---
title: Guided Self-Service in Employee Center
description: Empower employees with easier self-serve capabilities through guided experiences to improve productivity and efficiency.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/employee-experience-foundation/gss-guided-self-service-overview.html
release: australia
product: Employee Experience Foundation
classification: employee-experience-foundation
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Setup Employee Center browse experience features, Configuring Employee Center, Employee Center, Unified Employee Experience, Employee Service Management]
---

# Guided Self-Service in Employee Center

Empower employees with easier self-serve capabilities through guided experiences to improve productivity and efficiency.

A new plugin **Guided Self-Service** \(sn\_ex\_sp\_gd\_help\) in Employee Center enables employees with an intuitive Question-and-Answer \(QnA\) powered self-service.

## Guided Self-Service \(GSS\) overview

With an in-context visual way to navigate the complex work scenarios, admins can design adaptable self-serve workflows that can enhance overall organizational productivity, engagement, and efficiency.

Using the Guided Self-Service, employees can self-serve with step-by-step assistance and navigate their way to the relevant article or catalog item. Guided Self-Service can

-   Self-serve with easy access to information, processes, and resolutions for day-to-day work.
-   Discover and use the GSS processes through AI-powered search.
-   Make information and solutions easily accessible to employees with varying levels of knowledge or experience.
-   Guide employees to the relevant article or catalog form through a visual Question-and-Answer \(QnA\) experience.
-   Leverage prebuilt activities and templates for self-service help use cases, powered by playbooks.
-   Streamline authoring for non-technical users with playbook designer usability enhancements.
-   Optimize the employee self-service capabilities for complex and high-volume topics.
-   Streamline authoring for non-technical users with playbook designer usability enhancements

\[Omitted image "gss-guided-self-service-overview.png"\] Alt text: Guided Self-Service in Employee Center and its intuitive uses.

Provide Guided Self-Service that caters to the frequent needs of employees. You can display Guided Self-Service as a widget on the home page or as a quick link or as a widget on topic pages.

**Note:** Discover and use the GSS processes through AI-powered search based on the title and description.

## Prerequisites

**Guided Self-Service** in Employee Center has a dependency on the Employee Center and applications. Ensure you complete the following steps before getting started with GSS.

-   Ensure you activate the Employee Center application first before installing the **Guided Self-Service** in Employee Center app from ServiceNow Store.
-   Ensure you have Workflow Studio and its components such as Playbooks.
-   Ensure that the **sn\_hr\_sp.esc\_admin** user has the **playbook.write** role to edit the playbook design and **playbook\_experience.admin** to preview the guided experience.

## Know more about Playbooks and Workflow Studio

Playbook provides a visual representation of step-by-step process involved in self-servicing employee needs and requirements such as **Know your benefits** and **Time off request**.

-   Design the visual workflow to guide employees to find relevant article or catalog items.
-   Use the playbook capability to help employees with the what-to-do-next option.
-   Provide a way to visualize and interact with the workflows in real time via a simple and task-oriented view.

Understand the basics of playbooks and workflow studio. Ensure you have working knowledge of the following processes:

-   [Exploring Playbook](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/build-workflows/process-automation-designer.md)
-   [Playbook builder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/build-workflows/exploring-process-automation-designer.md)
-   [Building your first playbook](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/build-workflows/getting-started-processes.md)
-   [Create a flow in Workflow Studio](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/build-workflows/create-flow.md)
-   [Create a playbook](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/build-workflows/create-process-definition.md)
-   [Building Playbooks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/build-workflows/building-a-process.md)

**Related topics**  


[Guided Self-Service reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/gss-guided-self-service-reference-info.md)

[Use Guided Self-Service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/gss-guided-self-service-homepage.md)