okay great looks like we've got a global crowd here very exciting uh got some people from uh all over the u.s norway canada india germany um so very exciting uh happy that you guys have joined us today uh we are going to be talking about uh our latest webinar here uh case in knowledge management the what why and how of deployment just a few housekeeping rules as we get started this morning please stay on mute there will be a q a session after the presentation today so please feel free to use that q a feature to ask questions throughout that session and also as you're asking questions in there please feel free to add your name um and maybe you know your organization so we understand who you are and can better support you this session is being recorded and once the session is complete we will be posting it both on the community and you will also see it on the youtube channel we'll also post the slides there since there are some links that you may want to have access to after the session and then once the session ends today you'll have a short survey that we'd love for you to fill out and give us some feedback on what was helpful what information you'd like to see in the future we really take that information ahead and use that to help plan future sessions so thank you guys for joining us again today um just wanted to introduce your hosts uh this morning uh my name is stacey purzell and i am the principal portfolio manager in the leading practices team here at servicenow i've been here for about a year but have about 10 years of experience on the platform prior to joining servicenow i was in the partner ecosystem working with customers to help them with their implementations uh with me today i've got sandeep and ian sandeep you want to introduce yourself yes uh hello everyone this is sandeep tandon i am a principal solution architect at service now i've been at servicenow for about four years working in our employee workflows part of the business and i've been in the industry for about 25 years working both as a consultant and as part of large global business services organizations so look forward to the discussion today i'll move to here thanks sandeep my name is ian posnick i'm a also a solution architect here on the employee workflows team uh my background is i've been a technical consultant in the hr space for the past five and a half years or so and i've worked in previously within the hr industry so i look forward to our talk today great guys thank you so happy to have you here with me as well uh as we go through this uh webinar today's session everyone is a part of the live on servicenow series which is a curated event series to connect you with servicenow experts and peers that can help you with deploy your products faster and achieve that value quicker join us next month for a roundtable discussion with experts and peers to discuss and answer your questions about activating and configuring case and knowledge management and we'll be posting that link in the chat so you can check out the upcoming events sorry about that and um i i see some familiar names in the attendee list today uh we did have a session last month that i saw a few of you joined for those of you that may have missed last month's session it is available now on demand so you can get that overview of some of the the features and capabilities that we covered in hr case and knowledge that you can deploy uh tips on how to plan that implementation and also ian gave a really great demo around some configurations uh step-by-step guidance to help you as you launch some of those capabilities so again that information is available on um the community channel as well as the youtube channel and we'll be posting that link in the chat as well so that you all can access that pretty easily all right so let's get started um our agenda today during last month's webinar we asked the attendees what you wanted to hear about next and the overwhelming response that we received was around service automation for cases as well as some of the integrations for hr case management so we're going to talk a little bit about those topics today and in today's session we're going to share an overview of uh the features that are available to help you with some of that service service automation we're also going to look at some of the the capabilities and features that can help you as you plan through those steps we'll take a deep dive into the integrations that are available for you to show you what different things are um available on the store and how to kind of plan for that integration as you're going forward and then ian's going to walk us through configuring some of those features uh to show you how they can be set up within your instance and then we'll wrap up today with some key takeaways as well as provide you with some information about resources that will be available to you to help you plan your next steps all right so i'm going to hand it over to sandy to talk about case automation thanks daisy yeah you can just move to the next slide so uh welcome everyone again uh let's talk about automating hr cases and tasks so why why is it important to do this kind of automation around your hr services or hr cases within your organization as we've all seen in the last couple of years there's been a lot of increased focus on employee experience and a lot of companies are trying to figure out ways to improve the employee experience so much so that i think a lot of companies have specific roles you know just focused on employee experience employee experience leader or employee experience manager whose sole job is to look at all their internal processes within the organization and figure out ways to improve the employee experience so a little bit of you know what happened in the consumer industry from a consumer experience perspective is what's happening on the employee experience side within organizations because end of the day they are the consumer of services for the organization and all of this has got a fair amount of strategic intent also i mean if you look at the code on your screen employees dissatisfied with workplace technology are two times more likely to look for new positions externally so from gartner based on their research so so clearly there is a sort of a strategic objective to try and do automation to improve the employee experience uh let's move on to the next slide stacy thanks and uh some of the other benefits you know that automation will bring across to us are increasing hr productivity so if we are able to automate the work obviously we'll do more with less and do it faster reduce errors and compliance issues so the chances for manual errors go down we just need to configure the process once in the system and hopefully it works well after that compliance is something that organizations sometimes struggle with and you could actually build in your compliance into your processes i mean if i was to take an example of processes related to finance or compensation within hr you you want things like you know the checker and reviewer process or another set of eyeballs to look at the work and then you need to keep that record for your audit uh within the organization so your automation through case management can help you track all that into your workflow so with increased productivity and reduced errors it improves the service delivery and of course improved service delivery leads to a better employee experience so clearly the case you know in terms of what we are proposing here uh from an automation perspective for uh services uh stacy move to the next slide so servicenow provides you a whole arsenal of tools to be able to do automation around uh case management now during the course of the discussion i'll also use hr services and hr case interchangeably uh the rationale for that being that hr service is what we configure in service now and every time a user or a requester invokes that service it results in the creation of a case and then that case follows its logical conclusion in terms of the workflow that we have configured for that service right so i may use it to interchangeably so as i shared that servicenow provides you a whole arsenal of tools whether it is in terms of tasks that you can build in into your case management workflow or approvals or even other child cases you know under a parent case to resolve the query or the transaction at hand there are some additional features which are also available and we'll talk briefly about those also like fulfillment instructions document templates etc we can move to the next slide thanks yeah so before we get a little bit more deeper into the options available to you for automation we thought it'd be good to just get a sense in terms of uh how you feel about the level of automation in your service delivery operations and we provided you four choices you could read through them but fundamentally it's you know if you are really at a sort of a starting point and and and doing manual or service activities or the second option is if you have advanced a little bit more and do doing complex activities and life cycle events and third is that you're really leading the way in terms of automation and you've achieved a lot and uh the the fourth option is of course you know maybe you are just looking for guidance to move up that maturity curve so so do provide us your responses uh you know if if the poll is on your screen right now is the pole launching for everyone there it goes yeah there it is yeah yeah yeah so while you answer you know the poll is kind of useful for us also because these sessions are not just one-way traffic we learn from you also some of our customers have really done great stuff with their servicenow implementations so you know we pick up on those queues so it's really a community to share you know what we have to share and learn from you also at the same time okay so we got about 50 participation uh maybe we could continue with the poll some more uh but i think the trends are pretty much uh evident you know the the way it's coming across so clearly uh a large portion of the population you know looking to get started and and uh this call is definitely the right place to make that start and then of course you know a lot of other folks who really are at the initial stages you know the response is about 35 percent to the first question and and uh again not surprising because we've seen this uh you know a lot of companies when they are migrating from the traditional case management that they would have used uh it takes some time to evolve to all the functionality that servicenow offers so so it's really a journey yeah anything to add uh my fellow panelists to the poll results no i think it's it's really great that we've got um people that have responded to each question so it seems like our attendees are kind of across the spectrum which is really great we've we've only got a few that are are fairly advanced here um so it's interesting to see that everybody is still kind of uh in those stages of learning so hopefully we can uh impart some of our wisdom uh and give you guys some tips and tricks and and ideas for your next steps yeah absolutely yeah yeah thanks uh we can remove the poll now we can close it and let's move to the next slide uh so [Music] as as stacy shared you know thank you all for providing us your inputs and it's a journey in which we are all together as you heard we have another session coming up uh in a few weeks so hopefully we talk and discuss more and help you get on with your journey so uh moving on you know as i shared that uh i'll use hsn this is hr cases interchangeably so when you get into configuring your hr services uh these are the options those are available to you and those of you who are familiar uh with with the configuration as you go on to the configuration screen you see an option for fulfillment type in there and uh there are more choices than these four listed in there but the other like advanced etc are really a combination of one or two of these so so broadly there are these four options from a fulfillment perspective that you may choose to automate your services uh manual you know i probably wouldn't talk much about it uh here because that's really the simplest form of case management but even then it is automation even though it is simplest automation and it does serve a great purpose and we've seen a lot of our customers utilize this very effectively you know in terms of setting up a manual fulfillment type so we'll talk a little bit more about other ones as we move forward the remaining three so let's move on to the next slide and talk about service activities sure and uh sandeep i just wanted to add to i think what we see a lot in the image is that you know we've experiences that a lot of those organizations start with those manual processes and manual fulfillment so if they're starting out with an mvp approach or you know they're just trying to get their feet wet that's where they start and then as they get more mature as you get more of that data back around those manual services that's when you can start that effort of reducing some of those efforts to tier one and two and increasing some of those self-service or tier zero activities or using automation to reduce some of those repeatable and manual steps so that's where we see um companies really start to embrace some of these uh different fulfillment types uh as they mature yeah yeah absolutely yeah so uh like we said you know manual is really the starting point where you would set up your services but if if you have processes that are well defined has a simple workflow logic associated with it and includes a few actions tasks or activities to be undertaken to complete the cycle of that service then you should use service activities to build that kind of nhs service so it can either be a task that you assign to somebody it could be an approval that you need from the employees manager or somebody else within the organization hierarchy or you could even inbuilt another child service within a service to utilize service activities so the example that you see on your screen here is is somewhere where an employee needs to provide certain kind of documents so the first task assigned to employees to upload the document and then the manager has to approve the document so that's the second task in there and then finally the agent needs to file away the document either within servicenow's uh edm module or or swivel sharing to another module so that's how you configure simple service activities and a few tasks to take your case to your logical conclusion uh let's move the next one and uh so service activities work well for uh simpler kind of workflows but the moment you have a complex workflow or an event where you know it is uh got multiple activities in there and those activities are sort of phased in a way that they may be periodic something happens first then then something happens after that and and there are various uh sub segments or you know activity sets and activities within those activity sets that you need to configure then we recommend using the lifecycle events engine the example on your screen is an onboarding lifecycle events case which typically is the easiest example but not the only use case for the lifecycle events engine so it could be on boarding off-boarding cross-boarding leave of absence or you know maternity leave anything that you feel requires you know a longer-term period to complete the the cycle of that service and also at times you need to go beyond the the hr team to get fulfillment across some of these areas so you want to include your facilities team or your it team that's when the life cycle engine comes into play where you would group up these activities and then the case follows logical flow can be for a month or two months or even a year long how that case goes so we could move on to the next slide so just to sum it up simpler activities go under service activities more complex actions get classified under life cycle events and these two are really standardized workflows those are available to you when you select each of this fulfillment type uh within the servicenow hs service configuration flow designer is is sort of an added component because it gives you a lot more flexibility so if you cannot solve your issue using the the previous three options you know manual service activity life cycle events then you sort of fall back on flow designer and floor designer basically can take care of advanced trigger conditions it can even update records not only in your own servicenow system but into a third party system so what you see on your screen here is how a workflow is configured not very difficult to do of course you know you need some understanding of the system but most of it you know is logical plain english that what triggers the flow and then what are the steps within the flow so you need to ask for an approval if it gets rejected then what is action if it gets approved then what is the action and so on so forth you could create your whole flow logic in terms of how floor designer would create your service so floor designer could be an independent service the way you want to create it or it could be part of any of your life cycle events or service activities the way you would like to utilize it uh just moving on to the next uh slide please so a simple comparison sorry a simple comparison across all three you know what i summed up for you that service activities and then you could probably read through some of these items here service activities really are simpler classification for well-defined process more complex environments over a longer period of time you go for life cycle events and if you have more complex requirements that require more flexibility than what is offered between servicenow and life cycle events then you fall back on the floor designer so that's really the options available to you let's move on yeah other than the fulfillment types that you would choose there are certain other options that you can configure for yourselves hr fulfillment instructions is one of those options now this is you know in our experience a fairly underutilized option by a lot of organizations you know they don't spend enough effort to to sort of load in the fulfillment instructions but if you are thinking of scaling up your operations if you're thinking of standardizing service delivery then fulfillment instructions become really really important you can even have fulfillment instructions change based on you know if the same cases be held by a different team for example a case in europe for tuition reimbursement may have different fulfillment instructions than a case in u.s for tuition reimbursement so those kind of variations you know that that you need to do or even specific checklists etc that you want to build in in completing the case can be incorporated through fulfillment instructions so so do try and include it as much as you can into your service delivery i'll move on to the next slide sometimes we need documents as part of our hr service and simple examples are an employee verification letter that an employee is looking for or even signing an nda or any kind of a declaration that you want so servicenow provides you the option for document templates you could load these templates into the system and then add them into a workflow that it gets kicked off either when the case is invoked from the portal or at the back end you know by the agent and then the document will follow its course in terms of pulling in information already available in the hr profile of the employee to populate some information then it can go to the employee to update whatever they want to update or to sign off the piece of the information and then it could go through the next level either to the manager for an approval or for added inputs the agent can also view it again once it comes back to them if it's all complete if not they can send it back again for updates so that's a simple way of automating any kind of documents that that you may need within your organization so so clearly you know something that has been used extensively by a lot of our customers especially around onboarding of boarding document requirements and of course you know the various kinds of verification letters that employees look for employee forms is another way to look at automation and what employee forms does is that you need not always create a case sometimes you are just looking for an input from the employee to figure out whether you need to create a case around it or or that input itself is something that you collect and stored separately so employee forms basically are assigned to the employee now these could also be included into a case if you would like but whether it's just a form of automation that's available or you could just assign it to an employee as a to-do task so the example on your screen is where you are trying to collect some information around any intellectual property that your employee owns so so it's just assigned to the employee to say that do you have anything to disclose around your personal intellectual property or invention disclosure so the response is no it just gets stored no action required but if the response is yes then the system can trigger additional flows or a case etc which may be required to capture additional information so a useful feature sometimes to think about uh you know how to get input from the employees on specific items now moving on to the next one advanced work assignment now you anyway configure assignment rules when you configure an hr service and they usually assign work to specific group but advanced work assignment what it would do is it will really give you the next level ability to say that even if the work is going within certain groups how do i assign the work based on the availability of the agent based on their capacity and based on their skills so for example if agent a has 10 cases and agent b has 20 cases and you have activated advanced work assignment the system will intelligently give the work to the agent who has 10 cases because the agent with 20 cases probably already overloaded or s or there's a payroll case that has come in and you have specific people who have skills around say case management in poland for payroll so based on who has those skills the system will assign the case to that individual so something for you to think about if you're not using it already advanced work assignment and moving on to the last segment bulk case creation again nothing required to be configured here this capability is available out of the box and you could utilize it if you are not already using it uh all it needs you need to do is to pick up any of the services that you've already configured and you want to create a bulk case around it you can define the employee population for whom you want to create that case and then create that case either as a parent case with all other cases as a subset or as as independent cases for those employees so definitely a very useful capability when you want to generate cases at the back end which have impact across multiple employees so in conclusion of this segment uh basically you know when you start in terms of automation around your hr services keep in mind that designing and managing your hr services is a continuous improvement process so whatever you created today doesn't mean we can't revisit it six months down the road you can and you should keep continuing to improve it so the starting point is to identify the typical pain points or feedback you're receiving from within the organization that what can be automated what they're looking at for automation perspective identify those pain points prioritize them and then do not just get into automation without defining the end-to-end process we strongly recommend this because process improvement precedes automation you know we don't want to automate a bad process so so always look for improvement opportunities before you get into automation and then obviously you know when you're doing that automation also our recommendation is to try and stick to order box as much as possible do not over engineer the process that it creates a lot of technical debt and becomes difficult for you to maintain over a period of time so so so simple recommendations as you think through automations and uh of course in the demo you know and we'll share some more in terms of how you can go about achieving it let me pass it back to you stacy for the next segment great thanks sandeep um so that was some great information around automating cases one of the other things that we really heard that you all were interested in understanding more about are the integrations that are available for hr so we wanted to make sure to cover some of that information as well today especially since integrations are a key part of that puzzle when you're designing these engaging experiences for your employees not only do you want to make sure that your agents are finding the right information to support your employees but the integrations can also help ensure that your data is up to date so that's going to give your employees confidence in the support that they're receiving from hr the hcm integration is also typically the first step um when you are doing your hr service delivery implementation so we want to definitely highlight some of the capabilities that are available for you with your hcm integrations in addition to that there are other integrations available as well around e-signature workforce management background checks tax withholding and we have quite a few integrations available for learning management systems as well these are pre-configured integrations that are available on the store we won't be covering all of those other integrations but we want to make sure that you are aware that those are available so that as you're doing some of your planning you can make sure to check out some of the capabilities that come with those pre-configured integrations when we're talking about the hcm integration one of the questions i know i heard a lot and i'm sure ian and sandeep got a lot too is you know what what do we do in servicenow versus what do we do in our hcm system um so the the key is these two work together really really well the system of record is generally your hcm that's where your employee data is so when uh all of those transactions are taking place around hiring um off-boarding or payroll are going to take place over in the hcm but in order to really help your employees throughout their tenure at your organization you're going to need some of that information that is housed over there to process some of the cases that are going to come across so the system of engagement and interaction is really service now that's where you're going to see some of that the handholding that your employees are going to need the information that is going to walk them through those processes is going to be over in service now so what we want to know from you all is where are you at as far as your implementations with your hcm system of record let's go ahead and launch that poll for everyone give everybody a second find out if we're seeing kind of a similar spread to what we did with service automation or if some of you all are a bit more advanced all right we've got about half of you that have taken the poll so i'm going to go ahead and end that and share the results um so it looks like again we've got a spread of uh where you all are at as far as your maturity it looks like we've got quite a few uh in the early planning stages so we are going to share some information to help you through that stage um we're also going to share some information about some of the advanced configuration that is available as well so um hopefully some of you guys that have already done an implementation may be looking to do some of the next step um so as we move on um you know we want to make sure that those hcms are helping build that foundation for the employee service delivery you know the capabilities have enabled companies to leverage that employee data and increase the value of the solution so doing that not only with hr but across some of that omnichannel experience and then as you get more mature uh using it for some of the life cycle as well so passing some of that information back that may be needed by other parts of the enterprise that your hcm doesn't support so that's another critical piece to the integration with servicenow and then some of the common use cases that we've seen that are really key to making these two systems kind of work together hand in hand is the ability to synchronize some of that important employee data but also giving those employees the ability to look up information that they want to be able to have access to easily and you want to um also as you're kind of introducing that employee experience you want to have that one-stop shop for them to go to so having it in service now makes it easy for the employees to know oh i need something i go to service now it also can help share some of that activity that needs to take place that the the employees need to take action on so some of those to-do's that they may have to complete some of those requests that they have to fill out can also be shared between those two systems and as you're going through and defining what does this integration look like or as you're maybe expanding your integration you want to clearly line up your goals so what is needed what pain points are you going to address how is it going to improve work what processes are included and understanding those stakeholders that are involved and documenting those processes end to end as well as where some of those data points occur along the process and what system has that information then you're going to define those requirements as well to understand what technologies and methods will be used are you going to use rest so is there encryption needed is there um performance load concerns that you may have regarding the number of records those are things that you need to talk about during that requirement session and then finally um that method determining that integration method that we talked about there are pre-configured store apps we're gonna show you some of those uh the integration hub spokes and then also the custom integrations that are available keep in mind custom integrations are going to take longer to implement and are also going to require probably more maintenance from your teams as well as making sure that for custom tables you meet the licensing requirements so you may have to extend some of the licensing that you need for additional tables as well as your technology requirements your technical requirements you need to define security error handling data formats and quality volumes event triggers that's going to be really key for your team as they set that up and go into the implementation phase and a lot of organizations do pilots and proof of concepts as well as end to end testing during this phase to make sure that the information they're expecting to see come over does come over correctly we have some uh implementation guidance that we can share with you too so we'll be posting some of those links in the chat before you get started with your integrations though we strongly recommend that you use that enterprise service management integration framework this is going to install some of the common components that can be used to integrate with these third-party systems such as your hcm or your lms or other systems that you may choose to integrate with so it's going to give you those key points for your integration sources your tables for those to-do's to share that information the to-do's widget so that it displays on the employee center as well as those external data staging tables for storing data sent to the third-party systems from servicenow and part of the pre-configured hcm integrations that are available on the store um for success factors as well as oracle and workday we've got the profile and to do's integration which is what a lot of organizations start with so it's your employee data departments jobs positions there's also advanced integrations available that are going to have that data on demand so some of the information is going to include holiday calendars pay slip information uh total rewards detail there's also ui widgets that are available for those so that they display on the employee center so again making it that easy employee experience for your your employees to get the information that they need there's also some virtual agent topics to make it easy for them to self-serve some of that information as well as record producers and services that can help expedite some of that request process back into hr so some of the key takeaways we want to have um define governance early because planning and design are going to be really critical to making sure that you've got the right information uh that's being shared between the two systems take advantage of those pre-configured integrations uh that's gonna save you time and maintenance as you go forward and then also really key define the roles and responsibilities for ongoing maintenance and support is it going to be i.t that's handling this is it going to be hris are they going to work together they need to communicate with you when there's upgrades or maintenance schedules or changes that are happening to those systems so that you can make sure that everything's going to flow efficiently for your employees all right i know we covered that quickly i wanted to get to ian's demo so ian i'm going to go ahead and turn it over to you um so that you can share how some of this works within the instances okay thanks stacy appreciate it okay so um i want to cover really briefly some of my favorite parts of automation in the system and that's really going to be around the service automation and service configuration so when we look at an hr service we talked earlier about the different fulfillment types would be manual service activities etc and i thought it'd be nice to just show a brief demonstration of how that can work and how we can also leverage flow designer to provide some additional functionality that may not be available those those basic options so uh as this is the configuration screen for an hr service and i won't get into a lot of the details of this the full screen here but i want to point out that the fulfillment type options um are a drop down and when you make a selection you'll see different options become available so right now we're in manual but if i select service activity now there's a related list that is added that allows us to do the actual activities so service activities when they are created so they're generally tasks but they can be um an approval we see here we also have options for a child hr service but i see most often are either approvals or tasks but so these happen immediately when the case is created so as soon as the case is generated those activities are fired off and they'll be part of that service so an example of a task we can choose a task template or we can so this allows us to reuse existing configurations or i can create a new template the types of things we can do on a task template are determine who the task would be assigned to the type of task that's going to be created anything like the short description or description can be filled in so really you can complete the task configuration through the test template which can then be reused throughout the system whether it be an ad hoc task or automation such as this so if i have a so again with the service activity these tasks are created uh immediately if i have more than one task they are all um they will all be created at the same time so we don't have um as much control over how this works you don't have um you know as much you know conditional or logic ability so when we talk about those those kind of next next steps we talk the life cycle events gives you some ability to use groupings of tasks and have different trigger points for those activities but for the purpose of this conversation we'll talk about flow designer and how that can be leveraged to provide some additional functionality so this is an example just a very very simple flow so initially the flow is going to have a trigger condition and this is where we can we can choose um how we want to um how the flow should get get trick um how a full should be kicked off in this case the service should be our demo activity service and then i want the state to be work in progress other types of conditions that we often see here are things like region like this only applies to america or this only applies um to certain types of workers for example so that can all be done through the condition builder very easily if there's if there are users such as the subject person we can expand such a person record and choose different criteria within here such as the department or [Music] really any uh information that's available from that original case record once we have that um established that's the trigger we'll have actions actions are um can be a number of things this is this is one of the most flexible parts of the system it's really something that's that's exciting if you're if you're into you know process improvement in automation this gives you so many uh so many options so in this case we have some things such as create a task or send an email these are all standard um available kind of delivered functions so they don't require any coding it's all kind of low code so we can just click you don't have to have any scripting involved so if i wanted to send an email for example i have the ability to just to as you can see create an email body directly within within this process and that will be then sent off as part of this flow flows can have um can have dependencies so we can wait for actions to happen we can wait for specific state changes like i want to wait for in this case we're already working progress but maybe we want to have something that triggers off when it goes into suspense date or some other value is provided for this very very simple example we're just going to create a task and in this case we're using a task template also we are i'm going to create a employee input form so this is going to be triggered off when the when that case gets to the work in progress date so to show a little bit about what that would look like for the end user so this is just what what the actual task was like it shows up in your under my tasks in the employee center and so this is a to do item that would would when you submit this now that that information gets sent back to the system so they can be used for further processing purposes but we can also have dependents so that when that task is created it can create another task or it can update a value on the original parent case record so one example be you know in an approval situation it waits for the approval to happen once the approval once it's approved it moves the state into ready or it may if it's not approved maybe clo moves it to closed incomplete or something along those lines so we have a lot of power and flexibility within flow designer and within the weight that we can have dependencies within tasks so i want to show a little bit about fulfillment instructions type fulfillment instructions are as sandeep mentioned a component that allows you to provide really whatever you'd like as far as text or knowledge articles to help your fulfillers and the way we trigger these is going to be based on conditions on the parent case so i can choose based on the hr service and then i can also have other conditions here again we talked about you know user location or country things of that nature may be very simple examples and or there may be you may have a subtype or other data field that's collected on the record producer or the form that's filled out by the user so all those can be used to drive the fulfillment instructions and when you're when you actually have a service a case that's open as a fulfiller they will appear in a tab under the under the case so so an example we may have one on here may not but the tab will exist either way and fulfillment instructions and checklists can be provided as part of the service so here we see we have a tab called fulfillment instructions which contains the description and links to knowledge articles to help the fulfiller so and this is very very quick but i also want to kind of point out the the store and talk about integrations so within the servicenow store we have a number of these pre-delivered or pre-kind of created we call spokes these are basically part of integration hub which allows the kind of like the the complicated parts to be already done for you so you don't have to do scripting you don't have to write out 20 lines of code in order to connect into workday for example so the workday spoke is essentially kind of like the foundation component which is what communicates between servicenow and workday but these these other options here such as the the actual integration is going to provide not just the spoke but also really the use of that spoke so it's like enabling that to be actually beneficial in your instance so when you have a a integration that you want to install you can click get it's going to ask you what instance is applied to and then you would go into the instance under your plugins and you'll find the workday um integration spokes are available here to be installed like you would any other plugin in the system and then that provides you with some of the gives you some options in the menu for for configuring that spoke and configuring that integration as a local configuration so it's very very quick i wanted to make sure at least could see a few things and have a few minutes left over for q a so with that i will hand it back over to you stacy and we can um look if there's any questions from linger yeah uh mike any uh questions from the q a that you might want to share really quick that might be helpful for everyone um there was a lot of dialogue around the coe security um and just to give a a high level definition of what that is is the coe security that we introduced back in paris allows you to have an uh no code solution for access restrictions so essentially what happens is that the out of box access control list have a variable that will look at the configuration so where there's a read or write acl it's going to look at those configurations to say hey have i met these um have i met this criteria and if so what are the groups that are able to see it so just to give a high level of how that works um along with that the last thing i'll say is that you have a read and you have a right um coe security policy so if you just want to read you would just create a read if it's a case to where you would want to give groups access to be able to write as well you're essentially going to have two uh coe acl security policies one for read for those group or groups one for right for those group or groups so um there was a lot of dialogue around that so i think it was appropriate to mention that as we uh as we conclude great thanks that's good good information mike appreciate that and um there's also some additional information that we'll include in the presentation uh appendix around some of the integrations as well uh setting up esm and some of the tips for the inbound and outbound setup so wrapping up again appreciate you well being here some key takeaways we've got some pre-configured integration spokes available for you to leverage also make sure that as you're automating some of those services you want to leverage some of the capabilities and features that are available to you to avoid some of that technical debt and continual improvement on both of these is going to be the name of the game it's always building and adding and refining as you go we've posted a lot of the links in the chat there's also some implementation resource links that we'll include in the presentation as well uh so please take a look at those once those are um posted in the community and then again next month we've got a meet up so we'll have more of a conversation around some of these topics so some of the the things that we may have covered in last month's webinar and this month's webinar that you may have questions on or you want to uh take a deeper look at uh or tell us about some of the things that your some of the challenges you're experiencing come and join the meetup and and chat with us uh so we can uh kind of help uh answer some of those questions for you and then um sounds like uh we've got most of those questions answered in the q a if there's more feel free to reach out or join the meetup next month but again we'd like to thank you all for joining us today and we look forward to seeing you all in august for our session then and a special thanks to ian and sandeep as well and mike for your help answering those questions thanks daisy thanks everyone have a great day everyone