What to Search For...

Do you try to find answers yourself around ServiceNow, but Googling it or checking out the ServiceNow Docs, Community, Developer site or many other great sites out there doesn't yield the answer you are looking for? Are you struggling to find what you need? I often get asked questions from people newer to ServiceNow that have already searched for the answer, but didn't find anything. In my mind, I'm like "I know that's out there", and have found the most common theme relates to how and what they are searching on. It can be hard to think of all the different ways to search on something or what it may be called. This is my attempt to give you some alternate words to use, until AI gets perfect and knows exactly what you need all the time. 😉

First, I say start with Google (or your favorite search engine), so the search looks across the many sites for the answer. Be sure to include "ServiceNow" in the search terms too. This is my go-to starting point when I need to look something up.

• Platform: backend, UI, agent view, fulfiller view, itil view, next experience, Polaris

• Portal: service portal, employee center, employee center pro, ECP, employee service center, front-end, employee view, customer view

• Task: to-do, incident, change, problem, request, case, ticket, standard ticket configuration (i.e., how the different task records appear in My Requests), my request filter (i.e., what shows up in My Requests on ECP), to-dos configuration (i.e., what tasks show up in My Tasks in ECP)

  • Depending on the use here, but as an example if searching for something like "ServiceNow how to change how the incident looks in portal" and not finding results, maybe search again and swap out "incident" for the more generic "task" or "record", or change "portal" for "employee center"

• Major Incident: MIM, P1, outage, critical incident

• Virtual Agent: chatbot, virtual assistant, chat bubble

• Content Experience Header: carousel, banner, hero image

  • 

• Survey: listening post, pulse survey, assessment

• Learning Post: LMS (learning management system), learning content, training

• Lifecycle Event: Enterprise Onboarding & Transitions, EOT, journey, cross-departmental process

• Catalog Item: record producer, form, service, request... even heard it called a "tile"

• Taxonomy: mega menu, topics, menu, navigation menu

• Microsite: topic page, rich content, dynamic topic page

  • Stand-alone microsite/page(s) about process

    

  • Topic page (can also have some dynamic, rich content and not just the normal articles, requests/services and quick links)

    

Have you encountered any others? Feel free to comment below. I've been in Employee Workflows for so long, I'm struggling to think of other applications in the platform at the moment. 🤪