[Music] let's have a look at record presence a new capability in the 2023 Q2 store release record presidents alerts users viewing a record to the presence of other users looking at the same record this includes internal users or external users like customers via a portal on complex cases support teams May lack the awareness of other agents simultaneously working on a Case leading to duplicated effort customers may also want to engage one-on-one with the support team to solve complex high priority matters let's take a look at a quick demo in this demo you'll have a cast of characters four plus agents visiting a case on another screen I suggest using Chrome profiles to emulate the multi-user scenario from the CSM configurable workspace let's retrieve case number 1001 the flux capacitor 3000 is not working notice since you are the only user no avatars appear to the left of the closed case button let's have a second agent Alex Ray join the case you'll notice that Alex's Avatar appears to the left of the button let's have a third user join the case Ned Stark when net joins the case his Avatar appears to the left of the previous agent let's have a fourth agent join the case in this case Lisa Ray when Lisa joins the case you'll notice that now we have an overflow of Avatar showing that there's one additional user viewing the case finally let's have the customer himself George Warren join the case now when George joins the case we have George Lisa plus the additional two users furthermore as the agent when I see that George has joined the case I may decide to proactively reach out to George I can do so by clicking on his Avatar and sending him an email directly or if we have open frame configured I can simply click on the telephone number to initiate an outbound telephone call so there we have it record presence helps to reduce resolution time agents can collaborate on a case and avoid duplicating effort they can also proactively reach out to customers in real time reducing the the customers real and perceived effort check out record presence today new in the Utah Q2 store release thank you