servicenow. Module 6: Enable productivity Module objectives VY Provide support to Fulfilers and Agents Assist users in building visualizations from various sources VY Add a visualization to a dashboard Y_ Demonstrate a basic understanding of Platform Analytics Y Create notifications VY Identify productivity tools Labs * 6.1.1: Create a visualization and dashboard * 62.1: Configure notificationsservicenow. Platform Analytics experience Section 6.1 User story As the IT Product Owner, | want a dashboard that allows me to monitor my Infinity HHD Service offering, | also need other visualizations that show HHD incident records by Pilot vs. Non-Pilot ‘and Firmware vs. Non-Firmware, and a chart that will show me open P1 HHD incidents.servicenow. Platform Analytics Ask a question about your data You can see how things are performing now and trends ‘overtime, Dashboards mA Peed Visit the Analytics Center as a unified interface for visualizing data from multiple data sources. ‘On the homepage you may create new dashboards or visualizations. Data Visualizations use graphics to represent tables, indicators, and other data. Run predefined conditions or create new custom charts with the Visualization Designer. Optimize processes and increase productivity with the Platform Analytics applications. these applications include the Visualization Designer, Performance Analytics, User Experience Analytics, and Process Mining. Present data through either the Core UI or the Platform Analytics experience.Data can be visually represented in many ways, including bar charts, pie charts, dials, lists, pivot tables, donuts, and more. Visualizations can be run manually or scheduled to be run automatically. There are a range of predefined conditions that pertain to applications and features like Incident Management and Service Catalog requests, including Key Performance Indicator (KP!) reports. ServiceNow visualizations are interactive. Users with access can drill down to view and manipulate the underlying data in real-time or over a period of time. Ifnone of existing visualizations meet your needs, you can create your own by navigating to All > Platform Analytics > Library > Data Visualizations (or All > Platform Analytics > Analytics Center > Create new visvalizations). Alternatively, you can simply select most column context menus in ony list to generate a chart directly from the data in that ist. Real-world use cases: * Management needs to have a chart automatically generated and delivered to her division for allP1 incidents that happened overnight » Vendor management needs to see a quarterly roll up of Service level compliance of their third- party service providers * HR may use visualizations to measure average Benefits Case load by assignee during open enrollment * Anagent needs to have evidence of his performance managing cases over the last quarter in preparation for his quarterly review For more information, navigate to All> Platform Analytics > Analytics Center. Outside of this course. you may be using an instance that came before Xanadu and will need to migrate your Platform Analytics content. For more information, see the Product Documentation below: Jumpstart Your Migration of Platform Analytics Platform Analytics Migrationservicenow. Visualization types UR RN it nee te a iol] Pareto Donut Heatmap Other types include Speedometer, Dial, Single Score, Pie, Semi Donut, Bubble, Multi-Level Pivot Table, Line, Column, Area, Spline, Bar, Histogram, Horizontal Bar, List, Funnel, Calendar, Pyramid, Box, Trend, Control, Trendbox, Map, Pivot Table, and Text Analytics. You can build the charts from scratch, but itis often easier to start with a filtered list or an existing visualization. When you start with an existing chart, configuration choices will be provided for you. By modifying the provided options, you can configure the visualization to meet your needs. It is a best practice to duplicate a visualization then edit your copy. ‘Advantages to modifying an existing visualization: * You can start with @ visualization that already has the basic information and make minor changes to get what you need. * Browsing existing charts helps you lear which of the tables are relevant to the work you do. © Helps you leatn different uses for the various types. * You can leverage ITiL bes! practices by using Key Performance Indicator (KPI) reports.servicenow. Data Visualization controls ad a] Teo eearce) ore) adda Bereta All Coa All > Platform Analytics > Library > Data Visualizations contains a library of visualizations which you can run and use to create your own custom visualizations. Many of these came with the platform and others were created by your reporting administrators specifically for your company. Head to All > Platform Analytics > Analytics Center to learn more abou! how to create and distribute visualizations and dashboards.servicenow. Visualization Designer eee mea OME] ene ee CM AR ee oc} = You can also: a | + Schedule chor, so they — = - ‘re run and distributed on 7 regular boss 7 Nite eea er wegie ts i . ' Peter earns rae + Integrate chartsinto } reporting configura intuitive dashboards with ' Cores ow Interactive fiters and 1 widgets that let you 1 = Visualize date in the most effective way. Use the ServiceNow Visualization Designer to: + Leverage reporting visibility and available visualization types * Use multi-level filters, filter operators, and sort order to refine visualizations * View, create, edi, and schedule visualizations + Work with reporting roles Use Related Tables (dot-walking and Database Views}Each section of the Visualization Designer provides different configuration options. Here are a few options to configure: * Data: Select the source from where your data comes from. You can choose a data source, which is a predefined data set used for creating visualizations; or a ServiceNow table, * Type: Select the visualization of your chart by choosing a type. There are over 20 different types to choose from! * Group by and Sorting: Do things ike group the data by a specific field(s) and run calculations ‘against the data. * Presentation: Adjust the look of your visualization. from coloring to titles, as well as making adjustments fo the legend. System tables are, by default, restricted from the reporting module. These tables include, but are not limited to the following: systog, syslog_transaction, sys_attachment, and sys_email For more information, including instructions on how to report on system tables, visit ServiceNow Product Documentation for Report on System Tables ts Reserved. servicenow. Visualization Designer actions and optionsservicenow. Visualization Designer actions and options ‘Menu options include: * Create anew visualization + Duplicate the visualization + Share it with other employees + Export different charts * Schedule generated visualizations + Add frequently visited visualizations to your bookmarks page Share LExport @Schedule [1 Add to bookmarks G Delete * Delete the visualization The actions in the Visualization Designer include Add to Dashboard, Save, and the More options menu. Select and deselect the configuration panel to customize each part of the visualization. Select the Details side panel to configure the name of the visualization, as well as the description, requests, owners, groups, and see when the visualization was created and last updated.servicenow. Filters and predefined conditions ci Creer Seto the filter and add the data source. [Beemer ‘Add predefined conditions or create custom ones. Depending on the table selected, there may not be any predefined conditions, but you will aways have the option to create them and Run the filter Results based on the table will vary. When done, select Add this source to continue styling your visualization.servicenow. Dashboards enable you to display multiple Platform Analytics, reports, and other widgets on a. Fire) eters ON Ree Asset Overview 7 ' 7 ' ' ' 1 9 ' With dashboards, you can: + Share Platform Analytics and visualizations on both Workspaces and classic dashboards. * Create and edit Platform Analytics and other widgets directly from the dashboard. * Use the Add Widgets pane to quickly find and preview widgets, then add them to the dashboard. + Easily share dashboards with other users from the integrated sharing pane. * Use quick layouts fo snap widgets into a predefined layout, then adjust the layout as desired. + Set dashboards as your homepage so you can quickly access information that you use frequently.servicenow. Add a visualization to a dashboard 7 Ad to new dashboard THIAGG to existing dashboard To access Data Visualizations and Dashboards, navigate to All> Platform Analytics > Analytics Center. You may either select Create new dashboard, or Create new visualization. To add a visualization to a dashboard, you can do so by creating a Dashboard, then adding a visualization as an element. Altematively, it you want to add a visualization to a new or existing Dashboard, first Save the visualization, and select Add to Dashboard. View the steps in the Visualization Designer: 1.Select the Add to Dashboard option, then select +Add to a new or existing dashboard. 2. Make sure the Dashboard name is either selected or created, then select Add to Dashboard. 3. View your visualization in the Dashboard,servicenow. Performance Analytics in the Platform Mean eT Rte een en a eee Meus amare) neu Crary provides information about performance wit: <€ y » Performance Analytics (PA) allows users to create dashboards with widgets to visualize data over time to identify areas of improvement. With PA, users can leam to identify the metrics that matter for business objectives, using out-of-the-box ServiceNow capabilities and content fo address measurement and reporting scenarios,Unlike running @ visualization in the Platform, developing and using an analytics solution is an ‘ongoing and iterative process that users can improve over time. Review performance indicators, monitor metrics, and make improvements to organizational decision-making. The Performance Analytics Architecture: Widget - Saved view of indicator or breakdown Tables: Indicator Source - calculates scores Data Collector ~ recurting jobs taking data snapshots Dashboard - Custom arrangement of widgets For a basic overview of Performance analytics visit ServiceNow Product Documentation: Performance Analytics. Performance Analytics can generate accurate historical trends by capturing continuous snapshots ‘on a regular schedule. As illustrated here, ad-hoc reporting answers the question of "Where are we today?" while performance analytics answers what is happening over time. In addition to calculating trends from snapshots, Performance Analytics can: » Track performance against Targets Alert when Thresholds are met Forecast future performance + Compare performance at different points in time © 2025 ServiceNow, Inc. Al RightsReserved servicenow. Overviewservicenow. Lab activities Time [= Files needed 20-25 minutes None Lab 6.1.1: Create a visualization and dashboard © Create a new visualization © Create and edit « dashboardservicenow. Create a visualization and dashboard Lab 6.1.1 Time 30-35 Minutes ee sed You will achieve the following objectives: » Create a new visualization * Create and edit a dashboard © Share visualizations and dashboards with others in your organization jot Field, 3.2.1, and 3.3.1 ~ Service, Service Offering, Firmware Lab Dependency: Subcotegory Scenario The Product Owner, Annette Frietas, wants one place fo go to get all the information she needs for her Infinity HHD product. She also wants to know how to create her own visualizations. Requirement #1: Create a dashboard to use for monitoring the service offering. Requirement #2: Create a visualization from ai list fo show HHD incident records by: * Pilot vs, Non-Pilot © Firmware vs, Non-Fimware When organizations land new intemal projects or new implementations, sometimes they forget about visualizations until late in the development process.Section 1: Create dashboard Requirement #1: Create a dashboard for monitoring service offering Create dashboard 1. Ensure you are logged in as System Administrator. 2. Navigate to Alll> Self-Service > Dashboards. POM Ucn) When the com.glide.par.unified_onalytics.enabled system property is set to true, users see. both Platform Analytics and core UI (responsive) dashboards in the Analytics Center. Navigating to Self-Service > Dashboards will open the Platform Analytics interface. ‘Additionally, Pie Chart and Bar Chart reports created from the Column options context menu in core Ul ists wil be created as Data Visualizations rather than Report Designer reports. 3. Select Create a dashboard. oui 4, Complete the form as follows: * In-line editor is selected * Name: Infinity HHD Product Monitoring * Select Create new dashboardNew dashboard x Select how do you want to create your dashboard Inline editor Technical editor Recommended formost wert Toe advantage of sme ational capabilities ie Create dashboard by dragging and dropsing Seances components onthe stage ofthe page Infinity HHD Product Monitoring Cancel sate new dashboard 5. You will be on your dashboard landing page. Infinity HHD Product Monitoring. sass one Section 2: Create visualization to show HHD incident records Requirement #2: Create a visualization with dynamic grouping The reports need to show Incidents vs. Inquiry: Pilot vs. Non- lot: Firmware vs. non-Firmware. Create Test Data 1. Navigate to All > HHD > Incidents and Inquiries. 2. Select New.3. Create a new Incident as follows: * Caller: (Select any) * Category: Inquiry / Help * Subcategory: --None-- * Service: Training * Service Offering: Infinity (HHD) * Plot: Selected (true) * Short description: Test for Pilot Inquiry + Impect: High * Urgency: High 4, Select Submit 5, Select New to create another Incident as follows: + Caller: (Select any) * Category: Hardware * Subcotegory: Firmware * Service: Training * Service Offering: Infinity (HHD) * Pilot: Cleared (false) * Short description: Test for Firmware Incident + Impect: High © Urgency: High 6, Select Submit 7. Ensure your list has at least three records with the following parameters: * Category is Hardware and Pilot is false * Category is Inquiry/Help and Pilot is tue * Category is Hardware and Pilot is true Note: Your record numbers and data, such as caller, may be different based on the data you entered when creating the new incidents. if you completed the Optional Challenge in Lab 3.3, the breadcrumb will read All > Service offering = Infinity (HHD).Create a visualization from list 1. Right-click on the Pilot column heading or select the column options menu (3 dot icon] and select Pie Chart Pilot [E} -coteonm rman Sort (atoz) Search Sort (z toa) Show Visual Task Board false Ungro Group By Pilot ioe Bar Chart true Launch Interactive Analysis Configure > Anew report launches in the Visualization Designer. ie on Incidents by Pilot crested by System Adminstrator 2024-1 i aT pie 2.Select the Configuration panel, then set the Visualization type to Donut, Configuration Visualization type [© Header and border v3. Select Details, then replace the Report name with HHD Incidents - by Pilot, Inquiry, Firmware. 4. Select Configuration to get back to the Configuration panel, then select Add alternative group by. Group by a Pilot (u_pilot) e Add alternative group by| 5. Select the toggle for Selector visible by default. Assignment group > O Business duration (7 Business resolve time Caller > @ Category Caused by Change > Selector visible by default ( | Note: When enabled, the Group by selector is available on the data visualization.6. Add Category and Subcategory to the Selected list. Then, select Apply. Selected group by (3) # Pilot (u_pilot) # Category Subcategory7. Select Save. Verify your report looks similar to this: 8 Select Group by drop-down menu at the top left of the visualization and sort through the different groups 9. Select the different groups fo get different perspectives on the data: * Pilot - shows whether the record is Pilot related or not * Category — shows whether the record is either a Hardware Incident or inquiry * Subcategory - shows whether the record is Fimware or empty10. Select Pilot from the Group by drop-down Ist. 11. Save the selection. 12. Select on the blue(tue = 75%) part of the donut to view the Pilot incidents. The incidents that meet this filter criteria display. = VY & Incidents | Number + | Search All > Service offering = Infinity (HHD) > Pilot = true Note: If you did the challenge exercise in Lab 3.3.1, your fitter criteria wil look like this: All > Service offering = Infinity (HHD) > Pilot = true Locate the new visualization Navigate to All> Platform Analytics > Library > Data Visualizations. 2. Select Owned by me to view the HHD Incidents visualization. 3. Select the HHD Incidents visualization to open It Dont amin 4, Use the More actions menu to Add the visualization to your bookmarks. board» | O + Create new Duplicate ki Share LExport @Schedule D1 Add to bookmarks © Delete ———Add visualization to dashboard 1. Navigate to All > Self-Service > Dashboards OR All > Platform Analytics > Library > Dashboards. 2. Search for Infinity to find and open the Infinity HHD Product Monitoring dashboard. 3, Select Edit, then select Add new element > Data visualization. lode Add new element ¥ | | Search elements Fiter ‘elect Saved Visualization. ‘Add Visualization x New Visulation + ‘Start a mew Visualization from scratch without preconfigured data Saved Visualization a5. Search for and select the HED visualization. Then, select Add to dashboard, Infinity HHD Product Monitoring (7) +asau» )(©) (Soe) (eae made) EEE ( Hn , Configuation x . You are eitng an element that Insaved tothe brary. Dont = © Incdent Wena ye Tip: Selecting Save on your dashbeard or visualization regularly, is a best practice. Section 3: Share dashboard with groups and users 1, Select the More actions menu, then select Share. + Create new Duplicate Printer friendly © Clear all filters (Add to bookmarks | Popen record G Delete2. Complete the information as follows: * Grant access to: Training Technology Support * Select Add as editor * Select Confirm (ame Comyn her Note: To share visualizations and dashboards with colleagues, you will need to grant access to share the visualization AND dashboard to each group or person. If you grant access toa dashboard alone, viewers will not be able to see the visualization unless they have access to both. Congratulations! You granted access fo everyone in the Training Technology Support group to add elements fo the Infinity HHD dashboard! You have completed this lab. servicenow. © 2025 ServiceNow, Inc. All Rights Reserved. User storyservicenow. Notifications Section 6.2 User story As the IT Product Owner for the Infinity HHD, | need to be notified whenever a critical (PI) incident is created for the Infinity (HHD) Service offering, I would aiso like the Training Technology Support group members to receive an emalll for critical (P1) Incidents.servicenow. Email notifications Your request was closed Hi Dave, 1NC0009004 has been marked complete and was closed You can view your request to see past activity and updates. [Need something else? Make another Request About this request ‘Shon description’ Defect tracking too! is down. Closed by: System Administrator Ciosing notes: Reverted to a previous version. SN ele ad ease eda ea ee eR ea Mens ree ia aces od om ol ero Piette) notification is a tool for alerting users when events that concem them have occured through the following methods: » Email = SMS * Meeting InvitationEmail notifications are used to send selected users email or SMS nofifications about specific activities in the system, such as updates to incidents or change requests. To access a new notification record, navigate to All > System Nofification > Email > Notifications. Tip: To view notifications in your instance, navigate to All >System Mailboxes > Outbound > Outbox. Right-click on Created Date and select Preview Email Tips Pitfalls = The baseline system provides several» Customers tend to overdo e-mail notifications. email nofifications, + Customers get overwhelmed and confused by the + Explore editing an existing number of different notifications. notification Before creating anew’ © Customers specify requirements for caller-tacing one. nofifications tos late into implementation. servicenow. (©2025 ServiceNow, Inc. All Rights Reserved, Creating notificationsservicenow. Creating notifications Select the When to Send tab to select when the record is inserted or updated, as well as set conditions. Whentosend Whowillreceive Whatit will contain Sendwhen | Record inserted or updated Updated Inserted Conditions { Add Filter Condition |{ Add "OR" Clause =choosefield~ + | ~oper ~value~ @© ses: witeceneiochoorewienussergeupiwl _rceve naor iste one not Whentosend Whowillreceive What itwill contain Groups | & SubscribableSelect What it will Contain to draft the email subject and body. You may ako apply an email template under this tab. Emailtemplate | Employee notification template Subject | Incident Sask effective number] was created Message HTML Brute two ~ 166 . eS BBesM ER Fz =. We received your request @ Future use cases HR may use notifications to communicate an office closure due to inclement weather ¥ An account executive is notified that a contract is expiring Creating notifications allows administrators to speci * When to send the Notification = Who receives the Notification * What content is in the Notification When to send dropdown options are: © Record inserted or updated © Eventis fired * Tiggered * Script (when in advanced view mode}.Send notifications to specific users and/or groups. If you address the Notification to a user with an inactive record in the User [sys_user] table, the system does not send the notification to that user. Tip: Consider limiting the recipient ist of any notification to 1000 users. By default, if a notification has more than 100 intended recipients, the system creates multiple notification messages with up 10 100 recipients each. If you want to change the recipient limit, set the system property glide.email.smtp.max recipients. If using an Email Template, then Subject and Message will be used from the template unless overridden with a different (new) subject and/or message. Now, Inc. Al Rights Reserved servicenow. ©2025 servi Using email layouts and templates with notifications,Using email layouts and templates with notifications {All> System Policy > Emoll> Layouts {All> System Notification > Email > Templates Step 3 Apply Template to Al1> System Noliication > Emell> Notations Noffication (rat it wl contain tab) now We recived your requestEmail layouts are created to specify the HTML content you want to appear in the body of one or more email templates. By default, the system includes several sample layouts administrators can use to create their own layouts. Administrators can create email layouts using an inline HTML editor or manually entering HTML code. 1. Navigate to All > System Policy > Email > Layouts 2.Select New 3. Complete the form 4, Select Submit The system stores email layout records in the Email Layout [sys_email_layout] table. The system creates the email layout record, Email templates: 1. Navigate to System Notification > Email > Templates. 2. The system displays the list of existing email templates, 3. Select the email template to which you want to apply an email layout. 4. in Email layout, select the email layout fo use to format the body of email messages. 5. Click Update. The email template uses the selected email layout to format the body of email messages. For more information, visit ServiceNow Product Documentation: ‘Create an email layout Create an email template © 2025 SericeNow, nc. Al igh Reserved servicenow. Subscriptionsservicenow. Subscriptions Cea era Re Rt eee Te a a Cee ea Sons In addition to email notifications, Short Message Service (SMS) is supported, also known as text Recs Recs Notmeson preteens GatThe Notifications page of Settings is where users can define nolification channels (methods of receiving notifications), as well as manage their subscriptions to system nofifications. SMS (Short Messaging Service] is the standard protocol used to deliver short text messages to mobile devices. Most mobile phones support SMS, even if they do not support more sophisticated messaging, like email notifications. Notifications to SMS devices are particularly useful when critical events require immediate attention and waiting for an email notification to be accessed and viewed is too slow. Two fields (Force Delivery and Mandatory] can be used fo ensure certain notifications cannot be unsubscribed., WviceNow, In. Al Rights Reserved. servicenow. ems Overviewservicenow. Lab activities Time f Files needed 20-25 minutes None Lab 6.2.1: Cont igure notifications » Create c new email notification © Test the notification As the Data Security Manager, | want the assignment group manager, and me, to be notified whenever a critical (P1) security incident is created so we can reduce our exposure by properly prioritizing resources to resolve the incident quickly.servicenow. Configure notifications Lab 6.2.1 20-25 Minutes eT tna You will achieve the following objectives: * Create a new email notification * Test the notification Lab Dependency: Lab 3.3.1 - Service, Service Offering, Training Technology Support group, Service owner and group members Scenario Annette Frietas is the Product Owner for the Infinity HHD. She is also the Service Owner for Training, and the Infinity (HHD) Service Offering. She has requested that a notification be created to alert her whenever a critical (P1) Infinity incident is active for the Infinity (HHD) Service offering, She would also like the Training Technology Support group members to receive mail for critical incidents,Section 1: Create a notification Create notification and specify when to send 1. Ensure you are logged in as System Administrator. 2. Navigate to All > System Notification > Email > Notific« 3. Select New. 4,Select the More options menu, then select Toggle annotations on / off. - Fea 99 Toggle Template Bar > Toggle annotations on / off | Note: Annotations appear on various forms and contain useful information. is abways recommended to read them before toggling them off. ‘You will define this notification to inform the owner of the Training Service, and the owner of the Infinity (HHD) Service Offering, whenever a critical (Priority 1) Infinity (HHD) incident is active. The nolification should be sent in the event the incident is created or updated. 5.In the Name field, type P1 Infinity (HHD) Incident. 6.In the Table field, select Incident [Incident] Next, you will configure the When to send, Who will receive, and What it will contain tabs.Specify when to send 1. Populate the field in the When to send tab as follows: * Send when: Record inserted or updated © Inserted: selected * Updated: selected * Concittions: ~ Active | Is | true AND ~ Priority | is | 1- Critical ‘AND ~ Service offering | is | Infinity (HHD) 2. Verify your entries on the When to send tab. Senaten [ Record nrtdor ended 4 Ud need 3\ (3] 7m [08 s] [8 3. Save.Specify who will receive 1. Select the Who will receive tab. 2. For Users/Groups in fields, select the Lock icon (closed lock). Whentosend Whowill receive wn [5/5] Users/Groups inj fields! Note: instead of selecting a specific user name, its a better practice to select a field that contains the username, ike Owned by. You will walk through this process next. 3. Under the Available lst, select Service (+). | Note: Upon selecting the field, the (+) con will appear between the Available and Selected lists.4, Select the Expand Item(+) icon to expand and display the fields from the Service table. 5. Scroll up to the top of the Available list. You will see the fields for Service, under the Service — Service fields heading. Users/Groupsin els emable ‘Approval group +] Asset) 6, Locate and select Owned by [+]. upsinteids Mable Selected Most recent discovery Name ~ Number Operational status (Order received L<] [¥) 7. Select the Add Item icon(>] to move the field to the Selected column. Users/Groups in fields Available omectad —_ Universal Request (+) { Service Owned by [6 Updated Updated by <| [+] Updates @) Upon approval Note: Notice how the field in the selected column is Service. Owned by. Recall, the process of traversing the tables and fields in the Available list is called dot-walking. By adding Service. (Owned by, the notification will be sent to the Owner of the Service (Training). Currently, this is Annette Frietas,8 Scroll to the top of the Available jist, select the Incident fields label one time to return to the list of Incident fields. Users/Groups in fields Available Service Service Nees Aliases. Approval group [+] Asset [+] . Use the dot-walking process to add the Owned by field for Service offering to the S ced column, then select the Lock icon. Available Incident fields “Service offer Aliases Approval group [+] Asset [+] Asset tag Assioned > Offer . Save. Ensure the Lock icon next to Users/Groups in fields is locked when done and verify the proper fields have been added to Users/Groups in fields. Whowillreceive | Whatitwill contain wwe (5) Usere/Groups in felds EI srvice Owned by, Service offering Owned by12. On the Groups field, select the Unlock Groups icon (closed lock) Groups 13. In the Groups Search box, type Training Technology Support. 14, Select Training Technology Support. 15, Select the Lock Groups icon (open lock) to lock the selection, 16, Your Who will receive tab should reflect these choices, ation users [8 |[& rows [2 ‘raining Technoigy Support UsersGrouns in ‘eld Service ned by, Service offering Ore by — Note: This will trigger emails to the members of the Training Technology Support group. 17. Save. Specify what it will contain Now that you have configured who will receive the email nofification, it's tine to configure what the email notification will contain. 1, Select the What it will contain tab. 2. In the Subject field, type: IMPORTANT! P1 infinity (HHD) Incident @ Copy/Paste - "Subject" text Note: To make the message more actionable for the recipients, you will add the Incident Number to the Subject Line. To do this, you will select a variable for the Incident Number.3. From the Select variables pane, select the + icon to expand the Fields list B15 Oo omumion ~ tm a-e-oe B@OORET 4, Select inside the Message HTML field. Message 5. On the Select variables pane, scroll down, and select the Number field variable. Select variables: Made SLA Noti Ce Inhold reason @Opened 6.In the Message HTML field, highlight ${number} and copy the text to your clipboard. Message HTML Brust? a> Mr & Number: $number}7. Place your cursor at the end of the tex! in the Subject field. Subject | IMPORTANT - P1 Infinity (HHD) Incident 8. Press the spacebar on your keyboard once. 9. Paste the ${number} text from your clipboard. Subject | IMPORTANT - P1 Infinity (HHD) Incdenfsinumber] Note: The ${number} variable is added to the end of the subject text and is dynamic. This means it will automatically populate with the incident number of the record that triggers the nofification. Additional variables can be found and added from the Select variables section to the subject and Message HTML fields. 10. Clear out the Message HTML field. 11. Completethe Message HTML field to include the following text: © Critical incident S{URI_REF} has been created for Infinity (HHD) service offering. ® Copy/Paste - "Message HTML" text Note: The ${URI_REF} placeholder includes an upper-case “i" after the "UR" text. In the next section, you will see how this variable behaves after the notification is generated. 12, Save,Preview and verify recipients and format 1. Select Preview Notification to see how the notification text displays and the resulting behavior of the $(URLREF} varlable. x SCN hfe eed ry Dei ig 2. Close the Notification Preview pop-up window. 3, Select Update, Section 2: Test and verify the notification trigger Create an incident to trigger the notification, then check to verify it was sent. Note: Email is not enabled for the ServiceNow Lab Instance. However, as System Administrator, you can check the instance email logs to see what the notification would look like. Create P1 incident |. Impersonate Beth Anglin. 2. Navigate to All >Incident > Create New.3. Complete the form as follows: * Caller: Buster Wubbel * Service offering: Infinity (HH) * impact: 1 - High * Urgency: 1 - High * Priority: 1 ~ Critical (auto-fls) * Short description: Test of PI Incident for Infinity HHD 4 Save. Note: The Assignment group auto-populates. 5. End impersonation, Verify the notification was triggered 1. Ensure you are logged in as System Administrator. 2. Navigate to All >System Mailboxes > Outbound > Outbox. 3. Locate the record with the Subject IMPORTANT! P1 Infinity (HHD)Incident INCHHHHHH#. 4, Right-click on the Created timestamp, then select Preview Email to view the formatted message. — oe 2023-09. —— Preview Email x Critical Incider 's been created for Infinity (HHD) service offering. Unsubscribe | Notification Preferences Ref:MSG0001108_zPwplcCj373B78AlaS18Note: The ${URI_REF} placeholder renders as a direct link to the incident record. if needed, you could select the link to review the incident in a separate tab. 5. Close the Preview Emall pop-up window. Preview Email EJ To view additional detail Created timestamp link. of the message, lke the users who will receive the message, select the T-Max = Outbox > Created on Tody Created ecient Subject ccattinweecarcmn ORTOP enn 6 ue TOTS Note: To force a notification to be sent to specified users, you would enable forced delivery. Forcing a notification means that the relevant users receive the notification, even if they have not subscribed to the notification or have turned off the subscription. 7. Select the Cloud Dimensions logo to return to your landing page. Great work! You have successfully created and tested a new email nofification. WviceNow, Inc. Al Rights Reserved. servicenow. ©2025 User storyservicenow. Additional configurations Section 6.3 User story As the administrator, | can utlize plugins and features in the Platform and integrate Now Assist throughout my company's instance.servicenow. Predictive Intelligence Predictive Intelligence quester Eg resolves requests faster 3 ee J Decreases time Leam more about Predictive inteligence in Now Learning. ere ae ae eae ene Relea Clo) Re uA Ree meee ect sea Oe Seen aa aay eee tea ns mea ers ent ooo! Oe een Remote Reel cae Rea Reet hed foresolution Reduces error rates ond cost d values during recordUsers with the admin or ml_admin role will be able to initiate the setup of Predictive Intelligence. Once activated and defined, Predictive Intelligence is tly personalized machine learning tailored to your data, For example, when an incident is created, ServiceNow will automatically assign the correct category, priority, and assignment group based on the record's short description. A requester no longer has to scroll down multiple lists to choose the most appropriate category. Additionally, the incident created gets the right attention and SLA it deserves, thus increasing the overall service level satisfaction, This functionality does require multiple plugins. For more information, visit ServiceNow Documentation: install Predictive Intelligenc: ©2025 ServiceNow, Inc. Al Rights Reserved servicenow. Now Assistservicenow. Now Assist t t t t t Tene ar ea od Sear eces Menten Tels Sota ea Ree UR Nan ae OM a) ‘The Now Assist Admin Console gives you the power to leverage and manage Generative Ak powered features across the ServiceNow platform. Here, you may install product plugins for I customer, and employee personas. Use this console to educate yourself on all the features and settings this console has to offer. Sign up for your developer instance today and explore the Now Assist Admin Console, Explore ServiceNow Product Documentation and search for Now Assist.Using Sidebar in supported workspaces Using Sidebar, agents can have real-time collaboration with others based around. ‘@ Workspace task-based or interaction-based record. Cee re eed ee ) cond oe te Ry eee eet CST Sidebar discussions facilitate the exchange of information and knowledge to help resolve issues faster and with higher-quality outcomes. 1. Sidebar discussions: Display Sidebar discu: ns dialog. 2. Pin: You can permanently pin the menu to the side of the screen. 3. All, Unread, Favorites: Select whether you want to view all discussions, unread discussions, or only ‘ones marked as favorites. Sidebar is supported in these workspaces: » CSM Configurable Workspace » CSM Manager Workspace © HR Agent Workspace * ITSM Manager Workspace = Vendor Management Workspaceservicenow. Docked Chat Windows (Fulfillers) Fulfillers can ciccess multiple Sidebar discussions at the same time using the decked windows feature. When a Sidebar discussion is created, the record card is automatically added at the start Saran 10f es cca The printer is not working. Workin Progress Fred Luddy System Administrator « Hey Fred, the printers not working in Building 8. Docked chat windows include these features: 1. Favorites: Marks the sidebar discussion as a favorite. Discu favorites display under the Favorites tab ns that have been marked as2. Information: Opens the discussion info panel that includes the About submenu, Participants submenu, and the leave discussion button 3. Collapse: Collapses the discussion so it displays only os a tab at the bottom of the screen 4, Close: Closes the window User Avatar and Presence: Displays the user's avatar and presence (online status). The dot indicates the user's presence depending on whether they are logged in to the platform, * Green dot - users logged in. * No dot - useris not logged in. + Orange dot - user recently logged out. ‘A. Access base system or custom quick actions B. Display the emoji menu so you can add emojs to the discussion C. Add attachments to the current discussion so they can be shared with others in the discussion D. Send the message Ifyou hover over a minimized docked window, the record number and chat fife appear to help you identify the content. The overtlow menu allows the agent to access windows that aren't fully, displayed on the screen. The maximum number of windows in the overflow menu is 25, and this can be configured. © 2025 SericeNow, Inc. Al ighs Reserved servicenow. ‘Activity Streamin Sidebarservicenow. Activity stream in Sidebar or CR) ONO aE R Ege ot ae eee et RNR at ol ast ee Re Ce) When a Sidebar discussion is created, a corresponding Sidebar discussion file is automatically added to the activity stream. Users with access to the task-based record can also access the discussion from activity stream. There is also a control within Sidebar that enables users to post messages from discussions into the activity stream as Sidebar posted messages. The messages from Sidebar discussions can be posted fo activity stream as editable entries that can be added and removed as necessary. Customers and non-fulfller roles do not have access fo the record nor the conversation tile, similar to work notes.To post a message to activity stream, select any message iin the Sidebar discussion panel and post it to the activity stream. When you post a message from the Sidebar discussion to the primary records activity stream, the most important information is tied directly to the record, Sytem Administrator ' Di you restart at oa sam Acti 1, ©2025 ServiceNow, inc. Al Rigs Reserved. servicenow. Knowledge checkKnowledge check |. What should you consider when exporting a visualization to PDF and sharing the exported file? @ Hide * Information may be obsolete * Access control is not enforced on exported data2. What are some configuration options in the Visualization Designer? @ Hide * Data, Type, Metrics, and Presentation 3. What can trigger a notification? @ Hide ‘+ Record inserted or updated + Eventis fired © Ascript 4, Name three options to share or create copies of the visualizations? @ Hide * Duplicate * Share * Export 5. Which three tabs are used to configure an email notification? @ Hide ‘+ When to send + Who will receive ‘+ What it will contain6, Where can users define nofification channels and manage subscriptions? @ Hide + All> Self-Service > My Notification Preferences (or) User profile menu> Preferences > Notifications > Core UI Note: These are not practice questions for the Certified System Administrator exam, ©2025 SericeNow, Inc. Al Rights Reserved servicenow. Module recap,Tati nle lyf Module recap * Predefined and custom charts can be useful when analyzing data. * Visuatizations show the current state of platform data: * Visualization data can come from many sources. * Visualizations can be distributed and/or added to dashboards. * Platform Analytics provide information about performance iteratively and over time. * There are several ways to streamline email communication. * Use baseline notifications when possible. * The ServiceNow platform also provides valuable additional capabilities worthy of exploration.