hi I'm Alice hi I'm Justin and you're listening to the otterly Alisa podcast who knows what we'll talk [Music] about hear you I got my headphones on happy hump day Riley and Allison oh you got a Carolina shirt on I do go Carolina it's my Friday so oh that's right you guys are headed to October Fest is that right y we're going to Helen Georgia Helen Georgia that sounds yeah hold on I'll show you a picture it's actually kind of cool the town is like a it looks all Bavarian oh that's why I've heard of it yes okay yeah is that how you say that we're Bavarian yeah but like it's all Bavarian Bavarian isn't that Clos waterfalls isn't that closer to me than you um it's 4 hours from here it we have to go up through Athens I wanted to get back to the first picture see is that cool oh yeah that's cool yeah oo yeah but they have all this stuff oh you might see you a bear I know yeah that's got to be close to here that's the Smoky Mountains yeah well Blue Ridge but yeah that's where we're going so now I'm curious how far aways Helen is it two L's no just one just one M Georg to Asheville let's see 2 hours and 24 minutes oh wow if I take us64 East see it's only like 180 miles from here but it's all like back road so that's why it's going to take us four hours and you're in aen which is outside of austa mhm so yeah you're you're Bas it's basically halfway between us yeah well if you're bored this weekend we'll be in Hell In Georgia drinking beer you you're not a beer person right I am I just don't like this is going to sound bougie or whatever but I'm like if Bud light's my only option I'm just going to drink water you know like I like Stella and I like ipas oh you like the pinky beers you hold your pinky out yeah I like ipas the best but I like Bud Light Kors light not my thing so hold on let me might be I um I'm not I was the same way and up here all the beers that I like have just because the tourism they've gotten so expensive it's like8 to $9 a pint now yeah so I'm I'm a Budweiser like in betweener you know what I mean like yeah if if there's if everything's eight or $9 I'm going to drink a Budweiser not a Bud Light Bud light's like water see I don't mind like Bud Select or like one of the others but yeah the light stuff just feels like you're drinking bubbly water I don't mind am still I I haven't tried that one it's it's not bad it's good for like a beach day cuz it's very light and often anymore yeah you're not going to get dehydrated on the beach and yes exactly and we like High noons I don't know what that is it's not beer it's like there's a vodka one and a tequila one and they're both very that's why I don't know what it is I know better than a t liquor um see I'm mostly tias and soda with some lime or lemon if I'm doing liquor yeah so I think we've talked about the Tios and I think so before yeah otherwise I do red wine yeah red wine I know is Allison's goto I haven't bought another box since the the the Box experience that's fair I've started just like buying a bottle when I'm at the store because we have like a little wine rack yeah just while you're there keep it keep it keep them coming yeah exactly smart how how are how are things in um service nowland they're good I think you have you done any Vancouver education yet I know you've been super busy um we are validating our offering because it's certified on Utah we're working on getting it good for Vancouver so that's been the extent of you getting like know knowing what needs to be done for it to be on Vancouver okay yeah anything stand out like that you were like oh this is interesting not yet I did so I'm I don't remember if I told you I teach service now fundamentals two days a week at night no you didn't tell me that I didn't know that yeah so apparently thinks that's worth celebrating yes and so it was funny because I did my all the demos I have to do are in my PDI and I did Vancouver instead of Utah I was trying to find something and I was like where is it I was it had to do with like the taxonomies for employee Center and I could not find it to save my life and what the notes had for the demo wasn't out of box so I had to go do it on the Fly and show the the class how to do it because it wasn't out of box per the instructions so yeah yeah so I had to go find out find where they moved it so and that's a service now now learning course right wow you're up in there in like the with the big big big boys or big girls no it's for NextGen so they needed some instructors and so it's 2 days a week for 10 weeks and it's just like 2 hours on Wednesday and Wednesday so yeah it's not bad not that no and there's no prep work it's fundamentals you know like for me it's there's no prep work yeah it's basically if you don't know this you shouldn't be doing your job exactly if I don't know how to teach fundamentals or not maybe teach it but if I don't know the concepts in it cuz teaching not everybody could teach so I I've been in your shoes where I'm going to do something and like now it's not working as expected what what's your Goto to kind of like like how do you keep this the car on the road well so it's a little bit different when you're training because I can't just like BS U-turn out of it because I'm actually trying to like teach them the concepts so it's a little different but I was sitting there thinking like well I'm an instructor but I like do this for a living and like I know how to navigate service now so I'm like what if it was an instructor who like not b instructors but usually they get the content and that's what they know and they're very good at it but like what if a piece it's missing they going to know how to Pivot has been like the only question because there there's been a couple things that did not match the instructions um that because they give you like a demo script like it's like click here click here click here and I was like well you guys are going to get an on the-fly demo and then you know me I they had us showing them like service portal in agent workspace and I was like these are deprecated I'm not showing them it's just it's noten you don't don't bother learning this yeah well I like we had to talk about it but I was like just know these are deprecated they're no longer supported here's what we should be using instead so I was telling my friend the one that asked me if I would mind you know being an instructor I was like sure you know like that's fine it's only 10 weeks and there's no prep work I mean at all I just show up and go through the deck but I was like I feel bad for these people cuz I'm like all over the place of like this is deprecated this is deprecated and here like all these different ways you can do things she was like it's probably going great for them I was like maybe I I think it's you know it's it's Achilles heel and it's it's superpower at the same time time service now is kind of like big and Broad and lots of stuff is coming out and going away and yeah yeah well so Monday was catalog items and flow designer trying to fit that in two hours like I ran out of time because I'm just like trying to make sure they understand structure and how it all goes together and you know I love flow designer I taught flow designer I'm very proud of myself and I didn't even mention the old workflow editor so um for catalog items do you mention catalog Builder or do you stay away from that we had to do it in catalog builder for the course y i I still don't care for catalog Builder I think it's too many steps it's definitely like it's it's I'm like I'm going to get in trouble for saying this I totally get it for non-developers who are building catalog items yeah that's much more appropriate that I was going to say I totally yes I totally understand the concept but for me who understands it it's just way too many steps but I get it for like non-developers yeah and I you feel the same probably about flow designers yeah yes well I'm about to record a video I haven't done it yet I was prepping for it last night and it has to do with flow designer um I have a action that posts my video title and date time to Google Calendar on my Google Calendar right so and one of the steps is you have to build a payload for the rest message right so you got to build an object basically a Json object and I had done it with a script so there's a bunch of JavaScript where I'm formatting the date the way it needs to be and I'm building the object putting the time zone in stuff like that and in Vancouver there's this new Json Builder step in uh slow designer and so I was like oh this will be interesting let me see what it's like to build it here versus the script and it literally took like a maybe a 20 maybe maybe that's too much 15 line script into drag and drop into Json Builder and in order to do my formatting I was able to um do the uh you know how you can click the little FX on a data pill and apply the data Transformations so I'm going to record that but I was impressed with what I had to do in a script before I was literally able to not know any script and go put it into this this Json building stop so to your point of someone who's not a developer who's never scripted a day in their life these tools are great um but it is yeah no like I said it's hard cuz I'm trying cuz there's a couple people in the class who have a technical background and they're asking things and I'm like that's kind of beyond the scope of this course here are the courses you need to go take because they're like are we gonna learn scripting and I was like No And if you are I'm not the girl to teach I said I learned by trial and error and code academy is a great website I was like here are all the tools and they were it's so funny because a lot of people think oh if I get my sis admin I'm going to get all these job offers and like that's not reality like you have to be able to actually cuz I'm always like you need to take iil and understand the concept and the theory and how things work together and yeah they're all like oh I'm like you know it's great get your assist admin it's a great thing to have but it's not going to land you a job potentially it's a good check the box but you have to have some of the other Concepts yeah I and and even technically skill-wise it's a good thing to have but until you go until a customer customer until a user says I need X Y and Z and you have to go translate that into something in service now and then show it back to them until you've done that that's a whole another skill set because you might know you might know where to find the taxonomy but what do you do when the taxonomy doesn't work like it's supposed to and it's not out of box yeah or in the case yesterday when I was doing my script uh by the way I was missing um the error engine said I was missing a closed parentheses and I'm looking through this script I'm like there's no missing closed parenthesis I even sent it to chat GPT and said tell me where my missing closed parentheses is and it goes it's right here before your input outputs on your function and I'm like no it's not missing there it was a it was a curly brace further up that was missing and because or no it was an extra one and because it was extra it thought I needed I was missing a parenthesis so it's like even the error message is wrong so if you and it's situations like that until you do them yeah I will say also is that the real name of that little bracket cuz I call it the squirly bracket I don't know the official name I call it a curly I call it the squirrly bracket squirly bracket I actually I might adopt that one yes cuz I don't know what it's call I think on the otterly Allison podcast we should call it the squirly brace for sure yes bracket or squirly bracket see I'm already messing it up I like drawing them I do too like sometimes when I'm taking notes I'll be like that's grouped and I'll group together yeah visually it's a good uh it's a like because it tells you exactly where to put your title for the group you know it's right there in the middle exactly exactly but yeah I like I said that it's funny to teach fundamentals because I was just sitting there I was like man if I could just sit and teach fundamentals every day like that would be awesome like it's these people who are like really wanting to learn and yeah they're they're hungry yeah well you know what you made me think of just now was um going back to what I was saying about the script versus the non-script right so yesterday and day before yesterday Monday and Tuesday we've been pre-sales have been getting fed all this AI material right we're getting enabled on the analysis stuff and one of the cool ones to me is analysis for creators which is basically a code helper you type in a comment and say I need whatever but that's in a script so now like do we need the drag and drop data pill because now our non-script can come in and just tell what they want so I'm wondering like yeah where's this going to go is it going to is the stuff in flow designer are going to go away now because now assist for code makes it easy now I will say when I so I went to knowledge and while I think I'm very skeptical of AI not because I think they're going to take over the world or machines are going to come to life none of that not a nihilist I'm not I'm not one of those people but the script they showed like that they were touting is really good and this is not a DI feel like some of the script was bad like it went against like their own best practices yeah yeah and so I'm fearful that people will start being like Oh well this will just do that for me and then it's going to eventually get them in trouble down the line and then a lot of so there are certain people are like why don't we use AI to respond to rfps and I'm like well I said once again I'm not anti- aai but what if every every company does that and now everyone has the same responses and it's not unique anymore and it's not putting like our spin on how we're going to do it you know what I mean like and so I'm like you can't just use AI to replace like the human element of things and that's my issue with it I think it's not because I think it's coming to life I just feel like it's taking the personality out of like who we are you know I I agree with you to extent to an extent I know um and let me just I want to put it out there that um I think there are those people you're exactly right who are going to oh I can have ai do it and you they're going to Coast right and say oh you know let me file my legal briefing with the Supreme Court using chat GPT bad idea what I have found my symbiosis with it so far is get let me get to a starting point so like hey write this script write or give me this script to you know search this string and replace all the I forget what I've done right and it gives me a starting point and I'm like okay I'm going to tweak this and tweak this and tweak this for that I love it yeah but it's the people who are just like oh no it'll just solve all our problems and we can remove the human element I'm like no you still have to like put in you know yeah I think for a Creator I would I would say a service now Admin falls in the realm of a Creator and that they're creating yeah uh workflow functionality right for them you can use the AI to jump start and feed but you still need to apply your human yeah oh oh I it's great here's the here's the tagline apply your Humanity to whatever it is that the AI generated and that's going to be your value ad and that's going to be our clip one thing I will say so the biggest Gap so because I do help with next the next gen program so Shameless plug for them but the biggest Gap is if you've never been in Tech or no agile like working from stories is it's so confusing if you don't know how user stories are written and so fortunately service now training all of the labs are done with user stories it still doesn't give you like real life scenarios of as an incident user I want the caller's phone number on the field or whatever but it at least starts getting them used to it but like that's like the huge like learning curve is people understanding the whole story concept and so once again I'm doing this training and I'm like here's what a user story is because it it doesn't introduce it in the course it just starts using them right assumes everybody already knows let's break this down and I think there was one slide but it it was very quick and so I was like okay let's let's think about it you know like here are the pieces here's what it means and do you have an opinion user Stories versus requirements do you have one prefer one over the other I like well I mean generally requirements are going to be an overarching piece and the user stories are going to be the components to meet the requirement so so you still use them together you're not mutually or you're not exclusive yeah and like for our user stories one of the things I struggled with when I became an architect was trying to write a user story but I have all the technical in my brain and so we created like another field that was like technical approach or technical whatever just so like we can get the technical out of our brain to write the business story and the technical helps us upskill our people because if it's a junior working the story and maybe it's a little bit more complex and they want to try it they've got the approach of like you know do a onchange client script I'm not going to write the script for you but I'm going to give you like this should be a client script versus a business role or this should be a script include versus this and so they get like with chat gpp getting them started yeah they're started on how it all plays together I like that that's good for for growing and learning yeah and chat GPT isn't going to help you through that that's situation right there in fact I think that's where you might start seeing some bad practices too where yeah um you know yeah here's a business rule when it should have been on change um or a script or something so yeah I'm still proud that we stump chat DPT last week we did yeah we did and actually so I went back when I edited um this past weekend and CU I when I do when when I edit um I'll show you I actually take notes so you can see like I'm writing down yeah everything that we talked about and then I'll take those notes and I type them up and so for example indigenous people's day I was like let me search this make sure I spell it right is it capitalized is it not capitalized right so and so I got to sandites again I was like oh crap so I went back and um I uh not to chat DPT but I sorry because it didn't work last time I Googled it I have on Google enabled Bard so when I Google something the AI will sometimes come in at the top and like summarize it and it did it came in and said sandites are from Sand Springs um Oklahoma and it had this little background like well at least one AI knows about it so that's funny that's one for Bard and zero for chat GPT yeah so I bet you didn't know my process was so manual did you some of it yes some of it no yeah well I didn't know you were like Googling and things but that makes sense yeah cuz sometimes we'll talk about stuff I don't know like um but bies was one where I didn't know how to spell it um s Springs is another one Teenage Mutant Ninja Turtles I knew that one thank you which by the way happy birthday Dexter he had his birthday oh no he had his pictures oh so we got hey I got a sneak peek back so I'll show you just to warn y'all as Allison said he's a ham and I think he lives up to it he does he only did one creepy smile so does he do them on purpose because he know how to do them no so you know how well kids just like go through this pH where they're like they just like weird well they just like it's so fake and so for him he loves these we have these books about farting he's a boy whatever and they're holiday come up yeah so he has one that's like Gus the gassy ghost and he has one that's Taylor the toot and turkey and they're all holiday related but toot and turkey just cracks him up so whenever he was doing the creep creepy smile I know I'd be like say toot and turkey and he would just start dying laughing and so the little um our photographer she was like oh my gosh I'm totally using this to get him to smile and I was like yeah so here is one sneak peek of him so he will be fire oh my gosh oh I know it's a little man I know and then we had this as well his little legs crack me up he's like just chilling so those are the only two I have that are that's adorable sneak peeks so and then the this service are they're going to send you like a whole like portfolio of stuff yeah so it's she does um photo mini sessions so they're only like 30 minutes and then you get she edits them and then you get the little what's it called The Print release or whatever so you just print them whatever size as you want okay yeah she's not in cool yeah she doesn't do like the print stuff she just does that but yeah he was haming it up as usual so you know and he's going to be five half a decade I think we talked about the last time one whole hand one whole hand right what he's excited about so oh man good I got his invitations oh I have a fun story about kindness so I ordered his invites which I'll show you see very cute k l creative who created them so a but they're super cute and I order them like I get them printed at Staples Well normally I do Vista Print but it was going to take too long and I wanted to get them out earlier and so I they're supposed to be like same day pickup and I was like I'm not worried about same day pickup well they called me and were like hey they're not be ready today can you come in tomorrow too I was like yeah no problem so like go in the next day and apparently you can now do Amazon returns at Staples I know interesting and I had one so I was like perfect I'll just do it all in one go so I go in and the girl's like I was like oh hey I have a print order and she was like what I was like yeah I have a print order it said it would be ready today too and she was like I've been at this station all day I haven't done any print orders and I was like okay like can you just make sure you have it like in your system and she's like yeah so she comes back she's like I'm so sorry it's not done and like just kept going I was like it's fine C can you just call me when they're ready like I I'm good I just please let me know so I don't drive back over here until they're ready she was like oh my I'm so sorry so I go to pick them up she gave them to me for free oh W because I was so nice the day before and didn't like cause a sake and she was like it's just that usually people are just so upset I was like there just invitation like God the four person yeah I was like what has happened to her to make her so yeah Jesus so I got his birthday invitations her so a I know and then I just felt so bad for like meeting like no big deal was you know it's times like that that I hate I don't carry cash because then I'd be like oh here's a five for you or something you know yeah you're obviously having a rough day yeah I've I don't know the last time I've been to Staples but I think it was probably to buy a printer when I started working here because I had to print out my some form to sign and scan back so yeah I was like a printer I don't have a printer oh so my favorite there's an app on your phone called scam genius I don't know if you ever used it but it's amazing cuz like our printer God love it it's not very old but it just it will not stay connected to the Wi-Fi even well I haven't tried it with the fiber but it just it would not stay connected and so it was a pay in the butt you'd have to like bring your computer over to the printer plug it in keep the cable and so the scanning once again just too hard why you scan genius from stuff and it saves it as whatever format and it looks just like these oh like for like receipts or whatever yeah I use Evernote that's what I use yeah nice I've been an Evernote user for since I started yeah so nice well nice little episode number 33 before you are off to drink beer in Helen Georgia Ste for October Fest so hopefully you'll get to see some fall colors I'm sure we will it's been to only be in the 60s while were they I'm so excited it was 30 this morning and it's leaves everywhere let's see it's 54 right now so yeah we had a frost it was nice nice and Chris all right well have a wonderful rest of your day and uh if I don't talk to you before you leave have a wonderful time off I'm sure I'll send you pictures yes definitely text me all right take care Alison bye [Music] w