questions okay I think we are good to start thanks once again welcome everyone good morning good afternoon thanks for joining this uh live now webinar session on better utilize the service now with Microsoft teams integration okay we'll start this session now I hope you can see my desktop um in case if you if you are facing difficulties then please type your issue in the chat box so I'm assuming you can see the Stop and hear me loudly clear of course you can see me as well a quick reminder on the Safe Harbor notice so in case if I'm using uh any forward looking statement that should not make your buying decisions and features um so similar to this session today if you want to join us a series of live now sessions then you can scan this QR code or my colleague poster Link in the chat box you can sign up for those similar feature webinars on various different topics in itsm world pretty quick housekeeping so we are going to record this session um at the uh maybe in post this session once we complete the session uh in a few days post that you will have a recordings available in the community page uh you will have this presentation as well um during this session you will have opportunity to ask questions you can utilize a chat box you can type your question there or you can use a q a section in Zoom to ask you a question um after this session you will have a short survey uh I would encourage you to fill the survey give us the feedback so that we can keep improving with our future webinars good a little bit about me so um I'm based out of Bangalore service now office um part of product success management team here I have a colleague with me Alex from me and Alex we really taking care a lot of product success management activities uh Alex is based on Sydney um and we are really driving thus making sure that you know customers getting uh success or value from our ideas and products I'm gonna launch a quick poll just before that starting session we want to know the feedback uh what where are we standing on the service now Microsoft team Journey so please give us feedback in the poll I hope you can see the poll now so this is about just knowing your knowledge or your uh information about team syndication with Mac with servicenow and just give a few more seconds I know a couple of folks not responded yet so okay we are almost there I think seven five six people is still not responded good okay I'm gonna end pull now so if I share the results seems like a lot of folks they are still gathering information and couple of a couple of folks we have they are already using uh integration in the production environment that's really good to know okay let me move on position thanks for your feedback so uh why we thought that we need um integration with servicenow and Microsoft teams nowadays organizations they want a better solutions they want their employee experiences to be good to Next Level to be more uh efficient not only efficiency in terms of the end user efficiency in terms of how our teams or agents they are tackle tackle the problem how they are solving the issues how efficiently they are solution giving the solution right so this is what the mission critical uh statement is behind this indication opportunity so uh during the covet or even apply covered you you might have noticed couple of common issues or common challenges um since we have so many different tubes you know a couple of times it's very stressful for employees to figure out which tool is the right one um you know whether at what time I need to go into service now uh at what time I need to go to uh you know a different communication method or challenge channels we have uh it drives a lot of inefficiencies in the inefficiency in the system a lot of time you know misinformation or uh misguide then misguided information so uh to deal with all those common challenges uh this is why service now partnered with Microsoft um so in to you know improve the efficiency um for both end users as well as the agents or the for the folks who are solving problems and the intention behind it servicenow is really a very good in terms of workflow in terms of you know making you say that we have a right processes efficient process followed within operation in the in the same time Microsoft teams really are quite popular methods to collaborate and communicate so so that is what the you know reason behind this partnership to making sure their service now is available within teams to have a better utilization of experiences um so what what brings this uh of course happier employees because they need to really struggle to you know use different tools they can simply come back to them as teams they are most you know uh popular or their favorite tools and they can start using uh servicenow offerings within that tool so it increases the productivity uh you know it gives the right opportunity for Optimum collaboration uh within ecosystem um so for agents of course it is a one step above um it really this indication really helped them to deflect the incidence or deflect the issues um you know by just giving giving us self-help kind of option for the end users they can really um you know interact with Ms teams they can interact with servicenow YMS teams and they can solve their lot of problems by themselves so it can deflect incidents um it you know this indication will help agent to resolve the cases faster because it gives a lot of option to collaborate a lot of automation is there it can of course bring internal external stakeholders together at one platform for the integration for you know discussions for quick information sharing all those sort of things so this is how agent speed and efficiency can be increased um if you see the different personas of course employees are happy because uh you know they can request and services at one interface and of course they have opportunity to interact with agents uh using Microsoft teams their favorite uh Channel Tool uh agents they can really uh help they can utilize this indication to resolve the tech and diagnose the ticket faster they can reach out to employees and their internal experts quickly service owners are happy because they can really um you know resolve many outages by using inbuilt options like MIM major Incident Management all those organ so they can really Empower their processes CIU is happy because the rest of the folks they are they are using the right collaboration um and you know this is what something it's boosting their strategical investment you know values with this uh these are the couple of options to scale um scale the service offerings with the MS team so we'll touch base all these things if you see we have employee Center incident notification and lot of external notifications available we can create incidents using VA in Ms teams live agent transfer as well as module of major Incident Management so we'll touch base all these options uh before I move on further uh just to remind you in case if you have a question comment please utilize the chat chat option you can type your question comment over there uh also you can utilize q a section in case if you want to use so with this as I mentioned right in today's session our focus is to how we can make our agents more uh efficient and uh you know um in terms of using servicenow capabilities within teams uh so those are the couple of topics we'll touch base in today's session uh we will go through a couple of uh as well so we'll touch base employee Center virtual agent uh sow service operation workspace how we can utilize major instrument Management in teams agent to employee chat so all those sort of things we touch base quickly move on to the topic so first thing which I want to talk about the employee Center so if couple of you are already available uh you know this kind of for one one portal where employees they can come they can utilize you know various different communication options there and this is one of the important offering from service now product so it's kind of an employee portal popularly known as um and this is something is available within Ms teams or Microsoft teams um so what what we can do by using uh employee uh you know Center is we can have a debt you know a targeted employee communication so uh all those communication can be happened directly to the Microsoft teams so if you can see here we have announcement here this kind of announcement can be seen in the uh in a Microsoft teams um you know a lot of different campaigns that that sometimes organization runs so all those things can be uh utilized in Microsoft teams uh things right so if you can quickly show you my own instance so you can see this kind of targeted Communications can be happen right so maybe awareness things can be directly in here or you can utilize the employee Center here we are calling your Hub but you can you can write yourself so anyway so these are the things available by utilizing employee Center within Microsoft teams I will show you in few minutes how it looks like uh of course if you are aware about the service offerings then virtual agent is one of the strong pillar over there um you can have uh your all the all the conversations uh within Microsoft teams so you know end user or employee don't need to juggle uh to look into the virtual agent available with the service now they can really utilize the virtual they can utilize the VA compositions within Microsoft teams right so how they can utilize they can utilize this VA conversion for getting the information or raising issues they can make requests within Microsoft teams they can you know transfer complex issues to the agent or they can have a live agent interaction as well um and this is what the live agent I was talking so um you know we have option to interact with live agent by using Microsoft teams uh you know employee don't need to go to someone somewhere else uh they can have a full Insight so the chat history agent can really um you know record the uh what is the interaction happen with the end user uh as a record for feature uses so all those conversations can be um you know downloaded it can share with other team members for our record purposes so that we have a record you know uh what level agent interacted with the user um we can have a quick response options for agent right so it's really a good option for agent as well to utilize those options in Microsoft AIDS if I go further we have a dedicated option for service operations workspace we are really it gives a lot of option for agent to utilize the power of Microsoft teams their you know agent they can they can have a conference call directly with the end user or within their team they can really manage their Ms team conference call even they can really participant or add the participant from here as well so so for Asian you know they have a one one page where they can have a lot of Ms team integration features available whether it's a conflict making conference call or making a teams chat all those things that's available here right so we'll touch base on this while we go for demo um so before I start my first demo is any question comments okay let's take a pause in case if you want to ask question okay no worries so I will quickly show you how it looks like um I hope you can see mine instance okay so this is this is how it looks like so first of all I am using the web version of extra teams and you can have a same experience in your desktop app as well I'm not I'm not showing you my desktop because it will mess up my own day-to-day activities so I will I will show you the demo in web version itself but not major difference you can utilize you can have same experience in desktop version as well as the mobile version of Microsoft teams so if you can see here uh we have a service now servicenow you know icon here and you can see this is what the interface looked like uh you have this chat section where you can really have a conversations uh you know with the servicenow uh posture designed within Microsoft teams um also you can utilize the employee Center so which I was talking earlier right so employees they don't need to you know go to somewhere else they can utilize the employee Center they can have all the employee Center features available here so employee centers is kind of a employee portal so we have option to uh integrate servicenow employee Center as well as if you are not using employee Center form servicenow then you can integrate your own employee portal within this integration right so if you can see I have a lot of different options here so it's kind of a as like as I'm interacting in servicenow instead instance right so you can have all the features available here if you see if I go back to the chat option here we have this this part and if you see the service or logo those things are completely configurable so you can have your own rebranding you have you can you know rename the the board you can put your own logo company information over there so all these are things are completely configurable uh you can have so if I just quickly show you what are the capabilities we have it really gives the entire capability of virtual agent uh you know so that end user can integrate and interact with a virtual agent uh by using Microsoft teams if I just say hi as an end user then it will give me lot of conversation options hmm yes of course you can always configure you can change as per your need if I see it gives me a lot of option to to you know start interaction so I do have a lot of inbuilt conversations within my virtual agent in service now and I can see all those options here whether it's creating issue or creating incident or checking the uh you know order or you know ordering something if you have to order laptop or anything any hardware thing you can order from here itself so if so yeah so you can utilize all those conversations within Microsoft teams you don't need to go back to the virtual agent chatbot right so if I quickly select one issue um say I'm experiencing issue with email and you know it's pretty much simple like a like a VA conversation just push your input and and wait for the response from chat so now this is asking me what kind of sure I'm facing um of course I'm not able to receive my email so see see the responses from what so these are the couple of suggestions for assisting me but sorry I'm following up these sessions not not really helping my not helping on the issues so I'm gonna uh say no no these are not working then you know bot will give me a various different documentation uh so basically idea here is to deflect the incident to avoid any kind of incident creation and user they can you know go through these documents and they can self-help for certain issues so we can reduce the reflection of the incident um if I'm fine otherwise it can keep showing me the other document otherwise I'm all set and he's going to ask me hey uh does this resolve a issue sorry no I'm still facing issue with an email yes I want to open a ticket right so user can really create a ticket directly from a Microsoft teams yep see this is what it is created you can go to that incident and check the status so this is what's you know one of the capability we have um what else if I go if I go to agent side and if I quickly see the incident you should have incident here so I've logged into my service now instance I want to see if that incident is a yes this is where it is yeah so if I just quickly open the incident right so yeah this is what the incident is um and if you can see here I have various different options within this incident you can you can start the Microsoft teams chat so as an agent I can start the chat with the end user just in case if I want to know more about the issue um you know so all those sort of things can be done here you know what we have something called actionable uh notification or that's something we can utilize we do have this option in Microsoft teams as well so if I go back to my teams uh so something like if I order any mobile then it will go through certain approvals right so all those so what servicenow can do service now create couple of actionable notifications so that those approvals can be automated with the help of Microsoft teams um approver will receive a notification say there is a something order please approve they can approve within Microsoft team itself they don't need to Google or as end user say I want to add some information with this incident then I can utilize say uh this is this is very summary short description I want to add more information with SDK then I can utilize something called say check ID status so I can see the status of my incident yep I want to see the incident so the one which I created just now and Skip four and it can give me option to you know uh uh update comments uh all those things so find update comments and I cannot update my comment here right I'm facing issue with in box not receiving email right so you know how easy it is for end user they don't need to really go back to the servicenow portal to have all those kind of things awesome good um so I want to touch base on the major Incident Management so if you're not familiar with the MIM option within service now this is uh this is where uh you know um users they can raise a major incident and MIM they can promote any incident to the major incident where we have a lot of disruption right so so major incident is one of the area where agent can utilize Microsoft team syndication in a various different ways um they can initiate the team conference calls uh within their team so that they can communicate well within internal teams to fix the major incident as quickly as possible they can have an improved visibility as well as transparency so all the communications gets recorded within service now incident case they can utilize the team notification to all the stakeholders so if they have you know 10 stakeholders they are interested to know the major incident is happening right now as well as the status then you know we can utilize the notification option as well um with MIM before I show you the demo quick thing on the conversation analytics dashboard so we do have one dashboard where you can uh track the performance of Ms teams integration I will show you how this dashboard looks like but it is very useful to see the insights like which are the conversations ended by user which are the conversations centered by VA which are the conversations uh ended by just uh there was no activity from the user so all those sort of things you can utilize to track the performance of your Microsoft teams VA uh there is an option for web hook so there was a question that you know what are the different options we can utilize Ms teams integration so there are a lot of options you can utilize uh uh you know graph API spokes as well um so I'll I'll show you how you can utilize but if you see we have various different option servers you can utilize the uh you can utilize the flow designer to automate so many different themes uh things you can have a Ms teams management you can you know automatically you can add members into channels you can create different channels within teams automatically you can add members delete members you can add Channel remove channel so there are a lot of options available that you can utilize we will see what are the options available by using their book with this I want to show you the major Incident Management so while Alex was answering questions I was able to quickly create one major incident and if you can see this is what the major incident is uh entire print all the printers they're not working seems like so uh as a major incident manager I want to solve this issue as soon as possible right so what are the options I have I do have options here to utilize the team team chat so I can initiate team chat directly from this page it's a normal incident page or you can make a conference call from here right so I don't want to show you these options here what I want to show you is the workbench so we have something called workbench um so you can utilize this workbench option so since this major incident is going on right now I want to do three things one is I want to be very sure on the communication part I want to make sure that I have all the relevant team members they are aware about this incident and so that they can start you know they're contributing to how to fix the issues so we have something called uh communicate tab here and this is where you can utilize the the notification system right within Microsoft teams so if I want to notify different people in the organization then I can create this notification so I can really Target the mass audience I I can keep them aware that there is a major incident reported and this notification directly lend to the Microsoft teams right so if I just quickly show you I want to make this communication plan my um maybe that issue cost so I can utilize these channels but as of now I'm gonna utilize Max of T notification option and you can see I can add more users or the stakeholders to whom I want to send the notification so as of now I'm going I want to send this communication to Hannah Walker he's the one who initiated this major incident um and I can asset this responsibility as well as I want to add our agent bath right I want how to be aware about this incident um and if I can say save then this is going to create a option here so you can compose those notifications right how I can compose click on compose hey there is on MIM is going on please make yourself right so this is what an apologies for my typos if I send this notification then surprisingly what you will see that it's uh notification here see print ratio and you can see the message here so Hana got the message um right similarly if I show you this card here yeah I know SLS we should have and we're gonna ask um can you do a communication to a mass communication so yes yes this is what the mass communication is correct okay I mean you only added one person in that demo right but basically you can have you can earn multiple people of course you can have communication lists yeah uh communication plans and you can send out to audience in the communication plan that's part of the major Incident Management capability yeah absolutely how will the MS teams integration impact now mobile um so they don't I mean they don't really impact you can have both so um you can have one you can have both it's kind of up to you some people might prefer just to use them some people might prefer to use now mobile um now mobile yeah it it I I don't think it's one or the other you've got both two if we use those in our channel in the mobile and as teams new service now channel 11's team so the mobile version just be displayed on the browser version oh okay say it again if we use service now in the mobile MS teams build the mobile version be displayed or the browser version it it will work as a app so it is kind of fun so what what is happening here the servicenow agent app is going to collaborate with the entire ecosystem of Microsoft teams so it will interact as like a facility not a not as a browser okay good uh can I just demo this one as well the team's collaboration as well next go for it okay so uh so now we see the notification right Mouse notification now I as in uh MIM or manager I want to set up a quick call with my internal teams so that you know all those team members can help me to fix this issue as soon as possible or as fast as possible right so I can utilize this option for collaboration I can see sort description say this is what so I can do two things here I can initiate the group chat um right as well as I can share the conference call right so both options are available if you initiate the group chat then it is going to land in my Ms teams here something like this right so um all those team members they can join the chat and they can start interacting uh over the max of teams I'm gonna show you the conference option so I want to make a conference call with all my team members to fix the issue um I don't know if I can make it the system admin is so is part of this yeah so I want these guys to be available in the conference call say add um and Annie can initiate this call I can select who all are to be there in the cold self uh team meeting on Mim start and you will see uh you will have a Microsoft teams call so yes I can see call already initiated for these three guys yeah I got the call as Hana so I can accept this call yeah I'm gonna keep myself muted okay as well as I got as admin I got a call here as well so I'm gonna join this girl as well right so so you can see my other team members they can join from Ms teens right they don't need to be uh they are available on any other platform they can utilize their own uh MX of teams option so you can see this call is there and you notice this uh meeting board so what is the role of this meeting board this meeting board will really keep eyes on the activities in during this conference call for example who all are join who all are declined who all are on mute doing this conference call and Supply this information back to this page here so you can see on his own mute um this guy Beth is not at all available it's an active participant um as an manager I can end this call for sure so all this all this information is available here right um see I can join the call here um as well as if I want to end the call then I can end the call here right so this is a very good way to work on Mims I'm gonna end the call and what we'll do it will kick off me from here also I can leave uh Hana can also leave right yes this and this conference call yeah and what you can see here um if you go to view form and you can see all this information available here otherwise so I want to show you option where you can access the recordings as well [Music] communicate you can go to collaborate go here you can see the form uh you can see this communication Channel vertical is conference you can see the calls exactly so you can see the recordings here so all those sort of things are available agent can really utilize our amazing manager can utilize these options here I want to quickly touch base on one more important thing which is uh flow designer um so if you recall channels right in teams we have channels so we can create this kind of a channel or we can automate this so whenever we have any major incident promoted uh then this information can be post ultimately on this channel right so as a as one of the employee I can really or part of agent team I can really keep my eyes what are the major incidents uh available right now is there any new major incident so I can really start collaborating that so we can utilize this automation as well how we can utilize we can utilize something called spokes if you aware about the blue designer so you can utilize the power of Microsoft teams integration you'll have so many different options I'll just show you how you can better integrate with the the MS teams API as well right let's quickly search here say teams give me the so I already created one flow this one so what this flow is doing basically whenever any incident promoted as a major incident it will send out uh one uh notification in the major incident channel right so if we see these are these are the trigger point so let it load and these are the actions if I go to action part um you know you can see what are the actions available here we have so many spokes available something can be utilized for doing different automation activities I just choose one to automate the major incident you can have various different options so you can add on the Fly you can add people in the channel you can create the channel you can read the Channel all those sort of things okay code okay we're getting close to the time so maybe just uh if we want to close off with any other uh additional questions yes I yeah so while coming uh I would like to Splash one more pole here so I would like since we know better all the options that we have uh what do you think about utilizing those options which option do you like most so I would like to know your feedback if you can respond over the uh poll very happy so couple of you might like you know Mim couple of you matter like the instant notification live agent transfer thanks everyone thanks everyone daily uh enjoy the session and we you can join us in future session as well there's a link available have a nice day thank you bye