hello in this session we will demonstrate how an application owner uses servicenow within teams to quickly resolve an issue using virtual agent service operation workspace and major incident management here is joe joe works for a global fast food company they sell burgers fries ice cream and more year-over-year ice cream sales have gone down because their outdated machines are constantly breaking as a result management has invested in new machines to digitize the customer experience by allowing them to pre-order using a mobile app for pickup joe is an operation manager who is overseeing this new initiative one day he got calls from store owners that no one can place an order joe needs the vpn to check the server but unfortunately his vpn isn't working joe uses virtual agent on teams to resolve his vpn issue but the suggestions were not helpful so he makes a request to speak to a live agent the next available agent is beth who only speaks spanish beth quickly learns this incident should be a p1 due to the severity of joe's incident beth escalates to david who is a major incident manager they will promote the incident create a war room and invite on-call technicians using teams to resolve the issue quickly now let's see this in action here is joe and joe will go to virtual agent name alfred he's going to start a new conversation and since i know the topic i'm going to select vpn connectivity and the bot is going to ask a series of questions provide a solution which i'll say it was not helpful it will look up a kb article which i can click here and it's going to service the kb article all within teams and did not resolve my issue and i want alfred to open up an i.t ticket great now i have a incident and i can go here open the incident but you notice something the urgency is low and i need to get this resolved now so joe is going to talk to alfred again but this time i want to talk to a live agent notice that alfred will also surface the incident outstanding incident for you as a greeting so before i talk to a light ask for a live agent i'm going to bring in the live agent so here's beth and as you can see beth everything is in spanish and beth is going to go to her service operation workspace and she didn't go online so now joe is going to either i can say live agent or support or i can just say type in i need to speak to an agent alpha will will understand that and ask do you want to talk to an agent so i do now alfred has has asked beth or whoever is available to pick up this conversation so beth gets prompted she accepts great and now they're both in his conversation here joe can say hi beth and within a few seconds this english gets translated to spanish okay so now bath will need to respond back to joe but in order for me to do that i need to say something in spanish so i'm going to use google translate and i'm going to copy this paste it here spanish i'll go back to alfred and respond within a few seconds as you can see it gets translated back to english now beth needs to escalate this um this incident so she's going to transfer this conversation to david who is another agent so let's bring in david so let's bring david so here's david again dave is going to use service operation workspace david is going to go online and beth will use a quick action here and say transfer to an agent the next available agent is david so click david david gets prompted to join the conversation he does now they're all in the same conversation beth can leave now let me bring in dave oop let me bring in david so now david can see the conversation and since he speaks english she can see everything in english let's try it back to english and here we can see that joe some information about the requester so there's an open record here and david can look at it you can see that we can go to the incident and this is the incident that we want to promote as a major incident so he's gonna get that and go to the record itself so now he's in the incident record and he's going to promote this as a major incident so now the incident is a major incident and here we can go to view workbench and this is where you can create a a war room we click collaborate click add create a new communication plan let's call this ice cream server reboot instead of a chat i want to create a conference because i want to create a war room and i'm going to initiate it so before i initiate it so let me remove joe i'm going to bring in an engineer so the engineer is on his mobile device and we're going to call him hit initiate i'm going to call the white the engineer let's start so now david gets prompted he joins i actually do i can get joins and i'm going to join tune it's not that client great now david and dwight are now in the meeting to resolve the issue so that was a quick demo on how an operation manager global help desk i.t operator and technician collaborating all within teams to quickly resolve an issue no matter where they are what language barrier and on what device i hope you found this helpful