this is the get started with walk up experience live on servicenow session uh before we get started just want to note that it is this session is being recorded um we do post these for um others that were not able to join live to listen in on walk-up experience so with that we'll get started next slide please great so this is our safe harbor notice i'm sure you've all seen this before but this presentation may contain some forward-looking statements that are based on our beliefs and our assumptions as well as some content that will be shared that is already delivered already available for you so we just want to make sure we put that in there in in the beginning so that you you are aware a couple housekeeping on to the next slide a couple housekeeping this is a virtual round table we would like to have a great conversation with you today so please stay on mute to avoid any noises however if you do have something to say question comment whatever it is at any time please do come off mute go ahead and introduce yourself when you are asking a question so we would all be able to uh know you better i'll get to know you better and then lastly this session actually is um being recorded and we are going to be posting this at a later time so and then lastly just before we get started next slide um we are going to be um having more webinars and meetups for id service management so keep an eye on that we will drop the link for that in the chat as well okay so then really quickly we're just going to introduce ourselves i'll go first just since i'm already talking uh my name is isabella i'm a senior product manager for it service management i'm on the outbound side of product management and i cover a lot of products one of them being walk-up experience so that's what brings me here today and i'm very excited to chat with you all i will hand it over to harsh to introduce himself thanks isabella uh hello everyone good morning good evening uh great to meet all of you uh my name is harsh maliwal i'm the inbound product manager for walk-up experience within servicenow and i'm going to be assisting isabella today to show you some of the exciting stuff that we have going on with walk up i'd like to hand it over to my teammate salman hello all i'm salman raju sappa i'm a software quality engineer i will be taking care of all the quality of a walk-up experience today i'll be assisting harsh module on demoing the new cool new features on the work of experience and bala did you want to introduce yourself really quickly yeah yeah hi everyone this is bella good uh good afternoon good evening where are you from uh i i'm a principal outbound product manager primarily working with the itsm products and good to talk to you how should you continue awesome back to you isabella thank you all for introducing yourself um you might see natalie on that screen she will be on later sessions but so we're going to get started first with a poll um so if we can bring that poll up where you want to know which of the below options best describes your role at your organization just want to get a feel for who's joining us today so we have servicenow developer help desk agent help desk manager service or process owner product owner so we'll keep that up for a minute or so and just to give us a good idea of who we're talking to today so far it seems like most of us are servicenow developers a few of us are help desk managers and some product owners but we do have a service process owner just 20 more seconds for those of you that are able to complete this poll that'd be great awesome okay we'll get started so um just to share the results most of the individuals joining our session today are servicenow developers followed by help desk managers or product owners and then we do have a service process owner so that it's great for us to know um so we're going to talk about what walk-up experience is and we're going to talk about it from two different perspectives we have the end user perspective and then the admin perspective so first off the um the end user perspective so we kind of separated into these three um ideal scenarios so fast in person guidance from the end user experience they can expect fast in-person guidance via the conventional walk-up experience and now we have released virtual collaboration via the remote walk-up experience we can support requesters who are working remotely to book appointments through the new remote booking type requesters get served virtually by the agents through microsoft teams interactions secondly flexible scheduling appointments can be booked via the service portal and now mobile now mobile app um users can now take control of their schedule and make sure they are getting service at a time that's most convenient for them this is the modern experience our end users are accustomed and accustomed to experiencing and then simple check in from anywhere simple and easy check in from anywhere users can use the esc portal servicenow portal or sorry service portal now mobile app and end users can check into their appointments to do that in in those portals or they can drop in to the walk-up experience um those that are dropping in will easily be able to see their wait times and the position they are in queue providing really clear transparency via the walk-up experience so then next we have the admin experience so we have provided a guided setup experience for walk-up admins so that they can easily and simply quickly set up and get running with our product um optimize the efficiency for a walk-up location by introducing uh variable time slots so this is that flexible scheduling variable time slots for appointment booking these variable time slots for appointment bookings can be configured based on the location and based on the reason for a an appointment like the if it's an issue or a request this feature helps to provide information to the customers about the availability of the agents and um also help better manage the walk-up locations for more effective and efficient more effectively and efficiently for agents for example a laptop drop-off might be 15 minutes whereas a laptop refresh could take anywhere up to an hour so those appointments are going to look very different agent availability is going to look very different and it also gives insight in for the end users to know what their options are and then admins have a clear and transparent view and key insights about their walk-up performance and satisfaction so this is that transparent insight admins will have an out-of-the-box dashboard that details total completed walk-ups in a given time period exit csat score or survey for the entire year of csat score walk-ups by location for those that are having multiple walk-up experiences number of incidents and requests and so much more we will see this on the demo that harsh is going to go through he'll quickly show us what that dashboard looks like um and then before i go on i just want to pause here to see if anyone has any questions in the chat about end user experience or admin experience i know i briefly touched on it i do want to give plenty of time for the demo so you can really see it hands-on so just going to pause here to see if there's any questions you can either drop it in the chat or use the q a function we have we are monitoring both just pause for a moment i do have another question for everyone so maybe this will help prompt if you can drop in the chat if you're using our walk-up experience if you're currently evaluating it or if you um if this is the first time you're hearing about it you could drop it in the chat we'd love to know more uh albert says his first time that's great is there anything else that you're curious to know at this point before we go into the demo about walk-up experience or how it could provide some relief for your agents and mendes is starting to use it that's great not using it on roadmap that's awesome hopefully we can give you some more insight to help plan for that roadmap for when that time comes gonna wait a little bit longer first time this is awesome on our roadmap as well so majority of um our attendees are planning to implement walk-up experience or are the first time hearing about it so this is great for us glad we're doing this for everyone awesome so i'll keep moving on you can feel free to drop more questions or comments in the chat but we'll keep going so for those of you that are new or new to block of experience or are evaluating it for your roadmap this will be really great so we're going to go over some best practices and tips harsh if you can move forward great thank you um oh my question and answer popped up again okay so um really important to meet users where they are you can meet users where they are by surfacing capabilities to them via the servicenow portal and the now mobile app these are really great places to leverage the walk-up experience throughout the areas or the platforms in which the users are at and where they're they're going to most um so creating seamless integrations we encourage you to better manage your walk-up queues stock rooms and appointments through the service operations workspace as a walk-up agent you can use a service operations workspace to manage your assigned walk-up interactions you can open incidents when an issue is not resolved at the walk-up location you can also directly create requests for hardware software through the service catalog when an asset is not available at the walk-up location or stock room itself and you can directly initiate a team's conversation from within the service operations workspace experience so creating the seamless integration is really going to help better manage your walk of experience from the jump so since most people here are just evaluating it or planning to put it on a roadmap starting with this will just be a great foundation for you moving forward and then really prioritizing supporting your agents so increasing increasing service efficiency at a location by setting up multiple kiosks for types of issues to serve several work requesters simultaneously so this will provide proficient agents the time to work on a specific with their specific skills that they might have so you can assign skills to agents then enable the automated skill based routing you can enhance check-in experience of requesters at a location with improved badge reader integration which will not only ease you know the agents having to check people in but also the end users being able to have that like seamless experience and yeah so that's kind of the basics of like some of our best practices to get started with we'll talk a lot a lot more as we go through the demo but i just wanted to touch on those before and so again going to pause here to see if there's any questions or if there's anything specifically you're looking to see out of our demo before harsh jumps into it awesome all right so harsh i'm going to hand it over to you for our demo awesome thanks isabella uh let me just go ahead and flip to my browser so before we get started with the demo because we seem to have a lot of people on the call who are sort of interacting with walker for the first time or have it on the roadmap i want to break this up into a couple of different parts so walk-up primarily affects two different kinds of stakeholders you have your end users who are the people who are actually trying to leverage up to get help and then you have your agent persona who's actually going to be working on the appointments or the tickets that get created in the back end you also have the sort of walk-up manager persona who would be let's say a team lead or a help desk lead who would be managing the agents and that persona is the one who's gonna try to try to look at walk up from a bird's eye picture you know to see overall what the status is and how service is going so the first part of this demo is going to be looking at the end user perspective which is sort of the meat of who we're trying to help now even when we talk about the end user perspective for walk up there are two different ways to try and leverage this capability you can leverage walk up via what we call the on-site portal which is you actually come in physically to a kiosk or a help desk and you try and log in there and say hey i need help so that's the first kind of use case the second kind of use case is you either use a now mobile app or you use a service portal to check in online or book an appointment so what i'm going to do is i'm going to break this demo into two parts i'm first just going to show you at a high level what the on-site experience would look like then after that i'm going to jump into the service portal demo so you can see what the online experience could look like once we get that slightly clarified then we can get into more of our nuance features so with that i'm going to really quickly start the on-site experience so i have a user over here who's called the walk-up user now the way we envision the on-site experience working is we use we usually have an ipad or some sort of mobile device kept at this on-site location where we expect our users to just come in and quickly sign up into the tech lounge and i'm gonna show you what that experience looks like now i'm demoing this out of my laptop so the experience may look a little bit different physically but the way it would work is you would typically do this configuration on the ipad now there are a couple of different steps here so i'm going to tell you what are the configurations you would do and then at the starting point of the user journey i'm going to call that out so let's say you're opening up your walk-up location right now it's morning and you want to start offering service to your end users what you would do as the tech lounge manager are as the lead for that walk-up location is you would select that location and i'm just going to go ahead and select the san diego tech launch and then what you would do on the ipad is you would click on the check-in screen excuse me and this screen this would be the starting point of your walk-up experience for your end users so the moment you've arrived at this screen your walk-up location is ready for the end users to avail now let's imagine i'm an employee at an organization and i have decided that you know i'm facing this issue that's absolutely critical to me maybe let's say my laptop has started overheating and it's absolutely slow and i'm unable to figure out diagnose via other channels what the issue could be and i've i absolutely need in-person help what i what i would potentially do is i would go to the nearest tech lounge where walk-up is set up and i would see this tablet expecting me to check in so what i would do is i would just select my name from here so i have a user with my own account created so i'm just going to select my name and then what i do is i select a reason and because i've come for a laptop issue i'm just going to select laptop refresh and i'm going to go ahead and hit check in now before i just check in i also want to say that in case you're unable to find your username for some reason or you want to leverage your walk-up product in such a way that people who don't have a servicenow login can still check in here what you can actually do is you can click on this this link over here and it takes you to our sort of guest check-in experience and it will check you in as a guest user so you will still be able to get the service that you need and the help will be provided but the system will not because you're not recognizing the system as a formal servicenow user we don't want to throw you uh throw you away and not give you the help that you need so this capability also exists just want to put this out there so now that i've actually populated my employee name and my reason i'm going to go ahead and click check in and this gives me a really quick status indicator of where i am in the queue now let me just go ahead and hit return to main screen and if you see the screen completely resets and takes you back to the check-in experience which means that it's seamlessly available for the next person to come in and check in now i just want to talk a little bit about what's happening in the back end here so walk up actually is powered on top of this ticket type called an interaction which is a task based extension in servicenow and agents are expected to work on top of these interactions so when you're checking into the queue what's actually happening is that interaction is getting created and we have some sophisticated mechanisms available in the back end that'll actually control how these interactions are routed who can work on these who can't work on these and when we talk about the agent side of the demo we're going to be getting into that now what i want to show you is one of the alternative screens that exist on this portal this view that i've run you through right now is what appears on our ipad but there's also a secondary view which is super important from a usability perspective so i'm just going to quickly go ahead and come back here now let's say i select the san diego tech lounge because that's the tech launches status i'm interested in knowing and i click on queue now this view that you see is typically expected to be beamed up on a large screen at a central location in your physical tech lounge or kiosk whatever you wish to call it so within servicenow in fact we do leverage walk-up for it health and the way our walk-up locations are typically set up is we have this check-in screen that you see here on the ipad and we always have this screen visible on a physically large screen like a television where it's prominently displayed so users can quickly assess what's the status now this is super important because if you come into a tech lounge and you see that you know there are a bunch of people currently being served excuse me and also a bunch of people up next you may decide to come back later so it's important to be able to get that bird's eye view into you know how likely or unlikely it is for me to get quick help and we believe that the screen allows you to do that so i'm just going to pause here for 10 seconds let that all sync in okay now uh as i was saying there's a possibility that this walk-up tech location uh is pretty heavily swamped when you decide to come in and based on the way your organization is set up you may not actually be able to just quickly get up and go to a tech lounge it may not be that conveniently co-located to where you're sitting so for example like while i'm having this demo the tech lounge is literally 10 feet away from me but everyone doesn't enjoy that privilege you may have to walk you know across half a building or you may have to climb a couple of floors and that takes time so it's very disappointing to take that kind of effort to go there and find out that you know the location is completely swamped so what we've actually done is we've done two things first we've created a capability known as appointment booking and second we've actually surfaced this tech launch capability on your on on your employee portal so you can actually log into your portal or your servicenow mobile application and take a look at the status of the tech lounge and either check in or book an appointment and now that's going to be the second part of the demo that we get into so from here on out uh just to reiterate the the persona that we're solving for is still the end user but now we're trying to address that case where the end user doesn't actually want to come to the tech lounge and check in they want to be able to initiate this process in a sort of more digital format where they're in office perhaps but not at the tech lounge so that said what i'm going to do now is i'm just going to quickly impersonate myself to show you that demo okay so i'm really quickly going to go to what we call our employee portal to kickstart that demo so this is what is called our employee center and this sort of the reimagined future of service portals for employee-focused use cases in servicenow we came up with this portal in san diego so if you are in a pre-san diego release you might not be able to see this but from san diego onwards this is going to be the out of box portal that you see the design scheme of this portal is slightly different from some of the other service portals you may have interacted with in servicenow so the theming right off the bat is different and it sort of uses this next-gen kind of look and feel that we're sort of pushing as our de facto standard for theming in service now but more than the theming the part that i really want to draw your attention to is my active items now my active items are supposed to be this bird's eye view of all the things that could potentially require your require your attention and also it's supposed to allow you to get help in the easiest way possible and i also want to draw your attention to the fact that you can open a chat window very quickly from the my active items section itself like it's they're very closely situated together just to make that getting health experience faster now in this specific case you've decided that you know you're facing some kind of laptop issue or you're facing an issue of some sort that requires you to come into the tech lounge to get help but you want to be able to assess what's the status of the tech lounge to make sure that you get your service in the optimal amount of time so what happens is you click on walk-up visits and for this user there's already a walk-up visit but what i'm going to do just to show you what the sort of landing screen looks like is i'm going to abandon this ticket and this would be your sort of blank landing page experience as you can see you don't have any upcoming walk-up visits planned so you just go ahead and click on plan your visit now quick call out here excuse me so this location picker that you see actually factor factors in your geo location now from my browser location services are blocked so i manually need to select the location but in case your location services are enabled what this location picker will actually do is it will automatically select the tech lounge that is closest to you you of course have the ability and the flexibility to change it but we just believe that it's far more convenient to automatically select that for you and we found that it's also especially useful in cases where end users don't necessarily know which is the tech launch closest to them so i'm just going to go ahead and click the san diego tech launch and this takes me to sort of the landing experience of walk up from our online portals now there are a couple of different things that i want to draw to your attention here so in this tech lounge you have the ability to either join the queue or schedule an appointment that is completely configurable so based on the settings that you want to offer to your end users you can you can power a walk-up location in such a way to only allow joining the queue or you can power your walk-up location in such a way as to only allow scheduling an appointment in this case as you can see there's a hybrid of both so that's that's exactly why you see both tabs so if i for example click on sharing an appointment the look and feel of the interface is completely different so here i have the ability to actually select a reason and then it will give me an appointment picker so what i want to do is i quickly just want to tell you uh what the join the queue experience looks like so i'm going to select a reason let's say laptop refresh and i'm just going to go ahead and hit check in and again it gives me this neat status of where i am in the queue and one of the things to note is when i was actually selecting the reason it gives me some of my related content and this is super important because this actually can help you increase your deflection now in our interactions with different customers what we've noticed time and time again is it's a recurring problem that you know agents are over over swamp there no matter how well you try and plan for your walk-up experience or your you know your it help desk you're always going to have these situations where you have a large number of users pulling in and having to wait because you don't have sufficient agent capacity so you definitely want to try and increase your deflection as much as possible so this related content that you see is our attempt at trying to increase the deflection some of the things that get surface here are catalog items knowledge base articles all of these stuff are related to what you see over here and the idea is that the end user should be able to click on these and navigate away and potentially get help for the kind of issue they're facing just going to take 10 seconds to pause over here before i jump into the appointment booking flow okay so now what i'm actually going to do is i'm going to talk about scheduling an appointment all right so let's say i already have an issue for the laptop refresh in in the pool but i simultaneously want to get some help from my mobile device that my company has provided for me it's entirely possible that the mobile issue is not so pressing and maybe i can wait for an hour or two to try and get that in-person help in such a case what i would actually do is i would go to schedule an appointment and this screen is going to have a bunch of different capabilities that i'm going to show you now the first thing that i want to really draw your attention is the appointment type that you see over here there are two different kinds of appointments that we surface to our end users you can book what is called an in-person appointment or you can book what is called a remote appointment remote appointments are a capability that we debuted in san diego and they are our interpretation of addressing this need that has arisen due to the pandemic we all know that the pandemic has hit us really hard and working models have completely changed between the years of 2020 to 2022. we're seeing a lot of organizations that are at the very least preferring flexible work models and there are other organizations where remote first is the mandate for the workforce in such cases it becomes super important to be able to offer an in-person assistance either via an appointment or via direct help and that's that's what remote remote does for us so when you book a remote appointment it's an indication to the agent that this person needs assistance but they are not going to physically appear at a tech lounge and the reason this distinction is important is because a lot of customers don't have dedicated virtual bars so they actually use that same agent capacity to staff both physical requests as well as remote requests so having that remote appointment type allows you to make that distinction that you know this is something that actually needs a virtual collaboration session so what i'm actually going to do is i'm going to select a reason let's say i need something and what you notice is this text box is configured because what my end what my admin has actually done is they feel like i need something is too generic so i need to fill out some more information so that the agent can actually get clarity on what i'm trying to do so i'm gonna say that i am having an issue using octa and now i can go ahead and select a time slot excuse me and again as you can see the related content just tries and gives me some more information that could be helpful for me so i'm going to select an appointment and as you can see i get a very quick and easy interface that shows me what are the available time slots so today is thursday which is why i can see these slots available here but i also have the ability to see what slots are available in the upcoming weeks in upcoming days and for this particular reason 30 minutes have been allotted which means that typically my admins are expecting that i need help kind of issues take 30 minutes on an average to resolve the amount of time that's offered here is completely configurable we have a product called appointment booking which we hook into as the walk-up experience and appointment booking configurations allow you to configure this capability as flexibly as you would like them so for example if instead of 30 minute time slots you wish to offer one hour time slots you can do that if you wish to account for agent breaks you can actually put in break times so slots will be booked out and you won't be able to reserve any appointments in that time if you want to allow multiple appointments inside a slot that kind of capability also works so it's a very configurable system and in case you are evaluating walk-up it's definitely one of those capabilities that we would suggest that you get hands-on with because the possibilities are very open here i'm just going to pause quickly for five seconds before i actually show you one of the more subtle capabilities that we've offered here in our tokyo release okay so that said what i'm just going to do is i'm going to clear this so that i can just have a fresh screen and show you this really interesting capability that we've come up with okay now we've spoken about the overall picture of you know being able to check in via the employee portal uh checking in via the on-site portal or booking an appointment from your employee portal all of these things are pretty powerful and they allow your end users to get help but sometimes as isabella mentioned to you earlier you need a more nuanced mechanism to be able to handle the kind of help that a user needs and what i mean by that is not all kinds of help require the same amount of service time so for example you may have done the analysis on your side and found that typically speaking let's say vpn issues or uh laptop software issues take a lesser amount of time let's say 15 minutes whereas more complex issues like laptop heating or a display not working may take let's say an hour or an hour and a half we have actually introduced a capability in tokyo that allows you to distinguish and offer both different types of slots in terms of the days offered as well as differently sized slots in terms of the duration of each appointment to your end users and i'm just going to show that to you really quickly in a configuration that i've done here so let me just go ahead and click on schedule an appointment i'm going to say that i need a laptop refresh kind of help and i'm just going to click on select an appointment excuse me now as you can see my admin has actually configured this walk-up location to work in such a way that i have one and a half hour slots available for laptop refresh and i'm just going to click on next so that you can see the configuration a little better and what you can see is the help is actually available from monday to friday i got i couldn't see monday to wednesday in this slot because they're in the past today being thursday but when i come here and i show you you can see that from monday to friday between uh nine o'clock to uh 4 30 are when the slots are available and if you notice you actually can't see a slot between 12 to 130 and the reason for that is because for this specific walk-up location the admin has actually configured it to work with a break and that means that the agents are not going to be available for service at that time now i just want to let this sit with you for a minute for a second or two before i actually show you a different interpretation of what the screen could look like okay so just to recap we were trying to look at a laptop refresh issue we went to try and book an appointment and what we saw is that the admin has configured it in such a way that we have one and a half our slots available to us with the 12 to 130 pm slot being reserved for breaks now let's say instead of laptop refresh i needed help with my mobile device so i go ahead and i select this reason and the appointment picker refreshes and if i go to select an appointment now i'm going to see something totally different what i can see here is that for mobile issues this the admin has configured this location in such a way that i only have slots available between monday to wednesday 9 a.m to 12 p.m with no breaks slotted in here this is the crux of the capability that we're trying to offer the reason that we want to offer this is because we believe that it's important for end users to have that visibility into the fact that different things could have different service times and also the agent availability is very well slotted in here just to pause here because that's a lot of process and i wanted i want to see if there are any thoughts or reactions to this yeah just to chime in here for those of you that are you know new or evaluating this on your roadmap maybe also seeing this for the first time do you have any thoughts is this resonating with you is this what you expected is this a surprise do you see any challenges in your organization with what we've been showing just trying to get some false checks here would love to know if the demos resonating with everyone if this is what you were expecting or if this was a surprise anything looks good to me as expected we're liking looks good great job harsh awesome so i just really want to quickly demo the admin experience just to give that perspective of what that looks like so i'm going to really quickly impersonate one of our admins and that's going to be salman and salman is going to go ahead and open up what we call sow now i'm not going to get into a great deal of detail on what sow is but i would just say that so w is sort of the is sort of this reimagined workspace that the i.t service management business unit is pushing for from the san diego release onwards and we believe that the agents on all itp related issues should come here as a landing point so for an agent working on srw who's working on walk-up tickets the first point that we expect them to do is come here click on their inbox and update their status so let's say they make their status available [Music] something super cool just happened a ticket automatically popped up here now this leverages a capability that we call skill based routing what skill based routing actually does is it allows you to tie skills to agents to determine which agents can work on which kind of tickets so in this environment what actually has happened is a laptop skill has been associated with this ticket the walk-up system allows you to configure a skill to each reason so the admin has actually said that for anyone who selects a laptop refresh kind of issue in the back end it is an expectation that the ticket created will require a laptop related skill and because salman as a user has that laptop related skill the ticket automatically pops up here this is a super cool capability that we've offered from san diego onwards and it hooks into another product of ours called advanced work assignment advanced work assignment is an engine that servicenow has created that allows you to achieve these kind of skill based routing effects and again it's super configurable so you could do something like associate multiple skills with tickets you could add auto routing capabilities so for example over here salman has a choice as to whether or not he wants to accept this ticket but you may have a business process where you don't want to give your agents that flexibility you see a huge volume of tickets coming in so you want to directly assign tickets that's configurable you may have a process where you may want to offer entire groups of people skills rather than just keep creating a poor asian skill all of that works inside the advanced work assignment engine i really want to show you a high level look of what the rest of this could look like so if you go to this list navigator you can actually see walk-up resides here as a first class citizen so as an agent working at a walk-up you can take a very very quick look into all of the things that affect your walk-up location so you can see stock rooms you can see locations you can see kiosks which are subdivisions inside a walk-up location all of that is surfaced up here the final part that i'm really quickly going to show you which we referenced earlier is our walk-up dashboard so if i just go ahead and come here i'm going to go on dashboard just give it a minute to load and here as you can see i have an end-to-end bird's-eye perspective of everything that's happening related to my walk-up this is the dashboard we ship out of box so if you've installed walk-up you will get this dashboard automatically no configuration required as you can see we surface a ton of interesting metrics here so we show your completed walk-ups we show your c-set which is key in being able to determine your quality of service and then we get more nuanced so we talk about walk-ups by day of the week we talk about walk-ups by hour we slice it across different locations we even tell you service time so all of this gives you a very good picture of what your walk-up looks like and allows you to better manage and better optimize the quality of your service now because we spent a lot of time talking and demoing a bunch of stuff to you i'm gonna hand it over back to isabella to bring us home as far as the session is concerned and please feel free to continue sharing your thoughts your questions and answers with us because we do have 15 minutes left and we're we're super charged to hear what you have to say about this demo back to you isabella thanks harsh awesome demo uh so we have another question for you all these are the desired business outcomes that we are working towards with walk up experience this is what we think about every time we are developing new features functionalities um is increasing in person help for issues uh quicker turnaround time and anticipates anticipating agent capacity and workload so um our question if you can click next uh to you all that we'd love to hear in the chat is what business outcomes speak to you the most and uh what would you like to learn more about getting started with walk up experience in helping you achieve your desired business outcomes i'll just pause here feel free to jump off of mute we also have one more question sorry uh what challenges uh do in achieving your desired business outcomes with walk of experience can we help you with or do you anticipate just pause here any comments this is also a great time to ask questions too but we'd love to know what what your ideal situation is with walk of experience go ahead and come off mute if you're if you're able to or drop it in the chat stefan steve harvey i know you guys were chatting a little bit earlier if you want to mention anything i invite you to go off mute or add it in the chat just wait for another minute or two hello hi yes yeah um no everything i saw i pretty much like i didn't have any other questions about it i know one of my other team members may be on this meeting as well so we'll probably discuss it later yeah as well uh do you know what uh business outcomes are most important for you and your organization if you had to maybe anticipate what it might be i guess just speed and access i mean i guess user experience i would say that user experience like i guess we had customers using this like the ease of access for them to i just get to get to the um get to the portal put what they need in and i guess the other half would be on the service desk as far as getting to them but as far as just uh something used to access our service desk i mean it looks great to me awesome great well yeah if you have any more questions as you are evaluating as you're talking to your teammate too you're more than happy to work with you uh one-on-one if you need uh further assistance in evaluating the product um for those that are asking um walk-up is a part of our itsm standard offering that will need to be activated and we do have additional resources as well definitely thank you yeah cool thanks for sharing anyone else awesome all right well thank you all um let's go to the next slide um we do have these resources that we will be dropping in the chat as well for you to learn more about walk-up experience advanced work assignment um service operations workspace and virtual agent conversations which are integrated with walk-up experience so those are all in the chat now and then lastly we do have a final pull i believe we can launch that okay i could be wrong we might have uh we might be sending that out after actually uh so with that um we do have more live on service now uh sessions for future webinars and meeting meetups on itsm there's a whole bunch of them and we will oh yes we will have the survey at the end of the session so yeah if you have any other topics that you're interested in please check take a look and register for future events with that we'll stay on a little bit longer if anyone does want to chat but otherwise thank you all for joining our walk of experience session