very excited to have everybody here we're GNA sure we'll give a few more people as we uh as we go along here but I wanted to get started and I'm excited to talk about what's new in compliance case management and Regulatory change with my coworker anoop anop you want to introduce yourself thank you so much Teresa hello everyone good morning good evening and good afternoon this is ano speaking from India and it's a real pleasure to meet one and all every compliance officers manager and analyst that we have in today's session great knowing everyone yep and we we've got lots to show so please hang on and enjoy the ride that ANUK is going to take you on with our wonderful demo but before we get started we've got a couple of housekeeping tips this is being recorded and it will be posted in about 24 hours on our YouTube channel which I will put in the chat at some point during our webinar please use the Q&A we really want to make this interactive if you've been with us on any of our other webinars you know that you know we we like the interaction we want the questions and if anyone wants to to connect with a noop afterwards please feel free to put your your email address in the chat and we will make sure that we collect that and contact you um the session um there at the end of the session there will be a survey and actually during this the session we will have a couple of polls so um please hang tight after we're done and take the survey it helps us you know do more of these for you and do them better reason we're here is because we have announced new applications on the service now store and we're very excited about them there's a lot to be told and we've actually been doing various webinars for the last couple of weeks now showcasing all these new applications so a couple of weeks ago we started out with business continuity management we went through risk management and thirdparty risk management then we went to continuous authorization monitoring our new cam or not new cam solution our cam solution um then we did compliance and audit just last week we did data privacy laws with our partner at technology partner radar first and today we're wrapping up Best For Last wrapping up our webinar series with compliance case management and Regulatory change so we're going to take you through a couple of slides and then um anop is going to get to this amazing demo but we wanted to level set a little bit first and find out you know where everybody is and what everybody's doing so we've got a poll question for you to get started and we want to know basically um what's your biggest obstacle let me launch this for you what's your biggest obstacle to maintaining an effective compliance program is is it that there are a bunch of manual processes is it that you have an adequate Staffing maybe you've got competing business priorities or ineffective coordination of compliance efforts or is there just not enough money could be any of these I have a I have my my pick what do you think is going to be a noop yeah definitely I can sense the manual activi is a lot of screen is work and that's something which is jumping up the radar so great response from everyone yeah yeah all right I think I think we're uh slowing down here let me go ahead and end the poll and you all can see what it is that everybody you share the results and you can see what everybody what everybody said so you know not surprising a lot of manual processes and ineffective coordination of compliance efforts I mean I think we see that I think we see that a lot and that's sort of that's part of what we you know what we're trying to solve here with the the service now product right all right let me stop sharing and let's get to the meat of the uh of the the webinar here and let's talk about compliance case management yep right I'm going to start sharing the screen and I'll just take over the tour thanks for the wonderful intro and I hope you can see the screen Teresa y it looks great great awesome Washington that's exactly that we want to highlight what's newly added as part of the Washington release this is just a high level summary we will get get in the details through a live double and of course feel free to stop by if you do have any questions or any comments using the Q section So within the compliance case management what we have entirely focused is on three areas if you look at it at a high level we tend to focus heavily on user experience reporting and of course collaboration you might wonder why are these two important three factors focused primary on compliance case for every product we e within the service now we want to vow our customers to all these factors giving all the necessary essential capabilities to manage your entire compliance program effectively from a reporting side we do realize when you're dealing with multiple compliance cases you need a provision wherein you can actually export those individual compliance case or be it compliance inquiries into PDF format and the benefit over here is you can of course send it across to your external stakeholders or even to your internal Board of members who would be interested to see where are we with the overall compliance case from user experience side we also take some minor changes with respect to on how you're identifying which are the impacted areas and the related areas belonging to a compliance case this is just a minor change and we will get through those level of details from a live demo session last but not least when we talk about collaboration we want to ensure that every participants from a compliance team is involved when they're dealing with a compliance case when you wish to translate that information via email using this new tool that we introduced within the service now platform you can compose draft each of your email interactions within the centralized case management tool and you would be happy to see more of those details as we walk through the demo last but not the least on the regulatory change management one of the significant capabilities that has been recognized as a core product requirement is to allow users where they can actually simply go ahead and create manual or adoc regulatory alerts as you know when you're dealing with regulatory changes on a dynamic basis where you interact with with lot of Industry experts or even other words wherein you're relying on the information from a third party provider like maybe a Rec provider you can cut those dependencies and with this new introduction you can go ahead and manually create them on the fly without any of those dependencies so these are the high level summary that we'll go through from an application standpoint and really excited to Showcase each of them but before we proceed this is just a I would kind of say kind of just a short overview about what the product is I'm sure you might have familiar about all of these capabilities that we are talking through in the context of compliance case management we deal with a lot of cases be it security incidents employe in queries even Financial in incidents that you wish to report and all of these you need to have a centralized repo where you can actually manage them by the compliance team depending upon the nature of the compliance if it has any compliance risk that needs to be investigated in depth that's where you need a tool which will help you to manage it effectively so this is at a high level which basically centralize each of those requests which can be triaged and reviewed by a common compliance team if it has a potential compliance effect or any implication that needs to be reviewed that's where the compliance case management product can help you out with the introduction of the type-based classification you can categorize and organize your compliance request in a beautiful manner now what that means is you might deal with request or general inquiries but within the compliance case you might have broad spectrum covering security incidents financial loans and HR cases and much more or even legal inquiries as well and all of those can be categorized in a configurable tool which will allow you to manage this in a dynamic fashion and this is just a detailed process flow that I'm just walking you through about we start with the Journey of where a Frontline user be it an employee or a staff member within your organization if he or she wishes to report a compliance case this is the whole journey that we're going to take you through it starts with reporting a compliance case through an internet portal or be it a web based interaction medium that you would like to support it and bring it into the service now platform as a case manager or a compliance officer the respective team member can go ahead and review each of those cases identify what are the investigate measures that can be uh identified to closure along with those what are the uh breach responses that you can document if there are any remediation measures if you want to invite multiple stakeholders in this whole case management program be it the HR or even the finance team each of those members can coordinate and collaborated effectively last but not the least if there are any discrepancies or any findings that you wish to report you can log them and have it effectively closed out before the official case is reported and logged in the application this is a high level workflow and you might have noticed all of these essential capabilities that will help you to manage it on a daily process before I move on to the next step uh I'll just take a pause to see if there are any questions specific on on compliance case Teresa before I move on to I have we haven't got any but please you know we want to answer your questions we know that you we know you've got questions so please make sure don't be shy put the questions in the Q&A and if we don't get to them then we'll be able to follow up with you after the fact thank you thanks jissa right this is just again once again just a high level flow of the regulatory change program you might be dealing with large number of regulatory content be it rule books enforcement actions litigation press releases you name it and the amount of the average number of these regulatory alerts are alarmingly high close to 255 as you might have noticed in the Thompson writers publication report now how do we bring this into a service now platform is the beauty of all these integration providers as you might notice before the Washington release we offered you two integration mediums where we can pull in this data using an RSS medium which is publicly made sourced you can actually create those RSS connections and bringing those data as into the application the other one is if you have a RIS based API connection with any of your regulatory technology providers we offer you that as one of the standard integration provider into the application third mechanism is where we have newly added as part of the Washington release what if I want to create it manually without depending on any of the regulat technology provider based on some offline conversation with your industry expert you can now go ahead and manually create or submit a regulatory alert at any point in time now that's where all of these are aggregated and collected as a regulatory alert for you which will help you to basically ensure the respective compliance team can react on and stay up to date with all of those regulat changes and how do you do that that's where the Gap analysis or how do you manage those change effectively in the system with the detailed impact assessment process you identify which are your affected business taxonomies your entities that is going to be related identify which are the citations and the compliance policies that is going to be related so that you manage your whole Gap analysis program in a streamlined fashion last but not the least you want to ensure you implement those change in a streamlined fashion and that's where you bringing all of this into an endtoend flow with all the necessary capabilities into the platform last but not the least it's more all about reporting and highly Dynamic and fluid in nature which you want to keep a tab on what's Happening overall from a regulatory Trend perspective give you more detail insights which are the affected entities and much more so this is a detailed brief overview about the product with that being said we just want to run through on one last po question again just to keep you uh just to get a sense on how you really react on some of those regulations and Industry stands with that being said maybe Teresa you can actually launch the Paul this is the final again what we would like to understand is how do you deal with all of these regulatory changes on a daily basis be it newsletters are you interacting with RSS feeds or maybe through Word of Mouth how are you dealing with them so it's just a word of spectrum that we want to understand from an overall regulat landscape well and I think you the regulatory change management application is something that I'm hearing more and more about honestly that people are using because I mean if if everyone who's listening I mean think about the number of regulations that you're getting that you're coming in and now we've got new ones you know being enacted for AI that's something you're going to need to to be concerned about and I I see a lot of regulations happening over in in Europe that I know like gdpr are going to come across and we're going to be seeing either the same regulations or we're going to see variations of them and if you do business in Europe you actually have to you have to adhere to them right now so I I really see that regulatory change is something that more and more people are actually talking about and and being concerned about absolutely that's true right and we can definitely see uh you there are a lot of uh technology providers out in the market where they offer you those curated feed and that's where it is being ranked as number one based on the response that we can collect so far great thank you so much for responding to those questions yeah let's share the share the results so everyone can see absolutely yeah there we are so the regulatory intelligence providers almost double actually double double what anybody else uses so that's that's not surprising absolutely yeah and think of it um these technology providers offer you the curated and structured feed which gives you the process to manage it effectively so if it needs more information like which jurisdiction it covers sectors and much more and that's exactly where technology providers help you out on a day-to-day basis yeah thank you guys thank everybody for for taking the poll um now I think you're going to you're going to LEAP into the demo now is that where we're going exactly so really excited let's just dive in right away so I'm just going to switch this get back to the application oops uh just give me a second I have to relog in once again sorry about that no not don't worry it happens we spent a lot of time uh chatting so when that happens uh things log out and I find that things time out faster and faster these days I'll do something and I'll turn around and all of a sudden I'm logging back in again it's a it seems to be a thing and actually the single sign on seems to be a thing too I'm always single sign on to everything right great I'm back online so I hope you can see the screen so we'll start by logging into the compliance landscape of as a compliance officer where they have the multitude of products that is compliance case management and Regulatory change management in one instance so I'm going to log in as this particular user acting as a kind of a supreme role where all of these essential permissions have been granted as you switch onto the navigation experience of within the workspace let's now dive within the compliance case management where we'll focus on those three features that has been added as part of the Washington release so to begin with I'm just opening up one of the compliance case which is currently active in nature and we're going to log into the open cases widget wherein you can see each of those cases which has been traversed from during various states of the life cycle more important in Focus I would like to review and explore one of these case record that has been filed by Mark and as the user that I'm working on let's just review what are the details that has been newly added in this Washington release so first and foremost we are going to talk about the ability to export the entire compliance case card into PDF now what this means is with the click of a button as you see over here you can now export the entire compliance case record now what does does this mean is if you have all the essential details starting from the detail description the current state all the key dates that has been reported and as well as the associated action task that is in a way which needs to be worked out by the respective owners or the analyst which are the affected areas the regulations issues and much more all of these are now being enabled to combine them into a PDF format where you can actually download and send it for an offline reporting so in a moment as and also not to mention you will also have a flexibility to choose your own predefined templates now what does this mean every customer depending upon the type of case that they wish to report they can they wish to manage their own specific reporting templates and that's where service now offers you the power as an administrator to decide what are the those different reporting templates that you wish to configure if it's for financial domain you can have your financial set of information outlined likewise the header details the footer information can be configured and aligned as per your preference by default uh in other words within the prepackage layer this is a uh a seated template that we offer which has all the essential information that you can uh provide as soon as you choose this uh template the system is going to generate all that information comile it into PDF format and I have a sample record which is now being launched into the screen as you can notice it captures all the essential information that youve recorded starting from the name the detailed description who is the owner the type of the case that has been reported and all the associated action task the key Milestone dates and and of course the issues that has been reported the detailed status of it the redition measures and of course if there are any findings that has been reported such as issues that can be captured as well so this is compiled into one PDF document and you can actually of course send it to your board of uh directors or even if your Regulators as well depending upon the level of information that you want to disclose it out so this is one of the feature from a reporting standpoint that has been added now let me just switch on to the user experience side and this has been one of the feedback that we've heard from all the customer accounts especially prior to the Washington release when you are essentially working on identifying which are the areas of impact and the related areas the previous stage or in the previous experience has been little bit of I would say kind of lot of user clicks has to be involved now what that means is when you're trying to add a certain area of impact be it entity or company the the amount of user interaction steps was alarmingly very high with this new user interface component that I'm just trying to launch you can now work everything in a single unified dialogue window now what that means is you can decide whether it is affecting a certain region or location and the bottom screen will refresh you and identify which are those Rel locations that you can search within and go ahead and Associate let's go ahead and uh add the location over here and if you wish to add another one which could be perhaps a potential user and you can go ahead and add them one by one or one or more and that way all of this is relatable in nature and you can manage it in one single user interface versus what used to happen previous ly was whatever operations that used to do it used to appear in a new tab window so that created a lot of distraction because the new tab window it doesn't provide you the details of the case so you had to switch back and forth and that was creating a lot of inconvenience for the users I would say so this is a major change from a user experience standpoint that will really simplify the whole experience of how you want to identify which are those areas of impact and likewise the areas of related policies or even citations so this is a new UI component that has been added within the compliance case so you can identify and recognize what needs to be Associated one by one on the third item which is related to collaboration as one of the theme we have a new capability wherein you can actually compose on draft each of your email interactions with your Regulators or your non-named system users using the emails tab now what this allows you to do is if you wish to manage every each of your email interactions related to a compliance case you can use this new component which is now enabled within the compliance case record wherein you can draft the message all the essential details and submit all of that information right in here so which means all of the interactions can be handled within the service now platform and it gets registered for further reporting and logging purpose if you do have any uh templates that you wish to configure you can actually use that say for example if you have a a template very specific to compliance inquiries or regulatory inquiries as such you can use that for composition purpose and make the necessary amendments and submit it out so here's an example that I've just logged and assigned to an individual which is related to an inquiry related to a potential regulat violation which is for the fraud that has been detected there is a potential VI policy violation that needs more additional information so this is currently in that particular State and you can keep adding multiple emails related to this particular compliance case regard with that it lets you really tailor The Experience doesn't it absolutely yes that's exactly right and that's the beauty of what we would like to ensure that you have all of the necessary details when you're re reacting to a compliance case where you can manage it effectively uh last but not the least with respect to the PDF export I did mention that you can actually templae your own preference so what that means is depending upon your case type whether it is for financial or dealing with fraud or even legal related uh cases you can configure your own uh templates which means as an administrator you can decide and templa as per your preference and that can be managed at an Administration layer and once that has been standardized you can use it for your PDF reporting purpose so that's something that can be managed efficiently by the administrators the tool with that being said oh yeah sorry we actually have a couple questions but go go ahead and finish out your thought sure sure yeah uh we just reached to the end specifically on the compliance case uh we can take some few moments to review some of the questions that we have on the Q&A we do yeah actually um we got one in chat sure um so I think people are are looking at this and I think they're really interested in it and they're wondering how do how do they get it which package is this in is this an IR part of the irm license or or is it a separate license what what is it good question thanks for reaching out and we would be happy to assist you on that friend so this is definitely as part of the irm package and more precisely within the policy and compliance and that's where we can actually help you on all those compliance related in modules that will help you to do this efficiently so for more details we can definitely reach out and take it on a separate note and guide you on the next level of details yeah I think that I think that's great that's great news that they don't have to buy anything extra so one one more question from managing compliance cases does the system support configuring workflow State models for each case type very good question exactly and that's precisely the beauty of what we have done within the Tool uh let me see if I can bring that up so within the tool we have something called as Dynamic case assignment R so what that means is depending upon your customer preference you can configure n number of types so your type can vary depending upon various factors and these are some of the seated values that we offer ranging from AML to non-financial frauds and much more so for each of these subtypes that you configure you can manage your configuration templates and your questionnaires accordingly so this is a kind of a Configuration utility specific to the compliance case management product which will help you to manage your state based record and of course whom it needs to be assigned and also the topic where I was mentioning how you want to decide what the structure of the PDF reporting template everything can be managed in this centralized view fantastic that's all the questions we have right now but keep the questions coming what are we going to talk about next great yep so the last but not least we have on the regulatory change management uh product so let me now switch to the regulatory change management product and give you a tour on what is this new capability that we are talking about so as you're quite familiar when we are dealing with all these regulatory changes in one of the poll question you have pretty much answered you deal with regulat intelligence providers on a day-to-day basis now this is a new core product capability which helps a lot of matured customers out in the market where they will help you to go ahead and report a regulatory on the fly so which means without depending on or relying on any technology providers you can go ahead and report each of them manually in the application so let let me just walk you through on how that entire process looks like so here uh this is a new reporting action that has been launched now what this means is it allows you to create a new regulatory alert immediately so it's in simple terms the manual creation of a regulatory alert so when you click on that action it will launch a form interface a kind of a blank record a blank statement so it allows you to Define what the regulatory alert is all about profile all the necessary details and assign it to a stakeholder which in our case we could term them as a coordinator or a domain expert who can actually review it you will also notice there is a source identifier to distinguish whether this alert is created as manually or in other words through Source from a technology provider which has been the case previous to Washington release so this is a new source identifier so that you can use it from a filtering purpose to identify show me all those regul alerts which are de categorized as manual in the system now you might be wondering do I have to create this manual in the system for every each and every alert no we also offer you the capability to do a bulk UT as well so that means using a predefined Excel template as I'm showing you right now this is a predefined template wherein you can actually fill out all the essential details starting from title the type and of course the description which is needed from in a bulk import capability you can go ahead and submit this template into the application uh one point to note right now this experience has been provisioned for an administrator depending upon the various requirements we will definitely enhance and support it from the workspace standpoint which means as a manager or even as a general user can go ahead and upload these alerts on the fly into the application so what I'm just going to present you right now is the uh navigation experience on how you can upload this into the tool so with that I will just search for the regulatory alert list view which is a non workspace mode or in other words kind of the uh the administrative view if you look at it you you notice there are two new tabs as you notice the first option is where you can actually download the template and that's the standard template that we offer you with all the essential details that is ready for you to describe what the regulatory alert is all about once you fill out all the necessary information as an administrator you can use the import alerts view tab option which will take you to identify what are the table that you want to process it so this is a standard service now importing capability wherein you can actually seed in your data into the application so it's a simple procedure you fill out all the details use this interface wherein you can go ahead and upload that data into the application once everything is sanitized if there are any errors that needs to be validated you can reupload them with all those amended information and you can see all that being recorded into the regulatory alerts view so these are the areas or primary focused on the regulatory change but we are uh going to aggressively improve more and more features down the line but these are the high level features that we would like to walk you through as part of the Washington release uh I know there are a lot of questions specifically on this topic but uh happy to answer anything and that brings up to the last Point specifically on regulatory change yeah I think we've got we've got one question here um when there is a regulatory event when there is a regulatory event alert and when it is applicable how do you relate the documents how do the related documents show up up so how do the Rel document show up when there's a regulatory event alert and what is the logic behind that right so as of today the current logic is manual it requires a human intervention to identify what are the uh related citations or the related documents but if you if some of these information are disclosed by technology providers we have those uh integration capabilities which will allow you to identify which is being seamlessly integrated so let me just walk you through one of those provider which has been offering us the these reg daily regulatory feeds and as you might notice the related documents is a blank screen but in certain scenarios depending upon that information being curated by the provider they can identify which citation does it belong to and much more so those are some of the areas where we are aggressively working from an AML use case where we want to reduce that whole human intervention bring in a level of layer of uh I would say system intelligence wherein it'll identify which are those related citations based on perhaps text based similarity or other factors that will help you to manage this whole process of the entire entn journey and if you are interested to be part of that design validation exercise just feel uh reach out to me I would be happy to get um share you some detailed thoughts around what we working as part of the zenu release and that's something Beyond as well so some of those wonderful AML use cases that we working on on that front so right now it's a manual job it requires a human intervention to identify which citation of the document does it belong to as you notice this is a related compliance library that we seed in but depending upon your uh decision factors or some other criteria that you wish to report you can go ahead and Associate to them manually we do realize that's not the ideal world and that's where we are going to make sure that it is highly automated for you so that you can actually do that job effectively wonderful so we've got a couple people raising their hand to be part of the uh validation group if you are interested please put your email address in the chat um and we will grab it so that we can contact you um for that wonderful that's wonderful actually great yeah wonderful all right let me grab that uh any other questions I don't see any other questions right now so why don't I go ahead and snag the screen from you if you do have questions please pop them in the the chat um and and uh we will be happy to to grab them all right so I'm G to wrap up here an noop I think we someone else got their email in the chat why don't you grab that chat before we end the webinar and we and we lose everybody's uh contact information we don't want to do that AB um and we will make sure we check the the Q&A before we before we actually finish up here but we we want to thank you for your time I did put the link to um register for additional webinars in the chat I also have the link for the um the YouTube playlist where you can find this recording and you can find all the other recordings that we've done on this series plus lots of other great recordings and demos on our products with partners and with other um entities we also want to connect with you on the community so if you're not on our community forums if you're not available um and active there you know please please check that out you can grab the the QR codes here or just you know do a little search on our our our link um there are lots of live um On and On Demand webinars coming up so you know check our our again on the community we have a Blog that comes out with all of the events not just our webinars but other events inperson events and and trade show events that we're going to so it's a great way for you to to stay up on you know where you can connect with us and where you can see some of the the new things live and in person and we really want to thank you let me check the the chat and QA one more time here let's just make sure that that we um we are good there and I think we've got all the information we need we want to thank you thank you an noop for demoing this for us this was a this was amazing new enhancements that youve put in there lots of things to improve people's productivity and make it easier for them you're on mute sorry yeah yeah it has been a great session actually thank you so much for listening in and I am going to reach out to each one of the uh participants who have shown interest so do wait for a couple of weeks time and we will definitely reach out with more details on that front but thank you thank you so much for listening in I hope it was really helpful and thank yeah thank you for joining us and please continue to join us on other webinars as we uh as we do them and we look to see we look to to see you again soon take care everybody thank you