all right good I think all set um welcome once again um in the session today I'm exploring service now with Microsoft 365 integration um so let's let's kick a start the session if you can see my desktop a quick reminder on Save notice so in case if I'm any forward it should not imp decisions um so with this quick notice um in case this the the session we are running today we do have a lineup uh series of sessions if you want to join us uh you can scan this QR code you can please self sign up and uh you can join us uh in future sessions as well uh on various various different topics all right uh quick housekeeping room so we are going to record this session and recordings as as the ppts that I'm using will be available for you to access in Futures so those recordings and PPS um you can access over the service now Community page um so you know uh you can access those recordings as well um also post this session you will uh you will direct you to um uh sarch survey so don't forget to fill in your responses um those surveys are really helpful for us to improve in future sessions all right uh in the midwin session uh you'll have enough opportunity to ask a question you can always use um Q&A button uh in the zoom window uh to post your question and in between of session I'll try to respond those questions uh live with this a little bit about my introductions so myself jitu Chan based out of uh service now office in Bangalore India I'm part of product success Management Group here and taking care of uh various different itm um products all right so before we jump in I would like you to fill in a small poll uh just to you know just to let everyone know that where are we standing in terms of uh in terms of uh you know Awareness on Microsoft teams so let me initiate up for ques you'll have uh 30 seconds to fill in this survey I appreciate if you can respond over the full question just to just to know you know where we standing awesome so we got the 100% answers let me end the poll and share results seems like uh we have many responses with regards to still gathering information very few folks first time hearing awesome so good glad that you um little aware about the Microsoft teams integration all right good let me move on further so uh just just a background um you know about uh this integration um so in the today's world organization they want really improve the experience for the employees for the customer uh also they want to focus more on efficiency so it's all about you know blending um uh good experience getting more efficiency uh into a day-to-day operations uh this is what the mission critical behind behind this integration concept um if you see in our day-to-day uh work life you know we see a lot of these challenges where we have a employees stressed because uh you know employee need to work on various different applications so many different windows so it's always difficult to you know move one one app to another app and then move one window another window so uh and it brings lot of inefficiencies in our D operations right and sometimes while juggling with different Windows different applications um sometimes we miss the important information which need attention so all those are the common challenges that we see in our day-to-day operations so why service now for Microsoft to overcome those challenges Microsoft really uh bring a very good uh communication ecosystem um you know whether it's the entire Microsoft 365 um uh host applications or uh one of their popular popular um communication tool is Microsoft teams so they they they are really um uh you know very good in terms of uh various different communication tooling perspective we as a service now we believe we are really very good in the workflow we really have lot of automation capabilities so this is how service now and Microsoft comes together and join hand to come up with this integration where um we want to you know improve the employee experience or the end user experience uh so you know bring lot of capabilities within Microsoft ecosystem so if I an employee then you know I don't need to uh juggle multiple applications um I don't need to really open the service now on the separate window and then I look for my incident or look for my uh you know what and chat so everything can I as an employee I can really utilize Microsoft teams or M365 integration to have all those interactions with service now uh uh popular tool chain so that's how the the you know integration comes up um so with this integration you know a couple of changes that we can observe is of course little happiness on the employees because we I don't need to really struggle um you know um juggle with multiple applications and windows it will help to increase my productivity not only uh as an employee but as an uh as an agent or as an um you know uh service spider um it will increase my productivity because I will have um um interface where I can interact with my employee or other person uh by using my own popular communication tool whether it's Microsoft teams for example it of course this integration also bring a collaboration uh within team um reaching out to your uh customer or employee and user so those are couple of benefits um how this indication can help agent to bring speed and efficiency um by using this indication you know as an agent um uh I will have opportunity to uh deflect many of the incident uh by just doing some automation so and as an end user I can you know uh reach out to Virtual agent I can really um interact with various automated flows to fix small problems like getting the information on my incident status all those things so as an agent you know I don't need to really intervene everywhere um so those kind of a deflections can be help uh it will help me as an agent to resolve cases faster because I have a single work place where I can interact with end user with my employee um and I can really uh it's very very easy to reach out to employee over their um you know favorite communication tool if it's a Microsoft teams or Outlook so those kind of things and of course it brings uh uh stakeholder communication better in terms of whether it's stakeholders internally available or externally so those are couple of things which will really bring efficiency uh into my uh day to-day life as an agent and I'll show you how how it's going to make change um just quick quick thing on the various personas uh which will do so as in CIO um if I have this integration set it up then I can maximize my investment uh you know I can really um prioritize how this integation will bring the efficiency and collaboration uh within teams if I'm a service owner then it gives me a lot of flexibility to um you know in case of any outage happen then it's easy for me to reach out my teams my employees to to you know bring everyone on the same platform and uh collaborate um them uh easily uh as an agent of course it really help me if I have integration set it up then I can uh directly reach out to end user uh or my employee and I can diagnose the issue quickly um I can really literally set the meetings with them directly uh to to fix the issue and and get to know more issue about it as an employee as an end user uh it's nothing you know greater than that I will have a one interface where I can utilize my day-to-day communication also I can access my service now uh interactions uh in the same tool or the same uh uh space with this move on further um so you can see the scality perspective um you know if you're aware about the service now ecosystem then uh we have a employee Center is available or you can uh if you're not using employee Center of service now you're using some custom portal for your employee engagement you can bring those portals into Microsoft ecosystem so uh also you can have a you know various different notifications or you can have actionable notifications where um as an end user as an employee I don't need to really open my service now and then uh you know uh update those incidents or see the status of incident all this information can be available uh into my Microsoft teams environment or even uh Microsoft 365 online ecosystem so similarly um you know whether it's a live agent transfer so as an employee I can really um utilize uh M 365 to engage with live agent in case of some major incident it's always easy for me as an operation manager to bring all my team members together at one for to fix the issues quickly uh also there is lot of opportunities to automate my various different scenarios which I'll show you in a few minutes how you can utilize the flower and uh spokes that we available um an M365 ecosystem is available so you can readly utilize you know uh service within Outlook within M365 ecosystem so uh once so post scalability I would like to touch base on um you know how this integation will bring the efficiency um so you can see we have different uh you know as an employee I do have different option to interact with service now um and uh even for agent service now operation workspaces there for operation team M module is there which can be utilized to um you know have a collaboration over the uh 365 ecosystem um as an agent I can really initiate a chat with with employee um an employee you know can stay with Microsoft teams uh to have all those uh chat interactions they don't need to go back to service now and uh have their virtual agent or you know the chat option enable this before I'm moving further let me see if there is any question till now okay just an introduction so I'm not expecting any question till now but let's let's go in Deep dive so in case if you're not uh aware about the employee Center if you're not aware about the service ecosystem then we have uh something called employee Center which is uh which is a One-Stop shop for your employees uh to engage to communicate um uh you know and it's really one of the easy way where employees uh where you know you can provide the very good experience to your employees and employees they can they can uh come here on this portal employee Center portal and you know um utilize various different Communications options um can be useful for the DAT trade operations so in case if you're not using service employ Center using some other custom portal that is also fine um so we do have capability to um bring bring that uh portal as well in Microsoft teams or if you have some kind of a customizations of employee Center no worries uh this can be um bring uh into the Microsoft t65 integration as part of service now so yeah so these are the couple of things you can do uh if you want to engage with employee employee so you can see uh within uh as an employee uh if my favorite communication app is Microsoft uh teams then I can uh literally um access my service no employee Center within Microsoft teams and you can you know utilize uh uh uh employees Center in Microsoft teams to to have a better engagement with employee you can set the announcements you know you can set the targeted communication uh with their Microsoft teams so as an employee I don't need to really go away from my uh my own favorite communication tool um you know to access the access employ Center or any custom portal um that is available uh in your organization so this is um so as an end user or as an employee I do have um opportunity to interact with virtual agent which is one of the popular offering within service ecosystem so again virtual agent is available within uh Microsoft teams so as an end user I don't really go um you and open the separate service of page and then have utilization of those virtual reg interactions you can uh do all your interactions within MMA team itself with the same window um also there's a live agent support so in case if as an employee uh I you know I want to interact with live agent uh then I don't to again no need to go back to some other window I can initiate the live agent support from my Ms teams chat itself um for agent uh I think service operation workspace if you're not aware about it service operation workspace is onstop shop for uh for your agent um so as an agent I can go to service operation workspace and and literally see all the you know all the potential areas where might and you just need help whether some incident where asent to work or there is some um issue need to pick some change request or you know any any kind of support or any chat as an agent I need to serve to any chat then I can go to service operation workspace and uh initiate those so Ms teams uh integration is available uh in service operation workspace as well so as an agent I will have capability um to pick any incident and I can initiate U Microsoft teams chat with end user or initiate a meeting with end user to understand the issue more uh so it's kind of a easy way for me to reach out uh and user and collect more information it will ultimately it will help me to solve the case quicker faster and increase the efficiency right so I don't need to go back and um send the email to the end user and then uh have a meeting right separately um so those are the capabilities are really helpful U for agent to increase their productivity with this moving on further uh before I going there let me quickly see if there's any question I can see one um okay so there is a question on the licensing um uh plugins uh so as part of this PPD I'm keeping couple of uh slides um which are the plugins required uh uh you know there is lot of guidance available to how you can really um initiate the uh Microsoft teams integration so um in terms of Licensing uh I think this is part of uh Pro uh or I would suggest you to contact your uh contact your uh service now team in your organization what kind of license is required uh because it depend on the you kind of agreement uh in your organization but seems like it is uh in general it is part of pro and uh there is a lot of documentation available where you can see um which are the plugins required and the one of the plugins required is service now for micr oft teams which I'll show you um in as part of demo all right good if no more question I just keep moving on so um I was talking about the integration right so how easy it is um uh you need to just install the plug-in from uh from the plug-in page uh one of the plugin is something uh is required is service now for Microsoft teams once you install that plug-in on your uh environment then you will have something called this option service now for Microsoft teams you will have a installing AER apps you can install that app so you need to download the plugin first on your instance and then then only you will see this option right so once you connect with Microsoft teams uh you will have this kind of option you can install this integration so what this will do uh it will just connect your service now instance with the Microsoft uh ecosystem right so basically it will authenticate by your um tenant account so you can really pick the account uh to give the permissions and authentication once we have the authentication done then this is how you will see the message successfully connected with Microsoft as your and that's the only uh step to connect with your Microsoft tant very easy super easy um with this step number would be um you need to uh generate a manifest file so what is Manifest file basically um in case if you want to have some configuration or customization for your uh Microsoft chatbot uh if you want to so you know service now uh chatbot comes by default uh with the service now branding in case if you want to customize you want to change the image if you want to put your own uh company logo you can do uh via this manifest file so so manifest is file is is all about you know uh customizing your uh customizing your B references how you can customize service now for Microsoft teams uh click on this option service now for teams uh you will have option here to configure your manifest you can create new you can customize this uh uh bot option so here you can see the uh service not team but you you can choose your own name uh you can set The Branding of your own company um you can really change the colors U and all those things so this is how you can follow the steps I think just click click click uh in case if you want to connect with multiple Microsoft tenants then you can choose this option uh if you have a single tenant to connect with this service no instance then you can choose the first option um you can rename your employee Center if you are uh calling uh this employee Center or employee portal with some other name uh you can just rename uh that as well and that's it you need to just download this manifest file um because you did some customizations of course you want to show this customized uh experience to your employee in macrosoft 365 nor man so you have to download this file uh and then uh go to your Microsoft teams admin Center click on manage apps um upload new app so service now do provide a default uh um chatbot option so in case if you don't want to go for any kind of a customization rebranding you can always utilize uh the default uh chatbot if you want some kind of customization branding for your own company then uh create a manifest upload your manifest here in admin Center so once you upload this manifest here then and what is going to that Microsoft team is going to uh flow down this customized applications to all of your employees uh they're using uh on this tenant right the config on the tenant so you can really you know browse your uh manifest file and then uh change the policy so that it can start flowing down to your employees and you can also pin this app so in Microsoft teams you can set the order where you want to keep this service now for teams uh uh into your uh employees Microsoft team application and that's it done you know so integration is done um you can literally go um to Max 365 uh page and then start using that Max the chatbot service notification app okay so with this there's a question oh there's a hand raise yeah AK uh do you want to talk you can unmute if no question okay nobody seems like by mistake andly and okay any question tell now all right so keep keep typing questions uh in the Q&A section uh I'll try to take questions uh in between of this so I was talking about the Microsoft C integration right so we if we connected our tenant we um configured our manifest file we upload this file on admin section and this is where I can start using so I can go to Microsoft 65.com and then uh as an employee uh I can see the service now uh app we just uploaded here and I can start using that app so uh there is one more setting uh which is actually Microsoft team settings in case um if that app is not flowing down to your employees then this is what the setting is recommended is um but but this is this is all together this miof team settings so with this I want to quickly give you a quick demo um I hope you can still see my desktop there are a few questions as well do you have any ebook and guide for this indication which has all steps listed so there is a documentation available on uh service now Doc site um you can literally follow that documentation um to have a step-by-step Integrations and there's another question how to enable features Topic in Microsoft teams uh I will show you this uh in a second uh I think super easy on a summary note um uh so Microsoft team will uh give option to utilize the topics which configured on your service now instance so there is nothing separate you need to do um you just set your topics within your service now instance and it you know all those topics will be visible to the end user in Microsoft teams as well there's a question about the spoke uh there is there are few use cases you can uh utilize so in case if you're not about the spokes so in service now there is a something called the flow designer and in the flow designer you can utilize the spokes uh where you have a additional options to automate various of your use cases so yes um by default you don't need to configure any spoke uh but in case if you want to automate all you know various different use cases you can use that spoke as well as variable integration but this integration will sit under the integration Hub so all right um I hope you can still see my desktop and if I go quickly uh this is how the interface look like and if you go to your Microsoft 365 uh page um once we have that indication done then this is how you can utilize so you will have this kind of a manifest app so you remember we uploaded one manifest in case if you want to do any configuration I have not done any configuration so um I'm using the default uh app which is available um then which comes by default actually so you can see here as an employee I can utilize uh the entire uh employee Center or employee portal whatever you call in organization uh in Microsoft 365 uh ecosystem right similarly if I'm a user who really um works on Outlook uh online Outlook then I do have the Outlook option here so this is what my outlook look like and that app is available here itself so uh while working on my emails um if I want to create an incident if I want to really interact with my uh employe portal then I can uh simply come here and and you know start utilizing that employee uh portal services within my Outlook online itself or if I'm a user who really like Microsoft uh teams uh as as my day-to-day activities then yeah I can also interact with service now uh employee Center um by using uh my Ms teams interface so I don't need to really go back to um separate window and open employee Center separately I can come here in my team itself and then I can really access the employee Center not only access the employee Center but also access uh my chats um or even the topics uh what your topics so all those things can be done in Microsoft teams now so uh that this is how it looks like um if I just quickly show you how this integration can be done and of course there is enough documentation available um on the portal so if you can um install the Microsoft teams uh plugin um then you can go to your U instance oops so this is what my in is so while this is coming up uh once you install the plug-in um I think the next step would be to connect your tenant right the indication so if you recall the slides uh how you can connect super easy uh post installation of your plug-in you need to Simply go to your um all menu here uh look for so is now for teams so you will have this option right once install the plugin um and you can click on this install Azure apps so if you click on this one uh you will have this page uh available uh since application already installed for me um instead of install you will have install button click on installation it will ask the authentication from your uh Microsoft tenant um you know once you have authentication then that's it done you will have all these green checkboxes um so that this is how you can connect this is how simple it is to connect your service now instance with Microsoft uh teams uh ecosystem once you connect your tenant The Next Step would be in case if you want to customize your um uh chatbot experience if not then simply go to your Microsoft teams and start using that so in case if I want to customize I want to Rebrand um the service now uh with my own company logo and name um simply you need to download the Manifest so again go for service now for teams there is something called service now for teams and that's the page where you those experiences so I open the page here yeah so you can see this is what my existing manifest file I can create new manifest and I can customize all together separately so this is how it looks like um you know I can fill in the short description um I can re rebranding my employee Center I can you know do the customizations color change whatever I want and then at the last I can download this manifest file uh it will download as a if uh folder um then next step would be to go to your Microsoft teams admin here this is what my admin portal is um go to manage apps and you can upload that new app since I already already app installed so what I can do I can search so this is what my app and I can upload uh latest changes so basically this is what the option where you can upload your manifest file all your customizations so in case if you have done any kind of rebranding it will start showing here yeah these are the um steps very easy to configure um there is lot of documentation rable uh documentation link will ailable as part of this uh ppts as well so that you can follow and and and try out the integration on your Dev instance or non- production instance first uh let me see if I can pick few questions uh can we do this in PDI uh good question so there's a question from anit I'm not sure about the PDI instance uh if you can configure this um probably I'll just get back to you but I'm not 100% sure on the PDI um option so in case if you're not aware about the PDI is of personal developer instance uh which is really um to experiment a lot of these kind of things but I'm not sure about if this integration is available on PDI anit so check before uh doing an experimentation of this one all right cool um so this is how you can configure um so super easy and you can make your employee experience better you can um literally help your agents to um short the incident or issues quickly um before uh going to next steps um I want just quickly show you what else you can do so as an employee I can literally come here in my Ms teams and I can open this app uh and you know utilize um utilize the virtual agent conversations within my my Microsoft teams right so if I want to integrate I an employee so I can say hi I initiate the conversation with virtual agent and you can see all the topics configured in the background are available here so for example if I want to check status of my ticket and I can check here I don't need to go back to and log to service now portal and then uh see the status so I do have nine incident created uh which one I want want to see I want to see say email issues so you can see how easy it is uh you know I can see the uh all the details of incident which I created uh I can click here I can go to incident so it will open the page directly um service now page and also not only I can just view that I can also add my comments so in case if I want to update uh uh few more observations against this incident then I can um you know I don't need to go back and open the service now and then uh Bas there I can simply just click yes and add that comment or additional information against this incident so you can see how uh useful it is um to having uh you know employee experience better also as an agent if you see the agent perspective um then this is what my um service operation workspace so I've logged in as an engine which is uh one of the agent is helping um to resolve the issues and you know I do have lot of different options so for example if this guy want some help from live agent then say I want to inter with the live agent then I can initiate the the chat directly from Microsoft teams so if I initiate a chat with agent then see uh you know uh directly from Microsoft teams that chat request comes here to my agent uh Angeline and I can accept the chat here uh all right so as an agent uh you know I can accept this chat u i can interact with end user doesn't matter end user is uh you know is in Virtual agent in service now or it's on the Microsoft teams right so so you can see as an end user I can see these options here up all right so yeah so B engine is available and I can have any isue this by bth I'm facing issues with email right so as an uh agent I can have all these uh responses here and I can also interact with uh with end user no problem let me help you so you can see how easy it is um for agent as well as uh here an employee to interact uh so this is for the response from bth all right great uh so I can do multiple things of course uh what I want to show you here is there is a call um in the quick section so you have this option here um you can do you can as an agent I can do so many different things but I want to show you is about uh you can transfer this chat to uh agent or you can um you can initiate a team call here so as an agent if I want to understand the this isue in a better way then I can uh initiate the Microsoft teams meeting directly so what this will do um you know simply it will create a meeting between U agent as well as uh the end user so you can see teams meeting is created not only this I should have a call initiated so this is what my view as an uh as an agent so I can see here there is a call initiated so as an agent I can join this call similarly as an end user oops okay yeah so as an end user I should have that call or uh meeting invite yeah I could also attend that meeting yes please I want to keep this mute and I can join so now uh now uh end user and agent they both are in Microsoft teams call directly and they can you know they can have a discussion um or even they want to um initiate some kind of a chat they can have chat as well so nor normal Microsoft teams feature yeah so all this is available so as an agent um oops so I can see all the CH so basically IDE here is uh it's super easy for me as an agent to interact with end user and it at the same time it is very easy for the end user as well they can communicate into their own favorite communication tool and they can have a discussion on uh incident or the problem which user was facing as an agent I can you know work out solution for that user and uh it will help me to complete a case quickly yeah so once I finish this for example discussion is over then I can come here let me also exit this one so I can come here and I can um you know uh close this uh issue itself so how super easy it is and as part of uh this chat um I will have all those uh discussions recorded as well so I will have all those uh uh you know chat Trail as part of this incident so in case if that issue need further escalation then you can create case or as I can do multiple things right so so idea is there there are a lot of options uh you can uh as a region you can utilize and improve your product it so that's a one option uh Al before moving further let me see if more questions is there any separate confirmation there is a question in the chat window is there any separate configuration need to be done for different languages for example if the user is using Chinese whether it changes responses uh for language yes um you have to use uh the normal service Now language uh uh option uh there is nothing separate configuration is required uh if you have that language um uh covered as part of your uh normal service now instance then uh it will work as it is uh there's no separate configuration required to for the MS teams so your agent can uh chat in English however if end user doesn't know the English or some other language then definitely um we can have that integration or the uh interaction enabled so there's no seate configuration required for language perspective it is part of service now ecosystem okay good so further next uh what I also want to show you is um me go my PPD make it big uh there is something called major Incident Management um if you're not familiar with this um let's see if you have some uh outage happen which is going to impact uh all of your employees then uh in such cases you always try to give preference for these kind of big outages so as an uh insent manager whatever will do instead of creating a normal incident I would like to create a major incident um you know um just to um just to in initiate the flow of major Incident Management which is one of the module in service now to handle such major incident and once I initiated the major incident then I can utilize my Microsoft teams uh integration within MIM workbench to um initiate the collaboration to initiate the quick communication between employees uh all those sort of things uh so as an um major incident manager I can utilize Microsoft team indication for my uh uh those kind of important Communications to handle these kind of uh major incidents uh smoothly and turnaround can be uh lower right so I'll show you as part of a quick demo um before I going further uh there is a dashboard also available so in case U if you want to track um how your Ms teams integation is doing you can utilize this dashboard um to see uh you know how my uh Ms team syndication is helping my end users you can L Le come here and see um you know what was the duration of those uh uh Microsoft teams uh um conversations uh also um in case if uh you know end user uh they hang the conversation between or um you know the conversation End by your agent so you can track all these uh uh all these important metrics uh by using the conversion altic dashboard so which always help you to improve the entire process also there is option let me close this out is for that U also um someone was talking about the spoke right so um in case if you are aware about the flow um designer then uh you can utilize um various different use cases to automate them uh by utilizing the graph API spokes so I'll show you how you can configure it's super easy I'll just give you one example there so you can utilize those um graph API Microsoft graph API um you know um options to automate various different use cases so couple of use cases just written here you can uh do the chat management you can uh do the notification management by using your service now Flow Design signer um you know you can create your channels uh all those sort of things can be done right so lot of automation can be done with the help of these spokes uh you can utilize these spokes or uh in your uh in your uh Pro designer um if I just quickly show you um one example of M major Incident Management so for example let me close this so for example there is a major incident in my organization and I want to utilize Microsoft teams for uh you know quick Communications for quick turnaround then I can uh simply come here I an incident manager May incident manager there's a question okay thank you s no worries all right so as an i insent manager um what I can do I can utilize the Microsoft team integration for uh for you know for the quick uh turnaround so I can come here on this major incident um there is a outage so you can see there is a user who reported and as a major incident manager I have promoted this as a major incident uh you know so I will have a option here to initiate the Microsoft team set directly um so it will U you know uh it will help me to engage with my resource is with my team to let them know there is a major incident happening uh you know so that they can be aware there is a MIM initiated and there is a big outage right so you can utilize this you can start a conference call from here directly right so all those options are available for me uh what I want to show you is something called a view workbench so workbench is something um from the separate area where as M I will have a different options to initiate the different communication methods so if I am a am I manager then I can initiate a communication so I can send the Microsoft team notification uh to my team members uh you know just to let them know there is a major incident happen and I want them to keep their uh keep their um you know um uh eyes open so that uh we can solve this uh so I can come here I can compose uh communication to my resources yeah so for example I want to send communication uh uh these three MERS so Beth Angel is from uh say um operations team system administration as well as the Hana Walker so I can say hi there is an M created please make yourself available to work on right so I can initiate this uh notification the moment I hit the send button it will send the message and it should be there in my teams yeah so see this is what the notification I got so as an remember now I know there is a um there's a notification uh which is saying that there is a measure incident created right so I can I can see that M directly from my my teams I don't need to go somewhere else so I can click here and see that uh measor incident and work up on this similarly if I go to B as an B also got notification right so you can really literally you know U initiate those uh Communications via workbench and it is very helpful uh in few cases for sure not only I can just not initiate the notifications also I can initiate a team call so if there is uh urgent requirement where I want my team to collaborate quickly so that we can fix the issue I can initiate a Microsoft teams call directly from my my workbench so I want to initiate a call Save that means I want to initiate a call between these two uh and I can start the call so I should have call yeah so you can see the call is initiated this is what the call unit number is and so Yep this is what the call is yes also there's a call here join now so as a MIM manager I have initiated call so that I can collaborate with my team member to fix this major incident quickly uh so you can see how how easy it is for me to initiate uh call directly from service now uh page and uh your team member they don't need to really log into um service now they they're using their own favorite uh communication tool like macrosoft teams they can join those important calls directly from teams right so they can collaborate here they can discuss the issue they can uh see the work around and and uh and you know quickly respond to the team to uh fix this major incident yeah so for example if as part of this initiate they did any kind of a chat right and say my discussion over uh I want to go out let me close the call from here also so you might have notice uh this this basically this bot will initiate all those uh meetings and and chats right so this this bot is nothing but the Manifest file which we uploaded or the by default bot is available so this this bot will control the meetings um initiation as well as uh as an MIM if you see I have many different options so I can end call directly from here I don't need to go back to Microsoft teams again so you remember the one window concept um I can also if I want to join the call I can join call from here if I want to listen what my team is is uh discussing to fix the issues also I can uh mute unmute uh the audience directly from my service now page so as an MIA manager I don't need to go back to log to my Ms teams I do have all those options available within my own window here right so for example if my call is over discussion over then you can see done yeah so you can see how easy it is uh to have a uh those kind of important collaboration directly from my own window yeah so that's one example let me see few questions can I Sur a meeting from service now for a specific time meaning instead of initiating inant meeting whether I can set up a meeting from 30 minutes from now uh I think you can uh set up a meeting but not from service you might need to use some kind of a Spoke uh to set up those meetings but you can automate that meeting invite as well uh you cannot block the calendar uh in case if end user they are managing their calendar over the Microsoft uh 365 then yes uh if they're not using the online Microsoft 365 app uh then no and there's another question let's say has itm standard license and then want to enable M teams integration but has budget constraint for up license can they still go with the integration um I this thing need to check uh what are the limitations with the G license uh anit always uh I will will request you to reach out to service now team uh to have those uh licensing discussions there is another question whether I can include external email IDs as well um you can external email IDs uh uh yes but that email ID uh I mean the user should be on MX teams right that's what the ultimate requirement is and they should be part of same tenant Microsoft tenant ecosystem then of course yes so if you're using Microsoft tenant then then uh you know service now will just integrate with the tenants and all the email ID is part of the tenant can utilize this feature uh then you if you have multiple tenants then you need to configure your multiple tenants with service now so if you recall the if I can just quickly show you there is an option to have a multi-talent integration as well yeah so you have to basically you have to integrate accordingly if you have multi microft oops so now if you go to install as your apps then you have to um follow this uh integration for multi tant uh there's a question say for example I want to include a user from Yi but I'm working from access company um so whatever you're working if you're part of those tenants Microsoft tenant then you can utilize this integration yes so it's all about tenants not not with the and which company you're working so if if you're all your email ID is part of the tenant you can utilize this functionality all right also I want to show you very quickly before I showed the next uh thing so I was talking about the spoke right so um you can utilize various different use cases by using the uh flow designer if if you're aware about the flow designer so I did one uh automation here what I did um basically I have connected one of my team's Channel with the flow uh uh with this flow and what I'm doing here is I am basically uh creating one automation where any incident created in my service now instance then it will generate a notification on one of my channel right so you can utilize these options here you can see the graphy P so you can do all these uh different use cases uh automated you can create meetings directly from here this spoke there was a question right so you can create meetings directly from spokes uh you can add members you can add new channels all those things can be automated um if you'll use uh spokes right so if if for example if this is what my integration is connected if um if I show you there is something called oops Yeah so if I go to my this channel so I have created this channel anytime if any new M created I will have notification on this channel right so you can see this is what the notification I received about the last uh MIM incident right and it is super easy to configure all these things uh you know you can go to uh say connectors and so you can see this manage what you have to do you have to copy this uh this URL and go to your service instance flow designer paste this weburl here and whenever this flow runs it will send out the communication to the teams Channel super easy all right so as we are approaching uh to the end of session I would like to quickly um initiate one more poll just to know where are we standing now so if you guys can quickly respond to this poll as well um since you know little bit about the team integration now what do you think U how confident you are to initiate on uh this experiment on your sub production instance all right so while you're responding quickly pick questions uh anit you you can literally go to the flow designer and you can um search this actions here uh go to teams and you can see all the spokes available here by graph API I don't think all these uh spokes covered as part of documentation but you can always come here and see uh different options all right good oh very good sounds good guys uh really really appreciate so majority of they said yes to the poll so seems like uh you guys learn um today and ready to experiment on your uh sub production instance very soon all right good um is there any else any last question if not then I would like you to remind post this session you you will have a option to fill in your uh survey responses don't forget to do that uh once you complete this session uh in few days you will see this ppds available on um as well as recording will be available on service now Community page you can have this uh there is really a you know very good uh helpful resources available on this PPD a couple of frequently asked questions uh which will help ultimately you to enable the um integration on your sub production stance happy to answer more questions uh you're slightly overun 2 minutes so in case U if you want to stay back if you want to ask more questions fine otherwise thank you so much I would really say thanks once again for joining this session today hopefully you learned something uh good and you're going to experiment uh this indication uh to bring the efficiency uh as well as increase the employee experience on your uh in your team no worries thanks Leah yeah if no more question then I would like to conclude the session here thanks everyone see you next time thank you have a nice day guys