all right let's go ahead and get started thank you everyone for joining the conversational interfaces Academy hello from all around the country all around the world all around the time zones uh for those uh on the US side hope you all had a good Happy Thanksgiving weekend and holiday again as always for information about virtual agent and NL you visit our Academy I'm sorry visit our community site for content and experts and then um you know we also have a community form for agent chat AWA and sidebar as well all ourmes are recorded So if you want to watch this Academy later uh or if you want to share this Academy recording with your peers and colleagues and friends later you can do so on YouTube if you're watching this currently on YouTube and you like what you're seeing click that like subscribe button um that way you're notified uh each time a new video is dropped such as this one that we're about to uh do right now so today we're going to talk about how to configure the Microsoft teams integration in the Vancouver release okay so uh I know I've done teams integration videos before I think the last one I did was for the Quebec release Maybe so the steps to configure it have changed slightly and because of that I wanted to show that to you there are also new configuration options I wanted to show you uh in terms of how to change the behavior of the teams integration some of it documented some of it not documented which is which you know number one we're going to fix because everything should be documented and number two um this is why I'm showing you the uh Academy today and then um we'll talk about some of the new features or at least one new feature uh that is available in the Vancouver uh release of the teams integration for those of you who already have the teams integration uh here some things that you could try out when you upgrade to Vancouver and when you upgrade to the latest Store app version so um the latest Store app version for the Vancouver release is version 6.0 all right so that's the first that's the um major release and then I believe the latest latest latest release is 6.1 all right so you can feel free to update to either one of those two releases and the newest feature in the teams integration Vancouver is message extensions now for those of you who are familiar with um Microsoft teams or perhaps familiar with uh thirdparty applications Microsoft teams you may be familiar with message extensions we didn't we Serv now we did not invent that Microsoft did we're merely using it and it's a three dot menu in the chat bar that allows uh users to uh perform activities right and for us we are allowing users to look up answers via AI search so you can use AI we've embedded AI search in message extension and we can uh share results uh AI search results uh with people that you chat with so you can share KB articles catalog items people cards uh either in a teams Channel or in a user chat and other users can then view that as result and if they have if their service now employees they can click to view that item in Portal right you can also uh configure via system properties uh how many search results are appear as well as um whether or not you want uh search results to appear uh that are only available for guest users right if you're chatting with a non-service now employee or or with a guest user or not okay we'll show all that so let's jump straight to the demo now this Dem demo is going to be partially recorded and partially live partially recorded because uh I want to show you how the integration is installed and then we'll jump over and then we may do some things in the video I may do some pausing Etc and then I'll show you um you know live instance okay post installation what does it look like okay so that said let me pause the screen share so I can switch over to the video and I'll do some narration while I'm at it I I first go to the conversational interfaces homepage to set up my uh integration okay and you can kind of see in my other tab I have my Microsoft 365 admin console on that's just to you know so I go to channels and routing let me see if there's a way to uh slow it down but anyway I hope you just saw I went to that's a beauty of video I can you know do it again and again right so I go to the conversational interfaces homepage I go to settings tab and I'm in general and you see uh right there in the third row channels and routing okay so that's where all the third party messaging app Integrations installation pages are anymore okay it's no longer we I know we used to have a uh a message Integrations page separately no longer it is all in the uh homepage so you go here and then this is where you install any of your messaging app Integrations and you'll see them all of them available loading soon okay so yeah you see like uh slack teams workplace uh Facebook messenger and line and if I have scrolled down you kind of peek at the bottom there uh twilio Etc right so you first have to install the conversation integration plug-in all right so you can tell here I've only installed the teams integration plugin that's that allows me to get that purple button called add integration and for everything else it tells me to uh install the plugin right so once I do that I could now click on ADD integration now I have two options I can either integrate with now virtual agent which is the basic uh step which is what we're going to do if you need to you can also integrate with a self-configured bot and a self-configured bot is basically a separate uh bot from separate from the outof boox application U teams application that we give you there are couple reasons why you may want a self-configured bot um number one is if you're a GCC customer if you're a government Community Cloud customer you need to use a self-configured bot because uh GCC doesn't allow the type of um you know Microsoft teams application that we use by default okay the other reason uh you may want to use a self-configured bot is if you are a customer with an instance that is perhaps uh geographically far from the United States and the reason for that is the now virtual agent application the teams application the way the service now teams architecture works we use a collaboration proxy some of you may some of you may be familiar with that and that collaboration proxy is located in the United States so we do have customers in like Asia Pacific in South America in east Europe um where the performance of the teams messaging back and fourth is slow because it has to you know it's a matter of physics has to go through the collaboration proxy in the United States well if that's a problem with for for you you can use the self-configured bot which does not use the collaboration proxy and that may speed up your performance if you're in uh some Far Away country distance-wise okay so for now we're going to just select integrate with now virtual agent okay and it's going to ask to sign into your Microsoft uh 365 account you should be an admin for both service now and a 365 account for example this is this is my admin console from Microsoft 365 you know I can add users Etc uh you can see my uh email address is not at servicenow.com because I know I'm not I'm not the admin for service now's 365 instance but it's my own tenant I'll call it for for Microsoft vwc n right um You can see that's my email address and my user profile I need that you need that email address also in the user profile for service now and I and I can show that to you if I if I remember that is how autol linking occurs it uses the email address okay uh if so for all your users in your 365 uh account it needs to have their email address that you have in their service now profile that's how the autol linking works later on okay so yeah just showing you the admin console and when I go back to here it tells you great youve successfully integrated Microsoft teams with now virtual agent simple as that now I can click go to Microsoft teams and it'll open up uh the team's client for me at least the web version okay so if I go to chat well to to add the app I first have to go to the three dot menu here or apps and I search for now virtual agent uh you know I I I have it I had it installed here already and I click it to access the now virtual Agent app now not every user has to do this and not every end user has to do this uh if you are an admin you will most likely deploy this app uh to all your users via your teams admin console okay so once that app is deploy anyone could uh you know any user can click into it and they can start chatting with the uh Now vation app so they start high and it's just uh you know the first uh time you ping it it takes a a little bit of a while guess the beauty of videos I can speed this up if I need to or do I show you something oh yeah so you know if I go back you know now that I've installed the um integration if I go back to this uh channels page you can see that I now have one Microsoft teams integration which I can manage I click on that manage button and you can see uh my tenant remember VW Chen that is now there that's my app ID I can manage the bot right I can either you know for Branding that's done on the team side I can modify the bot messages here if I want to okay just to show you guys where that is so okay so there there we go took us took us a while but I'm back my greeting promote a topic uh actually these are all my topics although promote topics are supported and if I were to um you know start a conversation it'll do its thing now you see this uh Banner here your response was sent to app one of the configuration items is we can turn that off um I'll show you how that's done and we'll show you what it looks like because I I find it annoying some people care some people don't care but I find it annoying so I'm going to show you how to turn off oh there it is again right so I'll show you guys that and you'll also notice let me go back a little bit here you have three uh options right these are three topics you can also control and I'll show again I'll show you this in a moment I'm just you know putting some teasers out here you can control how many items show up as lists before uh they get um you know uh put behind another button that's a three dot button menu all right so just let putting that out there so that's configurable so button you know number of buttons and this Banner appearing on on or off are all configurable and you can kind of see the um uh the topic does its thing you can actually click on go to incident it'll it'll pop up a another window that takes you to your uh portal view of that incident okay let's see what else do I show you here oh I guess I show you I I'll do it live uh the other thing I'll skip forward a bit Yeah I show you the system property uh that's I'll do that to you live I'll do that for you live the other thing I want to show you video wise is if you go to your teams admin console so this is admin. teams. Microsoft uh you can you can manage your app right so you go to teams app manage apps search for the now virtual agent and in order to uh you you can customize the app and I'll show you that what it looks like in a minute but here's where you'll find all the information you may need some of this information right like the uh privacy policy URL the app ID right the terms of use and then uh let's see the permissions of the app we we tell you there and then if you want to Brand the app so you know you don't want or I highly doubt you want the service Now icon in your teams integration app so you can change the name the description the icon here so all that is configurable on the teams admin side and once you click apply it takes about an you know at most an hour to for it to to flip over but once it does it does and then I the last thing I wanted to show you and they'll again we'll do it live on the video is message extension so you see here if I click on the three dot menu now you know it won't be much use for me to send this search result back to the virtual agent but just to show you um there is the three dot menu you click on now virtual agent again and you could search now uh via I search and you'll see search results pop up here and if I wanted to I could um I think that's the end of the video if I wanted to I I could then send that to whomever I'm speaking to obviously uh not back to the virtual agent that's not very helpful awesome so that's the recorded video I'm now going to switch over to the live video to show you some configuration options and then we'll show you what it looks like in teams so let me pause screen share again again minimize this video bring up the other uh thing here that's teams and where is my instance bear with me here okay that's this the slide deck and my instance is back back here all right let's resume share here so here's my um instance right here's my conversational interfaces home page let me go back to the page here let me first pause for questions I see some blips on here so um uh let me just read are message extensions only available at Vancouver asking as we're in the middle of attempting to activate teams integration yes so well message extensions are available to users because it's a Microsoft thing but um the ability to use AI search in your mesage extension yes that's uh only available in Vancouver uh and as well the you need the Vancouver instance release uh version and then you need the integration version 6.0 like I mentioned and then Albert asks hello in case of upgrade from Utah can we expect issues with the teams integration shall we can reconfigure something due to the 6061 release no there are no issues with the Utah release um at least not the latest one uh probably five do something so there's no issues but again if you want um just to stay up to date as I always recommend right as well as getting access to the new message extensions feature I recommend updating to 6.0 once you're on Vancouver what's the best way to have virtual agent St up across multiple instances when you have only one tenant so that is possible I don't know if there's a best way but there is a way uh let me think here have so you want multiple instances across one tenant yeah so there's no big deal whatever the um the way I installed it for that one instance you can do it over and over again for multiple instances for that one single tenant you could also do it the other way you can have multiple tenants in one instance as well so just look at the documentation it tells you how to do each way we have customers wanting to do right both uh things so both are both are possible also we only have the teams set up in Dev we're getting close close ready to clone what steps we need to take to preserve the dev setup so it doesn't get overwritten um right I'm trying to think here yeah there is a way to have both your Dev instance and your let's say prod instance both ping the the tenant the same Microsoft tenant again just look to the Microsoft do I'm sorry not the Microsoft documentation our documentation uh for for the same for the same uh process there and time permitting we can maybe look at it together is there any option yet for adding multiple VA Integrations for lower environments yes there is a way to do it that's what the person ahead just asked um yeah you you've done it via self config Bots that's also possible because you know then you would have one instance with a self-configured bot one instance with now virtual agent so yeah that's possible so yeah we can you know we can change that can the shape of the icon be changed from the hexagonal shape um I think uh I don't know I think the hexagon comes from Microsoft not from service now so that's a Microsoft question you can try to change the icon and if that doesn't work then probably not because again I think that's Microsoft teams's uh design pattern there do I have to use Virtual agent to integrate with teams is it possible to just use web hooks what I want to be able to do is perform service now approvals and update tickets and teams um it is possible to use web hooks but the integration is a lot lot easier and with the integration with the virtual integration yes it is possible to perform uh approvals and update tickets via the virtual agent now if you don't want to use the virtual agent to perform approvals and to update tickets um then I think yeah I think I I suppose you're going to have to use web hooks I I know that yeah I I am aware there is an itsm integration or an IT service management integration with virtual um I'm sorry with Microsoft teams but I'm not sure if they have use cases such as um approvals update tickets but certainly the virtual agent integration does uh and and to note the integration the the conversational um sorry let me the conversational integration with teams uh does not require a it it it is it supports virtual agent light so if all you want to do is search and in and Open tickets right which is the only thing you're allow you're able to do for virtual agent light uh then uh you can still do that via teams okay so just just a shout out there in your experience how do you allow other teams to own and maintain the conversations without relying on internal admins or internal developers um so that goes into a bit into like virtualizing governance which is a bit outside the the scope here uh but they probably a good question for the community you know I wonder how other uh organizations do it but I believe that goes back to govern and using Scopes and stuff and and such uh for the virtual designer okay that's probably goes to that level and then finally someone I think they had a question or a comment in chat why is icon ship stop sign hexagon yeah we we address that shaneless pluck for my idea what is your idea our users have been vocal by you when they have received an actual notification and I respond to it as of now there's no way to disable that message yeah fair you know if you like if you all like that idea up vote it awesome so with that let's go to the instance I wanted to show you guys a couple things right so um let's go to system properties because there were all those system properties I I I told you about right that that we can change so um the first one I wanted to show you and I you can see is some of them already ready because I've sorted by last updated um if you want to hide that response Senter app Banner that gray Banner you want to go to this system property hide underscore you know there's a prefix here Hide uncore teamore response uncore message right now set to false let's set that to true because we want to hide it so I click into here it'll require a scope change so we just change the scope here and we'll probably stay in that scope for a while so this is a property to turn on off the confirmation Banner um so let's change that to true because we want to hide it okay uh the other system property I wanted to show you was uh remember I told you about you could limit how many buttons appear in a list right uh so that property is called picker button list I'm just typing I'm typing Asis here because I'm looking for a system property that contains that and it doesn't appear did I type something wrong contains there it is picker button L limit sorry not list limit uh so yeah there it is so right now set to four I could just for the sake of demo purpose set it to very low set it to two and you'll see what it looks like I can set it I could turn it up I could turn it up to like I think eight or 10 or something you know you don't want to you don't want it too high otherwise it looks weird but let's I can I can turn it down to show you all what it looks like um and then uh remember for mesage extensions I talked about um how to limit search results only show what's available for guest users right so let's show you that one that is uh message I'm using asterisk again message undor extension undor guest yada yada yada so yeah it's a longer system property here this one I know is conf is is documented I saw I found this one in docs and uh yeah it's this is the full name here guest access only and when this flag said to True message exion will will always work in guest privilege I've said to false I'll leave it as false uh just that that way I because I don't have any um items that are guest only but if you did and if you want to to happen you set this to true all right so just showing you guys where this is and then uh the last system property I'll show you is um how to override bot instance installs so um as as inted or as referenced earlier if you have um if you have your tenant installed in one instance um if you if you don't configure it a certain way which again is in the documentation if I were to go to uh just go that to Docs now uh let's see of integration with teams yeah so here is how you integrate multiple service now instances uh with a single Microsoft teams tenant and you're right it does appear like you do need to use this whole self-configured bot because if you try to install just the now Ral agent in multiple instances uh you it's going to override the previous instance now sometimes um you know the previous instance you no longer have access uh to that previous instance maybe it died or maybe you know for whatever reason and then you get stuck right you can't you can't install it in a new instance because it's still in the old instance right so you can allow overrides of installations if you need to also via system properties so that is called uh and enable VA override so this basically allows again uh enable disable or WR a bot instances so right now set to false but if I set it to true and had my VW Chen tenant been installed on another instance and it wasn't uninstalled on the other instance I could still override it to install onto this instance okay so to to you know to avoid um overrides you can uninstall the teams integration from let's say this was a Dev instance I'll show you how that's done you go to settings and I'm sorry I'm running L on time here but uh I'll try to speed it up a bit because I still want to show you what teams looks like um right here's a three do menu if you want to remove the integration you going you can click remove here and then I can install this tenant onto another instance right if I don't remove it here then in my new instance Let's Pretend This was like VC Vancouver 2 I can set this to true and then I can install the VW Chen um integration on this new instance and it'll override and it'll it'll like forcibly pull it from this old instance and install it in the new instance okay if you need to do that this is a system property to do so all right so with that let's go over to the Microsoft teams here and I I changed to several system properties I don't think they well it might have taken effect let's take a look here so let me type hi to start a conversation or hello I could have typed whatever really and you'll notice um all those topics you know GI test and whatever they've now been hidden away there's only two things showing if I want to show everything I need to click show me everything yeah so there there those are the there are the rest of of the topics you'll notice when I say let's see email issues or let's see oh let's check itet status and click submit I don't have that response sent to app Banner anymore I I I turn that off right I I HD in it so that also a good thing so those are just some of the things uh that are configurable is can change the behavior of the bot um and then message extensions show you that real quick so I go to chat well let me you know chat with someone else here let me chat with Beth angland so here is message extensions good question Eric I'll get to that in a moment uh I can open up that app here I could type you know search for what is spam and I think I have a KB well while that's appearing Eric so that is safe harbor that is coming in in in a in in a future uh integration release uh so not today but you will soon because we we get complaints about that and you know that that's that's a fair call out there so uh yes but on the road map Safe Harbor so here you have message extension so now I can you know if I was talking to Beth angland like yeah if you don't know what spam is here is Spam I can send that to the to Beth as as a as a message Beth now sees this I can click view more and it opens up the you know it's either me or Beth can open this up and uh well after to log in I'm Incognito now if I can log in I will see the uh knowledge article so that's message extensions very helpful if you're chatting with whether with another employee or maybe with a guest user right if they want to know what spam is if they want to order something from the catalog that is guest enabled they can do so so yeah that's all the time I had so again thank you for uh bearing with me here I'll go to our Q&A slide here just to see if there any other questions I'll stay on for just a couple more minutes but just a call out here in terms of um Logistics our last Academy of the year is in two weeks in December 12th I believe Sam Yuka will be presenting that and we have no Academy on the 26 so the 26 is the day after Christmas and we are not going to do an academy there so December 12th will be the last one and then December uh January 4th please be on the lookout for um you know in your email or the community Forum we will start a whole new um schedule uh in 2024 uh it it may be the same invite uh if it is we look forward to seeing you in January if it isn't don't worry we will try to send you an email address or an email notifying you of any new scheduling and uh yeah I don't see any other question that they believe we've addressed them all so with that thank you for your time and have a great rest of your day