awesome everybody let's go ahead and get started now welcome to the next experience Academy my name is Maria Gabriela Ocho perezwechter I'm a senior outbound product manager and here with me today is my lovely co-host hi I'm Ashley Snyder I'm a principal outbound product manager here at servicenow uh you may have seen me on previous academies and I'm handing them off to Maria Gabriella now very excited thank you let's start with some housekeeping these um please use the Q a for questions it helps me gather the questions up to post them after the session use the chapter comments um introducing yourself General commentary um letting me know that my microphone still works things like that and this session is being recorded and the slides and video will be made available like I said before these sessions are for you so please ask questions and interact it's not going to be just a presentation we'll be in the product a little bit and our next session is going to be July 19th at 11 A.M Eastern uh before we get started a quick Safe Harbor notice we are product managers which means that we sometimes say things that are considered forward-looking statements basically don't make any purchasing decisions on anything that we say as things might change uh in the future coming functionality and we're going to start today with a quick recap on where we've been and how we've gotten to where we are today this is going to be a little bit of a review for some of us just to make sure we're all on the same page before I break the big news and let's talk about our multi-year journey to re-platform the product uh we started with Quebec and Rome we began to constructing our agent workspace product to make it more configurable by customers we launched our first configurable workspace for customer service Management in Quebec alongside the new UI Builder and configurable workspace template for app engine studio in San Diego we released the next experience UI which Bridges the gap between working and configurable workspaces and classic environment lists and forms now users can work in both ways of working without having to use separate browser tabs we also release more configurable workspaces in San Diego such as service operations workspace for itsm in Tokyo we made configuring pages in UI Builder easier and continued innovating on the next experience UI in configurable workspace offerings and Utah we release theme Builder to make theming next experience UI more comfortable and making working with a configurable workspace is easier with a new graphical user interface and we continued innovating on the next experience UI UI Builder and our configurable workspace offerings in Vancouver we're focusing on making UI Builder even easier to use as customers begin uptaking configurable workspaces and next we're going to talk about a little bit on the next experience architecture we're going to start with some terminology that I love to go over every time I talk about this just to make sure we're all on the same page the next experience framework uh refers to the JavaScript framework uh sometimes you'll hear it referred to as seismic uh the next experience UI is the graphical interface that was released in San Diego which is built on the next experience UI framework we've got configurable work spaces which are our new wave that replaces working out of lists and forms we've got the agent workspace which is the Legacy workspace introduced in Madrid that has been replaced by the configurable workspace core UI is what a lot of you might be more familiar with it was previously known as UI 16 and this is the interface that's used for next experience is not enabled and then the classic environment is the previous way of working aka list and forms so if you hear me talking about classic environment I'm talking about list and forms now this is the a nice little side by side we'll go over more of a uh comparison at that later part in a demo I'll kind of be going over the different features of the of the product and while we're here I wanted to ask a quick poll question do you have the next experience enabled and please uh let me know what version you're on if you don't have it enabled fantastic it seems like a lot of you have it enabled if you want to drop some nice comments about how easy and awesome it is for those of us who haven't gone and enabled it yet in the chat that would be fantastic so let's go ahead and continue and I'm going to talk about the three next experience pillars which is the framework the not assigned system and the next experience UI itself um we're going to be going into a little bit more detail about the modern tech stack which is a modern JavaScript framework built on open source web standards and it's similar to react but it's not exactly react it eliminates the need for third-party libraries such as angularjs or jelly and it allows us to create web components based on web standards which are future proof and adaptable we're not getting rid of angularjs at this time our service portal and employee Center products are still they still use angularjs and I'll be going over a little bit more about the relationship between UI Builder and service portal in a second we also have um a component library in the servicenow CLI uh using the UI framework you can build components and we have over 200 out of the box components you can use we always encourage you to start from using our components and extend them to meet your needs but there's also the servicenow command line interface which enables you to create your own components and introduce them into experiences via UI Builder and we have some awesome content from knowledge that is on the now learning site that can also help you out with that with some Labs there then there's UI Builder which is our GUI page builder with UI Builder you can drag and drop components on your experience pages and configure components to work with data and events UI Builders can configure licensed experiences or once you create via app engine Studio or manually and in San Diego we release a new layout system that supports CSS flexbox and grid without having to edit code so laying out pages is even easier and this is the number one question that we always get with next experience and UI Builder is that it is not yet a replacement for Enterprise service portals at this time the employee Center is our recommended service portal solution as of the Tokyo release and is still utilizing the angularjs framework we do want to migrate portal to the next experience technology in the future but we're still in the exploratory phase of that process app engine Studio did release a starter portal template which is not a replacement for end-user service portals they're used for internal employee applications such as time card management or time off requests basically the key takeaway here is I have your own service portal or employee Center you do not have to make plans to rebuild your portal as of Tokyo or Utah or Vancouver we'll be releasing more information about portal when it's time but for the current upcoming releases we're only focusing on the fulfiller experiences with workspaces and I've got a handy little chart here that shows when you should use UI Builder versus service portal and the main kind of takeaway here is that if you want to use a service catalog or if you need public Pages those either have limited support or are difficult to set up with UI Builder experiences so we still highly recommend that you go with a portal now for typical next experience UI activation procedures um I want to mention that there's a recorded platform Academy that goes into more detail and it's found in our product Hub in the community um but you should generally follow these activation steps if you want to take a quick screenshot just install the Readiness Checker scan for unsupported features which I'll go over very briefly in a second enable the next experience UI in a sub production instance perform upgrade testing remediate any unsupported customizations such as Dom manipulation prepare Communications training and other organizational change management materials and then enable it in production as part of your release cycle or per your organization's change management procedures for new features there is a there is something that I hear a lot of the times is that while it feels scary at first to change over that it ends up being a lot easier for your users to adopt since uh and I'll be showing this at the demo at the end there's not really too much that changes at its most basic uh this is just a quick slide on the next experience Readiness Checker uh you can grab it from the servicenow store and it can walk you through uh walking uh checking for unsupported features based on your instance they'll have recommendations and links to the product docs to remediate issues that won't work with the next experience and it'll dive deep to understand who's using deprecated features and report it back to you now here's the big part what is changing in Vancouver not much is changing except that the next experience will be enabled upon upgrade for Vancouver for all customers so before the upgrade um before you would get the next experience enabled by default if you create a new instance or you see booted and you could choose to enable the next experience at your own pace but with Vancouver during the upgrade it's going to be enabled automatically now we want to I I want to let you guys to know that if you have any known issues with the next experience and turning on will negatively affect your instance um then prior to installing the Vancouver upgrade you are able to create a new system property that's listed out in the slide here and set the value to true um there are other options as well which is after upgrade if you want to turn it off you can set the system property to false or if you want to have a faced rollout by groups you can check the next experience Coe article that we're going to link in the chat here shortly that contains information on how to do a face rollout but we as of Vancouver we do want everybody to be using the next experience so this is just the the big heads up if you have any questions now it's a great time to ask um and let us know in the Q a and I'm happy to answer any questions you might have um but like I said the the intend the intent is for everybody to start using next experience as of Vancouver gonna give it a couple of seconds here as you do have two questions in Q a um the first one from Stefan is asking if it's still called Next experience um they've seen mentions of now experience as well so Ashley I think you were here for that change would you like to talk about it yeah um so prior to San Diego the framework itself was called the now experience UI framework um so there are still mentions probably out on the developer site and some modules out there of that but the new name for it since San Diego is next experience so whenever you see now experience just translate that into next experience they're both one and the same there's no differences all right we have a lot of um questions coming in so does next experience have a global property to force left-hand navigation instead of the Top Hand nav menu I can go ahead and answer this one so there is um you can set a global user preference it is in the Coe I can't remember off of my head right now but you can set a menu to be pinned when users log in you will have to do this before they log in the first time um so if you are like rolling this out in production you're going to want to set that Global user preference um because as soon as they pin something else then their their user preference overrides it but it's in the Coe um you do have ability to do that and next question is would there be any loss of support consequences for opting out of next experience um the best place to learn about something like that would be the actual support site or submitting a case as of right now I don't think I've heard of anything related to that but I would I would look out for that in the future seeing as we are trying to move everybody to the next experience next question is it would be good to notify users with a platform about some of these types of features in advance and allow users to have an early view so it's easy to get adoption um actually I do think that in the most recent features when you first log into the UI there is a little uh module that pops up with a preview of how some of the features work um so you are able to to use that as well there's a good question here about uh business continuity management and when they're going to get a new workspace I think this is a good question for all workspaces that we have out there so our different application business units you know itsm have service operations workspace CSM has theirs so business continuity management would be underneath there's really go check out their product documentation get with your account rep and get with your solution consultant so they can get with those product teams while our team you know works with the framework and the common components that all these workspaces share we don't really um you know we don't navigate or control when they decide to release their workspaces we we have insights into that and we can definitely find out but it would just be best to go to the source through your account rep to get that information and thank you all so much for sharing your feedback about the performance issues that you've been experiencing with next experience that's good feedback to take back and take a look at at those uh cases and see what's going on with those as well yeah there's a lot of variables that can come into play with those um depending on what you're loading right is it dashboards is it home pages is it something else so the more information we can get about those cases we can work with support and kind of see what the trends are but we can't really tell you exactly what that would be um but we can take those cases back to the product teams and take a look at those Trends we have a question about what's coming in UI builder for Vancouver we're going to have an academy session on that in the future um I want to say it's going to be one of our fall academies I don't know right off the top of my head but you should definitely keep an eye out because we're going to have a whole episode dedicated to that question uh when when will Vancouver be released I don't think that there is a date that's live for that just yet but I would expect it this fall yeah we're aiming for the September time frame uh we don't have a date specifically released yet but you know we will definitely get on it when RTP comes out in EA and you'll start hearing us perk up more I know that Chuck's already reached out and he's already starting to get his materials together so we're on it and we'll be ready for you and then have you heard anything about when ATF might become available for next experience Ashley uh I know we've gotten feedback on that I know that the product teams are looking into it so I don't have any specific dates we are aware that a lot of customers want it um we want it of course we want you to be able to test um but we there's a lot of discovery that goes into that due to the natures of how components are built um I won't get too technical but we are doing a lot of Discovery on it to make sure that whatever we do um works for you when we release it will these Academy sessions get technical about working in the existing UI Builder so Kim that's a great question and a perfect time for me to plug another program that my team is responsible for it's called you and I Builder live we go live on the community on The Advocate YouTube channel and I like to post when these sessions are going to happen on the sndevs.com server we have a channel for next experience so you'll see the topics and everything get posted there but we we basically go live on the second and fourth Thursday of each month and have in-depth kind of projects that we try to get done in UI Builder and we go really deep into the um into the inner workings of it our most recent um our most recent uh session our most recent episode was about the calendar component and configuring that and getting that to work uh so we definitely get a lot more in-depth and Technical about this um in those and Lisa posted a link to our playlist thank you so much Lisa there's a few more questions I don't know if we want to hold these to the end um or continue on but whatever you want to do Maria Gabrielle definitely so let's go ahead and continue on Just for we only have a little bit more left I'm just going to go over some key next experience features um and then we'll go over the rest of the questions at the end after the demo so this is just a quick slide if you want to take a screenshot of currently unsupported features um you can see ATF is not supported in workspaces right now um connect chat being replaced with sidebar chat and another call out to the next experience Readiness Checker as a great place to start with to see what features you're using that are going to get um that are unsupported in the next experience and now to highlight some of the features that I'm going to talk about here shortly we've got admin configurable menus uh it's it's awesome in ass of Tokyo you can create custom menus geared towards personas to display applications and modules needed for the Persona so that way you don't have to rely on the all menu and create modules there you can create for example in the screenshot we have a um a menu for a knowledge manager with all of the relevant things that they need there we've also got favorite grouping you can users can now organize their favorites into groups and I'll also be demoing that shortly you can Nest them up to three levels and it's got an awesome little configurator that you can use we've also got the Polaris theme and the Dark theme um the next experience UI ships with the default Polaris theme which is the purple theme that you see but our Dark theme for it now expands into workspaces classic environment forms listen dashboard SAS of Utah it's gotten a lot more compatibility and then finally theme Builder House of Utah we have a soar app that you can download called theme Builder and it's a platform feature so there's no fee found in the servicenow store where you can easily create a Core theme for next experience UI in a few clicks and it's still in its early stages so there's a lot of features that are coming in the future but if you ever want to talk theme Builder I am always happy to chat and help you out with that so I am going to change over to this quick demo that I have Ashley are there any questions if you want to address while I am doing this we got one um from Joe will there be a new UI infuser upgrades after next experience not that we know of right now next experience is it um we're continuing to enhance it uh make it better I can't say what features we'll come out with fast Vancouver right now or even if it will look differently but keep an eye out and as soon as we know we will let you all know but you know this is the the user interface that we're currently developing on right now um from Devin will there be a place where servicenow will show user created UI components that is a good question I think we need to take back uh and see I know right now we don't really have a crowdsourced place for that but we will take that back and and see what we can do I think we'll get Brad on that when he gets back our intern Brad oh the interns um that's an old lady coding happy hour joke you should look it up on YouTube and have some fun um so this is what I was mentioning earlier when I said that there's a sort of splash screen that happens when you are able to turn on the next experience um so in this instance I've got a I've got a user property enabled for my end users to be able to turn it on and off at will so that I could show you guys side by side what it looks like and this is what pops up when it knows that you can enable it kind of shows you a little preview of the features that you can use I'm gonna close out of here and actually I'm going to click on turn on next experience real quick because I meant to impersonate a user so I'm going to go ahead and impersonate this user and now we can see a side by side difference of the next experience on the left and the core UI or UI 16 on the right hand side and to start with you can see that the left hand filter navigation menu is missing in the next experience but good news all that you have to do is go in here and pin it and you get the exact same experience that you've always been used to you've also got other menus up at the top that are available you've got your favorites you've got your history and you've got workspaces if they're available to you as well as an admin menu if it's available to you I'm going to go in real quick and I'm going to edit my favorites well first I'm going to add in some favorites normally I always go in here and I just always favorite the service portal because I work with service portals the most or I used to anyways before this job so then I always have the portals in my favorites list right here but I don't really have a use for most of these I'm going to edit my favorites now so you can create custom groups and I'm going to try to drag and drop some things here so here you can see how you can drag and drop them and remove uh portal favorites right there and you can remove other favorites as well I'm going to save my edits and I'm going to just grab a couple of things here I'm going to grab my portals I'm going to add them to my portal favorites folder I'm going to add the configuration and I'm going to add them to my portal favorites folder and then I have them available up here in my favorites which I can pin instead of the all menu and now I'm gonna show you guys some unified navigation menus I'm going to create a menu here and I'm going to click into it and create some menu items for it and here I'm able to select from modules that already exist so I'm going to see if I can find for my other portal developers I want to set them up a menu so I'm going to grab the service portal configuration and add it and then I'm going to grab the themes as well as widgets oops first got to change it to modules I'm going to make sure I have it from the right application menu and I'm going to hit submit and now I have a new and I'm gonna just hard refresh it to make sure that both of my modules show up I have a new portal here portal menu that I can select and take a look at right there um another awesome thing is that you can create a favorite from the contextual admin uh app pill right here and it pops up the same favorites options that you had before where you're able to just add favorites to your folders like that now and to show what I would do in the old UI I'm going to go into incidents here and if I wanted to favorite this I would have to go into the hamburger menu a big change between uh next experience and core UI is that in core UI you had hamburger menus and in next experience you have Kebab menus um for some reason it doesn't seem to want to let me open the hamburger menu here so I'm just going to add a couple of favorites from the menu and you can see right here and all that I really can do to these favorites is move them around change their color and icon or change what text they have up here so in next experience you certainly have a lot more options for a configuration and a lot more options for these um admin configurable menus moving forward Maria Gabrielle I wanted to mention so you see the colors for the groups oh yeah when you when let's say you create a group and you want to make all the favorites the same color in that group you do it after the fact so you can put all your items in that group and then go back and change the color for that group and it will change all your favorite colors Nancy has a great question in the in the Q a do the themes get overwritten with the Clone can you have different themes for different instances example prod Dev test um so you are able I believe that actually you have an article out there yes yeah it's on the Coe um basically you just need to create a data preserver um so how the themes apply to the instance is with the system properties so one theme is in your instance and it's in that system property and then you just create a data preserver for that assistant property yep and you can definitely have different themes for different instances and you can either do it the way that Ashley said to do it with your data per servers or the way that I've done it before is I've gone kind of super custom and created a multi-tiered um theme that had different variables inside of the theme that I changed according to what instance it was in so you can go either the super logical way like Ashley did or you can go extra in and go um way on the other direction as well let's see what other questions there are oh and it looks like Adam also linked a a link to the docs with the um next experience theme clone preservers there as well Ashley what is the difference between traditional core dashboard workspace dashboard and workspace landing page so you have your responsive dashboards that we've had out for a while um that were replacement for home pages I want to say around Istanbul Kingston Jakarta time frame somewhere like that um so your workspace dashboards those are now using the new next experience dashboard technology that we have out there when you can create inline dashboards with our editor we have an academy on that it's pretty easy if you have users that are used to creating um responsive dashboards they should be able to pick up those pretty easily or if you have more advanced dashboard needs you can go into UI Builder and do that and then workspace landing pages are landing pages that our app be user shipping so they've kind of created a landing page for you and you can go in and modify that so there is a little bit of an overlap I would say for the dashboard kind of questions that we have out there you know look more towards like performance analytics like um I think we have a platform analytics Academy out there look at their around Vancouver and Washington DC for more information on that we do have changes that are coming to make it easier to migrate responsive dashboards and experience dashboard Safe Harbor um but that is coming awesome and uh Steve asked the pin feature has to replace a collapsible menu on the left correct and yes so you've kind of gone from the default being open and then the option being to collapse it but now the default is for the money to be hidden and you now being able to show and pin it is there any update when presence will be available in workspace so um our workspaces are being refactored by the application be used so surface operations workspace and all those teams um we do have a new standard record page template that is available for use and presence is supported in that so it's just a question of those workspaces picking those up so if you are working on a specific workspace and want to use that functionality again check their product docs check with your account reps on that and we can get you linked into those teams on when those workspaces will pick that up and the last part of that question was by the way Ashley you are a legend and I agree thank you and uh lee asks a question that uh I see we have to download the next experience writing us check or is that free for everyone and that should be free for everybody to use and then Ashley is it possible to hide workspaces based on the rules yeah so there's two ways you can manage your workspaces um you can manage the workspace menu itself and if you need to completely remove a workspace from everyone you can do it that way if you need to control access by roles then that's done via ACLS and we do have product documentation on on how to do that out there so both two ways depending on what you need to do um and then we have one from Tim regarding sidebar replacing connect chat um let's see it does not provide all the same functionality as connect chat specifically an agent cannot use sidebar to request a chat and a queue connect chat can be configured as such so an example being a tier one agent requesting assistance for mature group um tier 2 group of agents and the request can be picked up so I think if I'm understanding this question correctly um your organization was using the connect support feature um to have cues from tier one to tier two so I know connect support was used a lot for end users going into tier one support and using that that you guys were using it from tier one to tier two so as far as that replacement that would be agent chat so when you think about chat cues end user chats people picking up chats agent chat is going to be the solution to that when you're you know pinging someone directly within the instance and need to ask a question to another team or a fellow co-worker then that's where sidebar comes in we have another question hi Ashley how do you make the workspace as the landing page you want to use for logs into the instance good question um so I know service operations workspace has put out some functionality to do this automatically based on role um there is a system property to set the login page for everyone if you need to do it that way it really just depends on what you need to do are you trying to set a workspace page for everyone or do you need to control it by role and what workspace are you looking at um so I would say if you want to Ping us directly or ask it on the community we can kind of pick that question up but if you are using service operations workspace that will be in the product documentation some of these for agent chat we're gonna have to take offline and get back to you on that as far as what we can like what enhancements can be done with agent chat and I know that we have some other academies on agent chat out there as well that might answer these questions but we'll just take those offline thank you so much Ashley for joining me today you're so very knowledgeable Greg that's a great question so I like to think of this as as next experience will never service portal is like oil and next experience is like water they are never going to touch um and by that I mean the service the angular service portals so theme Builder does not work with the angular service portals even though there's like a preview screen that shows the SP previewing with the theme that's not that doesn't work there and if you think of it also as kind of the the next experience UI framework or seismic versus angular that can also help you keep those two concepts separate next experience is not going to be coming to the service portal in Vancouver the next experience UI framework will ideally in the future support their own types of portals um but currently that's still being explored and we're still trying to see how that's going to work out from there that's a very good question that's why I always love starting with those initial slides when can you expect the new seismic portals um that is a great question I don't think we have anything uh any guidance on that just yet I definitely don't think it'll be in the next in the next two to three years probably and that is a forward-looking statement Safe Harbor [Laughter] yeah I'll add that we are doing discovery on it and you know it this is gonna be a big one right because we've had service portal for so long and there's so many things that customers can do with it we can't just ship a one and done kind of thing it has to be very flexible so we have to do a lot of preparation and research on that Ashley prior to next experience UI each user was able to set their default dashboard that will appear every time they log into servicenow but with the new UI that's not an option anymore will we be able to get that feature back um so in Tokyo I think Susan mentioned this in the chat as well um in Tokyo we actually released a feature to set your home page so we have four different options right you can use the default one that your admin sets you can set like the current pager on there's some other options as well so we do have that in the product docs so you have a lot more flexibility of next experience regarding what happens when you log in and what your users want to see thank you all so very much for your questions this is the perfect time um to ask them and as always you can find you can always find us on the community we have the next experience Forum we've also got the center of excellence actually we've got a couple of slides on those resources where they can find those so let me just go ahead and show that slide here we are so we've got the next experience Community where you can ask questions we've also got uh the next experience Center of Excellence which we I will link to in the chat right now we've got the next experience in UI Builder courses on now learning as well as the next experience you do playlists uh with our Academy sessions that I'll be adding to um there's also more academies uh from servicenow you can use this QR code to go to them or you can see them right here we've got the platform analytics mobile virtual agent and AI academies where other wonderful people are also hosting events and webinars like these where you can ask more questions and I think that's it for today thank you all so very much for your questions and thank you all so much for chatting with us today um if you like I said if you guys ever have any questions or need anything we're on the we're on the next experience forum and Community you can find me on sndevs.com which is a great uh Community as well and uh thanks again thank you so much for joining me Ashley thank you thank you everyone goodbye bye