all right uh let's go ahead and get rolling here guys we have a lot of content to get to so I'm going to get right to it um greetings and thank you for joining this live on servicenow webinar session uh over best practices for deploying and driving uh the adoption and uh deployment and Adoption of servicenow for Microsoft teams um quick statement about forward-looking statements here uh we're going to be talking about some functionality of servicenow inside of teams uh anything forward-looking we may talk about represents a plan and not a promise and should not be used to make any purchasing decisions um today's session is a part of the live on service now uh curated series of events to connect you with servicenow experts and peers that can help you deploy your products and Achieve value faster we hope you join us again at another webinar or Meetup you can see the schedule by scanning a QR code here or by using the link provided in the chat okay a couple housekeeping rules please do keep yourself on mute I'm not sure there's a way to come off of it but we will be using the Q a feature throughout this presentation to answer questions after afterward so please go ahead and use that to ask at any point during the session and if for some reason we don't get you know like I said we have a lot of content to get through today so if we don't get to all your questions we will review the chat but please ask your questions again on the page in the community where the session recording and deck will be shared I will be posting that in the chat so um you can always refer back to that for the content from today's call and the recording and to ask questions um and after the session ends we'll be providing a a survey so please do let us know share your thoughts on How We Do It um okay and food do you want uh want to introduce yourself to the audience say hello thanks Jeff hey everyone hi my name is Fu I'm a product manager at service not focused on integration and I'm super excited to hit today to show you guys a lot of that we have a lot of information to show you guys so hopefully you might we might go a little kind of fast but um you might want to watch it again when we post it on YouTube yeah super exciting thanks boo hi folks my name is Jeff Fox I'm also a product manager here at servicenow focused on the servicenow for teams integration and on the Microsoft Alliance I really fulfill a go to market uh role uh here for the team um so I'm excited to chat with you guys as well this is some new content for us uh and let's let's look at what we're going to be sharing today we'll start with a couple of poll questions here and then um fool will take us through information on the alliance itself and some customers sites we'll go through these tips that we have around integration adoption and deployment we'll share some resources about this and then get into our q a so without further Ado let's roll the polls poll number one should be coming up for you all now has your organization uh completed its integration between servicenow and Microsoft teams please let us know all right thank you guys okay we'll just let this go for a couple seconds appreciate your insights okay all right can we go ahead and let's share this now we can okay folks so thanks so we see just four six percent uh folks have actually done the integration this is great news guys we're going to be sharing a lot of information with you today that should help uh you learn more about the integration and know how to do it well um a lot of people haven't done it but several are planning that's fantastic yeah that's that those are a good polls um so this session here is um like integration tips it's it's basically catered for folks who've already done it so uh we're gonna show you some stuff that uh that might be kind of foreign to you guys but maybe you guys can rewatch it once you do the integration all right let's go with uh question number two please all right if you have not integrated when are you planning to do it is it within a quarter or so within six months more than six months we're not planned okay okay this is really cool seeing a lot of folks have plans in three and six months let's give it just uh let's go ahead and in the poll here share the info please so again as we can see we've got about 24 Looking to deploy in the next three months and another 30 so that's more than 50 looking to to go in the next six months and uh another 13 after really cool and guys we got one more question for you this is really helpful uh can we roll question three thanks what is your organization's primary source for integration content so in you know content about the service now for teams integration please let us know where you would typically go to look for Content about servicenow and teams integration interesting a lot of people going to product Docs if you were going to community I got almost three quarters people responding let's go ahead and end this poll as well please those are awesome yeah a lot of people going to product docs a lot of people going to community okay awesome yeah good to know all right Foo you want to take us into our first topic yeah thanks Jeff um so I'm gonna we're gonna talk about our alliance and then uh customer insights and I'll give you some integration tips all right so in the new world of hybrid work the digital experience has become Center Stage employees see both complexity and opportunity in a new Talent landscape C3 leaders need to take a more active role in building resilience and well-being in the organization according to the 2021 um imperative report that surveyed over 3 000 employees at large Enterprise across North America and Europe 63 of employees prefer some amount of remote work while 53 percent of employees believe that their organization have taken the necessary steps to manage the stress of working remotely and 50 percent of employees prefer remote work situation now this puts business and organizational leaders in a unique challenge how do they keep their business productive while keeping employees happy servicenow was born to help organization with these challenges our purpose is for us to make the world of work work better for everyone we have the capabilities on our platform to digitize business problems across the entire Enterprise with that said servicenow and Microsoft realized an opportunity to work together to help organizations accelerate their digital experience now everyone knows Microsoft empowers every person and every organization on the planet to achieve more Microsoft teams transforms hybrid work to the point employees are now spending more time than ever in teams as a servicenow customer you already know our cloud-based platform and solution delivers digital experience to make the world of work work better for you that sounds great and Allah but why did servicenow partner with Microsoft the answer the customers asked for it did you know that 80 of Fortune 500 companies have some integration with servicenow and 91 of those companies are already using Microsoft team we had a poll asking what is the most important platform for chat by integration Microsoft teams was the most popular response realizing that this this integration would improve employee satisfaction and aging efficiency made a relationship strategically important now over the past few years several customers have successfully integrated servicenow virtual agent within Microsoft teams with great results here is an example Levi Strauss has a global Workforce their challenge is how do they modernize their help desk experience so employees can get faster support such that they can get back to supporting the business because they are Global they need a scalable solution to support work from anywhere so the integrated virtual agent with Microsoft teams after implementing the integration they saw a deflection rate in cases of over 50 percent and their customer satisfaction scores surge to a hundred percent a first in their 14 years since they have a global service desk they were able to use Microsoft translator to handle real-time communication and translation between agent and employees now so this session here we're assuming uh that you have already integrated servicenow in teams now we saw in a poll that you guys it was a four percent a majority of us haven't if you haven't um Jeff will posts a link on step-by-step integration guide and a teams demo uh that you can watch on YouTube to see how everything put a place together um but this this session here is is mainly for folks who are have already integrated search now so maybe if you integrated uh later and then um come back and watch this as well so this will give you some tips on on how to resolve some of the most common questions that we get um so tip number one how to fix conduction issues with Moto and custom portal in teams I'll give you a live demo on that uh we see this issue come up a lot the other one is how to override the employee Center portal in teams so maybe you have a custom portal or you have service portal that you want to surface on teams employee Center is kind of is is pretty new so you might not have you might not migrate it over yet so we'll show you how to do that it's it's super easy and then the last one is how to send custom notification to A team's Channel and this is um this use case is where you know sometimes there's a major incident or there's an incident assigned to a task and you're getting emails and you want to get rid of emails and you want to send it to teams the team Channel instead we'll show you how to create that in five minutes with no code at all so with that said I'm going to jump straight into my my browser all right okay so the first tip you'll see uh let me move this real quick so the first step you'll see is when when you have a um your virtual agent uh let me start over let me start a Channel or a conversation real quick and your user selects a topic let's say they have a VPN issue and your virtual agent is going to ask a series of questions so how to resolve it so I have an apple machine [Music] and by the way this is out of the box so you don't have to building these conversations it's going to give you some sort of um a resolution I'm going to say these steps weren't helpful and what the virtual agent will do is look up a KB article to see if this would resolve it so here's the KB article now when you click on this this is called the Moto and you notice that you'll get this error here okay it's a refusal to connect so we wrote an article on how to resolve this and basically this is an iframe and whenever you go from a like the Microsoft domain to servicenow domain the browser is going to reject it right so the the trick is you have to create a a response header so if you go to our if you go to our a community we have an article here on how to resolve it so Jeff will post this link in chat so please bookmark this so this is a very common mistake and the solution is very easy you just have to create a go to the response header and just create a record and just add in these these values here and it should look like this and you're basically allowing servicenow to accept any connection from the Microsoft domain teams okay so let's let's uh let's go to it so basically let's go to your sys properties now whenever you go to um so let me uh let me paste that see let me go to here and it's yeah I'm going to respond response header no actually no it's not it's actually a table sorry it's not a resist property so we're going to go to the this table here sysresponse header.list and this is the response header now in order for you to make any sort of changes here you have to be admin or you have to elevate your role to security underscore admin okay make sure you have that there and I've already created this record uh it's on the global scope uh it basically tells you exactly what to do um so I'm going to enable it oh I gotta I'm gonna refresh this real quick it was demo Gods right yeah I have to enable that and then uh basically I've already created this you have to create this yourself and I'm going to activate this okay now it's activated now I want to go back to teams and I'm going to click on the same link again it surfaces the QP article so this is a very common issue that we see a lot so um basically just create this response header okay now the next tip is so you you have your virtual agent and you can Surface your custom portal here okay so in our in our integration guides um we show you how to um embed the employee Center now cut a lot of our customers have already have a a portal so they don't have to use employee Center so how do you override that right and so uh it's pretty easy so here's another link and Jeff will post it here it's in our product box and it's it basically says how to embed a custom portal okay so the way to do that is it's in your sys property so we know there's this property and we're going to go to we're going to look for a the property here and I'm going to go to the right scope and it's going to ask you for values and so um if you don't know what the value your values your suffix values of your portal page uh it's actually here you can go to here [Music] so here's a table that can contains all your Portal information okay so you need this suffix here okay so I'm going to use service portals I'm going to use SP I'll put SP here hit update and it should um your your users will get this update uh once your browser cache is timed out and it'll it'll um it'll show the SP here but if I do a refresh here it's still going to show employee Center so what I'm going to do is I want to clear my cache on this browser so it's going to show employee Center again right so I'm going to clear my browser cache and hopefully I'll log in again foreign while you're doing that we did get a question couple questions about the difference between the uh web version and client version of teams uh can you speak to the ability to open the iframe in client version uh is that same issue present for uh does that is that same issue present that's a great question I don't I think it's still the same issue I think it's good practice to to do because you can't restrict your users um between native and and web so uh you should always create that um you should always create this iframe because it uh it opens up it uh basically solves a lot of other issues too um when you do service portal here it will also fix a service portal as well so so this bit this basically says just give me any anytime you come up from this domain just give access to it from teams got it thank you okay um so going back to here now you can see the employee Center it says now you have a service portal now if you want to get rid of this name um in our integration guide we show you how to download the Manifest and in that manifest you would have to change the name of it so let me show you what I'm talking about so there's a thing called manifest so this might be form to you guys but if you go through the the integration guide we'll show you how to do it so you have to create a manifest and this is where you change the name of it so employee Center you just change it to whatever you want you download the file and then you upload it to teams and then you get you'll get this changed but the change to change the url for this you want to do it in the sys property okay see I'm trying to let's Okay so the last one is how to send custom notification to A team's Channel okay so this is this is actually pretty cool um so you go to teams and I want to create a a channel and I'm going to say um let's say major incident team okay so I have a channel here and the goal of this is that if I get I'm part of the major incident team and if I get um uh if there's any incident that becomes a major incident I want some sort of notification uh here okay uh this could be anything right it could be like you know I'm part of like the approval team or or the application team it doesn't matter so this is this is a quick example so here uh let's go to if you never use flow designer um here's a taste of it so flow designer is a way to automate a lot of these things so we're going to create a flow and what to call it major incident [Music] notification okay and so in a flow there's two things a trigger and an action so for the trigger we want to see uh for any uh created or update on the table incident so it takes a little bit a while to Okay so look at the instant table so and for the condition we want the major incident state to be accepted again you can say if the assignment group is assigned to my team or whatever but for this example we're just going to do this and we're going to run it every time there's an update hit done so now you have the trigger for the action you want to create an action so if you type in teams there are a whole bunch of spokes here and spokes are just um uh their sculpt apps and these are out of the box and so you so you see that there's Microsoft teams graph this is more of an API but this one we're going to use Microsoft teams and these are web Hooks and we want to post an instant detail to that Channel so it's going to ask for a web hook URL now what is that now if you go back to teams and in this channel that we just created uh click select connectors and Microsoft has this thing called webhook um web hooks something configurator or something like that oh incoming web hooks okay so I've already added it and what we're going to do is I'm going to configure it for this team's Channel let's click on that and we're going to say major incident notification you can change your image here and I'll hit create and here you can see there's a URL here and copy that hit done all right so let's go back to flow designer I'm going to paste this web poke URL here and say it's going to ask you for the incident we want the incident record so we can either drag this this is called a data pill you can either drag it here and for the title I want the short description now we can go here just navigate down to the short description and drag it over or you can just use this and you can just dot walk it so click on here and I'm going to say description like so hit done hit save hit activate all right now we're done so let's trigger a major incident so let's go to let's go to our instant table so let's select an incident uh can't register yes all right let's make this a major incident all right so this is a I believe this is a normal incident and I'm going to promote this to a major incident like this say demo and we should see a card show up here fingers crossed [Music] and there it is right uh there's two p is I might have another one floating around but you can see that without any code line of code you can basically generate a custom notification within few minutes so those are my quick tips I have we have three minutes or a few minutes uh if you have any questions Jeff any questions out there yes there actually are food thanks so there was one question about do the polls by teams from servicenow can't as transactions against the integration hub uh yes so if you look at uh integration that's a great question not not just not just that uh yeah so there's a thing called integration usage right here and so in my instance every time you you make a call to virtual agent you can see that there's some sort of usage uh in integration Hub um so if I look at this spoke call my smoke now there's one that's I want to drill down to yeah so anytime you you make a call like a notify call uh if you if you launch a conference call or you speak to a virtual agent uh it's going through um integration Hub so it is it is a count against it thanks again yeah cool uh there was a question about uh how to get the KB articles surfacing in teams uh one um attendee currently they're forced to open in their portal yep so um there's a there's a plug-in here uh let's see it's called let me see if I click on here so in the article that Jeff put um there's a plug-in here it should be in you you should already have it installed so let me see and what you want to do is I think you have to have it 306 I believe that's what I wrote so let's go to this might take a while um plugins yeah I think I have three zero ten or the latest ones three zero ten I have it 306. check to see you have three zero six um yeah if you have it then it should have that Moto okay cool um another uh question from uh caller are web hooks only uh supported method are the only supported method for posting Channel messages no there there are others so let's go to another action so web Hook is this is this a really quick way of just posting anything right um but there are others there's a thing called Microsoft teams graph if you look at it these are are very API focused and you have to set up permissions per for your API in your Azure account um but you can do a whole bunch of stuff you can like create a channel dynamically delete a channel look up look up chats and people you can also post stuff too so this is a more robust way of doing it but you would have to set up your permissions in Azure API permissions and there's your first and there's a there's a it's in our product box to show you how to do that but for this demo I just wanted to show you a really quick way of just doing it without any code at all but look at look into this one this is more robust cool thanks there are a couple more questions but I think we need to proceed on awesome yeah um so those are those are awesome uh Jeff so those are three integration tips I know I went through those really quickly um so next we want to talk about adoption tips so Jeff hennett to you all right thanks Foo that was awesome those integration tips are super helpful so hey folks we're going to talk a little bit now about uh some adoption tips best practices um you know so let's say you uh done the integration and you're ready to roll out to your organization or maybe you're you're planning the integration and you want to develop a a plan to drive adoption uh you know so that's what we're going to talk about now and and really the idea is to you know make a plan set some goals that you can track and communicate communicate communicate um in terms of guidelines you know it's important to really identify what the desired behaviors of your end users are and get those documented so that you really know the targets that you're trying to hit and once that's done you can set some key performance indicators key process indicators to track and particularly if they're around virtual agent you can use VA analytics there's other ways to track other other uh um types of functionality but uh you know set those desired behaviors in your your actual metrics that you're going to hit and then come out come up with a rollout plan so food's going to address some of this a little bit later on but if you're going to do a phase rollout there are some good practices to follow um so it's it's really key to make sure that when you're making your rollout plan you know how to roll out the integration to your users in in the most concise and clean way um and so you know that does mean that you can either you know start out with a test group you can roll out to one unit or you can roll out to an entire group and and that can be configured uh just according to however your organization wants to do it um and then it's important to you develop a change management plan so that you really manage expectations uh use whatever your organization normally uh would do to to roll out a new um uh application um and follow that plan just so that uh folks know that it's coming they know what to look for uh to minimize surprises and uh questions back um and in the way that to typically do that is to really come up with you know based on what you want people to do come up with a little bit of documentation to just show what uh what that desired behavior is here's some examples of how that could look and this is included in a document that will be put in the chat around that uh the customer adoption Playbook just posted today in fact so on the left side we have an FAQ you know you guys who've done the integration know that you can do and maybe maybe more people hopefully know that you can customize the name and the icon of the app as we showed earlier so you can talk about that and here this really just has three kind of Key activities right one is to go into teams and click on a particular you know the icon maybe provide a little bit of messaging there to talk about what to do when to go in um and then uh you know secondarily you want folks to go in and use the chat and here's what to use it for right get information resolve issues through the virtual agent make requests and transfer issues you know you can get to a live agent this way as well if you're using VA uh and then finally you know the third pointer here in this FAQ is to access employee Center and talks about what you can do in employee Center and what a powerful tool that is here we have some other types of content you know this one's kind of a copy from what's there but you know you can talk more about what can be done in employee Center and you can show it a little bit more just anything to give people an idea of what to expect um would be useful there so come up with those kinds of materials uh to answer common questions and then you know when you do your go live announcement do that however your organization normally would do it you know if it's an email or a newsletter typically for this row out you're going to need to guide people to go into teams and click on something there's not typically a link so so that's important to do and then perhaps most importantly you got to follow up right talk about how people have had success talk about some of your metrics that you've seen and what you want your users to do and if there are new features or new use cases that are coming out you know talk about that as well um and uh so that's pretty much it in terms of trying to drive adoption these are some good practices that we've seen work for customers and um would encourage all the folks who are planning to do it to to check out the article in the chat and proceed from there so I'm gonna pass it back over to food to talk about deployment tips Boop awesome Jeff thanks that was that was really great um so I think we have we have some time uh before I go into deployment tips so uh there are some a lot of questions uh in in the chat and a lot of it has to do with you know integration Hub right so integration Hub is required uh for this teams integration if you notice that when you install the teams plugin uh it also will install integration Hub in there um the spokes that I was using I believe that's standard uh it's it's um it's it's standard so um I you don't need itsm Pro for that um so I want to address that question there's another question um it says we are already using Microsoft teams integration with servicenow under the mem workbench right now we have embedded configured manual chat and Conference calling features however we wanted to enable Dynamic meetings invite to send in Outlook so this is a really good um uh question so so what this user is asking is that in MIM um when a when a incident becomes a major incident there's a thing called workbench uh let me actually let me show you how that looks like I know some folks haven't I haven't seen that okay so in so let's go to let's go to incident uh and let's go to that major incident where's that major okay that major incident that I just promoted so when you promote an incident to a major incident you see a thing called workbench and then you see this related lists called major incident and when you click on it what the user is asking is typically when a major incident occurs um you can create a war room and with a war room and war room is basically you create a team's Channel and and launch it so if you go to collaborate uh you can select a new communication plan it's called demo you can do a group chat or you can create a conference call right so you notice that this is kind of manual right so what the user is asking is that can we automate this if a major incident gets triggered uh can we get I guess get the right people and just automatically create this communication um without doing it manually uh I think the short answer is I don't think you can do it right now I think that's a that that's a feature Gap uh we had a call with someone yesterday asking the same thing um currently right now it's manually but it we are looking into how can we manually do it you might be able to do it using the flow designer but I haven't done it yet um so I don't know if flow designer is able to do it but maybe something uh we can look into it later on but out of the box it cannot automatically do it for you hopefully that answers your question um okay so uh real quick there's a couple questions about the browser cache timeout I think that you talked about earlier I'm not sure if that was addressed online but yeah I I've addressed yeah you're right so um in terms of like um when I did the change um from employee Center to service portal um when the browser cache times out it's going to reflect the service portal but due to the sake of time I didn't want to like wait around for the browser to timeout I just cleared my cache and then this is how you see it here so you don't have to your users don't have to clear a cache it would eventually just get this instead when it once the cache times out thanks um okay uh the next thing I want to show me much one second so next thing we're going to talk about is deployment tips and so let's let's go through the deployment tips all right so there are five deployment types this is a this is when you're at a certain stage when you know you're ready you're ready to go everything is is you know validated and tested and you're ready to go so the first one is using teams um so whenever you when you first time you deploy it um um typically the users have to search for it and then they have to manually install it um there's a better way of doing it you can go through a team's policy and actually do a mass deployment or you can say hey I want teams uh the virtual agent teams app for people in a certain region or a certain group and then just roll it out incrementally or you can do a global rollout right so I'll show you how to do that now I'll actually show you the manual way too the other one is um the app can be buried somewhere on the left hand menu menu and I'll show you what that means and you can actually pin it or position it and the other one is two-way uh there's two ways to Brand your virtual agents Auto linking uh and then the last one I'll talk about like how do you measure success like when you deploy it what do you look or how do you how do you know that people are actually using it on teams so those are the five tips and I'm gonna I'm gonna show to you right now all right let's go back to okay so the first thing is okay so you have virtual agents uh uh already uploaded to teams and so a typical user would say oh I'm just going to look for uh virtual agent and they're going to click on this and they can hit add right so that's a very manual way of doing it right so we don't want that we don't want to roll it out like that okay so the way to do it is um you should have a thing called oh that is your um admin.teams.microsoft.com this is your admin console and here if you scroll down to teams app under manage apps now I have a custom app and it's called Alfred okay and you want to roll this out so the way to do that is you go down to setup policies so by default you should have a thing called Global policy now you can create additional policies so in your Global policy there's two sections two sections here one is called install apps all you have to do is just add and search for your custom bot I already did and just add it here okay and then it will get deployed um for everyone now I already did this because this takes sometimes it takes like 10 to half an hour to propagate through all your team's clients so I've already for the sake of time I've already done it already the other one is pitting the app now you notice that I pin it up here sometimes when you add an app it can be buried in this somewhere here right so if you want to like move it all the way up here or any we reposition it you can by another policy it's same policy but a different attribute it's called pin app and you can just like move you know stuff here and here near so you can add it and then move it around so this is how you you manage the apps on your menu here okay uh the third tip for deployment is um branding or virtuation now you notice that my virtual agent here is called Alfred and I branded it uh to my to my Corporation okay there's two ways of doing it one is you go through the Manifest way if you look at our our deployment guide we actually walk you through how to do it so if you look if you go to manifest and you have to create a new manifest and this is where you know you can name it and you upload the images and then you download a zip file and then you basically upload the zip file to teams uh and then it'll show up so we walk you the entire process there so go take a look at that and that's how you brand it from a manifest point of view now we encourage you to do the Manifest because in the Manifest we also embed your portal here okay so not only do you get branding but you also get the embedded portal the second way of doing it if you don't want to go to the Manifest that's that's fine as well we have a out of the box virtual agent called now virtual agent and you notice that it's using our logo right and let's say you don't want to use that so you can go to here in your admin console go to manage apps and search for it so it's I think it's called virtual agents yeah right here and here you can just click on customizable and then you can change the name to whatever you want and upload whatever image as you want again this is the out of the box which means that you don't have the ability to embed your custom portal so that's that's the difference um you can go through the customization The Branding here but you won't get the embedded portal okay um the fourth tip is called Auto uh Auto Account linking and what is that let me see if I have do I have Auto Account no I don't okay Auto Account linking is the first time your user uh logs on to uses teams uh your virtual agent it's going to prompt the user uh do you want to trust this or you know log in or some sort of prompt to to tell them that you know do you do you want to use this application okay um you can avoid all that stuff by doing Auto uh Auto linking so we have an ability called Auto Account linking uh it's it's in our product docs so what that means is all you have to do is you actually don't have to do anything you just go to your Azure portal okay under your ad and in your users you just got to make sure that for example this guy the principal name or Dwight equals the email of your it equals this to the to the email so if you have this it matches your principal name it automatically does the auto linking it won't prompt your users for some sort of like authentication okay and if you go in here you can see that there's a thing called view link accounts and you can see that it's mapped to my um my Microsoft tenant okay so that's Auto linking and the last deployment tip is um how do you measure virtual agent adoption on teams and what we suggest is um there's a thing called virtual agent under a virtual agent conversation uh compensation analytics called virtual agent dashboard now you have to install a plugin for this so make sure I think you need itsm Pro for this but this is a separate plugin um and this will give you a health check of virtual agent it tells you like what topics are people using and so forth but what you're really interested is under conversation it tells you the channel right so you can say you can see that if people are using virtual agent in the web portal but here you can see that this is all teams right and so if everyone is using virtual Asian teams that's a sign of success and you can see that hey some people are using it for two hours two minutes or whatever and was it resolved let me see go down here and how was the result was it closed by virtual agent or did they have to go to a live agent so the the more uh closures for virtual agent the better success because that's self-service instead of going to a live agent so you have VA closure and then La is live agent right so this is how you measure success um so those are the deployment tips we have a few minutes um are there any questions actually no let's let's go through the um resource guides and then we'll go to q a after this so Jeff I'm going to hand it back to you thanks boo and those tips are just amazing on the um deployment so okay folks uh sharing now the resource guide sorry so these are resources uh that we've talked about and referenced and several of them have been shared during in the chat for today you'll get this deck and be able to to share these to to access these links uh We've looked through all the integration tips that uh Foo had shared there's also an FAQ document in our community the adoption Playbook that goes into more detail on the topics that I talked about for adoption referenced here as our Foods deployment recommendations and best practices so um please check that out and we've got a solid 10 minutes left for our q a so let's get into that um whoops so sorry um yeah I can I can answer one of them um so one one question was we have VA pinned and when you update an app well end users receive any notifications um they won't get any notifications on teams so like a badging for example I assume uh so that question is um so it's it's a no in that one yeah thanks um see oh food there was a question in the Q a about how long is the data retained so the customers are the attendees of government agency uh they keep they have to keep all teams conversations for 10 years are they stored somewhere so that they can be accessed if needed oh that's a really good question okay so um let's talk about that uh let me bring up my one second all right we're going to start talking about some of the what goes behind the scenes so we have a uh another product not a product but an article uh talking about uh we have an FAQ site and it it talks about like it's a very common question that we get so let me see if I can get it for you real quick um right uh they're also while you're doing that Foo if I can add in there was an issue I think around trying to set up a meeting maybe through major incident workbench where uh one one attendee said they're not able to add any user from the user table only on-call group were able to be added for the major incident call inside of teams yeah you gotta check the role see if they if they're part of that uh like you can't just add anyone like major incidents I think there's a specific role that you need to have to be added um so check the roles of the users you just can't yeah you just can't add anyone there I think some sort of logic that that prevents that um I'm trying to find FAQ okay let me uh let me share my screen again let's see which screen should I sent foreign so okay uh Jeff I'm gonna actually I'm gonna paste this in the chat uh f a q oh yeah this is the yay one yep okay so we have a wealth of information here um so there's a section called a security FAQ and to answer your question about retention in terms of data um we do we do have something here okay it says right here um the retention rate for chat messages on the team side is 90 days right um so uh all that data is stored on teams however we could also import the chat messages into servicenow in the table okay and that lives forever there is a script that you can enable that that removes um the chat after a certain a period of time um I can look up the script for you if you're curious but by default that script is disabled okay uh so that's for chats okay and so I want to show you something else too this is a really good question now we get into the deep stuff um there is a table that stores links so if you go uh let's go back to my instance so let's go through this instance [Music] um foreign there's a table here um called notify connector a notify conference call that list and this is where we store uh no this is not it this is where we start a conference call but I believe there's one that sends you the link to the car oh there here's where here it is this is what I want to show you so whenever you have a major incident um and then the call is getting recorded we store the URL to that recording and it's it's hosted on Microsoft okay um so we store this in the table and this is this is the table name uh notify underscore conference.com so hopefully that answers your question about retention and what service now stores and not store Okay cool so I don't see any open questions we've got folks asking if we can save this chat uh which is pretty cool uh I know we'll get it when we're done I'm I don't know that there's a reason why we can't post the chat to the Community page we'll we'll see and if we can we'll post it I don't know if that's something we do as a part of standard or not as a standard practice or not um okay another question I see a food from Charles is are there additional plugins that may appeal to a customer that you know of pretty broad question yeah I think um so let's let's go to [Music] um it really okay so so basically uh so we go to plugins right what we recommend is the basic integration okay and so what does that mean so if you search for itsm I.T service management right here okay so there's a thing called like this thing called servicenow from Microsoft teams right and this is the basic plugin that we recommend for everyone and it contains four things the meaning extension um HR you don't have to have HR if you don't if you don't want it but it comes with it and then this one is the most important is the itsm1 and I think called notify connector this is where you can make calls and invoke uh chats and stuff this is important these are the basic just to get yourself up and running okay um with this you also need virtual agents so if you don't have virtual agents you can get the virtual agent VA light and that would work but VA light you know it's it's the free version that's the trial version you only get four plugins the other thing I suggest you do is install I think it's called itsm topics or something like conversational topics so there are a ton of topics conversation [Music] is that I think there's a thing called itsm conversational topics this this gives you a number of out of the box um topics like reset my password or the printer's broken or so so you don't have to build any of these uh these VA plugins um the demo that uh that uh Jeff posted and here's the demo it's basically [Music] um here's a demo that it's like 10 minutes and it gives you an overview of how teams integrate with service now how it works and there's a section here that I use I'm using a thing called um service operational work um service operations workbench and this is our new agent workbench um and it'll you know you have to install that you don't have to you if you want to use it you need to install that that's something new um but there's another thing that I show you and you can see that this person right here is using Spanish I'm also installing a thing called Dynamic translation dynamic dynamic if I can spell translation right here Dynamic translation and I've installed this as well and it's going to sell a whole bunch of plugins this is for virtual agents and I'm using the Microsoft Azure translator so I'm passing Spanish um and it's going to translate automatically into English so watch this demo so that's the other thing that I've installed as well and I think we're in a Time Jeff yeah that's it nicely done sir thanks everybody for joining um but you want to take us out yeah so hey no this is this is a great session we encourage you to go to you know office our our next office hours to ask questions uh it's very open and the other one is go to our community you know we have a wealth of information and we have a lot of YouTube videos so you can just walk through some of this stuff um so basically you know let us know we know how you we can help you but do consume our content this is one of the poll questions how do you consume our content and if you're consuming it on our product docs we will invest more time but we also like to write articles for you guys so yeah thanks boo thanks everybody for joining great session um we'll get things posted uh to the pages that were uh sent and uh sent in the chat and we'll hopefully be able to get the chat posted as well thanks everybody for taking the time to join us we'll see you next time bye for now thanks bye foreign