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Any dissemination, distribution, or unauthorized use is strictly prohibited.

 Low-Code
Apps
2nd ServiceNow Special Edition

by Chuck Tomasi and Brad Tilton

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 Low-Code Apps For Dummies®, 2nd ServiceNow Special Edition

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 Table of Contents
INTRODUCTION................................................................................................ 1
About This Book.................................................................................... 1
Foolish Assumptions............................................................................. 2
Icons Used in This Book........................................................................ 3
Beyond the Book................................................................................... 3

CHAPTER 1: Beginning with a Plan............................................................... 5

Before You Build: Asking the Right Questions................................... 5
Making Permanent Decisions.............................................................. 8
Deciding where to build your app................................................. 8
Naming your tables and fields....................................................... 9
Identifying the Prerequisites for Building an App............................. 9

CHAPTER 2: Storing Your Information..................................................... 11

Getting to Know Your Toolbox........................................................... 11
Making Choices about Your Tables................................................... 12
Extending a table........................................................................... 13
Uploading a spreadsheet.............................................................. 15
Creating a table from scratch....................................................... 16
Creating Fields..................................................................................... 17
Choice fields versus reference fields........................................... 19
Field attributes............................................................................... 20
Putting the Finishing Touches on Your Tables................................. 21
Choosing a table label................................................................... 21
Picking a table name..................................................................... 21
Making your table extensible....................................................... 22
Auto-numbering your records..................................................... 22
Managing Access................................................................................. 22

CHAPTER 3: Creating Amazing Experiences........................................ 25

Using Forms and Lists......................................................................... 26
Taking It Mobile................................................................................... 28
Working with Workspaces.................................................................. 29
Building a Portal Experience.............................................................. 30
Using Reports and Dashboards......................................................... 30

Table of Contents iii

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 CHAPTER 4: Logic and Workflow.................................................................. 33
Building Dynamic Form Logic............................................................ 33
Validating and Simplifying Updates with Business Rules............... 34
Driving Value with Workflows............................................................ 35
Going with the flow with Flow Designer...................................... 36
Simplifying your process with Process Automation
Designer.......................................................................................... 39
Connecting to Third-Party Systems with Integration Hub.............. 41
Using Notifications to Communicate................................................ 42

CHAPTER 5: More Low-Code Capabilities.............................................. 45

Building a Chatbot............................................................................... 45
Components of Virtual Agent....................................................... 46
Benefits of Virtual Agent............................................................... 46
Testing Your App................................................................................. 48
Components of ATF....................................................................... 48
Benefits of ATF............................................................................... 49
Sending Surveys.................................................................................. 49
Offering Self-Paced, Onscreen Training........................................... 51
Adding Intelligence.............................................................................. 52
Requesting help............................................................................. 52
Requesting information................................................................ 53
Performance Analytics.................................................................. 53

CHAPTER 6: Ten Tips for Low-Code App Development.............. 55

Make a Plan.......................................................................................... 55
Name Tables and Fields..................................................................... 55
Consider Common Personas and Roles........................................... 56
Use Good Form and List Layout........................................................ 56
Take Advantage of Different Field Types.......................................... 56
Avoid Deleting Records....................................................................... 56
Test Your App....................................................................................... 57
Get Familiar with the Commonly Used Tables................................ 57
Limit the Number of Records Retrieved in a Report....................... 57
Work with Your Developers............................................................... 58

iv Low-Code Apps For Dummies, 2nd ServiceNow Special Edition

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 Introduction
W
hen it comes to digital transformation, many organiza-
tions need to move faster to meet changing business
requirements — and it takes a lot of software in the
form of applications (apps) to accelerate and improve how work
gets done. In the past, IT was the go-to group for getting those
apps built and delivered. These days, IT teams are pretty maxed
out, and project backlogs are commonplace. The good news is that
you can increase your app delivery capacity by empowering more
people to build applications with less complexity. And that’s
exactly the premise behind low-code development.

About This Book

This book explains how the Now Platform can help anyone auto-
mate, extend, and build digital workflow apps across their orga-
nizations by using Creator Workflows. It spotlights several key
no-code and low-code capabilities. Powered by the Now Platform,
ServiceNow Creator Workflows combines the power of App Engine
and Integration Hub so your organization can tap into the benefits
of low-code application delivery.

Building your apps with the low-code capabilities of ServiceNow

Creator Workflows can fuel productivity for traditional develop-
ers while empowering non-developers to build and contribute to
their own apps. The immediate benefits include

»» Building apps fast: Empower citizen developers with

pre-built templates and low-code tools. Enable reuse and
speed delivery with modular building blocks created by pro
developers.
»» Delivering experiences users love: Create a powerful,
unified app experience across enterprise systems on a single
cloud platform. Delight users with intelligent, consumer-grade,
multichannel experiences.
»» Scaling apps without sprawl: Turn your business processes
into powerful digital workflows. Connect systems, apps, and
data while providing visibility into end-to-end processes and
safeguarding app quality.

Introduction 1

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 Low-Code Apps For Dummies, 2nd ServiceNow Special Edition, con-
sists of six chapters that explore the following:

»» Creating a plan for your app (Chapter 1)

»» Basic data setup techniques (Chapter 2)
»» Creating an amazing experience for your app’s users
(Chapter 3)
»» Building logic to unlock productivity (Chapter 4)
»» Additional low-code capabilities to add to your app
(Chapter 5)
»» Low-code tips and tricks from the experts (Chapter 6)

Foolish Assumptions
We made some assumptions about you, our reader, when we
wrote this book. Mainly, we assume the following:

»» You’re a subject matter expert in your role. You may be a

business analyst, specialist, or senior member of a team.
Whether you’re in the accounting, legal, marketing, or safety
department, you know your stuff.
»» You’re in an organization that’s changing. Business
requirements evolve. Either you’re fortunate enough to have
to scale quickly or you’re being asked “to do more with less.”
Either way, yesterday’s techniques and technologies just
aren’t effective today.
»» You don’t create applications for a living. You didn’t go to
school for a computer science degree, and you’ve likely
never written any code.
»» You recognize that you have ad hoc processes. These
processes may use email, spreadsheets, or perhaps even
paper (gasp!). You also recognize that these processes could
be improved with digital transformation.

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 Icons Used in This Book
Throughout this book, we use icons in the margins to draw your
attention to certain kinds of information. Here’s what the icons
mean:

This book is a reference, which means you don’t have to memo-

rize it, and there won’t be a test on Friday. But when we tell you
something so important that you should commit it to memory, we
use the Remember icon.

Whenever you see the Tip icon, you can be sure to find some use-
ful nuggets of information that save you time or money or just
make your life a little easier — at least when it comes to develop-
ing apps.

The Warning icon alerts you to things that could cause you big
headaches. Think of these as orange cones in the road, warning
you about an open manhole cover. Sure, you could ignore them,
but you may take a nasty fall.

Beyond the Book

This book focuses on the conceptual steps to building an app and
points out many low-code capabilities within ServiceNow Creator
Workflows that enable you to build those apps, but we don’t have
room for detailed “how-to” information. If you want even more
information, check out the following resources:

»» servicenow.com/workflows/creator-workflows.html:
Visit the ServiceNow Creator Workflows page to discover
more about building connected digital workflow apps with
a low-code platform.
»» developer.servicenow.com/builder: The ServiceNow
Builder Page has plenty of beneficial links to help you get
started fast. Get a free personal developer instance, helpful
videos, online learning plans, and more.

Introduction 3

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 »» devlink.sn/builder-videos: This video series takes you
through the “how-to” steps of building an example app by
using the concepts and capabilities presented in this book.
»» knowledge.servicenow.com: This link takes you to
ServiceNow’s annual Knowledge Conference page. The
CreatorCon event at Knowledge contains many hands-on
workshops tailored to you, the builder. Sign up to stay
informed about Knowledge keynotes, speakers, and events.
»» docs.servicenow.com: The ServiceNow product documen-
tation site has full documentation to the various platform
capabilities mentioned in this book.
»» community.servicenow.com: If you find yourself in need of
help, the thousands of subject matter experts in the
ServiceNow community are eager to offer help on a variety
of topics.

ServiceNow invites you to have a discussion with your ServiceNow

account team for other opportunities like hands-on workshops,
webinars, and more. Don’t have an account rep? No problem,
contact ServiceNow at www.servicenow.com/contact-us.html.

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 IN THIS CHAPTER
»» Asking the right questions before
building an app

»» Knowing what goes into good app design

»» Identifying what you need to get started

building an app

Chapter 1
Beginning with a Plan

Y
ou probably wouldn’t head out on a road trip without at
least a general idea of how to get where you’re going — at
least not if you want to get there anytime soon. Planning is
essential in life, as well as in app development.

In this chapter, you discover the importance of planning and

the key questions to ask yourself before you start building your
app. Additionally, you also find topics to consider to ensure you
achieve the best possible outcome for your app.

Before You Build: Asking the

Right Questions
To help you determine how to best utilize the features in Creator
Workflows to build an app that maximizes business value for your
organization, look at the following questions and consider your
answers:

»» What are the goals, objectives, and outputs of your app?

In other words, what business problem are you trying
to solve? Without a specific business objective, you’ll have
difficulty measuring the success of your app or justifying
its continued use within the organization.

CHAPTER 1 Beginning with a Plan 5

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 Before you start building, begin with the end in mind.
Understanding and visualizing (virtually or on a whiteboard)
your desired solution helps determine the remaining steps in
building your app. Often, the outputs are the drivers for the
inputs. If you’re trying to speed up a process, for example,
knowing your output metrics can help make clear what to
measure. If you’re managing assets, perhaps cost and location
are more important than the minute details of each item.
Identifying your goals and objectives ensures you can manage
conversations with key stakeholders so your app is specifically
addressing your desired business outcomes.
Here’s an example of a clear objective: Reduce the time it
takes to route and approve time-off requests from five days to
less than one day.
»» Are you taking a spreadsheet and turning it into an app
in ServiceNow, or does the app exist somewhere else?
This question impacts your approach for building the app
because there are different tools within the platform to
support your efforts.
Take this opportunity to review and revise your process. Too
many times, processes are dictated by limitations of legacy
tools. Don’t cripple your new app by trying to make it work
like the old one did. After all, if the old app worked perfectly,
you wouldn’t be building a new one, right?
»» Who will be using your app? Identifying your target
audience has a direct impact on the features your app will
provide, the data it will capture, and the interface you’ll need
to provide for your app.
»» Do you want everyone to have the same ability to see
and edit fields, or will some people need more or less
access than others? Security is a significant and ever-
growing concern in most organizations, so identifying who
has access to what during the planning stage is a critical step
in app development.
»» What will the users do with the app? Will they be provid-
ing information, collecting information, routing information,
requesting information, looking up information, and/or
collaborating on information? Identifying these actions
establishes the features and functions you need to build
into your app.

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 »» Where is the data coming from? One of the most common
assumptions is that data will be entered by people. Some
data (like users, departments, and locations) may already be
available within your ServiceNow instance (your very own
installation of ServiceNow software in the cloud). You may
also find that you require data from an external data source
that you need to import.
When necessary, leverage existing data sources to avoid
data entry duplication and make sure your app has the data
it needs to meet its business objectives.
»» How will people interact with your app? Will they
use desktop computers, mobile devices, or both?
Understanding how people access your app impacts how
your app will function. Will they act with a swipe of a finger
or click of a mouse?
»» Can you walk through one or more example use cases or
scenarios? Walking through an example use case, or “day in
the life of,” is a great way to discover an app’s requirements.
»» Is there an existing app or template in ServiceNow that
already does (most of) what you need? Why reinvent the
wheel? If there is an app or app template that does what you
need, or close to it, look at the possibility of using or
extending that existing app.
Many organizations think that their processes are unique
when they’re actually pretty similar to what other organiza-
tions have done before. Take advantage of that similarity.
»» How will you measure the success of your app? If your
app is meeting a business purpose, you may want to provide
reports showing usage, adoption, and key performance
indicators (KPIs) associated with the app to show outcomes
achieved.
»» Is this a good fit? Not every app idea makes for a good fit
for a Creator Workflow. In general, your app is a good fit if it
involves

• Simple forms

• Task management

• Repeatable processes

• Excel-driven processes

CHAPTER 1 Beginning with a Plan 7

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 • Request fulfillment

• Third-party integration

• Orchestrating multiple systems

If your app involves the following, then ServiceNow probably isn’t

what you need:

»» Unstructured data
»» Graphics processing or streaming video or audio
»» Unrepeatable processes
Make sure your app is a good fit for ServiceNow before you start
building.

Making Permanent Decisions

When you’re building an app, you’ll inevitably take some steps
that are irreversible. You need to be aware of what these irrevers-
ible steps are so you can plan and make the right moves.

Deciding where to build your app

Proof of concept (PoC) app builds can be built in a personal
developer instance (PDI) that you get from the developer por-
tal (developer.servicenow.com/builder). These instances are
named something like dev12345.service-now.com.

You can rebuild PoC apps, but don’t import them from your PDI
into your organization’s instance. There is information included
with your app that indicates where it was built. If you bring the
app over from your PDI, life will be a lot harder when you try to
get your app into production.

Apps that your organization will actually use (for example, pro-
duction apps) should be created in your organization’s developer
instance so the app can follow your organization’s testing and
deployment process. See your ServiceNow System Administra-
tor for more details about which instance to use for an app that
will eventually be deployed to your organization’s production
instance.

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 Naming your tables and fields
After your app is created, you’ll most likely be creating new tables
and fields for it. Tables and fields have both labels (displayed in
your browser and mobile user interface, or UI) as well as internal
database names. Labels can be edited and even translated later,
but internal database names can only be edited at creation time.

For tables, a label like “Safety issues” may produce a name of

x_snc_safety_safety_issues. For consistency, use singular
table names. ServiceNow automatically produces plural labels
where needed. Also, avoid redundancy in the table name; x_snc_
safety_issue proves a lot less troublesome than x_snc_safety_
safety_issue when you’re maintaining your app down the road.
Similarly, you may be tempted to build fields with verbose labels,
such as “How many widgets do you require?” This translates into
a field named how_many_widgets_do_you_require_ (because
spaces and symbols become underscores in the database).
This field label is troublesome for users because it may not be
displayed as expected and developers will have to deal with an
awful field name in their scripts. Instead, consider just labeling
the field “Widgets” to create a field called widgets.

You can always relabel, but you can’t rename. If you want to pro-
vide a longer description, ServiceNow offers hover-over tips and
clickable links.

Identifying the Prerequisites

for Building an App
Before building your app, you need the following:

»» A ServiceNow instance: You can get one for free at the

ServiceNow developer portal (developer.servicenow.
com/builder).
»» An admin or the sn_app_eng_studio.user role in that
ServiceNow instance: The latter is a role with fewer
privileges than the admin role, but it still allows for app
development.

CHAPTER 1 Beginning with a Plan 9

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 The ServiceNow developer portal has something to offer all skill
levels when it comes to solving real business problems using Cre-
ator Workflows, so don’t let the name developer throw you off. You
can find the following free perks:

»» A PDI: You can use your own instance running the supported
ServiceNow release of your choice. Use your admin-level
access to configure the instance and make amazing apps.
»» Early access: Developer program members get access to the
latest ServiceNow releases before they’re generally available
to the public.
»» Training: Gain access to free learning plans, best practices,
videos, and training modules.
»» Developer documentation: As your experience grows,
ServiceNow can provide detailed documentation to assist
even the most experienced developer.
»» User contributed solutions: Explore the library of shared
solutions other developers have created from short utilities
to full-blown applications ready to install.
»» Online and in-person events: As part of the developer
program, you’re invited to ServiceNow developer events such
as CreatorCon at the company’s annual Knowledge Conference,
as well as virtual and local events like hackathons, hands-on
workshops, labs, meetups, and much more.
»» Community: Get access to developer-oriented forums
designed to help you build better apps. You can connect with
and get guidance from other ServiceNow developers through
online forums and in-person meetups.

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 IN THIS CHAPTER
»» Seeing what tools you have at your
disposal

»» Working with tables

»» Making the most of fields

»» Paying attention to other table creation

details

Chapter 2
Storing Your Information

A
fter you’ve planned your app (see Chapter 1), you’re ready
to build your tables to store your data. In addition, you’ll
create fields in tables, possibly loading the table(s) with
data and making sure the right people can access that data.

Getting to Know Your Toolbox

When it comes to storing your information, you have a few tools
at your disposal:

»» App Engine Studio (AES): AES provides you with a guided

experience to create everything you need for your low-code
app. You can begin with a template or start from scratch.
Building the tables; importing spreadsheets, workflows, and
user experiences; and managing security are fast and easy
with AES.
»» Dev Studio: If you want to dig in deeper to some of the
additional capabilities, Studio keeps track of your app’s
components (or files). Among developers, this is known as
an integrated development environment (IDE).

CHAPTER 2 Storing Your Information 11

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 »» Now Experience UI Builder: UI Builder allows you to create
workspace and portal experiences using a drag-and-drop
interface. From simple page layout to advanced component
configuration, UI Builder offers a lot.
»» Flow Designer: Flow Designer enables process owners
to use natural language to automate approvals, tasks,
notifications, and record operations without having to
code.

Be sure to work with your account team when considering build-

ing apps. Some capabilities may require additional licensing.

Making Choices about Your Tables

For creating tables, ServiceNow offers three methods:

»» Upload a spreadsheet: Use the spreadsheet columns

to define your new fields and, if you want, import the
data.
»» Create from an existing table: Also known as extending a
table, you can leverage an existing table to instantly create
fields, logic, and more. This is a great way to accelerate your
app creation.
»» Create a table from scratch: You can build a new table
and fields from the ground up. This method gives you
total control over what information you want to store,
but it may require a bit more work than the other two
methods.

The ServiceNow app screen with your choices of methods is illus-

trated in Figure 2-1.

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 FIGURE 2-1: Creating a table in the ServiceNow app.

When you create a table from scratch, you can’t go back and make
it an extended table. Likewise, when you create an extended table,
you can’t “unextend” it later. If you made a mistake when you
started out and you want to change it now, you need to create a
new table and migrate your data.

If you have doubts about whether to create from scratch or extend,

it’s generally better to extend a table and not need the available
fields and functionality than it is to realize down the road that you
need them and you don’t have them. Consider your options care-
fully before creating the tables and fields that make up your data
model, and remember, not every table should be extended from
another table. We cover each of these table creation methods in
more detail in this section.

Extending a table
When you extend a table, your new table inherits all the fields and
functionality from the table you’re extending, saving you time.
By far the most common table to extend in ServiceNow is the task
table.

To determine if you want to extend a table, use the decision tree

in Figure 2-2.

CHAPTER 2 Storing Your Information 13

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 FIGURE 2-2: Extending a table can accelerate your app build process.

An additional, yet important benefit of extending a table is roll-

up reports. ServiceNow provides several tables already extended
from the task table. Viewing data that all shares the same base
(task) table is a no-brainer. A common example is when an
employee wants to see all the work assigned to her. She only needs
to look at the task table and filter on the Assigned To field to see
tasks across multiple processes. Now you come along with a killer
expense report app and choose to extend the task table. Auto-
matically the expense reports assigned to an employee are added
to the list of tasks without any additional work on your part. If
you didn’t choose to extend the task table, employees would have
to look at multiple lists from different tables to see all the work
assigned to them.

If you determine from Figure 2-2 that extending an existing table

is a good option for you, simply identify which table to extend and
proceed to the next screen. From there, you can get familiar with
which fields you inherited and add any fields you need to your
new table.

When you extend a table, you have a number of fields to choose

from (instead of creating new fields). Before creating a new field,
check to see if there’s an existing field that may meet your pur-
poses simply by changing the field’s label. Note that the purpose
of the field should be similar to the purpose of the field in the
base table.

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 You may want to extend a table in the following circumstances:

»» You have work that needs to be assigned to someone.

This would be a good time to look at extending the task table
because it already includes fields to assign to a group and user.
»» You have an asset that has similar, yet specific proper-
ties to something you already own. Let’s say you want to
track tablets. They share many of the same fields as
computers, but they have some unique aspects. Extending
the computer table would get you most of the fields you
need to track tablets.

Uploading a spreadsheet
If you’re creating an app based on a spreadsheet, each work-
sheet is likely to map to a table in ServiceNow, each column may
become a field in that table, and each row may become a record in
that table (see Figure 2-3 and 2-4).

FIGURE 2-3: Spreadsheets contain rows and columns to store data.

CHAPTER 2 Storing Your Information 15

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 FIGURE 2-4: ServiceNow tables use records and fields to store data.

AES offers a step-by-step approach to import your spreadsheet:

1. When you create tables in AES, simply click Upload a

spreadsheet (refer to Figure 2-1).
2. Drag and drop your spreadsheet.
3. Define the field types needed (see the “Creating Fields”
section later in this chapter).
4. Optionally import the spreadsheet data.

It’s that simple.

Creating a table from scratch

Another option for creating a table is to create each field yourself.
If you determine from Figure 2-2 that your best option isn’t to
extend a table, then click Create from Scratch (refer to Figure 2-1).

The screen presents an interface that allows you to choose your

field labels, types, and other properties, similar to the other two
options to create the fields you need in your table. It’s a lot like
extending a table (see the earlier section in this chapter titled

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 “Extending a table”), but you don’t get any existing fields beyond
the standard system fields (we cover this in more detail in the
later section “Field attributes”).

Creating Fields
After you’ve created a table, you need to add fields to it. Servi-
ceNow has many different field types with built-in validation.
Choose the one that best fits that field’s data type.

You can easily make plain-text (string) fields where people can
enter anything, but doing so can result in bad and inconsistent
data that’s difficult to use. For example, if you have a field on your
table for someone’s name, you use a plain-text (string) field and
end up with data like you see in Figure 2-5.

FIGURE 2-5: Using the wrong field type can lead to data inconsistency issues.

But if you use a reference field instead of a plain-text field, you

get data that looks like Figure 2-6. Much better.

FIGURE 2-6: Reference fields are one way to standardize data.

CHAPTER 2 Storing Your Information 17

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 You can use reference fields to make your data consistent (or
normalize it) by referencing an existing table in ServiceNow.
ServiceNow has more than 2,000 tables at your disposal.
Table 2-1 lists some commonly used tables for building an app in
ServiceNow.

TABLE 2-1 Commonly Used Tables

Label Name Description

User sys_user List of all ServiceNow instance users.

Location cmn_ List of all user locations. Users are typically associated
location with a location.

Group sys_user_ List of all the groups. Users are typically associated with
group groups and inherit any security roles associated with
those groups.

Company core_ List of companies that interact with your organization.

company

Role sys_user_ List of security roles in the instance. Some will be default
role roles; others will be created by your organization.

Task task The common base table that gets extended. It has fields
and functionality related to assigning work across teams
and individuals, managing the state or the task, and
other functions.

While a reference field can normalize your data, other fields

can be used for specific types of data. The complete list of field
types can be found on the ServiceNow Product Documentation
site (devlink.sn/field-types-docs), but Table 2-2 lists some
common field types.

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 TABLE 2-2 Commonly Used Field Types
Field Type Notes

Integer A freeform input field that accepts number values only. Use this field
type if the value will always be a number and you may be using it in
calculations.

Currency A freeform input field with a currency type. Use this field type when
dealing with money.

Phone A combination of drop-down list to select country format and

number freeform input for the number. Use this field type when you need to
validate phone numbers.

Reference A record picker. Use this field type when you want to reference a
record from another table.

Choice A drop-down list. Use this field type when you need a short list of
options to present to the user.

Date A date picker. Use this field type if you don’t need a specific time.

Date/time A date/time picker. Use this field type if you’re comparing specific
times or the exact time is important.

String A freeform text field. Use this field type if no other field type fits your
purposes.

Choice fields versus reference fields

A common question among new builders is, “When should I use a
choice field and when should I use a reference field if both are great
for normalizing data?” Here are two questions to ask yourself:

»» How many options are you offering? Use a choice field

if your list of options is fairly short (say, less than 10 to
15 items). For example, you may want your user to pick a
color. The list you propose contains values Red, Green, Blue,
Yellow, Orange, and Silver. That’s perfect for a choice field.
If your list has more than 15 items, you’re probably better off
with a reference field, so you don’t cause the user to have to
scroll forever. Reference fields make the user experience
better in this case by offering a type-ahead feature. For
example, in a list of names, if the user starts typing “br,” she
may be presented with options for Brad Tilton, Brett Oliver,
and Brian Murray; then she can choose the correct value.

CHAPTER 2 Storing Your Information 19

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 The user can also use the magnifying glass icon to bring up a
list and, optionally, filter to choose a name from that list.
»» What are your data values? In the preceding bullet about
colors, the option for Red may actually contain a value of
#FF0000. This relationship is fairly clear.
Unlike choice fields (which offer one option to one value),
reference fields can have additional information related to
the displayed choice. The user would still pick Red from a list
of car colors, for example, but the related record would have
much richer information. For example, a value of #FF0000, a
default distributor, pricing information, and more.

Field attributes
Each field can have various attributes. Some attributes are based
on the field type, and others are common to all fields. Be sure
to review the field types to determine if you want the field to be
read-only, to be mandatory, to contain a default value, and more.
How you set your field attributes can make a big impact on how
users interact with your app.

Six fields are automatically created for every table in ServiceNow

(see Table 2-3). They contain auto-populated information about
the table, like when it was created, when it was last updated and
by whom, as well as a unique identifier for the table. These fields
can’t be manipulated.

TABLE 2-3 Default Fields in ServiceNow

Field Database
Name Name Description

Created by sys_created_by The user who created the record.

Created sys_created_on The date/time that the record was created.

Updated by sys_updated_by The user who last updated the record.

Updated sys_updated_on The date/time the last record was updated.

Sys ID sys_id The unique identifier for the record. This is auto-
assigned and unique throughout the instance.

Updates sys_mod_count The number of times this record has been

updated since the record was created.

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 Putting the Finishing Touches
on Your Tables
Creating a table is much like picking out a car — you may have
your mind set on a make, model, and perhaps a color, but have
you considered the accessories like the tires, the stereo system,
the engine size, the interior style, the electronic gadgets? If you
choose wrong, some of these can be swapped out or upgraded
later, but others are permanent, and you’re going to have to live
with them.

With tables, it’s much the same. This section explains some of
those check boxes, drop-downs, and other fields you encounter
when you create your tables.

Choosing a table label

The table label is used wherever someone interacts with a list or
record for your table. Some options include the left navigation
menu, at the top of a list or record, or in a pick list of tables.
The table label is modifiable (and translatable) after your app is
created.

Picking a table name

The table name is the database name. It’s typically not displayed
to your end-users, but it’s the way in which ServiceNow interacts
with the database. The table name is also prefixed with the app
scope name.

Consider table names carefully. After the table name is created,

you can’t change it, so we encourage you to review your table
names before saving so they make sense later. If you have an app
called Loaner to manage your loaner items and you create a table
called Loaner Request, the default table name may be something
like x_snc_loaner_loaner_request. Before you save your table,
consider modifying the table name to x_snc_loaner_request.
You, or your developers, will appreciate this if you need to add
scripting to your app later.

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 Making your table extensible
You can make any table you create capable of being extended to
other tables simply by checking the Extensible check box.

Say you’re building an app to track vehicles. These vehicles could

be anything from cars to trucks to electric bicycles. The vehicles
have a certain number of common attributes like owner, number
of wheels, date of purchase, color, and so on. These fields could be
put in a base table that you later use to extend to other tables with
specific attributes (or fields) of their own. For example, number
of doors would be applicable to cars and trucks, but not bicycles or
motorcycles so that wouldn’t be a good candidate to put on your
base table.

Auto-numbering your records

Auto-numbering allows you to add a sequential number to your
record with a prefix. This prefix acts as a unique, human-readable
designator so you can quickly find the record later. By checking
the Auto-Number box when you create your table, you tell the
system to create a field called Number with an associated charac-
ter prefix and counter that gets automatically incremented with
each new record.

Consider an app that tracks safety issues. It’s much easier for
someone to call in and refer to SAFT0010022 than it is to try
searching for “that thing that happened in the break room where
the wire wasn’t plugged in to the doohickey.”

Not all tables need auto-numbering. The most common use of

auto-numbering is for task-based records. Records that support a
process (such as lists of people, locations, groups, or devices) are
typically not auto-numbered.

Managing Access
In Chapter 1, we cover planning considerations and making sure
everyone has the correct ability to see and edit your data. So as
you create your tables, this is a good time to remind you to con-
sider “who needs what.”

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 There are four types of access: create, read, write, and delete.
Each role you create may have different access. Consider grant-
ing the appropriate access based on the personas, or roles, your
app requires. For example, you may want a user with an approver
role to your app to have read and write access, but not create and
delete access, whereas a user with an employee role may need to
create as well as read and write.

When building your app with AES, there’s a section labeled

“Security” that makes it easy to create roles based on your per-
sonas, and then you can modify the access to create, read, write,
and delete records based on those roles. You can also create more
detailed security rules using Studio to define read/write controls
on specific fields.

Use delete access with caution. Deleting records isn’t normally

something you want to do because it can leave gaps in your data.
Instead, to deactivate records you don’t wish to see, you can use a
simple filter to create a true/false field named “Active.”

CHAPTER 2 Storing Your Information 23

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 IN THIS CHAPTER
»» Getting to know forms and lists

»» Giving your users a mobile experience

»» Providing a workspace

»» Creating custom portals for your

end-users

»» Working with reports and dashboards

Chapter 3
Creating Amazing
Experiences

H
ow will people interact with your application? Creator
Workflows offers several ways to allow your users to inter-
act with your app (for more info on Creator Workflows,
check out Chapter 1). There are standard forms and lists, a native
mobile application, a custom portal, and a more recent user inter-
face (UI) that ServiceNow simply calls Workspace. Each has its own
merits and is well suited for a specific type of persona or the work
he or she typically does.

When building your app, you should think about several design
considerations. Will your app be accessed via desktop, mobile,
or both? Is your target audience already using an application on
ServiceNow where it’s comfortable using forms and lists, or will
it need a self-service type of interface? Will your audience be
doing quick updates on the go, or does it work in ServiceNow the
majority of the workday? This chapter has you covered.

CHAPTER 3 Creating Amazing Experiences 25

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 Using Forms and Lists
The most common method of accessing data in ServiceNow is
through forms and lists. A form displays information from one
record in a data table, and a list displays a set of records from a
table. Users may interact with a form or list across multiple inter-
faces, such as Workspace, portal, or the platform UI, but the fol-
lowing guidelines apply no matter the interface:

»» Keep the number of fields on a form to a minimum.

The more fields you have on a form, the longer it will take
to load. Generally, users don’t want to work with a long form
either. You can use form views to create different sets of
fields for different situations.
»» Use form sections to logically group fields together and
keep users from having to scroll. The top section of the
form should contain the fields that are always needed or
used, while the other form sections contain less frequently
used fields.
»» Make sure fields appear in a logical order. For example, a
start date field should always come right before an end date
field.
»» Use seven or fewer columns in a default list. As tempting
as it is to put a lot of fields on a list, users will have to scroll
horizontally to see the “missing” columns, and that’s just not
a good experience.
»» Avoid using a reference field as the first item in the list
view because it’s shown as hyperlinked text. Clicking the
reference field redirects the user to the referenced record
instead of the list record and results in a poor user experience.
For example, when viewing a list of case records, the expecta-
tion (based on the way the majority of lists are configured) is
to click the value in the first column. If your list is different, in
that it takes the user to the case owner instead of the case
details, that’s off-putting for the user.

A poorly designed form has the following characteristics:

»» There are no sections — it’s one long form.

»» Fields that don’t require much space, like the date fields at
the bottom, are taking up the full width of the form.

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 »» The left and right sides of the upper form feel unbalanced
with more items on either the right or left.
»» Similar fields aren’t grouped together (for example, “assign-
ment group” and “assigned to” are nowhere near each other).

Nobody wants to use a poorly designed form, such as the one

illustrated in Figure 3-1.

FIGURE 3-1: A poorly designed form.

By contrast, good form design, shown in Figure 3-2, can unlock

productivity.

FIGURE 3-2: A well-designed form.

This form is well designed because it has the following

characteristics:

»» Fields are grouped together logically, like “assignment group”

and “assigned to.”
»» Fields that don’t take much space (date, choice, and refer-
ence fields) are placed side by side.

CHAPTER 3 Creating Amazing Experiences 27

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 »» Short fields are balanced left and right where possible.
»» The form has been divided into sections for easier viewing
and data entry.

Taking It Mobile
ServiceNow offers native mobile capabilities for Android and iOS
users. If users require functionality like geolocation or offline
access to your data, you can use one of the two native ServiceNow
apps: Mobile Agent, for the agents and fulfillers, and Now Mobile
for your end-users (see Figure 3-3). The development is done
by creating a mobile application in Studio inside of the applica-
tion you’ve been building. You don’t need to learn iOS or Android
development tools. The Now Platform takes care of the hard part,
allowing you to focus on the logic and presentation of your app.

FIGURE 3-3: Access your data on the go with a mobile app.

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 WHAT MAKES A GOOD MOBILE
EXPERIENCE?
Mobile apps aren’t designed to be a mobile version of all desktop
functionality. The best mobile experiences come from quick interac-
tions. When creating a mobile experience, keep the actions simple to
allow users to create and update records. Think about the mobile
apps you use the most to hail a ride or shop online. You open the app,
you make your request, and you’re done in a few minutes. The idea of
mobile is to make it quick and easy. Some people have referred to
this as a targeted micro-experience.

If you use App Engine Studio (AES) to get your app started, click-
ing the mobile option allows you to easily create a mobile experi-
ence simply by choosing tables. Additionally, you can configure
mobile apps by using Mobile App Builder (found in AES).

Working with Workspaces

You may find yourself with users of your app who practically
live in ServiceNow to do their daily jobs. We refer to these users
as agents. Agents may be people who fulfill requests, respond to
cases, or address inquiries — theirs is a life of constant data flow.
To make their jobs easier, ServiceNow offers Workspace.

Workspace is a suite of tools that provides agents, case managers,

help desk professionals, and managers with an integrated and
graphically intuitive user experience. Workspace features, shown
in Figure 3-4, include

»» A multi-tab interface to manage multiple cases or incidents

»» Real-time handling of calls and chats via the Interaction
Management System
»» Task resolution assistance via Agent Assist
»» Intuitive search capabilities to quickly find relevant content
»» Heads-up display of contextual information to quickly get
oriented to new tasks

By default, Workspace is active for all instances.

CHAPTER 3 Creating Amazing Experiences 29

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 FIGURE 3-4: Easily manage multiple interactions with Workspace.

Building a Portal Experience

If during the planning phase you decided that your application
has a Requestor or Self-Service user, you may want to create an
easy-to-use portal for them to find and access the information
they seek. You can use the Next Experience UI Builder (we intro-
duce this in Chapter 2) to quickly create and edit pages for your
portal experience. Creating pages for your portal experience is the
same as creating pages for Workspaces.

To jumpstart your page building, use the start from a page

template option when creating a new page in UI Builder.

Using Reports and Dashboards

Most applications will have some level of reporting requirements.
Reports should be created with actions in mind and be built to drive
change. The in-platform reporting tool in ServiceNow is power-
ful and easy to use. You can start by simply clicking a list column
heading to make a bar or pie chart, or use the wizard interface to
guide you through more complex options (see Figure 3-5). With
great power comes great responsibility.

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 FIGURE 3-5: The built-in report builder offers a wizard experience for easy
report generation.

Here are some guidelines to follow when creating reports:

»» Be careful when reporting on large tables — it could have a

performance impact on your ServiceNow instance. Make
sure you’re filtering by date range or another limiting criteria
rather than showing all records in the table.
»» When grouping records in a report, try to avoid grouping by
fields that contain many possible values — it could impact
performance.
»» If running your report gives you a Long Running Transaction
Timer message and takes a long time to run, consider adding
more data filters to reduce the report run time.
»» If someone needs a report daily or weekly, consider schedul-
ing it to be sent via email.

The Now Platform reporting capabilities offer a wide variety of

report types from simple bar graphs to heat maps to geographical
maps. When you view a report in ServiceNow, the data is live —
you can click a column in a chart and instantly view the underly-
ing records that make up that data. This is far more advantageous
than exporting data to a third-party application.

You can also use dashboards to show multiple reports on one page
like the example you see in Figure 3-6. Be careful with the number
of reports you add to a dashboard. If you have too many reports on
a dashboard and multiple users are using that dashboard, it could
affect overall instance performance.

CHAPTER 3 Creating Amazing Experiences 31

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 FIGURE 3-6: Dashboards are a useful way to group your reports and gain
quick insights.

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 IN THIS CHAPTER
»» Guiding your users with form logic

»» Validating user inputs to prevent data

issues

»» Building more complex process flows

»» Integrating your app to external systems

»» Sending notifications at key process

points

Chapter 4
Logic and Workflow

A
fter you’ve created your application’s data model and
­provided your users a way to access the data, you’re ready
to add some logic. Logic is what makes your app a useful
tool. It can come in many forms, ranging from workflow logic to
form logic (what people can and can’t see or use on a form) to
­business logic (rules that govern what happens to data after it’s
entered) to notifications (making users aware of conditions and
events within the app). Logically, this chapter covers logic.

Building Dynamic Form Logic

Controlling what users see when they visit a form can greatly
increase productivity and responsiveness. For example, users
should only see fields that are useful to them — and they may
need to see different fields based on what they’ve selected so far.
Several options exist for controlling what’s visible, read-only, and
mandatory on a form, as well as showing conditional messaging.

To help you decide when to control user access to information, ask

yourself the following question: Is this a suggestion or enforce-
ment? A suggestion makes the form easier to complete, whereas
enforcement forces the user to do something in order to complete
the form.

CHAPTER 4 Logic and Workflow 33

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 User interface (UI) policies are useful for conditional suggestions
like showing and hiding fields or adding field messages based on
another field’s value, while data policies and business rules are
better suited for doing conditional enforcement like making a
field mandatory.

Figures 4-1 and 4-2 show an example of a UI policy in action.

When the category is set to Big, shown in Figure 4-1, the Due Date
field is displayed and mandatory (note the asterisk to the left of
the Due Date field).

FIGURE 4-1: A UI policy checks the value of the category and displays the due
date when the category is Big.

When the category is set to Small, shown in Figure 4-2, the form
automatically updates to hide the Due Date field.

FIGURE 4-2: The same UI policy hides the due date when the category is Small.

The best user experience happens when you utilize both sugges-
tion and enforcement together.

Validating and Simplifying Updates

with Business Rules
Business rules are run when a record is created or updated. They’re
good for building simple conditional logic to run after the form is
submitted, like this:

Trigger: If this happens on a record,

Action: then set this value or show this message.

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 As an example, let’s define a business rule to validate that the due
date entered wasn’t in the past. The trigger could be that the due
date has changed and the date is at or before the current minute.
This is easy to construct using the condition builder like the one
shown in Figure 4-3.

FIGURE 4-3: Use the condition builder to easily construct business rule
triggers.

If the user enters a date in the past, then the trigger condition is
true. It displays a message and stops processing as defined on the
action part of the form (see Figure 4-4).

FIGURE 4-4: Update record field values or display a message and stop
processing.

More complex logic with multiple steps can be done via Flow
Designer, described in the section, “Driving Value with Workflows.”

Driving Value with Workflows

Workflows (often called business logic) are what transforms your
data from a system of record to a system of action and automa-
tion. It is what drives the process through its various stages.

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 Consider an example of getting tuition reimbursement. After a
student submits the form, someone may need to be notified of
a new request. You may also require an approval based on a cost
threshold and finally disbursement of the funds. A simple table of
records still needs someone to move each record along through
the process. Workflows drive value from your data through pro-
cess optimization.

Map out your process flow before adding workflows. Consider

the steps needed to move your data from start to finish. Fol-
low “a day in the life” of a record. If you don’t have an existing
process, consider doing things manually for a while as a way to
identify requirements. While you may not get every corner case,
you’ll gain a better understanding of where workflows can be
added.

Going with the flow with Flow Designer

Flow Designer allows you to build powerful business workflows.
When designing a flow, keep in mind the following tips:

»» Each flow should have a singular goal.

»» Use sub-flows to create reusable components in a flow
(approval is a great example).
»» The layout of your flow should clearly indicate its purpose. If
there’s confusion, consider adding annotations (comments)
to the actions.

Start with a whiteboard design of your business flow. Then build

the flow, action by action, to align with your process. You may
need more than one flow for a single process to stick to these tips.

A basic flow consists of a trigger with one or more actions and

logic; it may also include one or more sub-flows. The trigger tells
the flow when to start. Flows can be triggered in one of several
ways:

»» Record created, updated, or both: A record on the desig-

nated table has been created, updated, or both. You may have
certain requirements where you want your flow to trigger on

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 specific conditions for new or updated records. For example,
only start an approval on an expense report when the state
changes to approval. A condition can be applied to the trigger
to filter which record actions can trigger the flow.
»» Incoming email: It’s also possible to run your business logic
based on an incoming email from a user or system. For
example, when a use sends a new email, create a new
record in a table to capture that issue or request.
»» Scheduled: Run a flow once or on a repeating interval. One
example is to find all requested approvals that haven’t been
updated in the last week and send a reminder notification to
the approvers.
»» Representational State Transfer (REST): You may need to
trigger some business logic based on an external trigger
such as your customer management system identifying that
a new customer has been created. The other system can use
REST web service to trigger a flow in ServiceNow.
»» Application: Application triggers may be associated to a
Service Catalog item (for example, ordering a laptop), incoming
email, or other triggers. This provides the same easy-to-use
Flow Designer capabilities to carry out approvals, notifications,
decisions, and more. See how easy automation can be?

Flow Designer actions are the part of the flow that do something
(for example, send an email notification, update a record, look
up records, or create new records). Flow Logic can be applied to
make decisions about the data in your flow. There are several
logic choices, including “if” (see Figure 4-5) and “decision tree”
(created with the Decision Builder) to conditionally determine
whether to run a set of actions (or not), looping constructs like
“for-each” and “do-until” to iterate on a list of items like records
from a lookup action, or just tell your flow to hang out and wait a
certain amount of time.

CHAPTER 4 Logic and Workflow 37

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 FIGURE 4-5: A conditional record update flow in Flow Designer.

Sub-flows allow you to create reusable blocks of actions. For

example, say your flow automatically approves and updates a
record if the amount is less than $1,000 but requires manager
approval for amounts greater than $1,000. You’re going to need
to do the same update twice in that flow: once when the system
auto-approves and again if the manager approves. Why create
two sets of the same actions when you can create a sub-flow
containing the approval actions and drop it in twice? You’ve
made your flow easier to read and easier to maintain. Experi-
ence has taught us that requirements change. When someone
asks you to update the approval action, you only have to update
it once instead of twice because you’ve isolated that part of the
logic in a sub-flow.

Check out Flow Designer on the ServiceNow Product documen-

tation site (devlink.sn/fd-docs) and look at some example
videos on the ServiceNow YouTube channel (devlink.sn/
fd-videos).

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 REDUCING FLOW MAINTENANCE
WITH DECISION BUILDER
Processes change due to many factors — customer requirements, eco-
nomic climate, organizational changes, and more. As a result, your
workflow needs to adapt. One way to minimize the maintenance is to
abstract the decisions from the workflows. You see, to update a work-
flow, you likely need to go to your development instance, make the
changes, and then follow the standard promotion process to get it tested
and into production. That could take a while depending on your organi-
zation’s change management and release management processes.

By separating the decision data from the flow data, you can adapt
much quicker. Let’s use an example of a customer loyalty app. Say
that today a customer needs 1,000 points to achieve bronze level
status, 5,000 points for silver, and 10,000 for gold. Then someone
decides the rules have changed and it’s now 2,500, 10,000, and 25,000
respectively. The best way to address this is to leave the decision-
making logic in the flow, but abstract the decision table itself so it can
be changed as needed without impacting the flow itself.

That’s what Decision Builder provides. It’s a way to build and maintain
the conditions of your loyalty program and return a result (for exam-
ple, bronze, silver, or gold) to the flow to follow the correct path for
approval, discounts, or some other reward.

Simplifying your process with Process

Automation Designer
Process Automation Designer (PAD) promotes your subflows and
flow actions to a new level by driving cross-enterprise and cross-
departmental processes. Together with Playbook Experience, you
can now expose your process, the expected next steps, and all
relevant information directly to the end-user for increased effi-
ciency and process transparency. With optional, ad hoc activi-
ties, you can make your processes flexible to meet any unexpected
needs.

CHAPTER 4 Logic and Workflow 39

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 PAD doesn’t replace Flow Designer; instead, it leverages it as the
action plan behind each process activity. Flow Designer is ideal for
creating targeted flows that solve a specific business case. Exam-
ples include updating a record from a certain trigger, processing
an inbound email, running SLA automation, or fulfilling Service
Catalog requests.

PAD is great for creating multi-stage, multi-activity processes

that cross departments or enterprises (see Figure 4-6). Examples
include onboarding a new employee which involves workflows
across IT, Facilities, HR, and Finance.

FIGURE 4-6: An application approval process edited in Process Automation

Designer.

PAD is designed to be usable by developers of all skill levels while

encouraging collaboration. Business Process Owners can map
out their process with placeholder and pre-made activities while
more experienced developers connect the pieces by passing data
between the different activities and throughout the process life-
cycle. Additionally, they can create new, custom activity defini-
tions based on Flow Designer subflows or actions to cover specific
business process needs.

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 Connecting to Third-Party Systems
with Integration Hub
If your app needs to send or receive information to a third-party
system, you’re going to need an integration. Fortunately, you
can use Flow Designer by leveraging prebuilt integration actions
from Integration Hub. In Flow Designer, you simply select from
available Integration Hub bundles of actions called spokes (see
Figure 4-7) while building a flow to easily allow ServiceNow to
interact with other systems in your application landscape. For
example, if your team uses Slack for collaboration, you can have
your flow send a notification automatically to a Slack channel. For
the available spokes in your organization, contact your Service-
Now System Administrator.

FIGURE 4-7: Connecting to third-party systems is done using Integration Hub.

Additional spokes are available from the ServiceNow store

(devlink.sn/spokes-store). People with some coding and inte-
gration skills can also build new spokes. If a particular integration
isn’t available from ServiceNow, check with ServiceNow to see if
it is on the roadmap. If not, this may be an opportunity to work
with your organization’s professional developers to build a cus-
tom, reusable spoke for that particular system.

CHAPTER 4 Logic and Workflow 41

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 Using Notifications to Communicate
Most applications need some sort of email notifications config-
ured. Some examples of that are

»» When a task is assigned to a user or group

»» When a request is opened or closed on behalf of someone
»» When an approval is needed from someone
»» At a certain point in a flow
Configuring notifications is quite easy. You only need to identify
when to send the notification, who will receive the notification,
and what the notification will contain (see Figure 4-8).

FIGURE 4-8: Use notifications to keep others informed at key points in your
process.

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 The notification table contains many examples. A quick way to
build a new notification is to copy an existing record and change
it to suit your purposes. When you’re working with notifications,
keep in mind the following tips:

»» Use the preview feature. Previewing email notifications

enables you to see what your message looks like before
being sent. You can select a record to use as sample data to
see the recipient, subject, and body of the message without
having to trigger an actual email. Preview also allows you to
address any potential issues such as no user or group
associated with the message.
»» Use email templates if you think you’ll be sending out
multiple notifications containing the same subject and/
or body. For example, if you’re sending an email when a
task is assigned to a group, it’ll probably contain the same
text as an email getting sent to the assigned user, even
though the conditions and recipients will be different for
both notifications.
»» Use the notification record field labeled “Users and groups
from the table fields” in the Recipients section to automat-
ically use the data from your app’s data record. Follow this
tip instead of specifying a specific user or group (also known as
hardcoding) in a notification. This suggestion is also one more
reason to use a reference field over a string field in your table.

CHAPTER 4 Logic and Workflow 43

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 IN THIS CHAPTER
»» Adding a chatbot

»» Testing your app

»» Using surveys

»» Offering online tours

»» Adding intelligence

Chapter 5
More Low-Code
Capabilities

I
n this chapter, you explore some additional low-code capabili-
ties of ServiceNow that you can use to enhance your app and the
user experience. You aren’t required to use any of these capa-
bilities in your app, but it’s great to know what they are and the
value they can add.

The capabilities mentioned in this chapter are accessed from the

standard platform menus, not directly through App Engine Studio
(AES) or Dev Studio.

Building a Chatbot
If your app has one or more high-volume/low-complexity tasks,
you may want to consider a chatbot. Virtual Agent is a conversa-
tional bot platform for providing user assistance through conver-
sations within a messaging interface. Use Virtual Agent to build
bots and design bot conversations that help your users quickly
obtain information, make decisions, and perform common work
tasks.

CHAPTER 5 More Low-Code Capabilities 45

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 Components of Virtual Agent
The Virtual Agent platform includes the following components:

»» Virtual Agent conversational (client) interface: With

Virtual Agent, your users interact with a chatbot or live agent
through various messaging services. Your users can use the
web-based Virtual Agent interface available for Service
Portal, Apple iOS, and Google Android environments. They
can use the Virtual Agent interface for third-party messaging
applications through the ServiceNow integrations for Slack,
Microsoft Teams, and Workplace from Meta.
»» Virtual Agent Designer: Use Virtual Agent Designer to
develop, test, and deploy bot conversations that assist your
users with common issues or self-service tasks. Virtual Agent
Designer is a graphical tool for building the dialog flows of
bot conversations, called topics. A topic defines the dialog
exchanged between a virtual agent and a user to accomplish
a specific goal or resolve an issue.
Predefined topics are available for Customer Service
Management (CSM), HR Service Delivery, and IT Service
Management.
»» Live agent handoff: Give users the option to switch to a
human agent for assistance during bot conversations. Virtual
Agent is integrated with live chat to offer a seamless transfer
from a bot conversation to a live agent. With live chat, you
specify the agent chat queues to be used, including the chat
interactions transferred from a virtual agent to a human
agent. Your users can request a live agent transfer at any
time during a chatbot conversation. You can also initiate a
live agent transfer through custom conversation flows that
you build. You can see an example of this component in
Figure 5-1.

Benefits of Virtual Agent

Implementing a virtual agent to handle common requests and
tasks enables your users to get immediate help, day or night. Pro-
viding your virtual agent on channels familiar to your users, such
as third-party messaging apps, offers a convenient way for them
to get work done quickly. A virtual agent can also offer person-
alized customer experiences by applying and remembering user
information during the conversation.

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 FIGURE 5-1: You can handoff to a live agent as needed with a chatbot.

Typical Tier 2 support tasks that can be accomplished with virtual

agents include

»» Answering frequently asked questions

»» Providing tutorial (“how to”) information
»» Querying or updating records (for example, getting the
current status of cases or incidents)
»» Gathering data, such as attachments, for the live agent
»» Performing diagnostics
»» Resolving multistep problems
Automating these support tasks with a virtual agent frees your
support agents to focus on more complex user issues and enables
you to scale your support organization accordingly.

You can access Virtual Agent Designer in ServiceNow by choos-

ing Collaboration ➪ Virtual Agent ➪ Designer. Take a look and see if
your process, users, and app can benefit from a conversation with
a chatbot.

CHAPTER 5 More Low-Code Capabilities 47

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 Testing Your App
Before deploying your app to production, your IT or app develop-
ment group may require you to build a test to ensure its function-
ality and avoid surprises down the road. Even if they don’t require
a test, it makes sense to invest a few minutes to validate your app.

The Automated Test Framework (ATF) enables you to create and

run automated tests to confirm that your instance works after
making a change. The change could be a ServiceNow change
(something ServiceNow does) or an application configuration
change (something you do). If everything tests positive (see
Figure 5-2), you can make the changes to production with con-
fidence. If you run in to issues, use the test results to identify
changes needing review. You can find ATF under the Automated
Test Framework menu.

FIGURE 5-2: Validate a release and speed up upgrades with the click of a
button with ATF.

Components of ATF
Understanding the components of ATF can help you build more
effective and easy-to-run tests. A test is made up of steps you
define. These include things like opening a form, filling in fields,
and validating results. You can run each test individually or as
a collection called a test suite. Test suites are typically grouped
together functionally. For example, if your app is fairly simple,
you could have a test suite for your entire app and test it with one
click from the test suite.

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 Benefits of ATF
ATF provides the following benefits for change managers and
builders/developers:

»» Reduce upgrade and development time by replacing manual

testing with automated testing.
»» Design tests once and reuse them in different contexts and
with different test data sets.
»» Keep test instances clean by rolling back test data and
changes made after each test runs.
»» Create test suites to organize and run tests in batches.
»» Schedule test suite runs.
»» Enable non-technical test designers to create tests of
standard Now Platform functionality.
»» Reduce test design time by copying quick start tests and test
suites.
»» Create custom test steps to expand test coverage.
We like to say that ATF tests are the gift that keeps on giving.
Once defined, they can be used to validate your app releases and
also have a bonus when it comes to upgrading your instances.
Your tests are already defined and ready to go. At the push of a
button, you can validate your app quickly and get the value of
ServiceNow’s latest releases faster.

Sending Surveys
With the ServiceNow Survey Management application, shown in
Figure 5-3, you can create, send, and collect responses for basic
surveys. The survey designer lets you create survey categories and
questions, configure the details, and publish the survey to specific
users or groups.

CHAPTER 5 More Low-Code Capabilities 49

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 FIGURE 5-3: Create and configure surveys using the Survey Designer.

You can assign a survey to individual users or groups who receive

all the questions from all the categories. You can also customize
each question and make it dependent on the response to another
question. The following describes the procedure to create and
publish a survey.

1. Create survey categories.

2. Create questions within each category.
3. Configure survey details, such as introductory and
closing remarks and time limit.
4. Select recipients for the survey.
5. Publish the survey to the selected users or groups.

Surveys can be a useful metric to determine if your app is suc-

cessful. You can find surveys under the Survey menu on the right
navigation menu in ServiceNow as seen in Figure 5-4.

FIGURE 5-4: The Survey application menu (partial shown).

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 Offering Self-Paced, Onscreen Training
Guided tours help train and onboard users within the ServiceNow
user interface (UI). Each tour contains a series of interactive steps
that help users complete online tasks within the browser window.
Administrators can create tours for ServiceNow applications, ser-
vice portals, and custom applications. Figure 5-5 shows you the
Guided Tour Designer that’s used to create tours that demonstrate
how to use a feature. For example, you can create a tour to repre-
sent a training model for specific policies and processes, such as
creating a new claim or reviewing expense reports.

FIGURE 5-5: The Guided Tour Designer.

Guided tours use a series of steps that may span multiple pages.
You can create purely informational steps that users read through
and acknowledge, which results in no change to the ServiceNow
instance. Alternatively, you can provide users with an interactive
experience where they click through and actively work with the
application at hand. For example, an Introduction to Incidents
tour may simply show them the key features of the Incidents
table, while a Create Your First Incident tour would walk them
through creating a real incident, which results in a new record in
the Incidents list.

A guided tour can accelerate adoption of your app and reduce

supplemental training and documentation. Find guided tours
under Guided Tour Designer on the left navigation menu shown
in Figure 5-6.

CHAPTER 5 More Low-Code Capabilities 51

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 FIGURE 5-6: The Guided Tour application menu.

Adding Intelligence
The Now Intelligence products can help you lower costs and
increase productivity through process improvement, self-service,
and automation. Service owners can deliver and refine artificial
intelligence (AI) capabilities quickly, gaining greater insight into
real-time patterns and trends for service delivery teams. This
information enables you to make better, faster decisions —
without the need for data science expertise.

Requesting help
If you want to provide your users with a way to interact with your
applications using natural language, you can use the built-in
technology called Natural Language Understanding (NLU).

Say you’ve written a time-off request app so your employees

can request some well-deserved vacation. By using the Virtual
Agent chatbot technology, you can easily define a model to allow
employees to interface with the chatbot using statements such as
“I’m requesting a week off starting next Monday.” Based on your
model, the system can interpret the intent of the statement as
your employee’s existing Leave of Absence request, a start date of
June 21, 2023, and the duration as a week. That’s enough infor-
mation to submit the request.

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 Requesting information
To heighten the NLU experience (see the preceding section), you
can use Natural Language Query (NLQ). Along with making it easy
to enter information, Now Intelligence products can also retrieve
or report information with NLQ. Reduce the number of requests
you get to create specific reports by enabling users to get their
information with human queries. For example, typing “open p1
incidents for my team” returns a list of incidents where the prior-
ity is 1, and the records are assigned to any member of your team.
NLQ is available within reporting or from the standard platform
lists (see Figure 5-7).

FIGURE 5-7: Clicking the speech icon at the top of a list activates the
NLQ prompt.

Performance Analytics
ServiceNow Performance Analytics (PA) is an in-platform process
optimization solution to create management dashboards, report
on key performance indicators (KPIs) and metrics, and answer
key business questions to help increase quality and reduce the
costs of service delivery.

PA enables businesses to set, track, and analyze progress against

goals. The products help you improve performance and accelerate
continual service improvement by

»» Tracking critical process metrics and trends

»» Measuring process health and behavior against organiza-
tional targets
»» Identifying process patterns and potential bottlenecks before
they occur
»» Continually visualizing the health of processes through both
historical and real-time statistics in role-based dashboards,
so you and your business can make informed decisions

CHAPTER 5 More Low-Code Capabilities 53

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 IN THIS CHAPTER
»» Planning effectively

»» Creating your tables and fields

»» Keeping your app running smoothly

»» Testing your apps

»» Partnering with developers

Chapter 6
Ten Tips for Low-Code
App Development

T
he tips in this chapter come from years of experience across
thousands of implementations by customers, partners, and
ServiceNow developers. We hope that following these ten
tips when building your app brings you much success!

Make a Plan
When you begin with a plan, you have a clear picture of the out-
come you’re looking for and how to get there, and that means you
have a greater chance of success. For more info on this tip, check
out Chapter 1.

Name Tables and Fields

As you build the tables and fields that make up your data model,
remember to consider good naming of tables and fields. Labels
can be changed later, but names can’t. Flip back to Chapter 2 for
more information.

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 Consider Common Personas and Roles
In most apps, there are several default roles to consider when
you build your app. A user (or requester) role is often assigned to
someone who typically creates the record, checks the status, and
makes small updates on their own behalf. An admin is someone
responsible for the management and maintenance of the app.
We often see a role for someone responsible for interacting with
the record to drive the process; this persona may have a name
like agent or fulfiller. You may opt to create a separate role for an
approver, who’s only involved with a specific approval step in your
app. Check out Chapter 2 for more information.

Use Good Form and List Layout

Consider the experience users will have as they interact with your
app. Watch how they move through your app. Are there common
things they do and in a specific order? Can you adjust the layout to
make it easier for them to navigate and perhaps save time?

A good user experience can be the difference between success and

failure for your app’s adoption. See Chapter 3 for more informa-
tion on paying attention to the user experience.

Take Advantage of Different Field Types

ServiceNow offers several different field types. Take a look at the
options available and consider how they may make your app more
effective. You may find that changing a date and time field to a
date gives you better reporting capabilities or using a URL field
instead of a text field allows users to click a link and be taken to
that site. Head to Chapter 2 for more on field types.

Avoid Deleting Records

Generally, deleting records is bad because it can lead to data
inconsistency issues. Additionally, you may have audit and data
retention requirements that preclude you from allowing data to be

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 removed. A better method is to add a True/False field (often called
Active) to enable you to deactivate records like those of former
employees. After that, you can use a filter such as “Active | is |
true” to display just the active records. This filter is also known
as a reference qualifier.

Test Your App

Use the Automated Test Framework (ATF) to create tests for
your app.

Use both good test cases (where you expect it to pass) and bad
test cases (where you expect it to fail). When you use ATF, you can
validate changes before going to production and reduce upgrade
time between ServiceNow versions. We cover ATF in detail in
Chapter 5.

Get Familiar with the Commonly

Used Tables
Understanding the built-in tables can save you development time,
reduce the need for integrations, and improve cross departmen-
tal workflow. In Chapter 2, you can review the list of commonly
used tables.

Limit the Number of Records

Retrieved in a Report
More data equals more time. If you find your dashboards, reports,
or lists are taking an uncomfortable amount of time to display,
consider adding filters such as “created | on | today” or “assigned
to | is (dynamic) | me” to reduce the amount of data retrieved (see
Chapter 3).

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 Work with Your Developers
ServiceNow is a single development platform that accommodates
developers of all skill levels working cooperatively. This helps
more people to build using low-code capabilities and to leverage
the developer skill set as needed.

If you find your app needs complex logic or custom integrations

that go beyond the low-code capabilities, work with the develop-
ers in your organization or seek out an implementation partner.
You can reap two specific benefits:

»» Less backlog for the developers

»» Faster time to value for you

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