TechNow

The web series for ServiceNow admins, builders and

developers on a variety of Now Platform topics

Welcome to the future:

the ServiceNow
Washington D.C. release
Episode 97

Earl Duque Lauren McManamon Pranav Bhagat

Sr. Developer Advocate Sr. Developer Advocate Sr. Developer Advocate
ServiceNow ServiceNow ServiceNow
Safe harbor notice for forward-looking statements

This presentation may contain “forward-looking” statements that are based on our beliefs and
assumptions and on information currently available to us only as of the date of this presentation.
Forward-looking statements involve known and unknown risks, uncertainties, and other factors that
may cause actual results to differ materially from those expected or implied by the forward-looking
statements. Further information on these and other factors that could cause or contribute to such
differences include, but are not limited to, those discussed in the section titled “Risk Factors,” set forth
in our most recent Annual Report on Form 10-K and Quarterly Report on Form 10-Q and in our other
Securities and Exchange Commission filings. We cannot guarantee that we will achieve the plans,
intentions, or expectations disclosed in our forward‐looking statements, and you should not place
undue reliance on our forward‐looking statements. The information on new products, features, or
functionality is intended to outline our general product direction and should not be relied upon in
making a purchasing decision, is for informational purposes only, and shall not be incorporated into
any contract, and is not a commitment, promise, or legal obligation to deliver any material, code,
or functionality. The development, release, and timing of any features or functionality described
for our products remains at our sole discretion. We undertake no obligation, and do not intend,
to update the forward-looking statements.

© 2024 ServiceNow, Inc. All Rights Reserved. 2

Lauren McManamon
• Senior Developer Advocate
• Former ServiceNow developer (2015 – 2017)
• Joined ServiceNow as a Solution Consultant
(2017 – 2022)
– Dallas Now at Work Keynote Presenter (2018, 2019)
– Creator Workflows Global SC of the Year (2020)
• Hobbies: photography, YouTube, training for my Sake
Sommelier Test, SCUBA

© 2024 ServiceNow, Inc. All Rights Reserved. © 2024 ServiceNow, Inc. All Rights Reserved. 3
Earl Duque
• Señor Developer Advocate
• ServiceNow developer from 2016 to 2021 across
three customers
• Previous Developer MVP, Hackathon finalist/winner/lead
• Contributor to Hacktoberfest, MVP Community, Dev
Mentorship
• Contributor to WomenNow.sn
• Hobbies: Games, Building weird stuff on ServiceNow,
and making silly videos (@earlioessen)

© 2024 ServiceNow, Inc. All Rights Reserved. © 2024 ServiceNow, Inc. All Rights Reserved. 4
Pranav Bhagat
• Senior Developer Advocate
• 8 years ServiceNow experience
– Administration, development and consulting
• ServiceNow Certified Technical Architect
• Ex-ServiceNow MVP
• Hobbies:
– Walking, boxing, video games and travelling

© 2024 ServiceNow, Inc. All Rights Reserved. © 2024 ServiceNow, Inc. All Rights Reserved. 5
Agenda
• Automation Engine
• Flow Designer and Process Automation
Designer
• Next Experience/UI Builder
• Platform security
• Search
• Random cool stuff
• Q&A

Note: Ask a question in the Q&A – if we

cannot answer it live, we’ll post answers on
the community devlink.sn/technow (Ep 97)

© 2024 ServiceNow, Inc. All Rights Reserved. © 2024 ServiceNow, Inc. All Rights Reserved. 6
 Subscribe for free
devlink.sn/break-point
Love ServiceNow
App Engine?
Tell your peers.
Write a ServiceNow App Engine review on
G2.com and receive a $25 Amazon gift card.

devlink.sn/g2technow
FAQs
• Overview of App Engine, Automation Engine, and platform
• No Demos
• Deep dives coming
• Schedule: devlink.sn/washingtondc
• No pricing/licensing discussed here
• Q&A between topics and at the end
• React on the stream live

© 2024 ServiceNow, Inc. All Rights Reserved. 9

Now Platform
Washington D.C.
release features
Random cool stuff
GraphQL Explorer
• Quickly build/test queries
• Standard layout to popular
third-party GraphiQL tool
• Introspection

Learn more: https://devlink.sn/k23-CCL1141

© 2024 ServiceNow, Inc. All Rights Reserved. 12

Scripts Background update
• Monaco JavaScript Editor
– Toolbar
– Line numbers
– Mini-viewer
– Colored keywords

© 2024 ServiceNow, Inc. All Rights Reserved. 13

ATF support for configurable Workspaces
• List and form components
• More coming in Xanadu
• Available on Open a New
Form step
• Automatically set in Submit
Form Step and subsequent
steps

© 2024 ServiceNow, Inc. All Rights Reserved. 14

Remote Tables enhanced capacity
• Retrieve more than 1000 records
• Opt-in by default
• Note the new Advanced field

© 2024 ServiceNow, Inc. All Rights Reserved. 15

Remote Tables powered by Flows
Trigger data refresh from flows rather than scripts

© 2024 ServiceNow, Inc. All Rights Reserved. 16

Encryption module support
UI16 parity support for users to select their encryption context when uploading files

© 2024 ServiceNow, Inc. All Rights Reserved. 17

Task summarization
Added to more product suites and workspaces

© 2024 ServiceNow, Inc. All Rights Reserved. 18

Performance testing with ATF
• Find self-inflicted
performance issues
• Can reuse existing ATF tests or
create more targeted tests

© 2024 ServiceNow, Inc. All Rights Reserved. 19

Delegated Admin
• One permission set to rule them all
• All Delegated Development permission sets
• Same as having all 25 individual permissions
assigned

© 2024 ServiceNow, Inc. All Rights Reserved. 20

Log attribution
• Attribution field to tell
what type of object
generated that line
• Sys_id of the object
that generated it
• Every start transaction
is attributed with a
transaction type

© 2024 ServiceNow, Inc. All Rights Reserved. 21

Application Manager updates
Activity log update

© 2024 ServiceNow, Inc. All Rights Reserved. 22

Application Manager updates
Redesigned pre-install modal

© 2024 ServiceNow, Inc. All Rights Reserved. 23

Clone Admin Console
New UI on top of the existing
clone engine
• In addition to existing
core clone process

© 2024 ServiceNow, Inc. All Rights Reserved. 24

ServiceNow SDK
Leverage NowSDK to maximize efficiency
and productivity in your application
development
• Optimize your code base using
JavaScript modules to group-related
code
• Organize and reuse your custom JS
modules in your application
• Support for third-party libraries, e.g.,
lodash.js

© 2024 ServiceNow, Inc. All Rights Reserved. 25

Flow Designer and
Process Automation
Designer, and
something new...
Undo/Redo
• Undo changes to your flow
• Redo changes you undid
• Valid until you close the tab/exit Flow Designer

© 2024 ServiceNow, Inc. All Rights Reserved. 27

Fire Event action
• Fire a system event
• Trigger an email
• Run a script action

© 2024 ServiceNow, Inc. All Rights Reserved. 28

Analytics triggers
• Define Flow triggers
based on specific
data insights
• Flows can be more
independently
responsive and
proactive

© 2024 ServiceNow, Inc. All Rights Reserved. 29

Flow Diagramming updates

© 2024 ServiceNow, Inc. All Rights Reserved. 30

Flow Diagramming updates

© 2024 ServiceNow, Inc. All Rights Reserved. 31

Flow Diagramming updates

© 2024 ServiceNow, Inc. All Rights Reserved. 32

Flow Diagramming updates

© 2024 ServiceNow, Inc. All Rights Reserved. 33

Flow Diagramming updates

© 2024 ServiceNow, Inc. All Rights Reserved. 34

Flow Diagramming updates

© 2024 ServiceNow, Inc. All Rights Reserved. 35

Flow Diagramming updates

© 2024 ServiceNow, Inc. All Rights Reserved. 36

New reporting levels
Process Automation > Flow Administration > Properties

Old reporting levels (removed) New reporting levels

Developer Trace choice is

removed from system property

© 2024 ServiceNow, Inc. All Rights Reserved. 37

Flow-specific verbose reporting
Reporting options available through Flow settings:
• Developer Trace: All values, for testing and support only
• Report all iterations

Process Automation > Flow Administration > Settings

• Developer Trace is configured from Flow settings, per flow basis

© 2024 ServiceNow, Inc. All Rights Reserved. 38

Process Automation Designer
Simplified automation experience Select which activities should be made available in PAD
in Process Automation Designer

Consume activities directly in PAD

© 2024 ServiceNow, Inc. All Rights Reserved. 39

PAD field list picker
• Can open a field list picker
(slush bucket)
• Shows all the fields inside of the
dependent table while
configuring an activity
• Before, would have to type in
exactly the names of fields
desired as CSVs

© 2024 ServiceNow, Inc. All Rights Reserved. 40

PAD dynamic input/output
• Activities can have their input defined as “Dynamic Input”
• This can show a dynamic set of field based on the input selection

© 2024 ServiceNow, Inc. All Rights Reserved. 41

Workflow Studio
Empower more people to
automate work with a seamless,
integrated workflow authoring,
configuring and monitoring experience

Gilded Personalized
authoring view of all
experience automations

Meaningful Seamless
automation configuration
health monitoring across automation

© 2024 ServiceNow, Inc. All Rights Reserved. 42

Q&A break
Automation Engine
 $
Integration Hub
Spoke Generator V2 updates
• Autofill base URL
• Search for operations
• Spoke recommendations

© 2024 ServiceNow, Inc. All Rights Reserved. 45

 $
RPA Hub
Embedded task automation

Current state of attended automation

© 2024 ServiceNow, Inc. All Rights Reserved. 46

 $
RPA Hub
Embedded task automation
New state

© 2024 ServiceNow, Inc. All Rights Reserved. 47

 $
RPA Hub
Help Center on RPA Hub

© 2024 ServiceNow, Inc. All Rights Reserved. 48

 $
RPA Hub
Queue-sensitive content

© 2024 ServiceNow, Inc. All Rights Reserved. 49

 $
RPA Hub
New components
• GracefulStop
• Automation Log
• SimulateMouseEvent

© 2024 ServiceNow, Inc. All Rights Reserved. 50

 $
Process Mining
Guided experience
for new users

© 2024 ServiceNow, Inc. All Rights Reserved. 51

 $
Process Mining
New automated findings:
• Pattern repetition
• Extreme duration
• Extreme repetitions
• Slow transitions

© 2024 ServiceNow, Inc. All Rights Reserved. 52

 $
Process Mining
End-to-end visibility into
business process

© 2024 ServiceNow, Inc. All Rights Reserved. 53

 $
Process Mining
Simplified analysis by combining multiple
Activity fields into a single Compound
Activity, making the visualized process
map easier to interpret

© 2024 ServiceNow, Inc. All Rights Reserved. 54

 $
Document intelligence
New “Draw Mode”
for agents

© 2024 ServiceNow, Inc. All Rights Reserved. 55

Next Experience/
UI Builder
Next Experience enhancements
• Context aware
keyboard shortcuts
• Improved layout for
scalability beyond
200%
• “What’s New” in the
help menu

© 2024 ServiceNow, Inc. All Rights Reserved. 57

Data binding

© 2024 ServiceNow, Inc. All Rights Reserved. 58

Data and scripts panel
More prominent display of client state
parameters and scripts

© 2024 ServiceNow, Inc. All Rights Reserved. 59

Data resources
Easily browse and search
for data resources

© 2024 ServiceNow, Inc. All Rights Reserved. 60

Column layouts
• Reorder, delete, and rename
layouts
• Easier sizing and styling

© 2024 ServiceNow, Inc. All Rights Reserved. 61

Tab enhancements
• Add/rename tables from
the stage
• Friendly ID names
• Set default tabs easily

© 2024 ServiceNow, Inc. All Rights Reserved. 62

Image enhancements
• Browse for now-icon
• Custom source/upload
now-icon and now-image

© 2024 ServiceNow, Inc. All Rights Reserved. 63

Builder unification

© 2024 ServiceNow, Inc. All Rights Reserved. 64

Platform security
Access control enhancements
• Assign time-limited
temporary roles for
specific users and
groups
• Comparing user
details, roles and
groups of 2 users

© 2024 ServiceNow, Inc. All Rights Reserved. 66

Access control enhancements
• Assign time-limited
temporary roles for
specific users and
groups
• Comparing user
details, roles and
groups of 2 users
• Compare user
access

© 2024 ServiceNow, Inc. All Rights Reserved. 67

Inbound API security enhancements
• Support API key for
inbound REST APIs
• OAuth Client
Credentials grant type
support for Inbound
Integrations

© 2024 ServiceNow, Inc. All Rights Reserved. 68

 $
Data privacy enhancements
• Enable real-time sensitive data discovery
and anonymization for API calls
• Simplify the identification of sensitive
data with keyword support in data
discovery

© 2024 ServiceNow, Inc. All Rights Reserved. 69

 $
Security Center enhancements
Critical Update Manager
• Timeline of critical
updates
• Get recommended
guidance for taking
action
• Step-by-step guidance
for each update

© 2024 ServiceNow, Inc. All Rights Reserved. 70

 $
Session management
• Capture user's IP
address on session
creation
• Reject a request when
its IP address differs
• Customer admin can
configure

© 2024 ServiceNow, Inc. All Rights Reserved. 71

Q&A break
Platform Analytics
Undo Basic Tracking Mode (consent management)
• Users who opt out of tracking will no longer
be tracked
• The numbers that analytics viewers will see
in the User Experience Analytics dashboard
for Washington will be different

© 2024 ServiceNow, Inc. All Rights Reserved. 74

Platform Analytics Experience
• No longer a workspace
• Now located under the
“All” menu

© 2024 ServiceNow, Inc. All Rights Reserved. 75

Background color and refresh
• Set the background
color on dashboards
or tabs
• Set the refresh rate
• Display the last refresh
under the dashboard
title

© 2024 ServiceNow, Inc. All Rights Reserved. 76

Platform Analytics Experience Migration Utility
• Migrate your analytics
from Core UI to Next
Experience
• En masse or selective

© 2024 ServiceNow, Inc. All Rights Reserved. 77

Cascading filters
• Users can now refine their
data views progressively
• For example: select a
user, then filter further by their
groups or users they manage
• Admins implement specific
pathways to guide users

© 2024 ServiceNow, Inc. All Rights Reserved. 78

Multilevel breakdown
• Can apply more than
2 levels of breakdowns
(filters) to indicators
• Can therefore analyse
data more effectively

© 2024 ServiceNow, Inc. All Rights Reserved. 79

Proactive insights
• Identifies trends over the
course of a workflow
• "Proactively" informs
process owner
• Embed essential insights
into experiences from
the beginning
• Actionable analytics

© 2024 ServiceNow, Inc. All Rights Reserved. 80

Mobile
Zero Trust Access $

Mobile Support for Zero Trust Access

platform authentication feature

© 2024 ServiceNow, Inc. All Rights Reserved. 82

Offline mode
• Available for all client apps
(not just Agent)
• Configurable for each app
• Define download schedules
• No change to end-user
experience

© 2024 ServiceNow, Inc. All Rights Reserved. 83

Seismic pages enhancements
• Supports all button functions in web sessions
• Mobile embedded web sessions will get
extended based on Mobile Auth token validity

© 2024 ServiceNow, Inc. All Rights Reserved. 84

Critical Alerts
• Override user’s Do Not
Disturb/Silent settings
• Fewer service disruptions due
to missed notifications

Android iOS

© 2024 ServiceNow, Inc. All Rights Reserved. 85

Pop ups
• Create configurable (and scriptable) pop ups
• Great for terms and conditions or any
confirmation

© 2024 ServiceNow, Inc. All Rights Reserved. 86

Now Assist capabilities
• Using Now Assist AI capability, developers
can auto generate a summary text based
on task data

© 2024 ServiceNow, Inc. All Rights Reserved. 87

Data Visualizations
• Unified experience
• Add more charts and functionality

Note: Use type “Data Visualizations” in

Mobile App Designer (not Reports and
Performance Analytics)

© 2024 ServiceNow, Inc. All Rights Reserved. 88

Mobile SDK $

• Allow customers to develop their

own apps using NOW platform
APIs on both iOS and Android
C

Virtual Agent Push Notifications

© 2024 ServiceNow, Inc. All Rights Reserved. 89

Mobile SDK components $

NowData NowWeb NowChat NowPush NowAnalytics

© 2024 ServiceNow, Inc. All Rights Reserved. 90

AI Search
NLQ AI Search
1• Ask NLQ through the 1
global search bar

2• Five rows are from the

incident table with the
correct query 2
3• AI Search results are
displayed below

© 2024 ServiceNow, Inc. All Rights Reserved. 92

New query in AI Search
• AND_OR
• OR
• *AND_OR_ENHANCED

© 2024 ServiceNow, Inc. All Rights Reserved. 93

New query in AI Search

AND_OR AND_OR_ENHANCED

© 2024 ServiceNow, Inc. All Rights Reserved. 94

One more thing…
What’s next?

1 2 3

Upgrade your PDI Check out the docs Explore Washington D.C.

© 2024 ServiceNow, Inc. All Rights Reserved. 96

Q&A
Thank You for Joining Us!

Earl Duque Lauren McManamon Pranav Bhagat

Sr. Developer Advocate Sr. Developer Advocate Sr. Developer Advocate
ServiceNow ServiceNow ServiceNow
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