perfect I think we have good number of audience at the call and respecting their time let's kick it off hi all welcome to the event where where we will be talking about a new module which is a product feedback I'm Shivan joining you here from Bangalore India and I'm part of a product success team I will be helping you in today's session along with other panelists who are from the product success team and service now uh so let's move ahead let's kick it off uh I do have Ashish and yeah Ashish is going to introduce himself later but before that let's understand or uh look at it our housekeeping rules Das if you move to the next one please thank you so uh the way we we are going to we have planned the session we are going to share the content everything during the uh meeting you will make you you can make use of the Q&A section in case whatever you are seeing you have any questions please make use of a Q&A section and put your queries over there uh with my other colleagues we will try our best to answer your questions later we are planning to save around uh 15 to 20 minutes to have uh an open Q&A where you can raise your hands come off mute and talk about uh the things once we have gone through excuse me once we have gone through the content and we are going to record this presentation uh so the recording as well as the presentation is going to be available on the community I will be sharing uh the location in the chat window uh for the future reference and uh after the event once we are done you will be prompted to fill up a survey so my humble request to fill that up uh because that survey normally helps us out understanding how the content was how overall event what do you feel what are all the interests you have so accordingly we will we can come with the future events over there okay uh can we go next Ashish thank you so uh this is the QR code feel free to scan it to understand or to know what are all the events coming in this year uh the way you have registered for this one similarly you can go and identify the upcoming ones so you can click on it or the you can scan the QR code go and register over there Ashish can we go next okay our Safe Harbor so we just want to inform as part of a safe harbor audience this presentation may contain forward locate statements so which based on our beliefs assumptions and other information currently available to us only as of date of this presentation so anything may change in near future but we are trying our best to share the information which is available then we move next and have a quick view of the agenda so as part of our introduction Ash is going to introduce himself we will be talking about the kind of challenge we are trying to solve during this event following with couple of poll questions just to understand and audience who have joined us today where do they stand how do they feel about the specific topic then we start doing more deeper dive understand what the product feedback is all about how you can set it up following with a demo and then obviously Q&A this one is going to be the one where you can raise your hand uh we will off mute you and you can talk about but please don't hold your questions in between make use of a Q&A SE section with that I would like to hand it over to Ashish to introduce himself and kick off the session thank you thanks Shan hello everyone I'm Ashish jaswal product manager in service La as a product manager I'm happy to introduce product feedback a product for product managers our main goal of this webinar is to understand the major challenges of product managers and sales folks how product feedback module helps overcome these challenges and also understand the features of product feedback and how to enable product feedback set it up you want do you want to this is a poll question so let me quickly launch it for you guys and we request you to please answer oh looks like it's not matching okay I launched the later one it's fine but yeah please answer that what you see on the screen Ashish I actually launched the second one so if you move to the next slide I think that matches with what I launched yeah this is the one what I launched okay good so the question what we have is uh how do we collect the feedback for other specific product and I think so far we have received around 58% of votes mostly it redirects to the manual activity okay good to see few of the folks are already using the product feedback okay great we have folks who are using the custom automated flow okay perfect I'll just wait for 10 more seconds before I end the poll and then I'll publish the results as well okay here we go let me show the results I just hope you can see the results on the screen right yes yeah so I think yeah that's a good feedback in general so 89% of people are still collecting the feedback manually and for sure this functionality is going to be very useful uh to all of you and before that uh I have one more question let me launch that oops for some reason I think okay uh Ashish let's continue I think some reason I'm not able to launch the other question but it's fine I think this the main one where we wanted to understand where our audiences are so yep let's continue asish show you so um we have built a product to help a fellow product managers and sales team product feedback is a module in strategic planning workspace and it enables product managers to innovate and drive value through product Discovery and customer insights product feedback helps you get feedback from multiple sources like email customer meeting idea portal etc for a product manager ideas from idea portal is also a feedback Now product manager analyzes a group of similar feedback and creates a product idea that solves the pain points mentioned in the link feedback product manager aligns the product idea to strategic planning items like epic and project projects and then does Road mapping and so on and so forth I will take a moment to answer a couple of common questions that we hear like what's the difference between a feedback and a product idea so when we think of feedback feedback is raw data collected from multiple Source like customer meetings media portal email chat messages Etc and it could be a paino an enhancement request issue or a proposed solution now when it comes to product idea it is a feature or a solution created based on one or multiple feedback product idea talks about a solution that works for all all the customers it assesses and prioritize the product idea to link to multiple planning items like epic demand project and product idea ensures that what we build works and is being utilized for by multiple customers another common question that we frequently hear is we have idea portal and now we have product feedback should we use both uh what's the difference and how uh they are related to answer this question idea portal uh is for your customers to capture customer ideas on your product now idea portal is free in terms of cost ideas in idea portal can just like a feedback can be a problem statement some challenges that customer are facing uh it could be an enhancement request or a proposed solution now when we think of product feedback it is mainly for the product managers and the sales team product feedback is a pro feature product managers may get large volume of feedback so it makes their life really difficult and it is time consuming to analyze all this data using product feedback product managers are able to analyze large volume of feedback quickly and determine easily features that impact most customers they are able to build a solution that works for most customers and take data driven decisions and much more now let me quickly share a quick video of product feedback product managers now have a single repository to collect all types of customer feedback link feedback to product ideas for better prioritization and Associate feedback to epex demands and [Music] projects the overview filters and analyzes feedback Trends and statistics enabling data-driven decisionmaking regarding product road maps marketing strategies and customer service improvements capture feedback directly from your target audience your customers to understand what they like or dislike about your products and services feedback can be automatically captured from many sources it can also be entered manually during meetings to capture details about how well your product supports customer needs and of course submitted by email including through an easy to use Outlook addin where customers like Deborah can quickly provide insights about products making her feel heard and better understood which increases her overall satisfaction and brand loyalty feedback is organized in a consistent way making it easy to view [Music] sort and quickly identify potential problems and accomplishments so you're prepared for that important customer meeting and product feedback enables two-way seamless communication with your internal customers to quickly respond to their feedback feedback can spark Innovation and now it's simple to view product ideas or create a new product idea idea about features services or products that better Meet customer requirements and drive customer [Music] satisfaction it's now easy to collect compare and analyze product ideas make datadriven decisions by creating a prioritized list to identify the best product ideas like this must have onboarding portal idea this product idea is linked to two existing planning items this project and this epic it's supporting a key company goal for successful employee onboarding and it's linked to similar feedback from any Source all viewable side by side in a single workspace support for docs templates and mirror board embedding help reduce effort promote better collaboration and Empower teamwork you can also link this idea to additional feedback or to demands epics and projects and track it all on your service now portfolio road map hello and welcome to the Strategic portfolio management demo align all work to strategy and deliver value Let Me Now quickly uh shift to uh the presentation hopefully you enjoyed the uh video and now uh let's look at uh couple of uh things now here our Persona Alex is a Star product manager and he encounters challenging task frequently he's really frustrated let's take a look at his challenges so he receives feedback uh customer enhancement request over chat from sales emails from his manager while he still has more than 500 ideas in idea portal to theie for Alex ideas from idea portal is also feedback Alex faces challenges when analyzing large number of feedback entries using softwares such as Excel or word even when he's organized with his notes it's hard to collaborate and may end up missing some important information due to a substantial volume of feedback and his limited capacity is he frequently re relies on his intuition for decision making now we are introducing product feedback and let's see how it impacts Alex so an email from Alex supervisor informs him about security Improvement requested by customer he uses the Outlook addin to quickly get this feedback appear on product feedback the single click the subject and body of the email is captured via Outlook added now Alex May edit or add attachment if needed this is super simple Alex is happy with just one click feedback is created in the application let me quickly switch to product feedback Alex Goes to the product feedback module of strategic planning workspace he notes custom filters it's completely configurable it's configured to show only product that has uh Adobe in it the remaining filters are also configurable now he navigates to the feedback list view page you can see the feedback created by Outlook addin appears here he also notice that there are various uh feedback from multiple sources like email social media customer meetings Etc idea portal Etc now he wants to add relevant tags to the feedback so uh I have added it uh just to save time and now uh he's able to ensure that he's working on the most trending items so he sets the value of the sentiment as well it could be neutral positive or negative based on the customer feedback Alex is also glad to see the options like link feedback to any entity he's able to link this feedback to an incident that's closed related to it or simply create a new incident right from here once the incident is linked it's available under related items stab now this tells us Theo story where multiple products of service now are closely linked and it's a they're able to work together now Alex navigates to feedback overview page he notice the top trending tags and was easily able to determine which what needs his attention the security tag is trending this means multiple feedbacks on security features exist he identifies similar feedback and notied multiple customers are interested in this security feature like Microsoft broadcom IBM and Google now before creating creting a product idea as a solution he wants to check if anyone within the organization is already working on a similar idea simply selects all the feedback and click on link product idea now he found a product idea which could be a solution for all these issues and he linked the product idea to the feedback he noticed the product idea count has changed and he could take a deep dive to look at the linked product idea now Alex was able to identify the owner of the product idea so he was able to have a discussion with the fellow product manager he also noticed the list of customers interested in the product idea he was able to link the product idea to organization goal and they were able to collaborate using moboard they collaborated to determine all the use cases and saved it in meob board so he has a reference in future Alex found embedding miror board quite simple just copied the code from here and pasted it it's just that simple and now they're able to make real real time changes to the mirror board example just copies it and paste something here and that's what we see here as well it's real time so all the discussions and conclusions were saved for future reference he also noticed that he could link this product idea to Epic incident projects and demands used customized product idea lens to create create a portfolio I have already created one just to save time excuse me so so Alex is able to priortize the product ideas he's able to view the product ideas and epics in road map and also look at the kban view so now Alex can easily determine the performance of the product as well and customer opinions using sentiments he's is finally able to take data driven decision using these sentiments based on the selected filter data can be selected from 3 months 6 months or over a year and also with just one click is able to view all the positive feedback and the negative feedback that you have received Alex checks over all sentiment of the product is easily able to take a deep dive on all these sentiments and with sentiments over time he's able to understand in case there is Spike in negative sentiment for a particular month what was the reason for it what went wrong and he's able to take action on that quickly he's now able to analyze evolving customer sentiment pattern over time and drive product decisions sentiment and custom customer filter helps Alex be prepared before any customer call with a single click Alex is able to take a deep dive on Google as a customer Alex is able to determine the customer what are the things that customer is happy about what are the things that made customer upset and now he's able to build a strategy for customer attention hopefully you saw that Alex used product feedback to help with analyze and organize customer feedback in a single repository he was able to link multiple feedback to an incident and product idea for cross team collaboration he also prioritized product ideas in strategic planning to drive customer Centric Innovation product managers can easily determine what's important and has greatest impact quickly determine the performance of product and take action with ease it's easy to collaborate using Meo or Trello and also provides a connected experience linking to an incident case or any entity it gives you an option to customize a lens prioritize Road mapping everything is possible now I'll quickly navigate to the PPT and here is the flow on the setup process this helps in determining the must have steps and the optional steps required to get you started with product feedback I will go through it some of the slides and all the configuration steps has been captured as part of this presentation now I will demo the installation step for Outlook addin it's super simple I I have to do is go to service now and search for for manifest and now just click on service now for product feedback and download this manifest file once this uh manifest file is downloaded we need to go to our Outlook look click on get addin navigate to my addins and then click on add a custom addin from a file just select the Manifest file that you have recently downloaded and you're done you would be able to view this add in service now for product feedback it's that simple so all the steps related to configuration have been captured in details hope it helps you um get on boarded when you think of adopting two product feedback let me know if you have any questions I'll be happy to take them so Ashish maybe before we go to the Q&A couple of questions more of a generic ones uh for the demo purpose which was the inst I won't say instance sorry but the version we use just to make sure uh the kind of functionality what our audience has have seen uh they know all those functionalities are part of which version if you can call that out yeah that that's a great thanks for mentioning that shiman so basically for the demo purpose I used a Washington instance which has the inlight edit capability okay perfect and that's a new one or the latest one uh which is going to come out soon okay great and Ashish I do remember I know you have already covered something around the Outlook addin uh but when we were seeing the list of uh all the feedbacks uh and the sources I I saw Outlook was there along with that some social media so basically multiple sources the you were able to collect collate the feedback from the different sources so in case any of our us users or the audience in this call they would like to know about all different plugins available so what kind of reference material is available uh for them to be referred because I think the need is going to change some might be doing it in the Outlook or the Excel or getting it from the social media some Community it could be anything right so do we have something uh for them as a reference where they can go and check depending on their need yeah uh that's a great question so when it comes to email basically we have Outlook added at the same time we realize that some customers may not be using Outlook at all or uh they may be hesitant to use Outlook add in so for them we there is an option to configure an email ID so you could configure an email ID and just send an email to that configured email ID and your feedback will be created it's that simple uh folks can always uh create feedback using idea portal and also come into log into the application product feedback and uh create a feedback because I think we are done with the content uh and or maybe anyone who would like to come off mute or would like to talk about it just raise your hand and I will allow you to talk and have an open conversation okay if no then I think uh we are more than happy to give you back rest of the time thank you once again for joining the session uh please uh check out our upcoming events in the near future please go register and understand what are we doing where are we and if that helps we will be more than happy to help you further on that with that I wish you a good rest of the day thank you so very much thanks everyone