good morning good afternoon and good evening thank you so much for joining us uh we will be starting up shortly yeah hi myself first I am working with service from past two and a half year I mostly work work on unified employee experience like uh integration of employees interent with teams EX ex notification in teams and that's me thanks Rohit yeah hello everyone I am Rohit da I'm working with service now for one and a half year now and I'm working with employee experience as senior quality engineer and focusing mostly on the Integrations without look Team Zoom Etc thank you wonderful Ru hey hello everyone I'm I work with I'm working with s now last five years uh being with uh with the team employee experience team uh mostly work on integration and some of the uh employe Center related features wonderful thanks glad to have you on okay well thank you so much I'm glad to have the team on um folks I really appreciate you joining today you may have noticed that we had um this call was initially set to be a two-hour call that was going to be a more in-depth Workshop we had such a response to it that uh we didn't feel like we could do a thorough job addressing customer questions in the depth needed in the time that we had with the number of folks that that joined so we've scaled this back to be a one- hour session and we really want to make sure that we address the questions that come up to the extent that we can but we're going to do it in this one-h hour format that we've we've typically done um you know at a high level we at service now want to see every customer get value from their service now investment we really believe that activating this integration with Microsoft 365 will help you and your organization real realize more value from both your service now and Microsoft Investments and so integrating these platforms as you may know if since you're here will will yield employees satisfaction and efficiency gains that will pay dividends to to you and your your organization so we want to we we all of us on this call want to see you make that connection and we um uh you know this Workshop that we had wanted to do was was designed to get into the nitty-gritty of that and and for those of you that have participated in any of our past sessions you'll know that we go to Great Lengths and repeat over and over again exactly how to enact the integration and we can do that today as well um so uh going forward service now is considering conducting a series of customer workshops around the integration that'll include some of our experts some of the folks on the call today and and others that'll help us to complete help you to complete and and work with the M365 integration so if you're interested in that please um make sure to respond to the post-event survey we've got uh it is a different survey this time around with some additional questions around uh capturing some of your information if you'd like to provide it so that we can reach out to you to to see what what um type of workshops we can actually get put together we'll look to potentially do some this year and and and definitely in um uh uh 2024 so I hope that makes sense and appreciate you sticking with us on this call uh as as we go um I'm just going to check and see the Q&A I see we got one in here have you guys looked at this um okay the link to the post event survey will be available after you close this session so after after this this event is over today at the end of this hour or or whenever you actually close it but hope you stick with us but but it'll happen after you close the zoom session um and uh if if I can ask guys on the panel to address some of these open questions is there any that are on here now that you want to speak to that it may be applicable now uh there is a question uh do you have the link to post event survey yeah so the post-event survey will come out after the event is is closed today's event um okay so let's get to it here um I think we're kind of over on time we did our welcome in our introductions I'm going to do a bit of an overview on the integration and then we'll get into a more in-depth demo um and then we'll save time toward the end for some discussion and if you'd like I'd like it if we could perhaps get some people to come off mute for discussions but we'll go through the Q&A to the extent that we can and um try to make this as interactive as possible and get as much time with our experts as we can um this meeting is being recorded and we'll share it on the community and again you know I do want to make sure that if you're interested in participating in another Workshop that you uh fill out the survey that you'll see after you close the zoom session anything we talk about um today that's not currently generally available represents a forward-looking statement uh please don't make any purchase decisions on content that's not currently avail ailable um oh and this session is a part of our live on service now event series which is a curated uh series to uh designed to connect you with service now experts and your peers that can help you to deploy your products and Achieve value faster uh we hope you'll join us again at another session or Meetup and you can see uh the schedule by scanning a QR code or getting the link that we will uh provide uh after the event uh going to list list here as well we have a lot of webinars still to go for the balance of uh 2023 uh several of these will be run by this team um but there's a handful that are specific to Virtual agent and employee Center also want to call out this event on November 15 we'll have a guest speaker from our friends at Microsoft who are using the teams integration they'll talk in depth about their U uh deployment uh process and how they've been able to use the integration to get value in their organization uh so want to make sure folks join that if you want to hear a story from a customer you know this one will be Microsoft uh who has actually deployed this solution um and otherwise uh I think that's it for now oh and let me uh since I've got it sitting here I'm G to drop it in the chat there is the link to our uh uh page that's got all the events okay um without further Ado I'm going to step through our highle discussion around um why we have this integration with Microsoft why why service now with Microsoft and as you know you know we talk to customers all the time and this common theme comes up around providing both a better experience for their employees and agents as well as driving more efficiency almost every customer considers this a mission critical uh objective and that's because there are so many applications present today that managing the multiple experiences that are driven by each one is is a real um you know gives us all jobs uh employees and agents are wrestling with email chat portals other applications and it creates stress and strain as they swivel chair between uh each of these uh applications and it's uh in addition to being stressful that's inefficient navigating to all these places to all these uh assets is not a good use of time and sometimes information's missed altogether if you've joined us before you may may know some of these numbers uh according to McKenzie there's an estimate that 20% of employee time is lost searching for information to complete a task or a workflow Harvard Business Review reports 9% of time is uh lost trying to reorient to a task after visiting a new application and finally Gartner reports 43% employees Miss information because they have too many apps open it shouldn't be a struggle and it no longer has to be due to this integration U we find that the integration improves efficiency by seamlessly weaving service now and Microsoft experiences into a natural work into the natural workspace and with this seamless experience you get happier employees service now and teams feels like more of a single experience uh it increases productivity uh because the integration uh brings notifications information and action into a single place it also optimizes collaboration good things happen when we take a worldclass collaboration software and weave it directly with worldclass workflow software so let's dig a bit deeper into the how different stakeholders derive value from the integration and starting with the CIO they're able to maximize their strategic Investments that they've already made around efficiency collaboration and experience the service owner will be able to alert employees to outages and quickly bring experts onto a teams bridge for streamlined collaboration agents can reach employees and experts and teams directly from service now and employees don't have to leave their natural workspace when it comes to requesting service getting answers or providing information can all be done directly within teams um so I'm Gonna Move Along actually I've got a handful of topics of interest but I do want to pause again and see guys on the panel are there any questions that uh would bear discussion at this point before we move on um we do have a few questions here um one around notifications uh uh we have integration with service now with teams we send notifications that can do change approval however we are unable to trigger approvals for custom apps and teams is it possible to do approvals from all ticket types and teams I think that's question from maybe harsh or or Ragu uh I do not understand the custom apps so I I think the current approval um Jeff can you um unmute uh Karen Watson please so we can get some clarification yeah um uh for my understanding is the current service now for teams notification mechanism only supports approvals for certain tables and not their own custom tables that understanding correctly of the question yes sis appr approval table only sis appr table hi this this is Karen so we're using the integration we we're using Microsoft team to service now we were able to set up the approval cards that come over into teams for change tickets and another ticket type something out of the box but we have some custom apps that we've created on service now that require an approval and we want to send those approval also to teams and we're not able to do that it's it doesn't seem to be working so my question was can you send any type of approval to teams from service now or is it just for a certain type of tickets I think Adam if we use the VA notification it it should be possible right yeah so but but the there's a follow-up comment here is that they're not using VA and they don't want to use VA um uh without VA setup even our integration notifications will not work okay okay um are you K are you getting a notification in in Virtual agent the chatboard window well we're not using virtual agent with our teams evation but where are you getting the notifications um in a chat Channel within teams So within the groups Channel we get the cards we set up cards so whenever there's an approval that's needed or a ticket comes in they get notified within within teams and they just click on it and it'll take them to the ticket but we have details coming into teams okay uh we don't want that not sure h okay yeah let's um Jeff is there a forum to get some followup on that because it sounds like maybe there's a different notification mechanism because from my understanding both service now for teams notifications and VA notifications they both get sent to the same place which is the user's personal chat with the bot um but it's sounding like there's these different notifications being sent elsewhere so maybe we'll like to get some more information on that maybe there's yet another notification out there uh Karen again in the uh postevent survey if you could put if you'd like more uh discussion with us about this if you could put your information in there we'll be able to take it from the survey and respond okay thank you yes ma'am thank you okay let's uh proceed with a couple other topics of interest um this really is a couple slides that we put together based on uh questions that have actually come from the field recently and I thought it would be useful to talk about this a little bit now um you know and I think it really dovetails in with the poll question that we had earlier it seemed like we had broad interest around uh you know the integration around notifications as Karen just highlighted Etc so uh you know the one around setting up the self-configured app this first question really speaks to a lot of times we get customer customers who say that they have multiple instances and they want to understand how to do the integration between all of those instances with their team's tenant that is possible but it does require creating your own application and uh uploading that into into Azure so um the instructions are all involved here in in this setting up to service now instance for Microsoft teams integration link that's in here uh again following the self-configured app um we get questions around how to enable agent to make chats and calls uh this is relatively straightforward but I think one area to really clarify that um isn't obvious is is really due to when we show these demos a lot of times we'll have the chat and the call feature and they they're set they're positioned together but they're actually uh enabled through two different um uh plugins the chat capability within uh service operations workspace or agent workspace is derived through the itsm or hrsd integration uh with conversational interfaces and the call capability is is available through the notifi connector integration with teams so it's technically two different um approaches for the for one for Chad and one for call um and and so that's uh hopefully useful information there um we had another question around notifications and I've included a a link in here around setting up I believe this is for VA notification um but actually let me let me take a pause here Adam do you mind to take a minute to talk in in a little more depth about notifications um so yeah I can I can definitely speak to the virtual agent notification setup so um you know the doc does actually a pretty good job about explaining the VA notification setup um so you you can specify which type of you know is it a record-based trigger like any like uh creation update deletion of a record it can also be an event based trigger um and once you identify the trigger then you need to identify who will receive the notification so those there's a bunch of configurations in that regard um and then the next steps is the actual notification content um so the content can be a set of messages which can be um script or just you know free form text message text based messages that um support markdown um so yeah then so you you have the notification trigger the notification recipients the notification content um one of the last things is the which is pretty new I believe in um I don't know if it's Utah or Vancouver but you can specify the actual delivery channel so um previously L to this new feature all notifications will be sent to All not uh channel so if you had um if you used uh VA web client uh VA Mobile uh teams and you know maybe some other channel then the notification will get sent everywhere uh so now you can pinpoint that you know this notification will go directly to teams and that's this um the link here is is um this middle one configure a delivery channel for virtual agent notification um and then the last part is you know optional actions you can you can set a list of actions and the type of actions that we support in VA are script based actions uh flow-based actions and obviously topic based action so when they click an action um like uh it will execute the topic that is configured so yeah those are all all the low down on on VA notifications thank you thank you so much Adam all right uh let's see a couple other items in here really I guess security related to a degree we had some questions around a restricting access by using a reduced permission set and today that that's really not um not possible um you know the integration requires uh the permissions that we have in order to deliver the functionality that is there and so there's no real ability to custom that today guys please speak up if uh if there's anything to add on or clarify on that um and then in terms of the admin uh capability to set up the integration there there was some concern around providing that and and the clarification I think we wanted to really make with it was you know even though an administrator can um get the perm has permission to set up the uh integration you know the the roles that are listed in the in the in the Square above here are what's required to to set up the integration itself but once the integration is done those permissions don't need to be uh provided to whoever has them anymore so it's really set up around just when the integration is first set up and I believe whenever a new manifest may be uploaded um so I hope that's useful um go ahead and uh move on we had a handful of questions we we've gone through these in a prior session so I'll just speak to them really briefly around will the Ser will the integration work with a a different portal than employee Center and that answer is yes we've got this embeded custom portal Tech uh product do that's out there it's goes into quite a few details around how to work with that and other things you can do with the tabs um if your admins are in different roles can uh these actions be performed without the Microsoft admin um and we talk here about the roles that are really required this is similar to one of the prior questions multiple virtual agents can be set up we've got a link to work with that uh listed here um we've got a note here around autol linking um and some directions about what to do if the link to service now link fails and then um we've got information around installing the service now addin for Outlook when you want to um integrate uh create tickets from any email so let me uh see there uh if there's nothing else guys please stop me but otherwise I'm going to get into a bit of a demo and I was thinking what we can uh what we could sorry start to show here so I'm logged in as as an administrator I had a lot of I saw that there was a fair bit of information let me look back at the poll poll responses again because I want to make sure that we hit these high points so we had a lot of people 22% were interested in the setup with the pre-published app I'm going to go into some of the you know if you spend more time with this uh uh integration you know we know we have our it service management and HR Service delivery Integrations with Microsoft 365 as well as our notifi connector uh let me just go into um service now so if you type in and you have one of either of those two integration uh uh plugins installed you you'll see this menu in service now and I'm just going to click into install asure apps U we do this a lot when we you know start to show off the integration and this instance is already is already configured uh so you can see here I've got the uninstall button showing that notify connector request based chat and SSO and activity notification are already set up um if this isn't already done you would simply need to um click it would click the install button and uh actually I'm going to just go through it real quick uh it should be pretty straightforward and this is going to be really quick I could clear a couple of uh tables to to run through all the permission and click-throughs again but basically I've got my Azure tenant already um set up with my uh administrator using that same email address and for a production setup this would probably uh be pretty pretty straightforward I'm just going to log in as my administrator and because we've already done these click-throughs and like I say uh it's just going to show up just like that and to really do the integration itself it it is that easy and again this is with the pre-published app um and I really want to pause because guys on the panel I mean if there's U nuances or caveats or Corrections you guys want to make I for sure want the audience to hear about it um but after this pla based connection is done to to continue to put the application inside of team teams we would need to put together a manifest and we would create that in service now and then upload it into our uh teams admin console and basically what you would do the proc process would be you would click on new and uh whether you were going to update your existing uh um application or uh not and uh go through this process I'm going to just click submit on this it's not going to necessarily upload a new one but you go through and this is where you know this is all information it would be included in your app on teams um you go through here you would you know connect your virtual agent um uh to your tenant whoops um and then you know here you could name the T the name of the tab for your um employee Center or whatever your organization might call that portal and you would go through with that and then get to the point where you could download a manifest and once that's done we would move into I think think I have I have it here bear with me going to admin. teams. microsoft.com log in as the admin all right and if you work within teams uh your team's admin would would be able to go in here and help with this and so it's important that there you know in lock step as you go to set up the integration you go into teams and manage apps and if you haven't already got an app set up then you would need to add it for the first time by uploading a new app but since in this instance I've already got one I'm going to look for service now for Microsoft 365 and it's here this is the existing app if I had a new manifest I could just upload it here but otherwise this has the details of of what's included and once that's done I'm just going to move over to uh one of my users and you can see here actually sorry I'm going to go through this one more time because we've got these cool setup policies that that really I think help make the implementation uh pop for your users right first you need to make sure that that this in this particular instance is a this application is available to your users so we'll add it as an installed app and then to to make sure that it's positioned on the left rail We'll add it will pin the app so I already went through the process of adding it um and and then I was able to uh take and move it into this second position and uh that's how uh that particular item was done and and when we go in here now you can see that for this user uh the app is is is in the second position on the left rail um it's got the chat set up here I've been you know he's had conversations in the past this is one of one of my employees and then we go in here and we can find employee Center um through that same app uh manifest upload process we also uh now have employees Center available in the M365 app and an Outlook um I'm just going to touch on this at a high level and then we'll break some additional questions break for some additional questions so when you go into the M365 app it's just listed as one of these additional apps and you can view it directly inside of this window and so the use case here really is for employees who are using all these webbased M365 applications if they decide they need something from service now or they have a question or want to look something up they don't need to go anywhere Beyond um beyond the M365 app they can access service now directly therein not only that um if a user is is working in Outlook uh the same thing holds true that say for your users who are more heavily based there they can simply you know go in and find um employee Center here directly within Outlook this is new functionality that delivered in our August release and uh quite useful in terms of you know making sure that we can meet employees where they are and that they get as much value as possible from the integration so I'm GNA go back into service now sorry about that um let me pause guys any any questions you want to speak to uh there's a bunch in here um I think now would be a good time uh there's an interesting question here why teams uh why not web XS or spaces or or some other um platform Jeff you want to speak to that one yeah was that me yeah yeah you want to speak to that one yeah great one so I think what we found is the prolific usage of teams has really gotten the attention um in terms of we're able to impact a lot more deliver a lot more value from a user perspective through teams because of its functionality we do have Integrations with um other other channels I think that with zoom and WebEx both and we have a variety of other Integrations but they just don't have the same level of functionality that we have here um I think because the overall usage and the amount of functionality that we can deliver therein is is not the same as it is with Microsoft teams but if you're interested in what Integrations we do have I would uh you know encourage you to check out the store and look for those other Integrations because they they do exist okay yeah one other thing I would add to that is like like Jeff mentioned we we service now not this team specifically but service now has many conversational Integrations um um with the virtual agent um with various different uh third-party providers um teams Microsoft teams is is by by far the most use and it's not even close um so I think due to that you know and due to team's uh Rich ecosystem of capabilities and and um all of those Fe all of those take into consideration why why we're investing so heavily in teams and why many of our customers are also investing heavily in teams um Integrations and and in their processes thanks okay thank yeah thank you Jeff there's another one related um will this be available for WebEx um I'm not aware of a WebEx integration Jeff do you know do we have WebEx and I think we do I know we have one with zoom yeah I know WebEx I'm not too familiar with it myself okay yeah the ones that I know are are teens uh for the VA standpoint are teens um slack uh Zoom uh WhatsApp um twio uh Facebook messenger Facebook workplace um line adapter um um web back I'm not exactly sure um but can you drop a a note um in the the post survey and we'll try to get back to you on that one okay right um i' seen a note too around there's a lot of capabilities being shown will there be demos where actual implementation steps are shown uh and then we can see that capability working and running um we've got a handful of demo videos that are out there and we actually have um a new course that I believe is being published uh in the coming days that steps through the integration um in in more detail so we'll make sure that that gets posted to to the community when it is live so please do um make sure you check back in the community for that I also try to make sure and I'm going to make not to this now to include a link to that training in our um post event follow-up email to all the participants right any other question yeah there's there's a a bunch but I'm wondering if we should try to get through the material and then you know try to tackle these all at the end or you bet you bet okay uh one item that I had so I'm going to change roles here I'm going to go ahead and I need to log out of my admin role and I'm going to log in as an an agent lack me and see where we log in with her I wanted to show so one of the things talked about sending notifications and then kicking off calls uh from records and and chats from records so let's let's get in into it with uh with her so I'm going to log in service operations workspace uh this is where we uh that it's the next experience in terms of being able to address uh incidence um we've got a variety open here and I've got this one that's open where LAX has been working with storm uh our our um employee Persona so we can see here in the overview section that there's a variety of comments that have in here and one of the things that I did for for this um for for storm in particular was I went and set up some notification so that let's just get back here and double check uh Storm's uh uh oh sorry folks I got I had storm set up here and and I think I maximized his window so sorry for this real quick here we go couldn't navigate over to that okay so here's storm and one of the things that's pretty cool that we were able to show uh earlier was whenever I set this notification ago that whenever there's a a change or an update to to an incident that it would trigger a notification so um I'm just going to enter in here test on uh notification ay storm are you there and I'm going to post that and I I went in I can show how how this was basically done but shoot it's right there right it's almost like magic um so this is just an example of what can be done when you go to set up a when when you want to notify um via uh a card in teams instead of an email uh that can absolutely be done here and guys I want to take quick pause I mean I went through and kind of hacked this together um and it was pretty straightforward I think I I had to create teams as a channel I think I might even have the techn note um sitting here configure delivery channel for VA notification I believe this is exactly what I went through and did I had to create teams and I went through and I followed this particular procedure so I'm gonna add this into the chat um and it was uh pretty pretty straightforward and lo and behold it it really worked like a charm um so I was pretty pretty uh impressed to to see that I think one of the other questions that we had was around setting up uh kicking off chats and calls um sorry and I should I should um go ahead and and just share this within s so as well so it's got this collaborate tab um and as I said before you know we have chats and calls one of the capabilities that's available with the itsm we're in itsm now with these incidents um with that integration is to set up the chat uh is to is to kick off a chat so I can kick off either you know I can open this one or create a new one and just GNA go ahead and do that here and this uh this capability was present even before I installed the notify connector and it is going to take and uh open up a chat with storm I'm going to continue this here all right and this is the chat now we're logged in here in this pink window as me and I'm gonna say hi storm checking in all right and um storm I probably did that a little bit too quickly it would obviously come up with this additional note but uh he's going to get the same thing right so so that's how the chats kicked off and that is base functionality from a call perspective this is where the notifi connector needed to be set up and and to the point around setting up a demo um I don't know that we have one that is specifically created around the notify connector but i' done a couple of test calls here but same same thing goes I can just click on start a teams meeting and if I can figure out how to for a moment all right um let me click on this and I'm gonna try to start a meeting it's pretty straightforward right so we've got it it's it's B B the title on the incident itself we've got LAX me in here as a default participant I'm going to add storm we could add additional people I don't have them set up on this instance but it could obviously be multiple folks if we wanted to maybe include another subject matter expert or uh something like that this will just take a moment to get going here continue in the browser so that I don't have any contention all right and here we go so this is storm and he happens to be on mobile so I'm going to pick up for storm and I might have a couple Windows here okay so I just have the two I'm going to turn down the volume and we've got Laxmi talking to storm and storm is connected with lme and that's um uh basically how to get this meeting set um there we go so I'm going to go ahead and hang this up but pretty straight forward as well with the notify connector sorry okay um I'm hang this up here so uh that's another je we just had a question about that is is what you just demo a pro pro feature no so the notify connector is is a standard feature it does not leverage virtual agent it is just a free plugin with a itsm subscription thanks for the question let's see here uh so we we did a kickoff of a chat we did a tick off kickoff of a call in terms of um so here I'm gonna go back to the presentation one of the things we talked about was um uh getting employees Center into Outlook and the M360 5 app so there's a couple of things that may need to be done it should work and and actually roit harsh this is y'all's baby I I want to I'd really prefer you guys spoke up and and talked about some of the activity to get into make sure that employee Center makes it into these other surfaces uh yeah so do you mean the question uh that that if uh Manifesto already there and if they want to upgrade to to 365 exactly yeah so so so I think it's if um there there was a question you know where people wanted to learn more about getting uh Outlook into or sorry getting employees Center surfaced and Outlook in um M365 um and and I suppose if we we're going to say that the Manifest has already been uploaded but it just doesn't seem to be like the EC is surfacing yet what some of the things people should do yeah so one thing can be to check whether the tenant is supporting that or not although I think Microsoft will be rolling out 365 for all the existing tenants as well uh but it would be good to recheck that that if it is being supported or not but if we have the new manifest version uploaded and the Tenant is having either preview features or the 365 enabled uh it should work fine all right and so this slide right here speaks to what I believe um you were just addressing right if the M365 U feature isn't necessarily rolled out to everybody in every organization which it just came out this year right it's a new feature that service now came out with uh because Microsoft made this capability available but you may need to go into to your um M365 admin Center and and make the targeted release available for everyone so this slide really kind of takes through and takes you through settings or settings or profile release preferences and this is where you'd be able to turn that on for others in your organization you can also do it for selected users as well but this is an admin uh sorry an Azure admin console or M365 admin console capability so you do this and then it takes a little bit of time sometimes I think I've had to wait you know 20 or 30 minutes in the past sometimes longer but then it has worked um Okay so we've got that and I feel like we've hit on oh manifest generation we did we did look at that as well so let's see here got about 10 minutes left and I had seen a couple hands up so uh let's go ahead and move to uh Q&A we're g to skip over that we've got a bunch of resources that are available here uh there's a lot of employees Center form activity as well as a course I'll probably I'll see if I can add in the new teams integration course that's been published to now learning um it it is just hot off the presses so try to make sure that that's available as well um and seen this okay thank you very much and let us know what we can do please also check out the event survey and let us know if you're interested in a workshop and uh join us on our next uh um webinar thank you so much