Personas
A persona is a role-tailored view of one shared source of truth. An application owner and a CFO open the same instance, read the same records, and see a workspace built for the job each of them is doing.
Personas are configured in your instance. Command does not ship a fixed list, and there is no set of built-in personas to work around.
What a persona controls
The create menu. A persona carries a set of content types, grouped into their categories. Only those appear when a user creates something. A persona given only Table, Roadmap, and Note produces a create menu with three entries.
The activity rail. A persona can be scoped to a subset of the workspace views, or to none at all, in which case the rail is empty.
Availability. A persona is either open to everyone or restricted to named users and groups. Users granted a persona through group membership get it the same way as those named directly.
Identity. Each persona has a name, an icon, and an accent colour, so it is obvious which one is active.
What a persona does not control
A persona is not a permission. It changes what is offered, never what is allowed.
Record access is governed by ServiceNow roles and ACLs, described in Access Rights and Roles & Groups. A persona that offers Table will not show a user a single row their roles do not permit, and removing a content type from a persona does not stop someone reaching that data another way.
Configure personas to make the right work easy to find. Configure roles and ACLs to decide what people may see.
Choosing a persona
Users pick from the personas available to them, and the choice is remembered for the next visit. Switching persona changes the create menu and the rail; it does not move, hide, or alter any saved content.
Configuring personas
Personas are administered in the app rather than in the platform UI, and are stored in your instance like any other configuration record. For each persona you set:
the name, icon, and accent
the content types it offers, and the order they appear in
the workspace views it carries
whether it is available to everyone, or to named users and groups
Two behaviours are worth knowing when you build them:
A content type that is switched off instance-wide will not appear in a persona that references it. Deactivating a type removes it everywhere at once.
A persona whose content types have all been deactivated has nothing to offer and will not be presented as a choice.
A note on answer audiences
Transformation OS™ separately adapts how a governed answer is written for its audience, leading with the numbers an executive, a financial analyst, or an architect needs first. That is a property of the answer, not of the workspace, and it is independent of the persona a user has selected. It is covered in the Transformation OS section.
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