I hope you can you can hear me now okay and and hope you can see uh slides as well uh with this probably we can just start the the session today um so today's session is is on uh getting started with walk up experience uh one of the offering is part of servicenow uh environment so let me go to next slide a quick Safe Harbor notice uh just in case if I'm using any forward looking statement that should not impact your buying decisions or your decision making about servicenow product uh things with this uh just a quick comment on the housekeeping so this session is going to be recorded and it will be available for your access on the servicenow Community page um so that's a good thing then I'll post this session you will get a a survey um to provide your feedback on the session so don't don't forget to fill those surveys uh as well um considering the stop small group probably we can allow all of you to speak so keep yourself mute um um and and don't don't hesitate to add questions you can utilize the Q a section available in Zoom or you can type your question in the chat box yeah with this a little bit about me um so I'm G2 part of product success Management Group here in service now um and taking care of the product adoption uh heavily based out of India Bangalore um this is about me so in today's session we are going to learn about walkup experience uh we will touch base on the user experience as well as how admin experience look like with regards to walk up uh we will learn about the check-in about the scheduling of appointment we learn about the dashboard we learn couple of important Concepts like variable time slot or skill based routing that you already have as part of workup experience this um my colleague will post a link in the chat box uh this is about in case if you are interested to join our future sessions you can go to this site you can register yourself um and and you can learn more about the servicenow offerings or product with this um so let's quickly touch base on the concept what is what is basically the walk-up experience is um so if you if you recall probably uh in your offices uh how your it team supporting your it shoes um maybe via email via some tool you need to reach out to them or via phone call to to ask for the help on the it related things so for this service now they have a fantastic offering as walkup experience uh where um companies or organizations they can provide a better experience to their employees or to their customers in regards to providing support especially on the IIT side so if you can see this is what the concept is um so it is something about application that you can create and manage to enhance the experience of your employees and user uh this is something a concept where you can you can provide uh in face-to-face service or in-person services to your employees so it's kind of a small um area which is dedicated to your employees employees can walk to that area and ask for help uh whether it's related to your laptops or softwares all those sort of things so this is one of the Fantastic way to provide in-person help and increase the experience in case of productivity um to all your users or employees um so concept will look like similar to this if you see that we call this as a tech launch the dedicated area you will notice uh to once the user the person who is looking for help reach out to this Tech launch um they have multiple options so they can they can book appointment here they can check in um as well by using available Hardware assets in this picture you can see the on the iPad so user can walk this place check in Via this iPad and wait for some of the agent to pick the request and start working on those requests in this big monitors um or this kind of a big displays uh they use user can keep monitoring when when it's his turn or her turn is uh what is the queue size uh you know how many people they are ahead from from the person so all those informative information can be available on this quick monitor so if you see that the entire concept is all about walk up uh having this kind of in-person experience and usually you know people they walk here they need immediate help sometimes for example they are facing issues with the displays there they have a coffee spillover on the laptop or machine so they need someone to be available in person and provide a quick help so Walk Up Walk Up is a good concept to handle all those situations on a weekly basis with this I'll just move forward um so I was talking about the walk-up Tech launch right so you can see couple of devices used here so so this this page is all about those devices uh we have online check-in and queue option so something like iPad where any user they can walk they can check in by using this device we all we also have option to online as well as on site so on-site is something concept of iPad online is something they can join the cube from their own desk from their own laptop or Workstation you will see the on-site queue the large flat screen I was showing the previous image where user can they can track what's the status on their check-in process do we when he or she can expect some agent to pick that particular issue and start interaction similarly uh we do have a concept of cset service so this is about customer satisfaction survey this is also kind of can be displayed on on the iPad where user can walk into the tech launch Avail the services of mockup and then provide the feedback on site uh yeah so how happy they are they want Improvement so this is one of the uh one of the device can be used iPad can be used for to record the um the service feedback so this is about the the whole ecosystem we do have a concept of uh budget reader uh so this is something if any user come to Tech launch uh need to provide some basic information um that information can be captured by just you know uh swiping your badge your office badge or ID card and then system can detect the basic information automatically and start join the queue so so this is what the ecosystem that we call as a workup experience um if I move further um so in this slide we are going to talk about the walkup experience for end users uh or typically in it world or organization world it's a employees so those are a couple of benefits for the employee employee can have a better experience in terms of in-person guidance um so um in in such important issues like coffee spillover on the laptop or skin is not working those kind of issues definitely need in person help or guidance so walk up walk-up experiences really a nice solution also those kind of problems uh user can can walk to the dedicated place and ask for help right so yeah and this is about uh and then another benefit that flexible scheduling so we do have option of appointment uh booking so their user can can book appointment uh in few cases you know uh users they don't want the immediate help um but they want uh um they want to be a point spend fakes they want to visit the tech loans later on so those kind of uh options I'll be there in the workup session a simple check-in from anywhere so we have a lot of options to check in one of the option is ESC portal service portal or even user can check in Via their mobile device as well by using the mobile now mobile app yeah so those are the various different options that we have with regards to the experience of admins and when they have a guided setup so they don't need to really go into D for configuring all those workup uh Tech launches we have a very good easy way there is a guided setup all just follow step by step and your walk up uh you know walk up Tech launch will be ready with the best configurations we do have option of flexible scheduling there's a concept called variable time slot which admin can configure they can start utilizing the best uh you know utilizing the best time of their agents by keeping the slots uh you know small or uh or or bigger slot So based on the problem side so this is one of the concept where they can utilize uh best their available resources and their time available we do have a good dashboard inbuilt dashboard which can provide you a good insight to admin how there are different Tech launches they are doing uh is any way to improvise them further or what are the Data Insights they can view and and improve the uh the tech loans experience based on those Data Insights so that dashboard is already available uh inbuilt we'll touch base on those dashboard as well uh before moving to next slide just quick pause here in case if you have questions or any feedback till now yes we do high capacity I'll cover this as part of my demo yes this available user can can see the queue and and make a decision whether he want to go out with a check-in or he want to fix a appointment for later on okay this work well as a weekly pop-up office I don't understand but is there something about the scheduling or available time slots we do have a fantastic option to cuss to you know configure all those time slots um you know if if we want to keep a 30 minutes break or daily basis then then that can be done by admin yeah Society do you want to come up meet and maybe just explain your questions all right good evening um yes so um I'm thinking about uh we've tried this before where I work and it wasn't very successful we had a dedicated space and so before doing it again um because I do like the way this is set up um I was wondering would it work well as a pop-up meaning we only did it on Monday so like one day a week you know is this portable enough where we could borrow an office and on Mondays just have a pop-up walk-in clinic yeah so it is possible it is always you can configure your Tech launch uh you know you can shut down your Tech loans for rest of the days you can you can set to keep your working Tech launch on Mondays or any day of the week so those things are available uh as part of configurations okay thank you good no worries uh so with this I quickly move on demo side which is really official um so as part of demo we'll try to cover up couple of scenarios uh we'll see how a user can and go on site and check in by using iPad or those devices of course I can also load the iPad but I'll try to explain how user can walk in and how they can book a slot or check in uh we'll also see the online check-in option as well um probably we'll see the walk-up appointment concept we'll learn the variable time slot and automated routing skip starting as well and the last we will see the workup dashboard and if time permits I'll just give you the quick demo on how user they can utilize virtual agent for walk-up uh you know check-ins and booking schedules so with this I quickly go to my instance I hope you can see my service now instance yes we can say your instance awesome good so uh as a part of first part of the demo uh what I'm trying to simulate is I am a user and I need a help on one of my it issue I I want to walk to the tech launch and then I want to join a queue over there by using their iPad or whatever you know option available there so if you recall the slide here uh this kind of concept right so I want to visit the tech launch for this scenario what I'll do I'll just quickly impersonate one of the user lockup user and I just quickly go to the vocab um so I am a store manager I've just started my tech launch right so these are the initial um you know steps that someone need to do it so this is a one-time activity every day when we start the tech launch so these are the three options will available on uh as part of walkup so as as a technology manager what I can do I can open a page in iPad so that user can re-go there and start checking right so uh if you see we have three options here so one option check-in can be done in iPad uh survey option can be done in another iPad so once a user finish the interaction then can provide a quick feedback on survey uh there is a big monitor if you recall my Slide the big monitor where we can monitor the queue can be go to this page right so if for example if I am a user I need some help then I can go to iPad um this is what the page will look like on iPad and if I am register user then probably I can go and search my name here for example say the steel and there's the option uh to choose the issue what what is your reason to visit the tech launch um and I I've got these these options are configurable so something can be configured by your admin based on your use cases similarly this entire page is also configurable so you can change the logo here um you can customize the content so so basically that this is something uh provide you better experience for your own employees or your users so for example if I need some help say uh my mouse is not working or something okay so I can select the reason I can select my name and I can check in by using the iPad right in case if you have any visitor who are not part of this database um or any third-party contractor cannot search their name then they can use this option cannot find your name or email and they can provide those details manually email and reason or visit right since I'm part of this database so I can go and select one of the user I can select my reason and I checked it by using iPad so you can see uh thanks for checking in you are number one in the queue um and you can return to mask you know so I am now part of the queue uh on the big monitor um if you recall the big monitor that we saw in the the PPT um here this one let me make it little big right so you can see you can see the queue status um if I see see I'm on big monitor now and I want to monitor the queue then this is how it looks like so you can see there is a person checked in and it's waiting for uh one of our agent to pick the issue yeah so so this is really a cool area where a user can keep looking and and see where where is his or her turn to start introduction yeah so this is about the big monitor is and if I go back um there is the option of survey so I was if you go back to this image uh there is iPad for check-in there might be one more iPad for recording the feedback from users who visited the tech Lodge they can go and provide their feedback by using this option of survey and they can they can set the sentiment so this is what the option if I'm a user I have some issue with my machine I want to Avail in person help then I can go to Tech launch I can use the iPad and check in the queue and then someone from other gen team they can pick up my issue and start interaction with me yeah so this is what one of the uh experience for the user I want to explain the the next the next way to interact um is there are multiple ways right so I was calling honestly that there are multiple ways where user can can interact with walkup so one of the way is to go in person and visit the launch and you know join the queue the another option that our employee can use they can go to employee Center which is if you're not familiar of this employee Center this is One Stop Shop for all your employee request all their issues everything so it's kind of a dedicated for your employee and they can visit the employee Center in service now from their own desk from their own Workstation um and there is a section here called um my active items where employee they can see what are the active items for and if they have any request pending if they have any service they can see so one of the option here is called Walker visit right so if I'm a user I um I'm I'm in my desktop station at workstation and I want some help from ID support team then this is another way to uh you know check in the queue right so usually this walkup this page will is smart enough to detect the location of the user and you know allocate the nearest available Tech launch um right so if I select I want to visit attack launch and you will see this is all detected I am part of uh I'm located in India and this is one of the nearest Tech launch I have you know and of course these things can be configured and if I select or the tech launch and also I can select so okay so this is this is one of the other option where as an employee as a user I can interact with walkup queue you can see here we have two options uh either I can join the queue from my desktop from a workstation I don't need to visit physically to the tech launch even I can monitor the queue here so you can see this is showing me the latest and greatest information there is someone is already in the queue if I visit the tech launch then I'll be the second position too right so um so I can monitor queue and based on that I can decide whether I want to check in now so I can join the queue from my workstation and then walk to the tech launch or there is another option I which we just learned you can visit the tech launch if there is some urgent help required for example your machine is not booting uh spillover of the copy you could copy you can visit the tech loans and use the iPad option to check in so as an employee I want to see the queue okay and now I decided I need a help so I have option I can check in to join the queue here as well right so I don't need to go there and join the queue I can join the queue I can select my reason uh and then hit on checking so this will add you as part of number two up next now you can see these are the available um you know the week time slot look like for this particular Tech launch uh San Diego so there was a question that that can be is there any option to uh to make Tech loans available only one particular day of the week yes so you can configure this from backend your admin can do this you can make this technology active on a particular day for example Monday you can even configure the timings as well yeah so this is about the joining queue from your own desktop there uh sometimes there will be situation where you don't need immediate help but you need uh you need someone to take care of your issues later on not something urgent so what you can do you can you can book appointment for those kind of issues for example um you know your mouse right left click is not responding or or something which is not not super urgent uh your license is not working or so all those things which can be dealed by later right so you can you can book appointment instead of joining the queue and you can you can have that ID support interaction based on your own convenience of Time how you can schedule an appointment you can book an appointment uh here so you can select the reason and you can select the appointment clicker here we have two different kind of appointments available here in person uh where you need uh help someone to be available face to face right for issues like audio is not coming or um you know skin is collectively flickering all those things you can also book amongment for remote support so this is something very useful in especially in the post covered kind of scenarios where physical interaction is avoided a lot of companies they don't encourage to physical interaction so user can select a remote option and they can they can Avail the help from Tech loans agent right so this another option is if I select a quickly one reason say I need um something a mouse I think then what you will notice here there are couple of relevant articles or you know help documents available based on the reason of issue so walk up experience is smart enough to select the best possible articles or help um which can deflect the support help or agent help right so something user can read the document and fix all those shoes by themselves uh no need to you know start interaction with with the support team with the agent uh but in case if user is not uh you know getting the relevant healthier then always can go ahead and book the appointment right so those things can be configured by admin so for example I don't see relevant document here I want to go ahead and book appointment then I will select the appointment picker and I can see what all the slots available right for this Tech launch San Diego or if I go to next week probably yeah so you can see these are the available slot and you can see this particular Tech launch Works uh morning 9 to 4 pm in the evening so all those time slots are configurable and let's say if I want uh I want to pick this particular slot then I can select and I can schedule the appointment yeah so once I schedule the appointment this is how it looks like so you can see your upcoming of maintain is this this blah blah date um uh you have option to add this in your calendar um in my calendar so that option you know so that you can start tracking in your own system you can cancel the appointment as well if you don't want this uh anymore right so these are the couple of options that user can avail and booked appointment from test so with this I'll just take a pause before moving forward is the new question or comments okay good all right so um so we learn about the walk-up check-in in person in the tech launch we learn how user or employee can can join the queue or even book the appointment from their own workstation or desktop yeah so now as part of next demo uh we will learn the concept of variable time slot um which is really a very cool option uh basically for admin as well as for end users so if you recall my statement on the calendar picking up so you can you can really uh see this if I select my issue as a laptop refresh and then you will see let me cancel this appointment first yeah so if you see if you selected the laptop issue then if I select my appointment picker then you will see these are the available time slot and these time slot are definitely configurable so admin can set for laptop issues how much time usually it takes to fix all those laptop issues right so if you see we have a good one and a half hour slot you know sometimes issues like have a screen problems or Os is not putting up definitely need more investigation or for example coffee spillover on the laptop definitely need more time so and when they can use the concept of variable time slot and they can configure time slots based on the issue type the moment uh you know walk up experience start using up probably after a certain period of time your admins they will start you know uh predicting the right time slot for each issue and what in this case what admin recognized that usury laptop issue takes one and a half work kind of things so so those 10 slots are definitely configurable uh even these dates also configurable um there is option to make um make a lunch break in between so that user they don't book um you know agents during that lunch time and all so these are all these options are configured right one of the interesting part you will see here if I select uh issue with mobile and if I look at the calendar so you will see uh you know we don't support mobile issues to be fixed every day in the week we have a particular day where we our technician will be available to uh you know help on the mobile issues right so Thursday Fridays you don't see any appointment uh you will see all the appointments on Monday Tuesday Wednesdays uh that too first half of the day right because the technician who knows uh the mobile you know who who's expert in the mobile issues fixing is available only for that duration of time right so um or in in different way we can say that we want to restrict uh mobile issues to be addressed certain days of the week we don't want to flood uh mobile issues every day on the week so so those things can be configured this is something we call the variable time slot So based on the issue user can see the available time slot uh and the another big you know a big help from this variable time slope concept is you can tune your agents to utilize their time wisely best utilizing of their time efforts if certain issues they need a 30 minutes interaction that doesn't make sense to book one and a half or slot for them right so sometimes someone is have someone need a access of Wi-Fi Wi-Fi or Wi-Fi password is not working definitely you don't need a full one hour slot for for those issues the issues can be taken care in 15 minutes or 30 minutes time slot so this is another way to utilize your agents time efforts okay so this is what the variable time slot concept let me take a pause here in case if you have any questions or comments okay good all right so the next concept that I would like to cover is about skill based routing um for that I need to little bit clean up um Stone okay so skill based routing is is one of the uh one of the useful um way where you can redirect the uh the tickets based on your uh skill set available in your pool so if we have a certain agents who are expert in fixing the laptop issues or fixing the mobile issues then based on the user you just select the issue those particular tickets will reroute to the those experts or the agents who are delicately available for laptop issues right so so system is smart enough to redirect the tickets or redirect the interaction based on the issue and what kind of skills required to fix all those issues so this is what we call the skill based routing and this is one of the very good concept uh to you know provide a quick help and the right help to the issue raised by end user but that what I will do I will lock log into my system um yeah so I was talking about the skill based routing I would like before that I would like to explain the concept of uh service operation workspace where uh user agents they will log in and they will see the uh all the potential method of getting issues and method of uh you know having the notices on different issues raised by end users if you're not familiar with service operation workspace I would encourage you to at least learn about the service operation workspace this is going to be the one stop solution for all the agents so you will see agent they can have all all the potential ways where uh you know user can reach out to them so you can see all the requests um you know it's something easy need to work on all the interactions you can see the walkup as well here um as well as incidence problems so this is kind of One Stop solution for all agents yeah so if I logged in as an agent here I have gone to the service operation workspace this is what the dedication dedicated option to service option workspace um if I go here then I can see the backup sessions I'm not going to touch base everything here probably since we are in walkup session today so let's focus on the workup so there is a dedicated section where as the agent I can log in I can see uh you know what all the open assignment assignments uh unassigned tasks are available or is any user checked in recently what are the appointments um so I can I can check all those things yeah I don't have any active appointment because we are not uh went to the appointment yet there was one appointment created which is cancel otherwise I would have seen the appointment here I can see one open unassigned task so you remember initially Alan Carrillo visited the technology and created one uh interaction right so so as an as an agent what I can do I can select this interaction and uh I can accept this particular interaction so what does this mean that I want to help the Ln on the issue that he or she raised right so how we can do I can accept it and start working on this particular issue uh once that work is completed then I can move this interaction to complete right yeah so this is what the service operation workspace I want to just give a good idea before reaching out to to show you concept of uh skill based routing right so uh we were talking about the skill based routing uh to show that I want to impersonate a user which is again so Allen is Agent and she specialized in in the mobile issues right so as an agent as an alien what I'll do First Once I logged into servicenow operations service operation workspace what I'll do I'll just go to my inbox and I will make myself available to you know to provide services yes so here for example I am a user and I want to check in then what I can do I can select my issue here say I need help on mobile um so what is skill based routing is uh just to recall based on the issue system will decide you know who is the best available agent to take care of this issue based on the agent skill so in our case alien is a space light in providing the help on mobile devices so once any user checked in with this particular issue ideally it should should automatically route it back to Alim died so for example if I need to check in with mobile issue then yeah you can see this so system is smart enough and you know assign this particular ticket to Aline that someone needed help on mobile devices right so alien is expert in providing the services and mobile then you know she can she can take this ticket and actually system is already decided to take help from allele yeah so those things can be uh configured in backend based on the issue type you can make that you know system will reroute those requests to a particular agents which are expert in those skill set areas and so in this case Aline was our mobile expert then she can pick the ticket and really she can work on this particular issue with the user and once she's uh once the issue resolved then probably yeah okay in the status say it's completed now yeah so this is about the concept of skill based routing skill based routing is part of another module in service now called advanced advanced work assignment if you're not familiar with advanced work assignment I would encourage to learn little bit about the advanced work assignment this is really a big big topic advanced work assignment will give option to reach out the user's request based on Vegas parameters one of the parameters is skill based a couple of other parameters based on the capacity of the agent you know availability of the agents all those things can be configured in backend um to provide you know to assign the right um you know use case to the right agent yeah so before I go further just want to take a pause here if any question comes up yeah hi Jason there's a question in the chat uh about appointments being automatically added to Outlook as an invite so I did answer that so we do have a calendar integration for 365 for that um so you can set that up and you'll you'll get the appointments coming to your email absolutely absolutely thanks thanks Alex all right if two more questions then I'll keep continue I would like to show you one of the option called walk up dashboard um so you remember uh when we run through our Tech launches if you have multiple Tech launches then it is very much required to see the performance of those Tech launches how they are doing uh you know if there is an improvement area then probably we can we can track so this is where we can use oh I can make it big so we can use available dashboard which is uh yeah this is the option so uh there are certain important metrics which are part of this dashboard already available uh to use by admins or Tech launch managers they can monitor how their different Tech launches available in different locations how they are performing right so um how basically our Tech launches they are providing the services or help to the end users so you can see this dashboard is out of the box available if you can see here some of the important metrics here how many walkups we completed in the quarter uh how about how we are doing in terms of csat service or overall C set within last year so we have two different kind of surveys one is the survey which is available at Tech launch physical location where user can visit and you know take a help I build services and fill out the survey uh sentiment then the survey is kind of a post interaction survey um which usually uh you know received via email if someone is taking um online help or someone is really uh not visiting to Tech loans and they want to provide their feedback then they will have these kind of if we can show you a couple of emails so usually you will receive these kind of communication emails once someone is joins the queue then you are in the queue in the one once agent assigned to your request you will have this kind of single communication and once you complete your interaction then you will have a email you know that your interaction is completed so in a seamless fashion the user will will get a email option to to provide the survey feedback so I was talking about the dashboard right so we have a various different Matrix available uh survey as well as how we are doing in terms of walkups by hover we can divide the Matrix on certain day of the week so we can monitor here you know which are the days are super busy uh for different Tech launches so admin can monitor all those sort of things and they can make their decision based on these data points you can see the reasons what are the popular reasons uh wherever Tech launch agents have you know are busy with um similarly you can see the location within last year so you can compare your Tech launch performance compared to the last year as well you can see the interactions by cases so what kind of cases coming you can see the wait time per location so you can see there is one location we have a high wait time so basically you know admin can can go and deep dive and see what why do we have so much wait time is it like less of agent available or we have so many user requests right so similarly we have option to average the service time as well for each location so these are the couple of in in uh inbuilt Matrix something they can be used for to make your decision to improve the walk-up experience for end users yeah so with this I'll quickly move to the next concept um since we have more time in case I have a question please don't hesitate unmute yourself ask a question um type your question in the chat box um in the meantime yeah I'll take a pause of 20 seconds okay seems like we are doing good um so I was talking the last concept right if time permits probably we can touch base on how a user can utilize virtual agent conversations to to utilize the walk-up experience so if I just give you option they go to home so I am a user uh I have different ways to join the queue right so we talk about the physical location visits I can visit the tech launch physically and use the iPad or option there to join the queue I have option to join the queue from my desktop by using service portal I have option to book an appointment from my home from my workstation and I can Avail the it help or Services later on right based on our own flexible time slot I do have another option as a user I do have option to utilize the virtual agent conversations to join the queue to book the appointment or cancel appointments all those sort of things can be done by virtual agent if I just quickly show you so this is what my virtual agent is yeah so if you see show me everything then I can select there's a dedicated workup check-in option here um so this is one way otherwise for example if I'm a user I need to replace my mobile right so instead of using that walkup I can directly put my request here say I want to I want to order mobile or actually I should place a request of replacement no actually I won't to replace my mobile so my current mobile is not working we're going to replace that right so it is yes I want to replace right so what are the issues I'm facing I'm facing issues with my network issues uh so it is giving me option to select the device and so if I want to say select I want to iPhone 13 Pro I can select it it's Unique current phone site number yeah so it is detecting based on my location saying that your nearest service center is Seattle or Tech loans nearest technology Seattle service center do you want to book us appointment there yes foreign [Music] and based on that appointment I can visit the Seattle Tech launch I can go for a mobile replacement right so if for example if I want to select this right time slot perfect see my appointment is you till now I can visit the tech launch and I can go for um mobile replacement right so this is another way for user to uh to have interaction with with walkup um yeah so there are multiple ways actually a user can interact and Avail the services of workup Tech launch uh this is about demo part if I quickly go back to my slice and keep asking question in case if you have you can unmute yourself you can ask questions uh with that I would like to have a quick poll uh if you guys can since we learn about the walkup experience now um I want to know the sentiments um you know what are the likelihood that you you will start adopting the walk-up experience or at least start experimenting on the walk-up experience in your organization on your uh workplace right so if it is I want to launch poll please fill in your answer I'll just wait for a few more seconds there are a couple of other participants not answered yet okay so I'm gonna end the poll since like uh majority of us they are really going to uh experiment or start using the walkup experience in the upcoming months um for the person that that is unlikely to to use it just curious you know why if is there anything that's uh is that doesn't work for your organization happy to hear your feedback and and comments if you want to unmute yourself if you're comfortable to share feedback we'll happy to uh you know to learn from your experience where we can really uh help you to increase that option okay um no no worries no worries uh hopefully this session today will help you to increase that option in operation and um don't hesitate to reach out to your account team uh in case if if you don't know about the walk-up experience is with this I would like to just um show you couple of important resources let me if I can quickly paste in a chat box something can be you you can use and you can uh if you want to learn more about walkup experience you can go to all those resources yeah keep asking questions in case please you can unmute yourself you can ask questions or you can type a question in the chat box in the meantime we're almost at the end of session so hopefully uh you guys you guys learn uh something new about walkup experience and you are going to utilize uh this learning into your workplace uh don't forget you will get um a survey request post this session um please feel free to provide your uh your feedback uh how we can improve further in terms of these sessions uh do let us know if this particular sessions was really helpful for you to uh to make your walk up experience better there is a hand raised hi psychi do you want to uh hi um so I did have a question um because our like the place that I work out there we don't really do just walk-ups um we kind of uh we're like an on-site team I saw that there was like a remote option as well which um I thought was that it kind of pushed me more towards like being like maybe we can schedule this is there a way to like implement uh like team schedules or like you know how yeah like an Outlook calendar for like multiple people on a team that would um because I I like the layout of the appointments but the problem that I would see using this for my team is that although those lots of times are open it's finding the people to like um always be available so it's kind of hard to like leave an option open I guess like an appointment open if we don't have the people to cover does that make sense um so just to make sure that I understand your question uh correctly so um you're asking questions about the appointment available can we publish on those calendars right is is it something yeah so like um we do so I guess the way that we would find a way to implement it into my team is that we do on-site work like um like on Prem right and then we do a remote work too um so we have a place called The Tech Hub that we schedule appointments I can see how that would be beneficial the only problem that I have is that it would have to kind of correlate to um we have like a we have a walk-up Tech Hub and then we have an uh a buy appointment only Tech Hub but it's not in the kind of Realm that you showed it as is the user schedules the appointment we actually get like tickets and schedule appointments with them does that does that make sense with the servicenow still walk up because it's not really a walk-up I guess it doesn't yeah okay so you're kind of saying um uh you need to make so they put in a request and then you need to make an appointment with them pretty pretty much is how um because we already have we've already tried to implement like a badge process right so you walk up to our normal walk-up Tech Avenue badge and it creates a ticket and it puts it in our queue I found that portion really helpful in the presentation that's why I said I was likely to use it my question is we also have a like buy appointment only Tech Hub um so I was trying to see how we could incorporate this kind of model for that does that make sense like if you're even if it's my appointment the end user still needs to request the time right so right so the end users like submit request tickets almost and they get triaged well like I'm a ticket triager so I triage the tickets but it would be cool to be able to implement like a scheduling system for that makes sense I guess I'm I'm not really under I'm not really understanding the problem statement because like if it's what powers that different to and or say well I was looking at the portion where like you know you were showing the walk-up locations the kiosks those kinds of um that kind of scheduling where they would pick a time um I might have missed something or misunderstood something but um my question is is that um in that section where it shows like available scheduled time I guess is there a way to incorporate like people's schedules to show that sort of availability like the tech schedule does that kind of make sense yeah it's um I guess you're saying sort of based on people so I mean this is sort of for rusted stuff so you kind of have to have people's challenges I don't know if it's just me but I'm having yeah I'm like you can't see like faded away a little bit um yeah I've got a wireless headphones on I'm probably walking around so yeah I was just saying um is that um it I mean it's it's those of those availability slots have to be um you sort of have to roster those slots so it's it won't pick up the agents availability based on you know their calendar um if that's what you're asking yeah that was kind of I was wondering if there was a way to like sync like our calendars based on like because I know that there's a way to like manage placing time but our schedules are so fluid within the day that having to go in there and change that or make certain availability would be kind of in the concept of advanced work assignment so there's a separate module uh where we have uh you know work assignment based on various different options we do have one option there to us assign the ticket to agent based on the availability but I need to check if those calendars of agent they really synced with the uh without yeah no it doesn't it doesn't sit in the calendar right it's more based on what you show due to which is the person has to be locked into the workspace and I have to have the themselves set as available um so it's not based on calendar but if they are using uh if they are using you know surface operations workspace and you set your availability there so if you're working on something maybe you set yourself as busy then it won't route to that person okay yeah it kind of I guess yeah that's kind of helpful I guess we could use it in like a ticket we would we've been trying to find a way to get like ticket triaging into servicenow because right now we just use like an Excel spreadsheet so that sounds like and share back with the team uh who's taking care of the advanced work assignment module okay let's begin Integrations yeah thank you thank you so much nobody is is any other question I know we are slightly above uh for scheduled time if no I think we can conclude the session uh don't forget to join the sessions in future don't forget to uh give us a feedback on our surveys thank you so much guys uh for sharing the session today thank you foreign