while we're getting started here uh and waiting for people to come in I'm going to go ahead and launch our first poll question hopefully you can see on the screen you guys can go ahead and let us know where you're at on your journey to integrate servicenow with Microsoft 365 Microsoft teams uh give us a good idea of where we're starting from today and again thanks again for joining we'll be on we'll get started here momentarily all right we're a couple minutes in we've got some good uh responses back here just to let everybody know where we're at there we go so checking the results we've got a lot of people that have the first time they're hearing about the integration joining which is wonderful thank you for for being with us and a lot still gathering information handful testing and a couple in Productions so um uh you guys are in the right place we're gonna uh hopefully you're gonna leave today's session with a lot more knowledge uh and understanding about how to work with the integration and you've had uh when we came in so let's uh dial down the music thanks to Earth Wind and Fire here okay um all right here we go before we get going I'm gonna Flash The Safe Harbor statement this well of words as you may be well aware represents uh the fact that anything you hear about today around functionality that's not generally available uh indicates a plan and not a promise so um please don't make any purchase decisions on anything it's not currently generally available um and in terms of housekeeping we've saved some time to do q a um there's a q a for the end of the session there's a q a button on the zoom uh link so please leverage it to ask any questions we've got a wonderful panel of esteemed colleagues to to help respond to them today so please don't hesitate to ask your questions this session is going to be recorded and posted on servicenow community I don't actually have the link where it'll be posted right now but we'll make sure that it is sent out to everybody who was invited to the session so you'll be able to leverage it and I think it would also be available on the on-demand section of the live on servicenow events page and after the event there will be a survey that's going to come out please let us know your thoughts on on the survey content in our presentation I always like to hear where we can do things better and make these sessions more valuable for you um all right uh your presenters for today I'm the guy on the left so and I've been talking so I'll keep going uh my name is Jeff Fox I'm a product manager here at servicenow uh coming up on two years in October so uh you know just under two years and been focused on the servicenow in Microsoft integration for my entire time here uh I really love talking to customers about it and um and doing all I can to make it easy for people to turn on the integration and get more value out of their investment between servicenow and through Microsoft so that's me I'm gonna ask our presenters to go on uh Adam do you mind to do a quick intro please yeah yeah hello everyone my name is Adam Miguel um I'm an engineering manager here um my team handles the conversational integration with Microsoft teams so that's basically the integration between service now virtual agent and Microsoft teams um yeah been with the company for in coming January will be a decade but with this team for the last year and some change okay thank you everyone of course yeah so myself first Dube I I work for sir I took out the service now Microsoft teams integration related to mostly on employee Center integration and Outlook actionable messages uh service now add-ins and viewer integration so that's me thanks harsh and Rohit yeah hello everyone I am Rohit Dave a senior software QV engineer working with servicenow from last one and a half year primarily working with employee experience and multiple Integrations with different channels collaboration channels mostly nice to be here thank you Rohit thanks uh folks in the audience I'm really uh just giddy to have such an esteem panel today so any questions you have around the integration I think we can do a good job of responding to uh with this crew so please let questions fly while we're going um today's session is a part of the live on servicenow webinar series uh it's designed to connect you with servicenow experts and peers that can help you deploy your products and Achieve value faster we hope that you'll join us again at another webinar or Meetup you can see the schedule by scanning the QR code posted here and I don't know that I'll have the actual link to put into the chat but we'll make sure that we follow up for folks who were invited one thing I and so maybe I should give that another moment please do take a quick picture if you're interested in seeing more but as a segue here and and this will be in the deck that's posted we've got a many events that are scheduled here just between the balance of September and into October that will be useful for folks who are trying to leverage the integration some of them are around virtual agents some of them are around employee experience and others are run by this team that are doing the servicenow and teams integration Microsoft 65 integration that is we've also got some content around our generative AI offering that should be of interest as well so please do uh check out the Community page with the live on servicenow events and um sign up for some more have another poll question here let me get to run it sorry I'm I'm running the whole show here today and just need to make sure I can run this poll here we go uh launching a second question here all right so should see it now uh as you may know the servicenow with Microsoft 365 and Microsoft teams integration keys on a couple servicenow capabilities please let us know what use cases you're most interested in using um between servicenow and Microsoft 365. um give you guys a moment and uh it may be I hope that the chat allows or that the question allows for multiple uh choice answers but I'm not sure that it does so please do let us know um in the chat if you want to do multiple uh have multiple uses chat's quiet so far yeah sorry okay here to learn options all right cool um all right well we've got a lot of uh participation here and let's just take a quick peek at the results it's pretty well balanced we've got I think just over a third looking to to look at the virtual agent integration a quarter on employee Center and uh almost 30 percent on request based chats and calls um so uh that's that's fantastic and and we're going to get into a lot of this today this is fantastic um okay and I believe that's all we have for polls right now until you get the survey after the events so uh let's continue here and and let's start by understanding why we have this integration between servicenow and Microsoft right it's a key question uh and the the answer is you know after we at servicenow talked with many many customers uh about their modern work situation supporting employees and and agents and service providers uh internally um one common theme is really popped up and that's that organizations are pressed to provide both a better experience and drive more efficient and drive efficiency most all of these customers consider this a mission critical objective and it's Mission critical because the proliferation of applications that is present today has created a common challenge which is to manage these multiple experiences employees and agents today have to wrestle with multiple experiences between email chat portals and other applications and doing so creates stress because you know our employees are constantly toggling between applications for information or due to Notifications Etc it's stressful and it's inefficient navigating to all these different places for information is just not a good use of employees time and the experiences themselves are not perfect sometimes information just gets missed altogether I don't know about you guys I know that happens to me periodically and and let's look at a little bit more research about these problems and some of the implications right according to our friends at McKenzie they estimate 20 of employee time is lost searching for information to complete a task or a workflow hbr reports nine percent of time is lost trying to reorient to a task after you visit a new application so right when you go from say teams to a different portal nine percent of time can be lost trying to just you know get your bearings and then finally Gartner reports that 43 percent of employees miss important information because they have too many applications open does that happen to you um employees and agents shouldn't have to struggle and and now they no longer have to this is where the integration between servicenow and Microsoft comes in because it improves efficiency by seamlessly weaving servicenow and Microsoft experiences together into natural workspaces and with the seamless experience you get happier employees it doesn't feel just like servicenow or Microsoft teams it's a more singular experience for both agents and employees it increases productivity because the integration between teams and servicenow brings notifications information and actions into a single place and finally it optimizes collaboration good things just happen when you take world-class collaboration software and weave it directly into a world-class workflow software so let's go a little bit deeper to see how our different stakeholders can benefit from the integration and start with the CIO they want to make sure that they're maximizing strategic Investments that they've made around efficiency collaboration and experience clearly their investment in Microsoft and servicenow represents some pretty pretty uh big platforms the service owner wants to be able to alert employees to outages and quickly bring experts onto a teams bridge for a streamlined collaboration to close issues faster agents want to reach employees and experts in teams directly from the servicenow interface and employees don't want to leave their natural workspace when it comes to requesting a service finding answers or providing information to an agent this can all be done now within Microsoft teams so at a high level let's talk about how we drive efficiency through this experience there's five app experiences that really show off the integration for employees and agents first off we have employee Center where employees can go to request service review tasks or search knowledge base articles directly within teams and this really short changes the description for employee center right I mean it is a fully fledged intranet that provides targeted Communications experiences and can really facilitate better interactions and more efficiency with your employee base next we have virtual agent where employees can self-serve and use automated workflows access KB articles and and they can do it all within Microsoft teams our service operations workspace helps agents further reduce mean time to resolution by invoking teams notifications having conversations and initiating conferences directly from servicenow major Incident Management helps service owners get Services up again faster by automating teams calls from servicenow and finally we have agent to employee chat that helps agents to reach out to employees and other experts directly inside of teams from servicenow so this is it at a high level let's get into whoops uh how do you enable servicenow in teams I'm going to step through this kind of at a high level but it's really a three-step process we need to get the two platforms integrated we need to download a manifest and then upload the Manifest into teams we need some permissions to make this happen between the two platforms as well as a plug-in so this Microsoft Integrations core plug-in is really embedded within a couple of different applications you'll get from servicenow so you may not actually see this one unless you dig into some of the dependent plugins but this is at the core from a Microsoft perspective we'll need to have either Global admin or a user that's got both teams admin and application administrator roles and then on the servicenow side you'll either need to be an admin or specifically have the external app install admin role for that user um and with that's uh before we get go any further guys on the panel I'm wondering if we have any questions you guys may want to speak to before I actually get into the demo someone has their hand raised oh okay bear with me for a sec all right guys let's see what we can do here I'm going to try to bring you guys off of mute so Ronald what's on your mind I need to come off and eat there bud I had to get off me okay uh on the previous slide um is that it is that integration a one-to-one or a one to many meaning today uh my company is a service provider and we actually use servicenow with multiple companies under a integrated instance if we build this integration to our teams do we have to do it to each company's teams or one team and it then uses the Federation that's built within Microsoft I'm just trying to understand how many different connections I would potentially have to build do you understand my question yeah the question is clear Adam is this something you might speak to um from a virtual agent perspective you would need to set it up for each individual tenant that you're trying to connect to so from so even though our service now may have multiple domains multiple companies if each of those companies have as has a different Microsoft tenant we would have to build a connection to each tenant correct from a virtual agent perspective I don't know if there's anything additional or any additional Insight from that placement or tab harsh do you have anything uh no actually uh I have a question like uh when he was saying like you you have different companies and different tenants for each company so uh for one user you guys having different emails also correct correct yeah so you you need to have a different uh integration for each each tenant okay so uh go back another slide please I think it's maybe one or two where you had the different types of capabilities uh yeah that one uh so right now we're only interested in the bottom three uh so virtual agents really and the employee Center is out of scope in the initial phase really it's about integrating in the incidents chat and the service requests and the ability for our level two and level one teams to be able to communicate from servicenow Back to the end users right and in fact as I said these end users would be in different Microsoft tenants so I'd have to do an integration to every Microsoft tenant that we wanted to do that with yeah I believe that's right it's yeah sorry go ahead because you need to uh need to be authorized uh for every tenant uh for every Microsoft tenants so you need a separate integration for each tenant right even though the our Master did it on the Microsoft side has Federation and if I'm just using teams I can chat to all of them already so there's no way to build integration or is there a way to build integration so it comes in through one tenant and then uses the Federation on the Microsoft side to connect to the others so you are saying something called subdomain like having one domain and inside that you have multiple subdividends they're not sub domains so with within my team's environment today I can chat to you know John abc.com I can talk to John at bya.com you know which are all those ABC and bya are different Microsoft tenants but I've got them Federated using Microsoft Federation on the team side so that I can do that from one tenant I'm just wondering if servicenow can leverage that so I don't have to do the Integrations to those other two tenants so uh see you go ahead go ahead yeah so you mean you have added those users as a guest in your primary tenant right in some cases for a guests in some cases we're using uh pure Federation that Microsoft has come out with but most cases things again think the B2B model yes yes so yeah we do have support for guest users at least for chat feature uh employee Center we can confirm once but yes we can connect to a tenant as a guest uh to the user as a guest who are connected as a guest in your Microsoft teams primary tenant okay thank you foreign documentation as well but connection is not required but we need to mention which all uh guest tenants or guest user tenants are we supporting primes the gas capabilities are in there thank you yeah okay cool hope that hope that helps great question I think that's a common use case and we do have capabilities to accommodate it um but I appreciate all the detail that we got into there so um guys any other questions we see here before we move on commercial cloud and government Cloud implementations can we integrate with both depending on user attribute I actually haven't seen that before I know that the integration does work with the government Cloud as well as commercial but I am not certain if there's any issue with uh doing the integration between those two different uh types of instances typically what I've seen is all commercial and and those those can definitely be done together so uh Jonathan I'm going to take that and look to get a question uh look to get this answered in um uh post it to the page for this session um so thanks and I'm just marking it down here unless any anyone on the panel has a a more definitive answer okay okay uh very good and then I saw harshit you had a question around anonymized chat the agent name shouldn't appear in the chat is there documentation linked to refer to this topic Adam is that something you could take and perhaps respond to yeah there's some there's some setting uh I'll try to find the doctor right now all right great uh and then there was another question around some of the licensing uh and just to speak to that again um the integration with Microsoft 365 Microsoft teams is no charge for a customer who already has the itsm or hrsd subscription so there's no additional charge to use the uh plug-in however we we have implemented some integration Hub uh uh changes and if the transactions exceed your number of transactions you have licensed and you may need to uh update upgrade your integration Hub or app engine studio uh subscription with servicenow um similarly Microsoft may have API uh chart charges for transactions uh to the team's graph API um which is we have some documentation on that but could turn into a you know there's a fraction of a cent charge for each transaction uh depending on the seismic organization that could add up um okay and let's see many questions in here guys I'm going to go ahead and get back into the demo and hopefully we can get the panel to respond to some of the Q a um okay thank you guys really appreciate that so let me see uh all right so here we have uh not exactly the screen I meant to share nor is this okay so guys um where I wanted to start with our demo was validating that we indeed have the servicenow and and Microsoft integration plugins four of them individually HR Service delivery for Microsoft 365 itsm and then we have meeting extensions for teams and notify connector these are all bundled so what I've done here and these are all installed in in this instance uh what I've done is just gone to uh system applications and search servers now for Microsoft and here's where you could actually get them once that's done and these are on board I'm going to go to servicenow from Microsoft and click on install Azure apps uh here we have a pretty much of a blank slate we've installed the plug-in I'm going to go ahead and click on install here and I'm going to pick my um application admin uh uh permission and I saw that there was a question in the chat we've got a link in the deck here to oh man that is a real bummer thought I had this set to go let me just pause real quick and pull up a different instance please bear with me thank you as the demo guys have struck and while I'm addressing this uh guys on the panel I don't know if there's questions you can perhaps speak to yeah yeah sure yeah is there questions uh guys if you could please maybe read out a question and talk about an answer foreign trying to find the question about the agent name uh I see there are a few questions about non-actionable messages uh so mostly non-actionable messages are like you get notifications for example you have written some incidents and there is some comment added on the incident or some action taken on the incident uh so you will get just a notification that this section is performed but you cannot take any action on that notification for example you cannot add any reply on the notification or you cannot uh have any action like approve or reject the request so those are non-actionable messages and actionable are the reverse where you can reply to the incident comment or you can approve or reject or send back your requests Etc so these are different from the chats chat import and everything will work as it is as per the plugins and everything whichever you are using thank you so much okay I may be ready to go but we've got a couple uh looks like multiple people with their hands raised um let me go ahead and get uh Jan to ask her their question Dan did you still have a question you're on mute I see um I didn't hear the question I'm sorry or did I oh good all good okay um let's see here and ganache can you hear me I think we can hear you yeah thank you so we are using Microsoft uh teams for uh having this Jack uh functionality but we are not enabled virtual agent so uh but uh we use actionable notifications is there any way where we can stop uh using the free text type where we can send something and so what happens today right we have a custom script to say if whatever the response saying that we are currently working on that instead of that can we remove the text option and only keep the actionable notifications in the teams um can you elaborate on which which actionable notifications you're using because VA has its own actionable notifications yeah yeah we are using that that's right so so under servicenow for teams right uh so usually any um uh teams message where we have option to type something and hit send button we don't want that uh functionality because it is going to be used for an actionable notification we don't have any response for that okay so what's your what's your requesting excuse me is um uh virtual agents configuration in which um the users don't actually ever type anything they only receive notifications yeah um virtually uh agent to be uh running but just want actionable notifications okay right yeah something today right it is coming like okay we'll get back to you but it but it sometimes gives an um uh irrelevant response so in stuff that can we remove that typing option so we can just see whatever the push comes from service now we can just respond for approving or adding a comment yeah so unfortunately the integration with Microsoft teams the bot framework doesn't allow us to disable the message box um but we can we can do some we actually did this like I think uh like two months ago a weekend configure your virtual agent to not like actually respond to anything oh even if they type something that they you know we'll just catch it and you know just not respond um so yeah that is possible and I forget the exact um exact configuration um that that um that allows for that but we were successfully able to yeah I can show you my email ID if you can uh get back right on that and that will be helpful all right thank you okay folks I'm gonna resume the demo here hopefully we've got things worked out uh guess I've got too many instances and too many not enough tenants something like that um okay so I've gone through and I have clicked the install button and I've got the authorization button for each of these uh individual components so I'm just going to go through this is what you will see when you go to do the authorization yourself uh you'll see all the permissions that come up uh in uh in order to deliver the service I'm going to skip on the Viva connections one uh for this go around that'll be good for another topic uh but we'll go through and we'll accept here for request based chats and same will go for SSO and activities um right so we'll accept this and with this done the integration is now set for these uh three apps that have the check mark um and you can do this again in your own instance and in a development scenario and and test it out yourself uh so let's see here one other thing I wanted to start to look at to to well let's go through the Manifest process first right so the connection is done next thing we would look at here in servicenow for Microsoft 365 is under application manifest we go to servicenow for teams and from here we'll just click on new this is technically set up for my integration already but it'll take through a process where you can customize your um the the application that'll go into teams so you can provide your own name if you wanted to change it to Harvey or John or Mickey Mouse you can modify that we have a couple of options as well as a more lengthy description that folks will see within the app from there you can go in and configure your virtual agent to have a single tenant or multi-tenant setup and I'm just going to walk through this here I don't think it's going to make too big a difference so so this is done and then we're just going to kind of Click next and and go through here we've got the single tenant set up and and you can configure your virtual agent here as well this would just be connecting it to your existing virtual agent so we've had a lot of advanced questions in today's call which is really great sounds like a lot of people have VA set up but this is obviously if if it's not um in good shape and and useful for your employee base then um it may not you may not get a lot of value out of integrating it and the same would go with employee Center here one of the things we we typically do this is still defaults to your Hub we would we would you know within servicenow we would just call this employee Center but we've got our tabs and our activity feed uh enabled here as well and once this is done you know I would click next and then here's where you get to download the Manifest so if you're going to do this you would technically download it and it would be on board your machine I'm now going to go to admin.microsoft.com sorry I got a little a little confusion here between my uh instances so I'm over to a different profile again um sorry so this isn't where you would upload the Manifest but what I will show you while we're here this is where the tenant setup would be uh you know I went in and did a tenant set up and I do want to show you the users right you would need to in your instance uh have your users on your Azure tenant match what you have in your servicenow tenant so that those two accounts could could be connected here this is all I have right now in my tenant I'm just showing this to to go back be able to go back and uh look at users in uh look at all these users and I'm just going to do a quick filter here on email and here we've got multiple users that are listed under under this this isn't the same one sorry again guys I'm working between I believe two instances so I apologize for the contention um I am going to go back now to the application manifest uh so we're here um and then uh to upload the Manifest which is where we were at I'm going to go to admin.teams.microsoft.com login to the property and uh again this is where we're going to go in this is your whole uh teams admin Center in order to upload the Manifest we're going to go under teams apps to manage apps all right if you're going to upload for the first time you would just click upload a new app I've already done that so I'm just going to search for it and here it is right so if you wanted to uh say you you uh had an update or a change to your application that you wanted to to post into teams you would upload the new file so if I had a new manifest to upload I could click here and and actually do it another good practice we talk about is leveraging setup policies um we if you're going to put it out um make the application available in teams to multiple users to your entire organization you would leverage Global if you wanted to use a different policy to Target a subset you would just need to create that policy and make it available there if it hadn't already been installed for all users in this in this policy I would click add apps but as you can see it's already here another good practice we Advocate is pinning the app this is pretty straightforward you would add it but as you can see it's already done second from the top and then every user who's on this policy would see the application posted there so I'm going to roll the dice here again and uh teams.microsoft.com back to another profile um all right and yeah she I was afraid I messed this up so I may have somehow triggered myself an issue getting ready for today's session possibly okay looks like it's working here so this is virtual agent uh you can see I've been playing with it a little bit um there's uh I don't know if you guys can see it's a little bit covered up by the zoom bar on my side but we have virtual agent and we have employee Center in this other tab and so anything that your organization has created in its employee Center would be shared here and again I'm sorry I think I might have somehow broken it in my prep work oh maybe it's loading all right wonderful I'm just going to do a little nod to the gods and and say thanks for that so your employee Center this is going to look a lot like as you may know what you see in in your uh employee Center that you would have in your portal um and one other thing that has uh we came out with in the August release is is the availability of employees center now within the Outlook 360. Microsoft 365 application it's already been integrated here so you can see servicenow for Microsoft 365. the exact same app so if you've got users who prefer to use this Microsoft 365 setup to access all of their different office applications um within uh in a in a web platform then they can just if whenever they need to access the service they can go and access employee center right here uh same goes in Outlook uh looks like I'd already kind of queued it up but it's right here so within Outlook this is on web or desktop client uh you'll be able to go ahead and access uh uh employee Center within within this application um should I also mention if you have a different portal you can go ahead and set up a a custom portal instead of employee Center to show up in teams um so there's a lot of flexibility here to to leverage the integration um I think got through what I wanted to show in the demo in terms of driving the integration itself and you know what I got so excited I think I uh perhaps uh there we go I might have actually skipped a bunch of slides so in within the deck rather than going through the recording I've got many of the steps that we went through here looking at all the permissions uh and what the final State should look like for each of these steps so we went through doing the platform connection we're going through the Manifest file generation um and again if you need to show people or want to refer back to some of these high level activities this is what the Manifest upload process would look like um you know we went through all of this uh during the live demo and this is what you should see um when it's actually live um okay uh in terms of best practices one of the things I just you know want to take a couple minutes to go through this you know we talk about how important it is to communicate we've got these big platforms that have a lot of security a lot of architecture behind them it's important that you communicate with the applicable teams you know you might be the servicenow admin but you really need to get your Microsoft owner or teams admin involved in the process as well as anybody in security networking Etc that might need to be might need to participate getting that alignment put together and following up at you know this is a bit of a project to integrate these two platforms is is really crucial um and how do you do that right we talk about uh driving the discussion this is just a sample message that you can leverage to uh communicate with these different stakeholders and um uh uh drive this project uh to completion um and I just have a couple more slides to go through and then we'll settle in on Q a in terms of getting employee Center to show up within Outlook and the Microsoft 365 app it is pretty straightforward once you upload the Manifest there's this new technology within the Microsoft 365 application that it makes these teams apps show up across M365 and Outlook so it's relatively automated but if you don't happen to see it uh here here's a uh two things to do to support it first is this app launcher icon that's up on the the left side here that I don't know if we clicked it in the demo it shows up it goes to this one particular URL if it doesn't work for you then there's this alternative URL that typically will show up make all the M365 apps that have been installed show up in in the M365 application and then uh because this M365 update may not be generally available across your entire organization there may be a preference to go ahead and set in your admin.microsoft.com settings in your Microsoft 365 admin Center and this basically takes you through that a couple steps to go into settings org settings over to the org profile tab going to release preferences and provide the targeted release for everyone this uh should typically allow employee Center or the custom portal to show up across these different applications keep in mind it may take a couple minutes and finally here's some helpful resources that contains a lot of what we did and it's already posted in the servicenow for Microsoft community on servicenow okay I'm going to take a breath there guys on the panel is there any uh questions you want to talk about I think I'm seeing a couple more hands raised so yeah dude demo for chat uh I think we don't have it today right chat or feed from an incident can can you say that one more time please the demo for initiating chat from an incident oh we want to see that now uh yeah Ronald is asking about it if we have now um let me see I know I've got it set up on one instance that I didn't show I'm Gonna Roll the Dice here Live while we're doing this um please go ahead and continue to speak to it again I am not sure if I've set this up on this particular instance but we'll give it a try any other questions while we're getting I gotta I gotta dig up an incident and uh so it'll take just a moment the deck will be um uh shared in the page for this event uh so what we will post a deck um I have a few VA questions that I think the larger group might be interested in uh one is about account linking um so I Believe by default at least for the last few releases the automatic account linking should be enabled um and that's on the virtual agent configuration page um so what happens is the first time the user interacts with the bot or the bot is installed to the user the app that contains the bot is installed to the user we receive a request from Microsoft about that event and if the email in that event matches and user email in the servicenow platform then we'll do the linking um you know that's obviously a that the automatic linking check boxes is checked um some some cases where this doesn't happen as expected is in which a user has multiple records with the same email that that can cause some issues sometimes um but so if we don't find that match then we'll give the option to you know continue as guest or link link to service now when you click link to servicenow um it should redirect you to a servicenow page and if you're logged in it will link you to that user or we'll ask you to log in and link to that user um yeah so that's on account linking um sounds like there was some error and I don't from the question I don't think I can answer it here so but please reach out to support um and then we'll get try to get you squared away Adam thank you by the way folks I'm working on getting this uh request based chat demo going give me just a couple minutes or just another minute any other questions to speak to um there was another question about multiple virtual agents um so you can configure what uh as a virtual agent chat experience so you can configure some conditions that decide um which chat experience can be used um for any given conversation um so yeah part of those chat experiences can be the the configured um set up topics so like readings live agents uh search fallback etc those can all be configured differently for different chat experiences there is one question from David uh do I still install the servicenow for Microsoft plugin if only need the ability to start the team's call so if I understand it correctly it is a he's asking about Microsoft integration core plugin uh so again it is kind of a core plugin for different plugins like you must be aware of notify connector with themes so internally it will install Microsoft integration core automatically so you need not to install it separate separately if you rely on notify plugin for your team's call features uh that that should be enough or if I got it wrong please please post another question so there is another question from Jonathan on the on-prem uh sorry under government cloud and commercial Cloud so I'm a bit confused on that like um generally I have seen like the GCC environment are separate from the commercial so in your case it's it's both are on the same instance Jeff can we uh unmute Jonathan Webb please you bet bear with me coming right up okay do you know anything okay it doesn't have his hand up right but we want to unmute I don't see a Jonathan I I have done that I think oh okay okay yeah can you guys hear me yes sir yeah yeah so we do have uh on by single instance if you meet our our service now instance yes we are in fed ramp High um and so we have everybody using we actually have a couple of different instances for lots of different purposes right but um our primary production instance we would need to talk to both teams govcloud and teams commercial cloud so I I saw in there you know as you were going through the demo the there's the option to kind of what do we do next if it's multi-tenance right so I'm assuming that's multi-tenant as M365 multi-tenant and then does it does it get into different configurations such as you know if this user attributes met use this tenant or this satanic kind of thing so Jonathan one thing is there is for GCC like government Cloud you can only uh do it through self-configured apps not through multi-tenant so uh you have to follow a single tenant approach or you can select self-configured apps for the GCC cloud yeah so yeah you still can go ahead and choose the same service now instance with connect to multiple tenants uh using a one for the GCC what tenant you are using for GCC and another which you can you are using for the Commerce here and you can use a self-configured uh approach self-configured application approach and you can connect to multiple tenant you on a multiple tenants and connect to one single service now instance okay go ahead this is a little bit more complicated so if I'm understanding correctly you have a servicenow GCC instance and you want to connect to uh GCC teams pendant and uh in a regular commercial tenant from teams is that correct correct um okay I've actually never heard this request before I I honestly don't know but I can I can taking a note here um and it could probably I don't know Jeff how do we relay these questions that we need to figure out offline um the chat will in the Q a will be uh recorded but if there's something specific I can either take a note or you can take a note and we can sync up on it after okay perfect is it one of the questions it's in Q a now sorry it started from q a but we're discussing it now I think the the ask is can we hook up a commercial tenant to a servicenow GCC instance um I I I don't know the answer but generally um if we're not considering the government clouds generally you can configure any number of tenants to a servicenow instance yeah I think I mean I think I'm not familiar with the process really intimately on the regulated market side around GCC tenants but I believe it's different so yeah we'll have to figure it out and um was that Jonathan's question yeah and so it sounds like the question then is whether or not servicenow GCC can support um M365 GCC plus commercial is is that where we're at yeah I think that's right I mean I know between you know servicenow and Microsoft GCC that that's been tested and established but if it's if there's a commercial application as well uh you know to be integrated as well um or I should say commercial instance uh that's where we would need to validate okay thank you yep okay um let's see here other questions folks I know we had a request to show the request based chat I am struggling to find a a an open case for the people for the users that I have set up on the Fly here we do have some recorded demos for this so I'm going to make a note to share that and if there's a request for more I'm going to put my email in the chat and if folks uh if you if you have a a specific question that you want to see us respond to I'm just going to say hey jeff.com and we'll work with you to to be able to share the functionality and and show and demonstrate exactly what you like to see again apologies I've had I've hit some issues on this one today so sorry about that um it looks like my Excel even shutdowns or my PowerPoint even shut down so that might be how we can really show for now I guess I'm glad I'm still on the zoom um let's see here are there other q a we can go through and check the tournament incident is yeah sorry Ronald we'll have to catch up on that one a separate time um chancy we've integrated teams VA for our test instance what are the steps we need to perform when we're ready to deploy it to prod just changing the end point address to production will work question mark um yeah I'll answer this one um excuse me so uh there's many different ways um that you can go about this um and it depends if you have multiple tenants or or a single tenant um so if you have multiple tenants right like a Dev tenant a test tenant and a prod tenant uh we we sort of recommend just hook up each one of those tenants to the corresponding service now instance and then once that connection is is configured then um then you don't need to touch it really ever again you know unless there's like some cloning or something like along those lines um but if you have a single tenant you can go through the self-configured bot approach where you would configure your own bot um and one of our recommendations is to have uh different self-configured bot for each one of your servicenow environments so you on your team side you would have um you would have your your test bot your um QA bot and then your prodbot um all configured and then you know so that just establishes the communication and then on the servicenow instant side you you know all of your VA topics all of your notifications everything will all be packaged in you know the standard updates that and then you can move those along uh you know normal service now um processes work but um if you know if you back to your original question if you had the single uh bot and you just change the end point yeah yeah that should work um or I'll have to think about that one uh I don't know if all the users would need to be um linked again or not because they'll be coming from a different I'll I'll have to Circle back on that one but our recommendation is to kind of have these different Bots um set up and configured and then once it's set up then you really don't have to touch ever again awesome Adam thank you so much folks that we're at time for today this was a tough one from a demo perspective I'm sorry we couldn't do a little bit more I'll share some recorded demos and if you want to reach out for anything more specific I'll do my best to accommodate some requests um and and do some more either from myself personally or from from some of our uh sales teams who who do demos as well I'm gonna go ahead and stop it there thanks so much to our panelists for uh adding their expertise today thanks everybody for joining we'll try to catch on we'll catch you on the next one please join us again thanks so much and bye for now