hello everyone thank you for joining today's session before I get into the topic as usual I want to touch base on our additional resources we have our community forums available for virtual agent nlu and a separate forum for agent chat AWA and sidebar and today's topic will also touch little bit about the next experience so we also have next experience Forum available in servicenote please do take a look uh for more details every session that we do we record and we post it into our YouTube channel so do subscribe to our YouTube channel conversational interfaces Academy if you want to revisit any of these sessions in future you can always play it from the YouTube channel today's topic is migrate from connect support to agent chat and next experience some of you may feel familiar with this title because I have done an academy last year in October with a similar title migrate from connect support to agent chat there is a slight difference with the agenda in October I have done a deep dive into all the configurations how to move into the advanced work assignment and agent chat if any of you wants to find the configuration details please do watch the previous Academy session that's available in our Channel today's agenda is I will be talking a little bit about the connect support connect chat status and I will also do a demo how the experience was before with the classic servicenow UI experience for The Connect support and connect chat and then I'll talk about the new ways of working so what this means is when you're migrating from connect support to next experience so what you can experience and how the look and feel will be different so I'll be talking about all those and then I'll also talk about the major feature comparison between connect support and what's more we are we have provided in agent chat and then I'll do a live demo and I'll show how the new experience looks like for the agents and then we leave like um five minutes for the Q a if you have any questions please feel free to post your questions in Q a at the end I will read through those Q A's and try to answer so let's quickly look into the connect status so we have two products that iconic support which is our real-time messaging tool which enables agents to connect with the requesters the current status of connect support is it is deprecated in March 2023 servicenow will not provide any support we are requesting all the customers to migrate into agent chat as an alternate solution Please be aware in next experience connect support is not supported chat which is a peer-to-peer collaboration tool that agent can connect with other agents within the service now so right now this product is in maintenance mode so there's no new enhancements or no perk fixes again connect chat is also not supported in next experience as an alternate solution we have provided sidebar which is released in Tokyo and in Utah we have also integrated sidebar with Microsoft teams I often hear customers use connect chat for connect support so please be aware these two are the two different products let's look like how an agent experience in a classic service service no goes so for an agent to connect with the requesters like where the customers wants to talk directly with an agent so you are losing connect support Json which is duplicated now and then you're also use connect support Q routing so let's say you want the agent wants to assign to another agent or to another queue who is better knowledgeable to solve the problem for the requester and then agent need the code UI for there is and then the connect chat let's say the agent wants to get an additional help and want the other agent to solve the issue faster was using the connect chat as you all might be familiar whoever was using the connect support in the past I want to uh show this demo how the previous the classic servicenow UI experience was for the agent with the connect support let's say an agent logged into the connect support and here if you see the headphone set is a connect support click on it and the agent will see the hrqs now there's a requester who is uh sending a message to the agent for his laptop is not working so he goes to the HR Support and send it now here once he sent it there's an agent waiting to join into the chat with a requester you will see that there is an accept shows towards the HR Support so now here in Connect support all the agents will receive it there is no intelligent routing assigning to the right agent so who your agent available that clicks on it and join the chat conversation and start helping the requester now the agents can also share the knowledge base articles now clicking here on the knowledge base so what are the knowledge base that is a predefined one here depicts the list of the knowledge that's available there is no intelligence like AI search available for the knowledge base here for The Connect support a drag and drops and send it to the requester to find the details now in Connect support agent can also try to create an incident from the chat window or he can transfer the chat to another agents or cues so if you look at the experience it's a it's our classic UI here just clicks on it and the transfer the queue immediately that goes to the the next available queue which is the chat support here too again Uber is Agent available they can just click and join into those conversations now the agent can also create the new record and add the descriptions and uh like here I'm doing a short description now the agent uh can also create an incident then the connect support so they click on a incident so these are some of the available connect support properties like how many number of test conversations created in the last hour like just 20 or message shown to the user when the rate limit of guest conversation is pitched and number of support conversations per individual and show agents avatars as light one so these are in their classic UI well let's also quickly look at like how the connect chat goes with on the left now look type connect chat and click on the connect chat that takes to the connect chat view here and then type the participant that I to add into the connects I'm searching here for Dan and then I added Danny and it started convers interacting with them and I can attach twice and whenever a participant added here a notification is being sent so this is how it was working in our classic experience now with the new ways of working so which means like moving on to the next experience you will be having much more advantages and advanced tools and intelligent routings here so what you get here is there's a workspace available in the next experience so like in each business like a CSM or the itsm or uh the HR can have their own workspaces and have available tools and all the unified experience given to the agent within the same browse tab so that's where the workspaces comes into a big series now within the workspaces so for a real-time modern messaging experience agent chat is provided so the agents can interact with their requesters and all the routings will be done through the advanced work assignment which is a very Advanced one then there is also playbooks available for the agents to resolve into fast but for the sake of times today I'm not talking about the playbooks I'll be talking more on the agent chat and the advanced work assignments respect to the workspace and then we also have sidebar for the agents to interact with other agents and subject matter experts as a real-time collaboration tool within the service mark so why next experience here are the three pillars for the next experience it gives a new UI framework where you can enable your theming app configuration in fact you can do the development within the mobile Builder and then the second one is it gives a modernized visual design like the look and feel is way much different than what we had in Classics Y and then the third one is the main idea is to give that unified platform UI for the user so that it doesn't need to go into different browsers for different needs rather find all the useful ones at one place here is just an example how the colorful theming uh the next experience UI looks like so there is like there is a menu filtering provided it's a three layers of filtering you can favorite and add like different set of uh menus and have the filtering on top of it for the use Easy use and here are some of the workspaces as you might you might have heard we are talking about the workspaces a lot so we do have a different workspaces for different business uh purpose like for service operations we have service operations workspace uh and then for the configurable uh CSM configurable workspaces so we have a separate workspace likewise for the HR and the project workspaces if you see each workspace the look and feel of this is uh same but the content inside it the density and the type of columns and Fields that's been added those are very different because you can Define how you want like for your EU agent when they get into the configure CSM configurable workspace you want to show only the case related dashboards to them you doesn't want the incidents there because that's not part of the CSM right likewise for service operations you want to show them the incident how many instances are created like what he's doing and what's the uh Team assign incident and what is the status is there any slas all those you can Define in those workspaces as any home dashboard so coming to an agent chat uh again it's a new messaging experience so it gives a modern UI experience for the agents provides all the required tools for the agents to make their work effectively and uh and resolve the issues faster and we have intelligent routing with the advanced work assignment which assigns to right to the right agents uh within the right time and then the agent chat it also connects with the third party channels like Trump employee Center and the mobile and third-party apps like Microsoft teams WhatsApp and SMS for SMS you can also use the 12 Year and have the integration we have those Integrations available there's numerous advantages having engine agent chat let's take a quick uh the high level like what you will get with advanced work assignment and agent chat so with advanced work assignment the routing goes automatic for any case chat or any incident or any problem for for the for your agents to support when it assigns to an agent it looks at the agent skills availability capacity what shift they are in and it also has a dynamic translation let's say there is a requester in Japan wants to connect with a U.S timelines with any U.S agent so Dynamic translation does help converting the Japanese language requester who who's unable to read English and then translate that to English for the U.S agent and whatever the agent types in English that will be converted into Japanese language and send it I'll show you a screenshot like how the dynamic transmission looks like after the demo and then we have an automatic Q overflow so if you if you have multiple cues you don't want your agent to keep uh keeping the chat waiting for a long time you can set the timeouts and let the queue overflow into the other queue where other agents might be available to take the chat so that's another way of experience you can give to your requesters not keeping them wait for a longer time you can also make it as a chat timeout and then reassign let's say if the conversation is taking long time and there's no response either from the uh from the agent then you can time out and then reassign to you another agent then there are pre or post surveys um also possible so you can send a set of questions to collect the requester's feedbacks as a free chat survey or the post chat survey and having agent chat and advanced work assignment yes it is supported in all our workspaces in the next experience U1 it's available as a servicenow standard entitlements integrates with the virtual agent the biggest benefit is having a virtual agent uh with a live agent support you will let your agents to focus on important meaningful conversations rather than jumping into every chat that's coming from the requester let your virtual agent take care of it asking all those standard set of questions topic wise and then route the uh the chat request to the request to the live agent if the requester still feels he wants to talk to a live agent and there are like a lot of pre-built Integrations available so slack and the streams at The Works place value SMS can be also integrated with an agent chat so from the MS teams through our virtual agent you can also connect to the live agent so your request is still on the teams your live agent whatever they're typing in their agent chat workspace so that messages will be coming directly into the MS team so your request to it doesn't need and I need to login into servicenow this is mainly helpful for the employees and here are a bunch of advanced features in comparison with connect support you get a lot more within our with agent share there's a skill based routing there's a Microsoft teams integration there's an agent Affinity like especially the advanced work assignment it will assign work items based on the agent's work history what tasks that they have worked in the past and uh what account teams that they have worked um in the past so based on that it will assign to that agent knowing that this agent can work on this particular task this particular interaction helping the requester faster so then Dynamic translation sensitive data handling actually modifications and then agent whisper is another very helpful one for the managers who can jump into the chats along with the agents when they are live interaction with the requesters publicly or privately and then you can also customize your inbox and add the audio alerts for the agents to get notifications there's a conversation in history it can collect a history of the conversation that happened from different channels and let the agents to walk through what will happen before the request to reach that agent so that helps the agent to quickly have all the info and start helping the requester faster and sensitive data handling to Masters and stew data and agent autopilot is another uh a useful tool let's say the agent started interacting with the end user and then there are a bunch of common questions that the agent wants to check with the uh request like collecting some credit card information or some of their address or any of their information in a sequence of orders so they can configure agent autopilot and Trigger that and let the autopilot take care of asking all those questions and collecting the information from the requester during this time agent can also work on other tasks and once the autopilot requester collects all the information and it reached the end of the flow it will alert the agent hey this this task is done now uh start interacting with the requested so they can we have many more please do look into our servicenow documentation so we have all the thorough informations available with all the new capabilities that we've been releasing every release and if you have any questions we also have our community forums FAQs available for agent chat for advanced work assignment and for other products as well last one uh just a high level on the sidebar since it's a alternate solution for The Connect chat so the agent while there are in live interaction with the end user they can also initiate a sidebar discussion and get the help from the other agent who is knowledgeable and available that's uh issue or they can also bring the subject matter experts even from the Microsoft teams and start the sidebar discussion as an interaction so in Utah we provided Microsoft teams integration which means the other users who doesn't have servicenow login they can stay in the Microsoft teams and still interact and participate within this sidebar discussion so with this said I would like to do a quick demo how the what next experience looks like I will click on CSM workspace so let's say I'm an agent and I just logged into the system and directly I go to my CSM workspace let's close the previous ones so when I log into uh CSM workspace so my workspace shows everything that is needed for me for the cases and I can see what my team uh cases are like what they're working on and if there is any performance any slas or anything all those things will be available here as I could handle for me and then I have a list here so I can quickly look at the list and see what are my cases and any trending cases topic and let's say are there any case tasks that's been assigned to me or to my team I can look at those and any complaint cases all these lists that you see here you can do your uh you can configure how you want this is an useful help for them agent if agent wants to come here and want to see uh what are the new published knowledge articles that they need to be aware so they can just come here and search and they can even search all articles here and use it while they are interacting with the requester the same way the conversational monitoring and work orders and yes for the team and then there is like you can add multiple menus here so for this was my previous um uh demo instance so it still has my dispatch work order but I can quickly talk about like what this does is so any work item this is much helpful for the FSM for this little technicians who has the work orders and they can assign their work orders into the time slot Windows let's say for today what time which um technician is working on which so they can use the dispatch workspace so it's not necessarily you need it for the CSM it depends on your business rule so you can have it here or you can add other menus that you want now for an agent I want the inbox here so I clicked on available all the lists that you are seeing as an out of box we provided only four status but you can always go ahead and add however you want the status to do uh yeah I mean status for your agent so like pending busy calling customer and fail connect uh agent and wrap up all these are the custom status that's been added so I made myself available here so now what I do is I will I'll also quickly talk about the other workspaces let's say I click on the workspaces so there are so many workspaces so let's say again I'm an agent and I want work on service operations workspace now if I go to service operations workspace this is how my workspace the home uh screen looks like now here everything is about the incidents incidents slas unassigned incidents and any announcements that is an agent needs to be aware what's upcoming you can Define all these things how you want to show to your agents to improve their productivity again the agents can have their inbox they can log into this now for our demo I will go back to CSM and I am now going login as a name requester portal so anything that you see in the blue color on the top that's a requested portal so I click on the chat thank you so what I do is uh I'll just click on show me everything you can have a lot of so whatever you're seeing here this is all coming from the virtual agent and you can define a lot of topics in the virtual agent design um designer how do you want it like check my ticket status and cancel a reservation all these are customizable topics so now for our demo I'll click on live agent now when you click on live agent immediately if you see the message there's a routing has been happened to an agent that's available here so let's say for now the system admin is an agent you can have any agent like anime Beth Angeline or John uh who are the one let's say the agent for ease he can also use the response templates and just send a good morning message so you can Define all your response templates like with all these customizations that you want we I have done an academy in the past you can watch those videos for more information likewise you also have quick actions transfer to queue transfer to other agent and then for the search KB article so you can use this quick action and provide the a keyword so that brings all the search um that brings all the suitable KB articles that you can pass to the request tool and then the help request so this is for the managers to jump into the chat using private and public and help the agent to solve the issues faster with to the requester and let's say you can also create an incident like create an incident okay so then it is an incident is being created being here so not only does the agent can share emojis they can also click on the files and start sending these files to the requester so whatever the files that they send it will be uh visible to the requester as well so I can I can just try to send one file here and there is a public chat and a private chat let's say the agent wants to add somebody else into the chat and wants to do a private chat so what it does is all the private chat that's happening within this window it will not be visible to the requester while working on this one let's see the agent wants to add something more on this incident so agent can go and add the comments and add the work notes and also link the related records and any knowledge base articles that the agent wants to add it and if they want to start interacting with other agents to get the help they can use the sidebar discussions and choosing the participants here and start the conversation with them so that's all the demo and I hope you might have noticed the look and feel of this experience compared to what you have seen for The Connect support and the connect chat and a quick uh screenshot how the diamond translation works so like if you see here on the left side I have an um requester who speaks a Japanese language and on the right side I have an agent now whatever it's being typed in the Japanese language that's being translated into the English for the agent to understand and help the Japanese requester so and that works with our Dynamic translation and you can also see the symbol of the global one for all those messages just that those are the dynamic translated messages now with that said I want to ask two questions and I'm also adding these two questions in the survey as well like a survey email will be uh sent to you all after this sessions please do fill the survey and help me to uh get the answers for these two questions I would like to know like when you are transitioning from connect support to agent chat what are the lessons that you have learned and what are the unlock productivity issues that you have felt and what are the blockers for adopting to the next uh to the agent chat in next experience I would really like to hear it so with that said I want to take the Q a now we have a list here in Q a I'm going to read one by one so how can I obtain the URL or launch details of all workspaces I could not find this information for The Incident Management and other workspaces so I'm seeking guidance so the best approach is talk to your account executors they will guide you with all the documentations that's available for the vendor management workspaces and also you can go to our community post uh we have a next experience Forum available so in that forum it has provided all the list of workspaces that's available for next experience that is another test approach to find the details second question is for conversational history what different channels history can the age interview let's say if you're if you have the different channels like coming from the flag from the Facebook or from the other different channels so you can integrate that within the agent chat uh confirmation setup so the agent will be looking at those Channel conversations and it also highlights the beginning of this channel conversation started and end of the channel conversation so agents can clearly understand this communication is happened in Facebook and then in the slack and now it's coming to the live agent to help the request is to solve I think I have also done in academy on this one uh please do check uh check my um YouTube videos in our Channel and can you share the link for the documentations and features definitely I'll be posting this video decision video by uh tomorrow I will add Community forums links and for the next experience and workspaces so you can find the links from the video in YouTube is the service operations workspace workplace replacing agent workplace or are we going to have a different agent workspace so we are no more calling as an agent workspace uh workspace specific to service operations but whereas within the service operations as as I showed you in the demo the minute you click on the service operations workspace you will see an agent inbox and for the agent space where agent chat is available like they'll be using it so you all you need is service operations workspace plugin and agent chat plugins again you can check with the account Executives for more details and more helpless the last one is the dynamic translation available in Tokyo Dynamic translation yes it is available in Tokyo for agents for agent chat are there a few questions in the chat I'll quickly go through it in next two minutes any future plans to integrate with zoom so that users will stay in zoom and continue the conversation uh as of now we don't have any in the roadmap I need to check with my team please do check with the account Executives they can reach out to us find uh the details on the case workspace form that compose text box we see an issue where it Auto Trim the words not sure anyone seen same we are on Tokyo P9 so ganeshan please do raise a support uh ticket with our team let our team look into it and provide you and help if it's happening just for you or maybe it requires any config or any setup that's been missing and the last one is these sessions are great and it would be nice to review and share with teammates but our company blocks YouTube is there another way to get to the demos trainings recorded sessions as of now as a public facing we are only posting in our YouTube channels um you can refer our community articles sometimes we also do Post uh some demos but I don't say that everything will be added into the communities but now right now the source is a YouTube channel so with that said um all the questions Q A's and chats will cover thank you so much for the folks who have been patiently waited the next uh the six minutes thank you