yeah hello good morning good afternoon and good evening from wherever you're joining us from uh thanks for joining this live on servicenow webinar on what's new for servicenow in Microsoft teams uh we're gonna step through our deck here today briefly stop by our Safe Harbor notice for forward-looking statements um please give it a quick read basically anything that we talk about here that's forward-looking represents a plan and not a promise and should not be used to make a purchasing decision all right um today's session is a part of the live on servicenow curated event series designed to connect you with servicenow experts and peers that can help you to deploy your products and Achieve value faster we hope you join us again at another webinar or a meet up you can see the schedule by scanning a QR code on the screen or using the link posted in the chat foreign folks to stay off stay on mute I believe you're probably muted um by default here we'll have time for a q a um uh during and after the presentation so please use that q a feature through Zoom to ask your questions we'll try to take some breaks periodically if we have time and of course at the end of the session we'll answer all the questions we can this session is being recorded and it'll be shared on uh brandly brand new servicenow community Forum after the session and any questions that we're not able to get to during the session today we'll make sure to put answers to on that page after the session's over you'll be prompted to fill out a short survey we appreciate any of your feedback there is a question in there about being contacted directly for additional information so if you're interested in that please make sure to respond accordingly in the survey and thanks for that let's go ahead and meet our speakers since I've been doing a talking so far I'll start my name is Jeff Fox I'm a product manager focused on integration go to market activities housed in our I.T service Management Group and work across all the business units that integrate with Microsoft teams uh Puja do you mind to introduce yourself to the group absolutely hi everyone very nice to meet you all today and and see such a great turnout for this webinar uh my name is Puja Gupta and I'm a product manager with the unified employee experience team so you will see me generally present on capabilities like employee Center Microsoft teams and also now mobile very very excited to see you all here today thanks Kuja Janet hi my name is Janet Acorn and I am a product manager as well for itsm and I've been working with the organization for several years now and really glad to see such a great turnout showing up so thank you very much Corey uh thank you Janet uh good afternoon everyone my name is Corey Dubois I'm a senior advisory consultant with the focus on the alliance with Microsoft so I'm happy to be with you today thanks Corey all right so folks let's get into it here as we normally do let's start out with a couple of poll questions here we'd really like to get the temperature and understand some of the expectations from the audience so please let's roll uh pull question number one all right have you completed the integration between servicenow and Microsoft teams in your organization's production environment oh my goodness this is great to see and I'm going to go on video now um for the balance of the presentation here we'll give this just another couple moments to go through got about 60 of people responding so far this is nice cool okay um let's go ahead and share the results here we've got about 70 some uh and I gotta say I'm impressed we did one of these uh webinars a month ago and I think it was five or six percent of people had actually done it so it's great to see that a couple more uh five percent uh percentage-wise that is uh it's good to see an increase there and um good to see several people have it scheduled so if you're interested in learning more you're definitely in the right place let's go ahead and enroll the second question please all right if you haven't conducted the integration between servicenow and teams what is holding things back for you uh is it something around the feature availability and the integration is it your organization's Technical Resources funding or something else all right okay let's go ahead and share the results here thanks for folks who've responded looks like it is you know we're seeing a lot around folks having Technical Resources a little bit on funding and a lot that's other if you don't mind folks in the chat if you did respond to other it'd be interesting to see what your response is on that uh in terms of what's holding back doing the integration and let's find uh roll our um third question please last one for right now so uh please bear with us would you be interested in just integrating a single item with teams so for folks who who whether you're familiar or not if you're just interested in doing calls using major Incident Management functionality you know doing group chats and calls that would be using a notify connector if you would just want to use Virtual agent you could do that or just do employee Center wow let's give this a moment for a few more people to respond seeing a pretty good split it's nice to see the even split that means they're all useful all right let's go ahead and stop this poll question please and share the answers yeah so as you can see we've got 35 38 28 . really cool really cool okay thanks folks this uh is really helpful to see and let's go ahead and um get through uh the presentation we'll do a little bit of an overview here about the integration itself um talk about some of our key template features and then get into what's new on VA and employee Center so uh that for all the capabilities that are available in teams so uh as you may know servicenow has integrated with Microsoft teams and this visual was designed to give some clarity about what's achievable with the integration it highlights some of the capabilities really specific to Virtual agent and employee Center and all of which you can access inside of Microsoft teams and there's so much inside the platform that it is really tough to stay on top of it all um and and leverage what's useful to you so we're going to look into some aspects that may be helpful for your organization to improve your agent and employee experience there could also be some confusion between integrating with SBA or employee Center or EC Pro or um any overall service now for teams integration and and it's important to note that you can do a lot without integrating VA or employee a virtual agent or employee Center and you don't need itsm Pro to do conference calls and chats you can do that with just a standard license so we'll get into some of those details here and before we do it let's get into some of the Highlight features um so virtual agent has been uh the Cornerstone really of the integration it was what we I believe addressed first and it really helps virtual using virtual agent inside of teams helps to turn conversations into resolutions and enable faster time to value for your organization with ba Insider teams you can engage employees inside of teams do a lot of automated interactions and case deflection through the uh always on chatbot and uh leverage your your servicenow data to provide personalized responses um very powerful feature and everything that's available within virtual agent you can do inside of teams so real uh Savings in terms of inefficiency gains in terms of meeting employees where they are um let's go ahead and move on here into major Incident Management inside of teams so this is a capability that's a really a key benefit of the integration and I shouldn't say it's inside of teams but major Incident Management provides agency ability to initiate A team's chat from servicenow uh from inside the servicenow platform they can work with an employee or other subject matter experts inside the organization to talk through an incident and automatically import any chat transcripts back into a ticket as a comment additionally calls can be launched from service operations workspace inside of servicenow and in that way more complex incidents that require Live support can be quickly resolved and documented so again a key feature here that uh you know really shows the power of the integration you know in in between the servicenow platform and teams and finally employee Center launched just a year ago with our Roma lease employee Center and employee Center Pro host a wealth of employee experience benefits for your organization uh it does so much to make employees working lives easier and Pooch is going to go through a lot of the details on this in just a couple minutes but first let's get into what's new with virtual agent so as you may know we just completed our Tokyo release last month and uh let's talk about some of the highlights in VA and again all of the things that are listed here are capabilities of virtual agent that can be achieved inside of teams um so let's see here promoted topics is something we're pretty excited about admins now would be able to push out important common topics for users quick consumptions really saving time from spending saving time from going through a potential long list of topics to find what's needed this could be if open enrollment is coming up or if there's some company activity that you know you really want to highlight and make available through virtual agent if an employee came up with a question you can put that as a button and they can just click right on it and get into that conversation without any delay we've also introduced promoted topics on you know all the messaging channels so you can configure up to six promoted top topics to be displayed on those channels and in case you're wondering if it's possible to set up a different set of promoted topics on teams versus slack it is language detection and dynamic translation so this is pretty cool not only is dynamic translation available for agents anymore virtual agents sorry yeah VA uses it as well as live agents do so if VA speaks to an end user in one language and the user responds in another language from what their language profile indicates say they're set up in English and they respond in Spanish now virtual agent will figure out what language is being used and it will translate on the Fly using Dynamic translation so it's really multi-language support inside of va that makes virtual agent an even greater case deflection mechanism pretty powerful um conversational analytics dashboard transcript download just like it sounds this is a feature that makes it easy to share chat transcripts uh by downloading them uh the transcript CSV file for each conversation listed inside of the conversations tab of the VA analytics dashboard would include information such as system event info bot responses nlu thresholds that were met spokes being called and noteblock information and the like um in terms of the walk-up experience so walk-up's really great and we've extended the support for interacting with the walk-up experience through virtual agent so an employee could book in advance and manage a walk-up via virtual agent again inside of teams so they don't need to go to the walk-up interface to do it they can just do it through virtual agent um and then finally the conversational integration admin console enhancements these are focused on improving virtual agent and its capabilities to make for a better customer experience so administrators who are looking for solutions to quickly set up and deploy features inside of va or Monitor and manage the health of their deployed solution would find some enhancements they can also proactively learn about new updates and any undeployed features to encourage customers to adopt the new capabilities so um you know the admin CI admin console really allows users to surface CI Health Diagnostics and allow them to monitor the health of their deployed solution um let's see here and I I think I'll go ahead and stop it there for for what's new in Virtual agent um let's go ahead and uh look at some of the topics that are out here it's been a while since I think on one of these teams calls we've we've talked about what uh is available through virtual agent but we've released 81 new topics um and or enhancements via the servicenow store particularly for itsm and these conversations are available to install as of today you can see there's some overarching topics that have a lot of features and capabilities related so if you wanted to put in topics about your active directory or password reset working with virtual machines agent excuse me Agent client collector or the like there's a lot of pre-configured conversations that can be leveraged to to do just that a lot of self-service itsm and actual notification um content as well so um these are available for folks who have itsm or hrsd Pro um and I want to encourage you to look into them if you haven't already done so um so that does it for what's new in Virtual agent we're about 15 minutes in um just want to take a quick stop and see if there's any questions to be addressed so far Janet anything to come up yet there are a few questions out there yeah there's one from uh I believe it's called phone is there a way to automate a team group chat when a major incident is creates based on the live assignment group now just to confirm I'm assuming what you're saying is you want to know if a new chat can be opened just with the group that's assigned that's not how it's designed out of the box there is a chat that opens um in major incident once it becomes a major incident when you have the integration set up and it's there and you can add and remove teams as you want so as you assign a team to it they would be invited to that major incident chat so hopefully that's what you're looking for and uh if not please just let us know on the Q a and we can follow up a bit more there's another one from Brad Manila is language detect and translate out of the box or require additional licensing or config um do you want to take this one Jeff or I can say what I know of it because to my knowledge language translation and detection is not an added feature it is a platform level feature but it's only for whatever languages um you've associated with either your language translation provider or your localization side of things uh thanks Janet I can't add to that that sounds pretty complete okay uh Bob strong what is available in VA Lite VA light is very very very light it includes basically how you can open a VA conversation to get to something in your catalog so how do you request something through VA as well as how can you log a basic Incident That's it okay and is there a subscription for this service or just a plugin I I guess it depends if you're using VA light it's there in standard so it's not a subscription it is just available to you if you are going to full virtual agent and the itsm teams and so on then yes it's part of idea it's part of itsm pro yeah that's right and I would just add you know if you're an itsm or hrsd customer there are um plug-ins which we have we'll we'll share with our resources maybe we can get into the chat here in just a second uh what those specific plugins are but they are um no charge you know they're they're part of the subscription that you would have already had um so so the integration with teams is not an extra charge and there's one more question that hopefully maybe Puja maybe this one you can answer how will VA Dynamic translation interact with nlu models and utterances do you have any details um no I don't have too much details around the VA side of things um yeah we'll have to check on that we'll follow up Corey is that something you can speak to you no I have to follow up on that one yeah okay yeah um um yeah thanks so we'll have to get I'm going to copy this one and we'll get an answer for it okay um yeah I was afraid of this question about topics and conversations being developed for HR I I have an open item to reach out to that team they do have their own set of conversations I don't know that the list is as robust as what we see here for itsm but there are their own set of topics and conversations for its sorry for hrsd okay thanks folks uh let's go ahead and move on to employee Center features and uh pollution you want to take it from here please before before in to employee Center I don't want to do a couple of polls so let's just start with um a poll to see if anyone has deployed employee Center in their organization and this is irrespective to whether you have teams implemented or not just just whether you have employees Center or employee Center Pro deployed okay seeing lots of no's but also a great amount of yes which is very nice to see all right so let's add this poll and share results so um like I said there's a lot of yes um but also a lot of notes so for those and actually for everyone let me just do another poll just to understand where I should start so this question is a little bit of a tricky question do you understand the difference between service portal and employee Center um let's say where people are no okay thank you behind for putting it on the chat all right it's good to see that the majority understand the difference which is I'm very happy to see that okay uh people are still answering so I'll give them a chance uh sujatha um but not really I'll I'll tell what the difference is I don't have a slide on it but I'll definitely let me just show you the results over here let's spend some time on this question like what is service portal what is employee Center now the term service portal is used for two different things in service now one is the service portal text app or the platform in which all the portals in servicenow are built and these are like you know it like um you can think of the customer facing portal you can think of uh employee Center employee Center Pro and and many of the other portals like knowledge portal catalog work catalog portals that you might have had before employee Center was launched and then we also have a service a portrait called service portal which is the slash S people okay now employee Center is a portal that is built on the service portal Tech stack and is is actually designed to be an enterprise portal but it can be used for departmental capabilities as well in fact all of servicenow customers irrespective of whether you are I.T um Creator wsd or in any servicenow customer has access to employee Center so even if they are not doing an Enterprise use case they should ideally be starting with employee Center for any of their employee facing portals so it's designed to be the portal that service now has for all employee facing use cases so it's not departmental uh specific is when you would go to service portal or an Enterprise when you would go to employee Center um feel free to add questions or clarification questions or chat and I can expand on this further a recommendation to all customers and there are a lot of you on the call here today so I want to make it absolutely clear if you're deploying a portal you should be looking at employee Center especially if the portal is employee employee basic the slash SP or a service portal is not a portal that we are investing in from a from a product perspective so all the new capabilities all the new features that we come up with for portal are actually going into info center nice that's good to see that people are looking to migrate from service portal to employee Center um um definitely something that we are encouraging all our customers to do to leverage the new capabilities that we are shipping with all right so uh hopefully this context was helpful um so the focus for the presentation today is actually to talk about what's new with employee Center in in the Tokyo release and uh before I go into it I want to say what we have is um in terms of the integration that whatever employee Center portal experience that you have built you can actually integrate the entire portal into the team's uh interface so an employee if they want to access the portal or to access any of the services or catalog or knowledge Associated on the portal they don't have to leave the teams interface the the the portal actually opens up as a separate app within the Microsoft teams interface so meeting where employees are making sure they are staying on teams and not having to go into a different system for accessing let's say a portal related use case is is the goal for this and many organizations are leveraging it um all right so let's go further and let's start jumping into the new things now if you're familiar with employee Center and we'll share some links to give you some more context on it um one thing that we have done is we have a taxonomy topic driven navigation on this so um you don't have to maintain the topics it's Auto curated they're dynamic in nature so all the content which is catalog knowledge that is done to the topics are automatically created and you have a separate page for it now these topics could be it HR benefits Hardware software any of any of those what we have done in the Tokyo release is we have built the ability to have distributed ownership so even though you are in a single portal it can have his own take in terms of what they want their topics to look and feel and HR can have its own takeoff like here's how we want and here's how we want to manage our topics so that's one of the things that we have built so essentially we have a new topic level manager and a topic level contributor roles that that can be defined and you can centralize or decentralize the topic management as you would um I'm gonna take the question that I see on chat right now just because it's relevant what does servicenow recommend for governance and best way to manage topics so this this slide here is exactly for that it depends on where your organization is you have the ability to be completely centralized it's that's what you want so you have a central team they own the topics they they Define how they experience across different topixes and all the other stakeholders request that Central team that's one approach you can also decentralize it have defined topic managers and topic contributors at different topic levels and they are the ones who are defining um defining um what the topic templates are what content is tagged and what Communications are made what widgets are available and so on now of course you do have to have some sort of common understanding or guidelines that for these topic managers and we do recommend that you define those but the technology would provide you the flexibility to be as centralized or decentralized can we control access to content based on topics um no so you the access to users is based on the content within the topic so you define user criteria at the content level the providing user criteria topic level is something that we are evaluating from a product roadmap perspective okay Jeff next slide um all right so the approvals experience on employee Center has been one of the things that we are really looking to enhance so you would see enhancements coming in our August store release which is what this is talking about as well as November stories which is just around the corner the other store release um focused on making sure you have the flexibility to show what different data you want to show for different approval types or task types so let's say you have a change related approval versus a knowledge approval you want you may want to show different data for it so you can you can choose and you can configure the page to show the data as you want it for different tasks and the good thing is that you can even extend it to non-task tables so let's say you are bringing in approvals from somewhere external through an integration that you may have built this framework will allow you to surface it up in the same same place so um you literally have a unified UI for all approvals across the Enterprise all right so these two are both capabilities which are available with uh go ahead Jeff it's fine so uh with the employee Center base um and I'm going to talk about employee Center Pro capabilities now now in terms of Licensing just to clarify employee Center is available for everyone employee Center Pro needs to have the hrsd pro or Enterprise license and it can also be licensed separately if you choose to all right um in terms of so implicit Pro focuses a lot more on you know employee destination site kind of uh experiences and and it's definitely a lot more powerful uh from an enterprise portal perspective than just employee Center so this capability here is is an example of where we are taking that experience from like our best in class uh capabilities so this is what we call personalized answers it's available in Innovation lab um because we are delivering it as a proof of concept and we'll take it further next year but the idea is if you are searching for answers and you are typing for example like how much time off I have instead of having you to go to a different system and like checking that data somewhere else maybe we can bring that data in to servicenow and showcase the answer as a genius result so you don't have to go clicking into some other page or document to find how to get that answer but you actually have the answer as we can see it in screenshot as part of the search results and you also have action patterns and what you can do with that information uh available on that page to to take quick action something that we're really interested to take forward and um and would love your feedback if you have uh if you do plan to go this route all right um let's go to the next one does that Victor is asking if that comes from book date um no the one the integration that we have built is from Chronos and you can bring in hotel data as well the integration like the pre-built integration with what we have shipped is with Chronos um all right next we have we built something called employee profile um which which uh Inc which provides and it's available for employee Center and it provides a better way to just showcase the employee profile a Consolidated data for everything that an employee would have in single pitch in our August release we have actually um enhanced and uh tied it with our own chart experience as well and octat is something that's available within price and approach so we've given a facelift to the way it looks and failed so you can see a lot more improvements in terms of the focus that how the data is shown and also action items of what you can do with that information directly on the page we've also improved the search and uh made this whole experience configurable from an admin perspective so the admins can Define what action items are visible what data is visible which employees are actually included in this experience so if you wanna let's say keep contingency contingent workers out you can choose to do that so a lot more uh improved ux and configuration options all right let's go to the next one um if you're familiar with the price Center Pro you would know that employee Center pro has this extensive capability for doing employee Communications um everything from content authoring experience which is targeted or non-tech users who has like a very like buttons and drag and drop kind of capabilities um to con to author content and also publish it and then we have like a lot of ways that you can actually showcase the content on um on the portal we have been enhancing that and we will continue enhancing that the major enhancements that came out um in August is what we will I'll focus on the next two slides so this one is about translation support so let's say you are building a banner um and you want that Banner to be in the local language or the preferred language that an employee has set up on their or their portal um you would need to translate that to Banner and create multiple versions of it and it's typically a very manual task to do it so what we have done is we have um we have integrated with the localization framework so the place where you are getting the translations um within the platform and you can actually request the translation with the click of a button in the authoring process it will create the translations you can view it you can edit it you can preview it on the actual portal and then approve it so it makes the whole translation of banners and communication content a lot simpler Jeff if you go to the next slide please thanks so this is a little bit more about um you know like how the governance question was coming in the beginning about how do we govern the content so this is more around government governance of communication content so a lot of times we do have stakeholders who want to request Communications made out on the portal and there's no easy way to do it it's often through emails uh to content authors or the content of the teams what we have built now is actually an end-to-end workflow to request Communications made um and they will directly go to um go to the content authors so we have actually shipped a new request item which comes out of box and with predefined form and like filters and like questions which um will be received by the content authors in their content governance module they can create it they can share it with the content requester to review um review it and then you know once everything is ready it actually goes as an approval in the same approval experience that we have on the portal and and the content is published so this end-to-end workflow for Ashley Communications governance or content governance is is something that we have shipped with our August release as well um let's Jeff you had something I just said cool I believe that's our uh last slide here before we get to the demo so maybe awesome take a few minutes for questions yep um does the EC MSD integration user spoke great question so you actually need to just download the same spoke um or the same plugin actually that you use for any of the other Integrations is service now for teams plugin so if you're just using the itsm so I think it's called itsm um servicenow for teams because Jeff correct me about those yeah it's I.T service management for Microsoft teams yeah it service management for Microsoft team so if you're downloading that then you will get this good one um had several questions as well in the Q a uh first up is they have hrsd product subscription and itsm standard they converted from service portal to employee Center portal with a little bit of customization I think that's a question so much as EC Pro and ESC plug-in if they activate es employee Center Pro as a newest version how do they merge the employee Center portal with a little bit of customization with the out of the box EC Pro okay thanks the way I'm understanding the question is that you had multiple different portal scores there was an ID portal there was an edge HR portal you have watched them we are looking to merge them into employee Center uh and then the subscriptions are hrsd pro and itsm standard um hopefully I got that correct so let me clarify one thing uh employee Center is just an extended and a rebranded version of the ESC plug-in so um when you upgrade to Rome or beyond the employee Center Pro the instance that had employee Center Pro sorry Employee Service Center implemented automatically gets upgraded to employee setup group so that part is easy now you're looking into get bringing in the customizations and configuring your price Center for both it and HR um um you can do that easily because employee Center is built on the same service portal platform so the way I would recommend is you start out of box will start building the taxonomy first so build a taxonomy bring all the content in from it and HR Target to the taxonomy Define what your homepage experience will be and then if there are particular widgets that you want to bring in from your old um implementation you can actually just use the service portal designer and bring those customizations in you don't have to do it again in the new portal because they are actually also taking the same Tech stack we do have some documentation on this on community so we'll share a link on community for this um and uh um I'm happy to expand on it later on okay and I think they clarify they only have one Employee Service Center portal and they want to utilize employees service center Pro so maybe it is important to talk about the difference between service portal and Police Service Center and employee Center yeah so um service portal is the tech stack and there is a separate SP portal Employee Service Center was the old terminology we used before Rome um and that was for what we currently have employee Center Pro so Employee Service Center is equivalent to employee Center Pro and then I can share some visual on this later on um um so if you have slash like the ESC portal is automatically employee Center Pro so um all you have to do is upgrade get the new capabilities start you configuring them and using them yeah there was another question I had written an answer into a Puja but the question asked is there a benefit to run both presuming um service portal and employee Center in parallel and and I responded no if you run both in parallel they both need to be managed individually in service portal capabilities are not as as great as employee Center so we recommend just using a play center that's a very good answer um like the from an employee experience perspective the problem that we are solving for uh and we are really focused on solving for is that employees don't want to go to multiple different borders to access their questions they want a single place where they can actually get everything and they often don't know whether they should go to like portal X or portal bank so by having two separate portals you're deceiving that whole employee experience output in which is like let's consolidate let's give them one place let's make it see easy for them secondly if you are deploying two separate portals you are managing them separately so it's added work and as Jeff pointed out the service portal experience is not great we're not investing in that experience employee Center is something we are investing in so that that portal will get all the new capabilities and if you want to get it to service portal it will be hard because there's a lot of manual work to get it back to service portal side hope that made sense I think so um I'm seeing several questions in the chat as well um so I'm just going to kind of hit one or two of these um can we control access to content based on topics I did um so um yeah so content control like which user gets access to which catalog item or which knowledge article is defined by user criteria at that knowledge article or catalog level um okay oh and then there was a comment in here about the running both in parallel thing uh to add context to it um the scenario they're facing involves a modified experience for third-party contractors versus full-time employees yeah we can um but if you are interested please share your email and we can connect on this scenario and go further in detail um with you individually we're running out of time such if I would say let's get into the demo yeah let's get into the demo and and I would also say the survey um please respond to the survey then and and we'll be able to contact you directly so without further Ado let's move to the demo Corey do you mind to take over certainly all right all right thank you and just to confirm you could see the screen yeah man all right perfect and so today um I'll be demonstrating how servicenow and Microsoft have teamed together to help improve employee experience by simplifying workspaces workflows as fuja has mentioned so you know throughout the integration of Microsoft teams that service our customers have seen a significant increase in employee satisfaction and reducing business and improving business efficiency as Jeff mentioned earlier in the presentation I will highlight a few of those workflows today so here's a look at our new unified employee Center page which provides a professional and personalized experience for the end user as you can see here we have an end user his name is Joe and because of the integration um with with teams as you say I'm in teams we're able to understand who that person is their job functions and what they do and provide a curated experience for them right and so here within the uh the content experience widget that you see here we can provide a a campaign a targeted campaign from a Global Perspective for the company right where you can say uh as Joe is coming in as a new employee he can say okay what are some of the things that I can do and one of the things that you can see here is we give them the ability to say set goals uh for you as you're getting started in your activities so Joe could come here and simply say uh I want to see about setting my individual goals we can also curate information that's recommended for Joe in his job and provide knowledge based articles and curate that up to him that he can able to receive and react upon and then we can also have uh popular uh topics that are surfaced up based off of um common things that are happening with that within the organization right so if it's emails that's being surfaced up health and wellness so if I click on health and wellness you'll see that I get a list of knowledge-based articles that I can access things that are commonly asked by uh um employees within the organization right and so I can look at that and I can send in requests based off of that information if I go back to the home page you'll also see something that uh Puja mentioned earlier here we have a list of different um services that the organization provides from HR to it to workspace and so we can curate all that in in one singleized workflow to be able to provide additional information from a single unified experience so here within um uh HR we can then look at health and wellness and retirement so we have a more consumable way of accessing this information based off of what you're trying to do if we want to look at pay and time if we click in there we can get a structuralized um experience right so the content creator for each human resources can provide a curated experience for them to be able to get uh direct deposit information so payroll formations or take time off right and so make that request directly from the enterprise portal if I look at the curation of the I.T and I browse that page you'll also see topics so these topics are pre-built topics that are created and when you're using a taxonomy that we have to kind of tag these informations right and so here I can look at Hardware because Joe is a new user and then one of the things that Joe will need is a computer I can simply select that and it's right at the the um the curated pinned information for me so I can say uh computer and it gives me a list of information because the system knows who I am and it knows the type of devices I need I can simply look at the devices available to me and then I can simply make a request for the device that meets my needs so I can send them in a request directly for this and it's pulling directly from our service catalog to allow me to submit an order for that once I submit that order and I check out the system will automatically create a workflow that'll kick off and it'll go back to my manager for approval once it hits my manager uh and then my manager approves it it will go to a procurement and they will um place an order for that and send that to me and I'll be able to track that all within this one page in this one experience if I go back to the home page we also have a widget called my activities my activity is extend upon all the different things that we can tie in together and surface up into this one experience so here's a task that I have available to me and so it can outline all the different things that I have to get accomplished right and then I can make uh and act upon each one of those and so if if I do this and set those goals that I spoke about earlier once I'm completed I can mark this as complete and the system is updated and then that task is then been removed from my list of things to do foreign also from within the uh employee Center we have the ability to use AI search so if there's information that I'm not finding or I need additional help with I can engage to help death so uh before I needed to make a request for a computer now I also need a phone so I'm not seeing that directly on the page so I'm just going to type in um phone the io the IAI search will go through and it will provide a list of information back to me it'll provide relevant information for me for different devices that I can order or other updates about the phone that I may need to find out about so it will do an intelligent search to provide me information that might be relevant for me in order for me to get my job done so I said it that I needed to submit a request for a phone so I'm going to take a look at this iPhone 6. and again just like that computer I can then take a look at the service catalog that's being rendered back to me in order this phone directly from here and once I check out again it will do that automatic workflow to do the request in the back end to make sure that all the approval processes are done and that I the order can be fulfilled foreign and just to extend upon that right we talked about browsing into each individual category that we spoke about before and so here's these topics uh that we have that we can highlight right and so it's big stuff the taxonomy that we create as an organization so here we can build that out and these are automatically built out for you right so here we have one for onboarding and then again we can have the content creators for HR to kind of build out this right and so here's the onboarding image and additional information that might be relevant for onboarding right so you can keep that content specific to onboarding so they can see what they need and that they have a curated experience to make sure that they get their needs uh met and and uh and and taken to so with that I'll stop and ask if there's any questions I'm seeing a couple of questions in chat about the taxonomy and I can expand on that um so it's a taxonomy is configured separately from catalog and knowledge it is you can think of it as the catalog categories and knowledge categories as the back end and the topic is how our back end and how so now the knowledge categories and catalog categories would be how the content creators create and manage that but employee topics or taxonomy topics are how employees are searching for that content so we recommend you to maintain both of these separately now what you are doing is when you are defining the employee facing taxonomy topics you are essentially tagging the catalog items and knowledge items to how you want them to be surfacing up for the employee so you will have to do that connection um on your own um hope that makes sense you can still search for Content using Global search and and the idea is they if an employee who is looking to search by a browse experience the topics will provide a much better experience than actually going through the catalog categories or the knowledge categories um hopefully that was helpful and then I am seeing a question on what are the configuration steps to display employee Center under Microsoft teams we have um Community articles on this and we will share um to provide you the best guidance yep just just uh share the link on that one awesome thanks uh so I'm seeing a lot of questions on how do we transition from service portal to employee Center um it's a little bit of horoscope from this conversation right now because it's a it involves a deeper discussion so if you can just leave your email we can get back in touch with you we conduct a lot of other sessions which are focused on transition from service portal to employee Center and we can get in touch with that um just to kind of clarify service portal is not the slash SP is not being depreciated um so you can stay there but we're just not investing there as a product so if you want the latest and greatest you should go to a price Center seeing another question here about will notifications found in employee Center also be sent into teams yes So like um like no when you say employee Center notifications that would be typically be like the communications fund or if you have a like an announcements Banner that would be an announcements Banner oh sorry announcements widget you can hack those but like the VIPs uh on Portal is disabled when the portal is integrated with teams so you won't have like two chats available you just have one chat which is in that chat tab um on what quarries is sharing you won't have additional chat that you would see on Portal uh show up in employee Center um another question on employee Center is whether it can be used with outside customers employee Center can be used for outside customers or should we use the customer portal so the recommendation is that you still use the customer portal uh or if you want to build a custom service portal you're okay to do that um employee Center is essentially from employee facing use cases it's designed with that uh your persona in mind so most of the capabilities that we are looking at are leveraging the sys user table or the HR profile table so using those things those capabilities with an external customer will be hard so either use the service portal uh sorry or or you use the use the service portal SP or you use um the customer portal the customer portal is of course the better choice indeed okay um Corey is there anything else to show uh no not at this time I'll uh yield back to you Jeff all right let me see if I can share again um okay so we got through the demo thanks so much for that Corey I always learned something new whenever you uh whenever I watch you do a demo so that's that's fantastic uh folks we've got these new community excuse me uh Community sites set up now we just relaunched Community this week uh so the look and feel you'll see will be slightly different the content should be uh the same although with potentially organized in a bit of a different way in fact I'm just gonna show it to you guys I was just going through the community here uh this is the servicenow for teams community and um you can see it's it's brand new and slick and it's designed to uh have an easier flow to talk about you know whether you're trying to get ready or configure uh depending on where you're at in your journey there's a lot of other content in here around product information advice and then with the ability to ask questions and to look at the previously published content down here so this is the one for teams uh virtual agent and nlu has its own and so does employee Center so a lot a lot of content in these sections um in the links I believe will either get in the chat or send them to you separately but you'll be able to access it from the community page that we'll send out with the recording um so that was really the key point I think we wanted to share here and then in the time remaining we've got just a few more minutes so are there any other questions uh Janet or Corey or anybody sorry there is one other question there will notifications found in employee Center also be sent to teams I think Puja might have addressed that one right Puja yeah I I did so sorry okay you're fine you're fine um so a couple of points of clarification of beaded um you won't have two chats you will have one chat on teams which is in that chat uh chat tab um now for any new task any new notification um you if you have configured it to come on VA on Virtual agent then you would see that show up on the chat side of it if you have just notifications made on Portal not on the VA side then they will only show up on the portal and you can Target specifically notifications being made on teams we also have additional capabilities um which um I don't know if you're leveraging but if you have communications posted on Portal let's say you have a new new campaign posted on employee Center you can actually have those notifications that there is something new uh posted on Portal come up as a notification on the team's thing so this is not chat notification this is just like the action Bell icon that you see on teams um you can have the communications come over there and then the user will be prompted to open the uh embedded employee Center within themes to view that notification or new that new communication so there's a lot that we have um in terms of synergy between the teams and employee Center um and if there's any specific question I'm happy to have thank you okay there's one more question and it's from Lillian asking whether or not permissions are bilateral the servicenow roles I.E is are the roles synced or are they controlled through servicenow between teams and servicenow yes if if you do not have access to Something in service now and you try to ask for it through teams or whatever you will not give access so servicenow still manages the access rights to the individual modules and so on all right very good well gosh we're at time y'all um thanks so much for a very informative session we're going to go ahead and uh cruise to our outro slide here uh thanks again for joining please do uh look for your uh survey as you uh log out and uh let us know what you think feel free to reach out if you want to chat with us further about any of the capabilities that we've discussed today thanks very much for joining us and we hope to see you again soon bye for now