welcome everyone to today's process optimization Academy session it's it's Utah release week here at servicenow which is every new release is always exciting for us for those that missed it we covered all of the enhancements to process optimization in Utah in our last Academy session so you can go find that recording on the community site today we're going to take a bit of a deeper dive into one of the important enhancements that came with Utah the process optimization for field service management I've got a special guest with me here today Rob Schaefer director of product manager from the field services team he's going to lead us through that portion of this cup the discussion help us cover the content in in more depth than I certainly could um and just a couple of logistical things uh reminder that we've moved the academy sessions to once a month and 23. we're trying to augment the content in different ways this year so we released those those use case series or the use case series on the community covering some some specific use cases to help you get started with process optimization so so far we've released things like multi-hop analysis rework analysis Channel analysis I hope to get an on hold reason analysis use case out there for you guys next week and then another one around SLA analysis out there the following week so if you haven't already checked out those use case posts please do and look for some new ones coming out shortly and comment on them and comment on them thanks Rob uh and let's quickly get the the academy Logistics out of the way um so for those of you uh that are new uh here the purpose of these sessions are to help us all get better educated on servicenows in platform process mining capabilities uh we'll provide how to's practical guidance and use cases product updates and and just as a group exchange ideas and collaborate so we all continue to get better how the sessions are structured and how they work is we have a scheduled topic that we usually cover for the first 20 30 minutes or so although I typically go a little bit longer as much as I try not to we then open it up for questions on that chosen topic for the session then we open it up for questions above and beyond today's topic sort of an office hours type environment these sessions are recorded and eventually posted on the community along with the slides and then finally during this session feel free to post your questions in the Q a section uh there'll be opportunities to come off mute and I'll allow you to come up with me to for some reason you aren't able to unmute yourself later on um and then for the situations where we don't have an answer for your question immediately we'll follow up and post them to the process optimization Community page or maybe we'll use them as a topic for a future session now this is the slide that says anything we say and do here today can't be held us and held against us in the court of law it's also the slide that says hey as part of these conversations if we make any forward-looking statements about what may be coming with future releases of servicenow you should take them as forward-looking statements and make no decisions based on them whatsoever because they're always subjects to change I think I have the same slide you too we can Breeze through it when we get to your apartment um now uh just introductions uh many of you know me already my name is Dan Grady I'm part of the product team specifically focused on process optimization but I do have a special guest here with me today Rob Schaefer and Rob you want to take a minute to introduce yourself yeah absolutely hi everyone I'm I appreciate Dan uh you inviting me or or hurrying me into present I'm the product management director for the field service product at servicenow I've been with the company a little over five years but I've been doing supporting field service organizations for a little over 30 years so that picture is at least 10 years old but uh it's it's probably about as good as you're gonna get for me so I keep it up there um I'm I'm ready to take over at any time Dan unless there's anything else you want to say now we've got a couple of other uh slides that we like to do before we get into the meat of the content here today excellent um so just from an agenda perspective this will help you rob too uh we'll do a quick little process mining 101 as we always do for those folks that may not have joined us before so you get a sense of the value of what process mining can do for you and then I'll pass the ball over to Rob here to cover the Deep dive on process optimization for field service management here I'll go through some slides I'll do a quick little demonstration we'll get your questions answered and then we'll talk a little bit about how you can get started with process optimization and share some additional resources above and beyond what we cover here today as always the quick process mining 101 for the newcomers so with everything we do there's a design and desired path in our minds for for how it should work and how things should play out whether that be planning a a session like these Academy sessions that we're going through or workflow and when you design things you design for both efficiency as well as completeness to provide the best experience possible for as many people as possible now as you probably know unfortunately what we designed isn't always what ends up happening in reality the reality is that not all work flowing through a process is going to take the optimal path and that's going to have a negative impact on the experience that both employees requesting the service have as well as the people that are actually working the process at now identifying what has actually happened within our workflows and then improving them isn't always the easiest thing to do what in platform process mining or process optimization allows us to do is use the audit log data that's 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 is going to help us accelerate our ability to identify inefficiencies non-conformant process activities and Improvement opportunities so process on mining is going to give us the ability to answer process questions that historically have been really challenging for some of us to answer so where traditional analytics will allow us to answer a lot of the the what questions about what's going on with a given process process mining is going to help us answer the whys so things like where is the process getting stuck where is unnecessary rework happening where are tickets ping-ponging between groups where aren't we conforming to the process that we've designed and all of these things historically very difficult to answer and act upon and now they're going to be available to our servicenow customers in just a couple of clicks uh we like to say that process optimization is going to get you to the why behind all of those kpis that have you have on your dashboards and in doing so it's going to empower everyone in the process to make data dividend driven decisions that alliteration is sometimes hard for me to say about which improvements they should be prioritizing and making all right on to today's topic so for those of you that aren't aware process optimization has been available for itsm customer service management HR and app engine workflows as of the Tokyo release but in Utah we've expanded the coverage to field service management our overall vision is to make process optimization available for every workflow on the platform so if you're you're interested in applying process automation optimization to a workflow that we don't currently support please let me know or post it in the community that type of input is what we're looking for from our customers to help us prioritize which workflows that we should be focusing on next all right Rob your turn I'm going to pass the ball over to you now to take over all right everyone uh I guess I was jumping the gun a little bit early but I'm excited to be able to uh to share our story our messaging with you as well um so to me um process optimization is just such a logical and obvious tool to support field service management um we already depend heavily on the audit log the audit Trail data particularly in regulated Industries you think of medical device Financial Services oil and gas Telco there are a lot of regulations that organizations need to follow and be being being able to track the audit Trail on different transactions is critical when there is a for example an FDA law FDA audit you need to be able to reverse engineer individual transactions so that audit log is really powerful and that adds so much value in or it's the foundation for being able to um identify those processes work through those processes identify those those gaps so with that in mind of course I have the Safe Harbor for forward-looking statement Dan has already covered that so I'm going to go right into into my presentation so process optimization as it applies to field service management allows us to improve the operations of our service organization the teams um it it gives us visibility to those processes uh just as Dan showed in that beautiful Iceberg slide what's what's beneath the surface what are those delays what are the bottlenecks how can we connect our kpi Trends to those processes right traditionally we we manage against our kpis we look at them that's really powerful to be able to see them and we can drill into them to some extent but you're not really able to analyze them so process optimization gets us to the 10th degree deeper so that we can support those processes identify those bottlenecks identify the root cause of them as well um so that we can implement the appropriate corrective and preventive actions at times to um address those issues and improve the overall service operations and um Bill McDermott um has stated how it's important to improve the customer experience but it's really hard to improve the customer experience if you're not first improving the employee experience so if you look at this slide for our field service business drivers we've got those improving the customer and employee experience as our book ends and within there we're working on those things that are decreasing costs increasing revenue and kind of everything else Falls within there so by truly understanding our service processes with something like process optimization by identifying the exceptions the bottlenecks it's a powerful way to make those across the board improvements to your service organizations and when we focused previously or we mentioned about how important it is to improve the employee experience on the right let's think of those field service users right we've we've got the more back office operations people who set up our uh Dynamic scheduling rules our preventive maintenance plans our territories and our dispatcher who then manages the assignment of work and the team's schedules and then the technicians and contractors and how we focus on reducing the administrative burden on those people and here's just a smattering of some of the capabilities that help us support each of those these are just these are just features right but by implementing those features by having processes that are optimized for those features to meet a business need then in turn we can start addressing an organization's kpis right we can um uh improve or reduce overtime needs increase contract margins reduce billing discrepancies reduce travel costs and truck rolls all the things that are critical in a service field service organization and by default then we're improving customer set and net promoter scores as well and if you could comment in the Q a section if any of these service kpis are maybe more important in your organization hopefully one or two of you will will comment and I don't know from this audience how many of you you have a vested interest in your field service operations or not but if any of these kpis are important to you please please put those in the the Q a uh as a comment all right so to meet the needs of field service service organizations to improve that user experience to deliver on those kpis right we've we've delivered our field service management solution to make that work easier so the teams can collaborate the processes are optimized everyone can get the visibility they need to stay informed so whether it's self-service and Knowledge Management and appointment booking capabilities or the operations tools to manage your territories and Define your scheduling rules to integration with our project management to supporting your contractors to Outsource work to third parties to better manage your cruise to support the work order debrief process all the way through to the analytics and and predictive intelligence type tools we support all those uh processes within your organization so that audit log can be really really deep and um just a a a ripe uh has such great potential for mining that data and deriving value of that data so with process optimization on top of field service we can identify we can correct and reduce those inefficiencies we can reduce delays we can speed time to resolution because by improving those processes we're building a Workforce that's more knowledgeable more compliant and more efficient that means it's we're giving them the tools to speed time to resolution and get work more work done each day improve the first time fixed rates which means they only need to go out drive out to a customer location once they don't have to go out there triage and say oh I need these parts or we need a smarter technician and then a second truck roll happens right so we can improve that or reduce the need to dispatch a second uh truck for a trip and that improves both customer satisfaction and technician morale and the result is a lot of those same kpis that we talked about but now I'm I'm going to um I guess uh get a little bit self-deprecating right I'm not a financial genius I have a degree in journalism so we're going to do from some simple math from a simple mind so let's say that we use process optimization and let's take some assumptions that an organization has 400 technicians at a fully burdened rate of like 65 70k a year that boils down to about 56 cents each minute now if we can prove out with process optimization that we can shave 16 minutes of work off each day we can redistribute that work and that's going to result in faster time to dispatch on resolution more work done each day reduced work order backlogs reduced overtime and reduced SLA and contract penalties but financially again simple math this is just a Google Calculator 16 minutes a day at 56 cents a minute times 2450 working days times 400 technicians is almost 900 000 annual savings just in that that's not including what you're saving by reducing that over time or reducing those SLA penalties it's just by um redeploying those minutes and getting smarter with those minutes that you're saving so by by doing something that seems so innocuous and and so small 16 minutes doesn't seem like a lot right you you're saving in this case almost close to a million dollars see how see what I did there I said close to 900 000 and now I'm saying close to a million pretty soon it'll be 5 million all right so to take that a step further let's talk about what we're doing with process optimization and in a few minutes I'll actually be showing this live to you so what we're actually doing then is we are looking at the types of data that is important to our organization right um so for our organization of course in field service we're focused on work order management we may want to look at our projects our cases our incidents problems changes the transaction type data because that's where you're going to have those those audit logs of that data and from there traditionally we'd look at our performance analytics we can view some of that data and then with process optimization we can go in and we can identify we can identify where those bottlenecks are we can get into that root cause analysis find out the underpinnings the underlying issues and then act by taking by deploying the appropriate corrective and preventive actions and we have continual Improvement management which is a really strong connection from process optimization right this allows you to see what's going on but you're not actually able to act on that data how do you actually take that data that you've you've finally Uncovered what's going on and say well we need to fix right continual Improvement management is that connection to allow you to actually do that that that fix so again if we look at that service operations data and we can get more granular into things like maybe our maintenance plans and our technicians and our schedules because there's there's data that we have about that audit logs that we have about that as well now we can use process optimization to look at where those gaps are occurring what the traditional paths are what the exceptions are to those I'm sorry I went back a little too far what those exceptions are um what the bottlenecks are and drill down into those to identify the root cause the root cause might be hey in a certain territory we don't have enough Crews or we're too dependent on our contractors who aren't as knowledgeable on the process and so from there based on our root cause analysis we might put into play the appropriate corrective and preventive actions which might be as low hanging fruit as hey update the knowledge base or or change um a uh preventive maintenance plan to include a few additional steps or maybe it might be to deliver training or coaching or upskilling our Workforce or realigning and redeploying the territories or changing scheduling rules Etc the point is there are hundreds of different things that an organization can do to correct and prevent depending upon what what that issue is and to take it a step further into our continual Improvement management we have a workbench where you can say here are maybe from um process optimization we identified those root causes and from there we can actually create a continual Improvement initiative maybe to uh we want to reduce the amount of time it takes to onboard a technician we found out that that is a significant process maybe we want to reduce our truck rolls by a certain percentage when you do that it will embed the performance analytics data on there I've got it up above here so you can actually see down below the actual tactics strategies tasks that I'm putting in place to help address that here if we're trying to reduce the or improve the agent technician productivity time for the on their tasks well there may be some things we want to reduce travel and to reduce the travel we want to implement certain functionality so here we're going to implement our field service radius based scheduling we're going to upskill the number of technicians by 20 on chillers because that was something we identified in the bottleneck as well we're going to implement task bundling as well and over time uh you'd be able to see these performance changes on a daily perspective so as we're implementing we can see how these numbers are improving or decreasing depending so again depending upon what your kpis are what your process optimization findings are you can put to put into place different things so if it's like you know our travel costs are an issue and we did some root cause analysis here are some tactics we might deploy Etc so there are a lot of different things that an organization can do so those were just a bunch of words Robbie but talking you've been talking um I actually want to see this in action so let's go into the demonstration and we're going to start in from a field service perspective we're going to start with performance analytics we look at some of the kpis we just want to know overall high level the number of open work orders mean time to resolve them the breach tasks are agent utilization level I don't have great data here right now but breached work order tasks seems to be significant it's been going up so let's drill in on that and it will bring us directly into process optimization and it will give me some insight into um we can see that there's 156 breach records taking five different paths their average duration their standard deviation Etc and we can look at breakdowns by teams so you can have different types of goals and kpis mapped to this in process optimization I'm going to take a breath Dan if there's anything that you feel you want to interject let me know no I'll just point out that you are using the Utah release obviously because field service management is available via available in Utah but you might be noticing that those goals and kpis that that dashboard capability the ability to embed specific platform analytics dashboards per project is something that is uh new in Utah before we were providing some out of the box capabilities for you or dashboards as part of the constant facts but you have much more flexibility Now to control the dashboard content that you're seeing inside of the submarine insights page for any project that you're creating with process optimization thank you and as as of two days that um uh Safe Harbor statement would have really come into play because we would have been showing you future product as of yesterday Utah is live so we're truly showing you uh live current release functionality so again we went from our um our our kpis and our performance analytics dashboards and from there we drilled in directly into process optimization to see some details that map from that that kpi around our our breaches and within there we might want to look at some improvement opportunities well why are some of these breaches because some of them are taking longer than the eight hours um from uh start to finish from work in progress right some of these tasks should not be taking eight hours maybe just the time from open to assign them is more than four hours so we're eating into those slas in that manner as well so those are some improvement opportunities that we can drill into and and do some root cause analysis on as well and cluster analysis and all that fun stuff the variation analysis shows us the different workflows or paths that our tasks are traditionally taking and we can see that most of them uh 93 of them are taking this path this more traditional path it's just they happen to be taken a long time right there's also bottleneck analysis as well that show us where some of those those bottlenecks are occurring and that's that's wonderful but let's actually go into the analyst workbench and start mapping out start identifying what some of those those uh bottlenecks and gaps really are and what the root cause is so um I can open up my modeling options and I can say well let's look at all of those impacted activities those tasks those 156 or however many um let's open up or expand the connections so that we can see this is really that audit log this isn't all the data it could go you know farther as well if I expand it but from opened or created into draft State independent dispatch Etc we can start seeing what those states are the number of you know tasks impacted by it we can hover on this and see the the distribute Fusion of all that as well now we might want to start comparing so maybe we look at for the Northern California technicians we'll just say let's look at this data for just our Northern California technicians and from there maybe we want to compare that we want to compare that to uh we'll we'll look at those filters and we'll say well let's compare this to the next largest group the San Mateo uh Foster City technicians and now as we start looking through this we can start identifying and looking what the disparity is uh between these as well so as we scroll down and we can even expand our paths for each of these and get even more granular and from there we can actually look at some of the the global metrics and I believe this is configurable as well Dan yeah those are just I mean we provide those eight to ten different types of metrics that you can see on the map out of the box so the the end user can choose which one is the more meaningful for the type of analysis that they're doing yeah okay um so from here maybe we see some disparity um from uh let's see from let's say pending dispatch to assigned right and we can look at um here it's taking an average of one hour but here it's taking um an average of uh I'm sorry over here 25 minutes right so this is the more efficient let's try to see what's going on has to do with when they're assigning it to the Northern California group and so we can look deeper and deeper into each of these and we can see that there happen to be a number of outlying records that are impacting this so I can click and apply uh the filter on these records so we've got that task running in the background um and from there when that data returns we can actually drill into look at those um offending or outlying records and see if we can get more meaning out of those records and maybe the problem is those happen to be true related tasks meaning we don't assign them just to an individual we're assigning those tasks to a full to a crew of two or more people or a crew of two or more people and equipment that we have to find inside that's a little bit more complex than just assigning it to an individual so some organizations will have predefined Crews all ready to go others maybe haven't deployed Crews or don't have enough pre-built Crews or might not have enough specialized equipment to um where do I find this now uh Dan the uh sure if you go on to the right hand side of the screen there's going to be the bottom one there the last one you get your little clock those are the scheduled tasks excellent so that's how I can view that result we can see the the filters that have applied and see the different uh chain details and and from there we could actually go into the actual underlying records uh that are associated with each of these as well so we've gone into just those five offending records and we can see maybe who they're being assigned to so I can select um and say show the records or run root cause analysis or cluster analysis or apply the transition so I can look at those five um I thought I said view um and it would pull up those five records and I could see that in this case those happen to be true related tasks that also require equipment so the system is now telling me we need to be better at crew related work we need to build some uh static teams uh that include the equipment we can identify here's the common types of equipment needs Etc so it's telling me what that result is and from there I can put in the corrective and preventive actions and assign people to create the appropriate Cruise within that particular territory or for that assignment group are NorCal technicians I thought you were taking a break there for a second um just for those that are joining us for the first time you may notice as Rob clicks on some of these uh filtering options or these running the records uh you see that it's kicking off a scheduled task uh one of the things that process optimization is really good about is making sure that we do no harm from a performance perspective to the the operating instance itself uh so we're using the shared machine learning infrastructure to do some of this ad hoc number crunching so it kind of freeze the instance up it doesn't it you don't have to be concerned about any sort of performance impact with process optimization that's why you see those little schedule tasks every now and then so here it gets me back to those actual um uh Records that are um the offending records in in this scenario so let me go back to uh f11 let me go back here so from there we'd start a Improvement initiative so continual Improvement management by the way maybe I also put some commentary in this and say um do some at mentions uh at Beth Anglin it appears we're having problems assigning when Cruise equipment needs are more complex right and then I would post that Etc but from there I would also create a continual Improvement initiative so here I can say I want to either link it to an existing continual Improvement or create a new continual Improvement initiative from there it would take the underlying report I can build out on the the process and the justification it would embed that report and I can put together the appropriate tasks or maybe it's not even my job to say well here's how we improve it I'm just here to say here's what we've identified in someone else runs with it but that's really the process running the gamut from uh performance analytics to process optimization which is really the meat looking at the the the mining that that deep data of the the audit logs um helping us identify those bottlenecks those uh root causes those those opportunities for improvement and then turning it into a continual Improvement initiative which as you may recall um then embeds the report allowing you to Define goals and details and schedules and targets and the tasks to complete those um initiatives those Improvement initiatives so with that in mind as a you know just as a reminder right we're using our tools we're using process optimization to improve the overall service operations to result in things that are going to get us faster time to resolution uh faster time to dispatch um getting more work done each day for for each user type whether it's um our back office people our dispatchers our technicians our contractors to improve the first time fixed rate Etc and these are just some examples um that that you might leverage this for so that's pretty much what I was planning on talking about today I know I'm going to have Dan take over in a minute or two um if you happen to scan our barcode there's a YouTube playlist specific to our field service management content here you can see just a couple examples so if you take picture of this from your phone it'll bring you directly to this playlist as well I'm leaving it up for a second just in case anyone chooses to uh take a photo of that but I believe we'll be sharing I'm not sure if we're sharing this deck or the replay or whatever but I want to thank you for your time I'm going to stick around for uh q a Dan I'm going to turn things over for to you again my name is Rob Schaefer product management director for field service and I'm happy to answer any questions perfect so I just open it up if you you want to ask a question and just put it in the chat or come off uh mute if you've got the ability to come up with me I'll just go over to the participants and and find folks that uh don't look like they're allowed to talk for some reason and on YouTube but anyone have a question for Rob or myself in general about process optimization give you a minute or two or if there was anything in the messaging that um you liked or didn't like was the uh Roi example valuable was the [Music] um uh was was the demo the most meaningful uh because I just talked a lot of gibberish up front and you just you were just here to see it um where would where would you like to see this go are there areas within your service organization that you could see using this too so we may have a question let's see don't we just Quentin had to drop all right but as we wait Rob I'll just let you know as I think one of the things that I found super valuable about your presentation was the piece of where you train the slider section where you translated kind of the inefficiencies to the potential door um right the process optimization is really good at helping you identify symptoms or inefficiencies but you also need to figure out then once I have the symptom what is the cure for that how do I act upon what I'm seeing so that I think that slide that you had around kind of hey here are some of the actions you might take whether it be in updating a knowledge article applying some coaching using some automation using predictive intelligence to get cases to the right place the first time all of those potential cures to the symptoms are really helpful for and I know that customers are always interested in in the ideas around how to act upon what process optimization is telling them so I appreciate you putting that in there excellent you know I think of performance analytics as recognizing you have a problem process optimization as recognizing what the actual problem is what the root cause is right and then continual Improvement management is that that closed loop to take action on that that problem to correct prevent yep perfect and and there's no one in this space that's doing it there are there are pure playing vendors that do this but traditionally you know I see us competing with uh CRM uh to some extent some some Erp players as well they they don't do anything beyond the um performance analytics type tools there's no um in platform capability that they have to do this level of not just the process optimization but continual Improvement management and I've presented this to uh industry analysts who on both those capabilities see them as groundbreaking in the field service um space and at minimum so I'm I'm excited to learn more from you Dan going forward because this is new to me as well I'm just trying to figure out what's going to be most important to my my customers and Prospects and um doing it based on their kpis is probably just the start yeah it's going to be once you start and this is for all of everyone I think it's it's eye-opening for our customers and us every time we turn process optimization on for a workflow in in the platform is just to kind of see the reality of what's going on I love watching customers see process optimization with their data for the first time um and then having those conversations about why some of the certain things might be happening it's always it's always eye opening just by going through this you know I started realizing wow there are questions I didn't even know I could ask I didn't know that they were there were things that would uh that I could get to that level of detail it just wasn't in the realm of possibilities and now that it is right my mind kind of hurts a little bit because there's so much there where am I going to begin and I think that um is going to be a a double-edged sword for our customers right we're going to highlight here are the Improvement initiatives right but there's so much more so much deeper that they can go so they need to go beyond that where do I where do I start the data that the data will be useful to help them prioritize that's the other piece of this is for a lot of customers they know where their inefficiencies are sometimes but they don't always have the data they need to help quantify and then prioritize which things to act on first so that's another another area of opportunity it's gonna kind of just start to wrap things up here today um one uh beyond what you learned here today there's lots of other resources out there for you one there isn't an on-demand training called process optimizations Essentials available on the now learning site if you wanted to do some additional learning on your own there's a really good now and now white paper out there on the community site for you that walks through how we've applied process optimization here at servicenow we've applied with about 40 different processes at servicenow to this point I've detailed some of the final needs across uh maybe five or six of those really good Forbes article written by our chief analytics officer BJ kotube you've probably found us via the community forum for process optimization but if you've not checked that out pretty much everything and anything you could think to ask around process optimization is available on the community form and if you don't find it there please post a question I check it every single morning while I'm drinking my coffee we'll get you an answer within within the first 24 hours of you posting a question up there I promise you that I mentioned the use case series earlier there's three use cases out there right now multi-hop rework and uh ping pong no that's multi-hop rework and channel analysis are out there right now I look to be adding SLA analysis as well as something around on hold reason which is a common use case we're seeing customers explore across this optimization and then if you wanted to just dig into kind of what you need to do to get started in terms of turning on the plugins creating your first project there's a good live on now session called getting started with servicenows in platform process money that's available for you last chance for questions anybody got some additional questions about anything not just field service management but process optimization in general that you want to ask good all right uh last couple of things one next month's session uh we're going to be looking at kind of explaining root cause analysis capabilities so as part of process optimization there's there's a machine learning based capability called root cause analysis that shows you some of the leading influencers around some of the inefficiencies inside of a given workflow or based on a certain set of criteria transitions that you've isolated the map down to I've gotten a lot of questions from customers around well how do I actually read the results what is this actually telling me uh so we'll spend I thought it would be good to spend a session on explaining what the root cause analysis results were telling us and how to actually use them to to take action moving forward uh then right now uh knowledge 23 is coming up in May um we've right now process optimization there's seven sessions that will involve or include process optimization in some way shape or form as well as a demo pod be it will be available so there's going to be lots of conversation around process optimization at knowledge23 so it I for those of us that won't be able to get there for those of you because I certainly will be there but for those that are not able to get to knowledge23 and in person I wanted to bring some of the content back some of the conversation back some of the insights uh back and and maybe just do a quick recap here um as part of one of these Academy sessions to kind of spread the wealth that was there and then after that we'll focus in on Rob talked about it here today I think everyone kind of gets and gets the fact that performance analytics and process optimization are really good Better Together story um so showing you and walking through how to configure the linkage between performance analytics and process optimization to help you tell the more complete story around where the opportunities are in your organization as something that I wanted to spend some time on so those are the upcoming sessions if you like these Academy sessions there's no shortage of academies out there there's a platform Academy a virtual agent Academy a platform analytics Academy and a mobile Academy so there's other places to learn more about other aspects of the platform out there for you uh with that I appreciate everyone's time Rob I just want to say thank you again for taking the time to join us you certainly have a level of depth around field service management that I could in no way shape or form come close to uh so I wanted to make sure that um you added that flavor and color to how process optimization could be used in that space thank you you talk about me all day thank you very much Dan I appreciate the opportunity and I feel the same way I got a long way to go to learn about process optimization but I'm very excited about it as well awesome and for those of you that are watching this recording if you've got any questions things that weren't answered as part of this session hopefully it generated some interest interesting ideas for you please post them in the comments section of this community post right the recording in the slides will be posted on the community if that's how you found this and you got additional questions post them there in that comment section and we'll get them answered for you thank you everyone look forward to chatting with you next month