so the first thing really i wanted to talk about is you need a team's tenant now obviously you will potentially have your own but if you want to just look at how this looks and things like that then you can always use the the microsoft developer program tenant as well that is what i use so as a servicenow employee i have my servicenow instance which we will be going through and doing the install on that and i have a 365 developer instance as well which is how i do all of my demos and i demo three or four times a week mainly to admit the uh guys in america so i focus on that although i do do uh ams as well so in terms of that that's your option to be able to get that and then you really need to sort of look at doing some setup and there's multiple ways to be able to do this the simplest way is to go into your azure setup go into your active directory and just make sure you've got the right permissions for that user that you're going to use both on servicenow and ensure to get it all set up as i said i'm using admin which is me so when this comes back to me you see that's mine and the key area that you're trying to align from this perspective is this user principal name because that will basically be the email address for example that you use within servicenow so that's the key they're the two things that need to be able to do it so it all links together so that's what it looks like in the azure side of things if we go into servicenow and if i go into my right option which i didn't have up so apologies for that if we go into the user side of things and we go into user profiles then then this is where you go in and you basically look for the admin so i'm just using admin you could be using whoever you're going to be using from that perspective [Music] go to your admin and you can see here without me opening the screen up this is what you're trying to achieve so those two really need to be the same so get those mappings right and you're in a good place to start so the next thing you need to do really is look at what you're doing from a plugins perspective so from a servicenow perspective there are many sort of four plugins but we've made it simple now so you can go and get those directly from the plugins and it will download those for you we also have them available in the servicenow store so you can just go into the servicenow store do a thing on teams search on teams and you get a bit more information about it as well and some various links and any sort of prerequisites or requirements that you need the same as anything within the servicenow store you can request it from there or you can just do it through typical plugins link like this to be able to do that and get that working be aware this doesn't happen straight away so you need 20 minutes to 30 minutes at least to actually get those plugins activated to be able to then uh move forward within sort of next step so once you've got into that sort of level then we need to uh start to look at doing the installation so i'll go back to this one actually and we're basically uh going in and installing the azure apps so this is the sort of screen that you would expect to be able to see once your plugins have been activated within your your instance so in this case we've got microsoft teams and we're going to click on the install now this is why this bit is quite important that you have those two users aligned so you can see directly it's going to be using my teams admin from my perspective as well and we're going to pick that account it's going to log us on it's going to do various things and basically this is just in the first level of activation and then the next thing that it will come back as you can see is expanded this script this screen so i've got four you'll you'll typically just have three in terms of the things that you need to basically authorize so notify connector is one of them the request based chat is another one and also the tab sso is the other one as well and you just click on these authorized tabs again it will go through this every single time and this will give you a list of permissions i get a lot of questions from customers what permissions do i need to be able to do this i would always while you're doing this just take a screen copy of these so that if anybody asks in the future what permissions have come you've got them there to be able to refer back to people as well so i'm just going to click on accept and this goes and basically does that part it will go back that bit's installed i then do the next bit and then i'll do the third one as well i have to go through all these steps to be able to take you to the next step so uh just bear with me a second while we do that and then once we've done this and you can see it's relatively quick and simple the way it does that um as i did mention though it's always worth having a teams admin with you just in case you get something that says it won't do it um because occasionally that will happen but i've not seen it too often but occasionally you do that's all done correctly and that's all in place so we've actually got all that bit uh simply done the next bit is to actually get that v8 part as well so from a virtual agent perspective then what we do is we go in and we type in this so you notice i'm using lots of shortcuts um apologies for that but basically uh this is all documented as well but this takes you to the messaging apps integration and you sort of learn as you use servicenow more that there's lots of shortcuts that get you to where you want to be um also save them as favorites good tip um uh to always do these now i've got a couple of other things because it's a demo instance so i've got slack and workplace from facebook also installed you may just have this this microsoft teams bit based on what you did from your plugins perspective and this one's really simple you can see here i've got nothing installed at the moment so again we'll click on install it will basically take us to that third party site which is teams and then it will try to log us on again that's why we're using the the same user across the board here and that's basically done it so that's all set up uh if i click on go to ms teams then this will now take me back to teams uh if i go back to this tab um this tab here you can see oh if i refreshed it you'd be able to see um that it will have my themes it'll come up in a second it'll have my teams installed so we've basically gone in and done that so i've gone to my teams and now what we need to do is we need to install the custom application um i'm going to show you two ways i want to show you this simple one uh the out of the box one uh if you go down to apps here and you type in rather than type in anything service now because you'll see on this screen i've already installed what i'm going to show you in step two but basically what you type in here is virtual agent and it helps if you spell it right there we go and this is the one that you want to basically add so you can go in and you can add this you would have add rather than open and this will take it directly into here and you can see it goes through an installation to tell you who it is gives you some tips about what you can do and then it will link directly to whatever you have within your servicenow environment so you can see from this perspective we have all the different and i've got a lot because it's demo environment a lot of different conversations from a virtual agent perspective which you can utilize to your customers you may have a few this is really the key driver the virtual agent part these topics and conversations that you have will really drive those cost savings and help the user to help themselves a lot simpler and a lot easier so that's one way but it's it's not branded at the moment it's just called virtual agent there's nothing special i've done around it and we're missing another bit which is the ability within servicenow to have the portal embedded as well so we can have the employee portal or the service portal embedded within this particular thing and to do that you need to take a little bit of a different different look at things so if we go to back to service now and we type in manifest i have to make sure i can spell this right what you have here is that ability to under service now for microsoft teams part of the plugin you will have a service now for teams now dependent and you'll also see that that's updated now so we've got my team site that i've got um if you go into here and you've got that service now for teams manif application manifest it may look slightly different so this is my own version i've also got a san diego version they do exactly the same things but i will show you both what you have the ability to do here is if i move this back to draft for example we've got the ability to change the name so that name at the top will be different and it will be a custom application you can change the full name you can change the images if you want so again you can download images just make sure when you do the images they're the right size both in terms of size and number of pixels tells you to help how big they need to be otherwise you won't get past this screen uh you could also enable the tabs you can call the tab name for the portal something different um it could be either your hub or employee center or you'll see i've changed mine to a different one and just make note of that version number and explain about the version number in a couple of minutes so what you basically do for this is you then do move to ready and then you would download that manifest file and that will basically appear as a zip on your desktop or laptop whatever device you're using to be able to do this and then that's what you need to use when you go back into teams so from a team's perspective what you would then do is you go back to these apps that we had here you'll go to the manage apps here and you'll go to manage your apps and you can see here you can upload an app now i've already uploaded mine but this is where you have that ability to be able to do that and this is then when you get that custom application that you've got so this is ultimately where for example uh if i go into this spelling it correctly uh from a servicenow perspective um i should have my app here just check um but that's where that manifest file will actually upload itself and as i said it will look different within slightly different how you do it within san diego so if i very quickly go to san diego i can show you how it looks from there as well the options are the same we've just put a different gui in it so it's exactly the same so you can see here you go through the generic you configure the virtual agent you configure the tab you'd be in the ready you'd have this permission and then you download the manifest file so exactly the same options it just takes you more of a step case through to be able to do that once that's in place and you've got that then as i say if you go into the apps you've got that ability to upload those apps and you can see here on my san diego one i've got my service now for teams actually already installed so if i go to my teams um window which i've got open so let me just go to here you'll see i've got the app here and you can obviously pin it and pin it how you ever want to do it now again how do you get this onto your end users will be down to your team's admin some people will get them to request it themselves some it will automatically be pinned it's entirely how your organization wants to be able to do that they need to again have a service now user id and a um and teams user obviously and have those linked together by something like the email address a little bit like what i showed you earlier on but obviously they don't have to be the admin and that means they can just go to and fro without having to relog on or doing anything silly like that so it's just a lot quicker when i go to my team's chat you can see here this is my virtual agent so i can give it my own name or icon if i'd done that i've called the portal my own portal so i've called it my portal and more importantly you've got the portal available so previous versions from quebec and before when we did this it was a separate portal that you had to configure to be able to get this to work now it's not so from i think it's from rome onwards um if might even be from back onwards um it's not it's you've got that ability to basically set a mirror but it's still a separate portal but it mirrors the one so you can see in this case this is my employee center so if you went on to my servicenow instance type deploy center this is what you get it's exactly the same if i change something in the employee center it will change in here as well so that's that's really quite key and simple and just makes management so much better so that's really simply how you've got that up and working it really does not take thank you uh jeff just said that the employee center was launched in home so yeah that's really very simple to be able to get that up and working and you have the basis there out the box installation using your virtual agent conversations that you already have so if i go into chat now i have the ability to go into here and just type hi as we saw before and this is the way you can actually kick off those particular topics so very simple very easy um you can make the conversation at the start what you want it to be and but that's all around the virtual agent designer so you're going to the virtual agent designer and these again are replicated they're not doing anything special for teams here it's what you're using within your standard servicenow instance there are a couple of shortcuts in here which are just worth uh knowing especially for me uh when i'm doing demos because i have that ability to be able to exit out of things if i want to be able to do it so we'll see this exit in a second he says hopefully ah didn't work at that time typical there's a couple which we can use i can use restart as well so these are just some shortcuts that you can use to basically work within the agent if you want to be able to do those now what i want to very quickly show you is we do multiple things that work within servicenow so we have these ability to be able to utilize the virtual agent to be able to link into third parties to be able to check ticket statuses for example you can use what comes out of the box but you can also use and create your own as well to make them a little bit more sticky so again if i go into this it's just going to give me a list of all those incidents that we've got from that perspective so it's very powerful in terms of what you can do um so if i want to look at one of these for example i can go in and say let's have a look at what that is and it will come back and tell me a little bit more details about that particular incident so very powerful very simple to be able to allow you to do this now with this i can also add comments um with itsm pro you have the ability to do comments now another thing i want to show you really sort of power of nlu and i'll put this demo in specifically um so when i type for example i want to order uh an apple uh notebook for example what it will do is it will look at how well i've trained the nlu and i've deliberately trained in a certain way so that when it goes off and does things it doesn't necessarily always come back exactly what i want but your system starts to learn so if this is a sort of default then it will come back with what you wanted for the default but you can consider so i don't want to consider continue with that one what i do want to do is i want to move forward with this one so if we go into here this will now come back keep searching yes and it will carry on doing those checks and this time it will bring up what we see as a carousel which you've probably seen within the servicenow portal and i can pick the thing that i want so i'm going to pick up the macbook air and from this perspective i'm going to go and say i want it you could prompt how much memory do you want how much bigger screen do you want et cetera et cetera i'm not going to do that so we're going to proceed with this button and once we're getting into this sort of level i've also tied this into um i've turned this into approval process as well so what i also have is an approval process so i'm his manager i've got this on my mobile phone so what i can do is uh shall i submit this request and i have the ability to be able to do that and then this basically will go through and it will go through go through an approval process so you can see in this case we've got the approval process this can be directly on here or it can be through teams and i can just go through and i can type something in teams and just basically approve this there we go and we can basically go ahead and move ahead with that so again we can do approval processes on this um what we also have the ability to do is talk to an agent so if i just use a different persona so i'm going to go to storm in this case and i'm going to say i want to speak to an agent so i will talk to an agent you can see all the different notifications coming back so you can do notifications very simply and very easy create your own there are some out of the box but create your own to be able to do this it's going to connect me to to live agent beth has a minute to answer it so i'll quickly go to beth who is my service desk agent uh we can see here beth has a world cup appointment but she also has storm trying to talk to her click on accept and again this will go to multiple people if it's um if it's uh if you've got your chat queue set up correctly and then whoever answers it first is the one that has the conversation we can get storm having this conversation and then if you go back you'll see this conversation can carry on in text for as long as you want it to be or alternatively we have some shortcuts so one of those shortcuts uh you can see from this little quick actions here is to be able to actually turn this into a team's call so very quickly we can turn this into a team's call this requires a little bit of configuration on teams to be able to do this but it's literally a 10-minute job this will then send a meeting invite to beth it will also send a meeting invite to storm if we're going to storm you'll be able to see he's been asked do you want to accept this call and you can have a vocal call rather than do things to type so very simple very easy uh very nice to be able to manage um i'm just going to i'm not going to join it i'm going to close it because otherwise we'll get lots of feedback and i'll go back to beth and i'll do the same and you will be able to see from here if i go back here we've got all those details here and if i wanted for example i could also go in and very quickly create this is an incident you do have options at the top here as well but i could say sap log on error and that will now create an incident uh directly pass that information into beth and also pass that information directly back to storm so again very simple very easy we've been able to create this uh and be able to get those sort of levels of detail that was employee talking to a um a agent workspace queue but we could also do it from best perspective so if beth goes and looks at all the tickets she's got open and we'll pick oops remember the latest one in there let me refresh so when this comes back we will see that we've got beth's one uh and when that comes back we will click on that and on the right hand side so just for those people have not necessarily seen san diego yet this is agent workspace but actually specifically the service operations workspace so he's taken sort of agent workspace that we saw in rome uh taking it a step further but what you've also got is this bar down the side so it does look different it uses a new interface um and we have a little bar down the side here where we could start an ms team's chat so the first way was employee talking from teams actually into service agent work space this one is actually going to create a team to teams chat and then this is automatically the conversation that you have typing is then automatically imported into into the activity log as well so that you've got a full activity log that happens and that's just a very quick overview i just thought it was worth showing a couple of features that you might not have seen so hopefully that's been useful i see there's been lots of questions that's the end of the demo