thanks so much for joining you are um present with us on the servicenow live live on servicenow event uh for maximizing your employee center with Microsoft 365. uh today on the 16th of August um let's go ahead and proceed um with our Safe Harbor notice give folks a moment to review um as we always like to say anything that we may discuss today that's not currently generally available represents a plan and not a promise so please don't base any purchase decisions on anything that is forward-looking and not available today uh with you today or myself and my esteemed colleague Mark I'll start with a quick introduction my name is Jeff Fox I'm uh a product manager here at servicenow and coming up on two years at the end of October so um I guess that's 18 or 20 months 19 months uh I've been a outbound product manager here at servicenow which means I focus on developing product content working externally with the customers and preparing our sales teams you know enabling our sales teams and partners and I've been working specifically on the Microsoft integration so I'm really excited to get the opportunity to chat with y'all today about the integration this is right where I want to be and look forward I feel like a lot of people who are still learning about the integration gathering information um and and planning hopefully you're going to get a lot of value from our session today let me pass over to Mark you want to say hello to folks yeah hi everyone so Mark greville so I'm a solution consultant based out the UK I look after Microsoft Alliance in Emir from a technical perspective also part of the partner design studio um yeah being a service now about uh eight years and previously also worked for Microsoft appreciate it also I should mention before we move on I'm playing dual roles here trying to run the zoom session as well so if there's any technical difficulties um uh please uh be patient with me uh okay and so as we move on a couple of other uh statements um today's session is a part of live on servicenow a curated event series to connect you uh designed to connect you with servicenow experts and peers that can help you deploy your products and Achieve value faster we hope you join us again at another webinar or meet up you can see the schedule by scanning a QR code or uh viewing the link in the chat Mark I hope you have that link available to share if not we'll get it in here as soon as possible there's also a link around accessing the recording and the presentation for today's session that we'll be sharing as well on servicenow community um couple housekeeping items this is a webinar right we've saved time at the end for Q a please use the Q a button and zoom to ask questions along the way and myself remark will be able to respond uh as quickly as possible or hit you up at the uh we'll address questions at the end this session will be recorded and shared on our community site and when we're finished we'll uh be sent you'll see a survey pop up please take a moment to let us know how we did we really value your feedback and letting us know what we can do to make these sessions uh more valuable um there with me okay so I have a chat and I'm gonna try to run a poll question but I am having a bit of a zoom issue so let me see if I can sort this out um here we go okay and whole question number two launch okay uh what would you like to see more of to support your servicenow and teams adoption Journey this is really crucial for us as we're developing content all the time want to make sure that we're hitting a material that really is of value to you so if you could please take a moment uh to to go ahead and let us know what you think would be useful that would be uh really really helpful and I'm going to take this moment to look at the chat oh thanks Mark okay good stuff uh yeah um I know from my perspective as a product manager I'm working on more content around doing the integration itself and I think that's something that over the balance of the year we're going to get a lot more content put out on it and make it available in the community um and uh through the portal so hope that would be useful to people um all right seeing we're at about 58 here we'll just give it another couple of clicks if you haven't already responded please do let us know what you'd like to see more of more content newest features and enhancements cool we've got a link in here to some of the newest content on employee Center specifically as well as on the team's integration so I'm gonna go ahead and end the poll here thanks to those who uh shared so we're more more overview content a lot of people more than a quarter said more technical content selling the integration internally you know we have some click-through demos that we sometimes make available it's good to know that that's something folks need need what's available today is good glad to hear that from some and more on the the latest so cool thank you guys really appreciate it um yeah great comments great comments guys okay let's get underway uh all right so we're going to start out for the first couple minutes guys if you haven't been on one of these sessions before or if you're still gathering information you may be asking yourself why should we integrate servicenow with Microsoft or Microsoft teams um and and you know we talk to customers all the time here and and a common theme we've really seen be prevalent over a long period of time and that's that organizations are really pressed to provide both uh better experiences and more efficiency many many customers consider this a mission critical objective and it's Mission critical because you know the proliferation of applications uh has created a common challenge which is to manage multiple experiences today employees and agents have to wrestle with multiple experiences across email and chat and different portals and applications and this creates stress as employees and agents constantly toggle or swivel chairs we sometimes say between these applications for information or due to different notifications it's stressful and it's also inefficient navigating to all these places for information is simply not a good use of time and sometimes information can just be missed altogether which happens to me periodically probably more often than I'd like maybe maybe it doesn't happen to to you but uh perhaps others in your organization so it's easy to understand why solving these kinds of challenges are important when you really dig into the numbers uh McKenzie reports uh an estimated 20 of employee time is lost searching for information to complete tasking workflows HPR reports nine percent of time is lost trying to reorient to a task after visiting a new application and finally our friends at Gartner report 43 percent of employees misinformation guess I'm in that group because they have too many applications open employees and agents shouldn't have to struggle should they and they no longer have to uh this is where the service now in Microsoft integration comes in it improves efficiency by seamlessly weaving servicenow and Microsoft experiences together in a nap in natural workspaces um and with the seamless experience you get happier employees it doesn't feel just like servicenow or teams it's a single experience that for both agents and employees this increases productivity because the integration between teams and Microsoft or sorry teams and servers now bring notifications information and action into a single place finally we optimize collaboration good things happen when you take world-class collaboration software and weave it directly into world-class workflow software so let's dig just a little bit deeper into how stakeholders May benefit from the integration and let's start at the top with the CIO your CIO wants to be sure they're maximizing their Investments their strategic Investments that they've made around efficiency collaboration and experience service owners want to be able to alert employees to outages and then quickly bring experts together to streamline collaboration and close out on on these issues agents want to be able to reach employees and experts in teams directly from servicenow and finally employees they don't want to leave their natural workspace when it comes to requesting Services finding answers or providing information to an agent say that that can all be done within teams right it's great and so when we talk about how we drive efficiency through the experience here are five app experiences that show off the integration for employees and agents first and and the reason why we're here today is around employee Center where employees can request service review their tasks or search knowledge-based articles and more uh directly within teams next we have virtual agent where employees can self-serve with automated workflows accessing KB articles and much more all within teams our service software operations workspace helps agents further reduce mean time to resolution by invoking notifications in teams conversations and conferences directly from servicenow and we have major Incident Management which helps service owners get Services up again faster with automated teams calls from servicenow finally we have agent to employee chat to help enable agents to reach employees directly in teams from servicenow um and that does it for some of our overview content so before we get into more around specifically employee Center Mark are there any questions that we should break for or any comments you may have seen in the chat um no some great comments about documentation and best practice and that we need to do more about that which is brilliant and especially some of the new functionality like sidebar so they're definitely things to take on board moving forward um a couple of questions in Q a which I'm dealing with at the moment okay sounds good thank you all right well let's uh let's proceed excuse me uh okay so the integration itself very powerful let's talk about how to enable employee Center within teams uh it's really a three-step process pretty simple you need to ensure that the two platforms are integrated and we're going to demonstrate this here shortly uh ensure the platforms are integrated you need to download a manifest from servicenow and then upload the Manifest into teams um to do that uh here's a brief look at the requirements and and you'll get these when you get the deck it's posted in some other places as well in terms of plugins the Microsoft Integrations core plug-in is one of the background items that's included with all the um Microsoft excuse me integration content so you may not see that one specifically but it is one of the dependent plugins that should be coming along with on the Microsoft side um we need to have uh a global administrator or a teams administrator uh role or sorry both of those two roles and then on the servicenow side we need this external app install admin role um and with that all in place this is what it would look like um we'll proceed through this a little bit first we're going to go to install Azure apps um from there we're going to find this install button it presuming you have all the plugins uh installed um you'll need to log in with a servicenow tenant or sorry a Microsoft tenant right to do the integration and once it's done it should look like this where you'll see the red uninstall button and more importantly you'll have these other dependent uh items installed from there we're going to download the Manifest file this uh is generated it's a Microsoft item we generate it from your servicenow instance so we'll go into the servicenow for Microsoft teams and click under application manifest we'll click on a new manifest you'll go through a short uh series of screens to to set up what your integration is going to look like within teams um and let me take a moment to go through this here and Mark please comment but you know it this is the actual name of the app this is where you can do a lot of the customization that's achievable with servicenow and with employee Center inside of teams you can name your app whatever you want from here adding a version number is important and we'll see this more so in the live demo but we need to add you know successfully successive increasing numbers each time you download a new manifest you can have your description for what the application is going to have it'll show up to people uh that see it inside of teams from here we're going to configure VA if you have VA we'll connect it and if there's options here if you have a single servicenow instance or multiple instances um after that you can add this is where employee Center comes in if you want to call employee Center something else if you have some other the word snafu for some reason comes to mind and not because of this demo at least not yet but just because you can name it whatever you want so this is the the spot within the Manifest generation where you can do that you can see also there's a couple other check boxes here that have more details around how you can customize the the employee Center and the whole integration inside the teams uh with that done we're going to download the Manifest uh we'll download the zip file and that's what we'll use to go to step three and to do that we'll go to I believe it's teams. we'll go to this Microsoft teams admin Center and we'll see this in the demo as well we'll go in to manage our apps we're gonna for the first time if you haven't done the integration yet you'll click on upload a new app under manage apps you'll uh upload this manifest file and when that's done uh there's a couple of other things we really recommend doing uh one of which is going into your setup policies and then making sure that the application itself is pinned and so here you would add apps to to the pinned apps this is also where you would use the policy to deploy the integration to all of your users and this would be on their left rail inside of uh teams and you can also um so it would deploy to users and then you would place it on the left rail when you pin the app um that's pretty much it so let's see here I believe that is I'm going to go back to this slide and I'm going to move over to my instance so just have one quick question uh which I thought answer live rather than uh then type it and that's around the Manifest file settings um and what can be updated after the records created so what's basically once you've created the record then if you can go if you want to go back into that manifest file then you can just press the back button it will take past back past all the tabs and you can change things in that you can always create a new one just one thing to bear in mind when you're creating a new manifest file just make sure it's always a version above uh what you already had because uh teams just check it and it rejects anything that's that's either equal to or a previous number so just bear that in mind I see this other question you know a couple things around updating the Manifest file and we'll we'll get into it here in a moment but Mark it may be worth it to talk a little bit more about when do you upload the Manifest and I know this is just going off the cuff but you know as as I've gone through and the more I learn about the product it seems like each time there's an update to you know you download you you initiate an update like there's a new version that comes out to get the new capabilities of that installed version you need to upload the Manifest again right and so we'll look into that necessarily every single time but certainly always worth reading through the release notes to check um so it doesn't always happen like that but it's really when you might be changing the wording changing The Branding changing the colors those are the main things that you might be doing we did a big change with the 365 stuff um uh at the August release So So that obviously has potentially a bearing on um the Manifest file because that that is a change but it's not every single release so read the release notes um that will always tell you whether you need to redo the Manifest file or not thanks Mark hope that helped folks all right so here I am in an instance it's just a demo instance I've typed in servicenow for Microsoft uh it's got servicenow for Microsoft 365. as Mark said this is a a bit of a change in our branding with the most recent release I'm going to go in to install Azure apps all right so I've uploaded all the necessary plugins here and this is what you should see once you've done that and you've yet to install I'm going to caveat here this is going to be a little bit anticlimactic because I've installed and uninstalled on this instance and so when I go to do it I'm going to sign into my um uh Microsoft tenant and everything else is proof installed so you can see here we've got notify connector and you want to see this installed indicator right here as well as request based chat and SSO and activity notification each of these are dependent uh activities that that help you know realize the integration you also see this is something that you would see if you haven't done this before you would see the authorize button and uh this is a new from August uh plug-in that I haven't activated yet but it is useful here to see what you would normally see in your instance if you haven't done the integration yet yourself but on the whole this is what you you want to see right so now we've connected the Microsoft tenant to servicenow next what we're going to do is go ahead and generate this manifest right so we've still got servicenow for Microsoft listed in here and under application manifest I'm going to go to servicenow for teams and Mark uh okay so this is what we would normally see I'm going to close this one so I've updated the Manifest here multiple times and you can see um uh I'm just going to kind of Click into this to click into this existing one to sort of show uh what it would normally look like right this is version 2.4 um I've got my virtual agent is set up here here I've got your Hub this is I believe I've actually got this named as employee Center so I'm not going to actually make a change and then you would go through here and unless you've already uploaded a manifest you can you know click the back button to to go back and make changes throughout this process so I've already uh got my manifest put in so I'm not going to uh actually do the uh you know create the Manifest here but what I will do is go ahead and move over to admin.teams.microsoft and this is where we're going to go into manage apps and so let's just say that we've got our manifest file you know the zip file that's been downloaded um if you haven't already put it in you would click upload a new app in this case I've already got it so I'm going to search for this um servicenow uh application and here you can see I've got servicenow for Microsoft 365 and so I'm going to click into it um you can see I've got version 2.3 published if I had an updated manifest to put in I would simply click here and select the file and it would then propagate through throughout teams to my group of users Mark anything else to add here enter oh I guess I should go into the setup policies real quick this is where we talked about um going into the global policy and this is what we do uh it may not be the same with policies in your organization but whatever policy you have you can do the follow these same steps right so we've got this installed up we had to add it here this may not have been called out specifically but we had to add this app and then in terms of pinning we added the servicenow app very easy to you know a little menu shows up uh I guess if I click it here you would search for it in the menu and then just add it in and uh once that's done you bring it in and then you can just move it around you know up or down or wherever in context so wherever it makes sense for your organization uh you could place the app on the left rail for your users and then they would have access to it so that's all done let's go ahead and move into sorry I actually not show you that right off the bat so say we're going into teams I'm going to go into the servicenow app and you can see it's pinned here on the left rail in the second spot just where uh we'd initially had it had it placed sorry I need to try to move this uh okay so we're in here now with virtual agent uh the focus of our session today isn't around this but uh uh this is where your your users can interact with VA uh and then employee Center is placed over here let me take a moment and let it load all right so here easy enough whatever you've got set up in your employee Center your users will see uh here inside of teams so any any action that they want to take uh whether it is um making a say you've got a sales person who wants to sign a NDA for a customer they should be able to access it here if they want to request a vacation time they can do that as well if they need to procure items it can be done with an employee Center this isn't so much of an employee Center sales discussion as it is showing the fact that all the good things you've done with your portal you can now make a available within um Microsoft teams one thing I also wanted to share with you guys I think it's over here sorry so this is a different instance but I wanted to show the fact that we uh with the August release one of the cool new pieces of functionality is we make servicenow for we make employee Center available across teams Outlook and the Microsoft 365 application so we just looked at this inside of teams this is like I say a different instance so it's a bit of a different setup but we know what this looks like if your organization or if a particular set of users wants to be able to access employee Center say they're not in teams so much but they're working more in email then Okay so we've already seen employee Center in teams here if you're in email now the same manifest generation process and upload into into um teams admin console propagates the same employee Center application into Outlook right so you can come in here and see employee Center within Outlook and it also puts it into the M365 app so if you come in here and if you've got users that are on the web a lot they're they're accessing different Microsoft applications want to be able to get to some of their other items and for them to access teams within the M365 app is what's most useful for them it's easy to do um so I'm going to go back to there and go back to the presentation if I can all right and uh with that let me take another quick pause here Mark is there are there any other new questions or comments we should be addressing that's questions so I'm busy answering them as we speak um uh I will carry on at the moment because I'm just down to them as I type um but they're a few of them I'd like to seeing a few of them around uh capability and when various screens appear uh so for example you're when you did the install as your apps you need to do the plugins first before that appears um so just answered a few questions around that okay okay very good well folks um so we'll get to the questions uh let me I got a couple more slides here to go through and then we'll we'll talk a little bit more but in terms of ensuring a successful integration you know I like to to show a couple of these uh slides because uh multiple teams are with an integration like this where you're taking you know Microsoft and you know which is obviously a a large you know foundational platform and servicenow which itself is is a pretty large piece of software to do the integration between these two takes a couple of different teams uh to to be involved and so what we like to advocate here is that you to make sure that your servicenow owner and your Microsoft owner are aware of the effort you maybe are the servicenow owner but it's important to make sure that the right team members are in the mix it might include your network working team obviously your security team many others uh so you know making sure that all these folks of these different teams are represented and know what to expect will make the deployment run much smoother um and then the communications is really crucial as well uh we really recommend this be managed just like a project right I think because of the volume of people that are involved in the rollout and the work that's required oftentimes we'll see a Security review that sort of thing it's really important it is treated with enough formality to make sure that the doc the necessary documentation is is created and uh shared um just in case it helps we do have this little templated piece of content that you're welcome to grab and use to help describe what's going to be happening with the integration to be able to share with other team members again this isn't rocket science it's just trying to make sure the communication initiates and that you get the right amount of uh of input and uh representation from the teams that are needed and that does it for the presentation here I've got a handful of helpful resources you know a lot of this goes to our community um I think what's new in employee Center may be useful for folks particularly on this session we've got a lot of a a handful of items I think a lot of the content that we went through today are on items three and four around enabling employee Center and Microsoft teams we've got a security item and then obviously product documentation uh is is crucial folks if you get into this and you find issues with it please let us know if you start to find like you're doing the integration and either the documentation isn't working or you get stuck please open up a case not for the if the documentation isn't right try to go through uh you know community and say hey this is this I found this issue but if things aren't working for you please open up a case that really helps us make sure that we can uh you know try to bring the right resources to bear and make sure that your deployment is successful awesome all right well thanks Mark thanks everybody we'll catch you on the next one join us at our next session and uh we'll be in touch bye for now thanks everyone