ServiceNow Service Portal Fundamentals

ServiceNow Service Portal Fundamentals

Introduction

A Service Portal provides an alternative user experience to the standard platform interface. The Service Portal application offers the tools needed to configure, customize, and extend portal components to create an online experience like what your users have come to expect.

During this two-day interactive training course, you learn how to use the Service Portal application to configure, customize, and extend components to create a Service Portal in your own student instance.

Course Objective

• Explore all aspects of the Service Portal application Learn how to re-configure an existing portal Review the Service Portal framework
• Discover the baseline Employee Center portal Create new portals, themes, pages, and menus Understand how to use and create widgets
• Re-use existing portal components
• Explore using AI Search as the search engine in a Service Portal Configure other aspects of the platform to enhance a Service Portal Create a Guided Tour within a Service Portal
• Discover the User Experience Analytics dashboard to better understand Service Portal usage metrics.

Training Prerequisites

• Completion of the ServiceNow Administration Fundamentals (SNAF) Training course with 6-plus months of hands-on administration experience.
• Although all scripts are provided for lab exercises, participants will find them easier to interpret and read if they have a basic understanding of:
• Scripting in ServiceNow AngularJS
• Bootstrap CSS
• HTML

Certification Information

Upon completion of this course, learners will have the ability to enroll in the Service Portal Micro- Certification exam on Now Learning. This is an open book, non-proctored, online exam. The exam contains less than 25 questions, and you will have 60 minutes to complete it.

Course Materials

Module 1: Service Portal overview

This module covers the foundations of Service Portals in ServiceNow.

• Define Service Portal
• Discuss reasons for building a Service Portal
• Review Service Portal administration and development duties Discover the Employee Center portal
• Examine where to get Service Portal help
• Explore the Branding Editor

Labs:

• Lab 1.5.1 – Explore your student instance Lab 1.5.2 – Enable AI Search
• Lab 1.5.3 – Use the Branding Editor

Module 2: Create a Service Portal

Learn how to create a new theme, portal, and page.

• Review the Service Portal framework Create a new theme
• Create a new Service Portal
• Create a new page
• Review the Bootstrap framework Explore baseline pages

Labs:

• Lab 2.2.1 – Create a new theme and portal
• Lab 2.2.2 – Include a custom font
• Lab 2.3.1 – Create a new page
• Lab 2.3.2 – Explore existing pages

Module 3: Widgets

Learn how to use widgets on a page to provide your content. This module also includes a low-code overview on how to create a new widget.

• Define widgets and explore the baseline elements Learn how to use widgets
• Clone existing widgets Develop new widgets
• Discover how to debug widgets

Labs:

• Lab 3.2.1 – Add widgets to a page Lab 3.4.1 – Clone an existing widget
• Lab 3.4.2 – Develop a custom footer widget
• Lab 3.4.3 – Develop a custom widget with options
• Lab 3.4.4 – Develop a modal widget

Module 4: Header Menus

Learn how to create a new menu and how to include it in a Service Portal.

• Define a Header menu Explore menu items Discuss nested menu Items Review the Mega Menu
• Review testing menu functionality

Labs:

Lab 4.1.1 – Create a Header menu

Module 5: AI Search

Learn about the AI search capabilities within a portal.

• Define AI Search
• Discover how to use AI Search
• Explain how to enable AI Search in your portal Examine the basics of configuring AI Search Explore external search sources
• Review AI Search analytics and reporting

Labs:

Lab 5.4.1 – Configure AI Search

Module 6: Service Portal extras

Learn about Announcements, the User Experience Analytics dashboard, using User Criteria records to control user access within a portal, and Guided Tours.

• Discover the User Experience Analytics dashboard Learn about the Announcements widget
• Discuss use of User Criteria records to control user access in a portal Explore Guided Tours for Service Portals

Labs and activities:

• Lab 6.4.1 – Announcements
• Lab 6.4.2 – Create a dashboard page Lab 6.4.3 – Create a Guided Tour