RiseUp with ServiceNow Friends & Family Frequently Asked Questions (FAQ) - Knowledge 2023
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KB0011702

RiseUp with ServiceNow Friends & Family Frequently Asked Questions (FAQ) - Knowledge 2023

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Audience

  • ServiceNow Knowledge 2023 In-Person Attendees (Attendees)

 

Overview

This Frequently Asked Question (FAQ) knowledge article answers questions related to our RiseUp with ServiceNow - Friends and Family. The RiseUp with ServiceNow - Friends and Family program allows Attendees the ability to grant access to our Now Learning on-demand catalog to one (1) family member or close friend. This program was provided to in-person ServiceNow attendees, which is also referred to as the Golden Ticket.

NOTE: This program is intended to help those interested in changing careers. This provides the availability to have access to our entire on-demand catalog for free. Certification vouchers are not included. Each Attendee is limited to 1 accepted invitation.

 

Frequently Asked Questions

QuestionAnswer

How do I claim my Golden Ticket?

How do I activate the free on-demand courses for myself as the Knowledge 2023 (K23) attendee?

You should have received an email from ServiceNow.
NOTE: If you cannot find the email, check your junk mail folder.

IMPORTANT: If you registered, but did not actually attend K23 in-person, you are not eligible for the Golden Ticket.

This program is automatically activated for you as the attendee. You may already qualify for free on-demand courses as an employee with a company already associated with ServiceNow Training benefits.

When you enroll in an on-demand course you will not be prompted for payment.

 

What if I decline my Golden Ticket offer?

If you decline the Golden Ticket, this stops your access to the free on-demand content.

You still have access to send an invitation to a friend or family member.

How do I send an invitation?To send an invitation reference Sending Invitation for RiseUp with ServiceNow - Friends and Family.

Why does the email fail with an error message when I try to send an invite to my family member or friend?

A family member or friend that I'd like to offer this program to already has a Now Learning account. Can I send an invitation to them so that they can have free access to the On Demand Catalog with their existing account?

When referring a friend or family member, the email address entered must not be one of the following:

  • Already used for this program.
  • Email is an inactive user account in Now Learning.
  • Email is associated with a company in Now Learning that already has training benefits.

Use a different email address if this message displays under the email field:
Please use a different email address. The entered email is either already used for this program, is an inactive user account in Now Learning, or is associated with a company that has training entitlements in Now Learning.

NOTE: The message indicates one of the three (3) bulleted items above is the issue. Use a different email address. For additional help, refer to Please Use a Different Email Address Message When Sending Friends and Family Invitation.

What happens if a user creates a new private (personal) email address for this program, and later asks ServiceNow to merge accounts between the private email and a company email that is ineligible for this program?

After the user's account is merged, the user will no longer be eligible for the program.

I'm a Golden Ticket participant already using the program with a company email address (my company email is not linked to my company within Now Learning).

What happens when I merge my company email address into my private (personal) email address?

  • You will continue to have access to the Golden Ticket discount for on demand training.
  • You lose the ability to send your one (1) invite to a friend or family member, if you have not already sent the invite.
As an Attendee what is included?

Attendees:

  • Get access to free on-demand content for one year.
  • Ability to send one invitation to a friend or family member for one year free on-demand content.
Will the program include certification vouchers?No, certification vouchers are not included. The program will only allow free access to our entire on-demand catalog.
Can I cancel an invitation if the recipient has already accepted the invitation?No, invitations that have been accepted cannot be canceled. 
Will the certification exam be covered?Invited users must pay for the certification voucher to take the certification exam.
How do I cancel an invitation and send it to a different user?If the invitation has not been accepted, simply select Cancel Request on the invitation form and re-submit your new invitation.
As an Attendee how long does my access to the Friends and Family program last? One year from the date of your acceptance. 
Will an invitation expire?Yes, 30 days after an invitation has been sent, if it has not been accepted, the invitation will automatically expire. You will be able to submit another invitation event to that same person.  It won't be used as your one invitation.
If the invitation has expired, can I resend it to the same person who didn't accept the invitation before it expired?Yes, you will be able to submit another invitation event to that same person.  It won't be used as your one invitation.
NOTE: When your Attendee access ends your ability to resend an invitation ends. 
When will Friends and Family benefit for Knowledge 2023 attendees end? 

Knowledge attendees will have access to F&F Landing page for 365 days to send and see the status of their 1 invitation to send. After 365 days, users will not see the F&F menu item in their Now Learning profile.

 

Does access to the Friends and Family Now Learning on-demand program expire?

After your invitee has accepted the invitation, they are a member of the program for one year and have access for one year to the entire Now Learning on-demand catalog for free!
Does the invitee need a Now Learning account before we can invite them?No, instructions to create a Now Learning account are sent after the recipient accepts the invite.
If a Family/Friend account is added to a partner or client account or becomes a ServiceNow employee in the future, would they lose the Family/Friend discount? 
  • Yes, the Now Learning account remains active, however, it's no longer eligible for the program, and they would lose the discount.
  • Their Now Learning account is associated with any programs depending on their new association (ServiceNow employee, partner, or client account).
  • If your invitee becomes a ServiceNow employee or partner employee, their invitation goes back as an available invitation for you to send to a new invitee. 
What is the logic for how many invitations I have remaining?

The following situations account for an invitation that has been used:

  • An invitation has been sent and accepted.
  • An invitation has been sent and is active, however, it has not yet been accepted.
Is there a 1-limit invitation per year? Will I have a new invitation the following year?

 No, only 1 invitation in total is allowed.

What happens if my invitation is received, and the recipient forwards it to another person?

In the email invitation to your designated recipient, we state that the invitation should not be forwarded.

If the invitation is forwarded:

  • If the recipient has Accepted the invitation - The invitation cannot be canceled after the candidate accepts it.
  • If the recipient has not Accepted the invitation - The invitation can still be canceled by the Attendee when it is in the Sent status.
Why does my invited guest still show as 'Sent' on my invite list, even after they've created a Now Learning (NL) account?

Your invited guest has not fully completed the invitation steps.

The invited guest needs to:

  1. Select the log in to Now Learning link within the email they received.
    • They will be navigated to Now Learning and will need to either create a new Now Learning account using the email address associated with the invitation or log into their existing Now Learning account, and ensure the email address associated with the account matches the email address associated with the invitation.
  2. Once logged into Now Learning, a popup will appear. The popup will explain the program.
    • The invitation recipient must agree to the terms and conditions and select the Accept the Invitation button in order to become a program member.
What do the different statuses indicate?

Implications of the status fields:

Sent:

  • The invitation has been sent (emailed) to the F&F candidate, but no action has been taken by F&F candidate.
    IMPORTANT: Invited guests must fully complete the instructions in their email invite to change from a status of Send to Accepted.
  • The invitation can still be canceled by the Attendee when it is in the Sent status.
  • The sent invitation counts as 1 of 1.

Accepted:

  • The F&F candidate accepted the invitation that was sent.
  • The invitation cannot be canceled after the candidate accepts it. The acceptance is permanent.
  • The accepted invitation counts as 1 of 1.

 Declined:

  • The F&F candidate declined the invitation they received in their email.
  • The declined invitation does not count as 1 of 1.

Expired:

  • The invitation was sent to the F&F candidate, and they did not accept or decline the invitation within the 30-day time period.
  • The expired invitation does not count as 1 of 1.

Canceled:

  • The Attendee can cancel the sent invitation if it has not already been accepted by the F&F candidate.
  • The canceled invitation does not count as 1 of 1.
How is my data protected?
ServiceNow Courses are subject to ServiceNow's Privacy Statement described at https://www.servicenow.com/privacy-statement.html and ServiceNow's applicable visitor policies, which are subject to change. 
Where can I get help? Where can I find out more? 

 

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