okay we're about two minutes in here thanks to the Beatles all right and thanks to all of you for joining us today uh so let me see uh thank you for joining uh all right so let's get started Richard you ready all right dude uh thanks for joining uh today's live on servicenow webinar to seamlessly deploy servicenow for Microsoft teams uh before we get into things let's take a quick look at our Safe Harbor uh statement uh Steph Harbor notice um please take a few minutes to review it this notice indicates any statements regarding functionality that's not generally available today represents a plan and not a promise if we happen to talk about any such functionality that should not be relied upon to make a purchasing decision so please keep that in mind um also Richard if you can check the Q a for us while we're getting ready here I'd appreciate it um so today's session is part of the live on service now curated event series it's designed to connect you with servicenow experts and peers that can help you deploy and Achieve value faster we hope that you'll join us for another webinar or Meetup and you can see the schedule here by scanning a QR code or the link that it will be dropped into the chat thanks Richard for that awesome okay um moving on to a little bit of housekeeping so for this webinar we ask that you utilize the Q a functionality we've saved time at the end to address questions as they come up but please drop any questions that may occur to you at any point during the session and Richard or I will attempt to respond to it this presentation is going to be recorded and shared on the servicenow community we'll also be able to put some additional content on that same page within the community so uh please do visit that after the session to see the recording in any other reference materials or answers to questions that we don't get to today after the event we'll be prompting you for a survey response so please take a moment to fill it out let us know how we're doing how we can improve we want to make sure that these sessions provide as much value for you as possible uh all right okay on to introducing our speakers I'm the guy on the left my name is Jeff Fox I've been a product manager here at servicenow for more than a year and a half and in that time I've been dedicated to the servicenow alliance with Microsoft uh and most specifically to this team's integration I write some of the documentation for us on a go to market basis I present to customers in a session like this also do a lot of enablement for our Sellers and our partners and other internal teams I also conduct our quarterly release programs amongst other things I really love speaking about this topic and enjoy laying out the value of the integration for customers and really seeing how customers can take advantage of this functionality so this is right where I want to be right now and I hope that you get a lot of value from our presentation I should also note for you that I'm the host for today and so any technical difficulties that we may experience I request your patients uh if such a such An Occurrence should arise and I'm thrilled to be sharing the virtual stage with one of our finest advisory Solutions Consultants Richard Norton Richard do you want to take a moment to introduce yourself thanks Jeff hi my name is Richard Norton I am a senior advisory Solutions consultant with the Microsoft Alliance I've been in the servicenow ecosystem for over 10 years expanding my knowledge from the technical all the way through the sales so um I'm really excited to be here I'm happy to be part of the Microsoft Alliance and focusing on those Microsoft products and services thanks a lot Jack yeah thanks Richard all right our first technical difficulty all right coming up uh all right let's start off with the poll and I'm going to attempt to launch the poll okay so hopefully you see this on your screen now we'd like to understand where you are today in your journey to integrate servicenow with teams really want to understand if you've done anything at all yet if you're still learning about it trying to figure out exactly what to do maybe you're in testing maybe you're in prod uh so so please take a take a couple minutes to let us know appreciate seeing so many uh responses uh thanks thanks Corey VA and teams awesome okay thanks thanks to the overwhelming feedback this is this is fantastic okay I think we're kind of holding steady now so I'm going to end the poll here and what I'm seeing is that uh for a few of you this is your first time to hear hear of the integration you've got a lot of people 58 still gathering information you've come to the right place we've got a lot of great information to share with you today a few people 10 in testing five percent planning and planning for your prod roll out and 14 currently in production that's awesome thank you so much um okay uh uh so regardless of where you are we believe our presentation and the demos that Richard's going to do for us today will provide an invaluable set of details to Aid in your journey regardless of where you're at um so let's start out with understanding why the wide leverage servicenow inside of Microsoft teams uh and and what's the benefit here the why is really around uh the fact that I'm gonna jump off camera here for this portion if I can or not I guess I'm on video after talking with multiple customers over an extended period of time we have heard some pretty consistent feedback that um a pretty consistent theme that organizations are pressed to provide a better experience and more efficiency almost all of these customers really consider this a mission critical objective and it's Mission critical because of the proliferation of applications that have created this common challenge around managing multiple experiences employees have to and agents have to wrestle with email chat portals any number of different applications and this creates stress as they're constantly toggling between these applications for information or because of a notification and this is not only stressful but it's inefficient and navigating to so many places for information just isn't a good use of time these experiences you know they're not perfect and sometimes information can just be missed altogether think about all the notifications and email items that you might get during a typical day you know between leadership announcements launch announcements other announcements open enrollment for example and reminders to complete training any number of things right they can all be a bit of a distraction and send you to a different location it can take you out of your flow of work and it's easier to understand why these challenges are so important to solve when you dig into the numbers according to McKinsey they estimate 20 of employee time is lost searching for information to complete tasks and workflows right that's that's pretty big number uh Harvard Business Review where they report that 90 not sorry nine percent of time is lost trying to reorient to a task after visiting a new application and I think about having multiple browser tabs open in multiple windows and if I have to go somewhere to conduct an activity sometimes it takes me a while to find it and then once I'm there I might need to remember what I I went there for in the first place so I definitely understand that toggle tax um and then finally uh Gartner reports that 43 percent of employees miss important information because they just have too many applications open wouldn't your organization be more efficient if employees and agents didn't have the same struggle uh and this is where the servicenow in Microsoft teams integration really comes in the integration provides efficiency by seamlessly weaving servicenow and Microsoft experiences into natural workspaces so with a seamless experience you get happier employees it doesn't feel like servicenow or Microsoft teams it's a single experience for both agents and employees this increases productivity because the integration between Microsoft teams and servicenow brings notifications information and action into a single place um finally the integration optimizes collaboration good things happen when you take a world-class collaborative software and weave it directly into world-class workflow software so let's go a little deeper to see how the different stakeholders benefit from this integration and let's start with the CIO CIO wants to be sure that they're maximizing their strategic Investments that they've made around efficiency collaboration and experience from a service owner's perspective they want to make sure that they can alert employees to outages and quickly bring experts onto a team's bridge for streamlined collaboration and resolution for agents they really want to assure that employees and experts and teams they can reach employees and experts directly directly in teams from servicenow and then on the employee side they don't have to leave their natural workspace in teams when it comes to requesting service finding answers or providing information to agents that can all be done right in teams so to tie this up let's talk about how we drive efficiency through the experience there are really five app experiences that'll show off the integration for employees and agents first off we've got employee Center where employees can request service review their tasks and search KB and other servicenow content all directly inside of teams next we have our virtual agent where employees can self-serve with automated workflows to access knowledge base articles any other content you may have in servicenow as well as transfer to a live agent chat all within teams service operations workspace really helps agents to further reduce their mean time to resolution by enabling them to invoke teams notifications conversations and conferences all from within servicenow major Incident Management is a service that helps service owners get their service back up and running by automating teams calls from inside servicenow and and then finally we have agent to employee chat which enables agents to reach out to employees directly from directly in teams from servicenow so this is the functionality if there's an incident or a case you can just click a button and kick off a team's chat so it's great that these options are available right but for those of you who have still to enact the integration which I think was 58 how exactly do we do it and what what do we do first right so when you do your due diligence on the integration you'll see that one of the first things first steps is to determine whether or not to use our pre-published application or create this use a self-configured app and these are considerations to to really go through and I should mention that we recommend going through this pre-published app first it's just going through the bullets here the pre-published app is ready to set up it is owned by servicenow Within Azure you can support multiple tabs so if you want to use Virtual agent and employee Center together inside of teams that is supported here the limitation though is the use of proxy to enable the communications between servicenow in Azure which basically means you need one Azure tenant to one servicenow instance and so if you have multiple instances or multiple tenants this may not be the best option to complete the integration and then on the self-configured app side this is really a customized app that your organization would would create requires a good amount of expertise on Azure it does need to be maintained by the customer but it also supports multiple instances to a tenant so um I think that's it Richard you you live and breathe this every day though I'd really like for you to kind of come in here and add on to give folks a better idea of what to look at for these options yeah Jeff happy to come in and dig a little bit deeper on this so the pre-published app is self-configures app can be a little bit confusing when you're first introducing yourself to the integration so something to keep in mind your easiest route is going to be that pre-published app this really only requires um Microsoft admin credentials in order to get the integration up and running now the self-configured app is going to be much more than that you don't have to uh not only configure the app and the Manifest but also configure security and those things inside of your Microsoft tenant so it does take a bit more setup now you might be thinking hey we want to connect multiple to multiple how do we do that um and it it's really pretty simple you start off with that pre-published app in your production environment get that easy setup going now if you want to connect Dev or test or a QA environment or other service now environments to that same Microsoft tenant you would utilize that self-configured app configuration so you would use the pre-published app as your primary and then bring in those secondaries for your sub production instances in order to tie that architecture all together now it's not always required in everybody's environment so um you know this this integration is really designed to help you guys um build at a scale and and we'll get a little bit deeper into that but I do want to take you guys through the Manifest and and kind of how we control that really quick so Jeff I'm going to take over control from you awesome all right let me go ahead and get Sharon here so on your screen here is we have the servicenow Manifest generator now a manifest inside of servicenow um generating this manifest that's generating that the teams app for your Microsoft teams tenant it gives you all the data you need and you can figure that right here inside of servicenow so we're looking at the first page of this uh Microsoft teams manifest it allows us to modify the name um the description the short description we can change the colors we can also introduce our own images so you don't have to have the service now branding on your app you don't you call it servicenow for teams you can call it Alexa Surry Frank whatever you want to call it you can also add your own images to that so you don't have to have Again The servicenow Branding you can introduce your own branding now as you click through the Manifest here um we do have some more options so configuring the virtual agent we have connecting to a service a single service down instance now if I already had this type of connection I would come down and connect multiple service downstairs so I already got prod connected with this this single instance and I want to connect Dev I would check this box down here when I want to connect Dev or test or a QA environment so um the next one is our configure tab so this allows us to have different tabs and I'll show you what that means inside a team so inside of our app we're going to have different tabs on one of those tabs we're going to embed our employee Center so if your organization's not using employee Center you also have the capability of embedding your service portal here there's no additional configuration you need to do for your employee Center or service portal it's going to automatically bring all already all that those form fit and features you've already set up for your portal it's going to bring that directly into teams and last but not least we got the ready Tab and what this does for you is it creates these files so your manifest Json that's the file that you're going to import into your Microsoft tenant in order to create that teams app and you also have full control over this manifest let's go ahead and get it open really quick so you guys can have a look at it it is a Json record something uh your developer should be familiar with but this this manifests is what allows you to um Define your certain tab so if you need to have additional tabs if you have multiple portals and you'd like to make those all available inside of your teams uh environment then you're able to do that here if you'd like to scale it down and only show employees that are portal inside of teams and not use Virtual agent you can actually do that here um you you can really mix and match this any way you want to see so I'm going to go ahead and kick this back to Jeff to talk a little bit about scalability and then we'll jump into showing you guys kind of how that stuff works okay can you repeat that question Jeff because for some reason I'm not finding it we have multiple servicenow instances in our org and a single teams tenant how can I best enable my team's team to know what to do for multiple instances the remotable service in a single teams oh how can I invest your name on my Microsoft teams team to know what to do for multiple instances um your Microsoft teams team um really the Crux on them is understanding first loading the Manifest right so they're going to load the Manifest any Microsoft team and then they'll have to set security for that application and all that's defined out there on our doc sites we have two different paths you can go down on the dock site you can go down the pre-published path or the self-configured path you just follow that self-configure path and then you can pass those instructions onto your Microsoft team awesome thanks um there's also another question I thought maybe applicable to folks we have an aggressive chat retention policy that deletes chat history after a few days how would that how could that be supported kind of yeah unless you've designed a retention policy for your servicenow instance um the data is going to remain there depending on um really how you're importing your messages you've got a couple different um options when you're importing messages you can Auto Import or manually import those messages so as far as your Microsoft 10 is concerned those chat policies are going to remain in place if you don't have a retention policy designed in your service now instance those are going to live in service now as long as you let them so we'll get a little bit deeper into you know importing those messages and where they're stored kind of thing a little bit further in the demo if we add time all right cool thanks uh let's go ahead and truck on for now um so on to scalability right this was what I think Richard finished up the the Manifest demo with and and at a high level there are as uh many aspects to the integration right it's so flexible that you can start almost anywhere and the determining Factor could be your servicenow instance maturity in a given area that really should match your organization's priorities and goals so Richard will be going through and demoing I believe all of the capabilities that are listed here and talking to how they can each be set up at a high level um Richard I I want to turn it back over to you because we've got the demo coming up um is there anything you want to say here before we we move on to the Big Show hey I'd just like to you know add that scalability is important right we want you guys to be able to start where your organization wants to start you see all these bits and pieces here you don't have to start with all of them you can start with one or any combination thereof so you know you could really slice and dice this um according to your organization's maturity level and what you're ready to get out there to the end users so with that I'll go ahead and take over control and we'll go through these features and we're going to start right here um we are logged in as Joe employee and you guys might have a familiar view here of the employee center now we are inside of Microsoft teams inside of the web browser it's important to keep in mind that your experience is going to be the same whether you're on the web browser web browser the desktop app and even the mobile app as well so we have embedded employee Center or your service portal right here inside of teams if your organization wants to start really slow and just kind of start getting this out there as a standalone app inside of teams you can do so with just employee Center if you like um it comes with all the same form fit and functionality that you've already enabled for your portal or employee Center and you can complete all the same um requests or tasks inside of here that you could if it was in a separate tab living in your browser so you know you got all the content here all the same content one thing you might notice is there's no chat bubble down here on the right we move that chat over to its own tab on the chat tab so with that um there's several things you could do with virtual agent and we're trying to keep this a little bit slim because you know we don't have a whole lot of time today to break every little aspect down but you do have the capability of also sending and receiving notifications inside of teams so that allows you to reduce that little bit of noise there I did open up Beth agent she's looking at one of Joe's tickets and she's gonna post a comment out to Joe saying hey we need some help can you provide some more information here you might have seen an update over here on Joe's uh servicenow for teams application we got a notification hey can you provide more information we got an opportunity to view the ticket here so clicking on this button can be configured to open up a new tab or also open up directly inside of teams and we'll see that in just a few minutes as a problem but we could also send a reply now this type of card that we like to call an actionable notification actual notifications allow you to do just that and take actions um on records inside of servicenow this is an itsm Pro feature so you can utilize this integration with itsm standard however actionable notifications taking actions on records like this does require Pro licensing for i27 or hrsd um with that you can also send you know just static notifications where they can't take actions um and you could also send notifications to channels utilizing web books as well we'll look at that a little bit later when we look at flow designer at the end of the demo so we're going to go ahead and send this off to Beth and it's going to say I can provide you more information I can so we can see that updated instantly and there's no lag or wait behind the Instagram integration and it's going to happen instantaneously so utilizing notifications reducing that noise so we could send all sorts of other notifications such as incident resolution incident close same thing with requests that your request has been approved we can utilize actual notifications to send approvals to managers or approvers um you know on their mobile device or on their desktop application and they can improve those items right here inside of teams as well so those actual notifications are very expandable um utilizing the spokes inside of servicenow and we'll get a little bit like I said further into that with flow designer at the end of the demo next up you can enable your users to help self-service themselves now with these uh its substandard or hrsd stated you do have the capability um of utilizing promoted topics and promoted topics are engaged by typing high with the bot now these four items are what we call promoted topics with the token starting with Tokyo release you can have up to six buttons here any more than six promoted topics is going to show as a drop down with Pro licensing and hire you can utilize what we call natural language understanding with that a user can just come in and type my laptop is broken and the natural language understanding will break that phrase up into into utterances and utilize those utterances to find the right virtual agent topic for us now Joe's experiencing a broken laptop he typed in that my laptop is broken and he needs some help with those hardware issues now these VA topics are configurable by your teams first thing we got here is that incident deflection we want to show those knowledge articles those catalog items that might deflect this without a ticket we're gonna say I'm all set here and go down that unhappy path and say hey and really help us out now we've done that we want to go ahead and open up an IT ticket and the system is going to say hey you got a couple of computers that signed you which one are you having problems with pick that Joe one and then it's gonna come back but hey I got your Universal request submitted now if your organization's not using Universal requests it will just create that incident um but we see we got our ticket created there and we also get a confirmation hey is there anything else you can help you with again these are customizable buyer teams so you could include some of this functionality or you can introduce your own now you might have seen another card another notification popped up here that's how we got that ticket created it looks like it got assigned to somebody so it's in progress so something you know your team wants to do when you implement this is review your notifications this will add a layer of notifications to your servicenow instance for Microsoft teams so it is spelled out in the servicenow documentation that you should sit down and review uh notifications to make sure you're not blowing people up an email and on teams as well so we want to make sure we're turning those on and off uh that and we're not blowing people up so our conversation has ended there we got that created we can go view our incident and here's that functionality I was talking about you can have that show as a pop-up right inside of teams again you get that same form fit and functionality you've already enabled for your end users no additional configuration is required all right next up but you can grow a little bit mature with live agent chat now Joe is in a hurry and he's just going to come in here and type live agent and he's going to hit go and you would like help with live agents support is that right yes please I want to talk to somebody I want to wait you see our notification here our our approximate wait time opportunity to cancel chat we've got Beth agent right over here she sees that chat come in and she's going to go ahead and accept it you get that chat accepted now we're inside of a chat with Joe we got Beth inside of the service operations workspace we got Joe inside of teams and we can conversate back and forth figure out what's going on with each other um figure out what Joe's problem is here we also have additional quick action that can help you solve your problem let's say Chad is really slow you say Hey Joe can I call you right away we can call Joe right inside of Microsoft teams um another great feature about this is autopilot autopilot allows you you to send people off um with virtual agent to help themselves with a little bit of oversight from the agent so we can for sake of time an argument we can say that Hey Joe he's having some email issues let's get them on autopilot to see if he can help himself a little bit so we could see that the chat locks up it says hey we're on autopilot Beth has the opportunity to turn that off Joe over here I can see that Beth has enabled the virtual agent to help us complete this and so Joe can get to answering questions or you can't send email get a different type of incident deflection here where we see hey a few things you can try we can say hey did any and this work for you just says that's great that worked for me I got that solved Joe was able to help himself with a little bit of uh nudge from Beth there to to get through his problem so there's a couple different ways Beth can end her chat here and chat closing the tab or Joe can just simply say goodbye now there is Timeout messaging um included in this integration as well so if a user steps away from their test there's a couple things you can do is you can you can end the conversation you can send a message that says hey are you still here or you can send a message you know warning them that their their session is going to time out in a certain amount of time so with that Joe has done his job and Beth has a little bit of work to do so she's going to go ahead and jump into an incident here um where we have Jeff employee now Joe employee we want to make sure that we're uh we're communicating with Joe and if we want to contact him we could actually do that directly from our collaborate tab here inside of the service operations workspace now we get started teams chat directly at Joe we can also utilize the more options to include more people inside of this chat so with that and get this to load up here a couple cool things here is uh we got a recommended participants you can also utilize entire groups so you don't have to put in person by person you can say hey I need the whole service desk for this we're just going to get include Joe you can also see Joe's status in Microsoft teams again this is his Microsoft team status so we can see if he's busy out of office and meeting those type of things um it's not as servicenow status it's Microsoft team status so we can see he's available in Microsoft teams and we have some additional chat options here you can change our title our opening message we can decide which client we want to open up in we'll go ahead and get that opened up and start talking with you or Joe here real quick keep saying Jeff because he's about I'm super popular in this thing no it's just it's just a popular name what I heard a ding there in the background that says hey Jeff wants to talk oh I'm sorry I got my bar up there and get it moved so Hey Beth wants to talk you can say hi to Beth and then we can say hi back to Joe and we could go back and forth and we've had that conversation with Joe we want to make sure that this is a system a record right um the integration does automatically import these conversations every 30 minutes you can turn that off and utilize um a manual import feature now the manual import feature is available even if you have the automatic feature turned on um but you will get a messaging here for the current chats that it's on Auto Import and it'll automatically import those but with this uh manual import feature you also have the capability of including other records as well that my internet seems to be taking sweet time today so if I'm breaking up I apologize but we're loading in here there we go so we can see any any uh chats related to this record so this is the conversation we just had a couple seconds ago um we are able to select certain messages so we don't want to include something in our additional comments you can also choose to import that as work numbers okay the bill availability to filter these messages so we can say importing messages once we haven't imported yet we can also open up this conversation right in teams or we can filter down by participants if you have multiple participants so not only can we do anything related to this record so if we have a request tied in this incident problem a change that might have some Microsoft teams chats associated with it we can bring those in as well they also have the capability of bringing in um chats for any chat we might be privy to already so we can see a previous chat between Beth and Joe there's nothing here we also got some more room chats that might have something in them I don't have anything current or Beth doesn't have anything current to look at but you can't import those messages as well so I don't kind of quick fast and dirty on The Incident Management part but uh there is a lot of functionality here for for your teams to utilize and again it's all about how you want to do that and and how you want to deploy to your teams you could utilize the filler functionalities first um and minimize that and utilize notifications employee Center there's many ways to do this um the last aspect of these servicenow for teams application is the integration with major Incident Management now we're going to go ahead and we're going to bring out Diego now Diego is our major incident manager and he's here inside of the major incident workbench and we're already on a major incident um our employee Payroll Services application server is down um the first point of integration is on the communicate Tab and the communicate tab allows us to enable in Mass Communications to our users now I've already composed a task um to set out one of those Communications we'll go ahead and compose that and we're going to say this system is down oh two W's are there down please please wait exclamation point so we're gonna go ahead and send that off and then we'll see our notification over here on Joe's service now for teams app is where we get that notification employee payroll application server is down in our messaging the system is down please wait now we can click on details for Joe because he's an end user he doesn't have any roles he's not going to be able to see any information about the ticket he didn't open it he's not he's not the um requested four on there so he's not going to be able to see anything but a message sent to a fulfiller they would be able to open that ticket now you could um create a custom card to modify how that button shows or if it shows um but currently out of the box of we don't have a configuration for that it would be a customization to control that button but that that capability is there next up we have our collaborate tab collaborate tabs really cool because it'll allow us to initiate a conference call directly from our service now instance and also manage that call now we I've already created the task for this just to help save us a little bit of time so we're going to make sure we dump all our recommended people over there we can see our conference Bridge as Microsoft teams and modify the title or include a brief message to start now I'm going to hit start on this or you might hear a bunch of ringing out here on my computer I'm going to try and quiet that down as much as I can but you know make sure that you guys see what's going on so we're gonna go ahead and hit start and we're gonna pop out chill here we're also going to pop out Beth and I think I got Beth on teams I do so we could see Beth is ringing down here now if they're got teams on a mobile device they're going to get their mobile device ringing too guys so this isn't just limited to the browser desktop app again mobile it's going to call the mobile device all the same uh all right we got that guy shut down let's go ahead and get Joe in there and get Joe started all right we got Joe in there we got Beth agent in there and last and certainly not least we got Diego now we're going to get him started but let me talk about the uh workbench really quick and what we can see here so we can see we got some participants we got Jeff and Beth and oh Jacob didn't sign into teams yet um so so much to cover I know all right continue on browser cancel running short on time here Diego let's go all right so we can see um we have the capability to uh you cannot unmute people but you can mute people um it's just not a functionality of Microsoft teams to allow you to unmute people so but it does allow you to mute people um if they are unmuted and look at Diego in there really quick to get everybody in there um also we can add participants so if somebody's uh we forgot to add somebody we could find a user we could also group we could also send an email to external vendors to join the phone um as well um we can also if people didn't answer so we got Annie approval over here she didn't join the call so we could click on the plus sign and it's going to call her again to get her to join the call um so we could keep blowing people up um out here on the meeting itself we have added what we call the service down meeting extensibility application what this does is bring those tickets of the incident um details right in into the team's meeting and we've also brought in those communication tasks as well so we can also monitor what tasks are being completed um inside of the meeting without having to navigate back to the workbench so we kind of got a lot there I'm going to go ahead and kick everybody out of here and I got about two minutes left I do want to talk about flow designer real real quick Jeff before I toss it back to you okay so let's hop over there real quick and this just it really going back to that scalability now we're looking at something very simple here what this is is this is flow designer and we've set this up to trigger somebody to refill the coffee maker and so the condition here is when an incident is created the assignment group is sales and marketing somebody put the word coffee in the short description what we're going to do um is it waits for a couple seconds but we're gonna post a message to A team's channel in here so when we do that uh we get that messaging right inside that team's channel so we can send utilizing web hooks of course we utilize that web hook URL but we can send a message directly to teams not only that but this integration comes with a host of spokes um we'll see we get a bunch of them out here that we can use so um depending on what your organization needs there's there's quite a few Microsoft Integrations we've got over 30 out there on the servicenow store but we can utilize the team's communication to um bring those conference calls directly into our custom processes or our custom maps we can use also you know the posting a message posting change incident prom details there's a whole host of things you can do with these spokes you can bring all this functionality again into your custom applications or your custom processes and also extend this functionality to other task tables um that you'd like to utilize it on so it's not limited to itsm or incident you could really expand this any anywhere you like and also deploy in a way that's scalable for your team so that's the end of my time today I'm going to go ahead and kick it back from you Jeff thanks a bunch guys hey Richard that was amazing thank you all right let me get my presentation back up and going and we have a couple more things to do folks so please bear with us and we have a lot of questions to get to Richard if you could please check that out I've also made several notes and uh here we go um [Music] all right hopefully that looks correct so Richard thanks a lot you went through a boatload of functionality there so I've got to put up another poll question for folks and I'm going to launch this all right poll number two based on what you know today based on what you've seen uh Richard just demonstrate what do you see as a viable path for your organization to do next and or first to start with your servicenow in Microsoft teams deployment please take a couple moments to let us know and it's multiple choice so feel free to select mode yes thanks that's right Richard this was amazing so one of the questions I was really hoping that you could speak to First was around in order to test the integration in a lower environment do you need to use the self-configured app or is there any plan to allow or any way to allow the pre-published app to First deploy in a lower environment for testing before moving it on to prod so this is a little bit of a tricky question um because in a different organizations have different requirements or different development rules um some organizations deploy this directly into production to test and utilize those global policies from their Microsoft tenant to restrict access to certain groups for testing and those type of things um that that tends to be the simplest path is utilizing the those Microsoft policies utilizing servicenow security to restrict it to a small subset of groups however that doesn't work for every organization um what we typically recommend um if you need to utilize um a lower environment is to go ahead and to connect to production with that environment again restricting the application utilizing Global policies um and then that allows you to to get the whole field there um and then what you can do when you decide to move to prod it's very simple um when you go to prod you can do the same process of the pre-published app and it's going to ask you hey do you want to switch the connection when you click that button it's going to say hey do you want to switch the connection from Dev to prod and you'll just click yes and it's going to handle the rest of that for you hope that helps what else do we got here then you start a conference also initiate an outbound notification SS SMS and voice yeah so it's really just dependent on how your servicenow system is set up we're not integrated with the Azure communication pipeline um at current that API does exist the Azure communication pipeline is the underlying communication tunnel for Azure teams phone calls um what's that integration once we see that integration become fruitful this is a forward-looking statement early 2024s is what we're aiming for on that um we will be able to conduct SMS and voice calls um directly through that Azure Communications with the proper Microsoft licensings for teams phone thanks Richard yeah if you're integrated with twilio or something else you could still utilize that functionality as you currently do as well um hey Richard real quick folks I appreciate everybody who's responded to the poll just want to close out on this that we've got a pretty broad spread uh in terms of people who have responded it looks like you know 36 percent um are interested in integrating a portal employee Center or portal almost half around instant notifications a third for actionable notifications almost half you know 45 for using virtual agent or third for live agent transfer half for major Incident Management I've heard a lot of that and almost 20 for flow designer and spokes so that's a pretty good spread of functionality a lot of things to do so really appreciate everybody responding to that and now what's properly move into oh we've got some resources this will be included in the deck that we'll post uh here shortly after the call and I'll leave it here while we continue to speak to some q a and Richard one of the questions I was hoping we could touch on next because I'm realizing I had a question myself do you need a notify license to do major Incident Management this customer uses X matters for on-call schedules and my initial thought was you don't need to notify subscription or license um the term notify gets a little bit confusing when we're talking servers now because there is a separate product not related to servicenow that's called notify that's a totally separate product not related to service now serves now just called that communication Hub notify and what notify is is where um these Omni channels connect to so if you had a twilio integration it connects to notify you have the Microsoft teams integration it connects to notify so think of notify as that that kind of Hub that that these communication channels connect to inside a service now there's no separate licensing for that and so teams itself would would be one of those Services right that's correct yeah yeah it connects to the the notify app and team so right on okay a couple other ones if we could go through uh there's a request around the chat Imports a couple of things came in right at that point one question was are these chats encrypted and the other one was how long is the import of teams chat available okay so um this kind of ties along again so there's there's another chat out there about the uh Import in Native U.S so the Baseline with the Baseline integration does come with the auto imported chat now those chats um Auto Import every 30 minutes so um at least you had a question about the native UI and it didn't import um it doesn't import right away um it does take 30 minutes if you use the manual import you should be able to get that to import right away um so it does take about 30 minutes for that to come in what was the other part of that question are the chats encrypted that is a great question um serviced out technology allows for encryption um in the instance in the load balancer and back out the other way so um it will utilize uh the servicenow encryption um there's no additional encryption on top of it though in unless you're utilizing you know data at rest encryption Hardware encryption you know those type of things so um different ways to kind of cut the cat there but yes the data is secure while traveling through rest all right and then finally how long is the import of the team's chat available I presume that is as long as the chat is uh present yeah so that would depend on your Microsoft retention policy so you know we had somebody state that they had one that deletes chats after a few days that's that's pretty aggressive you know if if you have a policy that's removing those chats from uh your Microsoft tenant you're not going to be able to bring those in once they're deleted right so we want to make sure that that you're importing before your Microsoft retention policy jumps in now servicenow doesn't have any built-in um retention policies so that's something you would have to add to your serviced down instance in order to um you know have a retention policy inside a servicenow so if you've imported it into servicenow it's going to live there as long as you tell it to oh thanks um so I don't know if you've seen any questions there's still a lot here folks so hopefully we can get to this in the next five or six minutes one from Elsie can you please demo on the native UI and not the a is that an option we've tried it before and it does not import the team's conversation in the work notes or incident activity yeah and it should um so you know I kind of touched on that a little bit um if you didn't wait 30 minutes for it to Auto Import um that could be the issue or um there might be some underlying technical issue that you're having if you're trying to use the manual import I would definitely suggest you put in a ticket if you feel that there's a problem there okay thanks there's another question here around are there plans to make VA designer show card use adaptive cards in Ms teams we've noticed when using these in our topics they don't display all that great on the team side um as far as the Adaptive cards go um you can customize the actions to utilize different card types from Microsoft so Microsoft does have available different card types I'm going to be a customization to utilize additional card types or change the format layout um forward looking statement we hope to enhance um the functionality of this to um be more fluid and be able to almost create cards on the fly so that's that's something we do play with in-house at servicedow we do utilize this integration in House of servicenow uh our and you know you could only imagine ours is a little bit more extensive before we release that functionality um to The Ether but um forward looking statement we're getting there uh to make it so you can utilize any of the card types um you'd like to do in your Communications with teams awesome uh let's see here 222 and we start a conference also initiating outbound notification okay you answered that did we get through all of these um that might be it Chris threw out there encryption is also at the transport layer into the graph API yes Chris thank you very much for throwing that in there appreciate it cool all right I don't see any other questions let me just double check the chat here I think somebody had to drop oh we put some additional resources in here folks thank you so much Richard any other comments before we close I think we're right at two minutes till yeah the only thing I'd like to add you know this this allows you to bring service now um right to your employees embed it right inside of teams you know it limits that that clicking around opening up a browser we're not even utilizing teams and picking up the phone you know if you got an organization that that lives and operates inside of teams you know really this integration is no-brainer again wherever you want to start right just employees Center out there or just giving them the ability to to look up tickets or create an incident um you can start anywhere um and and like I said if your organization is already you know uh deep into teams um it's a really no-brainer you can put it right at their fingertips and hopefully drive a little bit more self-service well said well said yeah this is uh absolutely designed to increase efficiency and provide value for these Enterprise applications these platforms that are already a huge investment for for our customers so thanks Richard for that thanks everybody for sticking with us for this call really useful time uh again look for the follow-up coming from the live on servicenow community for the recording we'll answer the questions that we didn't actually get to today and um look forward to seeing you on on the next one we've got a series of these calls scheduled throughout the balance of the summer and through the year so hope you can continue to join us and we'll continue to get into more depth on how you can get started and drive value with servicenow inside of teams thank you so much bye for now