hello and thank you for joining this uh live on servicenow webinar as we address how to get started using virtual agent for its services management and microsoft teams um we've got a bit of a wall of words here to set us on just to indicate for folks that if we talk about any forward-looking activity it indicates a plan and not a promise a couple of housekeeping rules folks i don't know that we have any capability to come off the mute on today's call but please stay on you during the discussion we will do q a after the presentation i believe through the q a function please leverage the q a feature during today's session to ask any questions um and please uh you know feel free to add any introduction that you haven't already done so um we'd love to know more about uh who you're who you are what company you're with what your use cases are um as indicated this session will be recorded and it'll be posted on our community and then after the session's over please be on the lookout for a brief survey we'd really love your feedback so that we can make our sessions better also in in terms of making sessions better we're following up today's session with a meetup in a couple of weeks either the 21st or 22nd depending on your region um you're invited to take your learnings from today and bring any follow-up questions to the meetup for more of a deep dive on integrating virtual agent with teams this will be a really good opportunity for folks to not only learn from more servicenow experts but to engage directly with peers and to talk through any common use cases and experiences that you might have so we really hope to see you there and i believe the link is coming in the chat um if i'm not mistaken so please check it out uh we pair these sessions together we really hope that you can join the meetup as well and uh take things to the next level now let's go ahead and meet today's presenters uh janet do you want to start stopping sure hi everyone thank you for joining my name is janet acorn i'm the senior principal product manager for itsm here at servicenow i've been here for about four years but working with servicenow for about six and with itsm for well over 20. so uh very interested in getting to know you all and talking about our new options and opportunities with va and teams isabella hi everyone my name is isabella i'm a senior product manager here at servicenow i've been with the itsm unit for about five years now i'm really excited to chat with you all about virtual agent as this is an area of focus for myself uh i have done one or two of these meetups before in the past so if um you're joined again nice to see you all again jeff thanks isabel and janet uh hi i'm jeff fox um i'm a product manager within our itsm group but i'm focused on the servicenow for microsoft teams products so this is all very near and dear to my heart what we'll be looking at today um i've been with the company now for i believe eight months so still got a lot to learn here but excited to join you again i've done one or two of these in the past so good to see anybody again if it's uh if it's not the first time um okay and to kick off we've got a couple poll questions uh to hopefully get a good read on where you folks are at with your servicenow set up and your microsoft team set up with va and the like so let's go ahead and roll those poles please all right i can actually see it today that's great um so uh by the way um for those participating this is actually four questions in the poll so if you can go ahead and scroll down to complete all four questions we'd really appreciate it and i'll go ahead and uh just kind of talk through them as as we're getting answers um looking to understand where you're at today with your organization's uh use of virtual agent uh are you using it planning or not uh where are you at today with using teams i think i'm seeing a hundred percent of respondents are in teams so far so that's really great um and then in terms of using the integration already cool seeing a couple people a couple groups are already using the integration that's fantastic a lot of people considering it and then finally are you aware of the virtual agent implementation services that are available and cool seeing a lot of good answers there so okay i think the poll i'm not sure if this is showing up on the screen i'm going to go ahead and share the results oh they're being shared great so we got 42 responses okay um a lot of people considering va most everybody on teams are planning to be on teams that's phenomenal um and good on um seeing people who are planning or considering or already integrated with teams that's really great and good awareness around services so so that's really good stuff folks thanks for participating gives us a good idea for where we're at to hopefully uh what to focus on during today's session so i'm also this keeps moving on to my screen so i'm not sure if it's getting into the view or not but i'm going to go ahead and try to advance on here as we go um thank you again for answering the poll questions and we like to kick off these things with stories about customers who achieve success using the virtual agent and teams integration or servicenow and teams integration and our friends in brazil at uh itau unibanko are one such customer they leveraged itsm rit service management offering as well as virtual agent and teams and they had a scenario where when the pandemic started their it organization really got hammered they implemented va within teams around that time it took just over a quarter to do so and when they did they were able to reduce their ticket creation by 40 obviously that's a good sized cost savings for them in their case more than a half a million reals so um and good results uh achieved really quickly and their employees really indicated that they enjoyed having this functionality as well so we like to think that this is a scenario that others can definitely achieve and let's look into more about what's what exactly is in it and uh isabella if you don't mind to take us uh on from here please yeah absolutely thanks jeff so before we dive into how servicenow's virtual agent and microsoft teams integration can address many of the challenges you may be facing let's call out some of those um what some of those might be so first virtual agent implementation and governance can be an area many users struggle with there's a lot to consider and a lot of planning that must take place this specifically is talking about how to best set up virtual agent and manage it over time so that's definitely one thing we hear a second thing would be va adoption so once you have virtual agent up and running how do you make sure employees are aware of this and um this great resource is available to them the third place would be that many are looking to meet users where they are and this is a great session for that we know a lot of you work in microsoft teams how do we coordinate across groups to integrate va and teams and how do we get users to use virtual agent in teams so these are three of the challenges that we commonly hear and we're going to talk through a lot of these areas today so jeff if you want to keep us moving awesome so this is a little flow that's going to run through and i'm kind of just going to talk through this to start off with so we're going to walk through this example use case sarah has an issue with her email and uses a virtual agent to resolve her issue the virtual agent knows her name where she's located and the right workflow to run before she can log into a login incident the virtual agent provides a relevant knowledge base article let's say this article doesn't deflect what sarah's issue is if the knowledge article isn't helpful the virtual agent can help her create an incident and view it without having to navigate anywhere else the virtual agent is focused on incident deflection on the most common i.t issues increasing productivity on both the employee and the agent side and reducing resolution times virtual agent can provide a similar productivity gains and enhance experience leading to all around happiness so that's just an example use case so let's see what's going on behind the scenes if you want to thank you so one of the main goals we hear from customers when they want to start their virtual agent journey is that they want to enable employees to self-service and find answers they want within automated channels and reduce the load placed on agents and queue employees usually come in through multiple channels that includes mobile teams slack facebook workplace and servicenow portal our virtual our virtual agent is available 24 7 and ready ready to help um get employees whatever they are looking for one common question i just want to touch on is we are often asked you know i spent a lot of time building out my service catalog my knowledge base do i have to now go and rebuild all of this for va conversations for each of these our guidance is no service catalog and knowledge base articles are your most powerful tools for the virtual agent to resolve issues so the virtual agent can search catalogs and knowledge bases to find the answers and resolve issues and then with ai search that has been available since our quebec release you can surface the existing ci and knowledge articles via ba with ai search you can not only tap into knowledge that exists on the platform but you can enable it to search external sources so like sharepoint or jira when it comes to building automated resolutions you should prioritize and the understanding what's most important use cases and build those automated resolutions for everything else rely on that service catalog and that knowledge base everything that you've already built that is so great and will give you a lot broader coverage automated resolutions are a combination of va topics nlu models workflows and integrations this is one single bundle we have been releasing va content to the to the store quarterly and bundle it all in this one package so you get everything that you need related to these automated resolutions which is available to anyone on itsm pro without any additional uplift we're trying really hard to reduce that burden to build from scratch but we also recognize that every organization is unique so we've extended it and are able you are able to further customize it via the va designer so the va cannot always cover everything and therefore we recommend live agent capabilities and transfer this is the seamless transition from va to a live agent if the va cannot resolve or the employee wants to talk to the slide agent so behind the scenes the va is trans transfers the employee to the live agent without leaving the channel that they started or that collaboration tool va transfers to the next available agent and if you have advanced work assignment it uses the skills and availability to bring in the right agent also we've introduced agent autopilot which allows the va to run a conversation on behalf of the agent this is for more of those repetitive use cases for example password reset additionally not only do we have users reaching out to the virtual agent we have actionable notifications actual notifications is where the va proactively notifies employees or reaches out to them for things like announcements ticket updates comments approvals etc finally we have users that come to the channel like via portal or email and the virtual agent has capabilities to help even in these use cases so via incident auto resolution or what we love to call as agent zero the ticket comes through other channels va intercepts it if it has a resolution it does this instead of routing it to an agent reaches out to the user tells them that they can help resolve their issue and after the resolution is proposed and um one sorry once the resolution is proposed and the end user accepts it that incident will get closed or request will get resolved and that requires no human interaction if it intercepts it and it does not have a resolution it will just route it to the appropriate agent so that's what's going on behind the scenes to enable this employee self-service so now we want to better understand how do we get started we've boiled this down into four major buckets our first one is explore so we've realized that most people are looking to understand where should i focus what should i build uh where can i get the most relevant use cases and the most value the next bucket would be build so this is around the builder tools such as nlu workbench and va designer to build and deploy solutions and then experience how to deliver a modern seamless and engaging experience to users so how to get people the help they need with the best experience measure is it working i have done all of this i've successfully implemented and what does the value look like where am i at what does this look like so this is a continuous cycle that's why we have this like arrow here to show that once you finish at measure you just are going to see the areas in which you can improve and then you'll start again and go through this cycle so next we have a couple questions for everyone and i will pop into the chat too and answer any questions if there's anything but we have a few open-ended discussion questions that i wanted to pop in here so what is your overall impression of virtual agents so far regardless of where you are in your journey you've you know you've implemented it you're thinking of it what do you what is your impression of it so far so if you want to throw your thoughts and ideas in the chat uh we could read a couple of those and that would be awesome and while you're thinking that i'm just going to throw the other question on the screen so that we can also consider this as well what are your organizations blockers to va adoption so we identified a few challenges thus far is there anything else that we haven't considered or that you are you know struggling to get through [Music] so let's see some impression it is great but the nlu did not understand as much as i had hoped out of the box we are building a lot more conversations out of the box so definitely look to the store release on a quarterly basis for more out of the box and as i mentioned that's the full bundle so it includes nlu va capabilities are very powerful agreed uh requires a lot of underpinning a heavy lift of implementation i would suggest looking through some of our services that we offer so that servicenow can support you with implementation that's really important to us it's awesome but extensive it's hard to get it all together again same thing with the services and attending sessions like this we hope to make it a little bit more attainable great but limited staff we find it difficult to implement we've definitely heard that a lot again why we are getting a little bit more robust with our services as well awesome feel free to keep throwing these in the chat we would love to know more um but with that being said just being mindful of time i'm gonna hand it back over to my team to let them keep going thanks isabella so i'm gonna jump in and talk about the team side of things for a moment because collaborative apps are really what brings out the best of va so most of you indicated well in fact i think 100 of you indicated that you are using teams right now with va and that's that's excellent because it allows people to work where they're comfortable where they're already at it's efficient it's functional it's quick to use right it makes you have an ability to actually encourage sharing and productivity if you think about it day-to-day work really involves a lot of different events a lot of activities supported by different apps when you have video conferencing apps you have calls you have sharing etc and you've got the ability within ms teams to actually open that meeting create a chat get an update from a user on an incident that's ongoing and so on and whether or not it's been resolved for them collaborate with other teammates within a meeting on teams to resolve something and integrate really with all of your systems so that you can use an uh employee center and other things to make it comfortable for people to really find va wherever they're working on all of their channels and so on one of the questions i think that we had in earlier while isabella was speaking was really whether or not you can use teams to get updates from end users and absolutely during a va conversation um your user is going to respond to the questions and it's going to be back and forth but also if it's been handed over to a live agent later on that live agent can still reach out via teams chat to get an update directly into their tickets so that's still an option for sure and next if you would jeff so the employee center as i said this is really consolidating all the portals into one place and and delivering seamless servicenow content and functionality with teams it allows you to see your employee center right within chains within the window that they're used to you can use your search your ai search and so on the employee center comes with itsm pro and there's an employee center pro with additional features as well that comes with hrsd pro but it provides employees with access to enterprise workflow right off the bat through the team's integration next live agent support so as i said if you're working through va and you come to a place where it's this isn't working for me the users already tried a couple of knowledge articles that have been presented you don't want them to get annoyed and just drop you want them to have an opportunity to go out and say i need to chat with an agent this isn't working and what happens is your live agent can then chat back and forth and you've got a full history of the actual interaction which is preserved so rather than having an agent have to re-ask a question they can quickly scan the conversation and see what's there and this makes sure that top quality service is there right off the start service operations workspace is a new version that's been created after the san diego family release our demo is going to show agent workspace but service operations workspace is really a combination of agent workspace and the operations workspace to bring everybody together into a similar field and make sure that we have operations and service management capabilities in a single space so there's a little bit of a different look and feel in the demo just for this one thing because this is brand new hasn't been built into our demo yet we're working on that now but it works for any customer who has itsm processes whether or not they have the it operations management side so the intent is to bring those things together so that you can actually see and and the service desk gets to see visibility of what's happening in the it operations side as well as being able to manage their calls and things coming through the nice thing with service operations workspace is that it has the improved flows for interactions and incidents it makes it easy to create problems and so on but really with teams it means that you can easily initiate a call with a requester to follow up on everything so this is directly related to the question you had you the user would select whichever ticket they want to work on and then be able to click through teams to create a call and get an update they can do screen sharing rather than actually share you know capture screenshots and attach them and so on you can write within teams do a screen share with someone to walk them through a fix that they're having challenges with right it's a much higher touch experience for complex and emergency issues and in addition to that we have as i said the the agent workspace is going to be used in our demo to show you what's happening there next jeff major incident management as well within teams you can create a team's conference for a major incident so that you no longer have to go to third party systems and so on to kick off the conference to get your groups working together on a joint resolution you can work the incident capture the data through the team's chat and so on and send team channel notifications from the workbench itself so just to kind of wrap up we're going to talk through another customer success story with our friends at levi strauss they integrated the virtual agent with microsoft teams so that employees across the globe could effectively request and receive services facilitating quick and direct lines of communication with teams really increased their agent productivity and their employee satisfaction after putting the integration in place they saw a deflection rate in cases of over 50 percent and customer satisfaction was surging to a hundred percent a first in the past 14 years so since they have a global service desk they were able to use microsoft translator which you're going to see in the demo that allows real-time communications in the language of choice for each side so the agent and the requester can be in two different languages and it's seamless to each other to get support so next i think we'll move on to a couple of more open questions and again please respond in the chat and we'll call out any of those that are interesting basically we're looking for what if you had a magic wand what would success be janet i'm going to go ahead and roll the second question here as well perfect and that's what features or benefits of va and teams would you like users to employ so is there anything happening that you would really like to see use more with employees all employees working in one place through teams absolutely okay if that's the most efficient place to work no reason they can't good one greg bi-directional recording of communication from teams to the service now record uh i believe that is in place i'm not quite sure what you're looking for lori but when there is communication out of teams from the bot or from the agent to the client that is also captured in the chat record request access to an application and have the role integrated with ad to grant the access yeah that that's not actually because of va or teams but absolutely that can be scripted in so that if you request an application you know the roles that are required and it's automatically deployed that's all part of orchestration right and users happy to self-service absolutely that's what success is supposed to look like with va and mem communication sent via email and teams absolutely yeah it would be really nice for users to be able to have a team's uh channel and see what's happening as far as a major incident constant updates and so on makes it nice and easy perfect okay and over to you jeff we have one more slide here oh sorry my apologies yes we really do have different things that a couple people have indicated it's a heavy lift to to actually get started with va it is and it isn't it it's one of those things there's a lot of little plug-ins to be put in place and it takes some effort turning on of the microsoft team side so we do have three different offerings available from service now that will help you actually implement and get started the first one is virtual agent essentials it's really a ramp me up that gets you quick started with 16 out of the box conversations it sets you up for success in that it shows you how to do it kind of teaches you to fish puts it into a development environment so that when you're ready to go forward you can move on your own the next one is enable me it's again you want to learn as you go through this with servicenow experts and we will activate 15 conversations in your environment in production and you're unable to continue on va on your own working through them so it's just a little bigger package and the other one is virtual agent optimize if you're running va you're not getting the best of adoption you need to do more things you want to be able to do a lot in va you've got a lot of conversations you simply don't have the resources you can use optimize and we'll do it for you we'll maintain it will set up and so on and for the question out there absolutely there is a cost to these services it it ramps up depending upon the size as always but there's also services available from some of our partners as well and the ramp me up is really quite quite easy and inexpensive to get started especially when you see the huge return on investment that comes once va and teams are working together you will get that time back in the time available for other projects in your rear months at most all right thanks janet really appreciate it um all right let's move on to the demo here folks um see we're just about halfway through our session we'll we'll take less than 15 minutes to do the demo here and then get into some more q a um before we get going i'd like to speak to a little bit about the prerequisites to do the integration itself right excuse me for this demo so sorry apologies um we're going to uh use some of a more recent build but you can use a servicenow version but any version of servicenow back to quebec would be supported to do the servicenow integration we would advise that you're as up-to-date as possible at a minimum you're going to need to be uncle back like i say and make sure that you've got virtual agents set up with at least a few conversations a few topics configured in addition you're also going to need to have the roles listed to perform the integration itself and then in terms of an overview of the integration what we're basically doing is linking your microsoft azure tenant and your microsoft teams client to service now so this is a bit of a high level diagram about what would need to be done to enact the integration itself um so what now let's go ahead and get into a demo of what your employees and agents might see when they have the integration at their disposal and i'm going to just set this up with a brief introduction to three different personas that participate in this particular demo it's an employee and two agents joe here is an employee and he's got a customer that he wants to present to in the office due to his company's return to work policy before he brings anyone in they need to be registered and then what we'll see in the story is once he does that he realizes that he needs to speak to a live agent well i have an agent that he gets a hold of is beth who speaks spanish and she is going to wind up transferring joe to a third agent david who will start up a call using teams um so let's get into it here i think we've got this with me i might have to refresh a couple of things since we've been sitting for a minute whoops there we go okay so sorry we would normally uh pop in here into microsoft teams and to access the servicenow environment we would go into the servicenow uh app and in teams here on the left navbar this is a custom configured application so your organization could call it whatever you want and have your own icon set up and you drop in to the chat i'm going to just kind of restart this chat to say hello and as you can see we've been working on this for a little while it's going to pop back up and respond with its own dynamic greeting you know with my name and oh sorry i guess i need to restart to actually make that happen dynamic reading and you can see here that there's an actual call to there we go call to action here about returning to the workplace i'll click on this one real quick it just is going to open up another page that talks about what's going to happen uh for the company's return to work activities i'm going to go ahead and close that though the reason again that joe is here is to log in a visitor so we're going to go over to employee center right inside of teams and as janet highlighted earlier this is a portal that accumulates multiple portals across your organization and could really help trim down the footprint and make it easier for employees to access different departments here we can see we've got hr i.t workplace legal etc there's a search bar you could use and also with the ai uh seeing that joe has registered guests in the past it's here it's a as a recommended app for him to a form for him to log into so we're just going to click on this and briefly fill out this visitor form so this is acne customer visit it's going to be in the san francisco office and let's go ahead and say that it's going to be this friday all day and the visitor that's going to come in is a person who's been in in the past john smith at acme we're going to fill out all of his stuff he's going to get wi-fi access and treated like a vp vip we've got his all his details here included in the form of the box and then for company employee i'm just going to take a second here and add in joe employee and we'll go from there so that's it to register a guest and then we will hit submit all right so we can see that this is all done and when we get back into uh employee center or back to the homepage within employee center we can see that he's got an additional request so for the purposes of this demo we're going to go back into the chat right let's say that you know we registered on a tuesday and we realized um later you know whoops we need to go ahead and sorry i'm going to go back to employee center for this we need to cater this event right we want to have a served lunch for our um guest and so what uh joe is going to do is search for catering unfortunately there's nothing in here for catering so he's going to come up with this idea to talk to a live agent so we just restarted this we've seen the call to action so i'm just going to go into virtual agent and find live agent support and before i click it i'm going to go ahead and introduce our first agent um hopefully she doesn't need to get logged back in okay beth from spain you can see that there's some spanish on the screen here so she's totally working in spanish i'm going to hit submit for a live agent to support all right so um dang it that did not work sorry folks just need to relog in here a bit i'm going to cancel this chat request and oh shoot whoops okay so it came in there i got to do this one more time sorry about that let's type in live agent support one other thing to add in is that we did have the uh requests that we had brought in um showed up in inside of the uh in in dynamic reading so here we go now uh that we got this set up we see that uh beth is online she's available to accept this uh chat so she's gonna click accept we're gonna open up her agent workspace um oh shoot folks i am so sorry i have the wrong person here logged in i'm wondering if i can sorry i gotta log into this again i apologize so i've got beth here i'm gonna go into her favorites and open up the workspace for her jeff is just showing the joy of live demo it happens here and for some reason i have problems so refresh here and i might need to impersonate this user one more time sorry so we sat a little bit too long and my impersonation ended so i'm going to go in here and impersonate beth hopefully this is useful i saw a couple questions in there about dynamic translation and working with the multiple languages so we are going to do that log into her workplace and then request live agent support [Music] so we're in here we're gonna log her on and okay so she's available live agent support all right so we're going to accept this again and oops we see the interaction of the joe has if if an agent would have been logged in properly that would have you know been pretty seamless for him we can see that uh she has a spanish uh greeting here but but it shows up in english on joe's side uh he's gonna come in and uh tell her just kind of copy this ticket number he's gonna say hi beth i got a customer meeting coming up all right so this is going to pop back up here for beth in spanish very nice so she's reading this and i'm just going to pop in here to bing and take this so we've done this little translation she's saying that she can help with the order and she's going to need to transfer him to another agent so she's going to respond again in spanish we can definitely help it comes back in english right works like a charm so um joe's gonna say great that's gonna come in and look to do a quick action to uh transfer to another agent so let's bring in our other agent before we transfer to him i should probably learn my lesson here i'm just going to shut this one off and refresh and make sure that we've got yeah gotta impersonate my other user who is david lu so david's going to come in we're going to enter him into the agent workspace and make him available and now we're going to transfer to an agent and here we have david david's gonna uh log in here get pinged and he's gonna accept this call he's a facilities agent that's gonna support the request um and he can click on this link and check out and see you know look through the history of the chat and see that there's a customer visit coming in he saw that there's a request for catering oh and i'm going to turn off his translation sorry so it's just that easy and you can see that it's all about catering so he's going to come back in and say um thanks beth joe can't help with this request all right and so i'm going to go ahead and take beth off and she's going to leave the chat [Music] david over here a little bit so that we can now see david working with um joe okay and and if we look back here in the chat we see david has entered uh we see his text and then beth has left and joe's just going to say hi david i need to run to catch a train can you please um right because um joe needs to uh joe needs to run so we're gonna go ahead and uh david's gonna say sure things mobile we're going to go ahead and close this window and bring up our mobile device all right so here you know this is standard teams in mobile um when we bring it up uh just going to click on this and we see the exact same chat pop up david is going to leverage his quick action to start a team's meeting um just like that okay and here comes the call on the mobile so i'm gonna answer this in just a second and then all right so there's the call so picking up here as uh joe and then i'm gonna click right here on the link and this is gonna pop up for um david and they're gonna uh cancel that continue in the browser and then both these folks are on a call so what happens in context of this uh discussion is uh joe is able to say my my guest has a nut allergy we'd really like a vegetarian lunch and at that point uh uh david liu goes ahead and uh creates a new ticket in the system for a vegetarian lunch and that is the end of the demo so i'm going to go ahead and shut down these calls and try to minimize the noise here and move back to the deck so hope hope that made sense to everybody really appreciate it and i hope it showed the value of all the things that could be done between virtual agent employee center and within servicenow all inside of teams to make things easier for employees and agents together we have a couple of other poll questions to run here briefly um can we go ahead and roll that second poll please if you are using virtual agent what are you doing to track usage okay so a lot of people using va analytics one person on the itsm success dashboard worth checking out if you haven't seen it yet other people have custom metrics and doing other things okay i really appreciate the the input here all right and i believe we're sharing the results now so thanks folks really appreciate it you know it's critical we have to be able to point to the success of the endeavor here if we're going to be automating va or automate putting va into teams uh so so thanks um let's see here i'm going to go ahead and move on i believe what we have left here is just uh to point to some of the other ref resources that are available um between using um virtual agent the implementation services and the service now for teams product documentation and other activities we have communities around virtual agent and a community for servicenow within our servicenow for teams so a lot of good resources you'll get this with the uh recording and we'll post the deck here as well post a deck on the community as well so um i believe at this point we're gonna move to questions so i can read some of the questions that are popping in the chat and we can try and answer them together so um jay is asking for the for this live agent chat in azure is azure in the middle or is it servicenow and teams directly connected that's a good question azure is definitely involved in the integration um and there is a direct connection with teams i'm going to need to take a note of that one and get back with the uh the specifics on it awesome um and then is there a scenario in the demo which touch basis on deflection i think we might need more detail on that question to answer i don't know well we didn't really show case deflection in the demo um it can i think it would be in a scenario where if there was a password reset or some other you know connectivity issue or like a vpn issue or something like that where either an article could be presented uh through va we just didn't uh do that particular use case in the demo today and and that's really part of what is captured through the va analytics and and the success dashboard is you can see where va is able to answer and respond to things as opposed to opening an incident or a request as well so there are deflection metrics we just didn't get into it in this demo so then the next question does the team's integration use a service account is that a servicenow account i guess i need a little bit more um background i'm not i don't fully understand what service account that references if dustin if you want to add a little bit more context in the chat we can try and answer that um until then we'll move on to the next question can we have the agent workspace pop-up come up as windows pop up agents will not see it if they are not in the agent workspace tab i don't think that's standard functionality typically when agents are available they're working inside of agent workspace is my understanding i don't know that something like that couldn't be set up but i don't think it's standard functionality okay and then dustin followed up with um the question on does the team's integration use a service account and said it would be a team service account used to do posting messages a team service account used to do posting messages um so the integration is i'm going to need to do a little research on that one i'm sorry i know that we have um there's the azure accounts uh are integrated and whenever the agent is doing uh conversations back and forth you know their information is passed um along but i'll need to look into that one and provide a little bit more depth awesome thank you and then does the agent to employee teams chat auto populate into the incident it it does happen janet i i want to make sure i don't misspeak here i know that i believe that it automatically populates i'm not sure if you need to select anything or click a button there is a configuration you set up as to whether or not you want it to automatically do it so you can have it turned on or turned off normally people will have it automatically go into the incident provided the incident is created straight from that interaction right not created and then attached after the case thank you okay another question say if there's a network issue when a teams and service and when teams and servicenow can't connect is there a default error message to let the user know that the va is not available i actually haven't heard that use case before so i don't have the answer to that but i can find out from our team well and keep in mind the va agent may still be available you may not have the team's capability but va itself may still be functional so you have to configure your fallback message based on that right so va may be directly available through the bot or through employee center but not with the team's integration at that time cool thanks and i see joe's note about agents are also taking calls so absolutely true um all right see more coming in excellent and remember folks bring these questions to our meetup the actual meetup session that jeff is bringing up on the screen now is going to have more of us available who have a lot of the hands-on actual implementation experience and be able to answer some of those technical questions a little better yeah and we'll go back and do the research on the questions that have come in so far today so thanks for that any other uh questions before we go ahead and call this one closed gosh we're almost at the top of the time just a couple minutes left okay if that's it let's go ahead and thank everybody and really appreciate your participation please do join the the meet up in a couple weeks and we'll look forward to chatting with you then and look for some follow-up from us on the community as well as to respond to the questions that we couldn't answer today and if you don't mind please do the survey at the end of the event we appreciate it thank you thanks folks thank you