all right welcome everyone to the virtual Asian Academy let's go ahead and discover some announcements first so as always um please visit our virtual agent and nou Academy or I'm sorry Community as well as our new agent chat routing and sidebar Community there you'll find plenty of resources about um in this case agent chat AWA and uh sidebar feel free to go there to ask questions get answers uh so on and so forth if you're watching this via YouTube and you like what you're seeing go ahead and click that like button click that subscribe button so that you're up to date on all our Academy recordings whenever they're posted so all our academies are recorded um so more news so we can have a new name next year new name but same awesome Academy So currently we're called the virtual Asian Academy but as you may have noticed for those long-time listeners we have been expanding more to cover agent chat advanced work assignment and sidebar which we're going to cover today by the way and so we realize our academies is no longer just going to be about virtual agent although we will have some of that too right but we are going to rename our Academy to now conversational interfaces Academy that's going to be starting uh in January of 2023 and like I said we're gonna do you know maybe you know 50 Asian chat AWA sidebar and then 50 VA nlu and for you listeners our loyal listeners there are no scheduling or registration changes as always tell your colleagues spread the word invite your uh you know friends and family to our Academy but uh where do we just be changing the name just to recognize that we are covering gonna be covering more things than just uh conversational interfaces academy uh the the Community page that where I post all our recordings that won't change we're just going to change the title uh but definitely keep visiting that page in our community uh to not only see a recordings but also the following week's topics so I hope you guys are doing that so yep that's the that's the real little rename there just you know sneak peek So today we're going to talk about how to enable real-time collaboration with sidebar so some of you may have heard about sidebar and what it does and um you know sort of uh the Next Generation peer of servicenows peer-to-peer or agent to agent collaboration tool they're with me to talk more about that is a fellow outbound product manager for comfortable interfaces Sam youth are ready Sam take it away thank you Victor hello everyone thank you for joining today's session so here is our goal for today's Academy so I'll be talking about sidebar overview and I'll provide the list of features that we have released uh in Tokyo and what are the workspaces that we will be supporting for sidebar in Tokyo Then followed by an exercise and Q a so and I'm giving more time for the Q a because I know most of you might have many questions what sidebar and how it works with connect connect chat so we you can feel free to ask all those questions uh during the Q a let's say if you have any questions while I'm going through the slides please do post your questions in the Q a section for the June okay with that said let's start so what is sidebar so sidebar uh is a new product which is released in Tokyo August 2022 so sidebar helps any agent internally to connect with other agents and subject matter expertise to get an help faster for resolving the customer issues so this product will improve the customer resolutions uh faster and helps the agents efficiency and also it reduce the compliances issue since there is a help available for the agents with this tool next slide please how it looks so we have added a new panel thought sidebar now if you see this screenshot on the right side there's a dark blue color so that's the that's how the sidebar menu will look so you'll see all the discussions uh within that uh all section and then you have unread and favorites so anything that is new that entered into your menu and you just want to look at the new ones just click on the Android and see the Android ones and if you have favorited any discussion that you want to refer in future once you click on the star icon of the discussion that gets into the favorite section you can pin this menu to stay static on your instance if you don't want it so just unpin it and uh on the very top menu you'll see there is a two chat icons so that's the icon that we are using for the sidebar so I'll show much uh more details in the demo demo time also observe another thing there is multiple windows docked at the bottom of this instance so all those windows are the sidebar discussion so agent can work uh in multiple discussions helping others or asking questions all those windows will be docked onto the screen and it's a configurable you can configure how many windows you want to see and rest how many you want to put it onto the vertical menu uh to see the other list of discussions and sidebar is available only in next experience so these are the available features that we have released in Tokyo so to start with as it's a new product so we started with the task record a record-based conversation so uh what it means is any of your incident cases problems any record type will have a sidebar activated once you have activated sidebar plugin so you'll see a discus button on top of the menu like in the screenshot if you see on the top menu the blue ones the second one is The discus button so that is for the sidebar discussions to start with so I have explained about the utility menu and how the docked Windows looks onto the instance so with that we also have um uh have the feature for activity Stream So any message within the discussion you feel important and you want that to be added into the activity streaming you can right click on this message and add it to the activity streaming you can post and you can delete those messages as well we also provided configurable quick actions as out of the box we have provided search KB article in Tokyo you also have an opportunity to create your own configure custom quick actions like how you have done for agent chat search through discussions there is an AI technology behind it so within the sidebar menu if you um if you want to search through the discussions with the keyword you can do it you can drag and drop the files within the discussions to share with other participants you can also use emojis to make your conversation Lively or without participants so the plugin for the sidebar is Omni experience standard feature set so you'll be looking for that plugin to activate in your instance if you don't find it go to our store store apps you can also look for Omni experience standard features set there to get it installed in your instance now for Tokyo we have provided the below list of workspaces As in out of the box so what it means is sidebar will be activated if you activated your configurable workspace CSM configurable workspace esmenager workspace HR agent workspace itsm manager workspace vendor management workspace so when you activate your workspace and when you activate your sidebar plugin you will see the discuss button for all those record types and the agent workspace in those workspace let's say I do get a common question from some of our customers that it is it is not available in sow yet but we do have a plan to release in our future so please do check with your account Executives if we have supported any other workspaces that you are looking for it let's say you don't want to wait and you still you want to go ahead and get your sidebar available for non-supported workspaces we do have any manual steps option available in our documentation go through those steps and you can add sidebar button manually in your system to make it available in other workspaces let's go to the next slide with that said I want to do a quick demo before we uh get start the exercise Sam uh two quick questions if we may um Andrea asks when will it be available for the service operations workspace do we have any details on on that we are planning for Vancouver plus but please do check with your account Executives and look at our documentations as well okay um Debbie asks is sidebar chat more of a level one collaboration Forum it has not covered the Smee availability or capacity before asking for help or provide an option to transfer to the Smee um go ahead yeah so this is more like in a discussion uh window so nothing to be transferred to the SME uh when I show the demo you'll understand how these participants will come together within the sidebar discussions to help each other so this is for now this is more as a uh level one collaboration any agent or any subject matter experts who has the sidebar access provided by that admin they all can be added into those conversations to uh to have the requester cool and then two more questions then we'll go into the exercise so one of the two so sidebar is not available in agent workspace sidebar does available in agent workspace so but you do have to check uh which workspace you're using let's say you are using CSM workspace CSM workspace also has agent workspace inside it and once you activate it you will see the discus button available in your agent workspace today's demo is more focused on agent CSM agent workspace use case you will get more clarity when you look at the demo awesome thanks and then last question then we'll go to the exercise Toby asks did you say that it is coming for sow or service operations workspace I could probably answer that based on what you said Sam which is basically you know it safe harbor it is on the road map for Vancouver but uh but not yet basically okay for those who have questions during the exercise just feel free to uh post them in the Q a and we will answer them at the end all right let's get into the demo for today's demo I'm using in use case where an agent called bet Angeline who is available in agent workspace front of how an end user who has a server down issue but Angela is not much knowledgeable about that particular issue so during that conversation with the end user she will try to get the Hulk from other agents or subject matter expertise to solve the issue faster for that she'll be using sniper so with that said I logged into uh Beth angelen instance and with Angeline made herself available here to accept the interactions now on the other side let's get into the instance of Abel who is our end user now Abel clicks on agent chat and he'll start a new conversation and select the suitable ones to get the help from the live agent so now he clicked on the live agent's support if you see in but instance there is an a conversation came into her inbox she clicks on accent to start her conversation with people now on Abel's side he got the message from Beth and he's going to send his issue to her so here's a server down issue and at least happened again and he wants to know by when this issue will be resolved now on bedside she is aware that there is some server down issues going on but she's not aware when was the last time it happened and she would like to know uh the status of it so for that she knows that there is an agent who works in a different team as much information about it so she'll try to start a sidebar uh discussion so to open a sidebar discussion click on discuss button and provide the subject and if You observe here some of the participants are Auto populated uh into the participants window here that can remove any of the participants that she is not interested and she can also go ahead and add a new uh participant if she's interested or believes that they have much information about it and she clicks on start discus discussion it opens a new window and if You observe here within this window her interaction has added as a record so that every participant who is in this discussion can look into the conversation that Beth is having with enable now here in her chat she can sign some emojis when she can also click on attachments and attach some of the screenshots if she believes that it it has some useful information that she can share with other participants now on this side if you if you look at this options here on this discourse button if she wants to make this discussion as her favorite she can click on start and by clicking on the information she can also see who all the participant that she has added if any participant wants to leave from business question they can click on leave discussion and move out and if anybody wants to add any new person they can go ahead and click on ADD participant new participant now she can also minimize um and expand their discussions and if by clicking on this cross symbol like she'll be closing the discussion which gets closed on her window now let's move on to the other participants instance what's going on so let's say she's getting the help from Fred so now I logged in as Fred now on Fred's side on the very top right corner of his instance he'll see it uh two chat icons uh which is the icon for sidebar it clicks on the sidebar and if You observe he got one Neo uh discussion into his sidebar discussion menu so now he clicks on uh he look at like what are the available discussions that's in his window now if he wants to look what are the unread discussions he can simply click on Android and see all the ones which he has not opened that now if he had made any discussion as his favorite by clicking on a star he will see all those discussions um in his favorites uh section so this applicable thing so all the features that's available for the sidebar menu it's applicable for all the participants who have access to sidebar now let's get into this uh discussion with Beth has sent to him so he clicks on server down again issue and a new window opens in his instance now he can look at the information here now for him to get some information he clicks on open record and if you see here Fred is able to see what communication's been going on between both Angela and Abel tutor now with this information what Fred can do is he can also share um pass the emojis to make the interaction Library we can also attach files and at the same time she can also look for the KB articles as an out of the box for Tokyo we have provided slash search KB as a quick action so select your baby and provide your keyword to find some of the suitable available KB articles here let's say uh any suitable one he can select the KV article and send it over in the description window now all the participants who are in the discussion so they can they can see this KB article there now if You observe on this instance there are multiple other discussion Windows has been um docked at the bottom of this of this screen so it means that red is also helping other agents who need some help and simultaneously he is participating uh in other discussions as well you can configure how many windows that you want your uh see on your screen I wanted uh like six windows and then whatever is more than six Windows it will all get into the vertical power of this uh dot window menu one so you can scroll up and down to go to the previous uh discussions to find more details now let's see on website how the KB article looks like now going back to with instance now if you look here she she got the KB article Record She clicks on that KV article and finds some of the helpful or useful informations So based on this information uh she can help the end user very faster and sidebar does help the agents to connect with other agents and subject matter experts to get all the help in Tokyo we have also uh have the feature where any agent can directly go to specific records it can be incident case problems any of the uh record task types will also be having the capability of cyber let's say I'm going to this instance one like click on this instance so in this incident if you see discuss button so click on the discuss button and you can make the conversation let's say if any agent is already participating in any conversation and they want to come back and look into uh the particular issue they can also come back and click on the activities happy let's say if there is already a discussion open discussion is there you cannot open a new discussion because per record uh cyber discussion opens only one record one window sorry now in this case so I opened this incidents now let's say if I try to start a new conversation it will not open a new conversation instead it will open an existing window here and then I can go uh through this conversation and understand the information as well now if you also observe here every record uh you'll you'll see an activity It's actually an in which a particular discussion is being tagged into it so you can you can also click on open discussion to see what was the discussion that's been happening here let's say if you felt any message is uh helpful and you you want to doctor it all night let's look at the admin settings so to activate sidebar go to plugins look for Omnia experience standard features set this is a plugin name for sidebar if it is not installed in your system you'll see an install here so click on install to get it installed let's say if you did not find this plugin you can also go to store app and search for OMI experience feature site click on it go through the information and get it it will get installed in your instance so once it's installed go to all and go to conversational interfaces click on settings when a sidebar plugin is activated in your instance you will see sidebar in your menu so now click on sidebar to make any modifications you have to choose the only experience Time bar my scope you look for on the experience make the changes so once that's been selected let's do Refresh on the screen so if you don't want sidebar to be activated in your instance just make it be activated for a demo we need it activated so making it back to active there's a features um that's available like emojis activate this emojis so that your agents can use the emojis in their discussions now for the participants as the out of the box we have provided whichever is your auto settings for your assign assignment record for your AWA that will be automatically taken here the assignment group and whoever the list of members in that assignment group will be added as it pre-sells if you want to change this one you can go ahead and make your customizations as per your business all right thank you Sam uh we'll now do q a so uh we got a lot of good questions so first one up oh let me just uh share our q a slide can't let that go to waste first question from Lauren how is sidebar different than teams or other chat tools you have that may be integrated with servicenow yeah so uh sidebar it's available right onto your records or uh right into your agent workspace so your agent doesn't need to go to teams or any other third party chat area to make a conversation so in next release uh we also we are also planning to integrate sidebar with theme so anybody uh like the other participants who are in Queens we can the agent can add them in the sidebar so that who are the participant in teams they can also look at the information and try to respond from there okay awesome uh Denny's had two questions first question uh what is the difference between the public chat and private chat okay so this is not part of sidebar but I'll still answer this question so public chat and private chat these are available in agent chat so you might have seen in the agent chat where Beth was interacting with the agent so uh that feature is specially for in when agent is trying to interact with her co-workers like with managers within the agent chat if they make it as a private uh chat the conversation that happens between agent and the um and her let's say her manager so that information becomes private so the end user will not see uh what the chatting happening between agent and manager if they made it as a public end user can also see what was going on between the agent and the manager so that is the purpose for public and private chat awesome his second question was is the conversation inside bar using the same interaction record as initial active chat or a separate one is a way to the interaction with so it's not a different one it's the same interaction record cool um Josh asks is a discussion auditable for legal purposes oh that's an interesting question uh um yes right go ahead sorry yeah okay yeah so what are the discussion that happens it does stay within the sidebar conversational table so yes your auditing team can look into those uh conversations look at the transcripts and use it for the legal purpose cool uh Anonymous asks can this be a non-task-based if agents want to communicate about issues in general uh the main idea for sidebar is helping the task records on the agent chats uh so we have not thought about the non-task based but I'll check uh I mean I have to do a little testing on my instance if that works I've never thought in that direction but that's a good idea too yeah I think I think by default for Tokyo you all all side work conversations have to be related to a task you just you just can't like start one up randomly though they are they are all task based uh so far uh Debbie asks is it only agent workspace users that you can chat with yes any agent chat uh agent to chat to use the agent chat it works only in the agent uh workspace without agent workspace your agents will not able to interact with end users got it um kananvelon asks is England in the group chat all along like she yeah she is right yes she's in the group chat but again the group chat uh for agent chat is different and the group that you uh planning to have it for your sidebar can be different so it depends what are the assignment rules that you will be defining cool uh Valerie asks do the discussions show in the incident history list I see them in the activity stream but our team like to see everything in the list as of now for Tokyo we don't have it uh so we are only providing the feature for the activity streams but going forward uh we may come up with some options cool and then last question unless there's more if there's more please type them up um Anonymous ask which participants will be automatically added to the discussed UI actions recipient list by default I think you covered that but go ahead and answer that sure so if you want the recipients to come as a default into your sidebar discussion so you you have to have a configuration which I have showed at the end of the demo so that you need to Assa create an assignment group and have your list of participants into that assignment groups and make it as a default setting cool um that is all the questions we've have uh so thank you everyone for those questions as a reminder here we'd love to get your feedback on community not the academy that's that's got its own surveyed after this but on community so if you'd like to give us some feedback please check this out here um I think this is the only oh we have more resources we have more academies of course for different topics uh our last Academy of the year will be in two weeks in December on nlu tuning so uh stay tuned for that and we will see you in two weeks I hope uh those on on the in the Americas had a good Thanksgiving and we will see you next time thank you everyone thank you all