all right let's go ahead and get started with some announcements uh as always we have additional resources please visit our community website uh there you'll find all the latest greatest experts q a you also find a link to the Virtual Academy page where you can register as well as see all the past recordings and that bitly link there if you're watching via YouTube and you like what you're seeing go ahead and click that like and the Subscribe button that way you get notified all our academies are recorded and uploaded to YouTube so you can see this recording as well as every other Academy we've done in the past so today we have a very special guest speakers from the itsm team we have Isabella and avanov today and they're going to share with you how to get service faster with virtual agent and the walk-up experience so with that I'm going to turn it over to Isabella awesome thanks Victor hi everyone thank you for having us today uh we'll just jump right into it so to start off I wanted to share all the conversations oh sorry I apologize jumping ahead um quickly we're going to go over um an overview of virtual agent for itsm conversations and then specifically for Waka and then we will go through an exercise that abnov will lead and then we'll take some questions so now going forward we are um I wanted to share some of the conversations that we've already released so there's about 81 new topics or enhancements via this servicenow store these conversations are available today and as you can see some of them are main overarching topics with a lot of features and capabilities within them so we have things for Azure ad Zoom Microsoft Exchange password reset Etc and then going to the next slide we have the remaining 81 conversations and you'll see highlighted manage walk up previously we had a conversation about walk-up experience mostly just for checking into appointments but we have expanded that for managing walk up and so that's what we're going to go in today but first I wanted to share a little bit more about walk up so if we can go to the next slide foreign experience is really to enhance employee experience and increase agent productivity with that walk-up experience so this application you can create and manage an on-site I.T walk-up venue where requests and issues are fulfilled and solved by experience and skilled agents in person or remotely you can configure it to serve all users in your organization by using an inclusive branding as well such as a tech lounge or service center Genius Bar Etc some of the current features and capabilities that we are looking at are the requester experience agent manager and admin experience and this would include walk up experience notifications scheduling stock room management various walk-up location management customer satisfaction surveys dashboard to see improvements and and performance and then all of this is available on Portal and now mobile for example so then going in specifically for virtual agent capabilities for walk-up experience as a user you should be able to provision to check into a location for their I.T survey for all ID service needs using the virtual agent bar and then as that user you should be able to book future appointments for walk up and get the help required for your issues or service requests so as of Tokyo we have enhanced the conversation for end users that are looking to book future appointments be notified when they have an appointment and check into a location whenever they're ready for that appointment this is really to increase the awareness of virtual agent and enhance the employee experience so going on like I said this was just going to be brief the plugins that are required for the walk-up experience and virtual agent are this Glide virtual agent which requires Pro or Enterprise itsm virtual agent conversations Microsoft Exchange online spoke and then walk up experience plugin as well um mind you that Microsoft Exchange online spoke does require the integration Hub license I'm just going to pause there to see if there were any questions that we wanted to quickly answer before abnov took over sure we didn't have one questions from Anonymous are all those new topics automatically showing on everyone's instance Tokyo or did the customer need to manually enable something to make them show up so I can take that uh so sure the topics uh Hazard dependency on spokes like uh Isabella was walking uh walking us through for example Microsoft Exchange online school so any topics which has these kinds of dependencies on any integration perhaps folks those would be visible on ba designer only once that particular plugin is activated so for example this walk-up experience topic would be available once you have walk-up experience and Microsoft Exchange online support enabled on the instance of that answers yeah thank you yeah so reiterating what abana says you have to install the exchange online spoke then you'll see the conversations uh other topics require The Exchange Server spoke or the Plug-In or password reset Plugin or in this case walkup experience plugins so uh once you install those on top of the itsm Via conversations plugins you'll see them foreign [Music] [Music] and how we are connecting it to servicenow instance so that it works end to end and then we will just quickly walk through what a Walk application looks like on this particular instance and finally a quick demo on what the user and user experience will be now from a set of perspective let me start with the first part where it is setting up the application on Azure portal so before you start off like we were talking about you need to have a uh installed the Microsoft Exchange online spoke B you should have a user with the right permissions certain permissions to create this application registry on uh Azure program now once you have that the first thing that you need to do is go into managing your Azure ID uh Azure active directory where you need to create a application registry uh first and foremost so if you come here into app registrations now you can create a new one by saying new registration right and you can provide the details of what the end facing of what you are what you would like the name to be now you over here you see that it's uh how we are tying it back is uh we have a servicenow single tenant on here so you can select this and create it now redirect uh URL you can set it from here itself or there's another way where oh so sorry where you can do it by going into a particular app registration so let me show you what a sample would look like so for example let's say we go into itsmb SD now once you have created the application registry you would see a lot of details around what the application ID is what we have as a directory guiding and things around it now now you are done from an app registration point of view the second thing is for you to connect to Azure you need to have a secret code or like we have an authentication method that needs to be create uh reset so that servicenow instance could communicate here so just like we did new registration you can just say new client application you can just derive uh give the the settings and add once you have done this you will have a password generated for this particular app registration now what you are looking for or what is the information of importance here is the value which is the secret code that you need to utilize while you are configuring the connection on service now so first was app registry then was the client's certificates and secrets next is as most of our interactions with uh Azure happens through API calls you need to give these permission to uh to the application that you just registered so that once we set up the service now instance we would have that Communication channel open with the correct permissions on Azure and of course on service now site you would have that uh driven through end use uh whenever the end user requests or comes to uh VA for any of this needs so once the API and you can add permissions here so adding a permission is simply adding the authent uh the roles and the rules that is associated with this particular application that would be required for servicenow uh use cases to work Now quickly let me show you one such so sorry and let me show you the permissions excellent so few of the things are few of the kinds of roles that you would see is how of whether you have permissions to read and write the calendar which is a which would be an important aspect for us because while someone is uh trying to book a walk-up appointment we want to help them see their calendar or help them uh view their calendar while they are booking that appointment so for it to work we need to have a delegated access on this particular application that we just created so that's the third step so we just went through our registry certificate and secrets and then the API permissions we finally think that is to be done is authentication now authentication is the way that you set which particular instance are you going to connect uh for this particular application so you can add a URL and you can add the servicenow instance something like you have here right now this is and I'll Circle back to this particular uh information again while we are setting up the service now communication or connection Channel and we will uh we will let you know on what is the URL itself that needs to be provided here so these are the four things that needs to be taken care of me from Azure portal site before we begin uh with this setup now I'll take a quick pause here if there's any question Isabella and Victor that we should be taking else I can move on to servicenow uh side of configurations okay I think you're good yeah yeah perfect so the first thing that needs to be done for servicenow site is we need to provide system we have to create system uh or application application registry just like we did on Azure site we need to do the same on servicing ourselves so you need to come to system or under application registry now a few things to note here now I'll be moving into the documentation on how to set up Microsoft Exchange online and this lays out the steps that are required of why you are setting up this exchange online on your instance so like we were discussing we need the uh this has what are the prerequisites and then we just talked about the part where we were setting up the Microsoft Azure application now the second is where we are setting up the oauth on our site on servicenow so once you install and activate Microsoft Exchange online you would have these two records created automatically in your instance now what needs to be done here is let's say when uh go uh into this particular record you need to update it with the application registry that you just created so what do I mean by that so let's say I am here now this is the name by which it comes default from all of the system when you install Microsoft Exchange online school the things to be provided is client ID client secret the first and foremost thing so the client ID is your application ID that you see under our registry so that's the first information the second is B client secret now client secret with the information that we were just referring to which comes up as a value under the new client secret that or the certificates and sequels so you need to copy this and paste it over here and this would take care of the authentication part of this particular authorization uh oauth with Azure portal right now once you have provided these two information let's go into what kind of an uh Grant type is it right so this is for uh we'll have five so Microsoft Exchange online is for authorization code and this another which we'll talk about which is a client credential so here you'll provide authorization code the next thing is the authorization URL now this is the URL that would be hit on Azure site to authorize you as a correct user so here if you see there's the first part is common but what is not is the ID or this if I open this up this is the part which would be required and which is unique for each of the application that you register now here this is the information that would be the directory or the tenant ID so while you add the authorization URL you need to uh you need to follow a fixed pattern and this is Again part of your documentation that I was sharing so this is the directory ID that I was talking about and once you provide that same would be the token URL as well now let's come to redirect URL this is the place where you would be connecting this instance onto the uh Azure application itself so we uh the how we've or what's the name that I mentioned for this is your instance URL and over here this is the URL that you need to also add and add in the Authentication piece of things so over here now this is the URL match you need to add here so just you can copy it and paste it to it while you add the URL okay I already have one so you can paste it and you're done so this is setting up the first level of um uh configuration yes so you uh took uh so there's a question where it was like can the secret string be recovered in case it was accidentally deleted you let's say if you remove it here you can always come back to Azure portal like I was here and uh you can copy the one that you require so for example let's say if I create one I can just use copy this one and paste it here any any other questions or else I'll just move on to the next part so here we were setting up Microsoft Exchange online which was the authorization code uh the grant type was authorization code the second part is the client credential setup that you need to do and over here again the same uh thing would work the client ID is same as what we were looking at the only thing that uh changes here is as it's a client credential you just need the token URL now the same front of all uh is followed here where this should be login dots Microsoft online.com and your directory ID which is again something which you will find as an information your on your overview of the application you just registered now while this is being done along and out of the box while Microsoft Exchange online was set up or installed these were the two records that were created now along with this there are two profiles that were created and tied back to individually each one of these uh System Authentication application registry and this is where this would come back uh this is an information that uh which we need to utilize later on in the next set of uh setup so once you are done with the application registry the next thing is for you to create the credentials so under connections and preventions you need to go into credentials and create a new one now this would be a oauth 2.0 credentials that you need to create and you need one for uh the man uh Microsoft Exchange online which was of type uh authorization code and you will need one for the client credential type uh Grant type and this is where the oauth entity profile comes into picture where you need to whatever the one that was installed is to be tied back now if you look at it these are the two different types of Grant type which you will be configuring as part of the credential CL now if I just show you a sample of it it these are the two that we have set up already as a 2.0 authorization and this is the information that you would see for the credentials when you once you are done with it you need to um click on this to get the auth token and once you are done with this one part and once you are done with both the online credentials and the client credentials you are done with the credential setup part for Microsoft Exchange online the final bit that needs to be done is creating the connections so so you will have again Microsoft Exchange online credentials so the you'll need to provide access to graph.microsoft.com which is the hub for all your apis that could be triggered and the functionality that is extended by Microsoft so and this step again would be something which is already part of your uh the documentation that we are sharing and Victor if you can paste the link for this particular documentation that would be great so once once the connection is set you your instance would be ready to use Microsoft Exchange online not just for walkup or VA but any application that has an integration with Microsoft Exchange on now once this is done we are good from a setup perspective from a communication between servicenow and Azure and the next part that we would move into is a quick look at what the topic does as of today and how is this particular topic going to help our end user thank you so um this is an instance where we have walkup enabled and that's where this particular topic could be seen on being a designer so if I go into the designer you would be able to see this now I see this topic now one thing to note is all of our out of the box topic is a read-only uh topic so if you want to make any changes or customization you need to clone it and then activate it and once that is done and once you're what and the other part that I wanted to walk with you all through was a quick glimpse of what a walk-up location looks like so walk-up location is where you would have the setup done on setting up a tech launch where people can walk in person or can get a remote help on their I.T service needs so you'll need to set up on what the operational hours is what are the different uh uh different manage management and admin admin related configuration for the location and once this is done you should the end user would be able to utilize this topic now um on the left hand side of the screen what we have is is the is my calendar so where I have a meet uh meeting set up between 6 to 7 A.M and 10 30 to 11 30 PM now while I'm scheduling an appointment on uh off of for walk-up or a tech Lounge generally we do not have a view into what my calendar looks like so with this topic one of the value that we want to uh give to the end user is where they would have a view into what the calendar looks like and the slots that I've already booked would not show up for them to uh uh for them to make an appointment at so let me show you a WhatsApp appointment so what it does is it triggers of a topic where you can schedule an appointment reschedule uh your appointment as well now here we have nlu working in the background to identify what the intent was so all of the base Frameworks uh framework that exists for walk-up as of today are we as of today works as is here as well so I choose the reason that I want to visit the tech Lounge for it gives me some basic information about that and I can select what kind of an uh a session wouldn't be so let me say it's an in person and uh I want to visit Tech Lounge tomorrow so at this point of time earlier uh we didn't have our while I was cooking this appointment I would not have a view into what my calendar looked like and uh but now if you see I'm I would only be shown the list of slots where the lounges open and free as well as my calendar also looks free so between 10 30 to 11 30 you would not see any of the slots coming up now let's say I choose 12 30 to uh to two o'clock as a slot I can confirm and book disappointing now one thing that again uh because we are integrating with Microsoft Exchange online we have that uh control of adding this particular appointment onto the calendar itself and this is where it gets added onto my calendar so that was a quick demo uh for what what the topic would look like and how would it uh function for the end user foreign questions I'm also going to shoot out a poll about launch UPS or about walk-ups sorry uh launch a poem about World Cup so yeah feel free to answer that poll right now in the meantime we'll pause for uh questions and um yeah this um thank you abhinav and Isabella we actually we also do read the post event surveys after the academy so please fill those out um after this as well and someone didn't mention they wanted to hear more about uh idsm topics or itsm related uh content so this was in response to that uh someone does ask someone did ask how can I find the session recording the session recording is will be available on YouTube um by certainly by the end of the week if not you know next Monday for effort 100 absolute so yeah go ahead and get those um poke answers in the last minute um otherwise we'll wait we'll we'll pause if there any other questions and like uh well I'm enough said and what bears what I think Bears repeating is that you know a lot of azure and Microsoft Exchange set up but walk up is just one topic that takes advantage of it there's many other topics that um take advantage of exchange online setup that benefits from this um manage meetings is a virtual agent topic that comes to mind I don't know if you know more off top of your head um can you come again with a question which I was reading through the questions in the Q a they will come again with a question oh sure sorry I was just saying there there are other virtual agent topics that use this Azure configuration you shared um I think managed meetings was one are there others as well um you know top of your head yeah so there is setting out of office replies then there is booking conference room uh topics that can be uh that leverages Microsoft Exchange online awesome so yeah so we have some questions here from one from Karen can the walk-up location view uh sorry limit view to only those locations in your state like California Nevada et cetera so I think top of my mind uh we do uh show the location Which is closest to you and uh I think um Isabella let's check with hush on whether we can limit up uh limit what locations are shown to the user depending upon their location absolutely let's get back to Karen awesome thanks and then Anonymous asks can we create a shared mailbox and Outlook and connect with this feature before I answered that uh is there a specific reason that we uh wanted to be a shared mailbox rather than uh use a specific um mailbox so the reason I asked that question is the specific value prop for this particular topic is to have a view into my calendar as well as while someone is booking a delegated walk-up appointment so let's say Victor wants to book and walk up appointment for me Victor should have a view into my calendar and uh that's where uh this uh this particular topic should be very helpful so if it's a shared mailbox uh it won't give you an insight into a specific user's uh how how their calendar looks like or how their day looks like before you schedule a walk-up appointment yeah synonymous clarifies yes we would like to have more agents to be able to call back the person I I'm not uh this calendar is for the end user not for the agent right so from that perspective I don't know if a common uh inbox would help I don't think as well can we connect hush with the uh whoever has this question absolutely just ping Us in the chat their email we can get back to them yeah yeah so yeah oh sorry sorry I know we're at times so for for if you had other questions if you see the link that Eric posted in the Q a you can comment your question in that thread in the comments and we can get back to you via community in that way like we won't do email tag I'll just be out there and searchable and and followable so yeah if you have any follow-up questions please go to that link with all the recordings and and paste your questions there so we're at time so thank everyone for joining abanov Isabella thank you as well it was a super helpful oh we got an email there so it's from ING Isabella so if you want to do a quick copy and paste from there go ahead and do so uh so yeah we will see everyone again in two weeks uh for the next virtual agent Academy I believe the next one will be on uh iar for HR don't hold me to that but I'm very likely looking to be that so again thank you everyone for joining and have a good rest today thank you thank you bye thank you