uh good morning good afternoon and good evening from wherever you're joining uh thank you very much for taking part in this live on servicenow webinar about uh simple use cases and how to get started for servicenow and Microsoft teams uh really excited to get into today's presentation before we go too far I need to throw up our well of words here the Safe Harbor notice for forward-looking statements this basically States as you may may have seen many times that anything we talk about today that is not generally available already that is forward-looking represents a plan and not a promise and purchase decisions should not be made on forward-looking statements um today's session is a part of the live on servicenow webinar Series this is a Curative curated series designed to connect you with servicenow experts and peers that can help you deploy your products and Achieve value faster we hope you join us again at another webinar or Meetup you can see the schedule by scanning the QR code or using the link that Aisha is going to post for us in the chat uh if you would and folks since you're joining us today and potentially you're interested in the servicenow in teams integration I want to call out that there is a webinar on March 29th from migrating from service portal to employee Center so if you haven't already gotten on employee Center and perhaps your own service portal this is in 31 days recommend checking that one out it could be quite useful in addition we have a couple of other webinars and meetups that we'll be setting up around the teams integration they're not up on the board just yet but we'll get them added so please check back for additional servicenow and teams webinars and meetups couple housekeeping items to get into we've saved time at the end of the session for Q a so please feel free to hold your questions but if you'd like use the Q a function inside of zoom and we will uh try to get to your questions we've got a a handful of folks on the team uh uh ready today so please do pepper us with your questions this presentation will be recorded and posted in our community so you'll be able to view it again after the fact and after the event you will be prompted to foot a short survey and we would all really appreciate your feedback so please uh please do um respond um okay I think that's it I'd like to go ahead and get in into some introductions now uh since I've been speaking I'll go ahead and go first my name is Jeff Fox I'm a product manager uh uh in servicenow my focus is the servicenow and server Microsoft teams integration um based in the itsm organization but work across business units all of it have some component of the integration involved so I'm really thrilled to get to share what we've been doing and these simple use cases and how to get started with you today I've got a couple of other folks joining uh Richard do you mind to introduce yourself let folks hear your voice sure hey guys my name is Richard Norton I am a senior advisory Solutions consultant with servicenow my main function is Microsoft products and services I'm excited to be here today um really excited to take you guys through the demo today and uh it's gonna be a fun one thanks for joining all right thanks so much and uh I'm pleased to welcome uh awesome uh Masood uh to our team he uh just joined us if do you mind to uh uh introduce yourself to the to the audience please absolutely hey guys um so excited to be part of the team and be here on this call with everybody uh my name is Austin Stuart product manager and the itsm business unit um I have been at servicenow for about three years so this uh service now is not new to me but the integration between Microsoft is uh and it's actually a thing that excited me most and compelled me to join the team wonderful thanks awesome and um folks in the audience I just have to say I'm really excuse me excited to have awesome on the team uh we anticipate uh being able to provide more content that will be helpful to you to drive the integration uh so we're even better equipped I think to to help uh support your your use cases and I just look forward to moving forward with uh Asif on board um so let's go ahead and and get into uh our topics for today we've done most of our welcome in opening remarks uh we'll get into a couple of slides around these use cases and how to get started um uh we're going to talk about a significant amount of knowledge though and if you could stay present we'd really appreciate it we'll talk through some of your pain points uh some of the key use cases around employees and agents as well as major Incident Management we'll have uh plenty of time around doing some demonstrations and then uh save time at the end for questions and uh discussion so without further Ado let's let's Dive Right In and run our first poll question Aisha can you please uh run the polls thank you so much so uh this would really help if uh folks in the audience can can let us know where you're experiencing some pain points is it pertains to your service delivery and service management uh practices there's a lot of areas where we believe the integration may be able to help and your responses will help us kind of focus our comments and uh hear the presentation accordingly all right so we're getting a lot of participants let's give it another couple seconds a lot of responses equipping employees to self-serve and increase case deflection seems to be getting the most uh all right we still have a couple responses coming in all right okay that's probably good enough uh are you sure let's let's go ahead and post it so as I hope you guys can see uh it looks like 66 uh responses came in around uh self-serve and case deflection 30 I think is next up with uh communicating with groups uh decreasing mttrs 20 20 for major incidents identifying who's on a call during a major incident uh who's on call sorry uh 13 and then a good 52 percent around enabling agents to use teams to communicate fantastic okay and a couple that are other that I'm not seeing much more on that so okay let's go ahead and proceed um so the whole focus of our discussion today is around doing uh you know getting started um and talking about simple use cases so we're kind of positioning it as do doing more with less with servicenow and teams um no matter where you are with servicenow today you know and we presume that most of the people that are on the call today are our current customers um perhaps with itsm or hrsd perhaps you're not a customer but um your organization can get more value from your existing investment through the integration between servicenow and teams um and regardless of how your organization deploys your applications because the integration itself is so is so flexible you can start off at a crawl or a walk or a run um as an example if you're a virtual agent is is today up and running and relatively strong um then it may be a good idea to consider just integrating your virtual agent with teams as an additional channel that can make employee access and the employee experience even even faster and easier this is a more traditional use case for a virtual agent but enabling your employees to either get help or access knowledge articles through virtual agent inside of teams can be a big big boost and in addition it's pretty easy to see the value that you get through virtual agent analytics so that's one of the simple things you can do if your virtual agent is already up and going if you're not using virtual agent but let's say you're using itsm or hrsd to address incidents or other cases of course you can set up VA to enable users to create it requests or um check on an existing ticket and that can even be done with virtual agent Lite for our standard license holders um but one of the things that's really cool about the integration is enabling agent to employee chat so that an agent who is on the servicenow side from within a case can at the click of one button go in and initiate a chat with an end user to hopefully resolve a case pretty quickly um so so that's another quick thing that can be done you don't need virtual agent to initiate agent to employee chat you don't need Pro either so so that is a relatively quick uh use case in addition if you have service portal or employee Center set up you can integrate both of those inside of teams and obviously that makes it all all that much quicker for your employees to be able to get service uh employee Center obviously is is omnichannel um and and drives actionable and personalized uh intranet and employee com targeted employee Communications so it's it's a very valuable tool that can be used to notify uh employees of uh basically anything inside of teams and then you can access a more in-depth information by going straight into employee Center uh within teams so so it's relatively seamless and very quick and uh pleasing for for users um and let's see here so remember uh uh our goal here at servicenow is to unify The Experience an employee has while working across multiple departments within an organization and as you may know typically the experience it differs when when one goes to engage I.T versus HR versus perhaps workplace services or facilities versus legal right each of them typically will have their own portal and we're working on a way to build an enterprise-wide experience that's consistent and optimizes the employees experience for productivity while saving time um and unifying this digital experience matters because organizations need to find ways to keep their employees engaged and productive you guys probably know this uh because you're here um while we're doing that a critical aspect of uh a critical aspect is to meet employees where they are to better serve them and and that's what really LED servicenow and Microsoft to start working together uh specifically around this uh this integration and through the servicenow and teams integration your organization will be able to boost productivity and engagement no matter where or how your employees are choosing to work because we're delivering multi-department services and Journeys employees need through the workspaces that they use every day our foundation and Service delivery combined with Microsoft strength and collaboration enables employees to remain productive from anywhere and so from a productivity standpoint I want to spend a couple minutes looking at both agents and employees as um that's really where the the value of the integration um is is found before I do I just want to take a quick pause are there any comments or questions that we need to address also if anything yeah hey Jeff there was a question on Virtual agent light from James uh it seems like some folks haven't heard about Brazilian light so some material on the content or on the topic is is being shared out in Q a right now brilliant brilliant uh yeah thanks um okay well as long as that's being addressed I'll go ahead and move on um so just imagine how much faster and more satisfying the work experience can be for an employee when they can do more of their work inside of teams and the servicenow teams integration puts the power of servicenow in an employee's hands within teams with it whoopsie bear with me yep sorry technical difficulties here all right sorry about that um uh with it employees can quickly get help through a virtual or live agent they can get personalized information and manage requests all without leaving teams great right um one of the core capabilities that we've spoken to a little bit and we'll get into more is is the virtual agent integration with teams uh VA light since it's come up really is a limited version of virtual agent that's available within itsm standard it allows users to do uh two pre-made conversations around checking ticket status and Reporting an issue and in addition they can try to they can request to speak to a live agent so it though it's not customizable but does enable those handful of capabilities virtual agent itself allows employees to quickly uh you know get information and resolve issues do these routine requests and transfer to a live agent I think with virtual agent it comes with 80 plus pre-built conversations that can be used out of the box or customized to meet your uh needs and of course you can add additional conversations so it's pretty Limitless in its capabilities and um as we move on though uh talking about uh the the agent uh the servicenow and teams integration supports uh speed and efficiency for the agent it really helps uh agents to focus on complex and high priority issues and enables them to resolve cases faster they can kick off teams calls and chats from inside the servicenow interface and really Leverage The Best of Both platforms also uh case deflection is supported through virtual agent uh being ready to support um the most common requests and that can of course turn into a significant Time Savings uh and we talked about agent to employee chat this can either come about through virtual agent doing a live agent transfer or an agent kicking off a chat directly to an employee you can basically see the servicenow side on the right and the employee inside of teams on the left it enables uh chat history to be saved inside of servicenow for record keeping and uh retention um also uh the chat history can can be shared um so live agent uh chat agent to employee chat is is a critical component um oh and here we go we're already to the demo so Richard do you mind to uh come in and share um share some of the finest uh live activity absolutely so let me go ahead and get Sharon here thank you so much Jeff all right all right so what are we looking at here we are looking at Microsoft teams inside of the web browser a couple things to keep in mind as you watch this demo the users are going to have the same experience whether they're on the web app the desktop app or even mobile so these Integrations that you see today also come with spokes and those spokes come with actions and they're reusable inside of flow designer for any of your processes so keep that in mind as well the function functionality isn't limited to the Baseline Integrations or demos that you see today with that let's go ahead and get started we are looking at Joe employee again inside of Microsoft teams in the web browser we can see the servicenow for teams app pinned here on the left hand side organizations do have the capability of rebranding this so you can change all the images you can also change the name of your Bot to whatever you want whether it be Toby Tim Alexa Sherry it can be any name you like so Joe is here in teams and he needs something so he's going to engage the virtual agent by simply typing hi now by typing hi that brings up what we call promoted topics in the Tokyo release you can have up to six promoted topics displayed as buttons If you have more than six then it'll show as a drop down as we said Joe needs something so he's going to click on submit a request the first lady is going to say okay great what are you looking for we're going to say we're looking for that iPhone and it's going to work directly with that servicenow security and bring back only those items that we have access to so your users can't do anything in this integration that they couldn't already do in service now so it's brought back some items for Joe here first of all we got back an iPhone 5. that is really old if we're running the org on that we need to talk to the CIO let's see what else we got iPhone 6 case so we know people are still running around with those there's that iPhone 13. that looks promising but let's see what else we got got that iPhone 5 cable of course going way back in time to that iPhone 4 cable and of course the none of these options so Joe saw what he wanted he wants that iPhone 13 he's going to go ahead and pick it out there and it's going to come back with the description of that item validating that this is what we want everything looks good in the description so we're going to go down that happy path we're going to answer those questions or variables you're used to seeing in your requested items so Joe really likes that silver one he's going to go ahead and pick that and our follow-up question how many gigs of storage we won't get far around 16 or 64. so we're gonna go with that 128. we do have the ability to add attachments right here inside of Microsoft teams once an attachment's added here and the tickets created it'll automatically be uploaded to that ticket inside of service now we don't have a request or an attachment for this particular request right now so we're going to go ahead and click no and follow up that make sure we didn't learn anything new before we submit it we'll go ahead and click yes and we'll get our confirmation back here that our request has been submitted now Joe can view this request right here inside of Microsoft teams without having to navigate away and since this loads up it'll give us that familiar portal view there's no additional configuration or customization to do here to your portal it'll automatically show any features and functionality um that you have enabled for your users out on your portal or your employee Center set of things including stage activity we can type a message we can manage our attachments and even see our additional details and we can see here that our conversation has ended now Joe being in a hurry he could utilize a pro licensing feature called natural language understanding they'll come in here and type in my laptop is broken that natural language understanding is going to pick that right up and it's going to find the topic that best matches Joe's situation so using those utterances from my statement my laptop is broken it came back with the topic of hardware issues yes laptops piece of Hardware we're having problems with it click yes go down that happy or unhappy path depending on how you look at it first off first thing we get is that incident deflection right those knowledge articles those catalog items we want to see if we can deflect this incident right away there are other forms of incident deflection that we'll see a little bit further on in the demo including things like instructions so we can click on show more here because we got three out of 11 showing or like I said Joe Zone a little bit of a hurry so he's going to click on all set and again checking for that instant deflection so we're going to go ahead and say no and would you like to open up it ticket yes please so the system knows that Joe has multiple computers to sign in we want to know which configuration item he's having issues with we're going to say it's the IBM here and that's going to go ahead and create that Universal request for us if your organization is not using Universal request that's okay because it will just open up an incident if you're not using Universal requests so we do get a follow-up question you notice a notification popped up here that stats changed to in progress so somebody picked that up it's good to get those notifications in teens and out of our email so is there anything else we can assist you with we can keep on down the path of productive work for end users by asking them if there's anything else Joe does it have anything else right now so he's going to go ahead and click no our conversation has ended there and you remember that phone we submitted what about those approvals so we got any approver over here Annie is on her mobile device she got a notification on her Microsoft teams that she has an approval waiting for her this approval is what we call actionable notifications actual notifications are not limited to approvals it is a baseline functionality that does come with the integration with Pro licensing so with that Andy's going to go ahead and approve this request we're going to type in approved and hit that approve button and we'll get a confirmation that is sending our reply and an update that our approval was successful so Joe's well on his way to receive that phone but Annie is a busy lady so she's going to go ahead and get back to work here we got that approval done for Joe so we really need to talk to somebody Joe's in a big time hurry and he just wants to talk to a live agent again we could engage the bot by typing hi there's our good notification that says our request was approved again pulling those out of emails get them into teams helping it flow a little bit better um but he's going to come in here and say well we're going to say live agent and utilize that natural language understanding um to pick up that particular topic with that comes up you want help with live agent support that is correct go ahead and click yes and we get some information here we've got about one minute got an opportunity to cancel the chat however we got Beth Asian over here she's in the service operations workspace and she saw that request to chat come in so she's going to go ahead and accept that and get chatting with Joe so now we're chatting directly with Joe we have Beth inside the service operations workspace and Status service now and Joe inside of Microsoft teams so we could utilize quick responses or type hi and let's see what Joe's seeing over here so he's had a couple things happen Beth England has joined our chat we have our default messaging and where Beth said hi we'll go ahead and respond hi the printer is broken you have the opportunity to a mask agent names here if you like if your organization requires that so you don't have to have their name on display let's go ahead and pop over to Beth and see what she's seeing here all right you see the printer is broken Beth has some opportunity here so with quick sections um and part of the servicing opportunity Suite is the notify um I'm sorry notify for Microsoft teams um app and that brings in a team's call for us so if this chat isn't working out we can start a call directly with Joe right here I also have a couple of opportunities to help Joe help himself through autopilot and he said the printer was broken so let's go ahead and initiate that autopilot printer issue and we got Joe started on autopilot he can help himself with a little bit of oversight from Beth but now he's on autopilot Beth can go ahead and answer another chat answer a phone call do somethingproductive for the org if Joe is struggling she doesn't have the opportunity to turn off autopilot right here all right let's go ahead and take Beth back and see what Joe's seeing we can see that Hey Beth is enabled the virtual agent to help you out and we get our first question so which type of issue are you experiencing we'll say well you know the printer doesn't turn on go ahead and submit that and here's a different version of incident deflection where we provide some instructions to the end user verified it's plugged in hold down the power button to reset it if it's turned off turn it on again and Joe found out that these steps worked for him so he's going to go ahead and click on yes that worked for me all right with that Beth was able to get him resolved and we see that the the topic completed successfully and autopilot is now off Beth can end this chat a couple different ways by closing the tab clicking on a chat or joking and the chat by simply typing by there are timeout features built in here there's a couple different ways you can handle timeouts you can have the are you still here messaging or you can have the plane it looks like you left so we're gonna end this conversation so keep that in mind somebody who walks away the system will recognize that that they're inactive and take the appropriate actions to end the conversation so we have a couple selections here we can end the chat or cancel our request to end the chat so we're going to go ahead and end the chat because we have fixed our printer all right guys that is the basic overview for the employee experience we'll get a little bit deeper into fulfiller and major Incident Management coming up shortly and towards the end of our time today we'll get into employee Center so I'm going to pass it right back to you Jeff thank you guys very much Richard nice one thanks man hey there were a couple questions that came up and awesome I've been trying to help answer some of these I know you and um should have been doing as well do you want to highlight some questions uh perhaps around the demo itself yeah sorry about that um so one question that came up from Karen was is there approval being done via notification um the follow-up to that was um the question was because they uh we're trying to figure out how to update servicenow via teams and today they're using web hooks to see tickets via teams Richard you want to take that one uh say the question one more time for me please uh yeah let me I think it was answered a lot and clicked on answered live so let me just find it real quick uh it's around web hooks right it was around web hooks it was around the notifications via teams Okay so yeah go ahead yeah so for web hooks they're they're enabled for uh teams channels so you can utilize web hooks inside of flow designer um to shoot off certain messages including um incident or change or problem details those kind of things or you can have custom messaging built in there I hope that helps a bit yeah we'll wait for Karen if she has another question we can we can always pick it up then um another question came from uh eugeno which was what is chat autopilot and um I think it's the first time that this individual has heard of it so chat chat autopilot allows you to um like you saw um Place those users on autopilot and you do that by enabling your virtual uh agent topics for autopilot um so they can be kicked off um by the agent hope that helps okay and uh I think another question and we can probably move on and I'll help try to answer these asynchronously is uh Kevin is a government servicenow customer and they're just trying to figure out if there are any gotchas when it comes to integrating servicenow in Microsoft teams um so so uh Jeff here I'll try to speak up speak to that you know there's a couple of different environments that uh are supported around um GCC GCC High those are both supported with the team's integration um but there are some uh FAQs and some documentation around that um I'll try to find that during the next demo and um put it into the chat uh for Kevin um because there are some there I don't want to say that they're gotchas but there are some specific guidelines and guidance to to doing the integration um and to functionality available through the integration so so thanks and um let me yeah if we could do that and I'll try to pop it back into the chat okay so we're we're a little bit more than half past here folks so like uh awesome said let's continue uh thanks again Richard man that was a fantastic demo so let's go ahead and roll our second poll question please Aisha thank you right on it um what is your organization doing to support major incident remediation today um are you potentially using servicenow already do you have a different vendors tool or or perhaps you've got something that's homegrown so let's give a couple minutes for that or sorry uh give folks a couple seconds to respond to this poll question thanks you guys so we're seeing a lot of people about 77 percent using servicenow major Incident Management that's great three percent on other vendor tools and 20 ish percent on homegrown tools all right let's go ahead and um cap it there okay good good amount of response um thanks to those who participated and thank you for you're in for for your uh response so let's go ahead and get into this little bit about the remediation or sorry major Incident Management uh capabilities available uh inside of uh with the with the team's integration so when servicenow and teams are integrated agents will have the ability to kick off a team's conference call uh through through uh inside the major incident workbench so they can include internal uh subject matter experts uh other um users that may need to be uh participants all again directly from servicenow and those users will get uh notifications within teams to join a call this really increases communication to allow incidents to be closed faster in addition the same capability enables a notification to be sent out to a team's Channel about the major incident and its status all with just a couple of clicks it's very powerful functionality and I believe we have a demo of it so Richard I'd like to bounce it back over to you please all right Jeff thank you very much okay let me get one second hearing make sure I get all the right windows up and I'll go ahead and get sharing stuff oh you gotta hit the share button yep there we go all right here we are we are logged in as Diego as the major incident manager and we are on the major incident workbench for our major incident employee payroll application server is down so the first part of the Baseline integration is on the communicate Tab and allows us to provide mass communications to the org um about a major incident that might be happening so we're going to go ahead and initiate one of our tasks here we're going to say we're going to notify our teams we're going to utilize the Microsoft teams notification go ahead and click next you can add our users here just as you're used to doing inside of the major incident workbench we already have some people that would like to send those notifications to again we can utilize groups or those kind of things go and get that created it's going to create that task force and we're going to compose our message so that our pop-up shows up here it comes we're going to say uh the system is down go take lunch all right we will go ahead and got that shot off we'll pop over to Joe really quick here we can see Jill got our notification right here in the service now for teams app that employee application server is down as our incident this has a button to view the details Joe's an end user so it's going to tell them hey you don't have access to this um but Beth here is a the filler so we can pop over to her teams kind of see what that looks like there's a couple different ways you can handle um those pieces coming in so um Beth again is a fulfiller she's also assigned to this major incident so she gets notified of those communication tasks being open opportunity to view the workbench and she also gets that notification when you click on that YouTube deals it does open up a new tab in this instance uh just because if you're working a major incident you probably want that full view not trying to manage inside of that little window inside of teams so it does pop out and you can configure it to where it pops out here we got the employee Center um but we could get the ticket details I recently changed that configuration so that's my bed that's on me uh let's pop back over to Diego here and we got the collaborate tab so the collaborate tab allows us to collaborate create and create create those conference rooms for everybody to join you can see over here on the right hand side we've got our active folks and our on-call folks we can see Beth is one of our on-call and that's a little bit important and we'll show you why in just a moment so let's go ahead and get our conference created and call this our war room and check conference right there we'll go ahead and click next you'll see we only got Joe employee and an Annie approver in there so we're going to go ahead and click add all right and we can initiate our conference so we got best hanging out here over on the all call and we can see that servicenow automatically and add those folks that are on call to the recommended area over here so um we don't have to necessarily dig around and try and add them it's automatically going to add it to that recommended piece for us so let's include Beth let's look cute blue Joe and of course Annie so we do have a couple options down here we do have the opportunity to change the title um or also include a brief message so we're going to say please join the call and we're gonna go ahead and initiate this fair warning ahead of time there's going to be a lot of noise on my desktop from everybody ringing I will try and quiet that down as much as possible um but let's go ahead and give it a go a lot of things happen here we we can click here mean chat we can join the mean chat you might be hearing everything ringing now so let's get on that real quick We Got Annie over here she's on her mobile device she's going to go ahead and answer that team's meeting call let's get over to Beth and Joe we can see Joe has it right here so he's going to go ahead and accept that and we have Beth who's gonna accept it as well now I'm gonna mute my microphone because this tends to make some background noise but it'll just be real quick be right back thanks Richard all right oh right we got everybody muted on the call I think sounds good all right so if I if I start talking we get a lot of feedback but we can see we have a couple things going on in this call first of all we got the service down meetings bot servers down meeting spot is here to record information about this call and we'll go over that in a little bit more detail but it gives gets the started stopped who joined who didn't join and how long people were on the call see We Got Annie approver in here Joe employee and we are loaded in his bed now we do have um part of the servicenow for team Suite is the meeting extensibility app and what the meaning extensibilia allows us to do is view those communication tests and incident details right here inside the meeting now it's taking a sweet time loading up it might be because I have so many connections going we're going to get Annie to leave here we'll close this out and try one more time there we go got the incident details um we can navigate directly to the workbench we have our communication task and we can also share this to the greater team so we can see now that we're sharing this load up here now we're sharing to everybody on the call so I'll go ahead and shut that down we're going to pop over to the actual chat for this call and we'll do that in our bigger chat window here let me kind of move things around a little bit um and show back up I'm gonna come out of the way and we've got that war room chat opened up so with that war room chat we also have the serviced down meeting details again the the incident details and those communication task details right here inside of teams so means you're incident going down and let's go ahead and in this call so we can get into the incident details we'll pop back over to Diego I'm going to drop everybody off of the call there we go we do have a couple of things here you see we can add participants we can see who's inactive or active on the call and now our call has ended not our calls and it we can view the activity from this call so we're actually we can view that activity right here inside of a pop-up but we're going to navigate to The Forum here so we can drill down a bit into the data all right and as I promised we have the start time and dates and time zone we also have these um finish time date and time zone there so if you have somebody in Los Angeles that started this call assembly in New York that ended it it's going to tell you that we have our call duration our participants so we can see Joe Annie and Beth join how long they were on the call for and we can see Diego didn't join the call very useful for holding people accountable to joining major Incident Management calls as well as vendors so on the conference call tab we do get a little bit more detail on this conference call record so we get to see here everybody who's on the call if they're active muted um how long they've been on the call and when they were notified to be on the call would be our created date and we also have the notify recording this integration automatically adds a link to the recording to the record so it's already there no more having to hunt that link down to add it to your record it's automatically going to be associated with that major incident hey Richard if I could a question here um can we send a meeting invitation to Outlook as a calendar invite I think I saw that was an option can you confirm please yeah you could utilize emails it just depends on how you build um your channels out I only have two channels which is a group chat or a conference but if you do have those channels available you can utilize emails as well awesome thank you all right so we do have one more piece to this was there another question out there um this is a couple of here Jeff yeah go ahead uh so first one is going to be the can be created by servicenow awarding under about this be modified um and I think the question is the syntax is a little too uh long and then um yeah I don't know the answer to that one Richard I'm not quite sure what piece we're speaking about yeah if we could get some clarification on that I'm I'm it's tough to know exactly where that was seen okay and then uh another question let's see is Major Incident Management uh plug-in included with itsm standard happily yes it is absolutely it just requires the notify plug-in along with the integration all right let's see there's a few more questions here uh let me see if I can find some good ones otherwise I'll try to answer them asynchronously no that's okay I'm running up on time here and I got one left okay I need to share so um with that notify for teams app comes to functionality to be able to collaborate with people um out there on their records so Beth is doing some works you clicked on this uh Incident That's assigned to her from Jill employees saying hey my laptop's broken you can see the summary there's not a whole lot going on in the activity you can view the details of the incident not much in the description so let's talk to Joe um and figure out what's going on we can utilize the collaborate button right here in our service operations workspace um to communicate with Joe inside of teams so get that loaded up here it'll give us a big glaring option here that we can start our team's chat um we also have the opportunity to initiate teams chat from the additional options utilizing this options gives you a a few more things you can do so first of all we can bring in Joe employee and we can see his status in Microsoft teams again this is in a servicenow status this is his Microsoft teams test and we can see that he's available if we wanted to try and include uh his co-worker Angel we could see that angel is offline inside of teams we also have the opportunity to add entire groups to this chat as well so we can search groups here in the search or our default groups or any assigned groups are automatically show points also if this ticket was created by another user board Joe it would also show them as an option here as a recommended piece we do have some additional options we can change our chat title our opening message and tell it which client we want it to open up in we're going to stick with the web client uh because I don't want to conflict with my servicenow stuff so I don't have it hooked up to my desktop client but we'll go ahead and initiate that chat you see Microsoft teams tab will automatically open for Beth so let's pop over to Joe really quick and see that he's received a notification here that Beth would like to chat so go ahead and click on that that's going to type our Joe's going to type hi and Beth is going to respond to them hi and Joe's gonna say this is top secret I didn't spell secret correct but that's okay do you guys get the point there um so once you've had that conversation with Joe you want to make sure that these chats are a matter of record this Baseline integration does come with automatic Imports so automatic import will already be set but you can still utilize a manual import feature and also you can turn off the automatic import if you just want to use the manual import feature with the manual import feature it does has some pretty cool functionality where we can reach across conversations and across different tickets and show you that as soon as we get those chats loaded up there we go there's our chats that we just had with Joe um you can see we could show conversations related to this record so if we had a major incident a problem a change any other record that had Associated chats with it um they would show here we can also bring in conversations from any um conversation that we're privy to or have access to so you can see there's a whole bunch of War Room chats in here you see that there's that one payroll servers down so we can bring in those conversations as well we're gonna stick with our current ticket and our current conversation one last piece of this is you can deselect messages so Joe Joe shared something top secret we don't want to bring that in so we could import that here clicking in in part we see that hey is successfully imported we can pop back over to our ticket and we can see that instantaneously it brought those chats right into our activity log so I'm going to go ahead and end there and and kick it back to Jeff I don't know if you want to take some more questions or move forward onto employee Center but thank you guys so much I really appreciate it Richard thanks man this was a great great demo um we did have a couple questions here and the one that I was looking at was around if what happens when someone leaves an additional message in the team chat after the incident's been closed or resolved as teams allow the chat box to stay active oh it does not it kicks you out of that chat so they cannot return to the chat um and type anything in there they can re return to the chat and see the history there um but however they'll get the teams messaging that says you have been removed from this chat and you cannot message so unless that tickets closed done is done thank you and seeing another one from Mike around if you're using VA and from an interaction try the quick action you know slash teams underscore call is anything special required to be installed other than configuring teams if the meeting does not relate to teams and virtual agent I apologize for the question so can you speak to the quick action setup please yeah so the quick action is part of the nodo fiber teams application um which is under the service now for teams larger application um so all you need is the notify routines app and it's automatically going to put that quick action on there and what it does is it works through API to create a conference room for you it'll provide that link inside the chat and it'll also call the user inside of their Microsoft teams instance whether again they're on mobile desktop or web so um all that's built right into the integration and there's nothing extra you need to do besides the integration itself thanks all right we're we are bumping up against time here so let's go ahead and move on and run our third poll question please Aisha uh asking if folks are familiar with employee Center please let us know um if you are familiar with it and as people are starting to respond I'm seeing a good mix of people who are very familiar somewhat and not familiar um let's go ahead and here at the 20 second Mark let's go ahead and end the poll we've got about the quarter people are very familiar half are somewhat and a quarter people are not familiar so uh glad to see that uh as we're going to talk about it here briefly we just have a couple minutes folks but wanted to really convey that um uh servicenows employee Center came out just about a year and a half ago and it's a multi-department Enterprise Service delivery platform that includes capabilities to engage employees with targeted Communications and personalized content we're trying to increase engagement and satisfaction with these employees so the screenshots that are here show that employee what employee Center looks like in the browser and in Mobile however employee Center is designed to be omnichannel so here's what the portal looks like embedded in teams and as you can tell uh even though it's a little bit blurry you can kind of tell the whole portal is visible without going into a browser View and in addition to having the integration inside of teams employee Center is also available through an integration with Microsoft Viva office and Outlook um and in addition to that virtual agent that we've talked about I think quite a bit here is also available directly inside of employee Center so it's quite powerful in terms of its ability and the real estate that's available inside of teams you can really get in there and use the whole thing it's available on mobile and there's just a a whole boatload of functionality that's included and I'll show this briefly um because I think we've got a couple minutes uh one of the really cool things that comes with employee Center Pro is the ability to post targeted Communications to employees so I want to highlight this real quick um basically administrators can add Communications directly such that they appear in a user's team's activity feed as you can see uh here uh you know you would normally if this wasn't clicked on you would see the Red Dot which you know calls people to to view the notification so for example if there's a new device policy that needs to be shared with your user base you can initiate this communication in teams such that it appears there in the left Rail and when a user clicks on it they'll stay inside of teams and view the details inside of employee Center much in the same way that we see here and so again this capability in particular is part of the employee Center pro package which comes with hrsd Pro or is available as an additional SKU for itsm customers um thought that was really uh cool to show um before we get to the last little demo I wanted to put up one final poll question about if you'd like some help in terms of integrating servicenoweth teams we have a lot of resources available in writing you know through our community product docs Etc uh we we have services that we can help connect you with or there are partner services available as well but uh just want to see and I believe that there's a capability within this poll to provide your information if you're looking um to to uh for some additional help so I'm going to go ahead and move on and thank you let's leave that poll going for a little bit I'm going to go ahead and move over here to show just for a moment uh what what it looks like and I know that we're inside of five minutes so as you can see here this is uh basically what employee Center looks like in teams we've got our customized bot Alfred right it's it's posted here in the left Rail and here we've got this multi um uh Omni Channel like it's not Omni channel here but we've got multiple servicenow products right um and and information that are included there's a lot of servicenow content in here as well as um content that's housed outside of servicenow so it's not limited to just what's inside of servicenow and you can have information on here that would be available to help for whatever you would normally use an internet for in this case you know we're pulling up a little bit of information about how to request some things on for employees that are doing some onboarding in addition on it's just looking here at developer Services you can find articles and request different things so right this brings uh helps really speed up the ability for your users to request particular items I think here I don't think there was much I was going to show inside of legal but in terms of site safety I think there's a lot of other items to request not seeing any articles here but I think you get the idea and this is just really the tip of the iceberg I'm sorry we don't have more time to show what's available in employee Center but we've got if you're interested please let us know and there's a ton of capabilities I think as we look in Our Deck as well we'll share this slide it's got employee center community and product docs listed so if you want to learn more about employee Center that's where to go we've also got a host of information here around the team's integration virtual agent and employee Center so with that said I'm gonna uh also if I'd like to kick it back over and see if there's any remaining questions that we can try to address in the time that we have left all right I think for the most part some of these questions were well required a little bit more time so I don't think we'll get to them right now um let me see let me see if there's any good ones that we could uh good in the sense that we can answer now oh I I actually see one here this one around uh uh I implemented uh this six months back it was supported only for the Office 365 tenant and not for external users is it implemented now for external users like a vendor that can be invite invited for the mem call so I believe in Richard I please correct me here we have now capability to invite guest users for chat so that use case is really around if if uh if an organization say outsources its i t Services you can um connect the teams tenants so that the tenants can speak together via chat but my understanding is that the call is not supported today um I think that may come up but it is it is definitely supported for chat so the vendor I.T agents can can kick off chats with um uh end users of the The Host company but again I don't believe that that's set up for for calls today and so forward-looking statement here it is on the roadmap um to have a baseline integration for Azure Communications so Azure Communications is the backbone of those type of telephony calls for Microsoft um and so it is on the roadmap thanks is the integration between teams in GCC and servicenow fedramp approved the GCC and GCC High are fed ramp approved we'll need to get um I shared some information earlier in the chat on um some some FAQs and I believe the that information is probably worth checking out um we've got a bunch of uh veteran customers that are using it so it must be approved Asif do you want to take us through here for the next couple minutes please uh yeah so I think uh one last question I think what are the prerequisites to switch on Microsoft teams integration on now and on the Microsoft team side so I think the resources that we shared on the previous slide are going to be worth exploring as well as our community site and docs uh that should help walk you through all of the prerequisites to make to enable teams with uh service file indeed awesome thanks for that and you're right we're right bumping up here on the top of the hour so we need to stop but thank you guys so much for joining us this was a wonderful call Richard and Austin thank you so much for your help this was terrific uh we'll try to reach out to to the audience with uh we'll we'll be posting the recording and uh we'll have additional webinars and meetups where we can get into topics in more depth in the future uh thank you guys again for joining thanks to all the Aisha thanks so much for your help as well and we'll see you on the next one have a great day