welcome to today's live on servicenow webinar session uh we're going to talk today about what's new for servicenow for Microsoft 365 coming out um uh in the Vancouver launch and in the August release before we get too deep into it let's take it through the Safe Harbor notice please take a moment to review as you may know if you've joined us before this just indicates that anything we talk about today that's not generally available represents a plan and not a promise and should not be used to make purchasing decisions the majority of this is planned for imminent release but until it's GA please they're with us today's session is a part of live on service now curated event series to connect you with servicenow experts and peers that can help you deploy your products and Achieve value faster we hope that you'll join us again at another webinar or Meetup and you can see the schedule by scanning a QR code that is in the chat Richard I'm not sure if you can help put that in the chat we may need to do it later another uh caveat here folks we're working with a bit of a skeleton Cruise so some of our operational Logistics maybe just a tad out a joint but we'll make sure that we get everything uh updated on our servicenow community page that'll have the recording of this session in fact I might have that right here please bear with me um yeah so this session will be there we go okay um moving on a little bit of housekeeping uh we have we'll have plenty of time on this session to get to q a at the end but in the meantime please enter uh any questions you have on the Q a button at the bottom of your screen along the way uh we'll also be recording this webinar session to be shared on the community uh we'll be sharing the page that that uh oh thanks thanks Richard uh uh we'll be posting this recording and after the event please be on the lookout for a survey um let us know what you think of the content and how we're we're doing uh as presenters also let us know if you might need some help with some of the functionality I believe there's a question where you can input your information in that survey so please be on the lookout for it uh okay on to introducing our speakers uh 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 I've been dedicated to our servicenow and and the Microsoft Alliance uh specifically around the teams in M365 integration I write some of our documentation present to customers and do enablement for our internal and partner teams as well as our quarterly releases among some other things I really love speaking about this topic around the integration and what we're doing that's that's new around the integration to uh with Microsoft to help our customers uh achieve more value and I like to talk about how to lay this out for customers so that they can take advantage of it as as quickly as possible so this is right where I want to be right now and I hope you get a lot of great info out of this presentation um I'm thrilled to share the stage here with uh Richard one of our best advisory Solutions Consultants uh Solutions Consultants Richard please introduce yourself to the audience hey guys my name is Richard Norton I'm a senior advisory Solutions consultant for the Microsoft Alliance my main focus is working with partners and partner to partner uh working on those Microsoft Solutions making the world a better place inside of service now so I've been in the servicenow ecosystem for just over 10 years um getting uh here at the mothership uh just up almost two years coming up next month so um super excited to be here glad to be here with you guys take it away Jeff oh thanks man okay and uh wanna uh make uh one thing sort of one thing clear that we haven't really talked about much in the past but we have a series of events here and I'm just posting up what is a uh perhaps applicable to this team uh to this audience in terms of how to learn more about what we're doing around virtual agent the teams integration employee Center um that uh these are webinars that you can sign up for I just posted this link in the chat now we have several links up there at this point but uh this is just what's happening in August we have a similar uh list of events in September if you'll check out the calendar hopefully you can find something that is going to be uh useful uh for for you and your journey and uh speaking of Journey let's go ahead and go to our first poll question sorry I'm going to take a second uh we asked this on several of our sessions and bear with me if I can get this whoops sorry having a little bit of a technical glitch Richard I'm not sure if you have that capability to run this first poll question I'm having trouble getting uh menu up there we go awesome thanks bud all right so please let us know where you're at today with your journey uh with to integrate servicenow with Microsoft teams um we find that we still have a lot of customers who are joining these sessions still looking to figure to learn more about the integration that haven't yet moved into doing the integration in terms of testing or the production rollout so wow we've got a lot of a lot of input here thanks we'll just give that another couple of moments uh again though if if you haven't done the integration yet or even if you have you're really in the right spot to learn more about for today what's new and what's coming with the integration as well as how to um set it up and conduct it um so that you can roll it out to your your teams internally all right so let's go ahead and stop it there we've got just over 70 percent thanks Richard and it looks like um okay just about 10 percent of 10 of the audience as first we're hearing 60 still gathering information a handful still uh in testing uh 14 in production and uh three percent with the rollout plan so thank you folks so much really appreciate that okay so we'll talk briefly about uh the servicenow for uh Microsoft teams and M365 integration and then we'll proceed with um more about what's new let's first start off by understanding why servicenow for Microsoft uh after talking with many customers we we still see a common theme popping up around organizations being pressed to provide both better experiences and more efficiency and this is really a mission critical objective and and it's easy to understand why the prolification proliferation of applications has really created this common challenge which is to manage multiple experiences we've got employees and agents wrestling across email chat portals uh in in other applications that create stress constantly swivel chairing or toggling between applications for informations or due to notifications and it's stressful and inefficient when we have people navigating to so many places for information um sometimes information can just be missed altogether so the it's easy to understand why solving these challenges are so important when you dig into these numbers such as McKinsey report estimating 20 percent of employees time is lost searching for information to complete tasks and workflows hbr reports nine percent of time lost trying to reorient to a task after visiting a new application and Gartner indicating that 43 percent of employees Miss information important information because they have too many applications open and this is exactly where servicenow and Microsoft the integration between our products comes into play the integration improves efficiency by seamlessly weaving servicenow and Microsoft experiences into natural workspaces and when you have this seamless experience you get happier employees because it doesn't feel like servicenow or teams it's a single experience across the board for agents and employees and this increase in productivity this increases productivity because the integration between teams and servicenow brings notifications information and actions into a single place finally it opt it optimizes collaboration good things happen when you take world-class collaboration software and weave it directly into a world-class workflow so let's go deeper into uh how different stakeholders benefit from the integration and let's start with the CIO they want to make sure that they're maximizing the Strategic Investments that they've made around efficiency collaboration and experience service owners want to be able to alert employees to outages and quickly bring experts onto a team's bridge for streamline collaboration to close out these incidents agents need to reach employees and experts and teams directly out of servicenow and employees don't want to leave teams when it comes to requesting service finding answers or providing informations to agents now this can all be done in you know where they spend most of their time you know again within teams so when we talk about driving efficiency through the experience there's a handful of app experiences that show off the integration for employees and agents you know we have employee Center where employees can request service review their tasks and search the knowledge base directly inside of teams virtual agents virtual agent is where employees can self-serve and engage automated workflows Pine KB articles uh and more all within teams then with service operations workspace helps agents further reduce the mean time to resolution by invoking teams notifications oh that's great uh great Mary notifications conversations and conferences directly within teams major Incident Management helps our service owners get Services up and again faster with automated teams calls inside of servicenow and great collaboration finally we have agent to employee chat where agents can reach out directly to employees inside of teams from without leaving servicenow um so with that said uh let's transition into what we've got that's new and and I'm going to start this conversation by indicating uh some of the existing capabilities just to uh you know give a little bit more background you guys know that we have employee Center uh it's got Myriad benefits it is a real Enterprise grade collaborative platform that enables service self-service and automated workflows um allows Communications uh to be you know within teams uh to to assure that they're read by employees it includes an AI search and you know this integration between teams Outlook and M365 we'll get into in more detail here shortly uh it's quite strong from a Communications perspective what's really great about this is the targeted and actionable Communications that can be driven to employees um and the experience within teams uh provides a quick summary so when your employees are using employee Center and teams you get more effective employee Communications the experience is really how it should be employees receive notifications with brief summaries directly within the activity feed and then they can be taken to employee Center within teams when they click on it on the notification for more information such a great way to drive more engagement around critical news for upcoming events uh and this is uh this communication targeted communication is an employee Center Pro feature thanks for the question um okay uh and then virtual agent a lot of us know this quite well uh VA drives uh automates common workflows allows for a live agent handoff and provides a transcript uh for for better transition um it it supports the AI powered search and it's of course woven seamlessly into teams so now let's look at what's new for the employee experience and uh first up here is really um the integration of employee center now not just in teams but within Outlook in Microsoft 365. this is really driving the rebranding of our integration from servicenow for teams to be called servicenow for Microsoft 365. and whatever your approach to leveraging servicenow uh employee Center is it can be you know leveraged by your employees regardless of where they work just want to show how this works real quick oh my God okay so this is a quick bit of a demo this is live today this is an instance that I just had queued up here uh yeah so this is employee Center just in the portal view uh we've seen this before the same instance uh I'm gonna go to the team's integration here you can see we've got standard chat setup and then if we go to employee Center today we already have employee Center teams I'm just going to take a moment to load up all right so so this is great now we have Microsoft 365. if you go into you do the integration you re-upload your manifest you can now upload the same employee Center if you're working out of the M365 app say you have employees that enjoy working out of this web interface more so than um within teams directly they can still go and find servicenow directly in the M365 app right pretty cool and uh and then within Outlook a similar experience here you can be reading email and if you need to access something inside a servicenow you can find employee Center directly inside so um this is very easy with the same manifest upload process that's done today for the integration uh fantastic um as part of the August release we're enabling users to pull different types of approval requests from their workday accounts these approval cases may include time off requests leaves of absence timesheet approval compensation change job requisition approval time off Etc once these approval requests have been pulled into the servicenow platform from a workday approvers can take action from within employees center with the unified approval inbox at the back end this is done through two steps first is with the work they spoke where we're introducing new actions to pull data from these approval requests and the second is changes done to tasks to the task configuration where we're shipping out of the box configurations and widgets for supporting these use cases for August this is only supported for the portal implementation but now mobile Outlook and teams Integrations will be planned for future releases so um pretty cool functionality here with approvals Hub again this is an employee Center function that should be available within teams so that's why it's surfaced here another uh function around employee Center inside of teams is the Viva integration with uh the employee Center integration uh with Viva Connections in the Viva connections dashboard so Microsoft has been making deployment of the Microsoft Viva connections easier earlier this year if you were looking to deploy Viva connections you always needed a SharePoint home site to deploy Viva connections and moving forward Microsoft has made this easier where you no longer require a SharePoint home site so as depicted here you can deploy an interface of Viva connections with a dashboard and resources to that curate links um and what we'll be doing as part of this integration is introducing this card for employee Center in Viva connections dashboard so users can easily navigate to employee Center to get help um or if they're notified of tasks that they have a pending action so this uh this card deep links into employee Center and uh should be really useful for for customers who are using um Microsoft Vivo Viva connections um sorry uh real quick here so customers uh this is a basically if you're still using a SharePoint home site as your default Landing experience will make sure that the same servicenow card that you saw previously also appears on the SharePoint home site let's see uh this is one of my favorite features of the of this release that's going to be available with Vancouver um it's um virtual agent message extensions and what this does is surface the and share AI search results within teams here if you're in a Channel or within a chat you'll be able to access the uh your your servicenow virtual agent bot from the tray at the bottom of the text box and you can search across your service catalog um knowledge base uh any basically whatever you've got surfaced NVA can be surfaced here so it makes it easier for employees to share information between themselves or with a channel so for example if somebody has purchased an iPhone and wants to share what they bought with somebody else if say another employee wants to uh you know refresh their phone as well that information can easily be shared now in the context of a chat between two people from an administrative perspective the message extension um is is a check box that's set up during the Manifest generation process and um it can also be managed where only guest users can um will not willingly get access to information that they have privileges to to view so if you have a guest user in your environment and you don't want them to see your service catalog for example it can easily be suppressed so the guest users only see say knowledge base articles that they should be accessing um in addition to this a virtual agent is also going to be supporting multiple attachments I believe in teams in the past you can only attach one item at a time with this uh August release it's going to support multiple attachments and you can also copy and paste as well um and let's see here so that does it for the employee experience let me take a quick pause here Richard I see a handful of questions uh do you happen to have anything to to you want to bring up well I've answered a few here and I can go through so one of the questions we had from Dwayne was do you have to have employees and approved for the integration with Microsoft Outlook or Office 365 or can you just use employee Center standards you can use employee Center standard you can also use your service portals um for any of you guys that might utilize multiple service portals you do have full control over the Manifest so you can add extra tabs for your it HR service portals if you like but as you move towards employee Center you know you can consolidate that down the integration is really built for you guys to start where you want to start and start how you want to start um we have another question any future plans for ADP or Cornerstone um I I know this probably isn't the answer you're looking for but that road map is ever evolving more Integrations to come I think the newest integration that'll relate to teams will be an integration um with concur expenses uh get those notifications going into teams for approvals so uh again that's that's a forward-looking statement but that that is uh probably the most recent one we will see coming up here in the nearest Future um we do have several open questions Jeff there's a duplicate here you might have the answer to uh the Viva connections can you use that with itsm standard the Viva connections integration is so if a customer has Viva connections and they have employee Center they'll be able to Leverage The the integration with Viva connections I think all that's required is is employee Center I don't think you can use service portals for that right um we got submitted questions here let me see uh we have VA live agent chat integrated into teams which our users love to use we also heavily rely on Dynamic translation to optimize our services operation unfortunately using teams actionable notifications it's not working with Dynamic translations any plans to get this working in the future now there's been some changes in the dynamic translation support I don't have those specific details um Jeff I don't know if you have anything to add on that I don't it should but I do believe that notification should work regardless of the language so so uh let me take that one and uh find a find an answer and I'll respond in the page for this uh session yeah um do we need to purchase integration Hub to do an integration with Microsoft teams so this um questions a little bit complicated um integration Hub licenses are not required for the team's virtual agent um integration because it does not utilize integration Hub licenses however if you start moving further down the line um to integrate things that um would use integration Hub and utilize those inside of your virtualization topics those would consumerize those integration Hub licenses and then if you go further down the integration path with Microsoft like integrating with SharePoint and um cloud services those type of things are going to cost integration Hub licenses so something to think about or talk with your sales guy about if you have i27 Pro you already have a good starter bucket of integration Hub licenses if you have standard and didn't get any integration Hub licenses that that might be something you want to go back and at least get that going so you guys can have those Integrations to help support your processes thanks Richard [Music] all right I see something around regarding Pro or standard I'm not sure what that one refers to can I get a link to the presentation without having users create user accounts in servicenow I want to share with our Microsoft group and Architects um Mary um I'm just going to put my uh email address in here and if you could uh respond to me I'll get you a version of this that you can share um okay something else you want to follow or want me to follow up on here Jim um I'm no just going through so we got a couple more folks uh thanks Rand why can I not add teams integration with change I don't see the same icon related to the change record is that something you can speak to yeah so you you absolutely can and agree with change but the new integration updated on Thursday with IIT um service management for Microsoft 365 plug-in you can find that out on the store this will automatically integrate with change instant HR um and uh requested item so it'll it'll automatically have that um out there for you um with the latest update so you can actually absolutely do this with change slight correction on that Richard yeah from Microsoft 365. uh there was an app that was listed in the Innovation lab that is being has been deprecated all of the servicenow for M365 capability is now included with the IT service management and HR Service delivery Integrations with Microsoft so if you just update those particular Integrations uh you'll be able to integrate with Microsoft 365 and Outlook you'll be able to integrate your employee center with M365 and Outlook yeah and and also you know this integration is driven by Spokes and if you're familiar with flow designer spokes have actions that are reusable throughout your system so you can even utilize um this functionality inside of your custom processes as well so that includes you know the conference calling that includes chat if you guys need to bring those into custom maps or custom processes you can absolutely do that yes [Music] uh okay see here thanks folks I I think it's probably a good idea for us to go through as much of this as we can um what is the name of the job that runs to capture the chat in incidents or problem records Richard oh there we go what was the name of the job I don't know the name of the job um what I can tell you um is there's a couple different ways to configure this so the job does run every 30 minutes and that's an auto job to bring those chats in from Microsoft teams into your records now you can turn off the auto import and utilize the manual import feature um and the 30 minute clock could not be modified at this time um it's a limitation with Microsoft and making those calls to Microsoft to to retrieve that information and how much information we're pulling back so right now you cannot modify that 30 minute time limit I hope that helps I could uh you know help find a little bit more details but you can also you know open up a support ticket to help you get that answer for that specific job wow tons of questions in here by the way um okay uh guys why don't we we've taken a couple minutes on questions I'd like to take us through some of the additional new content and then we'll spend more time on questions um so please continue to stick with us on that um all right so in terms of uh uh sorry agent and service owner experience okay so let's go with that you're aware of our live agent transfer uh capability right that allows users in Virtual agent to transfer to a live agent this is seamless and it allows the agent to see the transcript of what's happened within the virtual agent um uh so this is existing functionality strong integration here also you're aware of the agent 2 employee or agent agent chat this is something that is supported both in the platform View and and what we're looking at here on the slide in service operations workspace um uh we've got improvements to this integration we'll we'll talk about in a couple moments and then on the major Incident Management side uh we allow owners to send notifications to employees and um that reduces uh duplications of incidents it also supports uh teams chat War rooms where we're able to kick off a team's meeting uh from uh directly from servicenow either in sow or in a platform so let's talk a little bit about what's new first agents and service owners so we've got this embedded collaboration experience within the service operations workspace so specific to notify we've got this enhanced experience that allows an embedded collaboration where agents can can call stakeholders from the servicenow UI this integration allows the kick the the initiation of a call and it allows the the user the agent to view and manage participants directly inside of the panel inside of the servicenow panel so they won't have to um uh do this inside of the teams interface it can happen directly inside of surface operations workspace um yeah so so I I think this the the real Takeaway on this is users in sou will not have to leave the service operations workspace when they're working inside of a call um this is going to continue to be uh um uh developed over the coming couple of releases I think in in early um I would anticipate in the first half of next year we'll see another uh iteration of this and um should be quite useful then in terms of sidebar chat functionality this is where do I have a build okay sorry um so we've got this integration down with sidebar in service operations workspace sidebar was released uh I believe six months ago or so in the Utah release and now uh it actually integrates with sow so an agent can uh from the from an incident where we have agent to employee chat today where a chat could be kicked off from the workspace and then it would occur inside of teams now you can use the sidebar window and the agent will never have to leave service now so to me this one was a really big win because um uh you know the agents won't have to leave the uh sow um and let's see here teams conference management I believe this is what actually what I was actually speaking about earlier you can see in the screenshot a little bit more about what's happening in terms of being able to manage callers so this is that embedded view of the team's call within service operations workspace and this really takes us to the end of what we've got in terms of the agent uh and service owner enhancements uh throughout service operations workspace and in some cases in the portal itself a lot of work on the sow side of things here and so I'm gonna kind of bring us to this um slide that sort of shows The Innovation that we've been developing over the past uh you know couple of years with the integration you can see what was inside of Utah and then we just talked about what came out in Vancouver which needs to be added to this slide so with that I'm going to take us to one more final poll question let me see if I can run this one I can um bear with me launch the poll so for what we've looked at so far today folks please let us know what features you might be most interested in learning more about next time I know we are a little bit uh short on our uh demonstration of some of these features today but if you'll continue to join us we'll be able to show more and more about exactly what these look like and work like in in future sessions um and again we shared the calendar so if you'll continue to join us we'll uh share with you all right so thank you to those of you who are responding to the poll again we've got our integration with the employee Center and uh Outlook in the M365 app getting some strong responses for that one the VA message extension I wouldn't sell that short I think it's really cool by the way that one is going to be available for actual use in on octo on August 24th with uh patch sorry I believe it's Utah patch 6. so please be on the lookout for that and we've got this embedded notify functionality uh notify call functionality and the embedded sidebar integration so that's probably good for now we've got just over half of people responding oh we've got a lot more people great um okay so I'm gonna go ahead and end the poll here thanks to everybody who who did respond uh we've got 40 uh interested in the uh employee Center uh integration with Outlook and M365 12 on message extension 16 on notify 27 on sidebar really cool and uh four percent on others so oh I guess let me hit share there we go um all right with that um I'm gonna just push us on we've got a few resources here to share a lot around running the integration a handful around some of the new functionality uh We've also got the the link to uh product docs here so um uh all things can be found through that and again please respond to us in community and and we'll try to get all these questions answered if we don't get to them on the call folks thank you so much Richard really appreciate your expertise here it's great working with you man um really appreciate you as well as the entire audience I think we're just about at time here so we're going to go ahead and close it down but thanks again for joining us we hope to see you on a subsequent um uh webinar or Meetup uh thanks again for being a customer and have a great day