all right welcome everyone uh let's quick start the session today so today's session is going to be about uh exploring service now for Microsoft 365 um and teams um so before we go on further quick reminder on safe hour notice so in case um if I'm using any forward looking statement this should not impact your buying decision all right um so the session we are running today similarly we do have other sessions as well planned for our um um for our customers audience you can join us uh in future sessions by scanning this code or if I can quickly share the link as well so this is how you can um you can join us in future session by following this L link and uh please do self sign up all right great great good to see you guys all right uh let's move on further uh housekeeping rules so this session is going to be recorded as well as it is going to posted on service now Community page uh along with these uh presentation so no need to worry about recordings uh and the presentation you will have those uh uh post this session if not today in days you will have those available for your reference with this um just quick introduction about myself uh myself J Johan based out of India service now office here in Bangalore uh I'm part of product success Management Group here in service now and and do take care a couple of customers in in a region uh with this quickly move on I'm going to skip the poll uh so that I can have enough time to uh quickly run through the session uh just to remind you in case if you have any question in between you can uh utilize the Q&A button uh in the zoom um screen you can post your question there uh I'll try to pick those questions and respond you [Music] um yeah with this let's quickly start so uh why organization they they want to um adopt a better communication Channel like Microsoft teams uh and better the best workflow um solution like a service now because they they want a better experience for their uh uh you know your the employees their end users um of course they want to drive efficiency as well so this is what the missing critical um statement behind the the overall integration between both the platforms uh Microsoft ecosystem as well as service now platform with this move on so what are the common challenges that typically we we see in our uh day-to-day work life um as an employee uh if you have so many different communication uh apps or channels and you know employees they they feel stressed um multiple apps uh will drive ineff inefficiencies uh during the the work uh day uh you know if you are if you're working on different different apps uh then of course you will uh miss out the information right so these are the common challenges that we see in our day-to-day working life so why service now for Microsoft um the reason behind it we partnered uh with the Microsoft ecosystem is uh you know by just marrying the the one of the best communication um you know uh environment along with the best workflow platform like a service now they can uh they can marry together and and really uh provide a you know efficiency and as well as the better experience for uh for the their end customers uh not only while um having the communication as well as uh having a relevant information uh at the one skin at the one app so this is what the reason um how our end users they can give benefit or the employees they can benefit um of course if you have um multiple actions together at the one app or one scheme this is always driving um happiness in the employee it will increase the product uh not only uh and users as well as agents as well so so this is what the um the idea behind here uh it will give optimal collaboration option um agent with end users and end users uh back to the agent right so let me switch off my video for a minute um during the session that we have better skin all right good um so uh by having uh integration between uh service now platform and Microsoft teams or even uh 365 ecosystem it is going to uh speed up and it will increase the efficiency for agent it will increase the efficiency of uh employee to have everything together at one um uh you know screen uh ultimately what it is going to drive it is going to drive the deflection and incidents uh you know it is going to help agents to resolve cases Faster by having all the information at one place B it is going to bring internal uh and as well as external stakeholders together U you know in in such situations where we have a major incident we have a major problem in the system and we want to mobilize our resources quickly so so you know these Integrations will really help uh ultimately to uh to have a common platform for that users with this I'm moving further um so what exactly drive it uh if you talk about the different personal as uh so what what this integration brings for CIO uh for ciou I think is really maximizing their uh investment um to bring the efficiency and the collaboration uh within within the organization so this is what the goal which is fulfilling uh this integration uh for service owners you know it is always always handful and easy to um to mobilize the resources in case of such incidents where we we need a uh quick communication uh you know between employees between teams to mobilize them for agent I think it's super easy um you know it's a it really gives them uh to collaborate all the information in one scin it gives them flexibility to uh engage with the end user to uh understand the issues in a better way uh and then respond them and close them quickly for employees uh I think one of the best easy is um you know they can really utilize the power of service now within Microsoft teams or even uh Microsoft 365 ecosystem so it's always it's always a a great uh experience for them with this so I I was talking about the scal right so so see so many different uh things can be done by using this integration so whether it's a you know getting employee Center or your employee portal um on the Microsoft teams or 365 in um ecosystem whether it's a notification actionable notification actually where it can drive not only just give the information as well it also give option to act on any information uh within uh Microsoft ecosystem so for example Microsoft teams right so so you can see the variety of U uh use cases it can cover by having uh both the system in integrated uh Microsoft as well as service now uh of course there is option to have a live agent chat deal with MIM or major Incident Management um you know using the flow designer spokes to utilize the capability of Microsoft uh uh graph apis um and then um you know uh this is what the newest edition where employees they can uh utilize uh service now um service now employee portal within M365 Outlook uh uh ecosystem so see the scalability uh with this I want to before I moving further I want to see if we have any questions okay not till now awesome so as part of the session I will uh cover up couple of demos as well um so probably we'll learn how easy it is to set up uh uh this integration um you know between both the systems so before that I would like to talk about uh you know how we drive the efficiency by U by integrating both the system so you can see the employee Center or employee portal popularly known as within service now can be uh accessible um in M365 ecosystem or Microsoft teams uh which I will show you in a few minutes um virtual regend capabilities can also utilize directly in Microsoft teams uh uh so you know end user they don't need to really um go into service now and start having the virtual agent integration they can utilize the the chat or virtual agent capabilities within within Microsoft teams uh for agent uh there is really a good uh option so we have something called service operations workspace uh One Stop Shop for agent to um to you know solve the problems incident change U everything together at one place for them to act it will reduce forther mttr or uh it will help to improve the uh meantime to resolve by utilizing the team conversation and conferences um I think for um um for the MIM uh uh management it's easy for them to utilize the major Incident Management capabilities and uh they can utilize how teams can help them to mobilize their team to have a transparent in communication uh and of course agent uh can also initiate uh chat with employee or the end user to understand the issue better and help them or resolve the issue quickly so these are the couple of capabilities we'll see indivually them in in our uh in our demo session with this if you new um or if you don't know about the employee Center so employee Center in service now is really a um a on stop uh shop for your an employees uh employee Center really covers everything that is required for your employees within organization whether it's creating incident or getting a KB article or understanding the holiday plans everything all together in employee Center so in case if you're not using now you can start using the employee Center for your organization and and see the efficiency so what what brings here employees Center is now accessible within uh uh Microsoft ecosystem or M365 ecosystem um you know end users or your employees they they can uh interact with the employee Center or employee portal within uh within Microsoft team uh inter face itself they don't need to really go back and open the page separately so this is what the capity really uh is coming through this uh integration uh let me move on of course uh your employees can use Virtual agent uh capabilities that we have in service now um platform and uh you know VA conversations can be initiated within Microsoft teams uh so so see the power of uh you know that employee will get they don't need to really go away from from their own favorite communication tool if they're using Microsoft teams they don't need to juggle here and there um we do have something like a live agent support within Microsoft teams so if any um any of your employee they they they want to connect with uh with the agent then they can they can really utilize uh the live agent support within Microsoft teams they don't need to go back and open the service now um page and then uh start the uh interaction um so I as I already spoke about service operations workspace I'll show you more capabilities when I go for demo um yeah also I want to talk about uh how easy it is to configure um both the systems uh together before I go there quickly see if I have any questions uh okay no questions as of now so seems like we are going good uh don't hesitate to ask question in in the Q&A uh section in Zoom all right so I was talking about how easy it is uh to integrate both the systems right um if you have your Microsoft teams tenant uh uh I think then then simply it is you have to just install a couple of plugins um from the service to store into your service now platform or instance and and simply you can um search for service now for Microsoft and then you will see this option install as your apps very easy um you know just clicking by Mouse you can install the application so it will look like something this um you will have this uh application uh once you install the necessary plugins on your service instance then you know simply just click on the install it will install the app it will just validate your uh uh your integration with uh Microsoft by you know um by just logging to your um uh your tenant uh once you have authenticated um then probably yeah you will see you will have this kind of a screen everything installed you know notify connector is ready uh request page chat all this is uh it will be ready to use uh within service now okay uh step two would be so once we have both the systems uh connected uh The Next Step would be to really um generate a manifest file which will bring lot of capability to uh customize um your experience uh for employees so if you go here click on service now for teams uh click on new uh then you can really customize your experience how how you do uh what kind of experience that you want your end users or your employee U should have when they access service now within Microsoft team so you can customize really you can really um you know change the names you can use your own company uh name you can use uh your own branding uh you can customize this uh thing all right uh the moment you have finished your customization you will have option to uh if you want to connect uh multiple service instance with your uh tenant Microsoft tenant you can choose the option uh if you go with the single tenant then you can J utilize the inbuilt apps uh within Microsoft uh ecosystem uh that service now will provide uh by default so uh in case if you want to use multiple service on then you might need to generate your own app uh that is not something very complex uh but yeah always go with uh the default apps uh very easy with this um you can customize the name of uh your employee Center or your portal that you want to show um you know uh within Microsoft teams to your employe PR um and that's it done download the Manifest file U this is something your uh configurations spe specific to your instance your organization uh The Next Step would be step number three is to upload these manifest files on the Microsoft teams uh admin Center uh pretty simple go to Microsoft team admin Center click on manage apps um and if you uh if you want to you know uh if you're uploading this app first time then you can upload a new app here and upload your uh browse your manifest file which we just downloaded few step back uh like this and upload the moment it will upload uh then uh the same customized app will start flowing down to all of your employees uh uh Microsoft teams you can uh keep little bit flexibility on the policies so you can review those policies uh you can really um set you know for employees where do you want to show the service now teams app within Microsoft teams you can customize this and that's it before I jump into the M365 setup I would like to see if you have questions I can see okay there's a question so we are setting up service test team is there a functionality that would allow us to survey the employees after and interaction so can be trackable and reportable um you can utilize U um so the question from Joan R so this is something about if they want to initiate some kind of a um survey once once they finish the interaction so yes I think you there are couple of inbuilt um uh conversations within virtual agent in service now you can utilize those conversations and initiate the surveys uh post the interaction so there is no setting required in team so I think this is something you can do it in your virtual agent and it will start reflecting your interactions in Microsoft teams as well hope this answer a question there is another question are there any additional considerations for cloning if you connect a sub prod instance to teams in addition to production and connect to a specific okay so there's a question um is there any additional considerations for cloning if you connect a sub production instance to teams in addition to production and connect to a specific BT in teams so of course you can connect multiple instance service no instances um uh prod and subpro as well um the only thing to keep in mind is if you're connecting multiple service now instance then you might need to configure your apps um so which I'll show you what I'm talking so there are a couple of inbuilt apps within Microsoft teams which service now provides and you know um taking care all those apps so in in case if you want to utilize multiple service stands to be connected with say Microsoft teams like a product and production and sub production you need to really um you know uh take care of those apps manually so you need to um keep them up to date you need to uh taking care of them uh right so you cannot utilize the out of the box uh apps in case of multiple instances so that's only take care rest everything is okay definitely um you can you can attach multiple uh instances I hope this answer a question uh so with this no more question let me go on um so I was talking about Microsoft 365 uh which is something um recently released uh in service now in the month of August uh two three months back so now we have capability to um really utilize service now uh you know um employee Center within uh Microsoft 365 login um and this is something very easy there's nothing um if you are using the out of the box apps no customization then you will uh you know no need there's there's nothing required as such except these step four and five so you need to just take care of these U statements uh which of course uh so sometimes work it works directly in case if it doesn't work then um these are the two steps you need to follow um the another step is on the policy side so you you know um so in case if your end users or employees they're not getting a M365 uh uh version of uh employee Center or service Now options then uh these are the couple of settings that you can you can run through uh to keep it a little flexible you know um so you can um you can release um these uh Integrations to your um targeted uh saying that you know within my organization um uh let all the employees they start using that uh so you can control the the release uh by default Microsoft will keep ner release for everyone but you can uh set this option to uh to have uh those indications visible to all of your employees um yeah so now we are on demo side before I go to demo I can see one more question here uh there's a question I have created a new bot in teams as you to connect the sofro instance but after cloning it doesn't accept the detailed app ID secret EDC and trying to reconnect the post clone sub back to that teams Hy offline all right so probably what I can do uh can so the question is from can I can add one slide uh at the end in this presentation so once you have these slides available on Community page you can you can refer the slide and and run through these scenarios awesome thanks there's another question popped up is there recommended approach to test the integration in nonpr if we have a nonpr instance but only a production assure uh of course so we you know as a service now we always recommend to uh have um testing done on nonpr instance before rolling out to your uh uh production instance um so yeah always test uh with your nonpr instance try to connect apps uh run through a couple of scenarios uh before it rolling out to production instance and it's very easy um I just simply click click click and it will just integrate in few minutes so good awesome um let me go further down to show you how this looks like [Music] um so if you can see here um uh I have um I have I have service now instance open um in in parallel I do have uh Microsoft environment is also opened here so um so you can see if um you know um I employees this is what my Microsoft teams is you can see there's a option here um called service now chatbot so this is what I was talking so when you upload your manifest file you customize this chatbot and and uh you can see this app within your Microsoft teams environment this is really gives uh uh option to really um you know uh utilize the service and offerings within Microsoft team so you can see U there is a option to chat here I can so you can have a chat you can utilize the virtual agent chat here within service within rosoft teams you can also access your employee Center here um service on employee Center here uh other than this Microsoft teams I was talking about 365 right so um if you go to if you log to your Microsoft so 365 environment then um you know it's very simple uh you will see this chat uh Port option here as well service now app you can open this app and uh within Microsoft 365 login you can really uh utilize the employee Center uh so as an employee I do have flexibility you know I don't need to go back somewhere else I can just utilize service now uh capabilities within uh M365 environment similarly if I'm a M365 um Outlook online user then yeah I can just simply log into the Outlook online and then uh here also I can see app here service now I so within Outlook I can utilize um you know service now uh employee Center so you can see these are the couple of uh capabilities so if I can quickly show you um in how it looks like uh in service now instance and how easy it is to configure uh if you go to your instance search for so once you install the necessary plugins you need to come to your instance uh search something like service now for Microsoft teams so you will see these options here the first step uh um if you don't know how to configure I think if you recall the the ppds the first option would be to uh install as your apps um and as I mentioned so you know the moment you will hit the install button it something already set up for me but if you see the install button here hit the install button it will authenticate through your uh Microsoft tenant account and then will install all these so you know boom all the apps are ready to um use the next step was about the Manifest file right so simply go here again and you will see this option service now for Microsoft teams open here um you can click new what if I can show you um so you can you know create your own uh experience that you want to provide to your employees by customizing this uh bot or uh manifest file so you can do multiple things here branding uh names everything you can do it here you can download this manifest file um and Next Step would be to if you recall uh you need to go to your admin Microsoft team um log to this portal uh click on manage apps um and if you want to upload your manifest if you're creating a new app then you can always upload your manifest here um I do have manifest already uploaded actually I'm using the default uh app so you will have one default app as well so if you're not using multiple tenants you can always use the default app you don't need to um you know uh simple you know use this app if you want to do some configurations if you want to do some uh some kind of a rebranding in your manifest you can always upload your new uh manifest file here and uh once this uploaded it will take some time to start reflecting to the end users Microsoft teams so this is how how simple it is um I think um let me see if I have more questions on this indication okay no questions awesome good um so with this I would like to show you couple of scenarios that something how you can utilize um these capabilities um you know for your oranization um if I really quick you quickly show you scenarios so for example I am an end user and if if I'm an ed user so I am Hana um and I'm facing some issues oops load so I'm an Walker um and I want to take some help so I will simply I don't need to go back to service now instance I can simply go to my favorite uh communication tool Microsoft teams I can come here and you know I can do so many different things so I can access employee Center I can check the status of my tickets and uh you know holiday plan holiday calendar everything uh on top of that I can really interact uh uh you know with uh uh with the virtual agent within Microsoft teams um I think the easy way would be say hi and whatever backend uh um flows configured or you know in your instance um um so those will be available here and as an end user I can choose from here or you know if I'm facing issue with email or whatever issue I'm facing so I can utilize uh you know uh these things so for example I want to know the status of my ticket yeah so it is giving me option see you have so many tickets open which one you want to check the status I want know the status of this one so there was a term called actionable notification right so uh this is what something uh we have here um you know not only just give the status of my ticket as well as uh it also give me couple of uh actions around those uh uh information items so I can really literally go to incident um directly from here it will open the service now instance and it will show the insent page uh it really give me option to add comments if I want to um say yes I want to update say for example no I'm als not getting send right so if I simply I can just you know uh I don't need to go back to my service stand for all those things I can simply go here and um you know have have those uh uh actions done within my own favorite tool um what else I can do so as an for example if I'm an end user and I want some help then uh simply I can go here or say I want a help from live agent um then I can utilize something like this say I want a product support so while doing this if I while while I have Direction this if I want to show you the agent view um okay so this is what my agent um and I logged in within service now uh in service operation workspace um then uh if you guys are new then service operation workspace is a onetop shop for agent um where they can log in they can see um you know all the uh um all the you know um uh potential actions where they need to act um whether it's incident or change request everything together at one uh view so for example I'm an agent uh and I'm ready to help uh my employees uh I a Hana Walker employee and I want some help so it is asking me to describe your question so okay I'm facing issue with say uh oops email okay so it gives me a couple of uh articles to read through um say yeah this is not something to help me to resolve the question uh so here you can see I do have option with the Microsoft teams to contact an agent if I click on agent yes I want to contact then yeah so see this uh it's really just waiting for some agent to pick up as an agent if I come here within S I can see this chat request and agent as an agent I want to help Hana Walker so I can accept this so it really gives me options see as an agent I do have the historical information uh from this user of you know what kind of questions how much virtual agent try to help the person and you know somehow it was not helping the end user so I can as an agent I can refer all this historic information uh in service now apps also I do have many other options uh there's something called quick actions so I can really utilize those quick action if you new um to service operation workspace then these are the couple of options as an agent they can always use so I'm going I'm not going to talk about everything here here um but if I really want to know more about this uh issue I want to have an interaction with uh uh with Hana walker uh then simply I can really initiate a team call uh from s so right so so you can see how easy it is to uh interact with and user um for so it will really boost my um my you know uh mdtr uh further to help so if I want to know more about this issue I want to interact with and user employee then simply I can uh initiate the team call right so what it will do it will create um Team call between Hana Walker agent uh Han Walker and user and the agent uh or I can directly join the teams meeting here I should have call initiated on oops I'm getting call on my mobile as well all right so as a Han Walker I got this uh uh meeting invite so I'm going to accept this because I want to interact with and user so I'm going to switch out this all right what else I'm also getting I am getting a call as an end user so you can see I got a call from uh automated meeting I can also join this so now so you can see uh agent can really initiate Microsoft team meetings by utilizing the service now integration so agent and Hana Walker and user they can really talk and you know they can discuss the issue further um also they can utilize the other options here so you'll see this bot this this is this bot is basically doing the magic here um it is really um controlling the meeting it is collecting lot of other information on the behalf of uh service now so you can see um you know I can utilize these chat options as well hey right so we can have a discussion um and you will see uh as an agent I will have this chat as well yeah all right so once uh my conversation done we are good on issue we know the problem we got sort this sort it out then of course uh you know I can leave the call here uh even Han can also leave the call here uh what else I can see um so as an end user um you can see how easy it is basically to have those in you know utilize those capabilities and and uh improve the issue resolution yeah uh if I go to my service instance so as an agent uh you know it really give me lot of options here whatever chat we discuss uh you know um I can really have all those chat recorded as part of my incident as an agent if that issue is not resolved then probably I can create incident further uh so these are the capabilities of sbl I'm not going to talk about the capabilities of sbl but uh lot of many options that agent can utilize further right um also so this is what one scenario is before I go to next scenario quick question are there any plans understanding it likely depends on Microsoft to improve the look and feel customization of the conversation interface and teams I think this is a more question towards Microsoft teams but uh I believe what I was showing is a default view classic view you can switch on this uh new teams so it will have a improved look and feel but anyway this is something question from uh that's service now team need to take care uh but we do have something like this all right good uh What else uh do we have these steps documented or I can refer to this video configurations also how can I set up a demo PC for a customer uh I think there is enough content available you can refer service now document site you can refer service now um Community uh where we have uh detailed steps how you can do the integration how can how you can run through a couple of scenarios so everything is available uh question was from honu so you can refer service now document um as well as service now Community page uh you do have enough documentation of course you can refer these slide but these slides are not detailed enough uh like the service not documentation side all right good um so then I would like to show you one more example um um yeah so what else we can do um uh as an as an um end user um of course I can do the inte I can utilize the integration uh as an oops let me switch off this right so um so yeah these are the couple of things you can do you can do lot of automation um you know uh there is something called uh major Incident Management uh if people are not aware about it so if any incident is currently is going to impact a larger audience or there is a high probability of impact then uh there is a module within service now called major Incident Management uh where uh M manager they can promote such kind of incident as a MIM or major incident and which will give a lot of uh uh opportunities and processes to uh fix those those MIM uh you know quickly so if I want to quickly show you uh for example this is what one of the incident is um so you'll see you will have option here to utilize Microsoft teams chat within uh you know the normal incident page um same option you will see here if you have indications then then not only you can initiate the chat you can also start conference call directly from the incident page uh but I want to what I want to show you is I want to show you something like if I want to I a in I'm a maor incident manager and I know this particular um incident need to promote it as a major incident then I can promote this incident as a ma incident then I'll show you what what are the additional options you'll get to utilize Microsoft teams power uh this is M I am very urgent all right so let's promote this instent oops okay me inst you want to promote this incident as a major incident uh so you will see something called uh view workbench and you can utilize uh couple of additional capabilities that uh that really gives power to the uh to your team to have a better collaboration with your team to fix this these kind of uh major incident uh lot of collaboration communication options you can utilize here so for example recently this incident promo is as a major incident there is a problem in the network and I so as an uh manager I do have multiple options here um I can really utilize Microsoft teams to have uh communication about this particular major incident to my teams I can really create uh you know if I could just quick option say this is mim NC ni to one uh description so I so as a manager I want to create a communication uh to my team uh saying that there is a major incident is going on I can utilize various different channels so one of those Channel listed here as Microsoft teams so I can utilize Microsoft team to uh spread out this information right so I can select a user here to whom I want to share this communication um of course I think this is by default available also I can I want to include um walker uh so one of the person in our team should be knowing uh about uh this major incident um and I I can definitely include few more folks as of now I want to send this communication to these uh two guys um so everything is done I can really compose a message and broadcast this message uh to all these recipients they will uh so all these recipients they will get a notification to their Microsoft teams right this is ENT m please this right so I want to let these guys know there is a maor incident is going on Boom so this is sent uh if as a Hana Walker if I should have this in my teams oops okay did I sent out correctly oh here go to chat I supposed to have this kind of message um yes oh okay seems like there's some problem uh but we'll have this kind of these kind of messages right on again no incident so you can utilize this uh one of the channel to initiate the chat within uh service now also what else I can do also I can uh you know set up a meeting I can initiate Microsoft teams call by using a major incident option so I can set up something like this see need call with everyone right everyone who fix this mym so I can use conference one time and I would like to invite one more person here uh our Agent B I want B also to be part of this call Pa Engineers Okay add so my cation CH done I can initiate the call directly from MIM I would like to have these guys in this call I can customize the message and I can start the meeting or I can initiate the call so I should have call in few seconds seems like it is initiated um yeah so I got a call so you can see uh I can as an agent yeah yep all right so you can see uh you know I can initiate a call directly from uh MIM uh workflow so see how easy it is uh not only you can the call you can control the call itself so you can really um mute the participant directly from service knob uh you know uh workbench um you can really end the call from here so so there are couple of things uh you know can be utilized by Mi manager to fix these kind of major incident um and by just doing a you know collaboration with their team members right so this can be utilized U um you know to improve the uh to improve the agent or to improve in terms of mttr further all right before I go into next scenario quick C5 question can you use assignment grou when you add add communication task yes you can add you can utilize uh feature of groups you can you can create your groups in advance uh so whenever we have any major incident you don't need to really um select individual people you can initiate the call so you can see this option here groups and select these groups all right good I hope you answer this question done okay there's another question during the conference call if someone put a message into group chat can we import yes of course you can import those messages if I want to just quickly show you say I'm here this call and this is important message to save so during that call whatever um interactions happened you can really import those uh I think from activity [Music] not here um so you can import or actually you can go back to form here and you can import mes or actually when you end the call U anyway service now is going to import those messages by default uh um as part of uh um as part of regular feature right so you can import this message and is going to be available here as part of your uh major incident notes all right good and there's a followup question question we can prohibit export import from a chat as well you okay you want to prohibit export import uh you can you can configure yes you can configure but I I don't know why it is why someone need to restrict it's a good feature um pre import those important conversations as part of a record uh those conversations as part of this uh incident page all right good um so before I jump into next scenario um this will be answered all right I would like also want to the F but my SEC does not okay good awesome uh I would like to show you um a few other capabilities that we have so um you can do lot of automation by having the integration between service and Microsoft teams uh one of the integration so if you recall there are couple of uh uh apis uh actions available within Microsoft team ecosystem you can integrate those uh actions by using uh flow designer in service now you can automate uh you know many different scenarios uh uh by having this integration capabilities uh one of the example I'm showing here is so I created one flow what this flow is going to do it is going to connect with Microsoft teams it is going to uh trigger a message uh on one of the teams Channel if there is any any new MIM created or any incident promoted as a major incident right so this is one example you can utilize uh you know the flow uh with the help of Microsoft teams uh various different options if I want to show you this so if you recall I recently promoted one incident as a major incident right so I should have one notification already let here so as an the member if I go to my team's channel so I have created this uh channel here and which is integrated with uh with FL uh in the service now and as I recall you right so this is what the incident we just now promoted promoted as a major incident so I got this kind of notifications automatically as part of this channel so you can create such channels and you know uh add your team members in these channels to have these kind of automated uh U notifications not only I just see the information but also I can really go directly to service now all right so you can utilize these capabilities uh by having integration uh with the both the teams uh if you have uh some knowledge abilities then probably you can do so many different things uh you can utilize these uh uh apis uh if I say so I just show you one example uh but you can do many different things uh so you can see something like this you can post a message um you can you know utilize different uh scenarios to automate um there is something called Microsoft teams graph AP as well so you can do so many different automations by using those uh API Integrations with this uh I think we are on time uh happy to answer few more question if you have uh there's a question not sure does user have option to subscribe the notification that's sent to Ms team instead of directly post to them yes they can subscribe so this is a normal feature in Microsoft teams so you have all the normal features as it is there is nothing uh service now is going to change um so whatever subscription options are there within Ms teams can be utilized directly as it is no change there uh even you can automate U you know uh scenarios where you if you want your um selective team members to be notified uh with this flow then you can really choose those conditions all right good awesome um what else I think we are on time uh if you have any last question then pleas uh please do post this question um in the chat uh otherwise uh what I would like to show you is at the end while you're tying question um uh there are few recent features uh released um in service now in the August month uh which I want to show you so for example I am a agent I in uh service operation workspace um then there is something called um collaboration tab can be utilized to have those chats as well as meetings initiated directly from this page um you know as an agent I will have this uh Power to utilize those collaboration features also there is a new feature something called um sidebar discussions uh can also be utilized for Microsoft team so agent don't need to um go away was if an agent is is have a initiated the chat they can utilize sidebar chat itself here to have those conversations continue There something new feature in August month all right good guys that's it from me um so if no more question then I would like you to um start uh experiment imp menting with Microsoft teams indication in service now um post this call you will have a survey link uh please do feel and provide your survey um it will help us to uh improve feuture you will have these ppts as well as uh recordings video recordings on the Community page in few days with this I think that's it if nothing else then thank you so much for your time uh really appreciate uh I hope you learn something new and you're going to experiment these Integrations on your pre-production instance first