Transcript

X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] Welcome to today's session on revolutionizing work with smarter experiences and engagement focused on the Next Experience and configurable workspaces. In today's session, we'll focus on the unified navigation experience in Next Experience. We'll also take a look at configurable workspaces and then take a little bit of time to review how to enable Next Experience for your instances. And we'll wrap up with some resources that will help you get started with Next Experience and let you know what to look for and how to plan. Work is complicated, teams are inundated with mundane tasks and are mired in poor experiences and low productivity, but the good news is smarter experiences are here with the introduction of Next Experience in the San Diego release. Next Experience introduces modern, intuitive, and personalized workspaces that empower delivery teams and supercharge workforce productivity. They bring together platform apps and unified engagement and flexible work modes to reduce eyestrain and to energize efficiency. In our demo, let's follow Beth who's been in a role for a couple of weeks as she explores her Next Experience she notices right away that the experience is tailored for her, showing her important assignments on the role based landing page. Next Experience gives users more productive space by placing the menus at the top, allowing Beth to access the functions she needs while giving her the flexibility to pin and unpin menus as she needs them. That animation is a first and that's a great experience right off the bat. She can access great time savers like favorites, capabilities and records she uses often and revisit her history as well. Beth needs to browse a list of open incidents. With Next Experience, she can choose how to best present the list using her display preferences. She checks out compact mode to eliminate some of the White space, then add line breaks in the list to show the entire short description and eliminate the need to scroll left and right to see all the columns. Even with a simple list, Next Experience is making a big impact. Beth sometimes works evenings and her coworker encouraged her to use dark mode, which really reduces eye strain after a long day. Next Experience enables customers to create themes for different work groups or even holidays. Beth also checks out a brief tour with highlights for Next Experience. Beth heads over to the CSM workspace where she spends most of her time. She really likes that Next Experience prominently displays her place in the application at the center of her screen and she can easily add this to her favorites with a single click. She opens a case that needs her attention and is immediately alerted to special notes that give her critical information about the account. On the left, she has a playbook that walks her through all the steps necessary to address the customer's problem. This ensures that no steps are missed giving her and the customer peace of mind that everything's been addressed. Next Experience introduced in the San Diego release gives users new power to tailor their experiences to best serve their needs. So now that we've had an overview of Next Experience, let's take a few minutes and chat about what some of the prerequisites are to activate it. So first of all, you don't need any additional plug-ins to activate Next Experience with San Diego. All of the plug-ins necessary to activate it are installed with the San Diego upgrade. You don't have to navigate to plug-ins, go to the store or purchase any other capabilities to activate the Next Experience UI. Activation is done simply by switching on a system property and we'll chat about that in a moment. Also, configurable worse workspaces are not a prerequisite for using the Next Experience UI. Although we do encourage customers to begin looking at them for their tier one and tier two agents, you can still use Agent Workspace. Agent Workspace users can still use it, although they'll see the workspace open in a new tab like they have previously and it does not use the new styling. You do not have to turn on Next Experience right away when you upgrade, unless you're upgrade plan has allowed for this. Prior to activation, we encourage customers to review the product documentation for activating, some of which will cover it a really high level in this session. Existing customers should also build in time for testing and remediating any existing UI customisations. Couple of things to note in terms of what's not supported in Next Experience UI at this time, first of all, it's connect chat and support. If you're using workspace already and you're not using Agent chat, we encourage you to go ahead and make this switch to Agent chat. We do have support documentation on allowing subsets of users to use UI16 if connect functionality is needed. Also, guided tours are not supported in Next Experience UI while we do have a new onboarding feature built in to the default landing page, users who have heavily invested in guided tours and require that functionality should hold off on activation. Finally, the JavaScript console log found within the developer user's preference is not available and users are advised to use script debugger instead. Now, here is a list of the system properties that I mentioned earlier. The main one to turn on is the glide.ui.polaris.experience system property and let's take a look at those right now. Now, new customers and Z booted customers will have Next Experience activated right off the bat, there's nothing that they'll have to do. But for existing customers who have upgraded when they first upgrade and after the upgrade takes place, they'll see when they log in information around the new simplified navigation in Next Experience. They'll be able to see a preview of what Next Experience looks like before they even have to do any activation. So to do that as we mentioned, there are some system properties that need to be updated. Here's a legacy UI16 user interface and I've already loaded up the system properties table. So the quick way to search for these properties at least the first couple are to start with a filter on Polaris. So Polaris was actually the code name for our Next Experience project internally and some of the system properties are still retaining the Polaris name. So the main plugin that needs to be activated is glide.ui.polaris.experience. So when you're ready to turn on Next Experience, you go to this system property and change the value from false to true. Once you update, you'll see that the user interface for the UI16 list has updated, but the unified navigation has not been. To fully see the new interface, you simply log out. You immediately see that there's a new login experience. So you'll see the starfield move in the background and that's something new for us. And when the user logs in, they'll get access to their original landing page for the first ServiceNow, that won't change right away. So the other system properties that need to be updated, again, we're going to search on Polaris and we're going to look for the dark theme. So this is the system property that needs to be updated for dark themes to be enabled. We already see that this value is true, so there's nothing we really need to do at this point in this instance. Next, we want to take a look at the login experience and there's a system property called glide.login.home and that will dictate a standard landing page that is the default landing page for the Next Experience. There are two that are included out of the box to tailor them for different roles for your organization what have you, you can simply copy those within UI Builder and make changes to those copies. So here is the updated value for the standard landing page that's included with Next Experience. The next system property that customers might want to update pretty early on in the process is the shortcut or the link that happens when users click on the banner logo at the top. So again, within system properties, we're going to search just for the word banner and then we see that there is a property called glide.banner.image.url. Simply click on that and then you can update that to the value for your landing pages and this will enable your users to get to their landing pages just as they did within UI16. Next Experience introduced in the San Diego release gives users new power to tailor their experience to best serve their needs. Whether they use traditional lists and forms or modern configurable workspaces, they'll engage and perform at higher levels than ever before. As always, before changing configuration within ServiceNow, refer to product documentation, as well as the Next Experience Center of Excellence included within the community. If you have any further questions, please don't hesitate to engage your account and support teams. [MUSIC PLAYING]