Frequently Asked Questions: Trust Center on Now SupportTrust Center FAQs - Public, Sept. 23, 2022 1. How is the Trust Center helping customers and prospects self-serve content needed for due diligence, vendor risk assessment, and auditing? The Trust Center on NOW Support provides a single source of truth for customers and prospects to find content to support their due diligence, vendor risk assessment, and auditing needs. Self-serve features include a customer-vetted user interface, AI search (which searches content on relevant pages as well as content within attachments), and Virtual Agent including multiple conversations around the most frequently requested CORE assets. Additionally, CORE has been moved from NOW Community to NOW Support and has been re-formatted as KB articles to improve knowledge search and management to help customers and prospects quickly and efficiently self-serve what they need, when they need it. 2. What is CORE and what is it used for? CORE (Compliance Operations Readiness Evidence) is the repository of ServiceNow's corporate policies and procedures that is typically used by customers and prospects to support due diligence, vendor risk assessment, and auditing. CORE access is contractually guaranteed for ServiceNow's customers. 3. How will moving CORE from NOW Community to NOW Support help customers and prospects? Customers have provided feedback that obtaining access to CORE Community and searching for content within CORE Community aren't easy and take too long. CORE is moving to NOW Support as of September 23, 2022 in order to simplify and accelerate how customers and prospects perform due diligence, vendor risk assessment, and auditing. Customers and prospects will be able to leverage the Trust Center UI, AI search, and Virtual Agent to easily and quickly find content. Customers can also create a Trust case for further assistance, which will be managed by the Customer Service team with a guaranteed response within 24 hours. 4. Why is ServiceNow improving the CORE provisioning process and when will this take effect? Customers have provided feedback that CORE provisioning isn't easy and takes too long. On September 23, 2022 ServiceNow will simplify and accelerate how customers, prospects, and 3rd party auditors perform due diligence, vendor risk assessment, and auditing by streamlining how customers, prospects, and 3rd party auditors access CORE – instead of submitting a request through the Legal team using coreaccess@servicenow.com: Customer and partner admins will be able to provision end users to CORE from their own instance Account teams will be able to provision prospects to CORE Security Compliance will be able to provision 3rd party auditors to CORE from NOW Support These changes will be effective September 23, 2022 for commercial customers. Customers operating in regulated market environments (GCC, NSC, SPP) will also have Trust Center (CORE) access starting in October, and customer and partner admins in those environments will be able to provision end users to CORE. 5. If CORE is moving to NOW Support, what is happening to CORE in NOW Community? For commercial customers: Starting on September 23, 2022: Existing CORE Community users with a NOW Support account will be migrated to CORE on the Trust Center on NOW Support. Existing CORE Community users without a NOW Support account, or who used a personal email address for CORE Community access, can request Trust Center (CORE) access from their customer or partner admin by creating a NOW Support account. On October 23, 2022 the CORE Community site will be deprecated, and CORE will only be accessible through the Trust Center on NOW Support. For regulated market customers operating in the GCC, NSC & SPP environments: Until September 30, 2022 new GCC, NSC, and SPP end users should continue to use coreaccess@servicenow.com to request CORE access. Starting September 30, 2022, new CORE end users in the GCC environment can request Trust Center (CORE) access from their admin. Until October 7, 2022 new NSC and SPP end users should continue to use coreaccess@servicenow.com to request CORE access. Starting October 7, 2022, new CORE users in the NSC and SPP environments can request Trust Center (CORE) access from their admin. On October 23, 2022 the CORE Community site will be deprecated, and CORE will only be accessible through the Trust Center on NOW Support. 6. How is provisioning CORE access for customers and partners being improved? On September 23, 2022 customer and partner admins (commercial accounts) will be able to provision end users to CORE via the Automation Store (new NOW Support users) or Manage Accounts (existing NOW Support users). End users will receive a notification (including a click-through NDA) to log into NOW Support, and they will be able to access CORE from the Trust Center. This will eliminate the lead time and overhead of managing end users' CORE access via the Legal team and will simplify and accelerate end users' ability to self-serve CORE content that they need for due diligence, vendor risk assessment, and auditing. Starting on September 30, 2022 GCC customer and partner admins (and starting on October 7, 2022 NSC and SPP customer and partner admins) will be able to provision end users to CORE via the Automation Store (new NOW Support users) or Manage Accounts (existing NOW Support users). See KB1167040 for instructions on adding new users to the Trust Center. 7. How can a customer or partner identify who their customer or partner admin is? Customers can use the "Identifying your customer administrator" KB to identify their customer or partner admin. 8. How can customers or partners obtain CORE access if their customer or partner admin is unable to do so? Customers and partners should contact their ServiceNow Account team to request CORE access and provide justification. The ServiceNow Account Team will have a case created in Now Support Details to be provided: User Name (first + last name)Email Phone Company name ACCT Number Trust Center access type (Permanent or Temp) The account team will inform the requestor 9. How is prospect provisioning to CORE being simplified? On September 23, 2022 account teams will be able to provision prospects to CORE. Prospects will receive a notification (including a click-through NDA) to log into NOW Support, and they will be able to access (for 30 days) CORE from the Trust Center. Prospects can leverage the Trust Center UI, AI search, and Virtual Agent to quickly and efficiently self-serve the information needed to support their due diligence, vendor risk assessment, and auditing. Prospects can also request a one-time 30-day extension for CORE access from their account team. This will eliminate the lead time and overhead of managing prospects' CORE access via the Legal team. 10. If a case is created on behalf of a customer, how will requestors be kept informed of the status of their request? Requestors are automatically added to the case watch list in order to keep them informed of the case status. 11. How do I enable customer 3rd Party Auditors to access CORE? In all cases where an Audit is being requested, please contact your ServiceNow Account Executive who can help steer you through the process. If you have any questions, please contact customeraudit@servicenow.com.