well good morning good afternoon and good evening everyone my name is Rob Schaefer product management director for field service management and today we're going to talk about contractor management and the contractor experience so we call it improve the contractor experience with field service management this is one of our many live on servicenow webinars I'll be talking in a moment or two about some of the other upcoming events as well with me as always is my great friend vasanth vasant Terrace can you say hello to everyone hi everyone good morning good evening so um vasanth is the senior principal product manager uh he and I work together closely on a lot of the functionality around field service Management in particular contractor management basant is uh I call him the Godfather of contractor management at servicenow and I'm always happy to be able to share some screen time with him um for today we will be showing what's available in out of the box functionality but we put our Safe Harbor uh notice up here just in case we um do talk about anything that's forward-looking uh so and if we do those would be beliefs that that uh they're the current beliefs of service now based on the current information that we have they shouldn't be relied on in making any purchasing decisions so we also have this entire live on service now um webinar series and I've presented in a number of them vasant is presented with me my friend Harriet has presented as well um if you uh take a snapshot of this QR code [Music] um or I believe we're going to share this in the uh the notes Here the the Q a comments here you'll be able to click on that link and you'll be able to register to see what's upcoming and decide if any of those make sense for you so we'd love to see you at some of these other uh events as well right so for today we're going to talk about some of the workflows relevant to outsourced work that to work that goes uh to your third-party service organizations your contractors and we'll talk about the experience of the individual contractor agent OR technician we'll review the challenges that they face we'll look at the the more detailed role of the contractor and then we'll go into some scenarios and demonstrations we'll finish up with some calls to action where you can get more information and then we'll go through your q a so let's start with a contractor experience there are different um common workflows that we see when working with the organizations that Outsource work to their contractors first there's a lot of turnover with amongst our contractors and within our contractors so how can we quickly onboard um and vet those contractors and then allow them to in turn onboard their own resources um as they have turnover within their organization and then when work orders come in how can we determine which work should be assigned and how do we assign that work to those contractors do we do it based on simple geography or are there particular skills or product line coverages and how do we determine um the different capacities that those contractors have it may be as simple as hey I can this contractor can do 20 hours worth of work a week or four jobs a week or there might be some current contractual obligations if my company is going to make ourselves available to you um you have to give us at least 50 hours worth of work a week we're going to bill you for a minimum of 50 hours worth of work a week so please get that give us as much work as you can and then how do we support that contractor in the field whether they're connected or disconnected so that we can help them with that offline or that that debrief experience documenting uh the parts the notes uploading um uh attachments and images safety uh compliance and inspection uh checklists right again weather connected or offline and then finally how do we review how do we measure how our contractors are performing are they meeting slas are there where are the the risks and the gaps um what are the customer set surveys in the contractor agent ratings we're receiving uh feedback from our customers thought so when we talk about the role of the contractor right what's important to them or or what's important to us that they get right well first making sure that they have the information that they need and the skills that they need to complete that work the first time to meet those slas and then to be self-sufficient we want to make sure again they have all that information so that they don't have to call back to their manager or their peers or even our organization will of course support them if that's needed but we want to give them the information and they don't want to have to reach out to anyone else either we want to make sure that they can debrief that work whether they're connected or offline and document safety maybe the lockout tag out procedures if it's mechanical equipment maybe there are some other regulatory Beyond OSHA maybe there's some uh Telecom industry regulations or uh Automotive right or Healthcare as well as documenting our own internal procedures so documenting them in an audit friendly audit ready process and then to be able to manage and maintain inventory so that we are constantly up to date on that we're maintaining the Integrity we're identifying any any stock shortages and having uh stock fulfillment rules to update those stock levels where appropriate so that means some of the challenges that we see when an organization outsources at work it's work to contractors is the lack of communication right um I don't um I'm the dispatcher I don't have necessarily a relationship with the um contractor organization or their technicians maybe there's a service manager that does but I'm the dispatcher who's responsible for assigning that work so there's a disconnect between all these different parties the customer the dispatcher um the the manager of that contractor and the actual agent OR technician for that contractor right so there's a degree of separation between each of these parties which causes confusion right and that also means that drives um or results in a lack of control when we toss a work order over the fence to the other to another company right they may not be using our tools or even if they are using our tools we don't have as much control over how they're responding how they're entering they might just put in Baseline notes at the end they might um just be getting away with the bare minimum so they're providing inconsistent documentation they're not conforming to our documentation needs and of course because we want them to do all that work right we want to make sure that they can support all that uh debrief process even Parts even you know knowledge access even those those safety inspections and questionnaires while they're offline so those connectivity issues can't be an issue meaning if they're disconnected they can still keep running doing their work when they get back into a connected area we can automatically sync that data for them so when we focus on engaging contractors and making sure we're achieving the compliance right we want to do that on a single platform and hey lo and behold servicenow is this single platform right that supports the onboarding and definition of contractor capacities how much work they can do in a day week month whatever that time frame is so that we can schedule that work effectively Drive consistent documentation of um the internal and Regulatory processes making sure that the system is technical technologically available um and then supporting surveys from the the customers those customer satisfactions so we're going to go into a demonstration in a few moments I'd like to give an overview um of that and then vasant I'll have you uh step in and take over and share your slides or will you be ready for that in a moment yes Rob thank you all right so I'm going to review some of these scenarios um so we're going to focus on four main personas the first is that internal contractor management uh contractor manager and their role is to onboard to vet and onboard the appropriate contractor organizations that meet their needs boy we have a gap in this geography um or we um we need to supplement our own teams with third parties to handle a particular product line or have a particular skill our um our domain is not Plumbing right so when we need someone um to do the plumbing before we can install something right we want to offload that work to that third party organization to do the plumbing so they decide what the needs are they onboard the event on board those uh the company it's manager or managers and agents and the um the external uh contractor manager as well will be able to onboard their own agents as well but we give them both that role um the internal contractor manager also creates the appropriate groups routing criteria skills capacity levels they approve onboarding requests maybe from um the external company and then they review that overall contractor performance now when work orders come in the dispatcher takes over and the dispatcher then is responsible for managing the schedule of their own internal resources to meet customer slas but to determine when and where work needs to be signed assigned to external resources to those contractors and to also be able to recognize when we are um at risk of not meeting a contractor's capacity levels so if we're supposed to give them 12 jobs a day and we've only given them two right we want to make sure that we're balancing that or we're meeting those capacities where appropriate now let's cross the line the dividing line is over to the right so the the the two personas on the right work for the contractor company so the external contractor manager works for that plumbing company and they manage their technicians they onboard their technicians um uh because they've got turnover within their organization they receive tasks that's that have been assigned to their company from that dispatcher and then they in turn assign that task to their own team members and then they review that task compliance internally for the work that I've assigned to my team you know who's work in progress who's traveling who's completed work who's not accepted jobs so that I can find out what I need to do what actions I need to take to make sure we're meeting the slas and we're going to get paid um as planned and finally the last part Downstream is the external contractor manager assigns work to an external contractor technician they get work assigned to them they manage those assigned tasks they manage any inventory that's been assigned to them uh they Source Parts they they request Parts uh if they find a need and then they do brief that work to meet those slas so those are the four um scenarios or personas that I'm going to ask the South to start sharing you can just take over from me and uh and run from there all right thanks Rob will be able to see my screen yes awesome um thanks for setting the context so the first demo what we will um visualize is the internal contractor manager responsibilities so um Team David is an internal contractor manager so he's responsible for the field service operations uh handling the vendors and contractors so Tim David can onboard a new contractor organization and then Define the criteria how these contractors needs to be selected it could be based upon the product and services they are offering or based on their skills and these contractor companies um larger contractor companies can have multiple divisions and if the contractor companies agrees to provide both say for example electrical and plumbing activities then there could be two different departments and team David would have the capability to organize these groups so that when our work orders and work for the tasks come they can be routed to the right group within the contractor companies and Tim David can also set up the the capacity rules as an agreement between the company and the contractor saying that how many how much tasks or what is the amount of work they can do for a single OEM right and Tim also has a capability to Define say for example if the issue is related to pumps then route these tasks to the contractor companies because we don't have enough skilled internally employees so all these are the capabilities which internal contractor manager for the fuel service organization can do so let me show you how this can be done in the system so I have logged in as uh Tim David I'm the internal contractor manager so let me show how Tim David would be able to onboard contractor companies providing field service operations so Tim David can see as a list of contractors currently registered verified authorized to perform job on behalf of the company but in case if there is a new contractor which needs to be onboarded this is a field service type of company and turn our pumps and mortar so this is the company which is trying to provide a service and since Tim David is responsible for this contractor companies by default team is given the option and let's say they are also from San Francisco and this different states so once we say this this is the basic contractor company information we can add more details like their phone numbers straight details everything but once the company record is being created Tim has an option to onboard the manager who is going to represent uh Turner pumps and motors so um Tim can onboard the manager and provide a role and an email and once the manager is onboarded automatically since we have onboarded Roshan as the manager automatically what will happen is Russian will be given the external contractor manager role behind the scenes so now the company is on companies created the contractor company is created and there is a manager which is already onboarded so the manager can also be an agent so the number of Agents representing the company is updated and um as we saw that Tim David is responsible for this company um we can also have additional internal contractor managers so in case if there is a replacement needed for them when he is away so we can add additional managers but um so far what you have seen is that uh Kim onboarding a company and um adding onboarding a manager who is going to represent the contractor company so now let's go to the next step of um how how this company is being represented for routing the field service jobs so let's create a group which will be the representation for um for this company tuner pumps and motors so once we create a group automatically this group is um is handled by Roshan who is the external contractor manager so this information is automatically populated so once we save this record which is going to be the entity which is going to be used for routing the work order and work order tasks so now the group is being created and Tim can add skills required skills so let's say for example Tim adds [Music] so these are into pumps and rotors so you can add this skill set to this particular company and locations covered so contractors probably are onboarded because they have certain skill set and also they may be covering certain area right so let's say that since this company is representing from the San Francisco area so they are ready to cover the San Francisco area so we can add the location code San Francisco so all the locations under San Francisco when work orders tasks are coming um with this particular skill set and from a customer from the San Francisco region and he can also additionally say that dinner pumps and motors is covering certain product models so let's say for example they are into the pumps so we can say that they are into the one specific pump product model you can add the product model also so the this whole setup represents that tuner pumps and motors Whenever there is a job coming from San Francisco area and requires this particular skill set for this particular product model the system will be able to Route the task to uh Totino pumps and motors like tuner pumps and motors there could be multiple contractor companies and uh depending upon the volume of incoming work and the capacity which tuner pumps and motors and other contractor companies are agreeing uh with the oems the tasks will be routed so now let's see that after this company is onboarded trainer pumps may say that okay um we can we work for multiple companies but for your company we can provide um 10 hours of work on a daily basis right so what uh Tim can do is that Tim can go to the capacity definitions so this is where um Tim can Define the capacity of you know pumps and Motor Company so you can create a new definition saying that so this definition is for uh tuner pumps and they can say that okay um we can give a capacity of 10 hours on a daily basis and this can be assigned to the group which is representing tuner pumps and motors so once this capacity definition is being created we can assign this definition to the group which you have just created right so this group is nothing but representing the contractor company unless this is really important because think of uh when covid was much more prevalent and hey my team can support 100 worth of work week well suddenly half their team is out with covet so we would need to create a new capacity definition for maybe the next 10 days while they're all being quarantined right yep yeah exactly so let's say for example there is a 10-day um capacity which is being promised um and then after probably 10 days this there is a review to change the capacity um they can change it or even as Rob mentioned that in case if we need to override we can do also override on a particular day say for example if you open this capacity assignments and within this 22nd and 31st of August if you want to change the capacity from 10 hours to 5 hours because we are running the contractor is running short of resources or they have more resources onboarded they can supply more work all those things can be done as an override within the days or we can directly change the capacity definition also so now what we saw is like uh Tim creating a company creating the rules how the tasks creating a group which represents the company and also defining what kind of capacities can be provided by tuner pumps and motors right and in addition to that what um Tim can also do is that they can create some metadata information saying like um if if the work type is um related to pumps then we want to assign this work to contractor companies because as a company we know that we don't have enough skilled resources to do this kind of activities so Tim can create new work type so let's say for example if the work type is related GE comes and Motors this is the work type break fix work this can be always routed to the external group so the external group is nothing but the list of contractors who are eligible to take jobs when the work type matches to this particular value and based on the skill sets and the locations covered the task will be routed to them okay so so far I'm just summarizing what we saw in the demo Tim David onboarded a new contractor organization uh defined the criteria which can be used to Route the task um to the contractor company created a group Define some routing criteria like the skills location and the product models and also Define how much work as a contractor company they can provide and also team created a work type which will represent that this task can be done by the contractor companies okay so now let's move on to the next Persona so Tim has done all the job of onboarding these contractor companies and there is a field service uh dispatching team right so Lisa Ray is our dispatcher um So Lisa Ray manages the incoming Works she manages both the internal and external so external is the contractor companies So Lisa Ray can review the tasks and in case if the tasks need to go to an external the system can automatically assign but in case um the system um puts on a hold because this task can be manually assigned by the contractor by the dispatcher lizard I can do that and then lisaican can also review how these capacities are being shared by the contractor companies so everything is visually available for lizare to make some informed decisions while she is trying to do her day-to-day routine work let's see how lizare manages it let me now switch as this array the dispatcher so this this is the dispatcher console where Lisa can manage all the internal technicians who are on roles of the company and also she can see that there are some contractor companies right um these are some of the companies which have already been onboarded and these are also shown on the dispatcher workspace and what we can also see is that the capacity of each and every contractor say for example uh Acme Motors as of today they have been booked 70 percentage and there they have been defined as a per day capacity of five hours whereas Bay electrical they have committed to 50 tasks per month whereas Donner has committed um 40 hours per week likewise there are various capacities which have been promised by various contractors who are working for this company and Lisa Ray is responsible for all these contractor companies because Lisa manages a certain set of dispatch group and under which these contractor companies are eligible so this array not only sees this information to make some decisions she can also see the tasks which are being assigned to this contractor companies so now this removes the disconnect kind of a um experience between the contractors and the oems right so as and when the tasks are being assigned worked upon there's a real-time connectivity and information passed from the contractor companies to the OEM So Lisa Ray never loses site of what activities and what is the status of the jobs which are going on so she has a summarized View and updated information about the tasks which are being assigned to the contractors so even if a customer calls the company and asks what is the state of the work order task So Lisa Ray will be able to exactly tell what is the state when it is going to be done what is the progress all information is available for laser 82 take the decision right right so now let's take an example that there is um there is a work order task which is um which is yet to be assigned and if you can see that this task has to be done today and it is supposed to be done at 11 am so generally this task can be assigned to internal people um but Lisa race is that most of the technicians are busy occupied and there is very less room to assign the task um at the specified time of this work but she knows that there are few contractors who can do this job so what Lisa can do is that Lisa can drag this job directly drop it um in the in the Acme um contractors Lane itself so this says that okay what Lisa is now doing is that assigning this work order task directly to a contractor company um she can either do it by drag and drop or she can open this uh work order task and she can update in the record page also so there are multiple options in which he can do let's try to do this from the drag and drop experience so once we drag and drop this task but this task will get disappeared and we can see that automatically the capacity utilized for Acme Motors got increased from 70 percentage to 90 percentage so previously they were booked for 3.5 hours now they have been booked for 4.5 hours so now this gives a clear picture to uh to Lisa how the contractors are currently managed right she gets this entire visibility it's not only on a day view Lisa will also be able to see the information on a weekly view or any view right so if she switches to a weekly view she can see that okay on different days in a week how these contractors are being booked so this also gives Lisa an option to take more informed decisions and also keeps her constantly updated about what what is being done by these contractor companies so there is no communication loss there is no data information loss everything is being visible transparent to the or to the OEM companies um where Lisa reworks and also to the contractor companies right so so far what we um saw is that um how Lisa was able to review the assignments review the capacity levels and how she can assign the job to contractor companies and also review the various capacities across the contractor companies right so now um after this job has been assigned to a contractor company so now Judy Smith who is representing the Acme Motors Company has received a job right so she will be able to review the task which has been assigned um though the company Acme Motors has said that they can take five hours even still Judy Smith will be able to review accept or reject the task because she may feel that the technicians who are actually doing the job may take more time so she has an option to review and accept or reject the task and then or if she wants to accept she can accept and is in the job to one of the technicians who wants to actually do the job and also she can review the tasks which are being currently performed by the team she manages so let's see this experience um in the mobile so I have logged in as Judy Smith so Judy Smith is the um external contractor manager and what Judy Smith can also see is that uh who are all the team members what are all the groups he is managing so she is representing the motors Division and within the motors division she has uh Luke Wright and Karma working um as technicians so she can assign jobs to them so even if Judy Smith is on the field she can also perform these jobs right so this is the list of team members which Judy manages and the incoming work so Judy Smith can see all the list of Works which have been assigned to the team and she can review them she can reassign the tasks um Let Us open one of the tasks which have been assigned to her let me open the task so this was the task which we assigned um noise from pump which was assigned by Lisa Ray to Judy Smith so Judy can review okay where this task needs to be done what is the estimated duration and she can see that okay this job can be done let me go ahead and accept this task but um she she may not be able to do the job but what she can do is that she can reassign this job to one of the technicians So within the same your mobile user interface what Duty can do is that she can open the action um and say she can say that okay let me reassign this draw to one of my technicians so she can pull up the technician list and say that okay let me assign this job to Luke and now the job is reassigned to Luke awesome so now what we saw is that uh Judy reviewing the task and um accepting the task and reassigning the job to one of the technicians who would actually perform this job similarly uh what um Judy can also do is that she can go into the list of tasks which her team manages you can see that okay these are the list of tasks if you are in acceptor if you are in work in progress and who is working on what task all this information is available uh to Judy it's not only to Judy uh even the contractor whatever updates have been done by the technician is also directly usable to Lisa so this is a great connected experience between different stakeholders who are working on this issue and since we are using the mobile application um these activities can be done offline and later once the technicians have their connectivity they can sync back this data back into the system well so let's take a look at what happens when we get to offline right so here we've got the contractor debrief and from that perspective Luke Wright is that external contractor agent that you just saw get assigned that new job so Luke is going to log into their mobile app you can receive a notification hey you or assign this new job this this noise from pump issue um you can he can review his workload in his inventory he can review his assigned work and accept or reject it as well if it rejects it goes back to Judy right um are am I sharing the right screen yeah okay that's good I'm seeing a different screen here you can see the contractor debrief demonstration yes okay good I was seeing something else online all right and then um uh Luke would go in and actually debrief that work they would um review the job uh review the directions start that work document that debrief the safety inspections the lockout tag out record Parts consumption time and expenses complete that work and maybe even get a customer signature and then at the end maybe they complete that job early and since they're available they want to review if there's anything that they can do since they've got maybe an extra hour hour and a half free so let's take a look at that experience I'm going to uh log into my mobile app and share my screen and I'm looking at my mobile app we'll move that off to the side and here in the mobile app as Luke Wright I might get a notification that pops up on my screen or I could just review any of the notifications about the noise from pump that was assigned to me right I could look at all of my work I could review my inventory the inventory shows what I have in my personal stock trunk that is in a good working available state or defective stock as well and I can take that defective stock maybe I have a couple bad DC inverters and I could add them to a drop off list to return to an inventory location at the same time that I review that drop off list I made similarly to that drop off list I may have a pickup list of parts that um I need to pick up for upcoming work and then I can also review the knowledge base that will give me information I can you know search across it I can review on you know different types of um uh knowledge articles videos Etc out there but let's work on this work noise from pump the first thing I'm going to do is review it review any type of details that are available for it if there are any notes in the activity stream I could click on the location field to launch native app native navigation tools like Apple Maps or Waze or Google Maps once I've reviewed all this I might say I'm ready so I'm going to accept this job and I can start travel that will notify the dispatcher based on color coding on the dispatcher workspace that that I have indeed accepted that job that I've started travel and then I can start work now I start work again the dispatcher has instant visibility instant visibility to that as well so as I'm reviewing this I might want to look at some of those details maybe I think I'm ready to start consuming Parts but maybe I want to browse that knowledge base first and in browsing the knowledge base it's going to serve up it's going to locate the most relevant knowledge articles based on the type of work it's a noise from pump so there's General pump servicing there's the pump recalibration and I could drill into that take a look at the details on that and see if it makes sense and I can mark it as useful and helpful I can post comments on it Etc so that was useful to me and it gives me a good idea what I want to do um one of the instructions um may have been to launch that questionnaire that safety uh checklist for my different types of repair work maybe it's performing that lockout tag out and here it's asking me did I seal the pump what's my initial pump reading 452 PSI once the closed pump reading 588 and any additional comments so I can submit that I can complete that questionnaire and these are all highly configurable as well now at the same time I may want to take a photo of maybe the the pump that obviously isn't a pump but I'm going to upload that image to show hey here's what it looked like before here's what it looked like afterwards I can put in notes as well now I'm ready to consume parts so there were no part requirements but I want to either remove a part or simply consume a part and here it's displaying the inventory that I have in stock so I'm going to use a cat 6 cable which may not make sense on a pump but go with it for my demonstration and I will also use a controller card Network and I'll use one of those as well so I've consumed multiple parts so now it's showing me here here are the parts that were consumed again I could remove a part if applicable here are the parts that are available to be removed I can record other details like incidentals or expenses I could record my labor so I could perform any of those details but now I'm I've completed this debrief to the best of my ability I want to document replace Cat6 unit is working properly I can create a follow-up task and now I submit that once I submit it now it's ready for me to capture a signature from that customer but I first want to show them a preview of everything that was done here was the work order here's the asset number here's the description here's who I am here's the assets I can see all the details on that as well so the Cat6 and the network card and I hand this off to the customer and he can ex he or she can accept and confirm and I can submit that once that's done I can go to the activity stream and see that PDF of that work that was actually completed including that signature this will be sent directly to that customer as well so now I've completed that work and maybe I want to look and see what else is available and maybe I want to take a job that's available and assign it to myself so I could select a job and click assign to me and take that workload from anyone else so that was the process of the contractor technician performing that debrief viewing their inventory viewing the work order accepting it starting that work leveraging the knowledge base documenting that safety information all that powerful debrief information again weather connected or offline even getting a customer signature um the final scenario and I know we're uh I want to leave a little time for Q a is the analysis demonstration we want to review our contractor's performance so we're going to go back to Tim David that's who vasanth was uh looking at earlier when he onboarded the the contractors right so Tim is that internal contractor manager Tim's going to look at the overall contractor performance he's going to look at individual company performance as well not just across all the contractors and then maybe Elevate their skills and assignment criteria based on other details so let's take a look at that experience so here I have visibility and I can look at the the jobs are 43 that were assigned 18 accepted 25 close complete I think that should say 26 now because we just closed yeah 26 are now close Complete because you just saw Luke um complete that job so across all of my contractors over the last 30 days here's all the work that's been assigned we can see the number of break fix Jobs versus installs versus preventive maintenance or planned maintenance type work we can see the jobs that were non-compliant and I could drill in to those to see those non-compliant records um and uh we could go back to my dashboard we could see where the SLA breaches are occurring there are three SLA breaches you can look at all the close complete tasks the number of agents in the universe that I support across all my contractors um the number of times jobs have been rejected and needed to go back through the process to be reassigned and then our average agent rating so I might want to look at an individual like Acme Motors and here we can see oh they have a little bit higher rating than the average right and I can see the work that they've completed um and their breaches and non-compliant appointments Etc and where their workload is so I could look at all of that and I might actually even want to say well let's look at maybe the jobs that they've uh closed right and I could drill into those jobs and I could say you know I want to perform a little bit and ideally I'd have a lot more data here I want to view a report or an an interactive analysis of that data so here I'm looking at the types of work versus who the jobs have been assigned to maybe I want to look at it instead by status and by the work type at this in this case so there are different ways that you can view it and based on the fields that you've exposed here maybe I put the product model number maybe I put the territory maybe I put other parameters that also dictates what information I'm going to be able to render my interactive analysis charts based on right I can further filter it and everything else so if we go back to our contractor dashboard then I can look at any of my other contractors as well here's Bay uh we might look at tuner Pump and Gas you're not going to see a lot of data here and you can imagine why we just saw the South create that so as I look through all these I can I can see the individual performance these guys have a great average agent rating but they're not doing a whole big ton of work so again I can look at all of this and based on how I analyze this data Maybe I want to upskill some of um the contractor company's skills maybe my friends at Acme I want to give another skill to based on some of the work and the performance levels they've achieved so it gives me great visibility into that overall performance and and the actions that we might want to take on it so those are scenarios I want to review today we talked about the contractor workflows and their experience the different challenges um the lack of control the poor communication between the companies uh what happens when they're disconnected Etc and then we went through the different scenarios of onboarding resources and their uh their teams so onboarding the companies and their their resources scheduling work based on contractors and their capacities debriefing work in the field and then analyzing the performance of contractors so to work with all this if if this was powerful meaningful to you and as an organization you're ready within your servicenow instance to uh to take the leap and start taking advantage of some of the uh capabilities with contractor management there are some plugins that are available for you that um will help you initiate those processes there's great system documentation here as well in fact if we click on the link um here we'll see the details there's great information that will walk you through I always try to play up our uh uh our our powerful documentation Tools around managing contractors and any of the workflows contractor dashboard contractor management right so here we can look at all of the details around that as well and of course we'd like you to try these steps go back um we'll share these slides with you and you can walk through those steps yourself to help um you know understand how that system works how easy it is to to manage those contractor workflows and scenarios so again here's our contractor documentation our documentation overall there's a link here we're going to go to q a in a moment I just want to remind you we've shared the link to the interactive Series so you can see other upcoming events we also have a YouTube FSM field service management specific playlist um this recording will also even be on here here's a previous one improving technician productivity so some of these are you know much longer 50 minutes but some of them are a minute to three minutes long on contractor capacity planning or equipment scheduling right so that there's a lot of great information and detail all right so I want to thank you for all of your questions for you participating again there are an upcoming webinar series for field service in September we've got what's new in the Vancouver release the Vancouver releases going live in just a few short weeks it's already available in early availability to our customers but it is going live to be generally available in September and so at the end of September the 22nd I believe is when we have that what's new seminar webinar and I'm I'm hoping you can all join us as well and tell your friends so I want to thank you all for your time um please you know join in on any of the other uh sessions in live on servicenow and have a great rest of your day thank you all