all right everyone welcome to what are you in Tokyo release for CSM and Order management live on servicenow webinar I'm Krupa singampali I'm an Obama product management director in CSM and I'm joined today by my colleagues Harriet Franklin and Andre ramsaron and we're going to take you through all the exciting things we have released in Tokyo before we go there um quick flash of our Safe Harbor notice of course there may be information here that will be sharing that forward-looking so please be aware of that and this is actually part of a series of interactive events so if you would like to get notification and then join uh the series please check out this link and subscribe and join our other live on service now sessions [Music] with that let's get into oh quick housekeeping before we get started uh we do have some time for Q a after the presentation so please do the Q a feature and zoom to ask the questions and we will be recording this session and then sharing this on the service now community and finally when the session ends we do request you to fill a short survey so thank you for your feedback that will help us make these sessions be better all right with that let's jump in into what's new in Tokyo of course this is a selective list of all the key features that we release this is not exhaustive um we have two releases in Tokyo that we're talking about in today's session the first one is the Tokyo family release where on the customer engagement side we have two features from Knowledge Management and customer portal Locale as well as the conversation history and on the customer operations side we enhanced our industry data model feature by adding external business locations and the service organization install base then we in the Q3 22 store release um in the customer engagement side we have the sidebar uh and the workforce optimization features and customer operations the big chunks is in task intelligence where we have four new features and we also have the recommended actions with primary call to action and finally on the order management side we enhance the order capture side of it with new product offerings and then customer order forms with that I'm going to hand this off to my colleague Harriet to take us through the customer engagement topic all right thank you Krupa um let's get to the next slide please hello everyone hello everyone um my name is Harriet Franklin and today I'm going to be going over the Tokyo family and store releases for customer engagement and in this release it's really all about making sure that your customers can find their information easily and in their language of choice so to start that off with we have several enhancements in in Knowledge Management first with SEO enhancements and then second the ability to take your knowledge articles and translate them in bulk and then you'll see changes to the customer portal where your customers can select their language the second part really is all about empowering your agents to make sure that they can resolve issues faster with the capabilities to view conversation history as well as collaborate with sidebar so let's get started first up with the area of SEO enhancements uh knowledge content changes constantly and the first place that your customers go may not be your portal typically they go to a search engine and we want to make sure that we've optimized the content so your customers can find information on search engines and that we have a couple of changes the first one is the ability to retire knowledge articles without hurting the search engine optimization and then second if you need to replace an article we're giving you the capability to replace that so for example if you have a product that has been Sunset and you're replacing that product with another one we can easily point the old article to the new article and then the findability of that increases the next thing is really making sure that we're making it easier for administrators to translate knowledge articles and get those out when your portals very quickly and this is what the bulk knowledge translation and this capability allows your administrators to translate multiple knowledge articles however what's nice about that is that they can select different methods of translation by language for example if you're translating multiple knowledge articles and you want to translate them in French Italian and and Japanese you may have a knowledge translator that you use for Japanese a TMS TM translation Management Service Company or you may use some of the more machine language for French and the other languages the good news is you can do it all with one click and the workflow will take care of routing those translations to the proper location and then next we have the capability for both authenticated users and guests or unauthenticated users to select the Locale that they want to see the portal content now if you remember for authenticated users they have the capability to Define this in their profile now we're allowing both authenticated and unauthenticated users to select that dynamically when they come to the page and we could help them out by doing such things as Auto detecting to ensure when they return again that they'll be able to see the content we also group these languages so it's very easy for these for your customers to switch back and forth next all right so now we want to switch to uh your agents and as we all know agents have you know pressure to answer the customers quick questions quickly and come up to speed quickly and currently they can look at various tabs to see the history of what's going on but what we've done here with conversation history is provided one comprehensive single view where agents can look at previous conversations so it doesn't have to be the same agent so when a call comes in the agent can quickly see the chat conversation that the customer has started online as well as previous chat conversations also if we used another Channel such as WhatsApp or Facebook Messenger they will be able to see all the Facebook Messenger messages in one view as well and then finally for agents and subject matter experts to collaborate we have sidebar and this is all about making sure that your agents are able to respond faster to customer inquiries by reaching the right agent or person or subject matter expert that can help um we have this as a demonstration and um we'll talk about all the features in the demonstration let's take a look um that's correct yes just move up together sidebar is a new feature in the CSM Tokyo August 22 store release sidebar allows agents and subject matter experts to collaborate and discuss cases or interactions for resolution he have a case that agent Beth Anglin is working on and she notices that there's an issue with online returns she's seen that before in a couple of the cases and she needs to have a sidebar discussion with another agent when she clicks on the sidebar the subject from the case is auto-populated and from here she can add one or more participants and she wants to know is this a defect he starts that conversation and now she's waiting on Fred to participate if we flip over to the second agent Fred has a discussion item in his menu bar and when we click on it we see that there are five items here the first one the latest one is the one that we just created with Beth now from here Fred can open the record take a look at it and and get back to Beth and from here he could say it is a defect now we also see that Fred has other sidebar conversations that he's participating in and they're docked at the bottom of his screen to where he can see that now let's go back to Beth from where Beth is she sees she just has a message from Fred and she looks at the discussion and sees that it is a defect so there are other things that we can do here such as add this discussion to the activity stream we can go up and look at other discussions search those discussions pin this sidebar all the sidebar discussions that are here as well as from here we can use the quick actions such as search for knowledge articles or uh when we send messages back we can send emojis or items and then as well click on attach in case we need to attach a file to this so Beth can collaborate with Fred and any other to make sure that we get a quick resolution for the customer let's take a look at the administration to activate the sidebar go to conversational interfaces then go to settings and you'll see the sidebar here where you can activate it and also if you want to take advantage of the Emojis you can turn them on here sidebar sorry was that the end period that is the end yes thank you okay and I do want to add that sidebar is available if you have the other uh servicenow modules it's also available for incident and problem and change as well as interaction all right thank you great thank you all right then go ahead Andre all right yeah hi my name is Andre I'm going to be covering uh one last item to wrap up customer engagement namely Workforce optimization and then we have five items that are related to customer operations uh so let's hop into Workforce optimization next slide please uh so at a high level Workforce optimization is about making sure that the right agents are available at the right time to handle customer uh inquiries and a critical part of that is being able to generate demand forecasts now previously in Tokyo we were only able to generate demand forecasts down to uh 60 Minute intervals and for a lot of organizations they need to be able to operate at a more finer level of granularity so we bumped that up from 60 Minute intervals to 15 minute intervals so now the system is able to generate demand forecasts down to 15 minute intervals and what this means is that it's going to make it easier for managers to schedule the right agents at the right time they'll be able to coordinate things like breaks lunches and training and for a lot of organizations they need to be able to balance the distribution of work while meeting their contracted handle times that they may have with their customer organization so they'll be able it'll enable them to strike that fine balance there is one thing I should note here we're talking about the demand forecast we're not talking about scheduling in wfo you could always schedule at whatever level of granularity you wanted to this is specifically about the demand forecast capability so the ability to predict what the work volume may be at say 9 15 9 30 9 45 Etc so that's it Workforce optimization 50 minute interval let's roll into customer operation the first next slide please the first feature that we have in customer operation is called recommended action primary call to action and what this feature enables you to do is enables you to surface a recommendation card on the side with what we call the primary card to action so as you know in guidance is you can have many different actions that may pop up on the sidebar there but now what you can do is designate a specific uh guidance as being the primary call to action and from a user's perspective when they click on that in a single click they can perform data entry either on the side panel they could also perform a data entry in a sub-tab as well so what this will enable agents to do is more rapidly respond in line to uh an action that they need to perform and they can perform those actions without navigating to other third-party applications or systems and of course when they complete that primary call to action that may trigger additional business logic via workflow let's say to third-party systems Etc so this is recommended action primary call to action next slide please so the next uh four features that we're going to talk about are part of task intelligence so task intelligence you can think about it as a suite of functionality in which case we're bringing in Ai and ml to help Drive agent productivity and streamline operations the first feature in task intelligence is sentiment analysis and what sentiment analysis will allow you to do is to track the initial customer sentiment and also the emerging customer sentiment as they're going through the case life cycle so you can detect both the initial as well as a trending customer sentiment and you can do so leveraging pre-trained AI models so you don't have to train your own models these models are are pre-trained and this can you can take advantage of this to identify a trending customer sentiment so let's say that you have a cohort of customers perhaps it's related to a specific product and there's a downward trending sentiment then you can perform specific actions that may involve change changing your routing rules creating giving greater priority or escalation to such cases and then in the longer term you can also look at what the sentiment has been across specific product or service offerings and drive in incremental or ongoing Improvement for those products that perhaps have a downward trending sentiment uh next slide please the next feature in task intelligence is document intelligence and this is quite an exciting capability so what document intelligent allows you to do is it allows you to extract fields of data from attachments and auto populate the case form and this is very powerful uh administrators can kind of take uh uh crawl walk Runner approach they could light up the model and the model may just initially make recommendations for example and as you become more confident in the prediction of the model then you can move from just recommendation to autofilm for a lot of service organizations this is going to help them eliminate manual data entry so a lot of organizations may have I've seen customer organizations where they have 15 or 20 different inboxes that they're monitoring and they can greatly simplify at the overhead and and administrative or have associated with that you can extract data both from the attachments and refine the model on the job so when the model makes a recommendation the agent can say yes this this is was a good recommendation I'm accepting it or they can reject it and the model is being trained on the job in that manner and of course you can trigger additional workflow logic based on the model's recommendations so let's say that the model was looking at attachments and it detects that there's a social security number or some other pii information on a given attachment that may trigger some special workflow logic to say hey let's look at this specific correspondence in a more compliant type of manner next slide please uh case categorization and language detection so this is the ability for the model to be able to look at an attachment associated with a case or an email and based on the analysis of the body of that attachment perform a recommendation and the and the recommendation may be something like this case should go to this assignment group as an example or let's say that this attachment is associated with this product family so you can you can configure what field it is going to categorize it can also detect the language and we can also do case categorization in in multiple languages there's four base languages that we can perform those categorizations on so this will help reduce routing rules a lot of customers have language specific routing rules you'll greatly be able to reduce those rules and you can use contents and attachments to categorize cases based on fields that you decide to configure next slide please the admin console so the admin console is a wonderful introduction in task intelligence what it does is it makes it a lot easier for business analysts to administer models and determine when they should bring those models into production so the idea here is is that we wanted to put it in the hands of business users to determine what the configuration of those models should be and when they should deploy them in a production type of scenario as opposed to putting requiring specialized skills in in AI or ml Etc so what this will do is this will reduce the deployment anxiety that off that business is often have when they are rolling out AI in a production scenario you can start with recommended values and then move to autofill as your confidence and the prediction of the models grows and you can measure in a very direct manner the business impact of deploying AI models in your environment so for example you'll be able to see metrics that say hey autofill resulted in 340 hours of data entry time saved in this scenario and that becomes very powerful for a lot of organizations because you know AI is um is very wonderful and um but often companies find it hard to determine what the Direct business impact is and now we're giving you ability to measure that in a production scenario so the demo that we're about to show is a little bit of an all-inclusive demo it's going to go through all of those features in task intelligence and I think you'll get a nice overview of that so let's go ahead and roll the video for the demo thank you here we're looking at the task intelligence admin console which is the One-Stop shop to rapidly configure train and deploy AI Solutions on the CSM platform this low code Builder comes with out of the box templates for many common tasks and you're able to see at a glance your models and their prediction metrics Solana's admins can also see their currently deployed models and a brand new approach to model creation driven by use case experiences these models are easy to set up and deploy our admin has deployed a configured model which predicts the fields needed in a case when it's created the model can be trained with specific conditions input and output fields when a case is submitted from a customer say via email case categorization looks at the subject body and attachments of emails to Auto categorize it routing to the right team at the right time with multiple language support included all these upgrades mean minimize delays and response and more accurate resolutions your organizations can make more informed decisions on these correctly routed cases with sentiment analysis here in our agents workspace showing all current cases we see the current sentiment of these customers derived from the tone of the communication they sent to the company our agent can filter these cases if desired to triage the most pressing cases and reach customers with negative sentiment first by diving into each case we're able to see not only those predicted Fields but the current sentiment as well as the sentiment over time based on communication and the change in tone for the customer but Solana has been struggling with an influx of vendor invoices recently and the amount of time that it takes to process each unique invoice this is where document intelligence or dock Intel comes in it uses a predictive AI model to extract data and automatically populate case fields Solana is able to train the model on the types of vendor attachments that come in which makes the model more intelligent over time this means that when one of Solana's vendors submits an invoice the case form has already pre-populated important fields in that case when the agent reviews this information with dock Intel you'll see that all four fields in the invoice were correctly identified by the AI model this helps digitize manual inspection and eliminate data entry which streamlines operational efficiency here okay all right that's it for task intelligence thank you great thank you Andre right um so we'll continue on with the customer operations topic here with the external business locations and then we'll wrap it up with order management so before I start on external business locations um capabilities let's understand what they are right imagine um there's a parent company and then it has franchise locations so a business external business location is a service organization like a store or a branch or a dealership that operates under the parent brand provide services to the brands customers and hires employees to provide these Services now the parent brand May support this particular external business location by maybe there are some products and services are installed there like there is a kiosk or maybe there is a POS software they may have some of their own employees on this location like someone helping manage the relationship between um this external location and the headquarters and they might provide some services to the employees like training Etc and you can imagine like a retail rest restaurant type of scenario providing raw materials and supplies things like that now what kind of a support do these third-party employees need so they can request services for any walk-in customers Who coming into the location from the parent brand or they can request for the location maybe the kiosk is not working maybe there is an issue with the AC there or maybe they can request for themselves on hey I need to get more trained more training on this particular topic things like that so these are external business locations so once we understand that what exactly is the challenge that we're solving for right so when you think about it from a customer's perspective a walking customer they don't see these external business locations or company or locations as separate for them both are operating and serving under the bread so the expectation from the customer is the same level of service but the reality of it is um it's not that easy for businesses to unify these operations in both their internal company owned and external third-party locations because a lot of times they are not on the same systems they don't have visibility into what's happening in these locations how many cases employees staff so what we have done is the industry data model feature in CSM supported all these capabilities for internal business locations now we extended that to support these third-party owned locations so what that means is now um the external staff can manage the day-to-day operations through self-service like adding staff to these locations Etc that now the parent business has visibility into and the parent business can roll out consistent processes to both their internal and third-party locations like imagine you're a restaurant franchise and there is a new recipe you're rolling out and you want both the staff trained you can make sure that both locations are adequately trained and finally this enables any staff at these external locations to submit cases on behalf of any walk-in customer so imagine like a Hospitality type of a scenario where uh customer walks in into a franchise-owned hotel location and then says hey my last say the loyalty points are missing now instead of calling up the customer service line of the headquarters or the parent company the external staff can submit a case on behalf of the customer and say hey these customers are loyalty points they're missing which now the parent company staff can pick up and continue on so this really helps bring your third-party locations into the fold um to serve the customers like they're expecting and the other component to the industry data models we've enhanced that's applicable to both the internal and external business locations is managing the install base as the business location again um similar scenario right you have a point of sale system that's not working now um how do the store employees get support for that so it could be uh or maybe the the HVAC is down so what this helps businesses do is manage and track the products installed at a business location today what happens is all of these information is it's stored in various different systems it's siled and the way it happens is through email somebody in the store sends an email saying hey my POS system in town or I have a bug here or the HVAC is down and I need some help getting it repaired instead of relying on emails where things get dropped and lost and there's a lot of swivel this is really where the install based tracking helps you create and resolve the cases for products deployed at a location and by actually having the relevant knowledge base and Community available um the staff at these locations can resolve many of these issues with self-service without actually waiting for help and support this helps improve the operations and become more efficient so here is a quick demo of uh the industry data model with external business locations but a lot of this capability is equally applicable for company owned locations let's take a look at service organizations both external and internal business locations in the Tokyo release Solana Corporation is a global hospitality company with multiple hotels some owned by Solana and some owned by franchisees like sunshine card which owns and operates the Arizona locations Kippy Wilton is a sunshine employee who is the manager for the Red Cloud Point location and is a front desk staff at the Sycamore Point location logs in into the new business location service portal and sees his two business locations as the manager he is able to see the cases requested the members the products and the install base for the Red Cloud Point location he can also create new external staff and add them to his location he hires a new employee David Stubbs and assigns him the location contributor member responsibility which enables David to create cases on behalf of customers visiting the location also notices that one of the point of sale systems is really slow Solana corporation owns and manages the POS systems from the business location details he chooses the install base item with the issue and submits a case reporting the slow response time the next day he is working as the front desk staff at the Sycamore Point location where he can view case member product install base details but cannot add any members as he's not a manager at this location he creates a case on behalf of D Sam a guest at the Sycamore Point location whose loyalty points are missing foreign next let's look at another persona URI flacknell an employee of Solana Corporation is responsible for managing the business relationship with all franchise locations in Arizona which he can see when he logs in into the business location service portal he is visiting the Red Cloud Point location managed by Gippy he sees the location details the cases requested the products and the install base and members during his visit he notices that this location needs new signage to reflect the new Solana branding he creates a case for the Red Cloud Point location requesting the corporate headquarters in lict Center for new brand signage finally Brandy Richmond a customer service agent with Solana logs into the agent workspace where she can view details of internal and external business locations and fulfill cases requested by locations of both types this is how we enable companies to unify operations for both internal and external business locations in the Tokyo release of CSM this concludes all right so um before I move on to the order management one comment is we actually purpose built a new portal called the business location service portal to manage both internal and external business locations with industry data models all right next topic here Order management so order management is a new application that we released in February of 2022 which helps businesses capture track and fulfill their customer orders which helps them increase their revenue and increase customer satisfaction so we've been delivering um a series of continued Innovations on this topic um starting with the first time here is um customer order form which is where um customers can actually directly submit orders until pre-tokyo um the order capture was limited to agents being able to submit the customer orders with Tokyo release customers can submit order forms directly for simple products so this provides a much faster buying process they can submit it 24 7 without waiting for agents what this means is that the agents can now focus on more complex product offerings and offer types and the Fulfillment tasks which brings me to the next topic here on so um pre-tokio we supported a simple products which are just products with um and they're pre-made there is pricing it ready we're now there are more complex products that businesses offer so imagine there is a product that has options like attributes right there is a color or a size Choice and then these attributes have some price implications on it so some of them have picking something at uh up charge picking some choice to add some up charge to the product collection so what we've introduced with Tokyo is support for products with attributes uh where all these different options instead of creating them as individual products you can simplify the management of it and make these choices available to the agent to select when they're placing the order on behalf of the customer and this will um automatically calculate the final price and so that the agents don't need to figure out which product to select and what combinations uh the other type of product offering we introduced in Tokyo is a fixed bundle product so this lets you combine multiple products into a fixed bundle with a single price so what this means is that um when an agent is placing the order they can just on behalf of the customer they can just place the order for the whole bundle and everything in the bundle gets added as try light items and finally we also enhanced the agent experience side effect to provide a more visually engaging and Rich product detail Pages um with images so what this means is now agents get a more clarity more in terms of the type of products that they're ordering the customer to one page view with all the details all the options so they can select all the products options here in case if it's a bundle they can look at what are all the bundle products and the components included in the bundle before pressing the order that makes the agency more efficient um and correct in the type of orders they're placing for the customers so um let's finish that with a demo of order management here in this Tokyo August 22 store release order management demo we'll see four new capabilities customer order forms Rich product detail Pages fixed bundle products and products with attributes order forms allow customers to place order requests for simple products anytime via the customer service portal Alex Starr an employee of star tech services a building contractor is replacing the microwaves in a 10 unit apartment building in his Solana Appliance portal he creates a new order form and adds 10 Solana 800 series microwaves to the order he enters his Santa Clara office address for billing and shipping he then submits the order form which creates a draft order James Davies customer service agent with Solana home appliances opens the order request by Alex which is currently in draft state James verifies the order header details and navigates to the pricing information for the order line item he selects the appropriate price list for this line item and confirms the order's total price he saves and confirms the order which moves it from a draft state to New State Alex can now track the status of this order via the customer service portal now let's take a look at two new product offering types introduced in Tokyo fixed bundles and products with attributes boxer Corporation needs a kitchen bundle and one larger capacity microwave for a new construction James creates a new order for Boxer specifying the contact billing and shipping details in the order header he adds a new line item to the order selecting the Solana kitchen bundle product offering he verifies the bundle details like child products color and size specifications in the product detail page he next adds the 1200 series microwave to the order he configures the product offering to select the attribute options for microwave capacity after navigating to the product configuration page he chooses the larger 1.6 capacity which adds 100 to the price automatically calculating the new total price he saves and confirms the new order for baksayer the order line items include the final product with the chosen attribute options and the bundle child products that are automatically included when the fixed bundle product is added to the order this concludes the two in this store all right let's go through the Q a here um so there is one there's one question here um Harriet I think um there's one question there for you on okay you've already answered that awesome yes yeah there was a question here that we already answered but I also had a question um on the popular topic of sidebar and the question was we noticed when you went into sidebar that you selected the person that you wanted to invite into the conversation um is there a way to automate that and the answer to that is yes that was one of the options if you notice when we went to the admin panel that was one of the options where you could add the selection criteria for a list to automatically pop up and then when that list is there you can include them all or select one or two from that list so an example of that was you want the product experts on this particular product to pop in so thank you for that question that's all the questions I had Andre did you have any questions not um I did not see any questions I I actually it looks like I had one question pop up here on the order management topic looks like um yeah there was a question on you showed selecting the price list so does that mean Leon we can only have one price list or can we have different prices uh different price lists and different currencies or is it all one currency so yes actually the Priceless capability was released in the Q2 store release so we can um have multiple prices so you could have different prices um for different purposes uh and then like maybe you have a wholesale price and you have a uh bulk price and you have a retail price and then you can also have Priceless in different currencies and you can actually even schedule the price list to go live on a certain date like let's say you're having a Thanksgiving sale you can set up all your prices create all of them and schedule them to go live at midnight on Black Friday something like that great um right I think those are the questions we have so far so um on behalf of Harriet Andre and myself thank you so much for joining us today please do subscribe to this series for the more exciting sessions we have coming up for you