ServiceNow Learning Series Class 17 | Custom Applications | Virtual Agent | Mobile Apps #servicenow

SarvaShiksha Academy


Summary

The video introduces custom application development in ServiceNow and highlights the significance of scoping in designing applications. It covers the process of creating custom applications using tools like guided application creator, studio, and app engine studio. Additionally, it explores the functionalities of ServiceNow portal, virtual agent, and mobile apps like MobileNow, Agent, and Onboarding, emphasizing the importance of correct configuration for end-user self-service functionality.


Overview of Custom Application Development

The speaker introduces the concept of custom application development in ServiceNow, explaining the need for custom applications and the differences between built-in applications and custom ones. They also mention ServiceNow store and its offerings.

Scope in Custom App Development

Details about scoping and the importance of scoping in custom application development are explained. The speaker talks about how scoping limits access to specific applications or features within an enterprise's instance.

Creating Custom Applications

The steps to create custom applications in ServiceNow are outlined, including using the guided application creator, studio, and app engine studio to design applications from scratch or edit existing ones.

Application Design and Development

The process of designing applications in ServiceNow using features like global scope, custom tables, and selecting existing tables for integration is discussed. The importance of scoping and considerations for creating applications are highlighted.

Studio Use in Application Development

A detailed demonstration of using Studio in ServiceNow for application development is provided. The speaker shows how to create and edit applications, select tables, and customize the application design.

App Engine Studio for Application Development

The App Engine Studio feature in ServiceNow is explored, demonstrating how to use templates, add data, define experiences, logic, and automation for creating custom applications.

Portal and Virtual Agent Overview

An overview of ServiceNow portal and virtual agent functionalities is given. The speaker explains the use of virtual agents for self-service actions, automation, and providing quick solutions to common queries.

Introduction to Service Portal

The speaker introduces the mobile widget for the service portal, discusses the need for configuration settings, demonstrates the features available on the portal side, and emphasizes the importance of correct configuration for end-user self-service functionality.

Service Portal Features and Configuration

Exploration of the service portal features including chat box, knowledge-based search, approvals, incidents, and articles. Configuration options are highlighted, showcasing the flexibility to add more widgets based on requirements.

Service Portal Use Case

The significance of correctly configuring the service portal for end users is emphasized. The speaker demonstrates the service portal's functionality, including raising requests, catalog items, incidents, and chatting with support.

ServiceNow Mobile Apps Overview

Introduction to ServiceNow mobile apps including MobileNow, Agent, and Onboarding apps. The speaker highlights the purpose of each app and demonstrates functionalities like raising requests, viewing assets, team members, and popular services.

ServiceNow Mobile App Interface

Demonstration of the interface and functionalities of the ServiceNow mobile app, showcasing features such as submitting issues, viewing assets, team contacts, popular services, notifications, and user profile settings. The speaker explains the usage of demo accounts for mobile app access.

ServiceNow Mobile Agent App

Exploration of the ServiceNow Mobile Agent app, showcasing functionalities for support teams including viewing and managing cases, escalating cases, viewing notifications, and changing personas based on user roles.

Mobile Onboarding App

Introduction to the Mobile Onboarding app for completing onboarding tasks in organizations. The speaker explains the onboarding process, tasks, benefits, and chat features available in the app. The use of demo accounts and persona selection is discussed.


FAQ

Q: What is the difference between built-in applications and custom applications in ServiceNow?

A: Built-in applications are pre-built by ServiceNow and provided to all users, while custom applications are developed by users based on their specific needs and requirements.

Q: What is the importance of scoping in custom application development in ServiceNow?

A: Scoping is crucial in custom application development as it limits access to specific applications or features within an enterprise's instance, ensuring data security and segregation.

Q: What are the steps involved in creating custom applications in ServiceNow?

A: The steps include using the guided application creator, Studio, and App Engine Studio to design applications from scratch or modify existing ones. Features like global scope, custom tables, and integrating existing tables are also part of the process.

Q: What features are available in ServiceNow's Studio for application development?

A: In Studio, users can create and edit applications, select tables, and customize the application design. Studio also allows for the integration of data, experiences, logic, and automation for developing custom applications.

Q: What is the purpose of the ServiceNow portal and virtual agents?

A: The ServiceNow portal is used for end-user self-service functionality, while virtual agents are employed for self-service actions, automation, and quick resolutions to common queries.

Q: What functionalities are highlighted in the ServiceNow mobile app?

A: The ServiceNow mobile app allows users to raise requests, view assets, team members, popular services, receive notifications, and access user profile settings.

Q: What is the Mobile Agent app in ServiceNow used for?

A: The Mobile Agent app is designed for support teams, enabling them to view and manage cases, escalate issues, receive notifications, and switch personas based on user roles.

Q: What is the purpose of the Mobile Onboarding app in ServiceNow?

A: The Mobile Onboarding app is specifically for completing onboarding tasks in organizations, providing a streamlined process, task management, benefits explanations, and chat features.

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