thank you and welcome everyone to this month's installment of introduction to service now support we are so glad you're here with us today now that said I'd like to take a moment to share our Safe Harbor notice which in an nutshell says please do not make any buying decisions based on this presentation as what is presented is subject to change so bear that in mind uh as we go through uh our agenda and the information we'll share with you today all right now as you may know this live on service now webinar is part of an interactive event series and with that in mind uh you can see the full schedule here on this link or just scan the QR code that is on your screen and you'll see our curated event series calendar of experts and peers to help you achieve value faster with service now so again feel free to click on that link now or scan this QR code to see our future sessions and we'll jump right into some housekeeping and then introductions so first of all just so you know thank you for utilizing the chat and sharing uh your uh locations and the weather where you're at we did save time for Q&A so if you have any questions we will strive to answer them at the end of the session please submit those questions using the Q&A button at the bottom of your screen in the zoom controls uh this presentation is being recorded and will be shared on the service now community and after the event uh when you leave the event or when we end the recording you will uh be prompted to fill out a survey we'd love to hear from you and uh thank you in advance for your feedback and suggestions all right all right I'm going to introduce myself my name is Vu fam and I am a learning Solutions and delivery lead with customer support here at service now I'm based in San Diego and currently it is cloudy and probably around 15c uh uh low 50s uh here in San Diego currently um I'm going to hand it over to Justin Brown he's our co-host today Justin can you please introduce yourself sure so my name my name's uh Justin Brown I'm based out of Santa Clara where currently it's 51 degrees and uh I noticed that we had somebody from British Columbia where it's snowing um I actually went to University of British Columbia in Canada and so I was proud that our latest release was the Vancouver release um and um I grew up there so born in England raised in Canada I currently live in in the United States so IR ran a Global team of about uh 220 Engineers um uh I'm my team is one of many uh what we do is uh uh we group uh products and skills together from a support perspective and so my team uh runs all the integration so anything that goes from the platform in or out of in or out of the platform is is what my team gets involved in and so I'm happy to be here and uh represent support in general and provide this this overview um meeting with new customers is actually a um a really uh a great thing to be involved in so I'm happy to be here awesome thank you Justin for being here and for sharing your experience and expertise uh we're going to jump into a question for our audience which is what role do you identify with so I'm going to launch a poll here you should see it uh oh actually hang on for a second that was the incorrect poll question apologies there so let's go ahead and give this a shot again so what role do you identify with developer implementer system administrator platform owner business leader and I see some results coming in it is uh definitely uh a little bit of a race between developer implementer and system administrator as our top two currently followed by platform owner and business leader So currently uh it looks like it is neck and neck um about a third of you on this AUD of the audience is developer and implementer um system administrator just is now leading by uh um just a couple participants and finally platform owner is about 20% and business leader 8% so we have a pretty good variety here Justin but definitely more on the system administr administrator and developer side all right that that's always helpful because I can try to make sure I put extra uh care and attention on on the distinction between those two roles so awesome cool well let's go ahead and move on to our agenda so what are we going to be covering today well here is our um agenda so introduction to service now support we're also going to share a bit about our approach to support and then introduce all of you to the now support portal and share how you can get support when you need it and finally the uh Q&A that we promised as well as a wrapup so let's go ahead and jump right into introduction to service now support all right so thinking about service now support uh one of the fundamental differences that we're proud of is our unified engineering approach with customer service and support uh also Global cloud services and product development all under one uh organization Justin can you share a bit about why this matters and what are the benefits yeah certainly so um I've worked in different support organizations of different companies and one of the things I like about service now is the fact that uh support is actually part of the engineering um and CTO uh organization and the reason for that is um um is when you're running a sas-based um platform service it's really important that uh you have a closed loop um so we work heavily with the global cloud services team who are running our data centers as well as um um working with our our Zur Partners as well um and uh so from a customer service and support perspective obviously we're we're taking issues from from customers some of those might be U hosting based in which case we'll engage GCS others might be um product def effects or or or things that we need extra expertise from the product team so by all being part of one organization it really helps us uh remove any barriers uh between the teams and gives us a conduit to um uh get get what we need in order to to solve the situation with the customer uh the other thing I would add as well is we're our own customer and what I mean by that is anytime there's a major release uh the customer service port organization takes the new release first uh we also try to Pioneer and uh and and and test and um some of the new uh capabilities so recently as an example um some of the new geni capabilities that are being put out in the platform we're using those uh within the support organization like case summarization um and and some of the other features and so U being part of that same product team allows us to then feed that uh feedback in real time back to back to those that are in in a position to influence and modify the road map so um so i' I've found it to be quite a pleasure actually being part of that same organization great thank you Justin so it sounds like uh with our unified engineering approach the walls are reduced there's more collaboration and there's a perspective that's brought um by the organ uh organization and its leader so um I'm sure many in our audience I saw a comment earlier uh have multiple uh responsibilities and facets to their role as well so that perspective all right thanks um so thinking about our customer service and support and our actual centers you'll see here a map and as you can see there is uh there are support centers site reliability centers uh US Federal and language support centers throughout the globe and we provide 24 hours a day seven days a week 365 days a year uh support uh for our customers for all of you and uh that said let's dive a little bit deeper into our model which you can see also uh follows the Sun so um Justin thinking about our follow the sun coverage and our Global support centers uh a little bit more about how we uh provide coverage for our customers yeah certainly so like most companies um we operate uh or classify our cases according to priority so priority one two three and four uh depending on the severity of the incident so Priority One issue would be where an instances uh down or unavailable um for one or more users a priority two might be a performance degradation or a broken integration um and so um really the follow the Sun model is designed to provide um as seamless as possible uh experience for those those p1s and p2s now um sometimes the customer is not available so a P2 might be kept uh within a particular region uh because they're only working certain hours of the day uh but for those um um customers that's uh have a critical issue and they want us to work we can hand it off between regions So within am M we actually have um you saw both an east coast and a West Coast uh so we have a large support team in Orlando Florida and then support teams in San Diego and Santa Clara um in apj uh we have a a large uh presence in um in Sydney Australia um and then in in India we we have a presence in Hyderabad um and then in turn in EMA we have a presence in Amsterdam uh stains in the UK um as and more recently we've made a significant investment in Dublin as well and so um uh working in multiple centers allows us to um handle and and flow work um because obviously uh holidays aren't the same across the regions as well um and so it allows us to to balance the work so for the most part we try to keep P3 and P4 work within uh within the time zone uh the reason for that obviously is uh regular business day uh working with the customer and so on but those those p1s and p2s we have the ability to pass those from region to region and so it's important that uh we make sure that we have uh good what we call technical action plans uh that are documented if we're going to hand off one case to the other so as a new customer you might be asked um if you're going to be available or if need to reach out obviously if you're a hosted customer um and you've granted us access to to the system we have certain rights and and and and abilities to do things but at the same time we're not going to do anything that's uh impactful to your system without your permission so if we do have a critical P1 case um we often will ask whether or not uh who who would be the on call person from your perspective out of ours uh should we need to make a decision on something so that that's more uh in the case of say a performance issue or something like that where we might need to um move a node or or or do some other um um short-term maintenance work to resolve the issue so great and there's a note at the bottom there um if and this goes to this to some administrators are in the audience as well is it's important to make sure that the um that the phone number and the hours of communication are current so obviously a lot of companies will operate they might be us-based and they might do uh development overseas in India and other places in which case we have the ability to support that if we know that this the the case contact is in India they can work with with my team in India as an example on an integration issue um so it's important that uh the preferred hours of communication and the contact number in international format is correctly data filled in the system and that allows us to actually click the call uh to to call call the person directly or or we also um as a as a customer you have the ability to put notes in the case uh that will go to the engineer and and so we'll do some Communications um through through email um and then other Communications we might spin up a zoom and and have a real time collaboration to try to reproduce an issue so thanks Justin yeah it's really important to ensure that we uh have the best time and way to communicate with our customers and thinking about follow the Sun and now that we know where and how our support covers uh every day of the year uh 24 hours a day let's talk about what support can actually do so um Justin thinking about support uh can you share a little bit more about what's in scope and what's out of scope for support yeah so uh from a service now perspective one of the things that we're quite proud of is the fact that we are providing um what we believe to be an IND industry-leading platform uh that allows uh customers to build applications build portals build self-service um and and automations um based on our platform and so from a service now perspective we support that platform um and we support the application features and functionality that's on that platform now uh some of our customers um have very large development teams um and some are building um Native apps others are using more out of the box functionality and so there will be a point sometimes uh in the investigation where um where the responsibility falls on the customer to further troubleshoot we will troubleshoot up until the point where uh we can safely determine whether or not it's a it's a platform or an application feature or functionality issue and then we would ask customers to either work with their internal development teams or their third parties that may have developed things uh we don't have the um uh the ability to necessarily go through uh your entire application and and and take on the role of of the developer we we ask that the customer and their Partners um do the development on top of the platform um so great so now that we know what's in scope and out of scope uh there are different ways our customer can engage with uh customer support here at service now uh can you share Justin a bit about the customer experience for the different levels of support we offer yeah so um sometimes time ago uh as a company we we moved away from from kind of a single monolithic model for support uh which is the the guided or or the Legacy uh option that you see there we've kind of tried to create some differentiation uh based on people's level of comfort with the platform um and um their investment envelope that they have and so uh for those that are comfortable doing self-service and not being able to um directly call support um and to work through uh the knowledge that's there uh they might Leverage The the online knowledge base they might leverage the community uh we do offer a 5 by 12 uh 7:00 a.m. to 700 p.m local time support coverage option uh that we call Base uh guided is our our Legacy offering and then we offer to um what we call impact offerings Advanced and total um from a support perspective Advanced and total look uh relatively similar uh but there are some distinctions uh from an impact offering perspective um one of the things that's mentioned there is an impact Squad so an impact Squad would include uh customer success Architects it includes um support account managers it includes um developer support and and some other things and and if you want more information about that then reach out to your account team um uh but from from a support perspective uh we provide 24x7 for anything above guided um and we provide the ability to self- serve or create a case um for for all guided plus options great um and one thing I should note um is P1 outages are supported across all customers 24 by7 so even though U base is 5 by 12 if it's a P1 it would be supported um because we pride ourselves on availability of our platform and so that would be the exception to to the base yeah it's one of those things where we want to make sure our customers get the support they need when they need it and those p1s are definitely when our customers all of you would really need it so Justin thanks for sharing a bit about our different levels of support um now once one of our customers submit a case with us how quickly should they expect a response yeah so we we have um what we call response Target so that's from when the case is open to when you would get a response from uh from one of our Engineers uh we have a concept of meaningful First Response uh that we we we try to cover with our Engineers to try to make sure that we're communicating uh who owns the case what what typical hours they they work um and any questions or clarifications that that may be required at that time uh typically if it's a P1 uh we might suggest getting on the phone uh sooner than later um whereas a P3 or a P4 might uh um might not demand that um the service level response targets um get more aggressive as you go from left to right in terms of uh the package so typically the impact offerings are um are twice as fast for P1 and p2s um and we do track them so we do have a a concept of what case to to work on next and and uh so we we within our dashboards we know that advanced in total customers require a response um much sooner than than say a guide a customer and so we do track and and try to uh meet those uh service level response targets as as much as possible great so uh thinking about uh responses now that we have a better understanding of what support does how to engage support as well as uh the expectations our customers can have with how quickly support will respond um let's go ahead and jump into the now support portal uh to talk more about how our customers can find the answers they need so um for all of you and our audience now support portal is our ecosystem of support tools Technologies and content to find answers quickly uh this portal can be understood in three uh distinct areas uh first of all the self-service area second you'll also see unassisted support here on the screen and finally assisted support knowing that these uh three different areas each have their distinct uh distinctions we'll go ahead and dive deep deeper into each of them so let's go ahead and take a closer look at the self-service portal so thinking about the now support portal this is uh one where it displays your critical information uh Justin in the portal what are some of the things that I can do here yeah so if you look at the example on the right uh typically we'll try to put a a banner information uh at the top in terms of things that uh are are new and relevant information for um for someone it is uh the portal is role sensitive and so the options that you might have are going to be dependent on whether your system administrator uh platform owner um or a end user uh so as a as a developer as an example you may be um a user and so the options that you have are going to be dependent on that um down below is um obviously the catalog so essentially we have tiles uh that you can click on to drill into additional detail so you can get um information on the instances uh that that you manage uh you can see the the recent cases that you've opened uh you can see the changes that are coming up on the instance so those are things that are are are scheduled and approv to to happen to your instance that could be patching that could be upgrades um and then any sort of news and and further recommendations um the the catalog option when you drill into it and we'll get to it in the next chart um allows uh you as the administrator to sort of U manage and and get get approvals and make sure any those that have access to uh certain options in the catalog do so great thank you Justin so as you can see the now support uh portal uh is your initial stop uh to get an overview of your instance and now we're going to go ahead and dig a little deeper into our service catalog that Justin mentioned uh so some of the Key activities uh you can see listed here on the left Justin can you share a bit more about the activities our customers can do using a uh automations in our self-service catalog yeah and uh again this is this is more for uh the the administrator role uh but uh you would be able to uh uh request a upgrade or or or patch patching uh you might want to ZB boot an instance uh which is uh restoring it back to default configuration and deleting everything um a lot of our customers will have um multiple instances that they manage especially the very large customers uh they might have several um Dev instances um and propagate things and they might even do low testing before they move to uh production and so it's important to um provide um the as many um items in the catalog that sort of make that uh uh Administration effort easier so you'll see um things like uh requesting a new internal instance um and um and uh creating new users and and administering um uh the instance in general from from a patching and plug-in perspective uh Justin you mentioned ZB booot for those of uh those members of the audience who may not be familiar with Z booting what is z booting exactly Z booting is uh as I mentioned before you're actually deleting um the the contents so you're restoring a b your default configuration much like if you were to go to your iPhone and scroll scroll scroll all the way to the bottom and say uh restor to factory configuration that's essentially what you're doing um and so should be done um with great care now much like a an iPhone you could potentially restore from the back out but you you do need to be cognizant of what it is that you're doing and why great yeah so definitely uh be cautious with ZB boots so okay let's go ahead and uh dig a little deeper and talk about um managing instances on the now support portal uh what are some uh features that uh our audience here can do to manage their instances yeah so um as I mentioned U before you some customers have multiple instances and so if you're a system administrator within the instances dashboard there you can you can see all of the instances and and whether an upgrade scheduled and what level it is at and and whether you have any scheduled changes uh sometimes uh We've run into instances where um changes could conflict um and so you need to make sure that as an administrator you're making sure that uh you're aware of this uh we also have some capabilities to uh to provide security recommendations and resources uh to system administrators um and uh and essentially Harden the instance uh things like Access Control list as an example is is an area um that an administrator might need to look at and uh you can also get information around uh the the IP addressing and the database footprint so thank you Justin so uh this is something that I know uh many of the audience might be interested in when it comes to admin uh what are some of the features that they can do on the now support portal for managing accounts and users yeah I mean fundamental to the system administrator role is the ability to um to add ad a review or retire users so you might have someone that's left the company and you need to um retire their and and controlling not to say that uh people that have left the company um have nefarious ends but it's important to make sure that uh you you keep the administration clean and and current and so um you might also need to unlock or reset passwords U there's also um um a concept of roles uh so you need to identify your um who your customer administrators are there are certain uh limits in terms of um how many how admins that you can have Etc so um that's essentially the user admin put piece great all right members of the audience uh question for you and you probably saw this uh earlier would love to know if you have used self-service before and if you have how do you feel about it um it as you answer this question uh hopefully you are finding a bit out a bit more about what self-service can do for you um Justin shared quite a bit of information and you can see that the now support portal self-service area is a very powerful tool and um as we can see here uh I'll close the poll out in about 10 seconds um right now many of you have used it and also many of you have not uh used it yet so hopefully uh the information that Justin shared will be a prompt for you to jump into the self service portal when you need to and explore and get some help that you need as well so that said um it's pretty even with h 45% uh have used it 41% have not used it yet and uh just a few of you have uh tried it and uh others are learning for the first time what self-service is so thank you all for sharing uh your experience so far with self-service let's go ahead and jump back into our agenda so um we talked about uh self-service and now we're going to talk more about unassisted support and that area of the portal um Justin many people here probably know what a knowledge base is which is a collection of easily discoverable articles that cover specific topics um here at service now we actually create and update these articles while cases are being investigated and resolved um thinking about why we do that and how we do that Justin what are some of the benefits of taking that approach yeah I mean the the the the goal of of a knowledge article should be um a dual one is uh we might link or direct you to a knowledge article as part of investigating a case right in terms of uh providing an explanation of of a a feature or a a know issue or um or a typical configuration problem encountered by customers um we also need to make sure that that information uh can be found um and and is relevant and so um when we say thousands of relevant articles what we mean by that is on an ongoing basis we make an effort to retire stale articles or update articles and we do look um as part of our KCs effort internally at which articles are being used um the most and and try to make sure that uh those are are kept up up to date and and cross indexed um the um some of the other things I kind of wanted to point out and thank you for advancing the slide is uh at the top uh you would do the the search in this case you're typing in patching uh you will immediately get the results in the main panel there um and then what I would encourage you to do uh to get more relevant information is to consider filtering the information on the left so we do our best to um to order um based on on the keyword search but also in terms of uh the articles that are most frequently referenced or marked as marked as helpful but uh if you can kind of filter on the left hand side uh that will change the order of the main search results uh there is a thumbs up or thumbs down option on the right hand side which uh will help us adjust the waiting moving forward is obviously not mandatory but uh uh it does um help us over time uh get more and more relevant results uh one of the things that uh you may see on the support side as well um is we're starting to incorporate um some of the AI capabilities of our own platform within within the search um and so we're starting uh to um create uh AI generated content that uh that can be optionally viewed as well um based on on uh information that we have in the documentation and so on so over time you'll see this develop but the that's the the primary uh functioning of of the system uh today thanks and as we develop it further um it'll even get better so thinking about our knowledge base we also have uh an aspect of the uh uh now support portal which is the known error portal um about obviously known errors Justin um now can you share about why this makes it easier for our customers to find issues uh and the possible causes and workarounds and why it's valuable to them yeah I think anyone that's used any amount of software um over time has come to realize that uh the sometimes you run into things and you get an error dialogue box that that points out a particular error essentially what this allows you to do is then take take the text of that error message and then drill down and and understand what you should do about that error and so it's U allows you to specifically search known errors and uh and find articles that will provide you an explanation um and um and hopefully steps to relief or at least if if there's not necessarily A a relief action um understanding what generating that uh you can provide um provide your own relief or or work around so um and uh one thing that's noted there is if it's a known error uh or known problem uh that's related to a a known defect then um scheduled fix information will also be be made available there but typically we won't uh just stop with sort of oh this is a known problem usually uh we'll do our best to uh say if there's any sort of workaround available for for that issue thanks Justin so in addition to searching our knowledge base as well as our known error portal um there's uh another aspect of our unassisted support uh that isn't quite searching right it's it's our virtual agent and um this is something that uh we hope to provide our customers with an intuitive and easy way uh to get what they need so can you share a little bit more about how our virtual agent capability assists our customers yeah so the the virtual agent um uh works a lot like um other virtual agents that uh you may be familiar with it uses our own platform uh virtual agent actually happens to be one of the products that my my team supports uh we use it internally as an example to reset MFA tokens uh with our own it department and so um the uh the virtual agent will allow you to jump into um knowledge based searches or uh suggest other uh information across the self-service um portal it's useful sometimes as well for some of the other resources that might exist outside of support um that you might U want access to and so um just common language um search options on on the virtual agent and and I'll kind of Step you through um the the resources available great uh so definitely a easy to use intuitive manner in which to engage with our unassisted unassisted support resources um now we have quite the uh Gathering of customers from around the world as uh for those of you who joined earlier you noticed that we are um we have members of the audience from the uh from the from North America Central America South America Europe uh APAC India and more so that said uh Justin thinking about community and uh learning from each other um can you talk to us about some of the highlights and benefits of using the service now Community yeah so um one of the advantages that we have is obviously service now is a is a very widely deployed product across the The Fortune 500 companies and and more and so there's a lot of people that are using it as a platform uh to connect to a plethora of uh other systems and and to build applications um and and in some cases some of our our partners are uh act as managed service providers as well whether they're hosting an application to multiple customers and so there's a large uh Community out there that you can tap into if you're a service now customer um through the community and so um as I said before the focus of support is to support the the platform the application and the the the functionality that it provides um where the community kind of steps in and and assist is if you've got questions regarding uh use case or other things you might find people within your um within your industry right you might be in autom automotive Healthcare Etc you may have different applications off the platform and so um uh the the community helps kind of draw that in uh there's also uh Live Events and uh user groups U within the area and that allows you again to kind of sit with people that are using service now as a platform and sort of draw from them as to the different use cases uh that they're applying it to and and uh you can take U advice and inspiration from from the community so great yeah and um as you can see on the slide here uh some of those events are highlighted there at the top uh in addition to to the results when you search for information from the rest of the community so um thanks Justin all right let's go ahead and go into our last area of the now support portal which is assisted support so there are times when our customers need to engage uh with service now customer support and create a case um Justin what should customers be aware of when creating a case uh can you share some best practices uh yeah no this this is uh near and dear to my heart um at the end of the day um a when a customer is opening a case they have a problem right they're looking for a solution they have a question um and ideally they want that solution um or or question answered as um with with quality and as as as soon as possible right and over 20 a years in in various uh companies and various support roles one of the things that I've I've always seen time and time again is that uh getting accurate information upfront um when when the case is initially opened uh allows you to not go down certain um dead ends right you want as as much quality information about what the problem is uh any any any logs messages screenshots attachments Etc added to the case uh really helps us um and there's nothing more frustrating as a customer than than being asked rudimentary questions and so um getting getting the the the problem identified and documented and that's one of the things that I'm trying to emphasize to my Engineers as well is where possible um make make sure that uh we have we we're doing screen sharing or or we we have attach ments and screenshots that that document the nature of the problem because then that allows us to both synchronously and asynchronously reproduce uh the problem and then come to a solution so that that would be my uh we're we're we're past the holidays but that would be my wish list is uh cases with as much information as possible so that I can solve solve the customer's question or problem as as soon as possible great thanks Justin um so some of the key takeaways when it comes to uh submitting a case that uh members of the audience we want you to be aware of is be sure to share what the issue is uh is the issue occurring right now can it be reproduced uh in a sub production environment does the issue only affect specific users groups of users or all users uh when was the issue first noticed also you know let us know what the impact is as well that's that's huge so um that said uh once the case is submitted Justin uh what happens uh from a workflow perspective yeah this so service now is a little different than some companies and that uh um and I've I've worked at prior companies where we had like a what we would call a tier one tier two and tier three engineer where tier one is essentially answering the phone they're doing um basic on understanding documentation of the case and they're escalating to tier two and tier three what we try to do within service now is uh we we have what we call tech support Engineers um and we do have different subject matter expertise in different areas uh so as an example I I mentioned earlier my team um has expertise in email authentication networking import export uh integration Hub service craft connector things like that so we my team has certain um uh expertise and so when you open a case is important in the title of the case as well as the body of the case to uh document what the issue is sometimes people will open a a shell case uh with very simple language um in the hopes of then having a Real Time conversation with with the engineer the the the issue there is we do use AI machine learning uh based on the case description and the Case Case title to make sure we route it to the engineers so as an example you're working with um you have a workflow issue in integration Hub right uh if you've clearly identified that it's most likely to come to my team first um and I will assign an engineer within my team that has expertise in integration Hub um and then we'll collaborate if if we need to with developments and and others in order to give you a solution um and propose that solution and then close eventually close the case um in in some cases if the uh description is inadequate it's possible that we might transfer the case to another team but ideally if if the problem is well described um the the goal is that the person that takes the case first is the person that closes the case with you now an exception of that to that might be a P1 case right so you open a case that at 7 in the morning and if the issue for whatever reason is still ongoing and we need to move it to another time zone we might transfer the the case to a new engineer and they'll do a Handover to make sure that happens that goes back to the fall of the sun process that we talked about earlier uh so what you're seeing here for typical case workflow the majority of our cases are are P3 or P4 cases that are worked in the time zone with the case contact and so the goal is to that the person that owns the case if they need more expertise gets it but they they're your primary inace for the life cycle of that case awesome yeah I think uh knowing that there is a sense of ownership and there actually is an owner from a technical support engineer um for our customers is reassuring so Justin thank you um hey at the end of uh at the closure of every case something important happens and we love to get feedback uh from all of you you on your experience um now Justin could you please share more about why surveys are so important to us here in support and how we use our customer feedback um as well as uh some of the uh uses for this customer satisfaction information we get from the surveys yeah we we um use the transactional cat surveys um in a in a Clos Loop fashion um and so we we care just as much about uh 10 out of 10 as we as we do about anything less than 10 um and uh the the goal of the survey is to understand um how we can improve and how we can how we can uh coach and work with our Engineers so as an example uh we might be working with them on soft skills we might be working on with them on technical skills or we might deep dive into the case and and understand what additional tooling we might need to do and so on so we we we do treat the cat surveys as gold um no matter what um no M what that feedback is and we do um monitor that as well as take action on that from from coaching and close loop perspective great yeah we uh actually action them so that is awesome to hear here and um now that we've talked about how our customers can get support in the now support portal through many different Avenues uh we're going to wrap up and uh answer any questions our audience may have so if you have any questions please drop them in the Q&A chat uh function in Zoom I do see that there is a question ahead and while we give you all an opportunity to type in your questions um bear in mind that this list of helpful resources will be shared in the service now Community page and once again um for future sessions for live on service now here is the link that you can click on to see what future sessions we're offering um as you heard earlier we mentioned the service now community be sure to register um on the service now website for Community uh when you need to or have a moment to um we definitely encourage you if you haven't already engaged with um the support portal uh Jump Into the Now support portal uh to uh find what you need when you need it as well as engage with customer support and familiarize yourself with it and finally we provide uh quite a few how-to videos on a regular basis on the now support YouTube channel so just go ahead and search for uh now support uh in YouTube and with that we on behalf of service now we would like to thank thank you for your time and uh thoughtful questions and participation and sharing where you're coming from um throughout the globe uh you know from the morning to the afternoon to many of you it is now uh nighttime we really thank you Jus any last words uh no uh other than to say thank you very much for being service now customers we wouldn't you are our whole reason for for being here so uh thank you very much for your business and your ongoing uh uh support and uh if I can be a service outside of this uh this meeting by all means let me know find me on LinkedIn if you if you'd like I'm I'm out there if uh if needed so thank you fantastic thank you so much Justin thank you everybody um we hope you have a wonderful day and thank you for your time all right thanks bye