this video shows how to collaborate with other stakeholders including requesters and subject matter experts in the service operations workspace using notify and sidebar the service operations workspace is a centralized interface for agents to work on assignments and starting with the August 2023 release agents can collaborate with subject matter experts and stakeholders without switching back and forth between service now and other applications such as Microsoft teams pilo Zoom or WebEx integrated collaborations Leverage The Now platform's notify capability allowing agents to initiate and manage their collaborations for requests incident change and walkup record types let's see how to start an MS teams or sidebar chat in our example Tammy is working to resolve this incident but she needs more details so she accesses the collaborate panel to start a chat with the requester she can start a collaboration by selecting an option here in the menu or by using one of the the recommendations you can conduct chats through direct integration with NS teams or by using the sidebar discussion option the requestor on the other end with required configurations can continue to chat from Ms teams note that you can also contact stakeholders via their contact cards Tammy needs to get answers quickly so she starts a conference call with stakeholders to get their expert opinions we access the collaborate panel to start a new Ms teams call the Windom provides recommendations for groups and individuals to be added to the call when a group is on call only the on call users of the group will be invited to the call we simply select those we want as participants on the call and finally we enter a brief message for our participants and start the call the on call escalation process ensures that calls will be sent to the next on call person if a person you added to the call isn't available here's how it works if the person designated as primary on call doesn't pick up the call in a specific period the call will be sent to the secondary person and the system will continue to rotate through the on call roster until a person answers the call the call appears in the activity stream we can open the provider application using the join call link and here's our call in NST back in the workspace the detailed view of the call provides options to share the call by copying and sharing the Deep link generated and view the list of participants we can view the details of the record while we're on the call and easily switch between calls as well as start sidebar discussions in the calls tab we can manage our calls by copying the invite to a call joining or leaving a call adding participants or ending a call viewing a call recording reinitiating a call and so on SMS capability is also built in here we send an SMS message and it appears in the activity stream notify brings a new level of efficiency to the service operations workspace with embedded collaboration capabilities to improve agent productivity for more information see our product documentation or knowledge base or ask a question in the service now community see