all right so i'm seeing a good number of participants joined um i think we can start get started um with just our basic formalities and by the time we get to the agenda people will be everyone expected will be here so um um hi again my name is puja gupta i am your host for employee center academy sessions i'll share a little bit more uh about me and and uh um what these sessions are shortly before we move ahead the agenda so if you're joining for the first time um these are essentially the academy series is essentially a set of sessions that the product teams conduct to um to essentially be there for you to answer questions to to help you out with some basic configurations um and uh and and interact with you like we we essentially have this as a regular touch point um which which we want to maintain to make sure that we we are staying connected with your implementations and your challenges and questions so this is not really a presentation this is not a webinar um we we typically configure the product live we open the um the instance and we do things together and the expectation is is this to be a more interactive session and more q a based session than you would have in a webinar so like uh my co-host carolyn and i we both will be monitoring the q and a panel very very uh thoroughly throughout the meeting so um post your questions and we will be taking all the questions live and then this is part of a series uh we do this every month and typically it is the third um is this the third wednesday of every month um and um i see that we need to change the date for this but the next session is not march 16 that is today it is in april it's the third wednesday of april so some logistics if you're new to zoom the you would see a q a option in your panel at the bottom it looks like how we have shown on the screen please use that uh to ask all your questions and this will be important because then we can source these questions later on and uh thank you michael it's april 20th uh the next session so uh please please use the q a panel for for the questions and then feel free to use the chat as you saw we have people from all over the globe and we would love to see some interaction some chit chat as i'm talking about different concepts where you are in your journey how you are thinking about those feel free to post those comments and and engage with others on this call today via the chat and then we will have the slides in the and the uh recording for this available afterwards and you can get that through community or through youtube which brings me to the resources so um it's likely that you already went to the employ center community forum to register for this if you did not that is the place where we house a lot of extra information around employee center as well as the academy sessions so you can go on this and once you click on the register button on that banner on top you can see all of the uh sessions that we have done in past and also register for those if you haven't um youtube playlist we essentially have a playlist for the employee center academy session so you can have that as bookmarked or something that you can regularly follow so if you miss a session a session will be always posted to that playlist and then now create is something i always want to highlight we are heavily invested um to support customers who are trying to self-implement as well and the now create assets are literally to help you self-implement or or get you started in the implementation process so i definitely want to highlight that so the topic for today is multi-phase deployment strategies we received a lot of questions and and concerns from customers on um hey i am not ready to do x what is my starting point i'm not ready to do why does that mean i cannot start with employee center right now and uh we wanted to ensure this this session kind of gives you um a call a crawl walk run approach for different parameters associated with employee center so you would see that um really nicely covered in this session today your speaker for this session is me um i'm an outbound product manager with the unified employee experience team so i i cover employee center and a few other pieces when it comes to unified employee experience so like teams and and now mobile um we joined with carolyn fahem who is our in-house expert on enterprise service management carolyn you want to say hi and just introduce yourself a little bit more absolutely hi everybody really excited to be here with you all i'm a product success manager uh under our employee workflows team and really excited to walk you through our employee center insights for multi-phase deployment thanks carolyn um all right so what's the agenda so we will first talk about how do you take a face deployment approach so we will slice the dice employ center look into different pieces and see like how we can do that crawl walk run approach then we will spend some time discussing how do you set up for success like no matter where you are in your call walk run approach there are certain things that ensure that you have a long if done ensure that you have long term success so we will spend a little bit of time on that and then finally we'll wrap up with um with the thought that you know these deployments are not a project but a product so you have to continuously invest in it and continuously improve to ensure that you are providing a great employee experience from from employee center so let's get started with our first agenda item um and um please i just want to remind again please post your questions because i would love to make this a discussion and not just carolyn and me talking when we came up with employee center um we we thought of it as a modern unified employee portal a portal that can scale for different use cases and accelerates customers from their journey from being just employee service focused to being employee service and productivity and engagement focus and and that typically means starting from let's say a single department to an to a single department portal which is providing services from let's let's say just id or hr to being more of an multi-department or an enterprise department service delivery portal to being more like an employee destination site or a place where employees go to get access to other things information services communications and whatnot now people are everywhere in this scale so we will talk about um how do you literally treat employee center as as um as a way to accelerate this journey and and you know not be hung up that it is a unified portal ended up not ready to do a unified portal yet so um hopefully as we proceed further you will see that happen how we will do that so there are on this page like on the right side it's the it's the screenshot of a fully loaded employee center page um at at the base level so if you are deploying employee center and you're adopting all the features that we ship out of box that is what it would look like what you have on the right hand side now these nine bullets over here are different parameters that can be scaled at different levels so what we are going to do in the next 30 40 minutes is we will look into each of these factors that are listed over here and we will see how we can take a crawl walk run approach for them so the first one is use cases and this is kind of like basic um like i said employee center can be designed to be just a service delivery portal to being an employee destination site now it does come in two versions there is employee center base version and there is employees set up pro version and employee said the base version is focused on just service delivery and employee center pro is is focused on employee service delivery plus employee communication if you do not have employee center pro licensing then of course it makes sense to start with um only service delivery on employee sector and in terms of use cases that is the crowd and if you have licenses for employee center pro it makes sense to deploy employee center not just for service delivery but also communications so you would want to have some actionable communications and and tasking associated with those um or campaigns running for employees because you have that capability and then the run approach is typically for organizations who are prioritizing portal consolidation who are looking at replacing how um how the employees are interacting with different portals and looking to provide a better experience they are definitely thinking about employee center as being a destination site many of the customers that we have worked with are actually starting from walk and are looking to move towards run in in near future let me pause here and feel free to um just post on the chat what what use cases are you considering employee center for and i see a question and i'll take that so julia is asking i was told ec pro was the version that was that used the rotating header is that not true um out of box it's usually a hero with a search no don't you have to have to pay extra for that scrolling content um julia yes so employ center pro the the screenshot that i showed here this is employee center pro um and the reason why like you would see me say employee center in general um across this um across this presentation i i typically mean employee center and employee center pro in that case that's because ultimately they are both the same pokemon it's like when you have the pro licensing you just get extra functionality on the same portal that's why i'm not making that distinction of saying employee center versus employee center pro um [Music] it applies for both hopefully that answered that question can can we get access to the employee center pro portal on our ptis um yes you can and you should be able to um if you're not um drop us a note um we we will help you out but you should be able to get employee center pro on your ptis i see a lot of people are talking about beginning with employee center pro uh integrating landing page for various app engine solutions we have been consolidating portals that is great uh one-stop shop nice yeah a lot of people are on that side um and that i would say is definitely the approach that we want to see customers take as well in the interest of employee experience all right um so this is this is for use cases very close to this is departments many organizations that we have been working with often come back and tell us that we are not ready to come on a unified portal um our departments are at different stages of maturity they are they are some people have even said like their politics so they're like some um conflicting uh um outcomes that we are looking for so our approaches that we want to start with the single department and that's completely okay we in fact have a few lighthouse customers and i'll show you a screenshot from them they start they're starting with it and are now adding hr we also had customers who have started with hr and are now adding it and are trying to move towards that enterprise approach step by step so that's completely acceptable and something that our customers are already doing so um in these slides you would see me mention mentioning at the bottom that what are the different factors that you would see influence this if you see any questions around those definitely flag them to me when it comes to a unified portal or an enterprise portal um having a central governance team and having all your stakeholders and departments bought in with the idea of the unified portal vision is definitely important let me just pause here and take a few questions um chronol is asking is this approach the crawl walk run works for migrating from esc to ec pro if yes how as users are already using esc full fledge and giving them a piece by piece and easy payment might reduce their interest in adoption so chronology will talk about different approaches and as you will see me proceed further there are few things that you can uh think about um and and just table that question and we'll get back to it um is communication the same as the service portal through inc um i didn't understand that question what do you mean service portal through inc so um communications is essentially the um through incidents okay yeah it's um it is on service portal so like um these communications are more like the banners or the uh campaigns or um the style content that you can create with tasking associated on it and you can actually place on the portal so it's essentially this um this nice looking widget and a few additional widgets that come with it like the upcoming events and others which are part of the communications that i'm talking about i think what you are thinking about is more of a notification which is different or a task all right so this is the example of a department adopting um um uh like scaling in phases this is from one of our lighthouse customers and uh they are essentially starting with an it portal and are looking to add hr and other departments on it now if you would see the taxonomy right on top underneath this green box um there taxonomy does not say id they are actually using the second tier or this next level and and i've put it on top and they still have a few additional things that they want to maintain um in fact you would see that they even have a link to the service portal which was old um and because this was just in the beginning of rolling out and they wanted to like give that people a chance to see the old one if they wanted to so um we did a session um i think last year sometime which was on migrating from service portal to employee center that kind of touched upon how you can actually build an a single department taxonomy so i would like like i would highly recommend you to go through that if you're planning to take uh that approach of starting from a single department and then moving to multiple departments karen just let me know if i'm missing any question or anything okay i'll keep moving we have a question around um whether the content experience widget is configurable colors removing boxes et cetera yes um it is and i think the confident experiences widget um allows you to change branding colors we're also building uh to change the look and feel so instead of having the boxes on the right you can actually have a kerosene so like it like you know it runs a left to right um and and it's just like using arrows to move between different banners so yes you can have that it is configurable all right so the third element and this kind of gets into as you start thinking about migrating from esc um to ec uh pc pro is kind of important is how deep your taxonomy is and when i say d it basically means like do you have three tier structures do you have just topics do you have like two tiers and so on so like how how nice uh like how deep your tree structure is within that exile and out of box like when when we ship employee center we ship a three-tier structure um which which we recommend to you which we recommend customers to use as a starting point but depending on what type of content you have uh the timing that you have to go live with employee center um especially if you have like a really heavily used esc or a service portal which you're trying to migrate to or upgrade to employee center pro is this question comes up a lot and one of the crawl approach that in fact servicenow has taken for their own employee portal is to not build the entire three-tier structure but in fact have just standalone topics and i'll show you a screenshot of how that looks so what you're doing is you're not defining any parent opinion topic and you're just having a few topics uh linked with content and your main navigation and everything still remains uh knowledge and catalog and not that unified browse that these if these terms are new for you just let me know i'm assuming that you have seen some of my employee center content so you are already aware but you can essentially have standalone topics this is what i'm trying to say and then move from there to scaling of more topics so the hypothesis of taking this approach is as you start building topics more people more departments or stakeholders would want to have um um topics topic pages created for them because the topic pages add a lot of value so slowly and steadily more departments and more people who own the content will start uh requesting for a topic page for their topic and you will gradually move towards a three-tier topic structure so puja we have a question around um if you are planning on doing multi-department in the future as a possibility do you recommend setting up the initial mega menu for the single department only and then reorganize it later or do you start with the department even if it's the only one on the header with the menu items below yeah i recommend that if you're starting with a single department and even if there's a possibility of moving towards the multi department then start with the the topics that are below like don't have just i t or just hr on the menu because it doesn't give in my opinion it doesn't give a great experience um then you would have a little bit more work when you are like you know moving it back to like id and hr but having uh the the top navigation at the next level um reduces one click for the user which is great all right and then there's another question on whether or not we can link the session for building the taxonomy to this event yeah we can um okay and if you have that link really because i i would not be able to browse right now could you just share it on chat absolutely um gurjeet is asking can you assign user criteria to a topic that's a really good question actually the user criteria is is applied at the content level and if a user or an employee does not have access to content that is like knowledge or articles um sorry catalog items then they don't see that topic at all so the the access is kind of given at the content level and that defines the topic level access milani is asking we only have the hr model at this time we want to build our taxonomy to be benefits carriers employee health department is that possible yes so um the link that caroline will share kind of gets into this and it's absolutely possible and in fact that is what i recommend like you're starting mega man you should not have just a single department it's like adding one click for the employee and you don't want that so it's always better that if you're having a single department on the portal then you start off with the top player uh with the next level of the topics as your navigation on the mega menu so yeah so this is an example from um servicenow so this is this is a screenshot of our own employee portal and you would see um so we have a lot of content our portal was also extremely customized and we wanted to go live extremely quickly uh so that we we wanted to be on our product uh very quickly so the approach that we are taking is uh uh is to actually build these topics that you see under popular topics slowly so we do not we have not adopted the mega menu and and we've not like you know moved we've not adopted the three to your topic structure instead we're building topics and topic pages associated with it um and and will slowly move towards that um the three-tier topic structure that we have uh associated in all our screenshots and demos for employee center so this is this is definitely a possible approach um i would say aim in in this case i would say aim for the work approach if it's not possible because of whatever reason that's the only reason why you would go to the crawl approach um to aid for this thing we we would say like start with the out of box taxonomy that itself gives you a good topic structure to start off with now we were speaking about taxonomy depth now there is also relevance um the crawl approach of what i was saying is um like start with what we are shipping as the basics are gonna be out of box it's it's it when we created that base taxonomy we actually did a lot of research to understand how employees and different industries and different organizations um refer to when they are like the terminologies they use when they're trying to get her help so we did like a lot of treatise card sorting exercises um to come up with that so um like 80 20 rule 80 of that taxonomy should work with most uh organizations um so using that out of box and it is is a great approach it is definitely a course now the work approach is you use that um and you start modifying it to reflect on you things that you are already sure that your employees need for example let's say you already have um some research on how employees are searching and yeah or you have a particular need for it's a return to workplace i don't remember on top of my head if we have that at the out of box taxonomy but let's say you have this immediate need for having that topic uh included in the taxonomy you go ahead and include that on top of that out of box taxonomy so using the existing research you're starting to modify the taxonomy and are heading towards the run approach which is uh that your taxonomy has evolved based on um in-depth ux research that you have done so in fact we recommend organizations if they have the time and resources they should um conduct ux research based on at least two things which is um card sorting exercises and tree tests card sorting exercises is essentially nothing else but you have categories or your current taxonomy on one side um and you have all your content on one side and you are essentially asking the testers or users who are participating in this to um to sorted into the topics and you are seeing how people are actually associating content with the topic so this is this is something really important and if you're if you have time to do that i think coming up with your own taxonomy and coming up with something that is really in the terminologies that your employees use will be extremely powerful let me pause here um gurjeet is asking do we get analytics on topic pages um this will help us to see how popular topics are in the future we can consolidate or remove and expand so yes you can get analytics on topic pages there is a little catch there um all our topic pages are on the same page so like you can get analytics on a particular page on service portal and all our topic pages are on the same page this is something um we discussed an approach on how we can still do some analytics to get some idea on like how those topic pages are doing and uh calorie if you can share the link to the user experience analytics session that we did with kuji that will also be helpful like just put it on chat or maybe you know what we can do we can just share the link to the community article that has all our academy sessions like that that might just make it easy all right so uh all right so mary what is asking a good question so you mentioned two things one is card sorting the other one is tree test so tree test is essentially um um um let's say it's it's um you will see softwares for it and it's essentially that you're testing how effective your tree structure is like your one two three tiers um so like it hr computer sorry it hardware computer is so you are asking an employee to or a user or a tester to find some content and you see how effectively they are able to use the tree structure to get to that content um and there are softwares and tools available for it um you need to just need to know that you are trying to do a tree test and you're trying to do card sorting so those are the two things now the other question that we have heard customers ask us is um well i do not have um ticks on me sorry i do not have knowledge articles at the moment we only have catalog items um and and that is different for different departments so like my hr team only has knowledge articles versus my i.t team has knowledge articles as well as catalogs how do i create the taxonomy um and and do i really need to have quick links associated with all topics okay like what are my options and uh i just wanted to make clear over here that uh you can't have like one single type of content tagged with the taxonomy and roll that out you don't need to tag all the different content or everything that is associated with the taxonomy in one go we have had customers who essentially had um exactly the same thing let me just show you a screenshot from them so they have like the whole taxonomy built out and and they were working towards an enterprise portal but they were offering services only from one single department and everything else just had articles and that's okay it does not jar the jar the experience that you get on on employment let me pause here and take a few questions because i see a few rolling in can you share a link for guides on how to actually implement some of those taxonomies so michael um the academy sessions will actually have that covered i would recommend the curated uh experiences sticks uh academy session as well as migrating from service portal to employee center academy session okay kojit is asking uh you have a widget on popular topics and also recommended topics how do you come up with these okay so these are our box you actually get that the recommended for you widget and popular topics widget is out of box for employee center both employee center and employee center pro so if you are an employee center you should get this if you do not i would say raise a request or a um like a case and we will look into it but these are out of box which i think the question is how does it determine what's recommended like the content how is it how does it know what to display there um i believe there is an algorithm in the widget itself and we can follow up on that after the call yeah so i can i can speak to that so the popular topics is based on popularity so um any topic which is being accessed the most in across all employees will be surfaced here and you can define whether that is three topics four topics or five topics um but the this widget is popular topics widget is based on popularity the recommended for you widget is based on machine learning if you as an organization are licensed for bi capabilities so if you have idsm pro or hrsd pro then recommend recommended for you widget is based on machine learning if you do not have that then it is based on popularity and uses a similar algorithm as popular topics but if you have machine learning or pi entitlements then you can tune the algorithms of the recommendations made based on certain factors in your uh user profile so like people with it with the let's say uh in a certain location in the profile uh can can uh like the recommendations are based on what they are accessing so you can define that um is there any other question karen that i think we should take um there's a question from robert garrett you mentioned criteria is applied at the content level any advice on how to distinguish content that may be targeted for the employee versus a manager we currently have the equivalent of a topic page for leaders will we build that as a topic in the taxonomy yeah so we actually are working on what we call a manager hub or a manager a center um which will which will be more like a dedicated page for a manager and like you know capabilities built for that um but you should be able to apply user criteria you just need to have the manager group uh defined and you can apply user criteria at the content level to distinguish manager um and and uh articles or knowledge uh sorry catalog items that are just for the manager all right and there's another question around virtual agent chat this one i can answer would you consolidate virtual agent chat across departments or have a department specific chat on each respective page for that department i'm assuming by page you mean the topic page we have had customers do both i think the simplest way to proceed or at least to start is have unified chat with an initial greeting that will ask users which department they would like to engage that way there's not as much conditional configuration required around which topic page you're on and which virtual chat greetings to start but of course it is all configurable and if you want to give your employees a more tailored experience then you can add that additional configuration to start the greeting based on the topic that you're on so that was a really good question we've had customers ask that a lot so thank you for bringing that up all right so in the interest of time i'm gonna move ahead a little bit and then you know pause again for questions so um um other thing that we have seen uh customers struggle with a little bit is we have a lot of content and a lot of that content needs to be refreshed um and and we don't really have a fulfill like a proper process of managing content at the moment should we be moving ahead with employee center right now or not so um uh the the advice that i want to give is that you should uh dissociate your content management and like you know making sure all your content is refreshed to your adoption of employee center and the crawl approach is the content that this there are two ways to think of this crawling approach one is in san diego we shipped the capability to associate existing catalog categories and knowledge categories to the taxonomy topics so let's say you're doing that then you are essentially tagging all the available content in one go to employ center topics um so that's one approach and you're not like worrying about the quality with that the other crawl approach that you can think about which i don't have it mentioned over here is you you tag only selected content items and make it available on employ center especially from the taxonomy navigation people can still search for it and there is an additional configuration for that but um they like you tag content one by one or scale that um as as you are doing more things with the price the run approach is that you are having periodic uh checks for the content relevance you have a robust approval process for posting content on employee center and uh even we have capabilities which are coming in that makes content governance or topic level governance a lot easier so um um starting with just tagging what you have available and then slowly improving on it is the approach that we talk about now this is an important part um and then i have like a really nice customer example to show also on this and this comes back to the question let me see who was asking chronol you were asking like you know as we as we move from esc to ec pro um how how do we think about the crawl walk run approach so um the crawl approach is that you don't necessarily use everything that employee center offers you use only a select few widgets you can potentially use your existing home page and add those employee center widgets on that or you could use the employee center a new home page presenter pro new home page and then add old widgets from your previous experience to employee center because employee center is built on the service portal text attack which is the same as the tech stack which is for the service portal application that is slash sp or our old employee service center all the widgets that you have created custom or you were using and are not an employee center are actually available to be applied on the price center so everything that you have can actually be put on the or added to the experience and employee center so leverage that um the walk approach is that you are trying to stay close with what we are shipping out of a box and making use of all of those widgets um as much as you can and the run approach is that you take it a step further so you're not just limiting yourself with what we have built out of box but you are actually doing more personalizing things and personalizing um when i say personalizing it's personalizing to your organization to add more capabilities and futures and we have had customers who are doing all sort of things when it comes to uh their portal experience um with with employee center so um definitely there and let me show you a screenshot from one of our customers and and you would see uh this screenshot essentially has um some widgets which we have shipped with employee center and some widgets which the customer actually had from their old experience to give you an example over here there is a most useful widget um which was um which was for their old experience it doesn't come almost viewed with it which was in their old experience and they actually brought that and put that in employee center pro home page and and that's completely impossible um and we would recommend that you would evaluate and i'll talk about the analytics piece like you're using analytics and you're using um uh you're invested in looking into how you're using these the value you're getting for of these widgets and slowly adding to it uh and moving towards um something more useful something more out of box to ease up credibility but uh that is completely an option and let me pause here because this is an important one um are there any questions on how to do this or pros and cons of this is there a list of widgets available for ac pro only um i think we do have a slide on that and and uh um i'm happy to share that um later on when karen is talking i can just share that all right so let's move ahead um carolyn you want to take this one absolutely when we talk about integrations that's also another big piece of maturity that customers will be you know trying to figure out whether it's appropriate to integrate everything at once and what does that journey look like because integrations can sometimes be a little bit more time consuming or resource you know intensive depending on what you're trying to do so we do have good news there is a crawl walk run approach for that as well so depending on where you are with your resources and your time constraints you can start simple with quick links to other systems so we do have that as an option an employee center pro where you can put quick links to external systems it's essentially url links it's very simple but you employees can access them from their homepage or from topic pages as well um it does require users to authenticate from the into the new system separately so it doesn't have that integrated sso unless you have you know a corporate sso that's if you're already in the session anything else within the same session would be covered so that depends on how you guys have your sso configured um that's the crawl approach the walk approach is direct integration so moving beyond just links and integrating and this can be for specific transactions it can be for specific sources of information that you're looking for depending on you know what systems you want to integrate with if you'd like for example a catalog item to update your personal information that can be integrated in with you know uh workday or whichever other system you're using for that for those specific inter transactions so um again depending on where you're at that could be an option for you as well and then lastly the run approach could be is full on deep integration so essentially considering your employee center kind of like that internet site where employees come to your employee center homepage for everything um and then you have the integrations with all other systems where you would need to do transactions or update sources of information again servicenow doesn't need to be the source of truth for all of your data but it can integrate so that your employees don't have to interface with those other systems in order to see the information for example how much pto do i have left that could be sourced in a different system but surfaced in employee center immigration status things like that that you could integrate with into servicenow so having that front layer with everything else integrated for your employee experience so things that you would consider are what other systems you would need to integrate with are they simple integrations if not it might be best to just you know get away with a quick link for now still gives the employee you know one place to go even if they do have that extra authentication step and then what are your use cases we also have an employee center pro if you are licensed for that the app launcher widget that is new and that allows you to essentially have embedded apps in your home page or your topic pages which is great so that if you're you know for example on a topic page about benefits you can have in the app launcher an app relating to benefits that they can click into and that would be authenticated for them as well so it's a very seamless experience for your other applications where you don't have to authenticate separately and you can make sure that the apps are showing up in the right topic pages depending on what's relevant um so the next one is search capability so this is again another area where you can get very sophisticated and advanced but you can also start simple so depending again on where you're at in your journey you can still start and make use of search so the crawl approach is your default out of the boxing search or even default ai search for new customers on employee center or employee center pro we do recommend starting with ai search even if you don't make use of the sophisticated fine-tuning capabilities for previous customers there are some tables that may not be covered in ai search so it really depends on what you're trying to expose in ai search but they will both cover knowledge catalog and other tables like assets and things like that that you can incorporate into your search so again if you're a new customer definitely start with ai search turn it on and then you can gradually mature it over time so things that might you know impact where you are in your journey are you know whether or not your employees are able to find what they're looking for so if you're seeing that they're constantly you know submitting wrong tickets or there's a high uptake in phone calls to your tier one agents that might be an indicator that they're not finding what they need and that could be an indicator to move closer to the walk approach where you're going to start fine-tuning those ai search capabilities it also depends on whether or not you have streamlined naming conventions so if you have you know certain ways to start the names or certain patterns that are easy to follow it might make it easier to find things without needing those fine-tuned configurations another consideration is whether or not your portals are already using ai search so if you're looking to consolidate portals that exist today into employee center you you don't want to delay necessarily because you might lose out on the search profile that you've had so if you're if your existing ai search on your previous portal has had learnings already you're going to have to start over in this unified portal with those learnings so if you have a portal on a i search already you probably want to migrate with that first so that you're not losing out on as much of the learnings the next step is the walk approach so fine-tuned ai search so this is where you can add rules to either boost so increase the relevancy or block so decrease the relevancy if there's very common words that you know are are available but they don't necessarily add relevancy you can block them you can also configure typo identification synonyms and and that's where you really get to optimize those results so that your employees can find things quicker and in a more accurate manner things you might want to consider are languages and what those rules and patterns are and then lastly you have your full-on enterprise search which can include you know internal and external content obviously it's it's ideal to have your content stored into servicenow through knowledge articles um but if you do have external content available you can configure ai search um to search for those as well um so looking at what you know what is that external content is it feasible to migrate that into servicenow via knowledge or not and then also monitoring analytics to see how you know employees are searching are they finding what they need and then what can we do to continuously improve all right so let's see if we have any questions on that there's this one on that michael is asking which is about um are these integrations exactly the microsoft teams require or part of integration hub licensing i think we can answer this from not just microsoft teams but like hcm integrations and others as well um okay so do you i can take the other question then so michael yes guess some of these integrations require integration hub licensing for example um if you are looking to make integrations with a particular ncm provider you would need that microsoft teams does not require any additional licensing um and some of the capabilities that we are building as part of employee center pro like the app launcher they also do not require because we have kind of built that licensing within employee center pro so it just depends like there it depends on what integration you're looking at it like you know case by case it might be um someone else is also asking if there are any tips or best practices when integrating with third party applications to a price i was just typing an answer to someone else that i guess the best practice is that you do not want to introduce too much complexity there are some out-of-box integrations that are available definitely start with those um instead of creating a custom mapping integration um but we have had customers who have been successfully able to integrate and like pull in data as for whatever things that they are needing and in fact servicenow platform um is is highly um uh flexible to do things like that so um nothing major in terms of best practices from an employee center perspective just a time check i know we only have five minutes left um so if there are any other questions we'll try to address them at a later time and follow up but uh for now we'll just go through the rest of the content so we can make sure we're done on time yes absolutely thanks let's move it all right so one of our guiding principles on how to set up for success is really think about your end game vision so think about the enterprise view not necessarily the department that's going live right now and think about your employee needs employees interact with their organization as a whole they're not necessarily thinking in silo despite maybe that's how that that each department operates think about how the employee interacts so even if you're starting with a crawl with one department or a subset of topics think about your long-term vision and scale accordingly so it's like if you're building a house you build you know from the bottom up you consider who are all the tenants that will be there how will they you know go from room to room so really think about that as you're building everything and make sure that applies to your governance the stakeholders you're engaging um when you're designing you know for channels make sure you think about the big picture not just the phase that you're in right now so the different you know whether it's on mobile whether it's desktop what are the different channels of engagement and what are the different bus that will eventually be migrated to your employee center now we talked about engaging the right stakeholders there are various different stakeholders that need to be engaged and just again a call out you don't just want to include the stakeholders for your current go live but the ones for your future go lives as well because they can they can bring some insights that will prevent you from having to do a bunch of rework especially in the area of customizations and design where you might be going live with let's say it first but hr may have already built solutions for some of these challenges so you can leverage those insights in order to be as efficient as possible so you want to include your business stakeholders your central governance team should include the current and future tenants of your employee center your delivery team to make sure that they're advising you on you know the right ways to implement that includes your portal administrators your system admins your catalog and knowledge managers as well anywhere where you have maybe design principles syntaxes patterns you want to make sure that all of the different teams are aligned with each other and then last but not least your design team very important to make sure that your employees are getting you know an optimal design they might have some insights around usability we talked about card sorting they might have specialized you know uh knowledge and skills around ux and ui um and then also definitely engaging your corporate branding team for you know copyright logos images that can cannot be used colors and things like that now just very sound guiding principles when you're going into your design process think about your needs so understand you know the areas of maybe challenges or opportunities identify your priorities design for your objectives and not just for the sake of you know making things pretty think about what your objectives are what your requirements are and prioritize what those trade-offs are and make sure that your your departments are aligned with those objectives that's very important because that's going to be your anchor going forward build incrementally you're not going to boil the ocean in one step you want to again make sure you have a scalable plan scalable mvp approach and try to simplify as much as possible and then last but not least validate with real users have a set of users who can provide early feedback not just from the stakeholders who are participating in design but some consumers and employees who might actually be using the solution as well thanks carolyn and we'll wrap up by just saying that invest in user experience analytics i'm not going to go in the details here because we actually did an academy session which went quite deep into different levels of analytics that you can do um so um make this an a a product something that you continuously invest on and keep improving um thank you let's see if there are any open questions that we would want to take but i just want to make sure that everyone here knows we will share the recording and uh it takes about a day or two to have them posted on youtube or community but we will have them done thank you so much everyone um thank you so much for your participation and we look forward to seeing you again next month thanks all