveting thing but just so y'all can see for a sake of time um here are some of the formatting so I wanted to make that bold I can put strong in here and I will definitely get a list of formatting um that we can do here for everyone uh and then here's where we start really looking at our call outs um so I'm going to go ahead and just drag this one I'm going to drag this one up here uh and this is really where you kind of have to start playing around with um how these look and making sure that um the call outs don't really go in front of things or kind of cut off things so it will suggest where the call out should be like I only have below here based upon where it sees where it's at uh if I did it above it's going to totally go off um so it did suggest that below was the best place place for this um so I'm going to keep it there and then on this action um there really isn't anything that a user can do here since I didn't place it right on the plus symbol um again it was going to kind of cut off some things so I decided to move it over here uh I'm just going to keep it on next button click and kind of refer to what the user can do so skippable that that's really good um let's say that you have conditional things on the form some things that all users may not see but some users May see and you have it in that guided tour so skippable just allows for the tour to continue and not fail when you have those kind of uh elements that may be pertinent to some users and may not be pertinent to others and we're going to go ahead and save this so I'm just going to kind of Breeze through um all these things here so what I found uh in my testing is works really good when I put it on like this Rich Text um kind of component here um that's always going to kind of be so the banner that's a good example of conditional um the user can close this so it may or may not always be there so let's just go ahead and make sure that we Market is skippable uh and I will mention to uh there is an update set with this Tour on that Community article um so I know I'm breezing through this for time uh but I do walk through this on that Community article and give kind of step-by-step instructions on what's going on and as to why and while I'm doing this if there's any questions coming in just let me know and I can I can talk and uh talk and do this at the same time so it looks like they have a form SL page that has drop-down list and when they choose one of the options it redirects them to another form but when you do this in the guided tour Builder it wants to redirect out of the Builder is there any way to work around that and get it to advance to the new page within the Builder like it does with straightforward links uh I think that's one of those those issues where you're going to a new page uh and the guided tours can't really start on that um that's I think that's going back to that previous question where we had kind of a defect or something on this in the past that I'll need to kind of go back to all right awesome imagine if I were typing all this out by hand oh my goodness you you can also move this down too that's another thing that I noticed which was nice all right awesome so we have this here um it's in the draft State um you can preview it from here um let's just go ahead and publish it because I want to just show y'all I know we're getting low on time just want to show youall how it looks another thing before I get out of the guided tour designer here's that link to copy the tour to put into knowledge articles and other sources that you may have um if you just want to direct the user directly to that tour or if you are sending this to stakeholders for testing that's where you'll find that link so we'll go ahead and publish this tour and I'm going to get out of guided tour designer I'm just going to go all the way back kind of refresh for good measure and then we're going to go into service operations workspace and give that a moment to live so I didn't Auto launch this one it's still a manual process again you can set that auto launch preference for that um I can actually show y'all real quick uh where you would do that before we launch so configure Auto launch you're going to see all them list go ahead oh sorry we just uh go ahead finish this up I was gonna say um so Auto launch It's Gonna Be by page because you can have multiple tours by your page URL so that's how that's going to look you can just go into it um and you can decide which ones to Auto launch so of course I playing around with this I have kind of two you can reorder them so if you want one to Launch after or the other you can do that but that's how you would configure those Auto launches I'm a particularly interested in this question do image tags work in the guided tour I pasted one in our chat if you wanted to just paste it and see if it worked let's look let me get back to our chat here I where is the image or in our chat yeah okay let me see if I can find just copy that that whole thing let's see if that works please I'm not seeing it oh you're not on mattermost oh in mattermost I thought you were posting it here um can I go through this tour first before we start throwing things in there totally okay um so this is where you'll find the tour on man and help center um so you can see there's a tour here and this is where your users will start launching it um so you can see it just it just walks them through everything again you can get um this is really high level right we're just clicking next on a bunch of stuff you can definitely get a little bit more complex with this um and walk the user through this so service operations uh landing page is a really great candidate right because it's a little bit different from what your agents are are used to seeing um and this is really great just to walk them through what they can expect like I didn't know before I created this tour that this recently viewed section actually takes a lot of the stuff from the history I had no idea and I was going kind of through it and building this I found that out um but let's let's try and go through that and add that um in tag out let's just see what happens it was a great idea to show the tour before I broke it it does work promise and then I'll kind of Breeze through like the page and the the record page too all right let's go ahead and edit with designer um I you can edit it while it's still published you don't have to put it back in draft but if you are you know making a a lot of revisions and going through and in doing that testing let's say that it's kind of maybe already in prod or something or you just don't want people to launch it for a period of time you can always put it back in draft let's see where do we want to put this you want to try and put this in the intro yeah okay yeah so I see right there that's a good thing for me to track down so I know onboarding models can support images um so these things let me see if that will pop up these onboarding models do support images and videos um that's probably the answer to that but let me check with the team and see if maybe there's some formatting that you have to do or maybe it's like a road map item because I mean we are able to support it in a different respect so thank you for checking on that now we can go back to the list page yeah of course that was fun um if y'all didn't see the image it was just for scump waving uh which is fun I think that'd be a really great one for an intro um so for the list page again if you are onboarding those agents um you know this is a little bit different from what they're used to seeing uh you can launch a tour on this page and um walk them through it so I did a couple of things here or you know I'm getting them to interact with the page and um you know getting them to open this open incident um you can actually set a tour to open on a specific list there are parameters if you click on the list page um I put those in that Community article um so you don't have to be as granular as this but since I was shipping this out to everyone I just wanted to make sure it worked um but I did want to mention that here's where you can force them to interact um and do things um again within reason and what we support um copy URL kind of went over my my call out so I just hit next on that just kind of a a thing I decision I made as I was making this um but you can kind of see you really can really walk your user through a lot of different things on how to use the list page um what's available to them like when I was onboarding as an admin like in 2016 like it took me a little bit to understand what I could do on right-clicking and sorting and filtering so this is another great example of how you can really give your agents the information on what they can do in like column headers uh and different rows and things um that they may not have known or may have taken them just a little bit to find out um tabbing through pages and things like that and then of course the my list um page if you want to kind of tell them what they can do here and and how they should do it again like I mentioned those modals aren't um supported yet but as soon as they are that would be a great candidate to kind of do a tour on awesome and then you can kind of tell um your users at when they're done with the tour go ahead and revisit this again by hitting the help center icon kind of giv them that call to action on how to do that and I only got 10 minutes left we're going to Breeze through this record one um so on the record page on like creating some of like new incidents uh you can put a tour on that and kind of walk your users through um what's available like your admin has configured the fields here um how to jump to different sections on the form what they can do and then this is where that training really comes in right getting your users to create that incident not in prod um and walking them through that whole process uh I don't think I'll go through all of this one we are getting low on time um but we'll be shipping it out in an update set um but you can even drag call outs and stuff over here to agent assist um and kind of just walk them through that whole form itself awesome so let me go ahead and stop sharing here we're going to just jump to some of the slides because I want to make sure we got the resources and sorry I did not get to that dashboard um we'll cover that I'll cover that in a different video and put it on the community time got away had so much fun talking about these tours so um just some important takeaways um before we kind of wrap up on some Q&A um you know again I I really breath through a lot of stuff on this session this session was definitely not enough to cover all of what's available in guided tours um we do have this train users at scale with guided tour designer training um it is from 2020 a lot of it is still um pretty relevant it is on the classic environment and I do uh plan on uh updating it and presenting it at knowledge 2024 so if you are going or you know attending virtually be on the lookout for a brand new updated training with workspaces and tips and tricks um but this is where you know a good reference if you are you know seeing your your tours failing kind of why what things can you do where you should really kind of put those call outs how you deal with like collaps elements and things like that um this was actually created by our custom Training team so we have a team here that creates custom Training for customers so they create um the training on how to like build guided tours we have teams that build guided tours and they really took a lot of their best practices and all that experience uh and put it into this training um so this is a really great one to take a look at um and then guided to our resources again that that training uh and then the admin experience product tuub um so we have resources on guided tours guided setup help center admin Center it is all there in the admin experienced products Hub so hopefully if you're here you you've navigated to the next experience one so go ahead and check out the admin Experience One um it's good as well and then let's go ahead and I do want to leave a few um more minutes for Q&A before we get to the general housekeeping wrap-up slides um but I will mention I have a nice little QR code here um for any kind of like feedback that you might have so I do have some questions that I'm kind of trying to get information on um for enhancements but also any kind of General feedback that you might have in guided tours um during this session feel free to go ahead um and use that QR code and let me drop this into the chat too uh and this is secure it's just going to me um it's not public facing and you don't have to leave any identifiable information um just trying to get some of these questions answered about guided towards with this so I dropped that in the chat um so we let's see let's go ahead and see if we have any outstanding Q&A I think we just have the one which is what accessibility is built into guided setups do you know how it works the screen reader guided setups um that I would have to probably refer you to the product documentation on guided setups that one um really uh is kind of aart from guided tours itself if you're looking for accessibility on guided tours uh it is within that product documentation um also good thing to kind of keep in mind when you're designing guided tours is the accessibility um and how a user would use like a screen reader to kind of tab through all of your different call outs uh and what order they're in um but definitely check out that product documentation for that accessibility information and I think that's it for questions okay well got about five minutes left so I will go ahead and let you do the uh overall Academy housekeeping wrap up awesome so thank you all so very much and thank you so much Ashley I learned a whole lot about guided tours it was something that I ended up missing being a portal developer I just never was in this UI so thank you so much that was really awesome if you want to learn more about uh next experience in general we have a next experience community on the community site where we also have the next experience center of excellence and I am going to post my little little short link here and then when I'm done talking I'm going to post the longer link for those of us who have uh very restrictive it departments that don't let you have your own uh that don't let little shortcuts work here is a great resource and repository for all the information and stuff that my team works on ignore the events list that list theems I totally haven't updated it for November yet but that's okay because the link there will take you to the longer list of events fory and that is updated that where you're going to be able to find the recording for this video posted within the next week um and it'll also have the slides and the Q&A from the session uh We've also got some next experience in UI Builder courses on now learning and the next experien YouTube playlist which you can also find from the um Academy's Community post that is going to be where you can find all of our historicaly that we've done for next experience and we've also got so so soy our next experience Academy is on the third Wednesday of every month except December now we also have another a little bit more indepth more technical uh live stream that we do twice a month on this month we're doing it tomorrow the 16th and on the 28th of November at 4M Eastern and that's in the developer um Advocates YouTube channel it's called you and I Builder live it is a really fun more technical take on learning UI Builder together where we try to make something happen it's not as as well put together as the academy s it's a lot more um kind of see what we can do and hope it works type Vibes like real development so if you're interested in a more technical Deep dive um it's also a great way for beginners to start getting immersed in UI Builder um definitely come check that out you can find links to that in our community um Center of Excellence as well and I think we're ready for the next slide join future webinars and meetups live on service now is a whole series of events that are all pretty much uh Academy sessions so you can use this QR code here to learn more about it or we have the next uh slide that has links to all of the ones that you can go to directly using the SN Works shortlink we've got platform Academy which Ashley frequents um she was talking about Lisa earlier uh that's where you'll find them and then you've of course got our next experience Academy thank you all so very much for joining us today and we won't see you next month we'll see you on January 17th at 11 am Eastern thank you all so much and thank you Ashley thank you goodbye bye