all right um welcome everyone today is our 24th session of the platform Academy I am very happy you decided to join us today um my name is Lisa hornstein I'm an outbound product manager for the now platform specifically for platform workflow that includes flow designer process automation designer and decision Builder and I've been working with the now platform for over six years and I've been working with servicenow for about three and a half today I'm joined by my colleague mudit Moody please give a quick introduction to yourself thank you Lisa thank you for having me here I'm really excited today so hi everyone my name is I'm a product manager with servicenow platform team and I take care of products in service now which deal with adoption of applications and product areas that you've purchased as part of service now as part of your you know overall suit of products that you buy from store and yeah I have I joined servicenow around a year back and I'm super super excited to be part of this journey and you know when I think about digital adoption this is this is one area that really excites me so I was I was going through you know digital adoption and I realized that you know last decade has been such a roller coaster such a high drive for all the digital position across the industries across the market which brings adoption as one of the key challenges that our customers face today and which is this is what really excites me about this area and I'm super super excited to be here today talking about servicenows you know adoption services the products it consists of and the solutions we can have for increasing the overall adoption that is super exciting I'm so glad to have you here I think it's great to speak about those uh products that we'll see today and I think it will be super helpful to have this content available on demand as well so we have a couple of people joining us but as always this session is being recorded and I will edit this next week and then upload to Youtube so you can find this in the platform Academy playlist on our now Community servicenow now Community Channel on YouTube um and we'll also share all the um the deck and the info on the community so um with that I think I can start our initial survey so we would like to see some info from you if you have seen any of the products that we're going to speak about today are you aware of them have you seen them before have you used them before okay so here's a quick forward-looking statements are going to be there or in this presentation uh while whatever we present here may reflect what we think today but as you know you know future is unpredictable and things can change so this is just a safe harbor notice when we talk about this whole Space of digital adoption as I talked you know last decade all the organizations all the industries they've seen great amount of push in digital Journeys in making things digital from the older way of analog booking and lot of lot of you know softwares a lot of you know capabilities have been developed even our platform now platform you know it has been used so so extensively so many applications and you know custom applications have been built on it and what I see is digital adoption is one of the biggest challenge uh organizations face today so organizations spend billions and billions of dollars you know acquiring softwares you know making trying to you know make sure that that business processes are streamlined they're um their their employees are getting the high operational efficiency with those softwares but a big chunk of those softwares or big capability chunk of that software remains unutilized because of unknowingness of the platform features or the product features which are available as part of the product purchases so um this this this this is a really big child challenge for for these organizations and um if we go by numbers you know 35 to 40 percent of uh the amount they spend remains unrealized because organizations are not really able to you know harness complete value out of the products that they've purchased and this is why you know this is space of adoption really is very very important and they keep holds a very important place in the overall journey of you know value realization as well as time to that value realization so this is this is a code that I like from one of the garden studies that it talks about you know two key areas when we talk about adoption first is you know embracing and sickening is getting productive with it so there are these are really you know two aspects of adoption first is knowing what you have right knowing what you can do with this software if I talk about the now platform it's it's such a vast platform so many capabilities so many applications product areas you can do so many things so knowing what all you can do what all you can you know what all business processes you can do with all that you have and then second part is how you make your users really productive with it so while you know organizations learn when people learn how to use that feature but getting it utilized by the end users is all together a different game it requires a lot of training efforts it will require a lot of hand holding of users and giving them you know step-by-step guidances uh you know on point guidances on how to do certain things how to achieve certain business processes and that is where I talk about you know these two areas of of digital adoption when I talk about you know the adoption in general the most beautifully designed product and process isn't worth nothing if people aren't following it or using it right yeah absolutely absolutely couldn't agree more with that pizza okay so so now here are you know three pillars of you know what do we want to achieve with the products we have as part of adoption services portfolio so first is adoption you know so adoption has multiple aspects of looking at it so first is the Quantum of adoption or the horizontal spread of adoption so you got a platform you got servicenow platform you've got you know hundreds of applications uh purchased are you using all of those applications uh have you really configured all of those applications have you really touched upon all the capabilities and features of that application that is part one of adoption which is the horizontal spread of adoption second is how what is the speed of your adoption did you take like two years to adopt the entire suit that you've bought or did it take just two months to get it adopted so that is speed really drives the return that you get and the faster you get the returns the better is your ability to you know realize the value out of your purchases that is one aspect of looking at it uh I think there is another aspect which is uh in terms of usage so when I talk about adoption you know again first level of adoption is when businesses know that they have purchased something they roll out those products those features to their end users to use and they they expect them to use it but then second level of real adoption comes when actually users start using it in their day-to-day processes in their day-to-day activities that is that is when you know we see the real value of adoption coming in so that is something we want to achieve using the adoption services products so enable both parties equally when we talk about adoption enable businesses to roll out and configure and set up everything within the product areas that they have as part of their you know business has thought of that portfolio roll it out to users and then help users assist users and you know gaining confidence in using those products second part of it could be productivity so definitely you know having something in my Arsenal is good but unless I am productive with doing it it makes no sense for me so we also want to give users an experience where they are more productive with utilization of those capabilities then they were before utilization of those capabilities so there are there are two aspects to productivity first is the product feature itself that they are using and second is the experiences that they get during the the usage of those product features how we are able to you know mitigate the roadblocks for them when they are utilizing them for example I'm using a product feature of the three months I might have forgot how to use it right it's it's human nature but how do this piece of software really help me understand and you know regain that knowledge again and you know push me or you know hand hold me how to use it that's what is what we're going to to increase the overall productivity and third leg is you know return on investment so we want to accelerate the ROI realization we want to accelerate the time businesses take to realize the value that they can bring out of the platform and the product features that they have as part of their license so this is again you know related to faster adoption you know adoption by you know business owners adoption by end users and that is uh what is going to substantially uh increment on the ROI side so this this is what you know we uh we we have in mind when we talk about you know adoption services and what we want to achieve if I talk about what we have or how we uh the kind of experiences that we have designed as part of the adoption services products so there are you know quite different kinds of experiences that we can talk about first one is related to administrators of the organizations and you know the experiences that they can build so we know admins are a great or big part of servicenow ecosystem and they are the people who really make our products work for uh the end users of um on on the customers and or on the businesses end so uh there are a lot of experiences that admins want to design for their users not just admins but also our partner ecosystem when they are releasing new applications they want faster adoption of their applications so they want their applications to be uh you know heavily utilized uh they want their applications to be completely configured by admins and that is where you know we have uh you know Builder experiences across our adoption services products what this means is without having to code you could really create experiences for their target users for example if I'm a app developer I'm releasing a new application on now platform and I want to ensure that there is a good amount of you know configuration and all the configurations are done right I could utilize the Builder experiences and you know create or curate a a setup experience for my administrators so that you know they are able to do it with little or no help and they get all the guidance needed then second part to it is the setup assistant so whenever you know any product goes out first people to handle it are the administrators who are configuring it and that is when you know if they do not find right resources to configure it well if you know they do not find right set of support to configure it well they would not be able to do that so we want to give a detailed setup experience and assistance to all the administrators while they are really configuring the applications and product portfolios that they have Once In the Journey of the application the setup is done the next part is onboarding users or training users on how to utilize the product features platform features or application features that is when onboarding comes into picture so this is where you know we want to give toolkits to our admins to our app developers to uh to inform or teach users on how to utilize product features what are the product features how how how it you know benefits them what is the value it you know provides to our users that's about you know the kind of experiences or the kind of information we can provide to our users during the user onboarding processes we also talk about you know self-service helps so I am doing some job and suddenly I'm stuck you know I don't I shouldn't have to you know call someone just to get help I shouldn't be raising a ticket just to get help you know it should be right there on my fingertips so that's what we want to do with this you know wherever you are whatever area you are on you get targeted help targeted assistance targeted you know uh support material it may be as simple as textual it may be as interactive as a video content so it should be there so I know you know if I'm stuck there is a there is an instructional video and I can just play it and I know it's going to tell me how to do something I've seen that just today I activated a plug-in in my instance and it came with a video so I think it was the project project workspace so the new project workspace in our configurable workspaces you can just get to a video that shows you how to use that workspace which is really awesome from right within there absolutely and I think I think video is is very very interactive so while written content is great you can add so much information and you could you know really curate that well but videos are really interactive and they are they are really quick to you know help users understand how to do so that's also why we're here today right we make videos so that people find it easier to start with these products also absolutely and that is why we are recording this video yeah and then you know we we also talk about in-app guidance and training you know so while you are on within an app you're trying to perform an action you're stuck and you get help right there at that point you don't have to go anywhere else you don't have to really go to docs you don't have to go you know outside of your experience all the help all the guidance all the even the hand holding on you know how to do things it's right there in your instance within the app sitting with you so this is these are the kind of experiences that we uh that we foresee uh or that we plan to do as part of the adoption services products so I I've been talking about you know adoption services adoption services products toolkits portfolio but what are these adoption services products so we have four tools or products available as part of adoption services toolkit first one is guided setup so guided setup is helpful for our administrators to give them a guidance on how to set up a product well so it is a step-by-step process which you know app developers can generate or you know Publishers can generate or create curate for the administrators so they find it really easy step-by-step Flow To You Know configure a product well then we have guided tours which I am sure a lot of our participants today know about and a lot of our customers also know about so guided tools is more transactional in nature this is this is when I talk you know say hand holding so I've been talking you know hand holding users across so this is one of the products which really hand holds users through the business process through the the outcome that you want to achieve so it's a step-by-step walkthrough of the applications can be used for you know onboarding teaching it could also be used for accomplishing complex tasks which couldn't be you know um mind mapped every time then we have something called onboarding models so this is uh this is these are the models which displays some welcome content whenever user visits visits the application for the first time or even you know you can invoke it when you um you know come come back and you want to have a look at it so if you imagine you you recently bought a new application or you build a new application and you want to tell your users what's there in this application that they can utilize so you can make use of some onboarding models to roll out that information and then we have help center which is also known by some as embedded help so this is the targeted help content based on the context so as you move across the the products the applications the pages the content really changes and it adapts to where you are giving you um you know the contextual results from um based on where you really are and the need of your working Style so I'll I'll go ahead and delve deeper into each of these subjects as we move ahead we have one question in the meantime uh so Eric asks if the additional help is in the instance and not at docs does it get updated if there's uh if it gets updated in docs or how would you go about this so I could see this in I think I've seen this in embedded help for example in flow designer you have the sidebar that surfaces info from docs is that pulled from docs directly or is that saved locally so so uh this is not really fetched from dogs so dogs is a much detail on what an application is it's it's on a you know broader level when I talk about content within help center it is targeted towards uh specific Pages specific actions on those pages how to do it on and you know how to achieve what you want and to answer your question erect this content is updated regularly to you know solve any gaps in the content so if there is a you know uh incorrect content published in one of the releases every month there is an update in the content which goes from product over the cloud and your instance gets updated with the latest content that's awesome so that's for the content that we provide but if you have your own content in any of those products you're also like the customers are also responsible for updating that absolutely yeah if you have created your own content you can you know anytime go ahead and update your content on your instances so I'll start by guided setup so what is guided setup so as I mentioned you know our admins our first set of users who start using the platform and the products on the platform and it is super super important to guide them how to utilize the complete configurations configure the product to 100 so that they reap the complete benefits of the product they have purchased guided setup uh essentially enables our admins uh with the help of a simplified flow in terms of what needs to be done and in what order they can do it right so it's like a step-by-step process where you know they could go ahead and complete all the configuration tasks that is required from them now who creates these this steps or who creates these guided setups so all the app developers it could be servicenow app developers it could be partner app server you know app developers it could be app developers that our customers and who have created a new application locally so you could they could just go ahead and create these guided setups uh using the Builder experience which I talked about you know guided setup has a builder experience using which you know you need not code but you can still create a experience of you know how or or you know you want the users to move across the the configurations and you can just go ahead and create that Journey so these guided setups can be utilized by admins to completely set up the product when I talk about guided setup there are two aspects to guided setup so one is the Builder experience another one is the player experience so Builder experience is essentially designed for uh the app developers or you know developers who are building the products so it's a no code experience Builder you could create multiple setup experiences so um you know you could have a basic setup experience which is like bare minimum you need to do this in order to start you know using this product then you could have you know uh recommended or Advanced setup mode where you put in a lot of different tasks or more number of tasks which make sure that even the complex workflows can be achieved because you've done an advanced configuration of the product so you can have multiple setup experiences that you can create for the administrators which administrators can really choose from whether they want to go into basic uh you know setup they want to go into a you know Advanced setup or they want to choose something in between you know maybe not the basic not too advanced something which is more you know recommended or best experience you could Define interdependent tasks mandatory optional tasks you can even you know install you know make users install plugins which are required for your product areas so that is also possible but for the plug-in installation can we uh hook this up to a CI CD pipelines to make sure that those plugins also get installed on the other instances so not just Dev but maybe also test and staging and prod at some point yeah I think in some point we can we can definitely do this uh this is this is internally you know uh leveraging the similar kind of apis right yeah sure awesome and then and then when we talk about the you know guided setup we also happen to have a player experience which is designed by builders for our administrators so it's it's it's stitched flow of configuration steps so when you design a new application you have set of configurations to be done which are maybe you know 17 different pages you have to do you know so and you have to do go 17 different places instead of doing it Builders can stitch all of those 17 plays your own pages in a you know stepped flow which is available to administrators when they move in that stitched flow you know they don't have to go anywhere it's right there they keep flowing through all of those steps it saves all the progress as you move ahead it tracks the completion of your your uh you know setups what you have done what you haven't done so there are 20 tasks to be done you've only completed 10 it keeps reminding you and telling you hey you've only done 10 right you can you could also you know there are a couple of things that that are there in pipeline like you could assign tasks you could you know have connected guided setup so so this is what you know we're planning as part of guided setups so for these guided setups this was a this was already a thing in uh for service now right so most of our products that we ship come with some form of guided setup It'll ask you to also install um plugins or they can get installed automatically they ask you to set up groups and add members to certain groups so that approvals will work um and uh so some people may already be familiar with guided setup from a user or admin perspective but the cool thing is with the Tokyo release it's now available to you to create your own and we have another question so will this set up the guided setup be tracked in an update set or so maybe another question here should this be put in an update set will do should you put this in the scope in the application scope that you ship the application with or would it Go in its own scope what's your recommendation the guided setup this guided setup is essentially a standalone Store app right so you don't have to release anything as a Subs you know as an additional scope to your existing application when you try to build any guided setup all you need is to you know build your setup in the guided setup experience and the content of that guided setup you know the the table content of that guided setup that gets shipped with your product area right so all all uh users need to run that guided setup is to have the guided setup application installed in one of their instances and it should work okay so that when you create the get it setup it will be captured in an update set or you can promote it Upstream also to uh okay thank you okay so I'll give you a quick demo on how it looks on screen so this is all you know text so let me show you how it looks like so let's first see you know the Builder experience we've been talking about so so this is the kind of experience our app developers get when they are trying to build the experience or product teams get when they are trying to build the guided setup experience for their administrators to run right so it's a it's a UI widget which you know takes you through a journey so you could just go ahead provide name of your guided setup the description of what your guided setup is doing you could even bind the guided setup to a specific role so you don't want this guided setup to be available for everyone right you could really bind it to a role uh who can really use it and you can also choose whether this guided setup includes installation of a Plugin or not so that way you can control you know whether you want to have an installation as part of the setup or not if I include the installation right here will it um install automatically or do I is it just does it just add the steps so when you when you do this what it does is it it adds a step within your guided setup uh you know to install and later you know when you when we move in the Builder Journey you'll see that you know we configure what all plugins we want to include or install as part of that installation step awesome thank you okay so let's continue and the moment you continue you you land on a category and task board so this is where you know you you see the plug-in um task Auto created since we selected that this setup includes some plug-in installation so what the way this this board works is you can have a number of tasks that you want your users to do and you can combine you know those tasks into different categories for examples you know you would see the the plugins categories pre-created right it's it's a System created category because we selected this now you could go ahead and add new category with the add category button there and you could add multiple categories and then add different tasks that you want users to perform as part of that category so one of the categories could be like you know branding of the application right how do you control that so you have all the you know steps related to The Branding then you could have you know a category related to security and you could have all the configurations that you want to do for security yeah so this looks all this is like a kanban board or like a phased approach to to this also right absolutely absolutely yeah so you could you know editor task uh you know Define any dependencies your dependency is all about you know you telling the system that you can't really do this task unless you you've already completed one of the other tasks so you can make interdependent tasks or that user knows that in order to do this I need to complete a previous task let's let's try and add details to this category oh sorry this task so this is where you know you could add instructions for your tasks as you know so the instructions that you want the end users to really follow so this is where you tell them how to do it what is it that they are exactly doing what is it that they should expect once they do it you could you know add in some uh you know a bulleted content this could be a rich text content and you could even you know utilize uh utilize you know richer modes of you know content delivery when you talk about the instructions since this was a installation task you see the task type Auto selected as install plugins all right so I can just give a sample description or instruction here and continue this lands us on the configure task so this is where I choose the plugins that I want to get installed as part of this task so whenever users are on this task this is where you know this I I choose the plugins that will get installed so I can you know select couple of plugins and continue okay so now I have plugins and now I am on the task settings page this is where I can Define you know any sort of dependency condition if there are and I can also bind this task to a setup type so I talked about you know setup types in the beginning right you want your users to be in the basic mode of setup or the advanced mode of setup so you could really tie your tasks with this setup type so there are three pre-existing setup types you know quick start best experience and custom so all the uh you know quick start is like basic you know you the bare minimum that a user needs to do best experiences you know you know uh recommended options so not very basic not too advanced but if you do this you'll you'll get most out of it and you know customers like everything this is the whole set of configurations that you can do similarly since we are in the installation this is where we can choose for quick start you you need only one of the the apps or plugins for best experience you probably need you know both of the applications to get installed so you can choose which installation goes with which kind of uh setup types similarly you know you can come out and create more tasks it's just as you as you move ahead as you keep adding things here so as you keep adding things here you see that you know things are getting saved so as you move ahead things are getting saved you can also you know move tasks in between you know one category to another category so as you said this is like a board right your regular working mode where you can you know work out how or chalk out how you want to work and similarly you know you could have more tasks created when we talk about tasks there are essentially three types of three more types of tasks that you can create you know it could be a table task where you just want uh people to add some entries into the table so you could have a table task you could iframe any existing screen so you have a configuration screen that you want to iframe within the guided setup you can go ahead and choose iframe task where you can iframe and you could or you could just have a you know documentational task so you want users to go through a video or a instructional article before going ahead and completing that task so you could just go ahead and choose the Articles and video stars where you can link a external video or or any other video it could even be a YouTube video that you can associate so this is how you know you can really go ahead and configure your you know the task that you want to do and assign it with uh the setup types and you can just go ahead and publish your setups and at the time of publishing the setup you can really choose a pre-setup checklist you know something that users need to have before they really publish it and voila it's done your guided setup is published and ready to be utilized by your administrators now let's look at the player experience so this is the experience that your end users before you continue uh we have another question in uh in the Q a panel is it possible to run any scripts or flows automatically from those tasks from those steps so so these tasks essentially uh what you're doing is either you are embedding any of the iframed screens or you're embedding a table task so if you know uh any of the uh um iframed screens you know any of the tasks on the iframed screens uh can trigger running of a script or automation workflow you can achieve that by but by by it in itself it doesn't run anything right so can you can you share if that's on the roadmap because that would be really handy yeah absolutely absolutely yeah so coming back to the player experience so I've been talking about quick start best experience custom you know this is where our users really get to choose the kind of experience they want to get in right so when they launched any of the guided setup they get these options provided all three are configured and they can choose which experience they want to enter into let's say you know you choose uh the quick start option and you want to move ahead okay let's use custom and as you move ahead you see a detailed list of all the you know categories that you have decided designed so we we created a plugins category and then couple of more categories you know you could have connectivity service catalog Knowledge Management and then all the tasks that are part of this category you could go ahead and click on the start button to start working on these tasks in a sequential Manner and as you move ahead in the journey you will also see the statuses as you can see in the left hand side with what's the status if it's not started if it's in progress if it's completed so what's the overall status of the task that is something you could see so you know this is one of the tasks if you see as I completed it it shows completed so this is one of the examples of iframe tasks you know I I framed one of the screens here and you could see the entire screen coming up or popping up and you know if it's still in progress you see the status as in progress so this is how you know the Builder and player experience of our guided setup really work and one question about this uh this uh visual this is a new uh way to to look at guided setups our previous ones also uplifted to this um to this view like the ones that we shipped out of the box will all of them show like this now or do they still show the old interface so uh this is uh they still show as the old interface but as we move ahead in the journey we are going to you know we are planning to come up with a migration from the older to the newer one so as the applications or the business units or products keep on adopting those migration scripts they're my you know setups would also be migrated so this migration is definitely part of our you know upcoming releases as we prepared in the chat thank you foreign so this was about guided setup uh I'll move to this second product which definitely a lot of our users know which is guided tools so this is another very very exciting product so it provides that hand holding which I keep uh you know which I've been talking about to users on how to really complete a certain task so this is not really just about hand holding this is also about training users you know on how to do some things or maybe you know training them where to find what within a page it could even be used for that so guided tour has been one of the very heavily used uh product features from the whole of the adoption services toolkit as well as it is one of the oldest you know toolkits available within the as was reflected in our poll right absolutely everybody knows got it so so when I talk about guided tours uh you know there are there are multiple aspects to it so first is you know definitely it is a step-by-step guidance on how to complete a task then you've got options to you know manually launch it auto launch it you know it supports the regular screens so it supports service portals it has a tool designer as well so there is a builder experience with this as well you could just go ahead and build the kind of experience you want to build for your users so this is something even the administrators can utilize to build the you know um tools for their end users those tools could be instructional tools those tools could be for complex actions that you know people keeps on forgetting or you know keeps asking questions about so this is really really helpful if you want to you know give users on point guidance on how to achieve something so this is this is how it looks like so if if let's say let me move to one of the pages so this is how I go to guided to designer I click on create tool I give the name to a tour that I am trying to create and the UI and from what page it is going to be invoked now the moment I do it I'm landed on that page and on the right hand side I see a designer right on the extreme right and this is where you know I can drag and drop uh you know my call out on individual elements and choose you know what where I want my use the users to really click and what to show them so you could really you know guide them through a process you know click here to create a new incident uh and you can just say what to do on next and save it so this is Step number one and then what could be step number two so you go inside and now you teach users what to fill in where so on this field okay this is the field this is mandatory so uh you should fill in you know this select the caller name and this is how you know you go ahead and provide details on how how you go about this tool and you can create multiple steps so what we are trying to do here is we are trying to create a step by step for for our users on how to complete a particular task similarly when you're trying to you know end this task you know you can even add a conclusion to it I'll just uh quickly move forward so this is how it gets started in the player Journey when you are on that page you know you could uh manually invoke or it could get Auto invoked and this is going to you know this is how it tells users where to click and what to do so it keeps popping up teaching users how to do a certain task so this is both instructional as well as you know hand holding or you know and in doing complex tasks so when going through a guided tour you're actually doing the things you are actually once you hit submit you are actually creating this um This Record it's not just holding your hand and guiding you through it but you're actually doing it absolutely one question we had in in the Q a was will this work with the next few next experience UI yes this is this is definitely one question I've been getting so this will definitely work with next experience UI um with San Diego there have been some hiccups where this uh stopped working with next but uh very soon in one of our patches you should see this working in San Diego awesome thank you means it works for uh core UI Pages like lists and forms uh configurable workspaces so pure next experience uh workspace Pages those this is on the roadmap support for those right so yes Lisa so when I talk about next experience there are two aspects first is the Polaris theme and the new navigation so it works with new navigation and it will start working with our latest patches on San Diego when I talk about uh configurable workspaces that is something we are planning in our nearest roadmap so it should be delivered as part of nearest roadmap awesome thank you moving to the third product which is onboarding models so this is about uh you know providing your users with the welcome content or information on you know what this product is or what this new update consists stop right this is this is really really helpful for our app developers to push details on you know what to expect from a product or what to expect from an upgrade so if our partner applications or even your you know the app developers and customers and they could really utilize this feature to push the content and form of the information to their users and this is this is a wonderful tool because you this is completely controlled by app developers you could you know choose what content to pull in where to show it and even this has a conditional workflow in it so you could really choose where to move after what based on the user preferences user selections as part of the onboarding model you could really ask a question to users within that onboarding model as they move across the corrosal on the model and you could really drive the flow of models appearing or flow of you know corrosal steps appearing if I just take a quick look at this you know this is one of our screens and when you click on check it out this is this is the this is one of the examples of onboarding models you see you get to see information um you can embed your images you can have you know videos embedded in it you can see you can even ask questions to users about you know their preferences how they want to move forward and based on the selections by the users you can really you know navigate them across the workflow uh you know take them to a different step altogether so that is that is the beauty of uh you know onboarding models and I think it is one of the uh super super helpful tools where you know tools when it comes to users because when they land on any application they immediately get this model and which tells them okay you know what these are the cool new things about this uh you know product upgrade so this could also be used for really not just new products but also new releases to onboard my users to new deployments of enhancements to the the already known features and functions and processes that that they have been using absolutely absolutely this can be used for for this yes and last one help center so this is this is uh you know this is where you provide contextual guidance to your users right where they are right so I'm on one of the pages I I am not able to understand what to do with this page I know what is the purpose how do I fill in you know certain section of the page so this is where you know you you got that question mark icon right on the top right hand side of the top navigation or app shell that's when where it it resides you click on it and it gives you context sensitive content which means it gives you content help content which is which is specifically targeted for that page or that section which you are on so it's it's an in-app guidance that you are getting there is video support there is textual support there is image support so you you name a mode so all three modes are supported you could really provide users great amount of you know help on how to do something you could also customize your content so I see you know a lot of our customers can customize the applications that they've bought they add new pages add new applications you could really change the content that is shipped from the from the product size based on you know how you have implemented it you could really create new content for the new pages that you have designed and you could also provide feedbacks for the content if you don't like a content if you don't find the content helpful users can get those feedbacks which could be utilized by you know content teams to improvise on their content so this this really relates back to the question we got initially Lisa that you know is this content really updated or how frequently So based on the feedbacks this content can really updated get updated on a monthly basis from this service now and and you know this is how it looks so on the top right you see that question mark when you click on it that's this is how the help panel looks like and it you know lists down various you know help topics that you have listed on this page users can go ahead and click on any of the help topics and you know they can read it this can be pinned like I've pinned it right now so this can be pinned to the page so you could just read across the content and move across and if you see I moved to a different page where there was no content and suddenly you know I I stopped seeing that I came back here and I see the content again so this is how it works it keeps switching based on you know the context you are on or the page you are on so this is about you know the the adoption services products that we have but uh you know one of the key questions here is when to use what right so there are various use cases to using it but when to use what uh so so I I typically try to divide this uh in four parts but before I move I think you have something to ask yes I I was I was going to ask if I should run the final poll uh for this now that they've seen all of the four products How likely are you to adopt these and while we do that we'll look at the different use cases absolutely okay so I actually classify all the use cases of utilization and four key categories first is user onboarding we want to onboard new users on utilization of product capabilities second is guidance to users in the inside of the application so we want to guide them when they are stuck third one is system or application setup we want to give all sort of help or assistance when you are setting up something or when you are configuring the product and a general help on you know how to use SN service now functionalities applications of products that you've purchased so if I see this spread you know if I talk about user onboarding you know onboarding models are really helpful because this is where you know you can push out uh information on what to use when on what are the new new cool features new things as part of an update new things uh when you bought something new got something new in your instance you could have guided tools which can help users get onboarded faster with the instructional tools on how to do something so there'll be a first time hand holding and then users can relaunch that hand holding anytime they want you could have guided set up this as you know when admins start using the platform or product areas and they find it difficult so there is a great amount of onboarding uh which you can do with guided setup it's easier to use for our administrators as well when I talk about guidance again you know in addition to onboarding models and guided tools which are definitely guided tools is providing that uh step-by-step guidance within the application because whenever you are on an application tools can get invoked or you can really invoke it from within the help center you know that's that's the ones uh one or type of guidance then onboarding models is another set of guidance in terms of capabilities features what to expect from them and then you know you have all the detailed help center there which which tells you everything about the Nets and bits of how to do certain tasks and in the form of a text video or you know images and whatnot so one thing I wanted to call here and call out here maybe it went under so guided tours once you've gone through them you can take them again by opening up the help center from the side and then you'll see the available tours for that page so even if you clicked it away you can always come back to the tour for that page and you can also have multiple tours per page right absolutely you can have absolutely awesome so these are not just guided tours you know again you know all three of them you know you could take a look any number of times you want so onboarding models it totally depends on the app developers they could really create a hook to relaunch it again and again help center as we know you know there is a you could really open it up whenever you want then we have you know system setup so guided setup is a tool which is you know specifically designed for the use cases of our administrators keeping in mind so you know how to make them you know uh acquainted with the setup process how to make them comfortable with these steps to be followed and how to make them you know really uh give them really a a wonderful experience and an easy experience in setting up the overall process that's about you know guided setup and then in general if you want to understand how to use any of these servers Now functionality or the applications or products that you purchased on service now you could make use of all of these product areas you know depending on where you are so if you're in the setup space you've got guided setup help center if you've got in the transactional space got guided to help center and onboarding models so this is how you know all these four products is spread across you know the administration and the end use the roles to make sure that users are really on boarded on the platform they are the the two kinds of user bases that I talked about in the beginning which is uh the enabling users which are the administrators as well as the utilizing users which are the end users how both of these those user you know segments can be satisfied with this you know spread of adoption services products awesome this is so so helpful I think especially this this recommendation on when to use what will be super helpful to customers later absolutely I I think I can open up the forum for any questions that you have I'd be glad to answer yeah and while we do that I'm already starting my Academy feedback Set uh poll so I'd love to have your feedback on this session let us know if there are any more questions in the Q a or in chat and uh while we're looking for those questions I'll give you a little more info and outro Overlook um overview of the coming Academy sessions so first of all thank you so much modit for sharing this with us I think this is very very useful content and I'm looking forward to sharing this out with more customers on YouTube uh we'll have uh only four more sessions of this Academy for this year the year is almost over I can't believe it uh we'll have a break for Thanksgiving because a lot of people joining are in the US um and also of course for Christmas and New Year's um our coming sessions are all um many of them are also targeted at servicenow admins so we'll speak about Tokyo enhancements for servicenow um admins in two weeks that covers products like upgrade Center but also upgrade plans which is a really cool enhancement um then we'll have one session that is an update to our previous subscription management session uh and my manager Adam Stout will be speaking about mapping custom tables which is always a very um a topic that we get questions about all the time so it'll be good to have some content about this um then we'll have one session in November which we're really excited about uh one of our newest Acquisitions um is a product that we have platform added to our platform and that is AI automated test creation for ATF and also Cloud Runners so we'll have a Dinesh who's the product owner for automated test framework join us and talk to those new uh features and then in December we'll have my colleagues uh Mike and Jared join us for a session discussing the new servicenow Vault product so uh Vault helps you with certain encryptions there's uh for example there's a feature that allows you to automatically anonymize personal uh pii data when you uh clone down from your product instance so that your Devin tests instances are secured and don't include any personal data so that's very very exciting I hope you'll join us in two weeks and with that it's right on time thank you again for joining me today uh thank you everybody for joining us in this session and I hope to see you soon goodbye thank you everyone have a great day bye bye