hello everyone and very warm welcome to our June 23 2023 session of employee Center Academy of you on the call are dialing in from all over the world so very warm welcome and many of you are joining us for the first time so I'm going to start by just giving you a quick um rundown of what to expect in employee Center academies so employee Center academies are actually sessions created by the product team for you that is our customers and our partners to come and ask your questions and interact directly with the product team we bring in experts every month from all over our product teams to come and present and and this is not just a presentation we configure the product live we take technical questions we discuss use cases and make sure um you are getting all your questions answered and we do this monthly so um the thumb rule is every every third Wednesday of a month we will have a session on employee Center Academy you can enroll for these via community we will share the link for it on chat and once you're enrolled for one session you are enrolled for the entire Series so you should you should be able to see the next session in your calendar already um our next one is going to be on July 19th now in terms of logistics please do use the Q a panel for asking your questions we have a chat and we love to interact uh with our with all of you on the call and we would love to see you interact with others on the call as well but use the chat for that and keep your questions to the Q a panel because the panelists are not monitoring the chat for questions so if you wanted to be answered put it on Q a panel and the slides in video recording for this session will be shared in fact the slides are now live on the event page which you can see the link for which you can see onto the chat so if you want to get the slide now you can go and get it from the the link shade on chat and the video will be available in just a couple of days or so on YouTube as well as on the event page we have a really fun topic today to get started it is um Integrations that employee Center has with conversational interfaces like Microsoft teams and we will dive deep to talk a little bit more about how to configure the Microsoft teams integration and uh best practices around it so that's our topic and we have two speakers one is me my name is Puja Gupta I'm your host for employee Center Academy sessions so you would see me consistently almost in all employee Center Academy sessions and I'm joined by an esteemed guest um Asif who is from our Microsoft Integrations product team and um is is the SME or subject matter expert who will be taking us through the Microsoft Integrations uh so if you want to just say hi and add to that introduction absolutely thank you so much Puja for inviting me to this I'm so excited to be here and talk about the Microsoft integration especially with the focus on employee Center awesome thank you Asif so in the session today we will cover just a brief introduction on like what are the pre-built Integrations we have so of course Microsoft teams is one but that's not the only one that we have so I'll walk you through what are the others and what you would get in each and and then we will dive super deep into the Microsoft teams integration and I'll hand it over to Asif to give us an overview of the integration and also walk us through the configuration steps and best practices around it the Q a will be throughout the session so there's there's no dedicated time please put your q a questions in your in the panel and we will pause throughout the presentation to take those questions now we always get a like questions which are on how do I deploy employee Center uh how do I migrate what how do I do taxonomy so before we dive deep into the topic um for today I wanted to give you some resources and and please make sure like you are have access to this via the slide link that is shared on the chat um these resources are the place where you will get answers to this in the session today we are not covering uh what is employee Center how do I Migrate how like other other things associated with employee Center we are going to be focused on the integration with conversational interfaces so please keep your questions limited to that topic Community product Hub is a great great place to get resources um on any of the other questions that you have you can see the link for it on chat we also have deployment office hours so if you are in currently in the process of deploying employee Center you have questions on how to do X or like you know how to do taxonomy for example this would be a good session this is again a direct connection with product and engineering team we do it every month and it's a purely q a session so no presentation at all I don't even I sometimes bring slides but it is just like let's just get into your questions and our next session is next week on June 27th you can register it via the link that is shared on chat or you can just use the QR code from this from this slide um taxonomy is a common question that we get so how do we best practices around it so you can see some resources highlighted in the slide over here um I won't spend too much time here but just wanted to point out there's a lot that you can use similarly for like migrating from the legis like the old slash SP portal the slash service portal to employee Center there's a lot of resources for that and then there's more around training and like for self-implementing we also have now create again all these links will be available to you via the slides and the chat so without further wait let's get into our topic the pre-built Integrations with conversational interfaces and let's start with why why do we want to care or why do we want to have Integrations with conversational interfaces um based on our research and research from other other sources we have learned that employees are wasting a lot of time navigating from one tool to the other tool one application to the other application and they they literally lose out on being productive um and on an average um in in a small to medium-sized organizations itself there are um there are more than 180 applications deployed nine percent of time that employees uh have uh is spent between switching systems um nearly 1200 transactions per app Transitions and sorry per app and the this confusing application switching and it's confusing because each of these applications offer a different experience and so every time you switch you have to not just get out and like get back into the movement of that application you are also learning to operate or deal with a completely new different UI so um like it's it's significant enough um in terms of loss of productivity and if you were to quantify on an average five hours are lost every week which is quite a lot so these solution that we from a servicenow standpoint that we've been talking about and employee Center is all about that is creating a modern employee experience platform one that is unifying all the different things that you're doing from a service now perspective creating a front end that is very much for the employee but is also Omni channel so if you would see the top Green Layer here one it is one it is being the front end but at the same time the most important aspect of that green layer is that experience is consistent when you move from a portal experience to a mobile experience to even conversations like you know uh conversational interfaces like team slack email and that is what we're going to focus on the main idea is that it's consistent and it is also um also that it is meeting where users are so users should not have to switch away from the interface or the channel that they're using to get things done and you would see this theme across all our Integrations and this page sort of summarizes all the different Integrations that we have so our first set of Integrations are pretty deep in actually embedding employee Center into the other applications and you will see that across our Office 365 applications so Microsoft teams which is what we will focus on and we also have um like employee centered embedded in Outlook and office via our Innovation Hub and along with Office 365 recently we also announced employee Center being embedded in Zoom applications and that you can see this screenshot the second the bottom right screenshot is for employee Center being completely embedded in Zoom now when I say employee Center embedded it essentially it literally is employee centered embedded embedded you don't have to rebuild a teams version or a zoom version of it it's the same portal but it opens inside this uh the the theme or Zoom as as its own page within it and you can do everything that you could do in the browser view directly from being within the teams and when uh when Asif will get to it he'll talk a lot more from a Microsoft perspective we also have employee Center integrated with Microsoft Viva so if you have questions on that feel free to post but I just wanted to highlight for those of you who are investing in Microsoft Viva we also have an integration uh with that interface now one aspect is taking employee Center and embedding employee Center into conversational interfaces we have also been investing uh into making those interfaces more embedded within employee Center or available within employee Center and the perfect example for this is we show teams presence um in an employee Center so if you're an employee Center profile page you you can see if that person that you are reviewing the profile off is available on themes and directly initiate a chat uh from there from an Asian perspective also you can um you can initiate a chat or meeting the recreation service now last but not the least the other way that we are meeting where users are through our VA and chatbot experiences if you are interesting in VA you can actually have VA integrated with Microsoft teams it's also available for slack and and SMS interfaces um so yeah feel free to ask questions in these this kind of summarizes what we have out of box in terms of Integrations with conversational interfaces if you have any particular question other than these please put it in Q a and we'll take it up I would now like to hand it over to Asif to take us through the Microsoft teams Integrations and uh Delight us all because this is I I'm really excited about the everything that we do with teams as if over to you um can you just confirm that uh folks can hear me I just had a uh an update to my z-scaler so I'm not sure if people can hear me I can hear you can hear you all right perfect sorry for that embarrassing start um so why don't I share my screen and uh let's see all right can everybody see my screen or project can you just confirm yep all good excellent so you know I want to first start off by understanding why servicenow from Microsoft and really this this question came up and the answer to it actually came up by talking to multiple customers the common theme that really popped up was that organizations like yourself are really pressed to provide both better experiences and more efficiency for their employees and all the customers that we've talked to really consider this to be a mission critical objective and so when we build the integration we set out to improve efficiency by seamlessly weaving servicenow and Microsoft experiences into natural workspaces and there are many benefits once you get this seamless experience first and foremost your employees are happier it doesn't feel like servicenow or Microsoft teams it's a unified experience for both agents and employees this also increases productivity because the integration between teams answers now brings notifications information and action into natural workspaces and finally it optimizes collaboration good things happen when you take world-class collaboration software and leave it with world-class workflow software so let's go deeper to see how the different stakeholders benefit from this integration starting with the CIO they want to be sure they're maximizing the Strategic investment they've made around efficiency collaboration and experience and for the service owners they want to be able to alert employees to outages and quickly bring experts on a team's bridge for streamlined collaboration for agents they can reach employees and experts directly in teams from servicenow and for employees they don't have to leave their natural workspace when it comes to requesting service finding answers or providing information back to agents all of that can be done within Microsoft teams so let's talk about how we drive electricity through experience there are five apps that we have Integrations for for employee experiences we have first and foremost the employee Center which is what we're going to go deeper into today this is where they can employees can request service review tasks or search the knowledge base directly within Microsoft teams and then secondly they have the virtual agent and this virtual agent actually is embedded in the employee Center experience when you consume it through Microsoft teams and I'll show that off when I do a demo for agents and service owners they have the service operations workspace which helps agents further Reduce mttr by invoking teams notifications conversations and conferences directly Within servicenow and they have major Incident Management which helps service owners get Services up and running again faster by automating teams calls within servicenow and then finally there's agent to employee chat to help enable agents to reach employees directly in teams phone service now again this is all seamlessly weaving experiences into natural workspaces and what I mean by this is that employees don't have to leave Microsoft teams to get the services that they need and agents don't have to leave servicenow to complete workflows and complete tasks that they are assigned so as I mentioned earlier let's talk more about employee Center and Microsoft teams first it's a huge productivity boost for employees and that's because the vast majority of their work time is spent in Microsoft teams we're constantly collaborating with others and so it just feels natural for me to want to stay in Microsoft teams to complete a workflow or to request service and what's great about it is just how natural that all feels after talking to a manager I can complete a workflow that is assigned to me or maybe I can read them up more news on uh on an update that was shared during a company-wide all hands all that can be done inside of Microsoft teams I don't have to leave my natural workspace and employee Center alone increases self-service it's a tremendous product and when it's inside of Microsoft teams it's easier to access it's easier to access you get increased self-service okay one second okay so let's talk about employee Communications when your employees are using employee Center and teams you can get more effective employee Communications the experience is exactly how you imagine it they receive notifications with brief summaries directly within the activity feed and are taken to employee Center within teams when they click on more information it's a great way to drive more engagement around critical news or even upcoming events and finally this is a bilateral experience it's not just everything inside of Microsoft teams you can start with a browser experience if you're inside of employee Center on your browser and you're searching and doing completing workflows and you need to connect with an employee well you can see that away statuses and with the click of a button you can start a conversation with them it's really a powerful experience and what I'd like to do now is actually walk you through how to set up the integration between employee Center and Microsoft teams now before I jump into my demo instance I just want to frame the demo for you there's going to be three steps to this the first step is to Simply connect teams and servicenow and the second step is going to be that I need to download the search now generated manifest and then the third step is to upload that manifest into Microsoft teams I'm going to periodically refer back to this slide just so everyone has a frame of reference of what I'm demoing in the context of this overall flow so let's begin okay so the first step is to ensure that Microsoft teams and servicenow can connect to each other and to do that I'm first going to search for servicenow for Microsoft teams and I'm going to click on this action called install Azure apps and when I do that it's going to take me to this screen and you're going to see an option to install the Microsoft teams connection when I click on that button it's going to open up a new tab that is going to prompt me for my Authentication and when it renders I'm going to select a dedicated role that I have specified for this integration let's see I might need to give it a jump start bear with me for just a bit okay let's start again Okay so looks like something that's happened to my instance I was acting up a little bit but luckily I do have a backup here so let me just walk through this the screenshots here so what I can do is quickly click on that install Azure apps and when I click on the install button it prompts up my option to select an account and the second I select an account it will take me right back to my service now page and I can see that it has been installed and subsequently additional applications have been installed okay so that's step one now let me go back to this flow of connecting teams and servicenow and I'll move on to step two which is to download the servicenow generated manifest all right so to download the servicenow generated manifest I'm going to search for servicenow for Microsoft teams and then under this option of application manifest I'm going to click on search now for teams when I do that I'm going to be taken to this page right here and this is where I get the option to click new and this starts my workflow of creating the servicenow generated manifest and when I complete this task I'm going to First Complete uh specify a version since I've done this before it's going to I'm just going to select 1.0.9 but if you're starting from scratch or it's your first time doing this you'll just start from one when I click submit it's going to enter me into this workflow and this is where I get the option to configure a virtual agent if I have one and in this case I do but if you don't this option does not appear and next I'm going to configure my tab and this is where I get the option to specify a um my tab name and in this case I'm going to select um employee Center oops looks like it's missing an option here 's looks like everything that could go wrong is going wrong today that's okay live demos are almost like that so it's okay thank you I'll try this one more time a good tenant ID oh I think it's because I don't have this installed that's why okay this makes sense so unfortunately because I my instance is not connecting to my my Microsoft tenant for whatever reason I'm gonna just try to quickly log out and log back in and see if that reboots things um but if not I may have to just switch completely over to um the uh screenshot that I took earlier and feel free people on the call to post your questions in Q a we have a few marked for Life uh answering live and we will as soon as um passive rolls forward with the demo we will um we will take those questions yeah and I'm just going to try another browser just in case that might make a difference yeah and meanwhile you know when you while you are trying to test there are there are um there are questions that are on what are the roles required on each side I think you're going to cover it a little later but we can talk about that as well yes and oh look at that we are in Mark so I'm going to select my account here and this should establish connection between the two platforms and you can see as I mentioned in the screenshots earlier that now the two platforms are connected so why don't I try and move back over here where I was starting to create that manifest file um I will have to start over there we go creating a new manifest file so that I can get that application ID Auto populated for for this okay okay live demo foreign so kind of moving on picking up where we left off I started by creating a manifest file I populated the generic information and really that's for your own purposes so you can understand what the Manifest file is um I there's an option to configure the virtual agent and now I'm moving on to the configure Tab and this is the option to say we're not in login to the employee Center experience from Microsoft teams there's going to be a tab for me this is where I get to give it a name and I like to give it employee Center but you might have more creative names for your company um like that you want to refer to the employee Center Hub app as okay so I'm going to click next and it's going to prompt me to download the Manifest file and as I'm waiting for this to render I'll just take a look at some questions here it looks like it's rendered okay so now what I'm going to do is I'm going to download this manifest file and you can see that it's downloaded here so let me move back to the presentation we started off by connecting the two platforms together and we just completed this workflow of downloading the service now generated manifest now at this stage I'm going to upload the Manifest file into Microsoft teams so let me show you what that experience is like okay so to do this I'm going to navigate to admin.teams.microsoft.com and it's going to create this experience for me and I'm going to navigate to manage apps and here I'm going to upload a new app but since I've done this before you can see that I already have servicenow for teams uploaded and so instead what I'm going to do is just simply click on this option and I'm going to upload a file I'm going to select the file that was just that I just generated and you can see it's now uploaded here excellent now I've uploaded the file into Microsoft teams what I'd like to do is make sure that it's available on everybody every employee's teams instance so to do that I'm going to navigate to setup policies and I'm going to click on the global org y default auth policy and over here I need to make sure that the search now for Microsoft teams app appears as a pinned app inside of Microsoft teams so first I'm going to add apps and I'm just going to Simply search for servicenow and select the service now for teams app that appears here and add it I'm going to click save and then to complete this step I'm going to go to the pinned apps and simply add it there click save and I'm all done here now to get this to appear in Microsoft teams I need to log out and log back in so let me just quickly do that and we can complete this profile foreign so I refreshed my instance and now what I'm going to do is click on this little uh nine box option here navigate to Microsoft teams and I will show you the employee Center inside of Microsoft teams so as you can see I now have a pinned application here called servicenow and when I click on it it takes me to employee Center and here's where you can see there are three four options first is there's a chat option and this is optionally where you get to interact with the virtual agent and I can talk to the virtual agent by saying hi to it or ask for information it's also the place where I receive notification so you can see earlier on March on March 27th there was a major incident where email server was down and as an employee here I get that notification in this case I was a an agent helping with that and so I got a notification saying to come in and start to help out the team to bring the email server back up I can also click on the employee Center tab here and this is where I get the same great employee Center experience just embedded inside of Microsoft teams let me take a look at some um you know as I as the employee Center here is loading I can see now that I can interact with the employee Center and I can check out different policies like laptop refresh parental leave and just interact with the same great experience you know I can come here and I can improve things that have been sent to me it's just a great experience because I can start a conversation with someone over here and then complete a workflow that they may have directly inside of employee center it's a really an awesome experience um let me pause here I'm going to go back to the presentation just to wrap up what we just saw so we first started off by connecting teams in servicenow then we downloaded a servicenow generated manifest and then we uploaded that manifest into Microsoft teams so that was the workflow let me pause and see if there are any questions that I can answer live thanks as if that was that was good and I'm glad that we could demonstrate it live so thank you for that um there are a couple of questions that I think we can take at this time one is what is the difference between the conversational interfaces um app versus servicenow for teams apps uh that's a great question so when we had first started our journey with integrating with Microsoft we started off with a virtual agent and slowly but surely we started to onboard more applications and so what you're seeing is is our employees and our app which is front and center now becoming our main uh application that we want to include in in the team's integration and we are making a concerted effort to make a single manifest that that could be shared with um with that could be uploaded into the Microsoft teams integration so I guess another way of saying this is that if you just had the virtual agent and you had you know later plans to deploying employee Center you can deploy the virtual agent on Microsoft teams ahead of employee Center and once you are ready for employee Center you can deploy the two together using the single manifest so um correct me as if I'm wrong what you're saying is conversational interfaces with Microsoft teams will give you VA on themes only but if you're looking for VA and employee Center it will be serviced now for teams application that's correct yep awesome so the other question which was tied with this was let's say we do have a conversational integration with Microsoft teams installed and now we want to get employee Center um like what would my steps be because we want to be careful that they don't mess up their VA configurational themes yeah this is a great question so you will want to it's perfectly possible to have two manifest files uploaded into the team's application now why you don't want to do this is because you might confuse your employees on where to go for what and so but my recommendation is to combine employee Center and virtual agent in the same way that I demoed and use that as the single manifest file that all your employees are going to interact with so essentially you have to recreate the Manifest file and upload it and replace the old one that's correct okay so for those who ask questions related to this please feel free to raise your hand and we can take any follow-up questions but hopefully this was clear um the other set of questions that I'm seeing is just asking for Clarity on which account we do the integration with is it the sys admin account like if you could just talk about the account as well as maybe tie in the roles required for doing this will be helpful absolutely um why don't I skip ahead to another slide real quick and just talk a little bit about the prerequisites which includes the roles and the accounts that you want to us want to configure so from a core plug-in perspective you'll just need the Microsoft integration score uh installed in your instance from a Microsoft roles perspective what I recommend typically is that you create a new user for this integration and I chose the name of now Microsoft integration just for the sake of this demo just so that I can remember that this user is responsible for this integration I think it's nice to have that because you might end up using the same user for multiple if you if you don't have a dedicated user like I do you might get confused and forget what this user is is is uh really integrating um from a roles perspective it's an either you either give it Global admin which might be you know too much um depending on how your your security team looks at it in which case you might just want to use the combination and you need both teams administrator and application administrator to complete this this integration okay so that's what you need from a Microsoft perspective now you need a corresponding service now user role as well and that same user needs to have either admin or external app install admin what's common to both of these are the email address so that you can complete that so that the application knows that the user what the name of now Microsoft integration is the same user as now Microsoft integration um over here inside of service now yeah awesome that's helpful Asif um should we take a couple more questions before we move forward uh yes yes we can so um one is it's probably a customization or versus configuration question can you default The Landing to employee Center tab rather than chat oh that's a very good question I believe that as customization out of the box it doesn't it's not supported and um you know what I would recommend is to go onto the community site and ask that question because we have a really Stellar community and a lot of experts that are actively monitoring that and should hopefully come back to you with a recommendation sounds good um that um so for those who are asking that question please please make sure you post your question on the community and I'm pretty sure someone would have figured how to do that um another question is can we like not activate virtual agent in the beginning and activate it in the later stage I believe the answer is yes but anything you want to talk about and that's correct yes the virtual agent step in the Manifest generation flow is optional and now it just so happens that my instance had the virtual agent already set up and so it gave me that option to configure it but if you don't have the virtual agent set up um you can choose not to um and enable it as part of that manifest generation workflow awesome we do have a hand raise and I have allowed you to talk so feel free to talk I think it's Sandy you could just unmute and ask okay maybe there are some issues on that but that's okay we can keep going forward thank you so much Asif okay absolutely so what I wanted to do was wrap up this this section with a couple of best practices and I want to start off first by saying that the that when you take on this integration it really is like a 30 minute at most exercise as you can see from the demo um it did not take a lot of time to get this thing up and running now what will take time is making sure that your various stakeholders and and key players are really aligned and working on this and so what I emphasize is that once you start this or when if you're very interested in this just be very good with communication make sure that uh if you're not the servicenow owner make sure that the servicenow owner and the Microsoft owner are on the same page and aware of what you are uh wanting to complete and there will likely be additional key players that you need to bring into this effort as well and there's going to be an admin or two it'll likely be the servicenow admin and the Microsoft admin and possibly a technical architect um but rest assured that service now and Microsoft co-created this integration we're aware and we work together to make sure that the two two platforms are talking to each other and so everything we've done was very intentional and you have the benefit of knowing that service now runs on that is integrated with Microsoft teams that is our now and now team has as well as Microsoft game Microsoft and Lawn Service now the same way we run uh service now and so it's great to know that the two big companies have adopted this integration are totally comfortable with everything that that um is required during this setup um now we'd also emphasize that you communicate and follow up you're going to get lots of questions or you might get lots of questions from either the Microsoft admin or technical architect make sure to communicate them and document everything that they're asking for and we have a security white paper just in case they want additional Clarity that should answer a lot of the questions but if it doesn't please leave a comment you know that that's what it's for and we want to be able to benefit from everyone's uh requirements so please navigate to the the studio white paper and I'll link you to that in just a bit and then uh if it doesn't answer everything just leave a question leave a question there foreign so kind of recommendations on how to drive alignment you know I recommend that you start a team's discussion with the key players like I mentioned schedule meetings with them to review the instructions and and the implementation steps that I just covered with you and then document all those follow-up items so that everybody is aware of what is being asked for and um complete their tasks accordingly you're going to need to create roles and provision security to those roles and you just need to make sure that people are doing that job as I shared earlier the requirements are you going to want to communicate are as follows I'll skip going over this one more time um just because we've seen it already and you'll have access to this on community through this presentation but also there are articles that I can share with you as well that cover these same requirements so helpful resources everything that I've covered with you today is documented on community there's a three simple step um article that we've written that helps you integrate Microsoft teams and servicenow and then an article that helps you generate the Manifest which is part one of two um for an employee Center and then part two is going through the steps of uploading that manifest and configuring it there so that employees can see it and as I mentioned earlier there's a security faq's white paper as well that helps answer a lot of common questions that we've heard from customers in the past and then five is just a link to our product docs that has more detailed um step by step for more more uh less common implementations I should say and so with that I just want to say thank you and maybe we can spend some time doing some more q a Puja yep absolutely there's a ton of questions the Q a panel is on fire um let's start with a follow-up question that we have from one of the previous previous set of questions that we were discussing so when we do upload or change the Manifest um will that require the application on the team side to be also updated yes and so you will depending on how you set up your virtual agent the first time uh it may just be a cleaner configuration to just deactivate that application and create a new application okay thank you um there are a couple of questions which are around single tenant versus multi-tenant and migrating from single tenant to multi-tenant just so everyone in the audience is clear could you talk about those two setup systems and what's our recommendation around it yes um so there are multiple ways to configure uh the servicenow for Microsoft teams integration you can have a single servicenow instance and multiple Microsoft teams instances in which case we call that the multi-tenant configuration um that is no different than what we just walked through uh you just need to follow additional steps on our product docs to complete that that workflow um it is a less common implementation set up from what I've seen which um you know if if we get if you would like help with that I'm not sure who asked the question but uh please please stop by our community site on for Microsoft teams and ask the question if you have if you'd like more resources there uh but for more more common implementations it is that one to one of I I have a single Microsoft tenant and a single servicenow tenant in which case this flow is very very straightforward set of questions that people are asking so I do have a single Microsoft tenant and um they are asking how do I test everything in a sub fraud environment and move to Broad is there a way to like what's the best practice around it yeah so so I think the great part about this is is that it's it's purely an integration at the end of the day and you can test the integration in your subprod instance and it really just means pointing your sub prod service now instance to uh whatever instance of Microsoft teams you want to have set up and I've had plenty of customers do that test it out become comfortable with the experience and then choose to deploy it in production now you can phase that production rollout um I think a common way of doing that is to um bypass that configuration step where you make your employee Center a pinned app just so that you can ensure that the employees in our app experience is working as as you intend in production once you're comfortable with that then you can choose to the pinned app configuration so that all employees see the employees in our app awesome thanks as if there are any follow-ups on this please feel free to ask um the other last few questions that I can see we can probably take out live is when we are from it from an integration user perspective does it require multi-factor authentication um is there a way to set up without the multi-factor Authentication uh when you do this setup that's what I think like I'm not too sure on the question but that's what like it is about like the need for having multi-factor authentication on the Microsoft side to do the integration I yeah I believe so I I just so happen to be using Microsoft's a multi-factor authenticator for this um but I do believe that as you have like if your team's admin uh doesn't require it then you'll you'll likely not need it when you do the the integration itself thank you um let's see what additional questions there are um one question that I've heard other people also say and it's kind of coming in another question in the Q a panel is often the the the roles that we require from Microsoft side are pretty high up and they ask a lot of questions and like you know the permissions required um and and there is not like is there any documentation that you can share with the group here or any any best practices that you would recommend to work better with Microsoft admins because I think every month everyone on the call here would be the servicenow side and they have to go and then work with Microsoft side so any any additional best practices on that I've had I've I've talked to a few customers about this and they have that same experience and that's why the emphasis emphasis of um first and foremost communicate communicate and communicate when you start this where I've seen it go really well is when customers when when the service now owner has engaged the Microsoft owner from the onset and is shared uh plenty of collateral like like um let me go here have shown these these documents and then specifically the FAQs and the um the product documentation once they see the roles and roles and the requests in the product docs tends to bring down the anxiety from those teams admins for those teams admins um but you also have to understand their perspective right so when when they're asked to Simply create a user and give them admin rights uh they do get a little um their anxiety levels go up and it's kind of like a hey I need you to do this last minute requests and and they they don't typically understand all the context that the the uh that the requester has so when they get that support up front it tends to make for a smoother implementation and you can get those questions and documented um and follow-ups uh from the onset that way they know what to do and they're just waiting for additional information and so really the recommendation is to get to engage them early and make sure that they're aligned and then communicate and do those follow-ups that that's where the bulk of the work is and it's really not a lot once you think about that once they've become an advocate for this integration as opposed to a dependency integration um and I say that because they're wanting the Microsoft teams product that they own to be adopted more as well so anything that gives them more and more adoption they're very happy to hear about so if you turn them into an advocate early on as opposed to a dependency later on uh they're much more easier to they're they're like you'll have a more smoother implementation awesome thanks Asif um another question that we are seeing which is also pretty interesting is do we have any recommended sequencing like do like should customers wait to be on employee Center or virtual agent and then integrate what is there a path that you would recommend I recommend that you should move into I put myself in that employee's juice right and um as the owner as an employee and I need Service uh if I can get some immediate benefit I will be better off and so my recommendation is to advocate for your employees as much as you can um at the expense of maybe you have to change some things down the road um and and to me that is purely from the sake of hey we want employees to be more productive and their productivity games will always always surpass any incremental or change of work that we need to do later on uh down the road so if you have virtual agent and it's already up and running moving into teams and then when you're ready for employee Center and the virtual agent do that work and communicate the change but your employees will be happy because they get more and more over time um and you get feedback on what's working and what's not working awesome thanks awesome um and I just want to add that you know even if you have not deployed employee center right now you can have your current portal embedded in teams and once you're ready with employee Center you can point it to employee Center and teams so that's that's possible as well um and there were a couple of questions on licensings I'm just gonna say you don't need EC Pro license for this even employee Center standard can be integrated with Microsoft teams um one more question and then we can just close um this is just um can we change the look and feel for employee Center on the themes and uh as if I'll give my perspective and you can add to it we recommend against doing that like you would want to have a consistent look and feel as you would have in your portal experience that you would integrate in your team's experience so you'd you don't want to create a whole different experience and that's the whole point of being an embedded portal essentially um but I don't know assets if you have ever encountered this question from other questions and other customers and if you've seen other approaches work better well I I think you're you're right about that like consistency between the portal View and the team's view is key so that you create that mental map between the experiences um we've heard of customers wanting to Nick change the name of the application so it doesn't say servicenow for Microsoft teams I think that's innocent enough and maybe they want to call it something a little bit more fun um more in line with the culture of the company they work for um I don't think there's anything wrong with with changing the name of of that the name of the application so you know I think use that as as your guiding principle in my opinion is try to figure out how to align mental models as much as possible but then don't don't kill the spirit of of having fun with this as well awesome with that thank you so much Asif and thank you everyone on the call I hope this was helpful um and we'll be back again next month with another interesting topic have a good rest of your day