we'll get started like i said good morning good evening good afternoon wherever you may be joining us from today is the virtual agent staying out of the box session um this is a live on servicenow webinar so moving forward this is our safe harbor i'm gonna have to switch the next slide thank you uh this is our safe harbor just in case we do make any um forward-looking statements or show anything that's based on our current beliefs these things can change in the future so we just want to make that clear as we move forward next um today's session is a part of the live on servicenow series a curated event series to connect you with servicenow experts and peers that you can help you deploy your products and achieve value faster we hope that you can join us again for additional webinars and meetups you can use this qr code or the link that's being dropped in the chat now to register for future events this is for itsm and the other products that is within service so going for just for some housekeeping please do stay on mute there is the question and answer functionality in um zoom that you can use for any questions that you have and we will have time after the presentation and demo to take any questions that you might still have um this session is being recorded and will be shared with our servicenow community forum after the session and then finally after we end we will send out a short survey that we really appreciate you if you could fill out it really helps us make sure that we're making these events um better each time so with that being said we'll move forward to introductions uh for those of you that have not heard me on a webinar or meet up before my name is isabella i'm a senior product manager here at servicenow i am with the it service management product and i've been with servicenow for about five years and more recently have been focusing on virtual agents so that's what brings me here today and i'll pause for a moment to let abinav introduce himself thank you isabella so hi everyone i'm shaker and i'm a product manager at servicenow and i've been part of uh itsm um bu since last two and a half years and i take care of its and virtual agent as one of the product and along with that i have benchmarks and success.com which is a new product so with that i'll hand it back to isabella to get started session awesome thank you enough so we will get started by doing a poll we really want to set the scene just to understand where everyone's coming from so we can level set and make sure that we are really tailoring this webinar to your needs and where you are so this first question is around using servicenow's virtual agent today where are you on that journey um are you using it yes or no are you considering it or no you have not um used it or you're not considering it at this time you're just here for learning purposes all right we'll just leave this open for a moment like 10 more seconds get your answers in want to be efficient with everyone's time today so far it looks like majority of people are considering it it's about 65 is what i'm seeing on my end 21 are using it and then another 19 no so that's our first question for you so that really helps us better understand where um we are today most people are considering it which is great uh so then the second question we have for you if you are using virtual agent now how customized is your virtual agent um if this is not applicable because you do not have virtual agent uh go ahead and just select not applicable this is great feedback for us so about 10 or so is still out of the box and then the remaining 13 that do have virtual agent have some customization skewing just a little bit as more results come in but for those that do have virtual agents still looking around that eight to ten percent are out of the box and then closer to 19 20 are having some customization so that really helps us with this conversation as well the next question we have is do you did you know that servicenow is releasing new and enhanced virtual agent conversations quarterly via the servicenow store so every quarter we are releasing new conversations or enhanced conversations via the store we want to make sure that that information is getting out to you so this will help us with that go to market perspective so it's great to hear majority of people did not know which is something we'll take back definitely to the team to work on that about 71 did not know also could be because you know you're not using virtual agent right now so that makes sense uh but we definitely want to make sure that we are keeping that up to date all right so then the next and final question is are you aware that of the virtual agent implementation services we have or that are available so whether that be a partner service servicenow service or um the fact that you would do like your own implementation so this is a little bit less applicable to you so we'll leave this one open just for 20 30 more seconds and then we'll get going so it looks like about 27 percent have used partner services nine percent have used service now uh 28 want to learn more which is great because we will be covering this and then 49 would use their own orb for implementation like i said this really helps us level set and get some setting the scene of where we all are coming from so thank you again for answering those questions and we'll get started so going into our first um piece we want to start by sharing a story from one of our customers our goal here is to give you some insight into where you can be by using our virtual agent and what the value and outcomes you can expect from using virtual agent our customers here got hammered when employees started working from home they had it service management i.t service management professional and microsoft teams and so they implemented va on teams or within teams in just over a quarter they saw a reduction in ticket creation by 40 like i said this is just in one quarter and this was really delivering significant cost reduction and their employees loved it they really liked being able to stay within teams not having to leave team to get the answers they're looking for so as you can see we have a lot of improvement using virtual agent and it also showcases our integrations with things like microsoft teams slack etc this is where you can really see a lot of value as well so going forward before we dive into how servicenow virtual agent can address many of these challenges you might be facing let's call out what these challenges are what the most common challenges we're hearing are first virtual agent implementation and governance can be an area many users struggle with there are a lot of considerations and planning that must take place this is specif specifically talking to how to best set up and manage va over time not only will we talk about how to stay out of the box we will also share more about the services that we have around virtual agent like i mentioned before second virtual agent designer once you have virtual agent up and running how do you use the designer to create the conversations or customize what is available especially with the current skill set that you already have and then third would be meeting organization specific needs so something we hear as a pain point is the desire to create the least number of customizations while meeting the the needs of that end user and then within that same vein how do we get users to realize and use this new tool set so these are some of the common challenges we hear and we're going to talk through a few of these today so going forward now to talk into the how i've enough if you can switch that slide thank you alrighty so let's see what's going on behind the scenes with virtual agent so one of the main goals we hear from customers when they want to start with virtual agent is that they want to enable employees to self-service and find the answers they want within the automated channels and reduce the load placed on agents and the queue so as i go through this graphic here we're going to start from the left side go into the black box and then down so that's kind of the pattern we're going here so that you can follow along um so an employee engages with a virtual agent or can engage with a virtual agent via mobile teams facebook workplace slack whatever channel they're working on and they can work with the virtual agent to resolve a request or an incident the virtual agent uses pre-built catalogs and knowledge bases and external sources to resolve the issues one of the questions we hear a lot is i built all this catalog i've built all these knowledge bases do i have to start over again um for a virtual agent and the answer is no these are the most powerful resources you have so using this as that pre-built content gives you much broader broader coverage so out of the box we provide pre-built conversations to help resolve many of these requests or incidents using a bundle of nlu models va topics flow designer integration hub to provide that automated resolution you can see that on the top of that black box and sometimes the va cannot always cover everything and therefore we do have the capability of live agent transfer so we do recommend integrating with that live agent this creates a seamless integration and transition from the va that cannot resolve your issue to the employee or that agent to help resolve the employees issue or requests so behind the scenes the va transfers the employee to live agent without ever leaving the channel or the collaboration tool va transfers to the next available agent but if you do have advanced work assignment it will use the skills and availability to bring the right agent in which is a very powerful tool in this sense also we have autopilot which allows a virtual agent to run a conversation on behalf of the agent this is for those more repetitive use cases like password reset so i'm a live agent i'm talking to um an employee they need to reset their password rather than me manually asking all the questions we already know we're going to need you can run a virtual agent autopilot conversation and it'll gather all that information that's needed for example for that password reset additionally not only do we have users reaching out to the va we also have actionable notifications which essentially you can use the virtual agent to proactively notify employees or reach out to them for other things like announcements ticket updates uh comments approvals etc the virtual agent has the capabilities to help even prevent requests and incidents from coming up via incident auto resolution which we love to call agent zero so essentially what's going on here is if you um if you're an employee you submit an incident or a request and the virtual agent has the issue auto resolution to update or to handle that request it'll immediately get assigned to the virtual agent first if the employee accepts the help from the virtual agent and it works out incident request will be closed if it does not the virtual agent will then re-route it to an agent so that's kind of what's going on behind the scenes like i said i'm going to quickly go over some of the additional functionalities that we have that will really help admin set up and use the designer and really just stay out of box we'll also go for the conversations we have uh so i just want to quickly pause here to see if there's any questions uh bob enough do we have any questions so we have a question on integration with zoom um so we do uh so just to answer that question uh so we do have a few integrations with it for example you can create medium advice uh using zoom using it on virtual agent itself we have integrations to get the meeting recordings and share it out with the participants so there are few integrations that are available out of the box awesome i hope that answers your question thank you for bringing that up just pause another moment to make sure there's no more questions uh this session will be shared on our community page so you'll be able to go ahead and look at that after we end here awesome okay moving forward conversational um sorry conversational homepage so the interfaces homepage um this is where admins can start as i mentioned we have invested and enhanced a lot of the key features around virtual agent to assist admins in setup and configuration the ci home page guides admins through the entire implementation journey as a one-stop hub for everything the admin may need uh sorry i lost the screen let me just make sure i can get that back okay cool um apologize for that so as i mentioned it's a one-stop hub for setup and configuration of virtual agent um dynamically recommend relevant plugins and store apps to be installed additional capabilities on the ci home page include enabling features such as topic recommendations which i will go through in a moment issue auto resolution ai search and nlu you can add chat to portals from this ci home page and you can test your virtual agent plot as well so this is a really powerful tool for our admins for setup and configuration so going forward to topic recommendations as i mentioned i would be going through this so from here we have topic recommendations as a potential next step this allows you to identify pre-built virtual agent topics to automate high-volume issues topic recommendation analyzes and filters on incidents requests live agent transcript transcripts and more to show you which type of va conversations would provide the most benefit also you can see potential deflection metrics for each topic i'm not going to dive too deep into this as avenue we'll be showcasing it in his demo and i want to maximize our time together so moving on we're going to talk about servicenow store so from topic recommendations you will see which conversations will likely you will likely want to implement first so we suggest making sure you go to the servicenow store to ensure that you have the latest release installed as i mentioned we are releasing new and enhanced conversations via the servicenow store on a quarterly basis and we are aiming to continuously improve self-service and ease agent burden so this would be your first step when you're trying to stay out of the box so you'd go here next i want to showcase some of the conversations that we do have available for itsm so we've released over 81 new topics or enhancements via the servicenow store and they're available today to install as you can see there are some main overarching topics and a lot of features and capabilities underneath that so for example citrix which we will be going through we have citrix provisioning and citrix management so those are you know capabilities within the idea of citrix that we have available on here going forward you can see the additional conversations that we have um as i mentioned we have 81. so continuing on here um many of our customers are a global organization servicing and users in multiple languages so we have focused on updating our out of the box conversations to support multiple languages so we have both localization framework and dynamic translation localization framework has pre-built translations for everything that is out of the box this includes both nlu models and virtual agent conversations in spanish japanese italian chinese brazilian portuguese korean english french canadian dutch french and german and then we have dynamic translation this is available for virtual agent and nlu and this is done on the fly so in conversation and therefore is available for any language and this is really based on the language service that you are plugged into so that's kind of where we're coming out from a language perspective and i know that's always a hot topic i definitely wanted to make sure to cover this and then i'm going to pause here see if there's any questions and then we'll get into uh i thought yeah so we do have a question what is the url to the conversational interface home uh we can drop more information on that in the chat um or yes thank you victor for answering that appreciate it alrighty i think that was the only question i saw pop up um and pictures got that so i appreciate it and moving forward so virtual agent designer so we have a lot of pre-built content if our content doesn't cover what you need or the needs need to be slightly modified our virtual agent designer enables you to do to build your own conversation um in a low code drag-and-drop interface which again abinav will be looking at a little bit more in detail we provide reusable topic blocks and integrations with servicenow platform capabilities such as integration hub and ai search although this session is aimed at staying out of the box we would be remiss to not mention that you can make modifications to our pre-built content to meet your exact and specific needs so with that being said again i'll pause one more time just to ensure there's no more questions and then i will hand it over to avanov to do a quick demo for us awesome let's see i think there's a question in the chat is va a good candidate for citizen development is it scoped i'm not do you want to take that one sure um yes paul this is a scope app and uh when you say it's is it for citizen development i'm talking about the delegated uh authoring experience and type that answer in the chat so right now it's uh with the limited uh people who have the virtual agent uh authoring who but in future definitely that sounds like a good uh good uh feature to uh to delegate this option to the different service owners under the different service scripts to develop these topics any other questions let's see great glad that answered your question do service does servicenow plan to include va tools into aes [Music] uh dennis on this particular question i need to get back to you on this one um right now we don't have any yeah we'll get back to you on that one we appreciate the question awesome anyone else before we move on to the demo alrighty sounds good i'm not uh thank you isabella so hello everyone so let's um get into the demo at the meet of the meeting uh where we will be showcasing the capabilities on how to set up citrix and uh how to get started with uh the topic itself that will get shipped out of the box so to start with as isabella was mentioning earlier so the first place that you would go to is your conversational interface form so let me just quickly give you a glimpse of where and how you can navigate to it so you can just go under the conversation interface uh as in the navigation menu item and you can individually this particular one so this is where you navigate to the home page where you get to see all the uh available features all the available plugins and and what are the capabilities that we have out of box now along with it uh uh you would also be able to do some settings like for the different capabilities that uh isabella was just sharing so you would be able to uh so from the chat or the conversation home itself you would be able to go into chat settings as well and um and do some tweakings depending upon what your requirements are so these are the different aspects and we will and now let's see once you have decided that um you want to go ahead with virtual agent uh so the first step that up would come up for you as topic recommendation now let me touch upon this one and show you a detail or analysis that we run so before we under as an organization we go ahead and decide where to invest and what are the different conversation we should be building we should understand the the paradigm and the different kinds of needs that the users are coming in with and that's where the topic recommendation or the intent discovery is the one that would be helpful so from your navigation menu you can just search for intent discovery and you would be able to run the analysis on multiple and different kinds of sources so the sources that we have out of the box are incident table uh you can run the analysis on uh request you can run analysis on any new utterances and as well as the transcripts as um transcripts that uh that has transpired for the different conversation that the users have uh undergone in the virtual agency now what i have over here is a sample analysis that i've ran and this is on the incident and if you see that it is time stamped with the date that i ran it on and it gives you a brief summary on what was what was be the records that were uh were uh were analyzed during this particular analysis and the key thing to note over here is what's the output of it so once this particular analysis run it clusters all your different incidents into uh clusters them into uh intents that you can go ahead and implement as a virtualization conversation now now over here it gives you what's the the records that have mastered what was the intent and just a sample way to read it is okay this is as it's an incident it's an id related incident related to software and specifically around sap now how does this intent help us now this gives us what's the percentage of uh incidents that are coming in with this particular intent that the requesters or the employees are looking for now [Music] um if we look at these it gives you the list of all of them and that's where you would be able to take the next step on to developing this as a virtual agent conversation now for our demo today we will be considering this as an instance where we will be uh be delving into virtual workspaces related issue and specifically to the citrix one so once you identify the uh intent itself for example you've been seeing a lot of uh incidents around citrix section being hung on a citrix session that needs restarting so once this intent is identified the next stop is the topic recommendation which is to identify whether there is something out of the box that can be utilized and how you can get that set up and get started with it so topic recommendation is where it identifies or the same analysis would now be represented in a way that you would be able to see it uh from a perspective of the different uh uh different topics that are available so this is uh uh separated and into two categories one is the topics that we can already handle as in things that are already available on the the system and is active for the end users and the employees to use the other is where you need to build and invest in so these are the intents where you would need to uh to create a conversation to create the topic out of it now let's say we were looking at the intent that was [Music] software application work uh virtual workspace so let me see if i have it here and this is the one and you would be able to get more details around each one of them now you would have an option to get let's say add to b now as we saw earlier that this particular intent is tied back to citrix specifically so what is it next that you should be looking at from an out-of-pocket capability to enable this um topic right so this is the identification of or discovering what your needs are the next thing is to go and see but the service now has it out of the box so i'll take a pause and see if uh isabella if there's any questions not seeing any i think we're good to go but we can just pause to make sure nobody wanted to drop anything in the chat or the question and answer function nope sounds good all right thank you everyone so next is uh our our documentation site right or even you would be able to go onto the store and look at the different versions and see what are different color of the box topics that is available from servicenow now i see that in under sir id sm documentation i see for a virtual agent we have something to manage centric sessions so let me see what are the steps and it suggests me to download a citrix connector now one thing to note uh from from the the slide that isabella showed us where we have a list of out-of-the-box topics so we have around about the 50 percent of our out-of-the-box topic has an in integration with a third-party application like one uh we had a question on zoom so we have that as well we have uh on citrix azure id and exchange online things like that so 50 of our topic integrates with them integrates with the integration hub spokes to build that automated experience for the employee now let's see how we can get this particular um connector so on the store you need to go ahead and request for this so if i search for citrix i'll get the list of all the uh the applications and you can go ahead and request it for your instance and this is the one that we will be helping in so once you request it once you get this particular connector on your system now you are set to configure and get started with building that background connection between virtual agent and citrix etc so the next step is where let me and let me navigate here uh to this particular point so let's say i would now once the installation is done this would be the i uh the section that would be available to you on your instance now the next thing is to connect our virtual agent or our instance with the citrix cloud server itself so once we click on home so this is where you need to do the connection between uh the the service now instance and help it talk to the citrix server so i have subscribed to citrix cloud so i'll just quickly show you what needs to be done so i have citrix cloud open so my first step sorry [Music] so my first step is already done so the next step it says is connect to the cloud now to connect to the cloud um when you hit on here you see that it needs a client id along with some secret code and this is where the secured connection between these two instances will be made so you need to go into citrix cloud and you need to go into identity and access management and for your instance you need to generate this client id through api access now [Music] right now for this particular instance i have already generated it but let's say if i have another instance that i need to uh do it for i just need to create come here and say okay generate it for me now again this one as well has it so it will in the background it will check for the subscription and it will generate it for you and we'll and it will be available for you here now once that's generated you need to add this details on what's the client id as well as the secret code so let me pause my sharing while i copy the quotes and we can take some questions at this point of time while i copy so yep one question just came in as a part of our clone process we exclude the journal table so we are missing all comments and work notes in dev and tests will this cause an issue with the analysis on the incident table for example um it wouldn't grind because uh we are you and in fact you can choose which particular tape or uh column you would like to run this analysis on so if you would like to do that on short description and if you think that a short description would not be a media content to do it you can jump on the description itself so it's not a detrimental aspect any other questions thanks okay so now you can go ahead test it and save this connection so in the background it starts getting all the uh the credentials that you would need and all the details on the properties that you would need to connect back to citrix server so now once this is set you would see that the data was synchronized and it happened at this particular moment now over here it still says the connection is loading and one it it has the next thing to configure is the property itself so let me see if i have the property loaded up yeah i have this over here now one thing to note over here on the property itself so there would be some customization or some uh items that would be very very specific to you as an organization for example the domain itself right now um if and this is uh something that you need to update over here and this is the main access that you need to do it through so you will be uh you need to provide this customer to me and once you provide this the second thing that you would uh you can uh configure over here this what is that particular column in your cis user table that should be taking uh should be considered as a citrix username right so right now out of the box it's username so let's say if i am open up shaker so it will take up dot shaker as the user name for citrix as well as well which is same as my service now username so let me go ahead update this customer domain and we should be set just a moment there foreign [Music] so i have updated the [Music] domain to the one that i need so we can look at the property again and this is now how the connection would happen through this particular demon for us so this is on how you configure and first of all identify which topics to leverage the second how to configure citrix on your instance the next thing uh is where we would go ahead and look at the virtual agent designer itself and see uh because when i looked through the documentation for service now i saw that there's an existing topic so let me go through this virtual agent designer and see whether it's there's a topic already so once you search it you would have a template topic to related to provisioning citrix desktop as well as citrix section so these are the templates that you can leverage at your organization and um and you can make changes customization depending upon what your needs are so for example the one thing and one thing to note over here is the scope itself now in in the conversation flow you will be able to run scripts different flows and different actions which it's us type back to a particular scope so let me change that to itsm virtual agent conversation so that it's created in the correct scope so that the scripts work um perfectly and and the actions were as expected so let me search it again so you can go ahead and duplicate it so you can go ahead duplicate it let's say i say citrix reset or service now now once you save it you would get few other play a few other aspects that you can customize right now a particular topic is driven through my or the identification of when to run this topic is run through two uh two in two ways one is a keywords based search that would be can be leveraged as well as we have national language understanding engine in the background which you can leverage and associate to a topic to run this part so let me quickly and uh in a short moment just show you how what are the different utterances now for example if you would like to change this if you would like to make some comments or additions to this so you would be able to duplicate this and add the utterances uh over here otherwise you can just go through it and it looks like for for my needs it would suffice in me so i'm good with the nlu intent i go to the flow and uh and i'll just take care of you messaging or the messages that needs to be sent out to the user now one thing to note over here is the next aspect so we are not um providing you help to create this conversation but also in the longer run help you analyze the data captured for each of this each of these conversation so how to instrument this data points or how to instrument each of this conversation so we have something which we call as deflection tracker or a deflection topic block now this is um now where it comes in handy is if you would like to understand milestone the user's journey on virtual aging and see how it's helpful and to what extent you um the end user is help you can go ahead and tie this back and say okay if the incident is created it suggests that okay i was able to um i didn't help them end to end but i was able to help them maybe at least reaching out to the right person with the right tactics right so you would be and we ship out of the box um different configurations and different uh patterns that you can leverage so let's say over here as we are creating a task we will say we have created a ticket out of it now other aspect of it is okay if we are creating an incident like can we track how many incidents are coming through virtual agent and specifically citrix related incident even though we ins uh invested in creating this topic right so you would be able to provide the table name as well as let's say the cis id so i'm not this would be the ssid that you would be getting from as an output of this one so just for a sample let's say if i say id of it once you uh do this and save it the next step is publish it so bare minimum um uh changes and you are all set to go um get going right now for our today's session what we did is we are we have created a citrix uh reset session topic on our on on our instance so let's give it a try and see how it looks [Music] let me impersonate who's our user and let me go on to yes now one thing to note like isabella was also mentioning her presentation that we are meeting the employees where they are so where they are generally spending most of their time so portal is just one avenue where we surface things uh conversation but you can use any of our channels so you would be able to integrate with microsoft teams and others as well so let me say and once this loads up [Music] you will see that we are we have custom greetings and it gives some information before you can get started with it so let me say i need to reset release a nice trick session or let me start with provisioning in fact so that you would be able to see how the provisioning works so provision me a [Music] a new secret session and in the background the energy that is shipped out of the box would uh take care of identifying it and says yeah i do have a option for you so i'll go ahead use the in the background we'll go to the cloud server and try to identify the different aspects for this particular user and then go ahead and try to help me as uh help me in provisioning it so right now it says yeah i'm eligible to uh either request for a desktop or an app and i say yes please go ahead and here it's done the request is submitted now in the background let's say the admins would um [Music] there's bare minimum uh touch points that our agent needs to do so that most of it is taken care of through the automated framework that we have so let me say no right now and and let me for for this particular demo perspective approve the request that just came in so under uh citrix you would see that there would be user requests which would be managed by the admins and this is the one that is out here now why before i approve it let me also show you that right now i don't have that desktop but once this request is approved it would be so once the request is approved it would come up and you would be able to see the desktop so this was a simple use case where i was able to provision uh or utilize an out-of-box topic uh custom make a few tweaks here and there and utilize it for uh for self-serving uh the end user now i'll take a pause um [Music] for any if there's any questions isabella uh do we have any questions on q and e um uh somebody is looking for the link to the itsm va spokes if we're able to share that we can drop that in the chat and then um i think that's the only question at the moment okay uh so we'll also be sharing out the useful resources right as well so that uh we can let [Music] now this is an example where we had an integration in the background right where we were integrated with a third-party uh virtual workspace provider uh the let's say if you want to go ahead and look at any so let me go into topic recommendations again and see let's say if i have to now how we are going to help you uh truly realize uh the end-to-end outcome is we have a service uh we have an out-of-box analytics dashboard that helps you i understand and get insight into how your virtual agent is performing so let's say if you want to see what's your investment on virtual agent is uh reaping benefits or not is it helping in deflection deflecting these low uh value high volume uh uh incidents or not so you can go ahead into this dashboard and get all those inside so this would help you identify understand what's the different aspects of the user behavior on virtual agent how each of the topics is performing uh how the users are responding back to these topics that you have built are enabled now this acts as an input or an insight for you to make the next iteration of what's next uh topic that you should be looking at now let's see best case scenario we would have all all the three are on the topic recommendation the one that we saw that the possible number of deflection is achieved for citrix now that's the one that's that's the percentage that's taken out from an effort that the agent would be and needed to invest in and you can look at some other topics right so let's say i have this topic out of box now i can go ahead and add it to the b or in fact leverage the virtual agent designer itself you say okay i see that there is a lot of issues around collaboration application as well so if i go into the designer the same process of uh iteratively and incrementally improving on it you will be able to leverage any of this any of these oil box topic and just hit duplicate and publish them and it's ready to use so i'll take another pause here um we do have a few questions um so one of the questions is um i assume all of this works the same whether using itsm portal or csm portal or fsm um so you okay so one thing that we uh we should now i let me show you there is on the configuration itself so on configure uh conversational interfaces you would be able to choose which portals uh you would like to uh surface the virtual region port so right now on this particular instance we have employee center and service portal and you can if you have a csm or fsm1 you can choose it and this gets represented or gets on that particular portal for the end users to use yeah but i think the question more so is for this particular citrix topic would it work on esc and fsm portals etc oh can we get a confirmation on that if that's the question in a moment i'm sure um so the choice is visible if you are utilizing csm fsm like we are with mobile agent app so it's around the choice being visible if you're utilizing one of these other products so so you would be with csm you also get a privilege of using itsm topics so you would be able to use it um [Music] i'll just check if this works cross-portal victor do you have an insight on that no it's my question to you uh okay i'll get back to you on that uh victor and uh others so i'll check if it's the cross-portal availability of the topics and then another question is how might customizations oh wait previous to that when you say customizations for conversation is it really more around configuration and configuring the flow of conversations can can you come again with the question when you say customization so it says when you say customizations of conversations is it really more around the configuration and configuring the flow of the conversation that's correct paul so for so most of the flow we have design keeping uh the motion request cases that we saw for our customer set now if there's anything from the flow perspective like we were on the topic so let's say if something or uh or an aspect of the workflow does not make sense for your organization that is what you can customize change and suit it more to your branding and then kind of within that same vein how might customizations of virtual agent impact upgradeability [Music] my customization okay so uh as you saw me i was enabling or duplicating a template topic so with template what we are trying to do is with each release if there's an update to it you still would have that temp uh template handy to uh which would be the most uh recent one and if you see the uh if you if you see from these note that it makes more sense for you to go ahead with the upgrade you would be able to copy it and your base version that you're still using would not be impacted i think um russell you might have been unmuted in case you wanted to clarify your question a bit further no pressure if you didn't want to yes i was just i'm just trying to say we use case management at the customer level so they go to the csm portal they bring up chat now but i'm going to use for virtual chats for them there but we also and the agents work from the case workspace if there's any elevation then they elevated either as an incident to administrators and software or to field service agents for hardware those personnel would also be able to utilize virtual agent to help them resolve issues and solutions in the future is what we're looking for and then we also offer both our customers as well as field service agents the use of mobile agent app as well as a customer portal from their cell phones so what i want to know is if the things i'm programming into virtual agent is transportable across all spectrums of not just itsm but csm and fso so let me address this from a more generic perspective the short answer is yes anything you build in the virtual agent is accessible across any channel whether you know any portal any app etc that being said as you're kind of alluding to you probably want to filter or you know put some conditions like hey customers cds group of topics agency these groups etc and so on so certainly yes yes yes so you can do that the question i i was inferring from your question what i asked abhinav was like in the citrix case uh topic or any other out of box itsm topics are those transferable across portals and i'm going to say it depends but i'm going to let up enough providing a color to that so as far as i remember um no of this one victor so the csm portal would have its own school right so that's why i need to check back whether it's across the ips and citrix topic is available on csm uh let me check that out well just to be clarified citric problem would never go to fsm because i wouldn't ask my field service agents to resolve a citrus problem that's for the system administrator software people in the citrix area so that would always be withheld within itsm far as incident management resolution and so forth or requests and that the catalog space so uh obviously uh we separate our knowledge articles by tier zero for self-help tier one and then the tier two tier three help is there so basically virtual agent if it's somebody a field service aid it's gonna only pull up the answers that he needs or she needs from tier 2 knowledge articles situated for field service agents so we try to be very particular what they have all access to [Music] so um one thing i'd like to um comment over here is you would be able to build that uh cross uh bot let's say you have one bot for csm one board for it sm you would be able to have that crossbots experience where let's say if there is some topic that can be surfaced to a customer or the external user they would be visa uh you would be able to surface those kinds of topics on csm portal versus iksm so you would be able to connect multiple bots together and see wherever the uh the synergy lies on the topics that can be surfaced for both kind of users you can do that and this spot can interconnect connect as an option is available from sam you'll go as awareness alrighty i don't mean to interrupt such a great conversation but we are at past time so i just want to quickly um go ahead and share these last slides really quickly to make sure um we can just cover it off so we do have a few virtual agent services or some services that help you maintain and build out your virtual agent so we can drop this um also in the chat but we have itsm pro plus coming out which is a do it for me white glove service that has our virtual agent optimized as well as our pro products so that is coming out and then um the next slide just talks a little bit more about some of the resources we have which we dropped in the chat and then no more time for any questions but we really want to thank everyone for joining us today i hope you enjoyed the session please do fill out that survey after and look for more coming events