hello everyone thank you for joining today's session so before I start the session I quickly want to go through our additional resources so we do have our community forums for we uh and nlu we also have a separate forum for agent chat AWA and side part so do take a look for any latest updates recently we have posted what's new in Utah for conversational interfaces related to the products virtual agent agent chat AWA and sidebar we also maintain a YouTube channel for conversational interfaces Academy so all the academies will be will be recorded and posted into these channels please do subscribe to have the access to these channels so that you can always go back and look at any of the missed academies all right so today's topic is enable sidebar users to collaborate with teams users so myself ready I'm a Broadband product uh manager working on sidebar aw uh sidebar agent chat and connect products so for agenda for today is I'll be uh giving an overview of sidebar and then I'll show a demo how a sidebar agent can collaborate with a user in teams then I will walk through what steps you need for this integration and the overview then I'll also show a demo of the walkthrough what all the high level steps that you need to be aware and then we lead time for Q a if anybody has any questions during my presentation feel free to post in Q a we have our panelist who will try to respond to your questions if not we'll be going through all those questions at the end sidebar with teams integration so in Tokyo we released a sidebar as a new product where agents can collaborate with other agents and subject matter experts to get help faster and resolve the issues so now in Utah we released teams integration with sidebar the agents can look for help from A team's user who doesn't have access to your service now so here the agent can directly look up for the Microsoft teams who've been integrated and start integrate uh in collaborating with the user so what are the text that's been sent from the sidebar discussion windows so that will be visible for the team's user in their teams so the outcomes of these features is it allows sidebar agents to collaborate with teams users and the feature also allows exchanging of emojis files messages between sidebar and teams all the discussions must be initiated from the sidebar only to the team's user so there is no option from the teams to start discussion with the sidebar that needs to be aware so with that said let's uh let me show you a demo how this interface works so as an agent I logged into my workspace and I'm looking at the list of incidents and I picked an incident defect tracking tool is down I click on this incident and I want to start a sidebar discussion that I need some help to solve this incident so click on discuss button now here if you see the subject is auto populated for all the record types based on incident names and now here the add participants what I do is I will look for a user who is in teams not in service now so whenever I look for users so if that user is in teams you will see the team icon I know you also see the email that's related to the Microsoft so I select the user I'm going to start my introduction and I click on start discuss button that opens a new window with sidebar interaction now what I'm doing is I am opening um Lee in Firefox in his team's account now if you see here so Lee able to see the sidebar discussion as a group chat that entered into his team's account now he clicks on defect tracking tool and he'll see who all the people been added into this discussion and he'll also see the messages and start interacting with the sidebar user now let's say agent felt he wants to add somebody else into it so he wants to add another agent who can be on the Microsoft teams are he wants to add a user who is who has servicenow account so who are the participants he's been added into this conversation there'll be a message that's been showed Fred did he join the discussion now if I look in teams Lee also get the updates who've been added into the discussions sorry it's taking little time my Internet is slow uh otherwise it does show and a participant is being added into this team's conversation so with that said here so I can send an emojis I can also send to files now if you look in Lee's account he able to see the Emojis and he also sees the file that's been sent from the side part so he clicks on it and he opens the file Lee can also send emojis and also let's say Lee wants to edit any message that he sent he can edit the message now in the teams foreign Let me refresh it again if you look at the message uh lee edited in teams and it does show the tag this message is being edited so let's say if if agent wants to delete in a message he cannot right like and click on delete message so a message has been deleted shows up for the agent in the sidebar at the same time this message also show up in leads that whatever the message that he received from um from the agent Sam uh samyukta ready that's been deleted in teams so this is how the demo is and now let me go to the next steps how what you need for the integration so what do you need for the sidebar teams integration step one e you have to install or Omni experience standard feature store app on your Utah instance and step two you must have your Microsoft teams developer account and Azure app account and there will be certain steps that you will be taking care in the Azure app I will talk about those details when I'm doing the demo and in step three we'll be creating a Microsoft teams app again there will be some configuration steps required to integrate Azure with the Microsoft teams and then with the sidebar and as a step four within your servicenow instance for the sidebar console you have to activate Microsoft teams I'll also show those uh steps that you you require to activate teams integration with sidebar and as a step wife uh let's say all the users teams users that you have in Azure account you can uh set all of them active or if you want only few set of users to be activated for sidebar you can make those changes in this step I'll show this step uh we do have a nice KB article that's been created for all these steps in a very detailed uh manner so please do uh take a look at our KB article kb1225842 before jumping into the demo I also want to uh highlight some of the important details that you need to be aware so service now providing sidebar Microsoft teams integration as a standard feature however Microsoft has a rate charge applied each time a message being sent from the teams through the API to the sidebar or receiving a message from the sidebar so you need to be aware and check with your account Executives for the Microsoft rate charges uh like if you want to hand pick any of your users for the sidebar integration I will show how you can activate those users in the sidebar and I'll also walk through the table that we have the collab user table so how helpful it is to activate those hand-picked users so any sidebar user who is activate initiating uh or adding the Microsoft teams participant they must have Microsoft account too without that they cannot add any Microsoft uh participants into their conversations all the discussion uh participants are not synchronized let's say if you have uh activated sidebar Microsoft integration and you started a conversation and added uh two teams users then uh you might have deactivated your sidebar teens integration in sidebar consoled while the sidebar discussion is still active if you added any participants deleted any participants or sent any messages in between those will not be synchronized once you reactivate your sidebar teams of activation now with that said let me uh walk through what steps that you need for this integration now the first step is you do need a developer um Microsoft developer login and then you will go you will you need Azure account so log into your Azure account and click on app registration and click on new registration provide the name and click on resistor button so for our demo I already created one so I'm going to use mine so once you click on resistor it will show an overview and it does create application ID object ID directory tenant ID from this screen the I will just uh highlight the important ones you can always uh look into your KV article and understand all the steps in detail so from this overview you do need the application client ID and directory tenant ID so these two are important uh to use them in the teams app integration and within the sidebar console teams integration now here when it comes to client credentials be aware when you create when you register your app there will be a secret value gets generated so this will show up only for few minutes make sure you copy this value before it gets hidden platform configurations like you have to provide the instance for which you are integrating the sidebar so I'm using my instance as ready one so I have provided my instance here so the teams understand my instance is being connected now once this step is done so what I do is I go click on API permissions and then these are list of permissions you need for activating sidebar teams integration so you can click on add a permission and click on Microsoft graph there are two options delegated permissions and application permissions now you can click on both of those and look for the same names and then click on those and save them so that way you will see all the required permissions been added for this app we have also provided the list and the screenshot in our KB articles for your easy use so once this is done now I will go to teams login into your themes and now here click on the three dots and look for developer portal click on developer portal and click on ads so click on new app and create your team sidebar so once you create so in your overview click on basic information so here you might have already provided the short name for your app and then it does generates an app ID you do need this one to use in sidebar configuration in service now you can provide your description and then you do you must have to provide which company website that you are using for this integration and then here is an important step the application ID the 183 so this I have pulled from Azure system so when you created your Azure app here it does provide an application ID of 183 so that is the ID I have used here so once the step is done click on app Feature and click on group and channel app here you have to set the group chat because all the sidebar discussions goes as a group chat messages based on the number of participants been added it can be a team's user or the sidebar user and then here um I'm looking for the app package okay so here so then go to app package and now click on download app so whatever you've been Rich uh provided in this developer portal for your application a file gets generated so and that gets stored on your machine so once it is done what you need to do is click on apps and then click on manage your apps and here click on upload an app and copy the file select the file from your desktop which is being downloaded and have it added here so once that is done you will go to teams admin admin Center and click on teams app and click on manage apps it will show all the list of apps and search for your app that's been created in your teams and select it since I have already published it I'm not seeing the publish button here but for you when you're doing new you will see a publish button here so click on the publish button that activates the integration from the Azure to teams and it gets ready for your next steps in service no sidebar configuration okay so now as a fourth step I will be going to servicenow integration service now instance and look for conversational interfaces settings page here click on sidebar and to make any changes you do have to be on only only expedience Osco let me go ahead and make a change there so sidebar is activated and then for Utah you will see this new integration uh tile so where you will click uh Microsoft teams so since I have already activated so you're seeing it as manage or view settings or remove when you're doing first time you will see as a setup so just click on the setup and get into the next page here now here the application ID this is coming from our Azure and directory tenant ID that's coming from our azure like if you see here these are the ones and then the app ID this is coming from our teams integration where we have registered the application and then the secret client secret ID this is coming from Azure Azure and then provide your instance URL and then provide your redirect URL once this is all these informations are added and then click on Save I don't want to update since I have already saved it so so while you have added your integration how to test whether your integration is working or not so the best one is the minute you click on Microsoft team so what it does is there are two tables in service now which will gets populated with the team's users so one is assist underscore Sears so if you if you see here I have got all these users these are all the external users from the teams called added into the servicenow instance the minute you you activated your Microsoft teams what it does is it will go to the Azure and look for all the users that it has so I'll go to home here in azure and click on users so I have a bunch of users here their names and their email IDs so all this information is being pulled into servicenow that's how a agent when they look for a participant in teams it will be looking from this table and know that this participant in themes is already available in service now and they are able to add into the sidebar discussions now along with this I'll also show another table which is very helpful that is this underscore so this table uh also gets populated once your integration is successful in a servicenow so it also highlights uh I have three uh users Fred system administrator Beth who are the service now who has both servicenow account and teams account any of your users what it means is these are the users who can initiate from uh initiate sidebar from the service now and default they've been set as false because we are not showing them as external users because they are also available in service now though they have teams accounts and other users who are available they'll all come as a Default true true if you want any user um like you don't want to give access to all the users so come into this table and change this true to false and select the users that you need from the other tables so that way you will be restricting the user access so with that said this is the last step for the Integrations tab so I will leave uh rest of the time for the Q a oh I see a lot of questions in the chat and I also see our panelists being responded if anybody has any questions it's a good opportunity you have five more minutes to ask us questions regarding teams and the sidebars also feel free to post any new questions in Q a as well okay I see a question came from uh Kevin where will today's recording be posted uh uh as I said in the beginning we have conversational interfaces uh YouTube channel available so please do subscribe to it to see all our recordings in the YouTube channel so after this session by tomorrow you'll also see the today's recording in the YouTube channel I see another question from Katie so does this allow you to chat between teams and sidebar so as this capability is for the sidebar to integrate with teams so the first initiate should always be by the agents from the sidebar to add teams users let's say if you have users in teams they cannot directly initiate a sidebar discussion with the agents uh adding the sidebar participants so it's always one way from sidebar to teams what is the name of your YouTube channel this came from Karen so our YouTube channel name is conversational interfaces Academy let me quickly share the slide you can look up for this name conversational interfaces Academy and uh servicenow community and click on the Subscribe button so you get all the latest updates whenever we post new recordings another question from Sharon can side Parts in the actual record number when I do want to take this question yeah I just responded to it so it sounds like uh you want the record number to be automatically populated in the subject so as of now there's no capability for that but um you know you can always enter the record number manually got it so the default whatever the incident title so that will be shown uh to the team's user so if you're not default passing the incident number uh to the team's user so you can always send it within the chat to the team's users but the participants within the service now they are able to see the instant number and they also see a record uh tab within the chat within the sidebar discussions there's another question from Anonymous on conversational integration with Microsoft teams version 4.0.1 it mentions the new feature batch messaging is enabled for Satan select cards but it's not explained would it be possible to clarify its meaning here do you have any any details to respond to this answer thanks Sam yeah I was looking this up um I'd need to do some research on it uh I'm sorry I don't I don't have a specific answer on on what's uh batch messaging is enablement is uh accomplishing sorry um is it okay if I find an answer and give it back to you to respond to the theme yes and the member has sent as an anonymous uh if you want Jeff to respond please do uh uh text your name so that we can look or please do reach out to your account executive so they can always look for us and try to reach us and set up a call with you and do mention Jeff Fox and samyukta ready so that they can reach to us and we can always uh they can always set up in a meeting or we can even send the details to our Executives to pass the information to you and I got the name so thank you all for joining today's session and look for our future Academy sessions we might be doing another session uh with itsm and other bu related teams integration connecting with agent chat and from agent chat to sidebar thank you