sidebar is a new product released in tokyo august 2022 as a store app sidebar allows agents to to interact with other agents and subject matter experts to discuss on a case instant problem any task based record it also allows agents who are interacting live with end user to discuss with other agents and smes to get the help faster for resolving the tickets with high quality let's say beth angelin is an agent sidebar is available in few of the workspaces for tokyo so please do check our product documentations to see list of the available workspaces i can show two use cases one is how agent can work on any record based tasks like incidents cases and problems and initiate a sidebar discussion with other agents or smes and the second use case is let's say beth angelin is also available online to accept the end user interactions live she can also initiate a sidebar discussion to discuss with other agents and smes let's get started so in this workspace beth went and looked at all the incidents and she clicked on the latest incident let's see beth angelan wants to work on one of the incident that is a critical so she clicked on i can't launch my vpn client since the last software update beth is aware about the similar issue that's been handled by other agents so she wants to start a sidebar discussion to check with other agents if she can find any quick information and useful information to help her resolve this incident faster to start a sidebar discussion just to click on discuss button subject automatically populates with the title of the incident i can't launch my vpn client since the last software update add participants if a pre-fill configuration is done automatically the list of participants will be added into the participants list but pet can delete them and she can also add new participants to the list by searching on the names and she's going to send a message here and click on start discussion per record there will be one sidebar discussion window opens if you observe the instant is also added as a record into this window so that the other participants who've been added into this discussions can click on that record and understand what's going on with that incident and what in how they can help beth to solve it faster look into the number of participants who have been added into this conversation so we have five participants by clicking on information we can look at all those participants here so fred is there if beth wants to start this discussions you can click on start to favorite this discussion and she can minimize this window or she can cancel the video bit can search for kv articles for tokyo we provided search kb articles as a out of the box quick actions she can provide the keyword to look for all the matching kb articles let's say bit selects a kb article and sent to the other participants the kb article it sent as in a record within the discuss window but can also send emojis to the participants you can also attach files that you want to share with the other participants let's see on the front side how this discussion visible on his instance so i locked into fred instance in for instance if you look on the right side there is a sidebar discussion icon which is showing the patch count of two which means there's a new discussions has been entered into fred's sidebar discussions menu there's one previous but let's focus on the latest one that he received now fred clicks on this discussion [Music] fred can click on open record to look at the incident which beth has sent he can go through the informations that's been here and he can also look at some of the useful information like descriptions and who's been worked in the past and what type of comments or work notes has been available for that instant let's see freddie is aware about this and he says that known issue now fred can also look at other interactions other discussion that's available in his menu box he can look at unread message if he favorited any discussion he can also look at the favorites for his quick search fred can also search through his discussions to find a useful information by clicking on search account you can use a keyword to search for the matching discussions so our search uses ai on the background so it will go and look at all the available discussions where fred is is added as a participant and he can look at all these discussions and pick the one that's useful for him now fred can pin sidebar to his instance so that the sidebar menu always stay on the right side of his instance he can unpin and always click on sidebar discussion icon to look for his discussions list now if fred is working on multiple discussions all those multiple discussions will show up will be talked about anything that is overflown will go into the overflow and with the extra number of windows that's available now looking at uh if fred wants to send any kb articles so there's a quick actions out of the box available with search kb which will show the list of the available kv articles with the with the matching keyword fred can select one of the keyword and he can also send to bed if it is any useful one for her to go through it when he signed the kv article goes as a record for the other participants to look into let's say fed a friend decides to pin this message to the activity stream by right clicking and post to activity stream this message will be added into the activity stream now let's go back to bath instance and look into the activity stream so if you look at the activity stream whichever is the latest message that's being saved posted into the activity stream will show up at the top an activity stream will also have the new discussions record for other participants to open and understand what's happening on that window on that instance and whatever the comments or replies from the participants let's say beth decides she doesn't want this message to be posted into the activity stream she can remove from the activity stream so that message is gone from the activity stream now let's say beth angelan is also working as a live agent who is available who made herself available to accept the end user's chat conversations now for this use case bet angelin is the agent and able tutor is our end user so let's go into abel's instance so abel is in end user and he has some questions and he needed a help to interact with the live agent now you can go to his service portal and click on the chat icon to start a conversation he wants to interact with the live agent correctly so we choose live agent support so the message says please stand by while i connect you to a live agent now let's see on that side if she receives abel's interaction into her inbox she got it now but accepts this interactions to start her conversation with evil agent chat window opens and she starts sending message to evil now let's go back to abel who please so able wants uh he has problem with email server and he wants the server to be available soon now he sends to you but [Music] let's go back to but instance now on both sides so to start a sidebar discussion back clicks on discuss pattern within her agent workspace in agent workspace subject is not auto populated so agents has to provide a meaningful subject based on the questions that they have received from the end user now beth is aware that which participant has this information she can in fact take out the other participants and she can add a new participant who might be very much aware about this issue and can help her faster clicks on start discussion okay there is a new window opens for this new discussion just to keep the live chat active and beth can favorite this chat and she can work on multiple other discussions simultaneously and now on fred's side fred received a new discussion so now in this case fred can quickly search search for the previous one and he can just reply to that so there was already an email server issue has been asked like last week and now there's another one came up from the end user so looking at this fred can also make this has priority and he can work on to fix this issue faster so sidebar it helps the agents to get the help faster and help the end users with the high quality and faster resolutions to install sidebar go to system applications and search for omni experience standard feature search so if it is not installed click on install to get this store app into your instance let's say if you did not find in system applications you can also go to servicenow stores and search for omni experience standard features set and get it from here you can follow the summary and key feature system requirements that's been provided within this store app now once your sidebar is installed go to conversational interfaces click on settings you will find sidebar in on your left side menu click on sidebar as the default sidebar is always activated in your instance if you want to deactivate click on this toggle button to deactivate sidebar now to let the agents to use emojis within their discussions activate emojis discussions and now for the participants if you want to have a preferred setup to be activated which means when you start a sidebar discussion automatically the group of assigned members will be added into the sidebar discussions you