[Music] foreign [Music] it's Justin thank you for watching and welcome to Justin's house in this video I got a new Tokyo feature I'm so excited to share with you and that is knowledge access so knowledge article knowledge base access within live agent chat you can now search for knowledge base articles and share them with your users when they're contacting you via live chat I've got up on the screen behind me on the right hand side a conversation going with my old pal Abraham Lincoln and the virtual agent on the left hand side I'm logged in as myself and I'm expecting that conversation to initiate so we'll go ahead and select from available topics chat with our agent and that will initiate that conversation you see there on the left hand side I'm going to go ahead and accept that and we'll start out talking back and forth with Abraham Lincoln so as you may be aware those live agent conversations start with a chat window and it creates an interaction record within the platform so that's what we see here you see I was working earlier to make sure this actually worked so as my agent hi Mr L how can I help and that will then come over here to Mr Abraham Lincoln kind of right there behind my head now Mr Abraham Lincoln he's kind of old so he's gonna need help with his email signature um within setting up an Outlook or whatever email client he's using and that's what he's asking for help with so here is the future here's what you need to pay attention to to get to knowledge articles from within live agent chat you're going to use the quick actions button so that's this guy right here the little lightning bolt and uh one of the options when we use a lightning bolt will be to search for a KB article you can see it right there on the screen so you can get to this with shorthand with that slash search KB or you can type it in or um uh below and then once that's there I'm just going to search for anything so we'll search here for he wanted an email signature so I'll just type in email as an example and what we're going to see is right there in the chat window over and post or pose over it is all the different different knowledge articles that have the word email in them so Abraham Lincoln was asking about email signature so now we can click on that and we can send it to him and now he has that link actually sent to him over on the right hand side in that virtual agent chat both of them have a record of that now so if the agent wanted to click on that as he's walking Abraham Lincoln through how to set up his email signature he can see it and then of course Abraham Lincoln can click the link and he would see the knowledge article too right there within that window so we've got create an email signature there for Abraham Lincoln kind of end user facing be able to rate it Market helpful and on the left hand side for the agent they've got that knowledge base view of what that looks like so great great new feature I'll show you again here search Dash KB and type in anything else we'll just do router I bet there's something out there for a router nope nothing for a router we'll try just do email again and say that we can get to different articles there around emails so that's it it's super simple it's been a long time coming we're glad it's here thank you Tokyo for bringing this to the live agent chat experience I hope you found this video helpful if you did please like Please Subscribe or share it with somebody who you think might be interested in a better experience when chatting with live agents in servicenow and until next time don't forget to always be learning thank you foreign