and I think we'll get started so that we can be respectful of everyone's time so this is the get started with walk-up experience live on servicenow and uh before we get started um this is our Safe Harbor notice if we do talk about anything forward facing we just want to put this here um this is what we believe is going to come out with a walk-up experience but um just keep this in mind that some things may change a few housekeeping this is a virtual round table so we hope to have a really good uh live conversation but please stay on mute and if you do have any questions we'll actually ask you to put them in the chat or use the Q a uh feature of the zoom but please make it as interactive if you have something come up um we could also do FAQs at the end where people can come off of new um introduce yourself when you're asking um questions in the chat you can say you know what your role is or what you're responsible for and then this session is being recorded so moving forward um if you are interested in any more live on servicenow we have more webinars and more meetups so we will drop the link for that in the chat as well so you can register for more interactive and amazing events that we host so before we get started we'll just do a quick little introduction I'll just jump into my introduction since I'm already speaking my name is Isabella I'm a senior product manager specifically for um servers for itsm and focus on different products including walk up so I will let the others that are here with us introduce themselves hey everyone thanks so much for joining us today uh my name is Harsh maliwal and I'm the inbound product manager for the walk-up experience product line within servicenow I'll hand it over to Bala hey hi everyone this is Bala I'm a principal logon product manager uh primarily focusing on itsm products yeah over to you Salman hello everyone I'm Salman I'm taking care of all the qualities for the worker and I'll be assisting today hush in the session foreign thank you awesome so we're gonna get started and we first want to get started off by asking a few poll questions so this will ask two questions if we can um launch the poll please and uh the first question is where are you on your walk-up experience Journey are you brand new to walk up experience are you currently evaluating and or adding it to your roadmap or are you already using walkup experience this will just help us get a gauge of where everyone is so we can tailor the conversation towards the the majority of our audience right now it's looking pretty split so there's about 48 brand new to walk up experience about 40 currently evaluating that just dropped to 38 and 15 already losing so we'll love to hear from those that are already using walkup experience to really hear more about your um your experience using the product so I'll just wait a couple more seconds there you go and um to round that out it was a total of 48 brand new to walk up experience 37 currently evaluating or adding it to the road map and then 15 already using it so that's a really good indication of where we're at and then the other poll question if we can launch launch it for question number one is which bet option best describes your role on this organized in your organization are you a developer help desk agent uh process owner product owner if you don't mind throwing that in there again this just helps us levels that where everyone is so we can tailor this conversation specifically towards those that are are joining us today and we'll just leave it open for another 20 seconds maybe and then I will read off the answers okay I think we have about everyone answer all this week a couple more seconds in case okay I think that's all so we'll end that poll and um just to share out the results we have about 45 of you on here our service now developers so that's the majority and then from there uh 24 are service or process owners uh 21 product owners and then 10 help desk agents so this is great for us to hear so we can tailor the conversation when we get into the demo to our talk a little bit more about um the different parts of walk up but to get started I just wanted to share a little bit more about the experience from the end user and then from the admin as well so first we'll start with the uh end user so from the end user experience they can expect fast in-person guidance via the conventional walk-up experience and virtual collaboration which is really important in this remote walk-up world that we're living in and we can support requesters who are working remotely to book their appointments through the new remote booking type and requesters can get served virtually by their agents through Microsoft teams so we're really it's supporting this fast in-person guidance through you know in-person help or virtual collaboration as well and then we also have this idea of flexible scheduling so appointments can be booked via the surface portal and now mobile apps users can take control of their schedule and make sure that they are getting serviced at the time that is most convenient for them and this is really that modern experience that and uses are accustomed to um additionally we have the simple check-in from anywhere kind of experience that end users can expect from walk up so this simple and easy check-in from anywhere experience using the employee service center portal service portal or now mobile app and users can check into their appointments or drop by the walk-up experience when they drop in they can easily see what the wait time is and the positions they are in the queue providing really clear transparency again we'll see a lot of this in the demo I just kind of want to set the stage for what end users can expect especially for those that are evaluating a walk-up experience for their organization that's a quick and dirty kind of explanation I'll pause there to see if there's any chat questions um or anything in the Q a function I think we're good for now uh just give it a moment double check I think we're good so I will keep moving forward so uh the experience for admins what does this look like so quick setup flexible scheduling transparent insight for a quick setup we provided a guided setup experience for walk-up that makes it easy simple and quick for admins to get up and running with our product we really want to remove any barriers that you might be experiencing so that you can implement this as quickly as possible and start helping your employees and helping your agents get to the work that they need to do flexible scheduling we've optimized the efficiency for walk-up locations by introducing variable time slots for appointment booking these variable time slots for appointment booking can be configured and booked based on the check-in per reason so for example if you are you know upgrading your laptop versus picking up a charger or something like that those are very two different appointments so having that variable time slot for the appointment is really key this feature help provides important information to the customers about the availability of the agents or a location and also manage the walk-up location more effectively and efficiently for the agents uh as I mentioned you know a laptop could be 15 minutes but a refresh could take up to an hour so the last part is transparent Insight so admins have a clear and transparent view into the information about their walk-up performance and satisfaction admins have the uh we have the out of the box dashboard for admins that detail the walk-ups in any given time period exit csat survey for the year overall csap for the walk-up location in particular and for those that have multiple walk-up locations it's really important to be able to distinct which ones are performing well where they're performing well and how you can improve that so this is just a number of the options out of the box for these dashboards that you have to really give that bird's eye view and that insight into how your walk-up location is performing again I'm going to pause here to see if there's any questions that we want to answer live and just hold space in case you are still typing in a question let's see yeah the guided setup is bundled into the product itself is variable time slots for appointment booking available today yes it is I believe it was available as of the San Diego or Tokyo release thank you so for those of you that are looking for that that upgrade to Tokyo will be your best bet to get the variable time slots awesome I'm gonna keep moving forward keep us on time okay some best practices and guidance for those of you that are new evaluating or already working on servicenow's walk-up experience these are some of the best best practices and tips that we have for you meet users where they are you can meet users where they are by servicing capabilities to that via the service now portal and the now mobile app those are really powerful platforms for them to use especially because they may already be in them especially that now mobile app great seamless integration so better a manager walk up cues stock room and appointments manage your walk-up interactions and cues and the service operations workspace as a walk-up agent you can get to use service operation workspace to manage your assigned walk-up interactions you can open incidents when an issue is not resolved by the walk-up location you can also directly create a request for Hardware or software through the service catalog when an asset is not available at the walk-up location in that stock room directly initiate teams conversations within the service operations workspace as well so to better service your employees and then lastly support agents increase servicing efficiency at locations by setting up multiple kiosks for different types of issues to serve requesters simultaneously Define skilled requirements for any services offered at the walk-up location assign skills to agents to enable automated skill based routing enhanced checking experience of the requesters at a location with improved battery bad reader integration and now that I've gone through all these best practices and guidance Valencia real time and I'm going to stop sharing and hand it over to Heart awesome thanks Dan Isabella uh thanks for setting that up hello everyone so Isabel has done a really great job of running you through the the what and the why but we'd like to show you a little bit of a Hands-On around some of the capabilities that she's spoken about now given that our poll has showed that quite a few of you are new to this space I'd like to spend some time just walking you through some of the basic user Journeys and then we'll talk about some of the new capabilities that Isabella has touched on like the variable time slots feature we're also going to try and get uh what we like to consider a really cool capability around something called skill based routing uh hopefully if time permits we'll get to the demo over there so with that what I'm going to do is I'm just going to go ahead and share my screen foreign so I want to take a minute to explain the screen that you see in front of you so this is what we call the employee Center or the employee portal and this is the out-of-box portal that we ship from our San Diego release onwards and it's our kind of reimagined interpretation of the employee Journey now this is designed with first of all an updated theme for those of you who've seen our older service portals they're using the older kind of Madrid themes the La Jolla themes this has a New theming Concept but more importantly the stylistic layout of the page is more structured to gear towards employee productivity now Walker resides as a first class citizen on this page so if you come over here you quickly see a section called my active items which is supposed to give you a bird's eye view of things that need your attention excuse me now we've kept walk up over here because we feel it's very important for employees to quickly be able to get in-person help or even if they're remote uh getting help from a specific agent so I'm going to go ahead and just quickly click on walk-up visits now as you can see I don't have any upcoming walk-up visits planned so I'm just going to go ahead and click plan my visit and you can see that I'm in the San Diego Tech Lounge I have the ability to change my location if I so desire now I want to explain a couple of different things that you see on the screen over here there are two tabs that are visible to you currently the first step is for joining a queue the second tab is for scheduling an appointment when you choose to join the queue what you're saying is that you need in-person assistance right now when you choose to schedule an appointment you are choosing to go for in-person assistance at some later time or some later date now you have a complete flexibility as a service now admin to configure your cues in whichever manner you so desire to support you can choose to offer your walk-up locations with only in-person immediate assistance you can choose to configure them allowing only for scheduling an appointment or you can choose a hybrid format like you see over here now we at service now actually use this hybrid format which is why I've just gone ahead and kept it as you see over here now if I go ahead and decide to select a reason I can see that this is configured to offer me several different reasons I'm just going to go ahead and select laptop issues and now I'm just going to click check in just like that I've been checked into a queue now there are a couple of different things that you need to notice here which are important the most important thing over here that you see is related content now this is a configurable widget that we ship because we believe in servicenow that we would like our customers to optimize as much as they can for deflection and what we mean by deflection is we would like in-person agent interactions to be the last line of defensive wherever possible now it's totally plausible that the user who's coming in to check into the queue for an issue may not have been able to find a catalog item or helpful KB and that's why they had to go directly to the agent to try and get the help they need so the related content widget will actually allow you to surface up those recommendations that could add that one percent extra probability that the user is going to find the help that they need on their own thus making yourself serve implementation that much better other than that on this page what you also see is a queue status the queue status allows you to quickly monitor who is being served where they're being served and who's up next there's one more thing that you see over here called the kiosk and that's something we'll get to uh in the next part of the demo you also have a widget over here which shows you the hours of operation of this location now that's if you want in-person help immediately perhaps you've actually come to the walk-up location and you've seen that there are a lot of people in the queue and your issue is not absolutely pressing so you want to come back later but you want to ensure that you get a time slot of your choosing so that you get the service and the help that you need so what you could do in such a case is you could actually go ahead and schedule an appointment now when you go to schedule an appointment you actually have the ability to schedule just for yourself or on behalf of someone else what you see over here is a similar kind of experience to the in-person queue but the key differences are you have the ability to schedule on behalf of someone else you have the ability to select a slot and you also have the ability to choose an appointment type the appointment types that you see here are also configurable you can choose to have a walk-up location that supports in person only remote only or combination of in-person and revote now an important point that I would like to make over here is that a remote walkup means that the user who's actually requesting that appointment is not going to come into a physical Tech Lounge location as of right now we do not support agents assisting remote walkups remotely but it is totally possible to achieve such a use case so in this case what I'm actually going to do is I'm just going to select the laptop issue now I'm just going to go ahead and select an appointment and you can see that this interface is actually giving me a little bit of information I can see that these two slots are grayed out which means that appointments are no longer available and I can see that there are a variety of slots alternatively available to me so I'm just going to go ahead click on next I'm going to select this slot and then I'm going to hit select now I'm just going to go ahead and click schedule appointment just like that the appointment has been scheduled from here I can actually go ahead and download the ICS file that will add this automatically to my I calendar now this this concludes the first part of our demo so what we saw here is an experience from the employee portal where an employee can quickly come in check into a location and get the help they need alternatively they have the ability to choose an appointment if they don't want immediate in-person help within an appointment they can choose to either opt for in-person appointment help or they can go for remote help this functionality is also surfaced via something we call the on-site portal it's possible that you want your users to actually come into a physical location and fill out this form over there itself and the on-site portal is something you get out of box and it supports all of these functionalities we also have the ability to configure these options from within our servicenow now mobile app so if your organization is using our now mobile capabilities your users can Avail the walk-up features there as well that makes it easy for them to get the help that they need on the go I'm going to take 30 seconds to pause here before I get into the next part of the demo we've had a couple questions in um the Q a but I think Selma's been answering most of them so I think we're good to keep going sounds good all right so now we're going to come to the next part of the demo which is a discussion around variable time slots so what I'm actually going to do is I'm going to refresh the screen and then show you the essence of what variable time slots is now earlier when Isabella was talking she explained a use case where you may be deciding to come into a tech Lounge for for some laptop related help one day but the next day you might need mobile related ads or you may be having a VPN issue now when we were doing our product research and speaking to different customers what we actually were able to identify is there's a need to be able to optimally utilize the agent's time and a part of that time is ensuring that scheduling of appointments is done very appropriately a lot of our customers were facing this issue where the slots that they were offering for appointment booking were either being over utilized or underutilized for example they may have offered a 30-minute slot for a mobile issue whereas a mobile issue actually took one hour or they may have been offering a 30-minute slot for an Outlook issue whereas an Outlook issue actually took maybe only 10 minutes what variable types running allows you to do is it allows you to Define different kinds of appointment schemas based on the nature of the reason selected it's completely configuration driven and actually Taps into our platform's appointment booking capability if you've not had a chance to check out appointment booking we would definitely recommend that you do so because it's a very powerful capability and could become a game changer in terms of how you leverage your service desk productivity now what I'm going to do in this case is I'm going to go to schedule an appointment again and one Nuance I want to point out for those of you who are already using walkup is pre-san Diego we had a bug in the product that actually did not allow you to schedule multiple appointments in the San Diego release we've actually fixed that so now you can schedule multiple appointments without having to wait for the appointment to elapse now let's take a look at this use case over here I'm going to go ahead and select laptop issues as my reason for visit now excuse me the appointment picker has come let me just go ahead and open it and I'm just gonna go to the next week to make this visually emphatic and different slots so the slots that I can see are Monday to Friday between 9 00 am to 4 30 P.M I can also see that there's a one and a half hour break between each of the slots on each of the days now the reason I'm seeing that break is because the admin who's configured this location has actually factored in something that we call a daily break that can be for any reason that you so desire and again the nature of that slot is configurable now just to demonstrate the power of this capability what I'm going to do is I'm going to change the reason that I'm looking for service and I'm going to go to mobile issues now let me just click on the opponent picker again let me change this okay now if you notice the nature of the slots that you see over here are different for mobile issues what you can see is I have four days available for service as opposed to five I have Monday Tuesday Wednesday and Friday but I have no slots available to book on Thursday furthermore the slots on Monday start from 12 pm and range all the way up till 8 pm put that break no longer factored in just to drive on the point I'm going to change the last issue type which is VPN issues now vpl issues are configured to work totally differently yet again if you see over here Sunday to Tuesday are not available for booking only Wednesday Thursday and Friday are and on Wednesday Thursday and Friday I only have booking times available from 2 pm to 5 PM this in a nutshell is the variable time slot capability now why this is important is because it allows you to at a granular level control how many appointments and at what duration you want to set for a particular service if you have actually reached that business process maturity where you know how much average time each kind of service request is taking you you can actually now plan more optimally and ensure that not only is your agent's capacity more optimally utilized but also that your end users get an accurate estimation of the time that they will need to spend at your Tech launch I'll take a few seconds pause here before I move into the next part of the demo I think we have one other question um in the Q a may I know where all these configurations are at back end for the appointments based on the category so I think we'll go through that as well uh yeah we won't be going through the configurations in this demo but we'll try and uh have you have it answered uh while I'm going through the rest of the demo okay so we spent a little bit of time talking about the end user experience for your employee but a large component of the walk-up product is also on the agent side now on the agent side we have this capability known as skill based routing skill based routing is actually an intelligent system that will Auto assign incoming walk-up tickets based on a skill Association that's made what this requires you to do is add the agent's user profile you actually have to assign the agent some set of skills once you have done that you actually go into the walk-up configurations and for each reason that's specified you tie a skill to it so what we're going to do is we're going to actually join the queue and impersonate a user who has a specific skill and we're going to see that the ticket that's created is going to get automatically assigned into that agent's queue and the agent is going to have the ability to directly work on it this kind of processing is important because it saves a lot of time but more importantly it ensures that there's an optimal matching between the skill that the ticket requires and the skill that the agent possesses so what I'm going to do is in my tab over here I'm going to quickly impersonate one of the agents that we have so I'm going to go ahead and impersonate able and Apple has what we call a skill on mobile issues so anytime a ticket comes in related to mobile issues if the configuration has been done properly it will be preferentially routed to others now apple is going to work on top of our service operations workspace and I'm going to give you a sneak peek of what that looks like for those of you who've not already seen it if you have not had a chance to check out our service operations product workspace I would strongly recommend that you check it out because it's the future of how we imagine the Asian Persona to interact with our products so Abel is actually going to go into the service operations workspace and he's going to begin his day by setting his status to online so I'm just going to wait for his workspace to load I'm going to click on the inbox and let me just close this pop-up and I'll change my status to available now available means that I have I am ready to pick up work items as they come in and I also have to do something called checking into a kiosk kiosk is like a designated Sub sub desk of a walk-up location you can configure your walk-up location to work with or without a kiosk so the way a kiosk will work is you can actually use it as a kind of Elias for the rest of your walk-up desk so imagine you're running a large organization where your it help desk is spread out over a large geographical location you may need a way to be able to direct your users to the space that they need to get help it's not going to be practical for them to know that they have to go to an agent but if you tell them that okay if you're looking for a laptop related issue go to the laptop kiosk or if you're really looking for mobile issue go to the Mobile kiosk and then you label the physical space of the kiosk it becomes very easy for them to identify that hey this is where I need to go kiosk is an entirely optional configuration you don't have to use it and the skill based routing capability will work even without that but for this location because kiosk 7 enabled what I'm actually going to do is able is I'm going to check into the Mobile kiosk now I'm just going to go ahead and hit check in and I'm here now because I'm checked into the Mobile kiosk I can't check into any other kiosks if I try to check into the to any other kiosk I will be checked out of this one and checked into that but my manager has decided that I need to be working on the Mobile kiosk so I'm here I'm good to go now I need a work item to come in so what I'm actually going to do is I'm going to switch back to the employee persona and over here again as Joe I'm going to go ahead and check into the queue for mobile related issue if I click mobile issue and now I'm just going to hit check in and I hope you were able to hear this kind of haptic sound in the in the background I'm just going to hit OK and now if you see I'm getting this kind of toast notification here let me click on this and if you see I've got a mobile issue ticket come in now if I decide to go ahead and accept this the work item will be assigned to me the way skill-based routing works is you can actually configure conditions that allow you to decide whether or not this ticket should be automatically assigned we've had customers tell us that as a part of their business process they don't want agents to have the flexibility of picking up or rejecting a ticket and the skill based routing engine actually allows you to do that and the beauty of skill-based routing is the moment you activate walk up you can get started with it you do not need any additional Licensing in order to use this capability now what I'm actually going to do is I'm going to impersonate another user check in with another issue and show you how the experience is different so I'm gonna go over here let me impersonate another end user let's say I decide to impersonate Pablo excuse me all right not Pablo apologies I forgot the Pablo is a Spanish-speaking user so I'm going to go ahead and impersonate let's say myself all right now I'm gonna go to walk a visit I'm going to click on plan your visit I'm going to select San Diego all right and now this time I'm not going to request a mobile issue what I'm actually going to do is I'm going to request help for a VPN issue now I can already see the Jaws in the queue but I'm going to go ahead and check it anyways and now if you see this time I did not get that optic feedback nor did I get a work ticket over here and the reason for that is Abel has only been configured with the mobile issue skill now the way this location has been set up is the skill based check is mandatory each of these skills has been marked as mandatory what that means is if an incoming ticket has a particular skill requirement unless that agent has that particular skill they will not be allocated that work collectible configuration you can choose as per your business process whether or not you want to enforce that mandatory condition now I'm actually going to go ahead and impersonate a lean and alien is an agent who has the VPN skill which is going to be required to work on this work ticket so I go ahead I impersonate 18. just like last time I come over here I click on the inbox I change my status to online and now if you see the VPN issues ticket has come in here that in a nutshell is the skill based routing capability to recap what it allows you to do it allows you to create a coupling between a reason for service and a skill that your agent possesses when an interaction is created and a work item gets created for the agent to work on the skill the advanced work assignment engine actually does processing to see whether the agent has that skill or not and based on the configurations that you've made it will choose whether or not to give that agent the work item in their inbox the idea behind this capability once again is to make it a more optimal service experience for your end user as they get paired with an agent who will be best positioned to assist them additionally it ensures that your agents can provide faster Service as they receive only those work items that they're actually skilled to meet now that concludes the live demo part of this session and with that I'll hand it over to Isabella awesome thank you harsh I think there's maybe a question that we wanted to try to answer live so I'll just read that over for you is there a time to work space workspace Service delivery where we can guide the employee to the kiosk or lounge location if we don't have an answer to it too we can take down an email and get back to you as well So when you say guide the employee to the kiosk do you mean actually like showing a kind of live map to to the kiosk uh I'll see if uh Tim wants to maybe clarify in the chat a little more if you could just clarify that so assuming that is what is assuming that is what you're looking for Tim that is one of the items on our future roadmap that we're trying to look into it's not something that we've gotten to yet but it is definitely a futuristic capability that we would be interested in offering awesome uh if you do want to clarify more oh workspace delivery has a map navigation feature to guide users through the office yeah and we haven't actually tied up with that out of box uh but yeah it is something that we are hoping to have in our future or not so um feel free to keep throwing any questions in the Q a feature and we'll still be reading them I'm just going to wrap this up a little bit here and then we can do live q a if we have the time and people still have questions so we want to talk a little bit about the desired business outcomes with walk-up experience some things that are top of mind for us are increasing in-person help for issues quicker turnaround time and anticipating agent capacity and workload so these are big for us we're curious to know too Which business outcomes speak to you most if you want to drop them in the chat so that we know which ones to focus on as we continue to innovate all walk-up experience we're also curious to know what you would like to learn more about with walk-up experience and helping you achieve your desired business outcomes we do more of these sessions and we'd love to know what information we need to put out there via you know Community or or whatnot more sessions things like that so if you want to drop in anything in the chat related to these two questions and then finally what are some of the challenges in achieving your desired business outcomes with walk-up experience that you're you're going through that we can help you with so I'll take a moment to pause here maybe a minute or so to see if anyone has anything they want to add in the chat and then we'll keep moving forward a little bit I'll just pause here again this is an interactive conversation so whatever you have that's coming top to top of mind would love to answer it we'd love to discuss it a little bit more and this is a safe space for you to have you know access to our product managers okay getting team members to use a tool and not just walk up expecting help yes that is huge and that's why we are you know creating these features like scheduling and bringing them on now mobile to encourage you know using the tool rather than just showing up especially if there's not any capacity at the time I don't know hardship you want to elaborate on that a little bit more um also interested in improving in-person experience that's definitely important as well a lot of organizations are moving back to either a hybrid model of remote and in-person work or requiring employees to come back in so really making sure that experience when they come back in is is in high quality and and hopefully walk of experience with the features and functionality that we're coming out with really brings that to a higher level as well oh yes great Point harsh talking about ba topic support as well for those of you who plan to use VA capabilities uh if you're on itsm Pro we do have some walk-up experience capabilities via our virtual agent I'll just wait for another minute or so see if anyone else has any comments we're interested in remote booking feature for laptop replacement configurations yeah that's definitely especially back to the whole remote work um experience like those are common use cases that you need to be able to resolve so looking into that more is definitely top of mind I don't know harsh again if you have any additional comments on that but we definitely hear that yeah I'm I'm glad you touched on that uh Isabella and one of the things that we're also additionally trying to do uh in our upcoming releases is see if we can deliver a remote offering on the agent side as well what we mean by that is we've heard from customers that they have configurations where the agent is actually not manned at a physical location the agent also could be working virtually so we are hopefully going to try and deliver some Autobox capabilities in that area as well if that's of interest to you great comments harsh there okay so in the uh interested time giving um respecting everyone's time here uh we're gonna drop some resources in the chat so everyone has these links um readily available these are uh products Tokyo release notes for walk-up experience advanced work assignment I know there were some questions about advanced work assignment service operations we did go through that so that's really important to share that information uh employees employee Center as well for you know walk of experience and then idsm virtual agent conversations as well we mentioned that there's some capabilities on VA that allow you to engage with walk-up experience as well or allow employees to so we wanted to drop those in there as well we've also added the deck and the webinar link as well so you can find that there and then before we wrap this up again another plug for webinars and meetups so that you can register and join us for more sessions and then finally um as we say thank you if there's any additional questions and you want to come off View and explain a little bit more we're happy to stay on and chat further uh we still have you know a good amount of time so also Kudos harsh for getting that demo in full uh full full length and yeah we'll be here for more questions and also thank you to behind the scenes for everyone answering uh questions on the service now side so we'll be here if you have questions if not feel free to drop thank you so much for joining us for this walk-up uh session we'll be back again