hello everyone thank you for joining us wherever you may be hopefully you are safe warm and dry today's topic is what's new in Tokyo the Q4 store release and the Utah family release and more specifically we will be focusing on customer service management and Order management my name is Andre ramstrand I'm an outbound product manager in the CSM group and I am joined by my esteemed colleagues Harriet and Krupa next slide please and what would be a good PM presentation without a safe harbor statement this is a reminder that while this presentation may contain forward-looking statements your Precision decisions should be based on existing product functionality in our most recent Utah release next slide please uh you can also join us for future webinars and meetups we'll share the links in today's chat with you and we would be happy to see you in future sessions next slide please before we get rolling just a few house keeping items there will be time for Q a at the end of the presentation so please queue up your questions using the Q a feature and we'll be happy to address those uh we will share this session also on the servicenow community and after the session ends please provide your feedback via a brief survey that we will uh send your way next slide please so let's get started with what's specifically in the Q4 22 and Utah release next slide in the Q4 22 release there are uh there's one feature related to customer operations namely new record templates there are three features related to order management reoccurring pricing model method add-on charges and fees and the configurable product with components with regards to the Utah family release there are two pillar areas in customer engagement we have six features that we're going to talk about and in customer operations we have too so as you can see we have a lot of material to cover and let's get rolling with the next slide customer engagement for the Q4 store release so this is Q4 2022. uh there is my mug shot um and we will roll right into what our first feature next slide please what we call new record templates now when we think about new record templates um it is related to the functionality that we deliver in workspaces and specifically the CSM configurable workspace and there are two experiences that you should think about when you're thinking about the CSM configurable workspace the first experience is what we refer to as the runtime experience so that is the experience that of Agents actually performing the data entry within the workspace and there's the second experience which is that of the developer for folks that are actually building and customizing workspaces so this feature called new record templates has to do with more the developer experience and specifically when developers go into uib that is a UI Builder and they develop and create what we call a page variant they can elect to spin up a page variant off of what's called a new record template and when they do so we've introduced two new features or artifacts of such pages the first one is called presets and the second one is called controllers and in the demo video you'll get a better understanding of what presets and controllers are but essentially what they help you do is they help streamline your development uh process so it will lead to more rapid configuration of workspace experiences and it will also help lower the the dev cost of and ownership of those pages As you move through upgrades so they essentially make your pages more upgrade friendly so let's uh hop over to the next slide and roll the video extend CSN convertible workspace in two ways first we've introduced the construct of controllers and presets now when certain components are added to a page the configuration will automatically get set second we have taken the monolithic layout of the detailed page and broke it in into smaller sections this means that components such as forms compose and the activity stream can be added removed and moved at will these changes will make the lives of admins and developers easier let's take a look in this first demo we'll start from a blank page drop a form component on the page and then we'll use the presets to configure the form you'll get a sense of what configuring a page is like with and without presets you'll see how controllers are used to set component properties set up events and bind data resources so let's go ahead and hit create and we're going to go ahead and create a blank page we're going to go ahead and give the page a name and we're going to add a component to the page in this example we're going to go ahead and we're going to add a form component to our page and we're going to go ahead and save early saved often in uib and you'll notice that we have a very basic page you also notice that none of the configurations have been set over here and if we click on events no events have been associated with the page and the component and for the data sources it has not been associated with any table or API you also notice that there are no statement parameters or there are no scripts as well so things are looking a little Bleak for our page but what we're going to do now is we're going to apply presets so I'm going to click on this drop down and I'm going to say that we want to apply the record form preset and we're going to go ahead and give it a table in this case we're going to base it on the base table and we're going to go ahead and paste in a sysid and we're going to go ahead and we're going to use the preset and it's warning us that if you have set anything up manually previously that it will be clobbered or erased so we're going to apply that and we're going to go ahead and save really saved often and now what we want to do is go ahead and Associate this with a specific table let's go ahead and choose that table and once again we will associate it with a specific record ID and we're going to go ahead and hit save and now what you'll notice is that the form has been fully configured and under configuration settings here you can see that all the properties have been set more importantly you'll notice that a whole bunch of events have been automatically created so these are events for selected notification actions and things of that nature over here under data sources we have Associated it with a specific table and of course if they were client state or scripts those would also get Bound in as well the other thing that we want to do here is we want to now go and add another component to our form so I'm going to go ahead and click on ADD and you'll notice that when we go to add components that there's certain components that are highlighted in this green kind of background and what uid is telling us is it's saying hey these are components that if you add them to the form presets will automatically apply so in our situation what we're going to do is we're going to go and add the ribbon to the form and the presets will automatically apply I simply double click on it and you'll notice that the ribbon has now been instantiated on the form and all of the properties of the ribbons have been set the events have been set as well as the record so there you have it a bit under the hood how we make it easy for admins and developers to leverage existing components with presets and we really flatten the learning curve for them because now they can just leverage these components without having to know the inner workings of each of those perspective components all right um let's have a look at you sorry yeah so that uh that was the first video there's a second part of that video that we won't uh show now but it talks about how we have made the case page a little bit more flexible in terms of how you can move components around the page at will so if you want the activity stream to be in a different section or you want case detail to show up on the side panel uh we have kind of broken up the monolithic layout of that page so there's been two uh significant developments for uh with new record templates in the Tokyo Q4 store release so with that said and in the interest of time we will pass it on to my various colleague Krupa it will cover order engagement thank you Andre order management you do need to engage to get the orders all right um I'm gonna talk about um order management here um the q422 store release now order management is an add-on to CSM that was released in 2022 and we've continued to add additional capabilities to this product that lets you capture track and fulfill your customer orders providing end-to-end visibility into your order process if we go to the next one um skip please the first capability I'm going to talk about is in the pricing part of the order management which is a recurring pricing method again this is uh not a surprise to anyone we are used to subscription pricing where we pay on a regular frequency monthly annual quarterly whichever and with all the service models like you know software service or any kind of a subscription as a service model this is a key functionality that our customers use to drive their products and their their growth and their revenue now what um we introduced through this is admins can set up uh for any product offering they have in their product catalog they can define a recurring price amount and whether a frequency of that reference and they can actually create multiple price lists with these diff uh recurring prices and frequencies and um product admins they can choose to associate any of these price lists for their given product now these price lists can be scheduled ahead of time to go live so you can plan your pricing for the whole year if you like and then set them up now when an agent is placing the order on behalf of the customer the um price list is picked up and then um a customer can choose whether what frequency they want for this pricing and how much the amount is going to be and when the Asian places the order customer is able to verify uh the frequency and the pricing amounts in the customer portal when they look at their particular order now keep in mind we are not actually handling the bullying of it what we're doing is we're capturing all this information and we're making this available to all the downstream systems like erps and billing systems so we go to the next one the other component on pricing is add-on fees and charges again when you think about a product that you purchase right so uh oftentimes there are some beyond the price you pay for the product there are some fees and charges like that it could be a service fee or freight shipping fee something like that or it could be something like a government collected regulatory fee and they could be one time or they could be recurring so um what we have supported here is the ability on top of pricing to support uh add-on charges and fees and break them out in the order summary so that when a customer is placing the order they understand what is it that they're paying for the product and what are the fees and charges and what's due now and what's due on a regular uh recurring basis so um let's quickly take a look at the demo on how this works let's watch a demonstration of the new pricing capabilities in the Q4 procure order management store release which includes support for recurring pricing methods and one time or recurring add-on charges James Davies a Solana order agent is helping LX star employee of star tech services purchase 10 subscriptions for the Solana movie streaming service James creates a new order and adds a new order line item the Solana movie streaming subscription James updates the order quantity as 10 and navigates to the pricing section he confirms the pricing method as recurring and selects the desired commitment term in this case monthly the total is updated to reflect the unit price of 50 and the total order price of 500 dollars James saves the order and navigates to the pricing adjustments section he confirms the one-time add-on charges of twenty dollars per setup and ten dollars for Activation per each subscription a total of three hundred dollars as one-time add-on charges businesses also have the option of adding these add-on charges as recurring instead of a one-time option the order detail header provides a summary of one-time and recurring payment amounts for the product as well as the one-time and recurring add-on charges for each order James submits the order on behalf of Alex Alex is now able to use the order section in the self-service portal to view the order that was placed and confirm the order details pricing and add-on charges this concludes the demo of the new pricing capabilities in Q4 procure order management all right let's go to the next one let's walk all right the next feature we talk about is in the product catalog um we we already support simple products bundle products and configurable products um the product catalog so with the Q4 store release what we've introduced is support for configurable product with components uh so again imagine uh you have a industry like a manufacturing or Telco or Healthcare where some like a complicated machine like uh an x-ray machine might have Parts like uh the arm the table the X-ray part of it the computer onboard computer Etc so uh and based on the options you're picking you might have different prices for the different components so um what we've introduced is these configurable products you can set the pricing for each component and when an agent adds this product to the cart um to the order on behalf of the customer and configures the options uh the pricing is automatically calculated and then when the order is submitted the components create child order line so that the Fulfillment of this order can be tracked all the way through the component level back to the parent catalog item so let's watch a quick demo on how this works foreign of how the configurable product offering has been enhanced in the Q4 Tokyo order management store release to support products with child components Davies a Solana order agent is helping LX star employee of star tech services to place equipment order for a newly opened Health Clinic James creates a new order and first adds a digital x-ray machine to the order as a line item which also adds six child components that are required for the X-ray machine as child line items chains then configures the X-ray machine as Alex requests him to accessing the product configurator here you can see the child component options on the configuration screen and the total price of the selected components on the right panel as the new configuration is saved the child components are updated accordingly James then confronts the order for the digital x-ray machine Alex is now able to use the order section in the self-service portal to view the order that was placed and confirm the configuration options as well as the total price offering in servicenow order management simplifies management of products with multiple attributes components and price options for product admins this concludes the demo for products with components and configuration rules let's watch it right so before I hand it off to Harriet for Utah family so the order management again like I said it's an add-on to CSM and we continue to deliver enhancements that and additional functionalities that improve your capabilities to place orders on customer behalf and track the order end to end from order capture to fulfillment okay aren't you Harriet all right thank you Krupa and Andre great review of what we put out in Q4 last year let's talk about the Utah release that just came out this month and the q1 Utah release that came out in February we have lots of features here on the left we're going through and then I'll turn it back over to Krupa to wrap it up Okay so my name is Harriet Franklin and um I am going to be talking about all these great customer engagement features so the first one may seem Tiny But tiny uh gives big results sometimes and this is the um new feature for Knowledge Management um human readable URLs and what that is it's the capability for administrators to configure what the URL looks like I know if you remember now when you get a knowledge URL it's a very long cryptic bunch of numbers and letters hard to disseminate so there are two reasons why we did this number one from a customer perspective it's easier for customers to understand and read and more likely to click on a URL that they understand and customers always start their search typically when they're do they may not be on the portal the second reason is search engines can provide a better index and capability to be used when the URL makes sense to the search engine um any previous URLs that you have had out there once you configure the new one anything that has been bookmarked is still going to work so no worries about that your customers and you whether you embed them in other knowledge articles everything's going to work fine why don't we go ahead and take a look at a demonstration human readable else is a new feature in the Utah family release it allows administrators to configure the URL structure to improve search engine ranking consumers customers and citizens are able to view the URLs that's easy to understand and result in a higher click-through rate here you can see a portal page with knowledge articles and if I hover here you can see what the before URL looks like when the user clicks there's an immediate redirect to the human readable URL search engines use the parameters in human readable URLs to rank results and having readable URL text helps rank higher and search engines promote these results in the list that our user friendly and at a higher likelihood that consumers will click previously bookmark URLs are automatically redirected and continue to work with no updates this also includes links that are anywhere including inside knowledge articles the key here is to accurately describe using the keywords information that's on the page here you can see the smart cool refrigerator and the short description is here in the URL let's take a look at another knowledge article in this case it's in another language if I click on this I can see that it has been translated into another language previously and that is also in the URL let's take a look at the administrative side when I go in in this case I want to look at my portal pages and then I'm going to pull up the pages for the knowledge View and here you can see the new field that we've added and if you remember in the URL we had a static variable for article and a dynamic variable for the short description what I'm going to do here now is just remove that static variable and just have the short description update this when I click on the article you can now see that that it just contains the short description showed it to some other customers and it's a very easy one to change so why don't you guys test it out when you get Utah next feature is real-time voice transcription with Amazon connect this is the ability for when customers are talking with agents The Voice to Text transcription is shown in the chat Channel out of the box we're shipping this with Amazon connect but we're also shipping apis so whatever your contact center as a service or ccast vendor is for voice you'll be able to leverage those apis why don't we go ahead and take a look at a demonstration real-time voice transcription for Amazon connect is a new feature in the Utah store release that converts conversations with customers and agents into textual representation it leverages the Amazon voice transcribe capabilities and leverages apis into servicenow these apis are also available for other contact center as a service vendors now let's take a look at how this works when a customer's package was not delivered welcome to servicenow in order to better serve you we would like to record parts of this call to give your consent please press one followed by the pound sign press any other number followed by the pound sign to opt down the college from night my giraffe instance hello Amy how many are you 15. speech to a live agent please describe your issue not delivered package not delivered is this correct yes please wait while I transfer you to an agent thank you for calling your call is very important to us and will be answered in the order it was received hi welcome to servicenow support this is Emily how are you today I'm doing great how about you I'm also great how may I help you today I received a text message from your company uh alerting me that a package has been delivered unfortunately I I can't find the package I've looked everywhere around my property uh would you be able to help me track it down yes of course before we get started I would like to confirm your contact information can you please provide your full name and address sure uh so what I'm going to do is I'm going to stop it right there it's a it's a pretty lengthy conversation but what's nice is that you saw in near real time um the conversation flow in the chat Channel where the speech has been converted to text and what this is going to do is it's it's going to create an interaction the actual conversation is stored on Amazon and a URL Link in that interaction is stored so it can be accessed at any time um there are this capability also exists if you want to dial out so inbound and outbound calls as well will be part of this functionality okay so the third feature we have also when we presented this to a few customers very popular is omnichannel callback an omnichannel callback is the ability for customers while they're in self-service whether it's on the portal um whether they're in engagement messenger or whether they're actually in a in a chat or a virtual agent conversation it's where they can request a callback from an agent that callback can be as soon as possible or you also have the capability to schedule that callback at a future date and time why don't we go ahead and take a look at the demonstrations I have a couple that I'm going to show you um not the full presentation but again these videos will be available to you on the community and also our YouTube channel how many Channel callback is a new feature for release but the ability for customers to request schedule or cancel a voice resume callback with agents here you can see the user consumer Gilly Parker and she clicks on the chat to start a conversation with the chat and virtual agent from here the capability exists to cancel schedule reschedule or request a callback Gilly requests a callback and you have the capability to enter a phone number where you can be reached Julie has an issue with her product and she's requesting a call back as soon as possible or right now she could also say schedule later once that's set up you get an estimated time approximately of when you're going to get that call back here we see on the left Dilly's cell phone and on the right the agent John Jason has just been notified that there's going to be a call for callback from Gilly Parker once he accepts the phone system immediately places an outbound call and as you can see on the left Gilly's cell phone is ringing okay so that call will be connected to the agent John Jason and then it will be an interaction just like any other normal interaction that is showing you from chat NBA I have another example of where you're in the customer portal on my channel callback is a new feature in the Utah stories with the ability for customers to request reschedule or cancel a voice or Zoom callback here we have a customer Gilly Parker who goes to the customer portal and wants to request a callback she goes to a recent case for a problem with the refrigerator and then clicks on request callback there are different types of callbacks immediate where you see Zoom is not available or call me later where for both voice and zoom Gilly has the capability to set up a time phone number is required and sometimes that number can be different than the one in your contact record here we're asking to confirm a number where she can be reached next we'll add a description there's an issue with the smart cool refrigerator and from here clicking submit will set the appointment up now there's a tab here where she can see any callback that she has that's upcoming or any ones that she's had in the past are canceled next she realizes she needs to reschedule clicking on the reschedule allows uh Gilly to select a time for the next appointment or the capability to cancel that appointment all together with omnichannel callback okay and then the last use case I'm not going to walk through it because again these videos are available to you but from engagement messenger which is embedded service on any third-party website your organization's website you're also able to request schedule and reschedule a callback okay so big things still happening in the Utah q1 release we came out with Google Business messages and Google Business messages allows your customers to reach you via any Google launch Point such as from a search from any of the Google apps from a website from Google Maps what they will see is a chat icon and when they click on that chat icon they'll be launched immediately into a conversation with servicenow we have the capability for agents to reach back out to customers using their preferred Channel Google Business messages and we also have a very easy onboarding process when you're trying to set this up with Google let's take a look at a quick demonstration this message is is a new feature in the Utah store release that allows customers to communicate with servicenow using any Google touch point here we see Google Maps has been launched and from their mobile device customers can click into messages and communicate with the brand here we're just going to show you a very light example of where we're leveraging Google Business messages to connect with a financial services institution now we don't have all the security checks we're just showing you this as an example and here we want to do a credit card replacement and then what happens is the the rich messaging capabilities allow you to browse through several different types of credit cards and select the one that you want and here we blurred out the all the credit card information with Google business okay that was a very short demonstration but what's key here is that your customers can now communicate with you on their channel of choice and take advantage of all the very rich and familiar UI that they enjoy in Google Business messages next let's talk about proactive triggers proactive triggers is a new feature that will pop up to customers and alert them of any message or action that the administrator has configured so an administrator can configure rules or set up triggers um to inform the customer from any portal page so for example let's just say a customer is on a knowledge article for a certain amount of time we can start to pulse that icon down here at the bottom and then a message will come up and that message is clickable and you can launch into a chat or virtual agent session we recommend using this if you're trying to do quick alerts or messages to your customers this however is very different than the way engagement messenger Works which is bringing service to non-servicenow or third-party web pages and then the final feature I have here again everything is all about making sure that we improve search engine optimization and as you know sitemaps are Genera can be generated for web crawlers to easily index and find your information for search engines in this release we're adding the capability to where you can automatically generate that site map we've kind of left it up for you to manually and now we've added that capability for you to generate that automatically and that's it for customer engagement I'm going to go ahead and turn that over to Krupa again Hoopa all right great thank you Harriet so let's move on to the next slide where we're talking about um one of the two features in customer operations which is uh install base management Foundation now this is a new feature in Utah that we released to support install bases for complex products with component hierarchies I mean think about it when um businesses are capturing install based information especially for complex products you need a lot of foundational information like okay what's this um location where this is installed when was it installed how long is this going to be there what is the status of this is it a new product is it a replacement product is it active and then is there a parent-child hierarchy to this install base item think uh and you have a car and then it has an engine and then it has a um tires and on-board computer things like that so you need to maintain this holistic view of uh the install base item and also the other uh challenge is of course when the agents can't easily access other relevant information for this install base I can um think uh what um contracts are associated with this install base Etc what happens is um when these information is not available quickly the and you don't have a way to track the hierarchy means you're either providing services that the customers are not entitled for which means there is a revenue leakage implications or maybe customers are not receiving the right level of service um they should which leads again Lower customer satisfaction so what we have done uh with the install base Foundation is we expanded the install based data model to include data like the parent install base the root install base item for even more complex multi-level hierarchy products um the location the install and uninstall date is there a household associated with that is it active or not and also all the related lists for it like cases associated with the entire install base hierarchy uh any contracts um and then another thing is of course the related parties because from an install based perspective there may be other authorized users um who need access to the install base details so by doing this well we're providing businesses with this comprehensive view of the install base is it helps decrease the case resolution time because agents have access to all the information quickly increasing their efficiency and then uh by looking at the install base item holistically you are providing customers with a high level of service that's driving um higher customer satisfaction so let's see how this is in a demo um Harriet I don't think I'm hearing the audio yeah I clicked on it let me try it again I'm oh let me to authorized parties or better service install base management Foundation provides a 360 view of the install base item including any parent-child relationships and a quick access to all related information it also provides access to the install based details to authorized parties for better service George Warren is a buxayo employee who recently leased a corporate Fleet car from Solana Corporation he's calling about an issue with the car James Davies a Solana agent accesses the buxayo account he selects the relevant install base item the SUV lease by charge and accesses the install base record he notes that George Warren he's the owner and this item is currently in use and is the original item he also checks that the install base item the car is valid for three years if needed he can quickly access the lease contract to look up additional details the SUV has multiple components which are captured in the child install base items James can now access all cases related to the entire install base hierarchy and he sees the case submitted by George about the backup camera not working George wants Jane contact his assistant to track this issue so James adds Jane contact as an authorized representative for this install base item which allows chain to access the install base details from her customer service portal no when Jane accesses her customer portal she sees George's case for the backup camera in her list of cases this concludes the demo thank you for watching install installed all right the next topic service definitions again this was a topic that generated a lot of interest from other customers when we presented in other scenarios this is a new feature in CSM that establishes a end-to-end connection between products services and case types to simplify requesting Services based on the customer context now um case types in CSM they play a key role in driving workflows for both the front office and back office personas so um simplifying this process really drives agent efficiencies and operational efficiencies a lot and um why is this important because um what the service definitions will ensure is both the customers and agents can find easily find services that are relevant and available for the products they own so this means that um fewer case errors fewer case reroutings and the burden of selecting the chase types is reduced on the agents because uh the list is automatically filtered to show only the services that are available um in this available for this customer to request so how are we doing this is um administrators can Define this end-to-end relationship between okay these are the these are my products and these are the services that I am offering to um customers for this product and this is a these are the services they can request and here is how they requested by creating an entry in the service catalog for that item so um when an agent is creating a new case they can just check mark to say okay this is for a specific product and obviously based on the customer contact the list is already filtered to show the products that the customer owns and when the agent selects the product the customer is talking about uh it will be further filtered to show the applicable case types based on this product and the service I think um it will be much better as a demo to show that how powerful this is so let's run the demo foreign connection between product service definition establishes an end-to-end connection between products services and case types so that agents and customers can quickly access relevant case types based on the customer context or products owned by the customer Solana Corporation learns that the image class printer model is having an ink leakage issue James Davies responsible for printer servicing creates a new service definition report a printer leakage he Associates the relevant product under the product service relationship and Associates a service catalog item report and ink linkage issue George Warren a boxio employee wants to report a problem with his new printer when he uses install base items in the customer portal he sees the relevant services for each item for the server he only sees the reporter product complaint but for the printer he sees an additional service report and ink leakage issue he can now submit his service request choosing from the services relevant in the context of the product owned George also warns a new printer ink subscription account and he initiates a chat with Jason James Solana customer agent then Jason initiates the create case request from the interaction if he chooses to submit a product specific issue he would see the relevant Services based on products owned by the contact George Warren however since the account creation request is not a product specific one Json unchecks the this is for a specific product checkbox and he is presented with the other services available for George a general product inquiry or create a new subscription account Json selects the new account request and system initiates the onboarding case type to guide Json in creating a new subscription account for George service definitions improve agent efficiency and customer satisfaction by showing only valid support requests based on the context yeah all right thank you Harriet and I think that's the last feature um you know we have a ton of features we talked through but we're not done yet um we're here today what's new in Utah for CSM we do have a follow-up session uh once you're in Utah for FSM that's coming up tomorrow so if you haven't registered yet go for that and then we do have two more uh specific CSM and FSM topics the first one being April 19th uh agent productivity with the CSM configurable workspace by our own Andre Rams run so please do register and if we go to the next slide we do have uh other webinars from this series that you can capture you can catch the replays of that in the community or on YouTube so the most recent one we did was getting started with service organizations in CSM this lets you model your um your stores your branches and if your operation locations and the staff there to serve customers or request store support for the staff thank you everyone we finished right on time and we will see you on the next session with Andre