all right well welcome everyone to today's process optimization Academy session unfortunately or fortunately this is going to be our last session for 2022. we'll resume them in 2023 but just like a real Academy we're going to take a nice little break for the holidays but this is our 10th Academy so for those of you that this is maybe your first time there's plenty of content out there for you to to watch over the over the holidays if you're interested in learning more about po as you you drink your eggnog and wait for Santa to come so today's session I think will likely be a bit shorter but it's definitely an important one so when we're thinking and working towards creating a culture of accountability action and continual Improvement our our process mining efforts need to move from these one-off science projects to just part of our routine within our organizations and today we'll look at the scheduling sharing and collaboration capabilities that help make that a reality now of course we have to get the academy Logistics out of the way for our newcomers and those that have stumbled Upon Our recordings for the first time so the purpose of these sessions are to help us all get better educated on servicenows in platform process mining capabilities the brand name we give that solution is process optimization we'll provide how to's practical guidance and use cases product updates and just in general as a group we'll share ideas and collaborate so we'll all continue to get better how these sessions typically work we have a scheduled topic like I said today we'll we'll be talking about scheduling sharing collaborating I think that content will take about 20 minutes today then we'll open it up for questions on that those topics and then open it up for questions above and beyond today's topic sort of like an office hours um these sessions are recorded and eventually posted to the community um so if you you know you don't want to be uh heard out loud on a recording in a community by hundreds if not thousands of people maybe just put your questions in the chat um and then actually that leads me to the next Point finally feel free to post your questions in the Q a section or the chat and we do our best to answer those throughout the sessions and when we don't we follow up and post answers on the process optimization product Hub on the community site um or like this one we use it as a topic for a future session now this is the slide as you know that says anything we say and do here today can't be held against us in the court of law it's also the slide that says hey as part of these conversations we very often talk about things that might be coming from a product perspective with process optimization and you should take those as forward-looking statements um and make no decisions based on them because they're always subject to change and I'm assuming you've read the fine print um for those that are new here just a brief introduction my name is Dan Grady I've been with servicenow for about six years now I'm part of the outbound product management team for process optimization prior to taking this role I've had roles with other what we call now intelligence Solutions like performance analytics predictive intelligence the virtual agent anything that has to do with data analytics and the smarts on the platform I've kind of been involved with in some way shape or form what we'll be doing today is of course we'll get a little bit of quick process mining one 101 out of the way for the newcomers then we'll talk about just how do we make process mining a little bit more than just a science project uh inside of our organizations for many of us I've heard that it's like this thing that we're doing in a one-off way in a back corner somewhere we want to talk about hey what does it look like as we start to scale and mature when it comes to process mining then we'll talk about those scheduling sharing and collaboration capabilities that help enable that that scaling effort as we start talking about getting more people involved I thought it would be important just to touch a little bit on the roles that are available with process optimization to help govern a little bit well then demo um kind of the ability to schedule compare versions add notes share a project schedule a project show you some of that stuff in action we'll get to your questions we'll talk about how to get started after this session if you've not already gotten started with process optimization and then we'll get to the available resources all right as always the quick process mining 101 so with everything we do there's a designed and desired path in our minds for for how it should work and how things should play out you know whether that's planning an event like these Academy sessions or maybe a family gathering around the Christmas times or participating in the world cup or setting up a workflow and when you design things you design for efficiency as well as completeness to provide the best experience possible for everyone unfortunately what we design isn't always what ends up happening in reality and the reality is that not all work flowing through the process is going to take the optimal path and that's going to have a negative impact on the experience that both employees requesting service have as well as the people that are trying to provide that serves the ones that are working the process now historically identifying what is actually happening within our workflows and then improving them isn't always easy what in platform process mining or process optimization allows us to do is use the audit log data that is generated as records move through a given workflow on the servicenow platform to create a visual representation of what is actually happening within a given process and this new level of visibility helps us accelerate our abilities to to identify inefficiencies non-conformant process activities and Improvement opportunities in general process mining gives us the ability to answer process questions that in the past have been really challenging for many of us to answer so whereas traditional analytics will help us answer a lot of the what questions about our processes and workflows process mining helps us answers the whys so things like where is the process stuck where is rework happening where are tickets ping-ponging between groups and where aren't we conforming to the process we've designed my favorite one you guys know this if you've been here before is there's so many customers that have asked for over the years that this one question and I've given the name I like to call it the finger-pointing report there everyone seems to be looking for who's holding on to the tickets the longest I need to know well that is now something that we can answer with the process optimization right so all of these things are now going these answers are going to be now a couple of clicks away uh with process optimization and we like to say that process optimization is going to give you the why behind all of your kpis whether it be a straightforward process like this or maybe a little bit more involved involved the workflow like a maybe an HR lifecycle event or a request process that goes request requested item and tasks with the MDM capabilities that we have all right enough of the 101 let's move to today's topic so for those that have attended in the past you know we sometimes start with the Maya Angelou quote do the best you can until you know better than what you know better do better now I came across this other quote from Winston Churchill I've been watching the crown also so this might have helped me find this one and I thought it align nicely to the topic today to improve is to change to be perfect is to change often it's a really interesting quote and I thought it aligned to how we should be thinking about process mining when we first start on our process mining Journey it's usually a one-off exercise focused on a single process maybe incident change HR case customer service case and admittedly it's a it's a little bit of a science project the first time we go out and we do this the good news is if you're doing a science project with process optimization we're going to help you get to the insights in a matter of minutes rather than spending weeks on data extraction and preparation before you even can be begin to look at a visualized process map so on the platform you quickly generate your process map you spend some time to analyze the map and come up with some insights then typically there's a readout and everyone agrees that there is some significant opportunity identified and we should act and make some improvements now from what I've seen so far some time passes I made that line a little bit longer between the insights and the action um but to be fair my lens is kind of skewed because of the speed at which we get to the insights from a servicenow perspective and this is where most organizations are today when it comes to their their process mining efforts but where we should all be striving towards and driving towards is a world where process mining becomes less of a science project and just part of our continual Improvement routine make it part of the culture that we review these visualized process maps that show us the reality of what's going on in our workflows on a regular basis not something we do once then throw away if I think about my kids science projects they they spend a ton of time on them actually and my wife tends to help them a lot more than I do and then as soon as they bring them home from school they either get put in the basement or tossed in the trash process mining should not be like this especially if we can automate the process of providing the insights on a regular basis and put it in the flow of the stakeholders day-to-day lives and in doing so provide them the opportunity to change more often and get closer to Mr Churchill's definition of perfect now if we allow ourselves to dream for just a minute I know many of us are not here but while many of us are focusing on that initial effort like a single workflow you've probably already recognized the value of process Mining and what it can bring to your organization now think of that value multiplied by all of the individual workflows within your organization or even just the ones that are running on the servicenow platform think of a world in which you have a high level CEO dashboard and functional dashboards for each of the different areas workspaces for workflow stakeholders and then visualize process maps for each of the supporting workflows and from any level in the organization you could get to the reality it was what is going on and have a conversation about how to improve Based on data based on fact I know that seems Seems like a vision but you know as our CEO Bill McDermott likes to say we have to we have to dream big and this is a dream that we're making a reality here at servicenow and since we're running a good portion of our workflows on the service no platform just like many of you are it's something that we believe you can make a reality as well I think I've shared this this screen before but um from our CEO and CIO level dashboards anyone can navigate to an individual workflow and see the speed and productivity kpis for that workflow but they can also drill down to the visualized process map or any continual Improvement initiatives that have been opened against that workflow I'm going to back to the point of putting things on the floor putting these things in the flow of people's day-to-day helps create the culture of continual Improvement and accountability here at servicenow and I think many of your organizations are probably striving for that as well all right now there are some process optimization capabilities that help enable what we're talking about here today and we've talked about them briefly in Prior sessions today I wanted to focus on three areas or do a deeper dive in three areas that help make process optimization more part of the routine and these would be scheduling sharing and collaboration capabilities so scheduling you have the ability to schedule process optimization projects to mine on a recurring basis so let's say you have a bi-weekly or a monthly process for review you would set the model configuration uh once you've got it down to the the filter criteria that you want and then it would mine on its own behind the scenes you're allowed to keep up to five versions of a model so you can then ultimately do side-by-side comparisons to see how the process is evolving over time very useful experience to provide and we'll look at this in the demo we use standard platform scheduled jobs to do this but we'll look at an example in the demo portion of where you would configure the schedule and how you would set it up sharing so very often there are more than one stakeholder that needs to get involved in the analysis uh people who are involved in the process in different ways have different points of view I mean we need to to share projects with others so you have the ability to share projects and control what level of access people have so whether they're just able to view it or if you want to give them the rights to edit the project run reminding against the project so we'll look at this inside of the demonstration as well with what the process looks like to share a project with somebody now one of the things we hear from many customers is how this new level of visibility in their organizations has increased collaboration amongst the relevant stakeholders we were just on a call yesterday with the customer who was doing said they were planning for a readout and they were they were saying hey you know what we've we've had such more so much more interaction with our business stakeholders than we've ever had in the past based on the new insights that we're able to share with them it it really is uh it's a it's an interesting thing to watch in an organization how data drives that collaboration so while much of that compilation is is via analysis being shared in Powerpoints and and in meetings there's a note creation capability as part of the solution to help enable collaboration among stakeholders in shared projects um and I also learned about a pretty cool new capability uh this week that I'm going to share in the demonstration it's when you kind of share these notes you can take a snapshot and then when somebody opens it up it can immediately go back to where they can choose to go directly to that view of the the map that the person that shared it and I had a note around it how it provided now another thing that's come up in customer conversations that it that is related to these capabilities that I wanted to make sure I touched on is notifications um there are some pre-built notifications that are packaged with the solution that fire when a mining job is completed or where someone mentions you in a note as part of that collaboration feature we just spoke about and these notifications can be found and edited in the system notification notification section so again we'll look at that in the demonstration now of course with all this increased visibility sharing and collaboration we have to have some way to govern and control who and what people can see now every organization is going to approach process optimization a little bit differently and they're going to have probably different stakeholders involved I put this slide in here just as a reference point for you to review afterwards it's just uh just a reminder for those of you that this is your first time um the deck and the recording are always posted to the community site in the process optimization product Hub section usually I get it out there a few hours after the call depending on what my workload's like so this deck will be posted you can peruse this slide at your leisure but I did want to quickly run through the four roles that come when you activate the process optimization plugin so uh you're going to get a process optimization administrator role who can pretty much do everything from core configurations to accessing everything about individual projects themselves and this role uh or this is the only role that can access the main process optimization properties and create templates to be used when someone does ad hoc mining from let's say a performance analytics API in the analytics hub pretty much can do everything now the process optimization power user role is real close to the admin role has access to all projects not just the ones that they create on their own they can create and schedule jobs they don't have access to the core Properties or background scripts or templates but pretty much everything that you would need on a day-to-day they can access the process optimization analyst role gives somebody the ability to create and share their own projects and view edit them as well if you want to edit the projects that have been shared with them I should say and then um as you'll see in the demo the person sharing the project with let's say an analyst can lock them down to a view only version so even though an analyst might have the core rights to edit a project if the person's sharing it with them says no no you can only view this one that that person's sharing settings will take priority and then finally we have our viewer role which pretty much does what it says and gives someone the right to view projects but not create them they can interact with the workbench and all the ways that you're familiar with find insights and then they can create notes to collaborate with others and create continual Improvement initiatives or automation Center requests if they have the appropriate roles for those applications on the platform now I did want to touch on this uh before we leave we get to the instance itself very often when you have a roles conversation people start thinking well well are these roles chargeable is there some sort of license implication with these different roles um and the answer to that question is no process optimization is a percentage spend thing so you can dull these roles out as much as you like with no worry from a licensing perspective once your organization is licensed for process optimization all right let's jump on over into the instance and show you a couple of these things in action come here and assuming I'm still logged in I'm going to impersonate by process optimization power user Persona so I'll come here come in as a power user and the first thing we'll do is we'll just look at some of the the versioning capabilities all right we'll go to our workspace process optimization workspace and then we'll see one of the things you'll notice and this is something that was new in Tokyo you'll notice across the top here when you get to the workspace you have my project so these are the ones that in this case my power user has created the projects that have been shared with you as well as all of the projects that are available I'm just going to come in here and open up this incident process review in November project and then in the upper right hand corner here I'll just go to the analyst workbench real quick you'll notice that I've got three different versions now I set this up for the demo you might be saying yourself well you've got September October and November Dan you've got dates of all November that's because I just relabeled them to kind of make the point for this demonstration but I got three different versions of this project in real life this might be something that you've scheduled to run in mine on a monthly basis and this is how it potentially a show now if we take this November version and we focus in on it maybe I'm doing some analysis I want to focus in on my email Channel I'll apply that then what I'd want to do is say hey let me compare that with last month and see if there's anything that has changed so if I hit the compare button I can come over here and I can open up last month's model and then apply the filters here and see if there was anything different again demo data not real life scenario not going to look very different here but I can come in here and I can do this compare and now as as a user analyzing the data Maybe I see something out of whack or something interesting and I want to create a note and let somebody else know that I found something interesting in the data I can come over here to the notes section and say hey at um let's say po demo analyst take a look at the email impact over the last month and then I can attach a snapshot of what I've done and hit post and what that's going to do is that's going to send a notification off to my my friend over there my PO demo analyst that there's something interesting that you should look at that would show up let's say I've got my email up over here it might look like something like this again these notifications completely customizable but and I'll show you where you would configure these or change these if you wanted to do the standard platform notification capability but that's what it would look like in an inbox of some sort now the other thing that I want to show you here is I've got these three versions I've got this option up here to edit those versions so I can come in here and I mentioned earlier you keep up to five versions or we by default keep up to five versions of a project and there's a scheduled job that runs on a regular basis that cleans up things that are beyond the five if you will but if you've got something that you really like like a model that's really important that shows something interesting you can always come in here and edit that model and say Hey I want to turn the auto delete off and make sure that when that job runs that this this one it stays it doesn't go anywhere and you can also then customize the name of the project if you want to do that here as well and we'll just hit save so now whenever that job runs even if this is kind of the outside of the five it won't get deleted in that version so that's how you can keep older versions of models that you think are interesting or highlighted certain thing that is really important to you all right now the next thing that we're going to do here we've looked at kind of comparing different versions of models that might have been scheduled over time adding our notes and now let's look at the sharing capability and this has changed from San Diego to Tokyo it's been updated to a little bit more or newer modal so I have this ability to click on share and I can either add groups or users and only groups or users that have the process optimization roles will show up in this list so here I get my list of either groups or users I'm going to choose my PO demo analyst user to share this product a project with I'll add them and then here I've got the action remember I was talking about earlier I can give them the rights to edit this and as a somebody with the analyst role if I shared this with them they would have the rights to edit this but I'm just going to give them the view only option here so they won't be able to change anything and we'll hit confirm and now I've shared that project with them let's go over to that analyst and just take a look at what they see now that they've got a project that's been shared with them so I'll impersonate another user I'll come over here to My Demo analyst I'll say impersonate now the analyst they're going to have no if I remember correctly no projects that they've created themselves they haven't created a new project they have the right to but they haven't created any so they're my projects pages is blank but they've got the shared and the old tabs now this one's been shared with them I just want to come in here real quick and I'll just show you this I'm going to edit this project and just so you can see they're going to have no ability to let's say customize the project in any way so let's say add an additional activity or change the filter criteria so if I came down here to table configurations you'll notice they don't have the new button here or project finding definitions that can't add any finding definitions and if I came all the way down to the table configuration itself for this model you'll notice that they can't change the filter criteria they can't add any activity definitions or breakdown so even though as an the analyst role dictates that they should be able to edit projects that have been shared with them when we use that view only option and share the project that remove their ability to do this now I can go and open this in the analyst workbench now and what I want to show you here is I'm going to go view the notes that have been added to this project so if we go to the notes section we'll see that note that was added four minutes ago it's like hey take a look at the email now you see this preview button when I click this what this is going to do is it's going to jump me to that view that was attached in that snapshot so I can now see those side by side November to October and I can come in here and maybe I want to look at the side by side comparison statistics of the models I can do that right from here maybe I want to come in here and I say you know what that's interesting to change from November to October but now let's go back and let's look at September so they can come in here and they can look at another historical version and do some comparisons of that and then maybe they come in here and they put a note back to continue the collaboration say at po or sorry at po let's see demo power user you think that is bad look at September and they'll attach the snapshot and post that and so that's going to go back to them now they've found something interesting they have access to as uh any one of the roles would have to this Improvement initiatives and they want to make sure that this Insight gets tracked followed up on prioritized they can come in here and they can add a continual Improvement initiative but I've also got my integration with automation Center but as you'll see this user does not have rights to automation centers so they do have rights to create continual Improvement initiatives they can do that but they don't have rights to to add automation ideas so you'll see that although the panel is there they don't have the right to create that capability and now let's end that impersonation and last two things I want to show you is just kind of the interface for schedules and notifications and I just looked at my watch I was accurate in saying that this is going to be a little bit of a shorter session than those in the past which I think some of you will be happy about so let's just come over here and I'm going to go to my process optimization and I'm in as an admin this time so we'll see that I've got my scheduled jobs and we can look at all jobs and just look at the one schedule that I've created here really straightforward just like any other scheduled job on the platform you can add conditions to say hey when this job will fire one of the use cases that I was thinking is that a project the process optimization project does have settings of kind of like hey it's in draft it's published it's now um or it's it's retired you might have a condition to say only run this job if this project is in the published State um or for when the job is in a published State I've got this said it's on demand now but we've got all your standard scheduling options that you would have on the platform weekly daily monthly periodically I'm going to leave this as on demand for my dental purposes and then you just start adding your project definitions one thing to call out is that you would only you should only have a and it will only let you put a project can only live in a single schedule you can't have a project scheduled more than once or in different schedules so you've got this and you just simply add your projects to the list set it and forget it and then on a recurring basis this stuck with mine and a notification we get sent to view whether the mining was successful or failed via email now speaking of those notifications let's jump on over to that so if I go to Notifications I need to live in system notifications I probably should have typed system notifications and that would have been an easier way to get here but if I go over to notifications if you look at this the category of process optimization I've got four notifications in that category so you've got the head of the data extraction was complete message that was be sent training was successful training failed and then that notification in the email that I showed you just to open that up you could then adjust this to any way that any way that you want standard notification on the platform right when to send who will receive what it will contain um all available to you that's it from a demonstration perspective I'm going to come back to the slides and just now open it up for questions for those of you that saying Dan you keep going to the very end and and we don't really have a time to ask questions today I kept it short and sweet any questions about any of the stuff that we covered here today you can come off mute or just put them in chat or the Q a and happy to address them any questions above and beyond the content that we covered here today put it in the Q a or the chat yeah here comes a question it's a long question so give me a second to process it and okay so the question is hey a processor for isn't servicenow pretty strict around the ways that their out-of-the-box workflows run best practices um why would you even need something like this um solution where you you know like where there could be there shouldn't be an opportunity for there to be deviations and things that uh go off course uh it's it's an interesting point that you make there but if you think about processes in general right we designed them for both efficiency but also completeness um so things can go one one route right and land in one place but then maybe they need additional information from an end user so there is a predetermined step that says hey we need to we need to go and kind of get additional information from the end user and then once they get that information it goes back to let's say a work in progress state or something like that even those types of things we want to get visibility into the scenarios where those things are happening because that's an opportunity to improve if we can gather the right information up front in that scenario we don't have as much back and forth and that's going to save us time and increase productivity inside of the organization there are scenarios where people customize their their workflows and do things a little bit out of the ordinary sometimes even though we prescribe ways in which things should get assigned they don't always get assigned to the right groups and there's some back and forth and ping-ponging that goes on so while every organization can do their best to follow best practices and have processes run as designed there's always going to be things that follow non-conformant paths and and deviate from the standard or even if things are following the standard it helps to get visibility into opportunities in which we can improve the efficiency at each of the individual steps of that standard maybe it's by better educating folks or providing more information or improving again an intake experience so yes there are best practices and guidance for how Works close for run but any visibility into those there's always going to be opportunities to improve and that's that's where this helps looks like someone's saying their chat's disabled John I'll get it's clearly your chat's not disabled because I can see this so maybe you're just having the question and answers uh got it so question around availability in personal developer instances or sandbox um unfortunately process optimization is not available as part of personal developer instances because it does use the machine learning infrastructure with the which those instances are not connected to so we use the machine learning infrastructure to do the heavy duty number crunching to ensure that process optimization doesn't have an impact on the performance of a customer's instance so from a product design perspective there's a huge benefit to using that from a somebody who's playing with process optimization or wants to play in a personal development instance unfortunately there's not an option customers are typically playing with this in a sub production instance right now in which they have the rights to turn it on use it in mine up to 4 000 records uh so question around hey the notes looks fantastic is there possible to see the narrative associated with a given project all in one place and be able to highlight and annotate after the initial so uh that's where the versioning comes in John um all the notes associated with the given version of a project will be available there um and then kind of how right now how we bring everything together in a single place is if there's an opportunity to improve we would urge the customer to create a continual Improvement record that continual Improvement record kind of acts as the Hub or continual Improvement initiative I think the record is called it acts as a hub um so it one will have a link going back to the version of the project which would contain the workspace that you saw in its state with the notes that are there it would also though that record contains the kpis that you think will be impacted by the initiative uh that this this Improvement will be focused on it also gives you the right to create change requests projects ideas demands so all of the stuff around kind of hey we found an Insight in process optimization gets logged in that continual Improvement initiative as well as the actions that we need to take to improve and act on the insight as well as the kpis that kind of help us communicate the impact of us acting on that are all bundled into or or can be bundled I should say into a continual Improvement record so that would be the one place right now I will say and remember the Safe Harbor there have been a few asks from customers to say hey I would love to have like a an auto generate PowerPoint of this analysis that I did because most people as much as we urge them to use live dashboards and process optimization work basis spaces to drive their meetings most people are still running their meetings with PowerPoint presentations that comes with some challenges because if somebody asks a question about what they see in the PowerPoint there's no ability to drill down and follow up on those questions but that's a different session um so there has been asked to kind of generate a visual that might encapsulate all the information in one place John uh it's something that we're exploring from a product perspective any other questions comments thoughts things you want to share awesome we'll just do a couple of other quick casting items here uh one for those of you that this is your first time and you've not kind of started with process optimization what do you do next well you could go back and watch all nine other Academy sessions or simpler there is a now learning course that's about 90 minutes self-paced called process optimization Essentials I would highly recommend that you take that course then you also have the rights to activate the plugins on a sub production instance and try this out so there's really two plugins that you're going to want to activate one is the main process optimization plugin that gets you the capability and then for each of the individual workflows that we support whether it be itsm CSM HR or app engine action app engine doesn't have a Content back for those those three workflows we have content packs that help jump start you on your process mining Journey with those workflows so it gives you some finding definitions some configurations out of the box so all you really have to do is hit mine on that first project and you'll have a visualization in a matter of minutes so take the net learning course activate the plugins away you go contact your your solution Consulting team or your sales team and your partners if you have any questions or you can always reach out to me or post on the community in terms of other resources that are available to you beyond these Academy sessions that we're on today one is that training course that I mentioned there is a really good now on now white paper out there that details our journey I talked a little bit about how we're we're using process optimization here at servicenow this white paper goes into more details it actually highlights um five specific workflows that we've applied this to and some of the findings and the outcomes that we've achieved we've applied process optimization to something over like over 40 different workflows at this point internally here at servicenow but this details five of those there's a really good Forbes article out there written by our chief analytics officer Vijay kotu who is super passionate and a big believer in process mining if you've not heard them speak about it it's worth it if you're a process mining type person we've got the community Forum which is likely I hope how you found this Academy session in the first place but if you've just stumbled upon it's in a different place if you go to process uh sorry servicenow Community there is a process optimization product Hub that has a ton of information it's also a good place to post a check every day for questions posted by customers to see how we could help you move forward there was three knowledge sessions at K22 that have all been recorded and posted and one of them was by that gentleman Vijay coach that I mentioned worth checking out that's also available on the community site and then um while these Academy sessions are great there is another recording out there from a live on now perspective called getting started with servicenows in platform process mining it contains everything you need to know to get started and get your first visualized process map up and running a little bit of a 101 a quick demonstration of the solution in action how you kind of download the plugins or turn on the plugins or which ones you need to turn on as well as kind of how you walk through the steps to build your first and mine all available in that one session so certainly check that out last chance for romance last chance for questions let's check um another question coming in yeah so yeah good question is hey is there anything that helps guide the user um or anyone using the solution to what the next action should be um so yes there is the certain parts of the solution that help Guide to the next best action one of them is something we call insights cards that come as part of those content packs so we continue to maintain a library of common inefficiencies within the workflows on the platform we provide those as a part of the content pack so as somebody Minds we call out those inefficiencies and kind of say hey here's where you should should be starting and what you shoot next there's also a portion of the solution and actually it's something that we covered in the last Academy session if you if you did not attend it's worth going back and watched something in the solution is called automation Discovery I mean what automation Discovery does is it takes the data that we mined it runs it through some machine learning capability Solutions uh a pre-built taxonomy of automation opportunities and then it says Hey 12 of these 30 000 incident that you just mined they would be a likely candidate for this type of Automation and oh by the way we also have an out of the box virtual agent conversation that will help you kind of deflect or provide a self-service option for this so there's a number of different ways within the solution that actually helped guide the person using it to their next best action if you will or a solution to optimize things just looking any other questions coming in um as you get your your questions uh teed up or your last question seat up just a reminder this is going to be our last session this year um really appreciate those of you that attend on a regular basis and those that are attending just for the first time it's I've had a lot of fun delivering the sessions I look forward to a little break but uh super excited to get started I think the next session I have it on one of the slides here will be um the second week of January third week of January um give me some time to come up with some new content also give you some time to post your questions in the community and make some suggestions in terms of uh content uh that we will provide or contents you'd like to see us cover moving forward all right as I just mentioned look at that next slide um taking a break again this session these sessions are on the schedule they keep getting pushed back because people keep asking specifically um for topics like the one that we had here today but we plan on starting back up on January 13th we'll look at the request process at least that's the plan but you've got plenty of time to get a different topic on the agenda if you post to the community um so with that I'll just say uh have a great holiday season a happy New Year and look forward to to uh connecting with all of you again in in 2023 thanks