all right hello everyone Welcome to our live on servicenow webinar for today on our November store release around the topic of keeping your employees safe with health and safety Incident Management if we haven't met yet my name is Allison Fulton and I am part of our outbound product management team here at servicenow and I am going to be one of our hosts for today's session as you can see I'm also joined by two amazing colleagues Dom Kellerman and Shayna Smallwood Dom is from our solution Consulting Group and he'll be leading us through a solution demonstration today and Shayna is actually from our inbound product management team and he is one of the key leaders who actually built the product that we are going to be speaking about today um before we officially get started I do have a couple of housekeeping items that I want to walk through so first and foremost all of our attendees today are muted by default to avoid any background noise so if you notice that you are Force muted that is purposeful however we would love to hear from you so if at any point you have a question please go ahead and put that into the Q a panel and zoom or feel free to also use the chat to interact with us and if you do have a question or if you use the chat we'd love to know who you are we want to know who our audience is so please feel free to introduce yourself another thing I want to point out about today is that we are recording today's session and once we have this recording we will post it back to the servicenow community as well as YouTube so if you want to share this with your colleagues or go back and re-watch a certain portion it will be made available and then last but certainly not least um a thing I want to call out is that after today's session ends you will be prompted to fill out a very short survey and we'd really love to hear your feedback on today's webinar and get context from you on how you felt about the session so please watch for that in terms of our agenda we are going to start off today's session by talking through some of the current challenges that exist in the health and safety landscape today after we get through that we're going to go through a very brief overview of health and safety Incident Management and without going into too much detail during that overview we're actually going to spend some time uh going into a solution demonstration and a live instance so this will really bring to life some of the things that we talk about in that overview section then after that we are going to go through some of the basic architecture and just recap some of the things that we'll see in that live demo and that we'll talk about then we're going to go through what we Define as our top five features and admittedly it was actually very hard for us to isolate what those top five features were we have a ton of really great and robust features but we drove this section primarily based on customer conversations that we've had and some of those common questions around features that exist then we also have some time carved out for implementation tips so this is for you if you are a customer and you are getting ready to implement health and safety management or let's say that you are actually a partner and you're implementing on behalf of a customer we have some tips for you on where to get started and things to think about and then last but definitely not least we have time dedicated at the end for Q a so like I mentioned a moment ago we do have the Q a panel and our Zoom so at any point during today's session if you have a question feel free to plop it in there and we may answer that in written format throughout the session if we have time but if not we also have that live time at the end so without further Ado we're going to jump into our first topic for today which is current challenges and where we want to start this conversation is by talking through some of the challenges that we've observed in our research and in talking with customers around this concept of driving a culture of safety within the workplace so first and foremost one of the themes that has been apparent is that for a lot of our customers there's really a lack of a defined safety process and protocol at their organization processes are often reactive and there's minimal structure and so what this leads to is challenges with providing proactive education documentation and really streamlining the process for all of the different personas that can be involved when an incident does occur in the workplace another key theme and challenge that I want to call out is this concept of organizational silos so there's often minimal Direction within an organization on when and how to share health and safety insights across the Enterprise there are many people within the organization who deeply care about this topic but with these silos it can negatively impact how effectively you're able to collaborate and communicate across whether it's health and safety risk compliance legal HR um and this also leads to limited Awareness on safety procedures and specifically on this challenge I want to hone in to the employee Persona so what we typically see here is it's hard for employees to self-serve they're not certain where to go to find safety procedures or how to stay up to date on the latest policy information as it relates to safety or even what to do or where to go when a safety incident does occur and another theme that kind of is emerging as a common challenge that we're seeing within the landscape is disconnected or Legacy systems when it comes to safety and so what this means for all of those different personas that are involved in health and safety within an organization is that they're trying to really navigate essentially through a sprawl of Legacy sites and this makes it really easy to not only find that safety information and find information on how you're supposed to report it actually leads to undocumented incidents which is not a good thing at an organization um and with all of this said another thing I want to point out if you look over to the right of this slide as you have all of these challenges with an organization what this does is it unfortunately decreases your culture of safety um and what that means is in tandem it usually increases your organizational risk and that organizational risk part of the conversation has a couple of angles one of those angles is in the context of employee well-being of course as that um you know culture strength decreases you have that risk and you perhaps have more incidents that are happening at your organization as a result of that the other angle to this conversation actually has to do with another type of wrist and that is depicted on this slide and I'm going to pass it over to Dom for a moment I know yesterday Dom we were talking about the fact that you're a numbers guy so I'm going to pass it to you for for this slide yeah thank you Allison and for those of us that don't necessarily have a background in this particular area if you want to think about the significance and the magnitude or the impact of health and safety um you here's the three numbers that I think really drive that home and and unfortunately there's almost three million incidents recorded every single year and that's just in the United States and that's according to the Bureau of Labor Labor Statistics about one billion dollars is being paid out on a weekly basis for workers compensation and if you want to look at the total economic impact to employers to to our economy to to us as individuals and and employees ourselves well that's almost 200 billion dollars and and I think if we could just incrementally move the needle down some small percentages to get ahead of this through some of the capabilities that that Allison is describing that we'll be presenting today you're going to have impact not only into billions of dollars but more importantly you're going to reduce the the number of incidents and and injuries that are occurring to our employee Workforce back to you Allison yes thank you Dom so I think in summary across these first couple of slides the impact of health and safety is um you know it's pretty extreme as we can see via these numbers and then also via some of the conversation that we had around um employee well-being now we want to jump into an overview of our health and safety solution and like I said we're going to start this off with a couple of slides before we dive into the demo itself and first and foremost because it is often a frequently Asked question around packaging I'm going to start there so as we can see via this slide our health and safety package actually includes several applications so first you can see there are a grouping of applications that we label as safe workplace and there's a bit of a back story here that I want to take a moment to explain so these apps were first stood up in the peak of the covid-19 pandemic and we really realized that we needed as a company to provide a mechanism for our customers to keep their employees safe during the covid-19 pandemic and so I won't read through the list of applications that are there but a couple of examples would be contact tracing or health and safety testing or vaccination status or health screenings and so that was really the inspiration initially for that grouping of applications and as we know there are you know more than one pandemic that are in existence and the reality of today's times and there are also other contexts to health and safety and so one of our other more recent Investments is actually the primary topic for today's session and that is health and safety Incident Management so this is actually a brand new application and this is really going to be the primary focus of our webinar today um and I also want to point out a couple of other applications that exist in this package so you also see beneath health and safety Incident Management we have workplace case management and for anyone who's listening to today's session who is familiar with servicenow you may or may not be familiar with our um you know case management capabilities across the platform but in this context what this could mean is let's say there is an issue or an employee needs to get help as it relates to the workplace so maybe let's say there is a broken coffee machine a broken chair or maybe you're in a room and something's going on with the HVAC and you need to report that maybe you're too hot or cold that's kind of the Baseline of that and again that's not necessarily the focus of today's webinar but wanted to point out that this is included in the health and safety package and you also see that it includes virtual agent which is our chat bot here at servicenow performance analytics which we'll see come to life when we get to the demo we actually have a really nice dashboard that's using performance analytics to expose some of those key analytics and kpis as it relates to health and safety at your organization and then you'll also see that this package includes five custom tables now I want to talk about what the goal of health and safety is so first and foremost we are very focused on empowering all employees the ability to you know report incidents or observations as it relates to safety and they can do this either via our now mobile app which is really convenient because a lot of times when these incidents occur employees are not necessarily sitting at their desk or at a computer or they are also able after the fact able to do this at their desk or at a laptop or a desktop computer which is very convenient this is an omnichannel experience the other aspect that I want to point out is that we're very focused on how we can enable that investigation process so as I mentioned before there are a lot of stakeholders across the organization who care about this topic and specifically when we think about the investigations that need to take place a lot of parties could perhaps be involved and so we're very focused on streamlining that process and enabling that collaboration that needs to happen another focus of ours is mitigation so the ability for our customers to use an easy to use root cause analysis tool to really identify the why behind the incident happening and also the ability to assign corrective and preventive actions to again make sure that this does not happen again at the organization another focus of ours is around and forming so we really want to make sure that all safety materials are accessible to employees in all relevant parties across the organization so this could include safety statements investigation plans operating procedures and a lot more and then last on the right side of the slide but not least is the concept of reducing injuries and incidents so as we were talking about in the kickoff of today's session we really see the magnitude of the impact this has and so we really want to help our customers in all way possible reduce those injuries and incidents that happen in the workplace and we also want to provide them the ability to actually visualize improvements on a dashboard over time to see how these processes and protocols enable your organization to improve your outcomes over time and this is something that we'll Showcase in the demo as we get to that very soon now we want to talk about each of these items in a bit more detail with some screenshots before we officially kick it over to Dom to bring this to life in a live instance so one of the topics that I want to kind of recap from the previous slide is this concept of making safety accessible to all employees and self-service from a knowledge perspective an incident reporting perspective so we do this today via our employee Center portal and again that now mobile app that I mentioned and what this means for you if you're an employee is you have very easy access to safety information so you can search for that or you can also browse for that on employee Center you're also able to essentially instantly report those incidents or those near misses or positive safety interactions also via this same interface of either now mobile or employee-centered desktop experience and ultimately let's say you need to ask a safety question or maybe even just get General help from your safety team this is also something that you're unable to do as an employee so again this is all about making safety accessible to everyone across the Enterprise the other thing I want to hone into is this concept of that incident investigation process so we just talked through kind of that reporting process from that employee Persona the other aspect is for those health and safety professionals who are very focused on maintaining a safe and employee ready working environment so what this means is you really need that tool to help you collaborate across different teams to perform complex investigations a lot of times these health and safety investigations can be complex you need to collect all of your different findings or evidence you need to capture witness statements there may be multiple people involved in these incidents and ultimately it's very important again for you to identify what that root cause may be and then from that root cause you're able to actually create and assign corrective or preventive actions to really fix issues and prevent those future occurrences the other thing I want to point out about this concept of the investigation is you're also really able to streamline this and digitize this process so in talking with um you know broad customers out in the market sometimes this is a paper-based process or sometimes it's happening across multiple tools and so I want to highlight the power of consolidating this and digitizing this and just some of the robust capabilities that exist um in servicenow from a platform capability perspective so again if you're familiar with servicenow you may be familiar with the fact that you can do things like create assignment rules and make sure that your routing incidents or investigations to the applicable groups based on certain criteria or the ability to assign tasks or even the ability to use a checklist to make sure that the right steps are being followed as part of you know industry protocol and then the other thing I want to point out is this health and safety workspace homepage so really what this is doing is it's providing visibility into Key Safety metrics any outstanding tasks so you see a visual of this and we'll see this in a moment when we jump to the demo and I won't read through all of the kpis and things that are captured in this dashboard but as you can see a couple of examples would be days since last injury open incidents by location total recordables days away and this also gives you the visibility into your work so it shows for the logged in user any safety tasks that are assigned to them and it also shows any safety tasks that are assigned to groups and so this correlates back to what I was talking about previously when we were on the packaging topic around performance analytics and that ability to really visualize this in a dashboard now what I want to do I'm going to pass it to Dom and he is going to take us through a live solution demonstration to bring some of this to life so Dom over to you fantastic we'll go just to the next slide what Allison and I want to do is try to tee this up as much as possible so everybody understands the flow of what we're going to be talking about but it's fairly basic unfortunately Emily who uh maybe is trying to retrieve some office supplies trying to put an item away fell off a ladder injured herself that injury was witnessed by in this particular case of Emily supervisor Maria so Maria wants to of course go and make an incident report and once that answer it report is actually submitted well now somebody within the organization needs to pick up that incident report needs to understand the details capture more information maybe interview Witnesses and ultimately create in investigation as well as uh actionable uh preventative preventative injury uh procedures as well that that's the scenario we're going to go through so real quick what I'm going to do is I'm going to try to share my screen and let's see how good I do you're going to do how are you doing we see your mobile first time fantastic so why are we starting with mobile now before we get to that scenario that Allison and I just described remember some of the things that Allison was talking about things like unfortunately because it's it's there's no access or or there's not a an Enterprise application a lot of these things potentially go undocumented so there's a number of different ways we're going to help our customers actually Empower employees to to be able to report incidents or in this particular case let's say it's an observation so a little bit of a detour here if you happen to have deployed servicenow mobile well guess what the same mobile application that maybe I go into as an employee uh to do things like new hires or maybe as an employees I do to to contact it about an issue with my my laptop well it's going to be the exact same place that I might want to go into and in this particular case I want to report a safety observation so by clicking on that item what I have is for example I need to know what that category happens to be these are these are completely configurable by you based upon your business environment what happened I'm just going to say boxes in front of door and then finally what what is that observation type now again we're going to use this information in this particular case to make sure that we are routing this observation to the right people so they can remediate and what you'll also notice is the ability to put in a location add attachments and this I always get a little bit nervous when I do this uh take a picture of what that might happen to be to provide additional context and by submitting that well with just literally less than 30 seconds I've reported the fact that boxes are blocking an emergency exit and again based upon the characteristics and how you want to Route uh SLA so on and so forth bells and whistles could be going off in the background so that's an observation but let's get back to our primary scenario and remember in this particular case Maria witnessed an injury to one of her employees so as Allison said you also could leverage servicenow's employee Central portal like I said same place where you want to create your culture in your brand where you want to connect to your employees is going to be the exact same place where you're going to be able to go in in this particular case I want to browse health and safety because I also want to reinforce Allison something Allison said earlier on is a lot of the information and policies and procedures a lot of that is fragmented it's it's in various emails stuck on employees desktop Solutions maybe it's in sharepoints well again the good news is you're going to centralize and consolidate all of that information so it's the latest and greatest for anybody that needs to take action or if employees have questions we already were went through an observation in this particular case again I happen to be reporting a health and safety incident that took place the forms completely configurable by you the categories again instead of an observation well now there happens to be in an emergency well what was that injury was it a medical incident uh non-fatal accident all you will Define all of these what happened Emily Bell uh yeah fell off a ladder I'm a Finance and Accounting guy I'm going to stall things wrong all the time uh well yeah thank God who's that person date time and we already showed an example of location and then if I need to I could add an attachment maybe that attachment is it could be a picture it could be a video it could be a sign witness statement uh whatever the case may be submit that away and just as the observation well again this case is now being routed to the appropriate people within your Enterprise you need to take action on that so Emily was injured Maria reported it now we're going to take the perspective of the people that actually need to respond to that injury and as I said before in this particular case it happens to be Mike Scott in the upper right hand corner uh this is your health and safety team we have we work with some of our customers they actually have on-site uh emergency emergency medical technicians or EMTs now again referring back to some of the things that Allison was describing me what you see here are my kpis and metrics in and around Safety Management so she mentioned dark days away restricted or transferred we also have total incident rate or total recordable incident rate you don't have to be an expert on this why are we pointing these out well the benefit of what we deliver is these are the a lot of the out of box metrics and kpis that OSHA and the rest of the organization are going to want to track the point is in one centralized location either at a Global Perspective or for particular areas of your Enterprise you're able to track and monitor the progression or how safe you are making your workplace environment you basically want these numbers to go down we talked about days since last injury where are a number of incidents occurring is there a problem do we need to remediate do we need to shut down a part of our Enterprise and then again based upon this individual within the health and safety organization work could be automatically assigned to them or work can be assigned to a group and those could be the observations that I just created or it could be the safety incident that we just took a look at so what Mike is going to get is basically that incident report that Marie established right so we know what that number is who did it a few different things that I want to point out that are are pretty valuable or or uh powerful as it relates to incident and incident uh mitigation first of all like I made mention the assignment group assignment type the ability to establish the status of this particular incident well do we want to put Maria who happens to be uh Emily's manager do we want her to be able to get updates and and progress as we continue to to work with this particular industry hey you know what maybe I was just opening a box of paper I happened to slice my finger open but I put a bandage on it well I could still record that which is important for the Enterprise but it's closed in the field and then finally we have sensitive incidents and so what does this mean well unfortunately maybe somebody got really really hurt and the nature of that injury or maybe it happened to a particular executive within your organization well we have additional security layers where you can still record the incident but at the same time only very certain people with that clearance have the ability to see triage and pro and watch the progress another very important feature because again safety yes it's very important to protect our employees and as Allison said create that culture of safety but also there's you need to protect the risk element as it relates to litigation so what we have here is that entire activity Stream So capturing the documentation capturing the updates as you progress capturing the comments and the notes that happen throughout so that's the details that Mike is now going to start working on and that Mike's gal gonna go to his injury in illness report it's got some of that same information but now we're starting to enrich what happened and capture additional details so for example was treatment required was hospitalization required uh what type of injury did it require that person to be remember that Dart days away restricted or transferred well again Mike doesn't have to build that information himself or track it in a different system all of that is uh being captured automatically and systematically as Mike's just progressing through his work um then really important information well okay I put where that injury occurred when I initially recorded it but through Mike's additional research we want to get very specific so for example people are hurting themselves on Machinery if if uh if things like scaffolding is continuously failing we want to know where that is and then finally well where on that person did they receive or uh where did that injury occur so we call this an injury picker in this particular case the more important uh takeaway is it's not uncommon that a lot of our customers actually capture this on paper forms put it in a three-ring binder and unfortunately now it's disconnected from the injury and and the investigation itself so you actually have the ability to digitize that make sure it's automatically associated with the reports that you are putting together you could track things like severity so on and so forth front and back so you get very very detailed so this is the injury report also oh ultimately what does that lead to well your team needs to create an investigation and again this goes back to the OSHA elements in the reports that we will ultimately deliver out of the box to you we call this our investigation workbench and and why is this important again what we are doing is we are consolidating all the different information and details things like Witnesses things like people involved well again I'm not that information isn't floating through emails it's not stuck on somebody's desktop I'm not trying to track that in Excel it's all here Consolidated through the workbench the end result is because I have this Consolidated Viewpoint of injuries investigations Witnesses documentation video I get a much better or a much higher quality actionable or follow-up to reduce the number of those injuries uh sequence of events what exactly happen in what format what time we talked about the details down below we have people involved I could even capture people that are outside my Enterprise maybe did somebody had a slip and fall in the lobby and the FedEx delivery person happened to witness that I need to be able to contact that FedEx person at some point in the future just because they're not an employee doesn't mean we're not going to allow you to capture it we're going to provide that capability as well things like findings things like root cause analysis so in this particular case there's a number of methods or approaches to root cause analysis the one a very popular one is the five whys so basically re-asking the question why why why why ultimately allows you to get to a very very detailed prognosis of the problem that resulted in that injury this is just one methodology again the benefit is we are digitizing and templatizing it for you making it part of the incident and investigation in the future we're actually going to a build out or embed a number of different root cause analysis protocols that you could pick and choose from and even the ability for you to integrate to one that you might be using on your own and then finally health and safety actions so after Mike conducts a very thorough investigation goes through witness statements goes through root cause well what do we need to do as an Enterprise as an employer to make sure that these injuries do not happen again well these are the actions that we're going to allow you to create again the benefit here our actions can either be preventative or they could be corrected maybe there's training that needs to be involved maybe we need to make sure that in uh equipment is being inspected on a more routine basis well let's take the inspection well okay who whoops sorry about that who are we assigning that to very very important what are the due dates these can be repeatable in nature and and then again that activity or that proof of performance it's one thing to say this is what we need to do how do we make sure we're assigning it to the right people how do we ensure that we have the proper slas in place how are we reporting that this work is being done so I'm going to turn it back to Allison but basically in summary is a very comprehensive everything from the employee engagement mobile or portals that you have through investigations and root cause and the actions uh that we provide in one Consolidated application so I'm going to stop sharing Allison great thank you I always love a good demo and hopefully it was helpful for our audience to just see some of that uh come to life so now what I want to do I want to recap a little bit of what we just saw in the demo and what we talked about earlier in slide format and I want to talk about the basic architecture of health and safety Incident Management so as we just saw Vietnam's demo we have this concept of an incident and I think by now we're all familiar with the high level concept of what an incident means so this is really kind of that core record that holds some of the key information on the who the what kind of the where details the basics and likely a lot of times at your organization um there is an injury or an illness that needs to be Associated to an incident and so this is where as Dom was going through the demo we could see you can store kind of some of that core information around the employee details if Healthcare was received for example if they had to stay overnight in the hospital or if they um you know visited a specific doctor and key details about that injury itself and that's where we saw even that visual injury picker that Dom showcased oftentimes there's also that investigation record which is correlated both back to that incident as well and so this is usually um you know created as a result of an incident or this can also be created as a result of an observation and if you remember in the beginning of Dom's demo he showed what that would look like from an observation perspective so a good example of that would be let's say there's a near-miss where an incident didn't fully occur but there's something that needs to be reported and investigated within that core kind of record of the investigation this is where you can store that sequence of events so when Dom was in that workbench he kind of showcased that and really what that is I almost like to think of that as like your timeline right so you're able to capture all of those sequence events that happens leading up to that investigation um an incident that's happening this is also where you're able to store people involved um so there could be multiple witnesses there could be other people that are stakeholders in this incident that need to be tracked and are involved in the overall investigation process there's also that concept of the root cause so I know Dom walked through kind of what that looks like and the 5y framework um the other thing I want to point out so you see that dotted line from root cause analysis to health and safety actions so this is important to highlight um as you're kind of going through that 5y process evaluating what that root cause is of the incident that's where you're able to create those health and safety action records and as Dom was kind of walking through this is really to make sure that you are assigning the correct corrective or preventative actions to really try to mitigate this from happening again at your organization so just some other examples of what this may be this could be assigning and e-learning this could be correcting something in the workplace maybe you're adding additional signage um and then ultimately you're also able to capture your findings within that investigation record um so findings can take a lot of different formats and the way I like to think of this is almost as forms of evidence so hopefully this recap in terms of the basic architecture and all the record types that exist and how they're related is helpful to see kind of in this visual format now what I want to do I want to walk through our top five features and as I was talking about earlier in our agenda it was really hard for us to decide what the top five features are we have tons of really great features there's a lot to talk about here but for the purposes of time we picked five and the way that we influenced this was based on customer conversations so a lot of the features that we're talking about are highly requested by customers specifically and they're often brought up in conversations so we wanted to kind of resurface them so the first thing that I want to really highlight is that investigation workbench and I want to talk about why this is so valuable to you so what this does and Dom showed us this in the demo is it really keeps all of those artifacts and activities on one interface so this is really important for those health and safety professionals who are conducting that incident because it's making sure that everything that they need is just in this easy to access spot so whether it is your sequence of events as we can see here again Dom walked through that I like to kind of think of this again like I mentioned as your timeline and you're able to kind of go back and frequently update that and it's almost like a sticky note where you're able to just go back into the sequence of events and quickly edit that and add details as you find them um then beneath that you have your findings and of course as we talked about these can take different formats so it could be an image a video a document and as you can see there are various Fields Associated that so you can add a short description um it tracks you know who created that Etc so all of that key information around your findings your people involved Don mentioned the fact that you know multiple people can be involved there could be Witnesses and in a moment I'm going to talk through a specific feature that I want to highlight in the context of people involved and then if we look over to the right of the investigation workbench again that's where we can see the root cause analysis as well as any open actions either corrective or preventive so again just this really great kind of workbench concept for those health and safety professionals to have everything they need in one unified interface the next thing I want to hone in on is this concept of people involved and Dom did an awesome job of describing this in the demo he was kind of going through that scenario and said you know in certain circumstances there could be people who are not employees and they're not in service now but they still need to be tracked as someone who is involved in the incident and the example he gave was it could be a FedEx driver right so the nice thing is we have this external checkbox so when you click that plus icon and you're creating a new person that's involved if you check this you're going to see some additional fields that appear so you can do things like store their name the type of witness that they are their preferred contact method whether it's phone or email as well as their direct phone number and email that way as part of your investigation end to end you can easily contact them the other thing that I'd like to point out that's nice about this is when you're viewing kind of that bird's eye overview on your investigation workbench when you do have people involved who are external they have a suffix that you'll see as part of that kind of Investigation workbench view so very common question again the answer is yes if you have someone who is involved in an incident that's not at your organization or in service now this is your tool to kind of still capture that person the next thing I want to really highlight is this concept of sensitivity so by Nature whenever we talk to customers or get on this topic the question of privacy and sensitivity comes up and by default we saw this in the demo but we have this checkbox that you can select to indicate if the incident you're working on is considered sensitive and one of the nice things that Shayna has built out of the box is if an incident is actually categorized as harassment or bullying that checkbox is going to be selected for you automatically but let's say at your organization you have other categories where this needs to be considered that's also something that could be configured for example so this is really just adding that additional lover of sensitivity and privacy for these um you know incidents that could be considered sensitive and shouldn't be visible by all of the health and safety agents at your organization the other thing that I love to highlight is this injury picker so that's what's highlighted over on the right um this is a personal favorite of mine I still remember in the earlier days when Shayna was giving kind of pre-release demos and I was just so enraptured by this injury picker and how visual it is so I know Dom demoed this but again I want to emphasize that this is also color coded so you can add multiple injuries you can select the severity and based on that severity as we can see in the screenshot it's either red or yellow to really just make that a really easy process for those health and safety professionals to easily not only document this but go back and Visually see in this picker where the injury occurred the other thing I want to highlight and Dom highlighted this in the demo too is this checkbox that we have around closed in the field so let's say there's something very minor I think the example Dom gave was someone was working um with a box and they you know very very minorly cut their finger they maybe just put a Band-Aid on it and there's no real investigation that's required but this still needs to be reported or maybe there is a really minor spill that still was immediately cleaned up and again there's no need for an investigation this just streamlines that process so you're still capturing that that incident has occurred but you're checking the box to indicate that again note full investigation is required so those are the top five features like I mentioned a very hard pick for us to to pick what those were and I would encourage you to dig deeper into the product and I would assume that each person would kind of have their own top five as they continue to to learn more about health and safety Incident Management but next what I want to do I want to go to implementation tips so I know earlier I gave some context on this section this really caters to you if you are a customer who's going to be implementing health and safety or even if you are a partner who's going to be walking customers through this process of design and configuration and where we want to start is by talking about location data so by Nature incidents will be kind of related to workplace locations so I saw um in the demo earlier when Don was walking us through that reporting process we're able to actually select a location and Associate that to wherever the incident occurred and the thing I want to point out about this is that we are referencing the workplace location table and hierarchy that exists in workplace Service delivery so we have kind of the technical table name for for you there and we also have some links available in case you're not already familiar with this concept of our workplace location hierarchy and how that works or how to actually import this into servicenow we have some resources indicated here for you another thing I want to point out from a configuration perspective is this concept of the ability to kind of configure your choice lists so specifically you have the ability to um as an organization decide what makes sense for you for your incident categories we have some available out of the box but maybe that varies at your organization and you'd like to hide some or add some the same thing goes with your observation categories and types as well as your injury and illness types so the ability to configure those Choice lists is definitely available and wanted to just highlight that the other thing I want to highlight from a configuration perspective is the ability to Define which groups require access to which types of Records so this goes back to that kind of basic architecture slide that we had and really assigning the appropriate roles to the right stakeholders at your organization another thing to consider as a part of your implementation and configuration is this concept of assignment rules so really defining the specific rules or conditions for how you would like to assign your observations your incidents your actions and your investigation using rules that you have at your organization next notifications so you also have the flexibility of course and this is more of a platform Feature A lot of these are of defining when you would like to trigger notifications and to who they should be sent to and what those notifications can contain so you can see here on the slide we've outlined when notifications can be sent so when a record is created when the state changes when it's assigned to a new group or agent or let's say a new comment or work note is added by someone who is conducting the investigation or capturing something as part of that record um that's also a trigger point for a notification another configuration tip we have is related to record producers and catalog items so as part of your implementation we highly recommend reviewing the out-of-the-box incident and catalog items that are delivered and activating or deactivating them and granting access to the applicable employees the thing I'd like to point out too is that when we went through the demo earlier we kind of saw one simple record producer for reporting an incident this is up to you and your organization but I know Shayna and the team have also built a lot of out of the box record producers that are purpose built for those different categories that exist so you and your organizational process and team can decide what makes sense most for your employee experience and what catalog items you would like to use specifically when we think about the workspace there are a couple of configuration things to point out about that as well so first and foremost and I think Shane is going to talk about this in a bit more detail in a moment but there is a property that you need to configure to set the employee's hours worked and this goes into some of those metrics that we see in that workspace so it's important to add that for that calculation to happen and there's also a scheduled a job that exists to generate those frequency rates that you can also configure another configuration tip is around slas or service level agreements so if you desire you can define specific slas for each of those record types so let's say maybe you would like for an SLA to start um kind of after the initial report has happened from the employee and you'd like to see an SLA of a 24-hour response period for example and then last but certainly not least around now mobile so if you decide at your organization that you would like to enable now mobile and that concept of mobile reporting for your employees there are some configuration steps in terms of activating that launcher in the now mobile app specifically so that was my quick list of configuration tips and now I'm going to welcome Shayna in and I'm going to have him walk through some troubleshooting tips as well hey thank you Allison so uh these are just some uh some quick troubleshooting tips uh for some some things that you may run into in the application so when you initially set up your instance with health and safety uh there may be a case that you don't see any numbers on your dashboard on your dashboard and so when you're on the landing page and you see this and this is because we have a daily PA job that runs and that feeds that data so if you check our documentation you'll see the instructions on how to run the PA job manually but after the first day of running the instance um you'll notice that this gets updated automatically every day and for the next one is you may see incorrect numbers on that landing page also if you have not entered your average hours worked for all of your employees that goes into the health and safety application properties page and we have some default numbers that will be populated there but your health and safety admin role that we provide they'll have access to this page to make sure that you put in the accurate numbers to make sure that your dashboard reporting kpis are all correct if you can't see certain incidents so this this one is um kind of revolves a bit around the is sensitive flag if you can't see any uh certain incidents or observations in the application that you're expecting to see check and make sure that the issensitive flag and is or isn't applied and if it is applied and just remember that those records can only be seen by users that have the health and safety sensitive content role applied to their user so next uh we'll move on to any questions so if anybody has any any questions uh feel free to put them into the question and answer section and there was one there uh which was around the license that's required for this so I've answered there you can see that you'll need to have the health and safety SKU license or a workplace Service delivery SKU license so here's some frequently asked questions and we get a lot of these questions from from our customer discussions and the first one here is about the landing page so that that dashboard we see in the landing page it can be customized but uh kind of in a limited manner so it would require adjustments to those PA indicators that I mentioned uh you can go in and you could change the formulas behind those or if you want to use UI Builder you can modify that page however we recommend building your own custom dashboard using the dashboard Builder where you can you can build reports you can build graphs and things like that and you can add them as required and tie them to the tables that backs the health and safety application the next one is around rolls so we do provide out-of-the-box roles uh with health and safety however we would encourage you to create roles that have those ACLS that really meet your very specific needs so the the ones that are out of the box may meet your needs but we would encourage you to make sure that you create roles that very specifically meet your needs because we know that every company has very different health and safety needs and a different departmental structures and things like that for who should and shouldn't be able to access certain items so the next one is around action assignees and notifications so out of the box uh action the corrective actions and preventative actions that Dom demoed they are notified via email if they're assigned to somebody so that person will be updated uh however we'd encourage you to create some business rules and notifications for your company that are more specific to your needs similarly to the to the roles uh one thing that you need to take into account is you need to have your SMTP server details all set up on the instance for those emails to be sent and the next one is around mobile so as you saw with Dom's awesome demo that we can provide now mobile functionality for this so you can submit incidents and observations and access knowledge base articles the employee Center is also a mobile responsive site so you can navigate to that from your browser of choice on your mobile phone and you'll see that it fits very nicely on the mobile screen whether you're on Android or iOS and you can also in order to do this on the now mobile app however you need to make sure that you configure your instance for use with the now mobile app and the instructions for this are in our documentation and lastly you may be asking um how do I generate my OSHA 300 log so this is something we did not cover today as it's not currently included in our current release but this is coming in our next release so we'll be bringing out a new plugin that covers uh the OSHA compliance side of things so you'll be able to generate your OSHA 300 300a and your 301 reports so that is coming in February so that is it for uh the frequently asked questions and uh very happy to answer any more questions if anybody has them please feel free to put them into the question answer section awesome Shayna we'll hang on for a couple more seconds to see if any questions come in from the audience um but I'll tag on to kind of your last frequently Asked question around the OSHA 300 logging I just want to point out that I am so excited for that February release that we have that's just around the corner it's crazy that it's almost year-end and February where we'll be here really soon I know that's something that comes up quite a bit with our customers so I'm glad that we pointed it out here on today's session and I'm just checking our chat and our q a it looks like we haven't gotten anything new in so I think what we can do is go ahead and end and give people back a couple of minutes thank you everyone for joining today's session and like we mentioned please watch for the recording if you want to replay anything from today and also please provide us feedback in that survey that you'll receive thank you everyone