[Music] [Applause] [Music] [Applause] [Music] [Applause] [Music] [Applause] [Music] [Applause] [Music] [Applause] [Music] foreign [Music] [Applause] [Music] [Applause] [Music] all right hello everyone and welcome to our hr service delivery academy session for this month our topic for today is going to be universal request um and i am alison french i am one of the hosts for today and i'm joined by several experts who will be presenting and helping answer your questions today in terms of what we plan to cover during today's session we are going to start things off with an overview of what universal request is then we'll go into a live demo to bring things to life and walk through some of the high level configuration steps for universal request and then ultimately towards the end of the session we'd like to talk through any questions that the audience has and one thing i'd point out about questions specifically is throughout today's presentation if you have any questions please feel free to submit those in the q a panel on zoom and we will answer those in written format throughout and then also take some time to discuss those towards the end but without further ado let's directly jump into our overview of universal requests and so for this portion i will pass it over to alan thank you allison hello everyone uh let me share my screen all right great uh so welcome to the universal request introduction and demo for the quebec release we are very excited today to be showing you this new application that we hope is going to provide a lot of value to your organization this will contain some forward-looking statements so as always safe harbor applies and i'll start off by just explaining why we invested in this in this this particular application uh we are seeing a pretty rapid transformation of many of our large customers uh to a more uh connected service delivery model we see customers who are moving away from siloed service delivery where the employee has to guess which department to go to for support and where if the employee guess is wrong there's no easy way to work across departments to get that request to the right place we're seeing a movement away from this siloed approach to more of an esm enterprise service management or gbs global business services service delivery model where the organization is more connected than ever before each of the service departments can work together to provide a truly seamless employee experience and also drive operational efficiency and cost savings for the organization all right so uh the key product outcomes we were focused on for the employee persona were first the ability to have a universal help capability so when an employee has looked for knowledge or looked for catalog if they just can't find what they're looking for or maybe they don't even know what they're looking for we want to provide them the ability to ask for help in a very simple natural language way and know that they're going to get the help that they need the second thing we focus on is a unified ticket page experience so that no matter which department an employee may be working with whether it's hr i.t finance legal procurement they would they will have a consistent standard ticket page experience and you'll see that in today's demo the third thing we focused on was a single request experience this means an employee should never have to ask for help more than once once they submit the request if there's changes needed transfers that happen any of that stuff that happens on the back end the employee it should fill to them like one request and one request only and finally we obviously want to try to optimize and speed up resolution time for employees and to do that we had to also solve for agents so for the agent side we focus on a collaboration capability which really means the ability to seamlessly transfer work from one department to another across different scoped applications different domains we want to make sure that there's proper context so that when an agent receives a request that's been partially worked on or transferred to them they know what's already been done and what has yet to be done we delivered a machine learning routing classification capability and that's really important if we're going to provide employees with a natural language request option we need to be able to understand the meaning of that request and categorize that and get it routed over to the correct department uh so that's what we have uh for for the uh ml routing and then finally when we think about accountability we think about the idea of end-to-end employee slas so not just what what part hr did and how long it took hr to do their hr case or it and their it incident but rather the entire employee experience from the initial request all the way through the final delivery of the service and everything in between and that's what the universal request data layer does is that data model allows you to actually see that end to end flow as well as each step in the middle so in summary universal request is really here to accelerate your organization's transformation journey as you move to a more connected enterprise service delivery model and all of this is in service to providing a better and more seamless employee experience across all of your service departments the last thing i would mention here is another way to think about universal request it's really the connection it's the glue that binds together it workflows products like itsm with employee workflows uh you know apps like hr service delivery workplace legal procurement as well as any custom apps you have built out on app engine so that's what you are here to do is really connect these together in new ways okay so let's go ahead and switch now to our demo and uh i will take you through uh a day in the life of joe the employee here who has a problem joe has a question and he cannot access uh adp payroll so he does a search and hopefully joe can find a knowledge article or catalog item to help him with this but in reality sometimes joe looks through his catalog and his knowledge he just can't find what he's looking for or maybe he's not really sure exactly what he's looking for and so we've given this new capability called request help and you can put this anywhere on your portal or your employee service center so joe's going to summarize this issue i can't get access to adp halo right and joe's really concerned about that so he's going to go ahead and hit submit and this is creating a universal request and right now this short description and the description fields is what we would use to categorize and route this request to the correct department hr it or one of your custom applications that you have built out on app engine for joe the employee he now lands on what we call the standard ticket page this is a simplified easier to understand ticket page for the employee that will be consistent across all service departments the first thing you'll notice is a consistent reference number that the employee will have throughout his or her experience so in this case joe will have this ticket 397 throughout this experience he also has a simplified state model that's actually mapped over to other tickets that might be associated with this uh this this this parent ticket called the universal request and so the state model is very simple for the employee to understand you'll see this change throughout the demo and finally we have a consolidated activity stream so joe knows exactly where he stands regardless of who is helping him during the process okay so now let's go ahead and switch over to our first agent and this is going to be our it routing agent this is just your traditional itil user your i.t support agent tier one who also happens to have the universal request role to be able to go in and see and work on universal requests so here's that new request that came in 397 and it says i can't get access to payroll and so at this point i'm going to do a little research as the agent and i'm going to determine that this needs to be escalated i have no idea what's going on here so i say joe i'm escalating to higher level it support okay and i'll post that comment now obviously we would expect that to show up on joe's ticket page and it does so here's joe's ticket page there's the comment from the ith all right let's go back so at this point now i'm going to go ahead and create an incident and i have the the i have the role to do this i have the itil role to create an i.t incident so i'm going to create the incident and you can start to see here the data model you can start to understand that this incident that's being created is actually part of the universal request the parent record is the universal request and the incident is going to become what we call the primary ticket on the record okay so this is what's going to drive a lot of what we see on the universal request okay so let me just quickly go and put a work note in and just say please help joe i have no idea what's going on and we'll go ahead and save that okay so now we've created our i t incident let's go ahead and switch over to our i t agent workspace take a look at our lists and we'll go to our incidents and we should have a new incident that just came in that says i can't access adp payroll and again you can see this relationship the agents can see there is a relationship with the ur but you'll notice that what really happens is the agents we're not trying to change their behavior they're still going to work on it incidents they're still going to work on hr cases or other custom tickets that you have and and that's the goal here is not to change the agent behavior or the way they work but rather to change and enhance the employee experience so at this point the the uh it agent says okay i've researched this and i'm going to say hey joe sending to hr it seems that they are blocking your account okay we're and we're going to go ahead and post that now remember i'm working on an i.t incident but if we go back to joe's ticket page you'll notice that that note comes here right this comment comes in the activity stream so uh so joe knows exactly where he stands what you'll also see here is it's the same you are right joe always sees the same ur number 397 um even though he's seeing stuff coming in from the i.t incident there are now a couple of additional fields you see displayed here this is completely optional it's a configuration you can decide if you want to show certain fields from the underlying it incident the current primary ticket on this universal request so this is optional i i think you can keep it clean or you can obviously add whatever you'd like in terms of fields there now also you'll notice that the state is in progress so even though this may be like a new state or something you know for the it incident it doesn't matter we've mapped over the state model so that for joe it's very seamless right it's still in progress since that first agent got a hold of it okay all right let's switch back over to our uh our itil user and so now the itil user is going to transfer this over to hr because clearly this is something hr is doing to block the account so i'm going to use my new transfer ui action and i'm going to transfer it to one of the different departments i could transfer to one of my departments that's kind of like a standard servicenow offering like human resources workplace services procurement or legal or we could transfer to a custom application like finance that might be built on app engine either way for today's demo we're going to go to hr and the reason we're doing that is i want to show you that you can even go all the way down to the hr service level so payroll employee relations human resources we're going to select hrit operations transfer reason is transferred without resolution because i didn't fix it and i'm going to say to the new agent please unblock joe's adp account okay that's that context we want to give okay so now i've gone ahead and created the hr i'm sorry what i've done here is i've transferred the ticket and by doing that i've automatically closed this it incident and i've opened an hr case so now we're going to go into hr agent workspace here's our hr agent let's go to our list and we'll take a look at our hr cases there's a new hr case that just came in you can see the data model correlation here with the universal request so this is now the primary ticket on that universal request because it's been transferred and what we're going to do at this point is the the hr agent is going to do a little investigation and they're going to figure out exactly what the problem is so they're going to say hey joe you didn't do your compliance training um so we locked you out uh please do this so i can restore access sending it to you now okay and then we'll go ahead and save that note now if i go back to the ticket page once again we still have the same universal request number the state is still in progress even though that hr case might be in a different state it's mapped over to that hr case here's the comment from the hr agent so again a unified activity stream so joe knows where he stands in the process and now these fields that are being shown are actually coming from the hr case so again this is optional but if you have certain fields you really want to show you can do it here okay all right great so now let's go back to our hr agent and the hr agent is going to go ahead and do something that you can do in hr which is called an hr task so we're going to go ahead and add a task for joe to complete that mandatory compliance training so i'm going to use a template for mandatory compliance training and i'll go ahead and assign this over to joe for completion okay great so now if i go back to my ticket page uh where did my ticket page go there it is okay so now i'm back at my ticket page and i'm going to go ahead and refresh this ticket page at this point because i want to show you something that's going to happen now for the first time you see something called the to do's tab all right and that today's tab wasn't there before because there's no point in showing it to an employee when there's no to do's to do so now we have a to-do that's been assigned a task that's been assigned to complete that compliance training so joe can see the compliance training and go ahead and complete the compliance training right from the same ticket and he has done his part now if i go back to the hr agent i can go ahead and at this point say okay hr task is complete i'm going to go back to this this hr case and i'm going to at this point change the state to awaiting acceptance i'm going to restore access to adp okay so i changed it to awaiting acceptance if i go back to the ticket page now what you're going to see if i refresh the page one more time is you're going to see that there's now the accept reject resolution that's on the hr case but it's showing up here on the ur the state is still awaiting response has changed for the first time to awaiting response from user and so we'll go ahead and accept that joe accepts the resolution and what that's going to do is it's actually going to automatically close the hr case as you see here and because there's that state mapping model it's also going to change it's going to close the universal request for joe okay so this is an example of how you know you have a very complex backend scenario and yet for joe it's the same reference number the same simplified state model and a consolidated activity stream okay i do want to show you one more one more thing because we get questions about this a lot and that is well what happens if it doesn't start as a universal request what happens if it starts as an incident i need to go ahead and transfer it over uh to something else the answer is you you can still do that and actually cheney will actually show you the configuration on how to do that in just a moment but for now let me show you how that might work so for it let's say that we go to our it service catalog all right so joe's in a hurry he's between meetings going from one meeting to another and he doesn't have time to look around he just creates a generic incident right this happens all the time where the employee doesn't want to search or they just don't have time and so they just submit something saying how do i order a new macbook pro and they hit submit okay now this is clearly an i.t incident that's being created but for joe the employee because we have it set up for universal request you'll notice joe actually sees the universal request instead of the it incident so you can actually set up your record producers across the board to create urs and that way employees will always have the same consistent experience and you will also be able to transfer tickets and do that cross-departmental reporting that i was talking about in the beginning okay now let's uh quickly take this scenario through so let's become our our it or sorry our itil user okay so our higher level it routing agent let me go ahead and find that one um i believe it is this one nope yes that's the right one sorry okay so this is our i t uh our itil user our high in our higher level i t agent and so let's go ahead and close our lap that last one we were working on and let's see if something new came in okay so we have a new request that just came in how do i order a macbook pro all right so i'm going to go ahead and click on that now one thing i'll also point out here that's important to note is the security model behind all this in the past we used uh separate scoped apps as our security model that's great unless you want to actually be able to work across those organizational boundaries you need a way to do that so what we realized is with universal requests because we're tying a ur to a departmental ticket like an hr case security was critical and so we have a three layered security model here that allows you to either well number one the employee can specify when they think something is sensitive number two an agent who has the right permissions can restrict or unrestrict uh tickets so that it's only visible to a certain security group and third you can automatically set up your security group so only people within a certain security role can see an incoming hr case or employee relations ticket specifically or an it incident like i have set up here okay so that's just an fyi back to our use case though joe the employee says how do i order mac a macbook pro and what we what the agent can now do is they can create a task now this is in it so this is actually a new application it's a sister application to universal request and it's called universal task all right this allows you to do basic tasking from any of your departments you can do employee tasking so in this case i'm going to use the submit catalog item task i'm going to go ahead and pick the macbook pro which is what joe is trying to order and i'll just say joe use this link to order okay and then i'll do ready for work all right and i'm all set now let's go back to joe's ticket page i'm going to go ahead and do a quick refresh on this ticket page and once again you're going to see this task tab that's now going to show up so same universal request that was originally submitted as an i.t incident and look at this here's the answer to joe's question he asked the question how do i order macbook pro the answer is joe use this link to order it and joe can go ahead and order the macbook pro right from the same ticket this is that single request experience that i referred to earlier okay all right that's uh that's the end demo of you are uh i'm sure you have questions we can answer at the end i'm gonna go ahead and turn it over to chinny now to talk about some of the configuration uh that you can do to set this up for your organization jenny please go ahead and share your screen thanks aaron i'll share my stream okay so alan has taken you through the complete end-to-end experience of universal request along with universal tasks and hr tab i'll walk you through some of the configurations that takes uh to get this seamless experience so you have something called guided setup for your department so i'll first take you through the guided setup and then get into the details of the configuration so under universal request application administration you find this guided setup for services and guided setup for universal requests so these are two set of compilations that you need to make to get you are working so i go into guided setup for services click on get started you see a lot of steps here i'll take you through a couple of steps here like creating a service page and assignment group services and state mappings and transfer computations so each step is actually descriptive you can get inside the steps and it describes each of this step and you can click on the configure links to go to the place where you can do the configurations so i'll walk you through the basic configurations the first one is you need to set up service sets so what services means is basically the departments in your organization let's say we have these departments human resources i.t department and so on in addition to that if you want to maintain one department which is exclusive for universal liquids meaning uh your tyron agents belong to that group so it is up to the implementation customer's implementation how you want to do that uh so you can have one group and in the services configuration you can add your departments and mark one of them as a universal set i'll show where it comes to play uh shortly and while i'm doing a demo so only one of these sets can be marked as a universal set so what it basically means is if the ticket is uh if an agent is transferring a ticket if he is not sure which department he has to transfer it out but definitely doesn't belong to his department he can put it into a common queue from which the routing agents would evaluate and transfer to the appropriate department that's the purpose of this flag next comes the services assignment groups so this is basically a mapping between your service your departments and their assignment groups the basic assignment mapping that you have across services now so if a ticket falls into this department then it is by default assigned to such assignment group then comes the service configuration which is which is the crux of all these you are binding with multiple departments so whenever you want to uptake ur for any of your services which are essentially the tables in your department you can do that configuration here so you mention the tables give it a service name and also i mentioned the service sector which it belongs to so this is basically registering your services that you are okay so this is these are the basic okay this also will have an assignment group at service level also you and you can have assignment groups attached to the service so when the ticket moves to the service level then this assignment group comes into play i think it gets assigned to this assignment group okay next we'll move on to the key configuration called state mapping now what state mapping means is as you have seen in alan's demo the universal request was created then an incident was created and attached to it and incident has been going through its regular flow as as part of its uh regular workflow it will move to some states but what does say what the employee was the states that employee would see are from universal request so there is a map in between the different department states which can be unique for departments and the universal request which will have a common set of states which are shown to the requester so this mapping is done in the state state mapping here so what is essentially means is let me take an example here i'll take a state of i'll take one record here which is defined on the incident table slowly okay so what it means is on the incident table if the incident state is changed to resolve i want my universal vector state to change to a waiting response in addition i can change other fields also so here i have mentioned state region should be changed to accept resolution and close node should be updated like this engine this issue is resolved by associated internet so let's see how this statement thing comes into play i'll uh go to a short demo and i'll come back to configuration again so here i'm logged in as a routing agent who is a tyrone agent for the universal request group and an employee has already logged a universal request which i can see here which i have already assigned to my queue so it is this particular url it says laptop not working and joe employee has logged it already so you have seen the demo of how employees logs uh vanilla enter mode it okay now i as a routing agent i look at this record and see okay this is this has to be worked upon by the i.t department so i will go ahead and create an incident for the i.t department to work on it so click on clear department sorry create incident and i'll update some notes what notes uh please do the neutral so this laptop is not working i'm keeping it simple for the sake of gravity so now the incident got created and i'll switch to it agent who will actually look at this incident so i'm refreshing minus and it has an increments i have 16 here and this is the incident that came in just now now this agent will talk to the requester probably he thinks the laptop needs a replacement and he needed a replacement let's assume that so what he would do is he'll first assign this incident to him and he simply wants to resolve that so let's say he he resolved this case so why i am taking the result to show this effect when my state changes to resolve what happens to universal requests as of now the universal request as of no universal lecture stays in progress state so now if i go to this incident and i go to the resolution i say it is solved permanently issued a new laptop and i say resolve so my incident is now resolved okay if you go back to the universal request here and do a refresh here so what should happen is my you know selected state reason and close note should be updated as well as the state should be updated you go and check that so it went into awaiting response state and the close notes are updated so this is where your state mapping comes into picture this is one of the key configuration as well as that i'll move on to the next configuration which is a transfer configuration so the purpose of transfer configuration is when the responsibility is moving between departments like this from universal request to one department the department agent may work on that issue and straightaway close it or he may do a partial work and he needs other department self deposits or it doesn't even belong to his department so he wants to put it out to other department so when this kind of movements happen i want to configure what have what fields on my department ticket should be updated so for example i'll again take incidents example i will have two options to do a transfer okay in the demo that you just saw i didn't use the transfer without resolution because it was not an i.t issue it was a hr issue so the agent used a transfer is no transfer without resolution and when he does that what should happen is this configuration is this transfer configuration so there are two parts to it for the transfer configuration when i transfer from my department back to the url or another department the transfer information tab will come into play and once the issue is actually finally resolved maybe through other department help or the ur agent has resolved it if the url has finally closed then also i want to update my current department status so these two tabs will do that configuration transfer is toward making an outward transfer from my department and closure information is in the reverse updates on my department so here if you look at this report for incident table for transfer without resolution case i am saying update my transfer step to resolve and update this resolve resolution code and nodes to this particular text okay and for closure case if the url gets closed later on close my ticket as well i mean change the state of my to get to closed as well and update the resolution code and nodes to this text we'll see that in action i'll go to my routing agent again and i look at my work i have a second ur that is open so this was a since uh you are logged by joe employee again so he says he is unable to log into workday and now i think it's an idea issue as a routing agent i think it's an issue so i'll go ahead and create an instant again this is very similar to the flow that allende mode but i'm going to get a shortcut okay so please check users account and i save this instant now back in the it agents queue i'll go to the nsn scripts so i have this incident here again as the itar of iit exit i look at this incident i checked the user's account and i feel it is not my issue hr is blocking the account for some reason so what i want to do is first of all i'll assign it to me and then i want to transfer this out it's not my department's work i mean there's nothing to do in my department i want to transfer it now so where do i transfer this so i know it is a and i as an agent with my knowledge i am aware that this is something hr department has to handle so i'll try and transfer to the hr department excuse me the instance is a bit slow okay so now i get the list of departments here now if you remember we talked about service sets in the beginning yes so when i started so those services will be displayed here we can see the departments that we configured for your universal request and there was the last department which we flagged it as a universal department so if i say i am not sure i can transfer to the universal request if i select the department i can actually transfer directly to the particular department so let me select hr in this case and i said transfer reason as a transfer without reason which is going to trigger my transfer configuration when i say hrs account is blocked by hr let's check and i say transfer now let's see what happened as per our transfer compilation my transfer state should be resolved and my resolution code and resolution nodes should be updated let's look at if that happened let me replace this in okay so my state has changed the result and i'll have the resolution nodes see the code is not solved and the resolution node says whatever i put in the configuration okay so this is the one one part of the transfer configuration when i did an outward transfer next we'll look at how the closure information will come into play and what i did i transferred it to the hr department so let me go here and refresh hr agent's workspace okay i have this new case here let me just double check so this is my hr ticker that got created i'm there and this is my hr case so here i will look at this employees account and i see he has not completed some timing so i will create some task and ask him to complete he is finished now what i would do is i'll close this hr case i initially first start working on it and actually i'll update the agent has update the comments like sorry the employee has completed as from twitter training and account is unblocked so i'm actually done with my work and i would close this ticket so my hr ticket also got closed back in the ur for the ur agent if you look at this qr so it has moved into averaging response state which was again a transfer compilation of a certificate now i can actually uh close this ticket as a you are agent i'm going to go ahead and closing this ticket just to trigger the transfer action okay my state is closed now if you look at the incident which we looked for in the beginning so the incident also got closed and if you see the resolution nodes were updated flow state of universal liquid has given this instant approach this was coming from here so the cycle is complete so those are two key configurations statement opening and transfer configuration it's the third one that ellen was mentioning he has he uh he showed a demo where the employee has actually gone to service catalog selected a create instant record producer and created an incident which instead created a ui so let's see how that happened so i go to record producers i'll select the create incident record producer and inside the record producer when ur is installed you'll start seeing a new tab called universal request config under this tab if you select this create universal request checkbox whenever this record producer is used it automatically creates a universal request as well so that all your uh record producers are also covered under universal segments okay that's one i'll move to one more interesting configuration so the view the unified ticket view of the requester let's say i'm opening one of my ur which i created okay so if you see here this is the unified view for all the universal requests whatever department is currently working on that for example if you see this uh yellow syllabus actually initially it was created for writer department its did not post anything but it was then transferred to hr then the azure agent has actually completed it so there's an activity stream here then there are attachments here and here you are seeing some text from that coming from the hr case so the way this page is structured is the top part uh on the very top you have the ur number here and this fields are about the url your status and its current state and all the next this header part will be coming from the current department because so universal records can have one uh current one department ticket which is current so initially for this for example we had a uh incident first then it was closed and the hr case was created now currently hr is the last primary ticket for it okay so this header path will be coming from the primary ticket let's see how this configuration is made the whole page is called the standard ticket so this configuration is done for each table under the standard ticket configuration menu so let's say i'm typing snh or core case which is my hr case i'll open this so if you look at this configuration i have an info region which says show description then there are no variables and yes i'm seeing the description here then uh i have not selected any info fields so there are no fails and in the action region which i can select one widget which is saying hr space uh static reactions which are this one the accept resolution button that you are seeing here is coming from this hr widget okay you can add additional parameters in addition we have these tabs here configured activity attachments and addition details which are of different types like one is the activity stream the other one lists attachments and the other one is a variable summarizer which will show if you have any variables on your record so as of now we don't have any variables here so there is no third tab you see the activity and attachments tab similarly we'll look at incident also so up not working is was actually what is an incident so when the primary kit was incident the ui looks a bit different because it is coming from incidence configuration let's go to incident configuration and pick it here you see in the info region some fields are selected already agency cmdbc assigned register so if you see folder id agency and cmdb was empty so it is not shown then assigned and it has activity and attachment tabs like the hr ticket so those tabs are coming from here so this is standard ticket configuration suppose if you depart if your department is having any other ticket page instead of standard ticket page for ur for using your you have to manually move to statistical configuration and in case you have an older ticket page in use you can define page note mapping which will direct your old page uh false to the old page to the new standard ticket page so you can define its route mapping here i'll show you some examples so let's see standard pickup so these are some of the examples that we already have here so this is for the incident earlier it was using a ticket page now it's routed to standard ticket page similarly hrsp ticket was under use earlier now it's routing to stand ticket page all the references to these older pages will now direct to the new one yeah and the reason this last configuration the reason this last configuration is important that chin is showing you is we really think this can benefit all customers immediately so even if you haven't yet implemented universal requests the standard ticket page is something you can take advantage of to provide just a better ticket page experience an enhanced ticket page experience to your employees so just keep in mind that this one is available to everybody as of paris okay yes this is already shipped in paris so all this information that i talked about now is available under guided setup for urn services including your standard ticket and payload map and everything so yeah you can see the steps here so it's mentioned you can set the page route maps here and for the services you can go and configure the uh standard ticket so this would be a very good point for starting the configuration the steps are laid out in a sequence and you can go through them and onboard any or any new department to use university test so that's all i have for configuration again okay so i think we're going to be uh moving over to q a now is that correct allison are we going to do the poll first you have you allison you're mute thank you that's correct yes let's move over to q a for a couple of moments so i can re-share my screen um i've been keeping tabs it looks like debijit has done an awesome job of keeping pace and answering questions in written format but i think what we can do right now alan is just spot pick a couple of them to talk through live so the first one i think we should talk through allen is what servicenow license is required to leverage universal request sure i'll oh i should go back on video um i will take that one so universal request is actually packaged with the other products that you already licensed so for example the base features you saw today like transferring between departments the security model those are things that are available through hr standard hrsd standard itsm standard app engine standard so they're they're bundled into those those other capabilities if you go with any of the premium features the more the things like you know va uh predictive intelligence um performance analytics uh that that uh machine learning which is you know predictive intelligence the machine learning you saw for routing between departments and getting a ticket to the right department you know from the natural language request all those are considered premium features so they would be bundled with our pro capabilities so itsm pro hr service delivery pro they do come standard and things like workplace services legal and then um also app engine pro so that's that's generally how our licensing works is these features come with the appropriate level of each of our other products great thank you so looking through the chat another thing i think we should talk about um so i'll read the question aloud so everyone knows the question i'm referring to so how is this different from service desk as a single point of contact and routing tickets to different groups or department teams what was the point in creating a separate module for universal request is to be able to do that same thing across the entire enterprise so across separate scoped apps and separate departments great thank you and one thing i would pick up on on that question too i know previously customers had kind of issues when they maybe had an hr case versus nit incident and they didn't have that universal record to kind of seamlessly transfer that across the enterprise so just wanted to highlight that question as an important one um i think we've also gotten some questions around domain separation although it looks like dabba jeep is keeping up with those um yeah but i would yeah i just want to take this with the chinese this is this is a question where chine the question is around they have single instance four domains are supported by the same id team the question is can it agents change the domain while on workspace similar to the domain picker uh so can you repeat that again uh what is the configuration the quest the thing is the customer is on has four domains and all the four domains are supported within the same uh id and everything is on one side right basically just multiple services multiple services within the same department right and can it agents change the domain while they work on workspace similar to the domain picker so there's no provision as of today that we're offering uh to change the domain as such no but but if that is something if that's a use case that you'd like to talk to us about we would be interested in speaking with you about that i want to learn more about that use case yep great listen there's one more question from youtube in the beginning i probably did not get the context and the question was within hr if you have some task to fill the details on case form without giving manager the entire case access what is the best way to do it and probably i'll probably require a little bit more detail on that question it's not very clear to me as to what exactly is the ask for i was looking at that question as well and it looks like it came in from youtube so we might have to have that user specify a little bit more detail but alan did you have thoughts on how to maybe answer that i was going to suggest we take that one offline because it's probably going to require some more discussion uh so if that user could let us know um i know i don't know how it comes across but if we can figure out who that is we can connect with them great um hey allison there there was a question that came in around interaction records i do want to cover that one because even if it wasn't asked by multiple people and i know debian tried to answer you know in writing which is hard to do because there's a lot to discuss there i did want to take a shot at this one because i think it's really important and most customers do ask us about this they say what is the difference between interaction records and universal requests the first thing i will say is because we didn't have universal requests a few customers we've talked to did try to do the same kind of things with interaction records didn't work out so well interaction records was not designed for that interaction records was designed for one purpose and one purpose only and that is to take notes on an interaction via phone or via live chat to take notes and make a key decision is this an existing request that's already there that i should associate this to or go work on or is this a new request that um that needs uh to be created that is the only purpose of an interaction record it has no other purpose whatsoever so uh if you try to use it like universal request you're gonna have problems with reporting and other things because it's not a true you know task type it doesn't it's not a parent record that sits on top of these other records there's a lot of intentional architecture built into universal requests so what universal requests would be used for is when you want an actual record created right you have a new record it's a request that just came in through whatever departments or whatever channel and you want it to be a record that can be transferred it can be reported on it can be shown to the employee in this seamless you know single ticket experience that we talked about today right that's when you would use universal requests interaction would be used to maybe get to a universe request or to get to an itn center hr case it's really just that initial phone interaction that initial you know um live chat and then you make a decision and say okay yeah this is an existing issue or let me go create an hr case it incident or even a universal request potentially if you're not sure which department to send it over to so there is a big difference between the two i hope that answers your question great that was a good one to talk about live um another one alan that just came in recently i believe is around restriction and security so i'll read you the question aloud if an employee is asking you to keep the request confidential can we configure the restriction across all the departments especially when you are transferring from one department to another department instead of asking the fulfiller or agent to make this decision they have a second question i can read this again but it says can collaborators or watch list users transfer from one ticket to another hr case or vice versa do you want to take both of those sure sure um the first question uh you can configure restrictions at the service level we introduce that as part of rome right so you can actually say that okay for this service whatever request has been filed it is always going to be restricted and that applies to services like employer relations right where you know that this case those kind of cases are always going to be restricted and you don't want people like other agents to see it so right so you so you can apply restriction at the service level when i say service it's the service configuration level that cheney was walking us through during his demo that's one uh collaborators and watchlit users are not transferred right so what is transferred right now is the short description description your if you choose the comments and the attachments will get transferred but nothing beyond that awesome thank you jeet um another question just came in via youtube around um interactions so the question is whether interactions will be deprecated in the future no because there's absolutely a need for that interaction right you don't want to create duplicate records if you had to create a universal request every time someone called you you'd have you know five duplicates for the same request interaction is there to make that key decision is this an existing request or do i want to create a new request so you would not want to use universal request to replace interaction records nor would you want to use interaction records to replace universal requests great thank you and i believe we're caught up at this moment with q a so what i'm gonna do is give the audience a couple more moments to think through other questions you might have um and i also wanted to talk through a couple of additional items so one i wanted to point out that as part of our knowledge 21 conference this year we do have a lab specifically dedicated to universal request that was run so i have the information here on the session title and number we can also post this back to the event page so this is one good resource if you're interested in learning more about universal request the other thing i wanted to do is launch a poll so if you're in zoom you should see that pop up in a moment we're curious to hear from the audience on whether you'd be interested in a second deeper dive session on how to fully configure and implement universal requests we got through a lot today but there's a lot more to talk about so we'd like to gauge interest there and i'm seeing the poll results come in live right now it looks like the answer is absolutely yes it looks like a majority of the group is indicating that would be helpful which is great so we can work on getting that scheduled and communicating that out and in the meantime it looks like we did get another question in the q a panel so i'll read that aloud i'd like to use universal requests for just hr so the employee has one request experience but it only goes to hr is that an option uh yeah it's an option uh it doesn't have as much utility but if you're if you're building a foundation uh in hr and maybe it might expand over time then you know it certainly couldn't hurt at devajit would you do do you disagree with that or do you feel that that's an appropriate answer um no i think i agree with that there is nothing stopping us from doing that but the utility as allen said is actually when you have multiple departments who want to collaborate with each other that's where the real power of your comes into picture yeah and again if you're trying to just get that nicer ticket page experience you can do that through page route mapping without installing universal requests so just keep that in mind if you're an hr only customer and you just want the enhanced ticket page experience um it's okay just to do the page route mapping configuration uh without installing or doing anything else with vr so keep that in mind as well yeah jenny you want to take the next question maybe yeah so the question is what is the difference between plugins universal request and universal request pro so universal request contains two plugins which is the core functionality of universal risks and the basic reporting and universal liquidus pro contains the additional premium features like va awa machine learning so aws advanced work assignments and the performance analytics reporting for universal lectures great so it looks like at this moment we are currently caught up with questions we'll give it another moment or two while we're doing that alan or others are there other questions that come up frequently that you'd like to just talk about with the group uh yes but i want to put in a quick a quick plug here for something uh you know i i wanted to let all of all the other folks on the phone who joined us know uh if you are actively implementing universal requests right now we may not know that uh and as a product team we'd like to reach out to you connect with you on how that's going learn from your experience and bring that back in those insights back into the product roadmap so if you are a customer who is actively going through implementation right now or planning to in the next you know three months uh please let me know and reach out feel free to reach out to me directly my my name is spelled as it is on zoom here and it's alan.sable at servicenow.com so alan.sable at servicenow.com as spelled on the screen that you see here on the zoom so uh please please feel free to reach out to me if in fact you are already in implementation process or plan to be be in process uh in the next three months so we can partner up on that and help build out the roadmap for the future great thanks alan oh we got one more question yeah okay is there a uc sla for uc request how easy is it going to be for service manager to monitor and improve overall operations because there are so many departments involved other service managers as well we also need to have a single similar similar sorry universal experience for our service managers in the platform ui in the platform okay so so first of all everything we showed uh today uh in asian workspace is available in platform ui so i did want to clarify that as well we just chose this demo in an agent workspace because everybody always asks us to so uh do you have any thoughts on um on the sla question um yeah so sla management is available at the ur level so you can set up sms uh for ur and really measure end-to-end uh resolution time right so that's that's another advantage of you are whereby once you start an sla at the ui level you can keep that open until the ur gets closed right so even if the ticket would have jumped multiple departments you are now getting a collated view of how long that you can actually took to resolve now um that that's available at the ui level and we have shipped this out of the box also so that you can use those slash right the moment you kind of start the ticket you can you sort of like create the request the the response assembly starts and then there are olas also that we are tracking which basically captures the time required to transfer the ticket from one department to the other or from universal requests to other departments so those are all available out of the box uh in terms of really syncing the universe you are sla with the department sls that's something i think we probably would leave that out to the customers to figure out because there are slas that are you know relevant for hr there are different assets which are going to deliver for incident and how do you combine that into one kind of flow is something that probably will be more of a process kind of a question than than the product can solve but yes sls can be set up at the ur level and you can track the endpoint sls or you are um i i do want to i i have one minute left so i do want to mention one other important thing on roadmap so so that everyone's aware we also had a significant investment in in rome as well and continuing to enhance universal requests one of the most important enhancements there is the ability for that universe request remember that request help form that the employee filled out you actually now have the ability to dir as of rome to you'll be able to directly send that straight into a department ticket instead of going to a universal request first so i want you to know that that's coming and be aware of that because that will continue to optimize the flow i think a bit uh there's also some additional enhancements we're doing around ritms request items and the integration there between universal requests that's in the in the quebec releases sorry the uh rome release as well uh and and then thinking even longer term the one thing i'd also mention is if you get into you are now a lot of the investment we're making in the future is really around ai enablement of uh process automation and uh routing automation into the right fulfillment process so with ur we said we're going to get it routed to the right department the next thing we're working on is figuring out how do we get it routed into the right fulfillment process how do we get self-service and deliver that through the channel that makes the most sense to the employees how do we get that self-service delivered to them uh and so that's something that that we are uh continuing to invest in so that this becomes the foundation universal request becomes a foundation of a lot of other work that's going on and with that allison thank you i was just gonna say it looks like we are right at time this was like clockwork and i believe we are now caught up with all of our questions so as a follow-up to the poll that we ran we will be running another session so stay tuned for more information on that we'll post that back out to our community page and thank you to everyone who join live the recording will be posted back out on community soon so thank you everyone thank you thank you everyone