[Music] [Music] [Music] you [Music] [Music] [Music] [Applause] [Music] all right hello everyone welcome to our april hr service delivery academy session on the topic of hr agent workspace we have a lot of experts on the line today from both our product and engineering team and we are looking forward to today's session so hello from not only me i'm allison on the left but from the entire team in terms of what we're going to cover today we will start by using some slides to ground everyone on some of the basics of hr agent workspace then we'll really spend most of our time on live demo and configuration uh followed by some time for us to actually share our top most frequently asked questions and some recommended resources for you to review after our session and two quick housekeeping notes before we officially dive in so we have a lot to talk about today we will be taking questions but we'll be looking at those in the q a window and we likely won't really have time to come off and verbally talk about those today but again we'll be taking questions they'll just be in that q a panel on zoom and another call-out is that the topics of advanced work assignment and agent chat are two topics that go hand-in-hand with workspace and we will touch on these kind of in passing today but again because we have a lot to talk about in only 60 minutes our main focus will really be the core components of workspace itself and depending on interest we might actually schedule a separate academy session specifically focused on awa and agent chat all right um so now on to our overview and for this i always like to start by covering availability and licensing those are always top questions um so first hr agent workspace first became generally available in our paris family release and it is included in the hr service delivery standard package um i'll also mention though that there is an element called playbook which we'll cover a little bit later if you're not familiar with what that is once we get to the demo and that specifically requires professional so once we get to the demo you'll actually be able to see how that kind of ties in with lifecycle events um next what exactly is hr agent workspace if you're not already familiar so uh hr agent workspace is really a purpose-built command center for hr professionals or hr agents and it really provides them with that single place to track cases and things like slas and team progress and it's also designed to drive productivity so it provides a tabbed modular experience so agents can multitask and really get work done in a way that makes sense for them and their specific tasks at hand so it's the opposite of a one-size-fits-all model and it's also backed by direct shadowing and research so the servicenow team and specifically i'll give call outs to ryan and marcel who you'll hear from a little bit later they actually shadowed hr agents from multiple customers and when i say multiple customers those customers were across multiple geographies they weren't just in the us they were global and also most uh multiple industries so they got a really good kind of observation of how agents were working um and what tasks they were completing and their kind of click paths uh next this is essentially a blueprint of the basic click path for workspace so there is a left menu that agents can use to click directly into their home or their landing page a list view or their inbox and landing page really helps pinpoint where there should be focus list of course that shows all records in a list view an inbox is really where assigned work items appear for agents and so from any of these agents would ultimately end up within a record view which is what we see on the right of the slide and now what i want to do i've created kind of a map of the record view and workspace that i would like to walk the group through just to ground you on all of the components on this page and what we'll do when we get to the demo portion is kind of walk through this live but this is just to ground you on some of the basic elements so first in the top right we have a couple of things we have global search so that is the magnifying glass icon we have the notification center that is the bell icon and then we have the user menu so in terms of what you can actually do in the user menu if you are an agent you can adjust things like display preferences and if you're an admin this is actually your starting point for how you can get in to actually start to configure workspace so again once we get to the demo we'll actually show what that looks like from that admin persona of configuration next across the top we have tabs so this is what allows agents to access multiple records um and it's really what enables that multi-tasking use case that i talked about earlier then we have the form header so this really gives an overview of some of the elements of the record so what we're looking at here is short description hr service and subject person and of course this is configurable but that's what we're seeing right now then over to the right we have ui actions so many of you on the line might be familiar with ui actions as kind of your buttons that you have across the top of a form so you can see here that the two ui actions we see in button format are save and cancel and of course that depends on you know what state this record is in you know to see which buttons are available at this current time um the other thing i'll mention is next to save and cancel we see that spillover menu or those three dots and if you click into that you can see additional ui actions that are available from that menu and if you are an admin you of course have the ability to determine which ui actions should appear as buttons versus menu items then we have the related items menu bar so this is where you can access your related lists or your related items like playbook um then we have the form itself so this is where you can see you know detailed information about your record so you'll see a lot of familiar fields that you're used to seeing today as you work on an hr case then we have the activity stream so this is where you can access your comments and your work notes and your activity or history for the case that you're working on and then over to the right we have the contextual sidebar so this is probably my personal favorite part about workspace this actually provides agents with context as they're working their case to help them solve the topic at hand so agents have a lot of resources over within this contextual sidebar one of those resources is called agent assist and one of the things that agent assist can do is it will essentially give them search results based on the short description of a case and agents can also perform searches against the knowledge base here as well agents may also access things like attachments response templates and fulfillment instructions over from that sidebar as well so a lot of goodness baked into that sidebar and then across the bottom agents also have the ability to toggle and hide or show their form or activity stream depending on their preference and what they are working on um so that was it for the very quick kind of drive-by map overview of uh workspace now what i'm gonna do is i'm going to actually pass it over to ryan and he is going to walk us through a live tour of workspace and then we'll talk more about configuration hello everyone all right i'm gonna go ahead and share my screen all right so let's get started so um ryan cooley uh product manager at eight uh in hr here really excited to take you through workspace today and we're gonna cover a lot um and to get started as allison mentioned i'm gonna do a quick tour just so that we kind of touch on all these different modules um and kind of start from that shared understanding of the different features and different locations and then we'll dive back into this guided setup and all the different configuration items and we'll touch on how um you should get started and the kind of the big pieces so let's go ahead and um swap over to our agent so i'm going to be transitioning between two personas today one is my admin which is going to be here in ui16 and then i'm going to be swapping over to our agent um roger who is in workspace all right so to get started here in the in the l1 we have our module our three modules just as um allison indicated we have our landing page which is where we get started this is the out of the box hr agent landing page so we have a couple different things going on here um on a high level the purpose of this page is really to give the agent everything they need in order to start work right so this is where they know where to start what to drill into what's important and even contextual information so we have single scores time series for cases um and these are all reports that can be modified and we'll talk about that configuration in a minute but this is the out of the box landing page one important thing to call out here is these three widgets at the bottom are powered by content delivery so in we can use content delivery to target content to agents in the same way we target content to employees so if there's an important maybe policy change or an announcement that agents in a specific group or role um geographic location need to know um you can provide that um content to them right in their landing page in workspace um before they get started in their day so this is the landing page we'll go into the details of how we configure this a little bit later but for now we'll just kind of continue on we have the list module so this should be pretty um familiar listing workspace aren't too different there are two different kinds of lists though one is the admin configure list and we're going to talk about these in the configuration portion we have list categories and then we have individual lists within those categories and these are all um able to be targeted to specific groups or roles so when you think about configuring your workspace you want to create the lists that make sense for a given type of agent like tier one or tier two or any other agents in a specific coe and you make sure to assign those lists to that group so that they have them out of the box these are the lists that i as roger have access to um one important thing you can't shoot yourself in the foot with that configuration if the agent if you uh let's say like employee relations here if you give accidentally give access to that group or assign that list to the wrong group if they don't have access to underlying records they won't see anything in that list all right so that's the list um i will call out this other section here my list which is the agent specific list um so again these are lists configured by the admin these are lists that the individual agent would create for their own purposes and so if we go into this really quickly i just want to show you what that experience looks like there's really two ways to create new lists one is to start from existing which we feel like um is going to be by far the common case and this scenario that most agents are going to find themselves in because if we have all you know by default if i have all the different types of lists um in my list category then most of the time i'm really going to want to be creating versions of those existing lists you can see here i have all of my lists that i have that i have available to me so if i um grab one of those existing lists i can see i can change all the columns i can add filters i can change those filters you know make this a completely different list and then create it and now i would have you know a new list just for myself that i could manage um the other type of list creation is to create your own this gets a little more technical because you have to specify the data source right so this is going to require the agent to specify what table they're looking for most of our agents aren't that technical so that's a little more challenging so we really think we want to you know you can actually turn this tab off if you if you want to um again it doesn't allow them to access anything that they don't have access to but for the most part we see our agents using the start from existing to create the case or the list that they need all right moving on from lists we're going to touch on the inbox so you'll notice and not really here i'll get rid of that so we can just look at the the inbox is just this section right here this is where um we're going to set our presence and advanced work assignment is going to be delivering work items to us just like in that screenshot marcel showed so if i have new cases that are going to show up for me uh could be a phone call coming in through a cti it could be a chat coming in um any of those kinds of things those are going to show up here those cards i can choose to accept or reject those work items and then i would show up here in my in my record page that's the inbox all right so what we're going to do is we're just going to dive in so marcel or allison did a great job of covering really the majority of what's going on here on the record page so i won't dive into that too much more but what i do want to cover is the tabbed architecture it's it is it is actually two levels so here you can see we have the landing page and two cases open and then additionally we also have child tabs so within a work item as i continue to open up related records those different records will continue to open up as child tabs so i have the ability to continue to open up more and more records and since i'm working on this case everything else is going to open up in as a child tab of that work item right so if i go back to this case we don't see those it's really a oops i opened the same case the same tab twice but there you would see um this is a separate work item and it has different child tabs based on the types of records that i've been opening up all right um another thing to call out here is the uh the form also has sections in it so we talked about how this will be the form view that you configure we also have our form sections here with form navigation so this will allow if you have many form sections this allows the agent to navigate down to the particular form section these sections are also collapsible so you can see here i have these two different sections i can collapse them if i want um that's yeah pretty don't only have two sections in this example so it's not too deep um the activity stream also has a couple different configurations i want to touch on we also have this that we have a couple different options for either stacking or having side by side in oh here you go back to this activity stream yeah and um so if you want to have both the work notes and comments visible you can do that from the the settings menu here the contextual sidebar has a number of different components in it um we have an at a glance panel it's going to give you contextual information about the user we have agent assist which is going to give you information about the related records which is namely knowledge articles based on the kind of service you're looking at and you have the ability to dive into those knowledge articles you can attach them to this particular case you can even manage if you have the appropriate permissions you have the ability to manage knowledge so you can dive in and edit this record so here we're in the we're now in the edit view so we can go and edit this and modify this knowledge article if we wanted to so i'll pop back out and um so besides knowledge we also have employee documents so if i have employee documents on this case i would see those here i don't think i have any on this case but um attachments so attachments on this particular record response templates let me go back to this case and get rid of that guy and we'll go back to response templates there we go so here we're going to see our response templates that we have configured for this type of service this is one of the configurations we're going to touch on this when we hit the configuration in just a moment but this is one of those general hr configurations so i can figure my response templates once and then they show up in both my platform ui and workspace so here i'm seeing the response templates that have been configured for this type of service and i'm seeing the variables all resolved like the subject person the case the agent's name stuff like that and then last but not least we have fulfillment instructions so we have three different content types of instructions that we can provide to the agent um to let them know how we want them to resolve this type of record we have textual content we have knowledge and then we also have checklists all right i think that's about it a one last thing for the tour just going to touch on the playbook really quickly so for a life cycle event case so this is something that's going to be specific to customers who have enterprise are using lifecycle events but life cycle events have a different view in workspace now the standard view is still available just like you've been seeing with everything else we can still click details here we can still see our form we can still see our activity stream just like we would normally but we also have the ability to see the playbook which is going to give agents a single pane of glass into all the different types of tasks cases that are going on as part of this very you know complex probably life cycle event case and we can drill into all those different records we can see who's assigned we can see important statuses like the sla being breached we can dive into the activity stream for one of those pieces and see what's going on we can work on it and do the checklist so there's lots of configuration here that we're i'm going to touch on but the uh just wanted to kind of show you here that the playbook for lifecycle event cases um is is in workspace all right that is the tour so now let's talk about how we get into the configuration so the first thing as we go back um to our admin persona is really going to be guided setup guided setup is the is the starting place um because it's really the catalog of all the different things you're going to want to touch on when you start thinking about your workspace and how you want to configure it now it's really important to remember that some of these items are workspace specific configurations and some of them are just general hr configurations so what i'd like to do is i'm going to just kind of go through this list and talk about really briefly what these things are um so we have some context and then we're going to jump into the big ones and we're actually going to configure and change some stuff and we'll show some examples so branding and theming um pretty straightforward pretty simple um really allows you to change the the color tone and the logo that's that's pretty much it for right now um tab settings tab settings are actually going to give you the ability to change how these menus open so we'll talk about case creation interaction creation briefly um but the it gives you access into what happens when you click this add menu lists so those are those different list configurations we talked about and we're going to go back to this to compare a couple of lists but it gives you the categories and the individual lists and allows you to target those forms this one's going to be really important because workspace has its own form view right so the existing form you you have from ui16 you're going to need to either duplicate that or you're going to change it if you have new requirements um because workspace again has its own form views so when you install the plugin and you go to workspace you're not going to see your form view right away until you make those changes so that's that's important same thing with gui actions ui workspace has its own ui action um view oops let's get rid of that guy while you're going through this um this is marcel colleague of ryan so one thing to note too and i see a lot of questions coming in from the audience around this is when you're configuring workspace one thing to keep in mind is it's not going to be an exact one-to-one mapping from what you have set up in your user experience today on the case form so it's a great opportunity as we're going through this guided setup and some of the configuration to really think about do we want to carry over the same processes do we want to make any changes and do we want to rethink how we're we're delivering um the agent experience essentially so i would say that's one thing to keep in mind is ryan's going through the guided setup great call out yeah absolutely i think when you're going through this process and you're creating these new views and new actions it's just it's a great opportunity to rethink there's probably some legacy stuff that's been hanging around that you really don't want to bring into your workspace in general workspace is supposed to be more platform is great because it's very flexible and it has everything for every persona right workspace is a persona specific interface it's really meant for the individual agent and so you can take a lot of that extra stuff out and you can think about providing the right tools for the job and nothing else so it's just a great opportunity to kind of rethink what you have um and instead of just kind of doing a lift and just trying to shift everything over um just a great call out myself all right um so we talked about forms we have some additional form configuration like you actions we're going to touch on those and we're going to show the configuration here um response templates so we so here we have a couple general hr so these are important because you want to have these configured because they're important for workspace but many of you will already have these configured these configurations will persist and be available in uh in workspace so my response templates as i talked about those are just going to show up if i open that kind of service and i already have response templates configured for that service those response temps are just going to show up in workspace without me having to do anything same thing with the film instruction the film structure is going to show up in workspace in the contextual sidebar um case creation is exactly the same we have a case creation configuration that shows you know what kinds of fields do i want to have to do uh to verify um these employees and what kinds of fields i want to have for case specific you know information that i collect before i create my pieces all of that the view um and the layout those are all uh this is one configuration that's available in both interfaces so that will be nice for everyone uh search so we have search sources that's one thing i didn't uh dive into which i'll just touch on real quickly here is that in workspace we have global search so if i kind of pop in here there's a number of different things we can use global search for so if i search for something like tuition reimbursement what global search is going to do is it's going to query all of the search sources that i've given this agent access to and that i've configured for my workspace so tuition reimbursement is clearing these two different search sources specifically hr cases with a hr service of tuition reimbursement and knowledge articles for tuition reimbursement same thing if we change this to a user i'm going to get the hr so now we're getting one more so we're seeing hr profiles of the user i searched for which we could then open up if we wanted and then we have cases for that user and tasks assigned to that user all right just wanted to touch on global search so let me go back here so i'll close out of that and go back to search so we see here those search sources that's where search really touches on two different places mainly it's really global search and then agent assist which again is searching for contextual records for um the record you're on which you go back here and pop in that's what we're looking at right here which is a out of the box this is just searching for knowledge but you could use this feature to search for other records if you wanted to okay going back workspace notifications um we'll touch on that really quickly so this is workspace notifications work exactly like platform notifications it's the same core feature you're just going to configure these notifications for workspace so if we go back here to our workspace we have a notification center here where we're going to get our notifications um we'll get notified of new notifications and then we can choose to close these out and if we want all right going back advanced work assignment so allison touched on this this is a big part of workspace because it changes the model about how we deliver work items to agents right so we're no longer pulling work or pushing work to the best agent suited for the that work item based on their availability their skills their capacity um just it takes a lot of that triage and routing workout so we'll touch on this if we have time but this is a big topic so we probably won't get too deep into it same thing with chat big topic we have a new agent chat feature that's in workspace won't go into that today open frame is our cti integration so if you have a cti integration we can pull in calls deliver those calls directly to agents in the workspace and then lastly the landing page so i know that was a lot what we're going to do now is we're actually going to dive into some of these areas individually and talk about how you might configure them so to get started what i'm going to do is i'm going to start with the landing page because this is a this is kind of like where everyone wants to get started in their landing page just for a reminder we're going to flip back here and ryan as you're pulling that up the landing page is one of those areas where um we're getting a ton of questions around how how much can these be personalized can we personalize these by agent groups or coes and and a fun fact as part of our research agents definitely communicated maybe the agent sitting in the tier 1 seat said i need specific information for the role that that i do on a daily basis and i need a certain look and feel and then the tier two or the specialist agent said yeah i mainly deal with escalations so my experience i believe should be different and so that's where the landing page really comes in and you can you know work to configure that specific agent group or personas in your organization absolutely great call out so one of just the big changes is we're taking agents from having to navigate through multiple dashboards to really having one single pane of glass for the information they need to know before they dive into work right so the intention here we create one landing page that makes sense for that type of agent and then we target it to them so we can really configure as many landing pages as we want and then those individual agents get the landing page that makes sense for them awesome um so as we dive in so we can see here once so i search for landing we have a couple different modules that we're going to touch on if i go back to landing pages here we're going to see all the different landing pages that i have configured or out of the box so if i dive into our first landing page what we're really going to want to do is we're going to want to open this up in ui builders because it's easier to kind of see what this is and and dive into the configuration so as we start to look at these landing pages there's really in in quebec and in paris there's really two types of landing pages that that we're going to want to pay attention to one is the landing page that you've been looking at um which is this version so now that it's open in ui builder we can see which version that we're looking at out of the box these are all read only so in order to modify them you're going to want to go up to this menu and you're going to create a copy we also so within this type of landing page which is the hr specific landing page we have one that has content delivery which again is these three components here that are powered by content delivery um which is part of the pro sku but if you don't have that you can always get the version without content delivery which just removes those three components so exact same it just doesn't have those three components so that's the version that you'll have access to so one important thing to call here is that we have this this is the out of the box hr agent landing page and then we also have one that uses just the out of the box uib components so if we go i've made a copy here if you go to in your instance it'll be this hr landing page enterprise if you want the one with content delivery um it just it looks like this and it looks like this because it's using just the out of the box so there's two modules here in the l1 one is the pages all your landing pages and the second one is your components so these are the out of the box components in uib and that's what was your cons we constructed this version of the landing page with so those two types are important because this type of landing page is really fully customizable and you can add all these components as much as you want the the hr specific version has components in it that cannot be added through uib so if we go back here to our content delivery page i'll show you what i mean so let's say that we really like the look so so what we've done here is in order to make this landing page again a little bit more advanced right and so uib is new and so we don't have a lot of out-of-the-box implements right now those are continuing we have more and more being built every single release but in order to deliver the experience that we really want to deliver with landing page what we've done is we've created um components that just weren't uib compatible yet this is being addressed in a in a future release but for right now in if you're doing this in paris and you go back um what you'll want to do is take this landing page and i'll show you what you can do with it we'll go to create our copy so this one might be for like let's say we're going to create a tier 2 hr landing page we want to take the read only out and we'll just do default so that we can modify as much as we want so we have our new landing page here and so i still have the abilities even though these particular components are not fully uib compatible i still have the ability to edit them so i can change the reports that they are hooked up to so i could like dive into this particular report i could or this particular single score i could choose to change um the report to something else um if if i want i could select a different report and that would change um what's showing up here what i can't do is i can't add additional instances of this widget to the landing page i can't create another um this is called actually called a carousel i can't add another carousel i can't add another donut chart those are um you kind of what you see is what you get for those individual components but what i can do is i still have the ability to add a dish so i can remove i can i can take them off the page if i don't want them i can change the data source i can change the titles what i um what and what i can do is i can still add additional components to the page um however they're going to be the they're not going to be this they're not going to look exactly like this because they're the core uib version so let's show you an example so let's say i want to think this is all great we want to keep it um as it is but we want to add a couple more things so let's take one of our components here and we're going to drag it to a particular page space on this page so here we have a new data visualization component we actually have to hook it up to something right so um we'll just say actually we'll just keep that title um we'll hook it up to a data source so here we're just looking for what kind of data we want we'll just use hr case because that's nice and easy um and then we can really select anything here so we can do like you know assigned to is roger who's our agent who has lots of cases in this instance and you cannot you can sit here and you can you know uh run your filter uh see if what the data is okay great i have this is the right filter it's giving me what i want but you can you can make these conditions as complex um as you want but what i want to show you is so i'm going to add the data source just so we get some data here okay so we got 44 cases for roger um and then what you can do here so right now we're seeing uh that this is just giving a 44 because it's the single score visualization type so this sidebar is going to give you all the options to start looking at okay how do i want to visualize this piece of data so here we're going to see all of those different visualization types so you pick the one that makes sense for you so here we can select like maybe a time series is really more applicable um in this instance roger has had 44 cases since the beginning of time so it's not a very interesting time series but if i wanted to track like how has my case slow been changing over you know such and such time i could i could do that um really there's a ton of options when we start like to look to how do i want to visualize the this type of data what do i what am i trying to accomplish with it and you can again you can add as many of these as you want um remember to save uh this page and you'll and by default all these pages that you work on are inactive so you'll want to make them active as well but as you go through the process of updating your your page um think about what kind of agent you're targeting what information do they really need and then build the landing page um that makes sense for them and then you can create a copy of that and maybe do a slightly different one for an agent you know for a tier one versus a tier two versus maybe an agent in a coe doing maybe a very specific type of case like uh onboarding or employee relations all of these different types of agents with specific needs can have their own landing pages if you want they can all have one landing page if you want to if you just want to keep it super simple so really you have a lot of different options when it comes to what kind of landing page you want and what data you want to have on it so those are the i really want to cover those two types the um the out of the box hr specific landing page and then the base landing page which just uses the uib component fully uib components here okay so i think that's what we wanted to cover uh for [Music] landing page next we're actually going to hop back we're going to hop out oh one quick thing i don't want to touch on so if i go out of uib here and we go back um to the landing page configuration there's a couple module modules here that i want to touch on but um if you want to know so as i'm creating these different landing pages this is where i'm going to specify what groups and roles have access to my landing page so as i just as we talked about this is a tier one landing page tier two employee relations onboarding whatever it might be this is where i do that configurations i'm gonna specify for each of these individual landing pages in this list what groups or what roles are um are they targeted to so i want to touch on that there's also these other two modules here um that are under h specifically hr and those are for managing those hr specific components that we showed um those ones that look really nice so there's a couple configuration items for for managing those one is for managing those lists so we we go back this is the list we're talking about so we have a single score with a report and then it's showing a list so this is a carousel that's showing cards in that list so here's where we can configure that list and then we have card tag configurations sla vip and new which is going to show highlighted values for important states that we want to raise to delete them so if something like the sla is near breached on one of their cases um the due date uh if it's a vip if it's new all those are very important states that we want to um highlight to the agent that's built into this component out of the box so that's what this configuration is you can modify it you can remove it if you want this one to point that out for these components we have some additional configuration for the list and for the actual highlighted values here in these cards all right so that is the landing page let's move on um we're gonna go back to guided set up and we're going to take a look at lists so that's the next big area that you're probably going to want to take a look at um so again as we talked about we really have those two different categories we have um list category two different categories of lists list categories and uh the actual lists themselves so pretty straightforward here we're going to dive into list categories so here you can see all the different list categories i have out of the box and so you're gonna want and so just again as to show you what we're referring to those are the categories here so we have cases life cycle events other interactions tasks those are the exact same categories we have here and then within these categories we have the actual filter list so here are all of our different lists and we can target these lists directly to the agents that make sense for them so we go to our list um life cycle events so out of the box we have since we have this here making sure that you know life cycle event um cases just go to agents to have to have the le case reader role this is going to be very similar to what you're going to want to do for your for your list you're going to create the list that makes sense for that agent and then you're going to specify either the group or the role that makes sense and that's how you'll end up with the the list configuration so it's really really straightforward the list configuration itself like how you build the workspace list is no different than building a list in in ui16 you're going to the actual list so let's go in here and ryan while you're working in that list view are you able to expand the screen a little bit because i know it's appearing a little bit tiny for some of the folks on the call yes i expanded my agent but i did not do is that better sorry about that everyone all right so yeah the um the list configuration itself is exactly the same nothing workspace specific here um you're just going to specify the conditions your filters your your columns and then who should get that list so pretty straightforward next we're going to dive into um the next probably probably the biggest area really which is the record page so there's really two ways you can do this one is you can go through guided setup like we talked about you can start diving into these individual record page configurations like the form header and the ribbon um all these different areas that we have touched on or my personal favorite is go into workspace itself because there's a really handy menu that exists in workspace for admins so in admins i'm not going to go in here into my agent because it won't be there but if i'm in my admin persona go into workspace go up here to my profile i have two areas i have configured workspace which is going to give me very high level workspace configuration which we're not going to touch on we're not going to dive into because it's really high level stuff like the theming but this specific page configuration is really handy so on what what i like to do because it's contextual to the type of record i'm on it's really nice for setting up configuration for a given table so here i'm on a general inquiry case i could do the same thing for any of my other cases so here i have my tuition reimbursement case now i'm going to be looking at so if at once we start diving in here i'm actually configuring um for this particular table so it's really nice just to kind of like test in real time as i can like see the changes to the form view to the related lists to the contextual sidebar ribbon etc so i highly recommend that as you're going through this process of configuring all of your different tables in workspace you use this because it's just it's super handy so let's start off here um with actually i think let's start off with ui actions we talked about different component areas we have the form activity stream contextual sidebar related lists and related items and header those are all represented here in this list so let's start with ui actions one of the features we added recently is an agent reminder feature and it allows the agent to set a reminder on a case um or any record for any given reason to remind them to come back at a later time for any given reason that they want to set um we want to avail that functionality to them here in the ui action but right right now it's not available that is the exact same process you're going to want to go through when you're configuring your workspace you might have current functionality in your platform ui it's available through a ui action but that ui actually doesn't exist in workspace how do i get that so that's what we're going to go through so we go into the table we want we click on ui actions and here we're seeing the so by default again we're seeing the ui actions that were available um to us on that table but we're going to back out because we have this a lot of filters here running we're going to back out of that and we're going to search for a particular ui action um that i'm looking for so and name contains response oh let me see hold on oh it's not responses reminder i got the wrong one this does not start with a reminder it contains reminder it's not okay here we go so we can see here there's two ui actions one's on the uh core case table and one's on the task table so we want the one that's on the the case table that's what we were looking at so we're going to dive into that ui action again not different than workspace exactly is what it is today however there is this new tab down here that you're going to want to pay attention to it allows you to add that ui action to either the workspace form which again if we go back to workspace we have two places we have the form for ui actions and then we have the overflow menu so those that's what those two items are referring to so we're gonna go back in here and we're gonna say i want that out on the form we're gonna click update okay so that should be all we need specify that to be on our workspace form and ryan while you're troubleshooting that um it's important to know there's been some questions coming in around what the admin can configure versus what the agent can configure so you're seeing some stuff that is exclusive to the admin the agents can configure stuff under the settings menu if you look at the upper right corner under settings and you can adjust some of the panes in workspace and the ribbon component to show or not show but all the other stuff the landing page and the menu that ryan's showing is exclusive to the admin so just wanted to clarify that point yes so we didn't touch on some of those user specific configurations and i should go show that here in a second i forgot to touch on some of those form resizing and configurable settings but here's the that the ui action that we set so that allows the agent to set a reminder for themselves they can add a reason to be reminded um a date and obviously the record that they're being reminded about and then they'll get a notification um both no info message and then it will show up in their notifications um the the menu that oops um log back in real quick the the user configuration that marcel was referencing allows the agent to kind of customize their specific workspace which we i forgot to touch upon which is rating here so again uh we have a smaller subset of settings here because we're an agent we're not an admin but um riven we're going to touch on ribbon here in a second because we haven't talked about what that is um but the site if i don't want the contextual sidebar to show up i can choose just get rid of that um see how it's there it's now it's completely collapsed by default so here are those user specific settings we have here to allow the agent to customize their experience besides those settings we also have form resizing again which allows the agent to completely set the widths and then they'll persist per table so what that means is for a given type of case it's like a coe we could set this up and then it will stay at this exact setting for every type of case like this that i open as as agent a roger every time i open this type of case it's my form is going to be set up exactly like this those modular settings are done if i want full width a percentage or full on activity stream so great call out marcel let's go talk about ribbon because you might be asking if you've seen workspace before you might be asking yourself where the heck is the ribbon um it is hidden um we actually removed so by default in workspace the ribbon is turned off um and the reason that it's turned off is because we were solving for those use cases in other places so that's one of the things that workspace does really well is that it's very modular so you can have a lot of power over where you want to use your real estate um do you want to have more fields in the header do you want to have you know more contextual sidebar um more working item uh or less work you know working area here in the form um and so one of the things we did is that we were getting a lot of feedback from our customers that said hey this vertical space that you're taking up with the ribbon that could be better used for our working area and so what we've done is we've we've created this at a glance panel which again is out of the box in quebec um on hr case and interaction and hr profile i think it's on hr profile and actually paris um but we've provided that information about the employee that used to be taking up a lot of room here and you put it here so again if you prefer uh the ribbon on totally configurable you can do that um this is just the out of the box quickback configuration so let's take a look at what that might look like um if i want to ch if i maybe want to change that so we're going to go back up here we're going to configure our page and then we're going to click on ribbon and then so out of the box we have these two components for ribbon we have the subject person which again was using that that's what we have uh similar to what we have in the at a glance panel and then we also have that hr case sla um which we were uh we have a new related list uh here this uh for slas um if you wanted to view those not in the ribbon and again you could create more related lists that's completely configurable um but what we can do here is all we have to do to turn the ribbon on is turn any component on um in that in that area so let's go to subject person and then we're just going to turn this on we're going to make it active and then let's go back to workspace and make it okay there it goes so uh so now you can see the ribbon is back and again it the ribbon is still collapsible but the difference is you have and you so this allows you still have this menu up here that allows us to show the ribbon or not showing the ribbon or not just means that it's going to be collapsed like this and the agent can open it it doesn't mean that it's completely hidden like i originally had it so there's a difference there so this means that if you have a component available the it will be available to be expanded you're just going to get this line the agent and then click on to expand that card so if you want the ribbon back in your workspace all you have to do is activate one of the components um if you don't you can just leave it as it is um that's the ribbon uh let's move on to um let's go to the form because i want to touch on that a little bit so one of the big things you're going to want to cover is the form itself so actually i'm going to go out of this record and into this record because i have three ryan very quick just four minute warning just wanted to let you know that we're getting close to the end and we will save the q and a's so we have been answering the questions as they come in via chat and we'll also plan to post this out to community so the group has a full list so we can use the rest of the time to walk through these config items okay yeah just cut me off when you want when you want me to to stop thanks for the update yep thank you um okay so as you think about starting to configure your different forms uh super easy so what i did there was i just popped into that ad menu clicked on form layout and so what we what i want to call out here is that i'm configuring the form that i was on so i was on a tuition reimbursement case which is in total rewards so that's what i'm looking at right now so the important parts are here obviously this is super this is should look very familiar it's just like how we configure forms and platform the important thing to call out here is that the view should be on workspace it is by default if you came from workspace so you want to make sure that that view is selected to your workspace and the section you're going to want to pay attention to the section of what what section you're configuring so we go back here for this total rewards case it's easy to see if i go to my my forum navigation what the different sections are so i have some general case information in this form i have some service specific information here in the reimbursement so like you know the school and specific things specific to tuition reimbursement um and then this very last one i have um comments more knows this is actually something important to call out to lots of people ask hey um you know i i want to get rid of these comments and work notes uh journal fields from my form unfortunately uh in in the current release we can't so that what we've done is in order for the activity stream to work we actually need these journal fields on the form um but what i've done is to minimize the impact to customers who don't want them visible we just put them in a form section that is by default collapsed all the time so some customers actually want these because you can still up make updates to the activity stream um through these fields you just have to save the record just like you would making any form change um as opposed to actually typing it in here in comments and work notes so that's still available to you um but some don't and so we haven't collapsed by default so you select your the form section you want and then you update oops go back to the right tab you update what form section i want so now i can see those fields have changed here's all that service specific information i want and i could add any given [Music] field and update it and then it will show up in my workspace form so let's go at that pop back into workspace and then we have that updated um let me see if there's any last thing i know we're running out of time we talked in the ribbon um related lists are very straightforward here um there's actually two items in this list related items and related lists don't get confused by that related items is the parent of related lists so when we talked about playbook playbook is a technically a related item um oops this is admin playbook again related item the rest of these are all related lists so if you don't get too confused by the relative most the time you're really just going to go to the related list to configure what lists do i want what are the filters for these lists what order do they show up in all of that configuration is back in our uh in our related lists here configure page uh related list configuration um and then contextual sidebar again oops just got logged out um contextual sidebar configuration again same thing as related list allows me to configure what components oh apparently doesn't want to let me back into my instance good thing we're almost out of time ryan it knows we're at time it apparently does okay good good stopping point yeah i think that was a good stopping point thank you for the awesome presentation um just to recap a couple of the things that are coming into the chat yes we are recording and we'll post this back out to community um shortly and just to reiterate another thing that we'll be doing it looks like we're still getting some questions in we will post out a full list of questions out to community so thank you to everyone for joining