thanks so much for joining today's uh session how to collaborate effectively using sidebar and Microsoft teams uh this session is a live on service now webinar uh it'll be posted at the uh link that I had shared in the chat earlier uh on the service now Community um we're going to talk about how to supercharge your employee and agent experience by integrating service now sidebar with Microsoft teams let's get into it um sorry before we get into it let's take a glance at the Safe Harbor uh statement uh forward-looking uh Safe Harbor notice for forward-looking statements uh indicating that anything we talk about today that is not currently generally available represents a plan and not a promise and purchase decisions should not be made on uh features or capabilities that aren't currently generally available um today's session is a part of the live on service now a curated event series uh designed to connect you with service now experts and peers that can help you to deploy your products and Achieve value faster we hope you'll join us again at another webinar or 360 exchange or service now uh Academy event uh you can see the schedule by scanning the QR code here on the screen or by using the link that will'll be dropping in the chat shortly terms of housekeeping um we'll be saving time at the end for Q&A however if you have a question in the meantime that you'd like to see an answer to please put it in the Q&A uh feature here within the zoom call today's presentation is being recorded and it'll be shared on the service now Community uh at the link that uh has been provided and after the event is over today uh you'll see a survey pop up from Zoom with some questions uh we really app appreciate your feedback please let us know what you think about today's sessions what you liked what you didn't and what else you might like to see us uh uh talk about now onto the topic so this is how our session is going to flow today we'll go through some quick introductions I'll do a brief solution overview for service now integration with Microsoft teams and M365 uh then we'll talk about uh how to collaborate between sidebar and teams we'll get into a demonstration or two and then uh have time at the end for Q&A uh so with that said I'm going to move on to introduce your speakers uh my name's Jeff Fox I'm the guy on the left uh I'm a product manager and I've I've been speaking up until now I'm I'm a product manager I've been with service now just over two years focused on on the Microsoft uh integration um working across it service management also with other um business units uh that integrate with service now uh integrate between service now and teams uh primarily our employee workflows group I'm really pleased and grateful to have Sam Sam geretti join me today she's an expert on sidebar Sam you want to give a introduction for yourself please hello everyone um I'm samuka ready I'm on service now platform platform team I'm a product manager and I manage agent chat sidebar advanced work assignment gen AI uh summarization which is related to chats incidents cases and Etc okay thank you Sam appreciate that and shoot before we crack on I wanted [Music] to launch our first poll question if you guys could please let us know your thoughts um on this question uh briefly sorry I had the slide going like to understand at this point today how do your agents collaborate on service now records cases incidents Etc uh really look looking to understand the Baseline for uh how any collaboration on a on a ticket might occur so please take a moment let us know how it's done today at your organization and you know the the choices as as you can see are that you would leverage teams uh but not have it be integrated with service now see a lot of people almost 60% do that you could have teams messages that are integrated with service now you could have sidebar messages that either integrated or not um so real curious to see how many people are using sidebar today and then there's some other you know way that you may uh run a chat uh please let us know what that could be and then there's email and phone so we've been going for a little bit have North is 70% responses thanks everybody I'm going to end this and share with you so you can see we have 62% of people leverage teams but not integrated with service now in any way 10% have uh teams messages with service now awesome and 3% have sidebar in play that's great uh zero using sidebar with teams so here's a great opportunity to learn about it today some other chat 9% using other chat functionality and then 14% on email great okay so really good information thank you guys for sharing I'm going to go ahead and and move into the solution overview part of the show here and um then we'll we'll get uh into more depth on sidebar and um the Microsoft teams integration but if you're not already aware of all the breadth and depth of functionality with the service now in Microsoft integration um really want to be able to share that with you so it it really started with answering the question why do we have an integration between service now and M Microsoft and answer comes from talking to customers so many customers when we trying to stop sharing this poll hope it didn't come back up uh when we talk to customers nearly everybody comes back and says that they have two um key initiatives that they're trying to address and it's really addressing the themes around being pressed for both better experiences and more efficiency uh internally most every C Custer considers this a mission critical objective and it's critical because there's so many applications out there today uh that managing the multiple experiences within the Enterprise environment becomes uh very difficult employees and agents have to wrestle between these different experiences across email chats portals different applications and it can create stress to swibble chair between these different applications for information or because they send notifications it's uh stressful and and it's inefficient um and in addition to that navigating between so many locations really increases the likelihood that information may be missed altogether and when you dig into the numbers it's uh even more troubling um according to McKenzie there's an estimated 20% of employee time that's lost searching for information to complete a task or a workflow Harvard Business Review reports that 9% of time is lost trying to reorient to a task after visiting a new application and Gartner indicates 43% of employees miss important information because they have too many applications open employees agents organizations shouldn't have to trouble like this and that is why we have the integration between service now and Microsoft to improve the efficiency by seamlessly weaving service now Microsoft experiences into a natural workspace and when you can do this in a seamless manner as we have you get happier employees it doesn't just feel like service now or Microsoft teams uh productivity is increased because the integration between teams and service now brings notifications information and action into a single place uh and you're able to leverage the platform applications that the organization is really invested in and good things just happen when you take worldclass collaboration software and weave it directly into a worldclass workflow software so let's dig a little bit deeper into different uh stakeholders and how they benefit with the or uh integration and starting with the CIO they want to be sure that they're maximizing their strategic Investments that they've already made around efficiency collaboration and experience the service owner wants to be able to alert employees to outages and quickly bring experts together on a teams bridge to close a major incident quickly agents need to be able to reach out to employees or other experts uh in teams from service now and employees don't want to leave where they're spending the majority of their time working when it comes to requesting service finding answers uh providing information to an agent this can all be done from teams now the integration between service now and Microsoft teams in M365 is really broad uh you can see that it does provide I don't know if you can see it here but it provides a supercharge to uh the service management function um it being based on the service now platform with these Cornerstone um uh Integrations with virtual agent and employee Center and now uh with now assist being brought in a service Nows generative AI uh offering um there is an incredible amount of value to be found uh driving the integration and and uh making it available within your organization you can see listed here to the side a lot of the capabilities that are available that uh from service now that integrate and uh can be surfaced within teams and vice versa um and then from a subscription uh perspective I do want to make it clear that uh Pro or Enterprise subscriptions are not required to leverage the integration um if you have a standard subscription uh you can Leverage de integration with virtual agent light if that's configured as well as employee Center uh sidebar uh integration as well would would work with the standard subscriptions so please um want to make sure that that that's uh clear amongst anybody who's uh interested finally an integration Hub sub subscription I know it's it's included in you know the service now on Microsoft teams integration uh but an integration Hub subscription is required if you're not sure how uh what if your subscription is uh today uh meet your needs please work with your um uh account team we'll also be sharing a link uh during today's call uh regarding uh frquently asked questions around Integrations U between integration Hub and uh uh frequently ask questions around the service now Microsoft teams integration I should say also I want to make mention that service uh sidebar rather is available in the service now next experience only um sidebar if you didn't already know is an alternate solution for The Connect chat product that was in our Legacy system the next experience does not support connect products so we ask that you consider moving to sidebar to collaborate with other agents and subject matter experts within the next experience I hope that makes sense uh and I'm going to move on here and we'll talk a little bit more about the uh functionality that's been uh driven over the last uh couple handful more than a handful of releases between service now and Microsoft uh we we launched technically with our Paris release with the ability for agents to uh initiate a request based chat with employees uh virtual agent was also made available within teams as was our service portal uh soon after the uh service operations works I'm sorry soon after employee Center came out and employee Center then integrated with Microsoft team so we had this capability for uh requesters to have the service now app inside of teams where they could access virtual agent and employee Center um service operations workspace then came out in San Diego really provided a capability for service desk and operational teams to work together in the same workspace uh to drive greater efficiency um these products continue to add new features uh and receive investment from service now and uh they've contined as they've continued to uh develop more capabilities we've been able to offer more through the integration with service now so employee center today has a host of features that can be driven and and integrate directly with Microsoft teams uh we've got a uh now assist in Virtual agent that is available within Microsoft teams we had a session on that a couple of uh I think it might have been last week I'll get that in the chat here soon in fact I think I have it right here um to drop in the chat um all right and uh so we're continuing to see more of the investment from service now being available to use within teams and here's where we wind our way toward talking about how to collaborate within service now using Microsoft teams um the request based chat functionality launched uh at the beginning and uh it allowed a fulfiller within service now to initiate a chat within teams with a requestor or another subject minor expert and what happens is a Microsoft teams conversation uh would be initiated and all of the users would work within teams and so that fulfiller would have to go from service now into teams to have the conversation uh that conversation did get imported automatically there's a lot of great features around it but uh sidebar uh launched uh recently and I'd like to pass over to um Sam to talk in more depth around sidebar and its integration sure so we launched sidebar uh in Tokyo as an alternate solution to connect chat in Legacy service now instances so if you're moving to next experience uh Please be aware that next experience does not support connect products anymore so as an alternate solution uh look for sidebar and install in your next EXP experience to have your agents connect with other agents or subject matter experts or with your team's users uh directly from service now sidebar discussions over to you Jeff thanks oh we actually have a uh slide here if you want to touch on this as well yes so here is our road map what we have delivered so far for sidebar with Microsoft teams integration so the first basic one started in Utah so we provided a uh the integration with Microsoft teams and then in Vancouver we have added more enhancements to it also in Vancouver for sidebar we have uh provided multiple discussions per record conversations so that your agent not only do one-on-one discussions they can also uh activate multiple discussions with multiple participants within the same discussions and we also um improvised the activity stream in workspaces so that the agents can post any important messages delete or make um edits uh to the messages and have them pinned in the activity streams now in Washington we have released uh some capabilities for the accessibility which is our product platform uh along the that for sidebar we have introduced the recommend experts capability where an agent when they start the sidebar discussions searching for the participants with respect to uh ml logic it will show all the other agents who might have worked on the similar issue so that the agents can pick those agents or the subject matter experts in into those sidebar discussions before they look for the other users that they are aware to add to the discussions this highly helps the agents to quickly understand the agents who has the knowledge to help them solve the issue faster than randomly just uh picking some users that they are aware or they feel like they know some informations okay thanks Sam really appreciate that so I'm going to go ahead and and transition over to the demo right we've talked a little bit about what sidebar does how it uh looks within service now um let's see here if you would I'm going to start to show this with the the uh inside of Microsoft teams uh so I'm going to share a little information in here around I sent something around Prior events and specifically we did an event a couple weeks ago around getting started with the integration between service now and Microsoft team so uh over here is where we're going to go so um let's see today's demo uh includes three participants there's an employee named Eliza gracely I'm like logged in today as Eliza right here she's the requestor and she's going to be based in teams we have an agent named David louu he's going to be in service now and a subject matter expert by the name of Abel tutor who's going to be involved with Microsoft teams um and Eliza's in trouble she's dropped her company uh a computer into the lake uh her bag and her phone wound up in the water and we're going to see her create a case within um employee Center and teams and then we're going to address the case in leverage sidebar uh with three different people so I'm going to go ahead and and move into service now for teams application this is the virtual agent chat I'm going to move move over into employee Center and uh if you're not already aware of employees Center please check out some of the other demos at the other uh that we've already shared but there's a host of capabilities uh this is actually a pretty stripped down version of employee Center but we can create an incident here so I'm going to come in as a Liza and I'm going to say I dropped my laptop in a lake please uh please um and all right we had a couple search results that came up but haven't seen much in the way of uh articles being suggested but typically when you go to create a case you'll get intelligent suggestions it may uh help but this uh description didn't drive that so you can see here within employee Center we've got a request set up I'm going to go ahead and copy over this incident um but here Eliza could come back in and make comments out attachments Etc so now we're going to bring in David hello David so David's logged in here um we are going to search for uh search this list of uh open incidents and I'm just going to copy over this one I think the crucial thing is to try to get us uh on a sidebar chat with Eliza okay so David comes in and he reviews this case uh he could get it in any number of ways I'm just coming in to quickly assign uh to get him to to pick it up on his own I'm going to go ahead and click assign to me on this case so now David's got it sees that this uh poor requestor has unfortunately lost her laptop and she needs a new one he's going to go ahead and initiate some contact with her click click contact right here and start a sidebar discussion you can see that uh the subject is already uh populated based on the content inside of the incident Eliza's already there he's just gonna say hi Eliza um uh and our discussion now David need needs to be logged in to Microsoft which he now is and we can see did a chat has shown up here within um uh teams for Eliza so here we've got the same name of the discussion I Dro my laptop he says hi to Eliza Eliza's able to say hey so much amazing how quick these things happen inside of a demo um Okay so we've got them going and uh David just gonna ask her do you want the same computer as before yes if possible Eliza responds but but I need something fast so okay quick I'm having a little Zoom difficulty here um okay so that should say let me Loop in our Tech Stop agent he's going to come up here to the ellipse look into the discussion info he can find information about the the case itself that this is based on and he can see the participants uh and add a participant also has the option to lead so he's going to Loop in able tutor you can see here in the teams chat David has added AEL all right he says Hey AEL oops notation again uh here we have okay so Ables and teams as well sorry this is a little bit of a mess we're going to go over to the chat Able's able to see the history oh by the way I should mention she's uh Eliza I know she's on a desktop she's logged into her home computer uh so uh normally she could do this via a phone as well uh through teams mobile um and so she's going to say great I'll be there first thing okay um so so this is fantastic news we're gonna say bye now to Eliza and um David's gonna come over here and and close on this chat and uh go into the sidebar discussions uh section at the top here and sorry he was going to start a new sidebar discussion not with Eliza but with AEL so just the two uh guys thanks and we see a new chat has come up and you bet okay so just goes to show the fact that David's able to contact people uh in bit from service now to Microsoft teams he never has to leave it's pretty straightforward in addition there's a capability to I'm gonna open this up for David now he's going to go into the collaborate panel uh here's another place where you could go to kick off a conversation as well or you can look into the history here um we can see that this discussion has been created and it's here in uh sidebar we're now going to import it the discussion itself into the case activity um so I'm going to go in and we could start a sidebar discussion this way I'm going to move to import Microsoft teams chat and I'm going to list all these conversations so here we had the original conversation between these two guys uh we don't want that but if you could imagine that there was actual useful information in the sidebar chat history and imagine too that you had a generative AI tool service now um now assist for itsm it would be able to crawl this content once we import it into the case and so I'm going to hit import here message successfully imported I'm going to move over into details and you can see as we go down the actual content is here in the case activity and if we did want to go ahead and leverage now assist it would be included in the summary so if if you had a case that had technical information and and potentially was something that uh would be useful to go into the case summary or or resolution notes that may be uh leveraged uh in this manner we're working uh on the road map we also have um automated import of sidebar chats is on the road map uh uh hopefully for later on this year so um I think that covers the oops first portion of the demo and I had a video that we don't have to use so here's a bunch of the documentation I saw I see in the chat thanks to Scott and and Sam for sharing uh most of these uh items already um we've got some sidebar um product documentation what you really need to download to get the side sidebar feature is this Omni experience standard feature set and thanks again Scott for for putting that into the chat uh in terms of install instructions I highly recommend using this knowledge based article so I'm going to start to put a few of these things in the chat here myself um it uh has all the information that you need and so that's the second part of our demo I'm going to step us through some of this content so hey Jeff there was also a question uh is there a preexisting demo set to show this uh like a vid pre-recorded video no I think I think the question was more like on demo Hub is an example uh is there is there a demo script narrative Etc and an existing downloadable demo aha um Jeff I can yes thanks Sam so as of now we don't have we prepared this demo very specific to this particular uh session uh since we saw the request we will work with the demo Hub team and see if we can uh have one demo available for the participants but in case if participants wants to revisit this particular session we it will be recorded and posted in our service now Community as well for your future reference yeah and I would I would add the part of the challenge obviously is that you have to have connectivity to Microsoft teams so in order to have a pre-existing demo set up with connectivity to Microsoft teams there have to be an account and so on so there's going to need to be some work done there I think there is I'm sorry there is one other thing there is an omni Channel experience employee experience demo even includes teams it includes everything like virtual agent chat Etc right thanks Scott so this is a good segue to go ahead and and move into the second portion of the demo here so I'm gonna Now bring up my admin um so we talked about the sidebar documentation um it's really crucial to just get sidebar set up and and all that is needed is to to configure sidebar and start to use sidebar is here as you go uh further in I think within configuring sidebar we have uh sidebar and teams which we'll get to in a little bit um here we have the Omni experience feature set right so this is what you would need to search for and and download the um KB article I talked about is right here and this is what I want to spend a minute or two looking through so um you're gonna the integration itself requires some work with the Microsoft admin either your admin Azure admin or or teams admin or or um and and the reason for that is you need to create an app in Azure and sorry I was signed in here let me do a quick sign in because the pictures will show up uh but you need to create an application inside of the Azure tenant and um need need a Microsoft admin to support that so here we go so in the tenant itself we would need to set the uh application URI uh which would be the call back to the service now instance and then set these handful I believe there's 21 different permissions required so each of these permissions uh uh indicate an area where uh the integration would be working back and forth between service now and Microsoft um thank you guys uh so that needs to be done and then it's also crucial to make sure that there's a meter that's added to address the cost component and there's instructions to a Microsoft document to to do that here so I want to take a moment and talk about um the uh a lot of common questions around the integration itself and Okay so we've got this FAQ document I just posted this to community today and so we'll share it in the chat here but want to want to highlight a handful of uh areas right because we talked about an integration Hub uh uh subscription is required you can see the definition of an integration Hub transaction here um any outbound call originating from integration Hub flow designer remote table or orchestration um so obviously this you know the Microsoft integration leverages integration uh Hub transactions there's different information around in here about how to find out how many uh transactions you're currently using but I wanted to highlight around sidebar this question number three Once you turn on the sidebar integration it will initiate API calls every 30 minutes uh plus a job that happens every 24 hours this uh equates to a total of 72 integration Hub transactions a day once you start once the once the sidebar integration is active so um you may say well is that good or not um want to share some more information and sorry to speed through this but when you when you put in the service now in Microsoft 365 integration you automatically get an integration Hub starter uh subscription it has 100,000 uh integration Hub transactions once you move up into the realm of a professional V V2 or V3 license or an Enterprise license you move into the millions and so it's a real calculation that your organization is going to need to get into uh to understand how many transactions per incident you may maybe would expect and that could help you set up who actually needs to have the integration turned on if anyone uh one other thing I wanted to point out here is this table that's got some of the common integration activities along with the transaction C account for the integration Hub as well as Microsoft API transactions and number five here talks about a service now record where a sidebar conversation is started up in uh between an agent and one person and the user in sidebar responds 20 times um and shares an attachment uh this is going to trigger approximately 23 transactions two to start up the chat 20 based on the returns uh of the chat uh each of those is a is a call and then uh one transaction for each uh attachment um and you can see as well the actual apis that are called on the uh Microsoft side so um you know using sidebar with on its own there's it is a platform feature doesn't have any additional cost uh but the integration with Microsoft will start to tick up on the integration Hub side oh and I should mention microsof Micosoft has also started to uh make some charges for their graph API transactions that's question five up here uh so really want to make sure this is included in the documentation around the sidebar integration as well um you know it's a great feature and uh want to make sure that uh all the expectations are managed um Okay so we've created this uh um item in Azure now we need to create uh create a Microsoft teams app and so to do that we would go into Microsoft uh and I can show some of this here so let me let me go back real quick I see some questions here I think we're doing pretty good on time guys so we'll get to the questions here shortly um so this is my Microsoft tenant I've created the sidebar authentication app for teams is what I named it uh the actual application client ID is here and the Tenant ID is here um I've set up authentication uh here we we looked at this on the screenshot earlier this just goes to call back to the instance and then from an API permission perspective I went in and set up each of these different permissions and granted um admin access uh admin consent rather for for uh Microsoft so that's how I set up this one side uh on the Microsoft team side this is where an application gets created uh I believe anybody could technically do this but would recommend that your admin does it and I am logged in here as the admin yeah so this is the developer portal this is a tab on teams typically and we've created this one application here uh it's got its own app ID which we went and as the uh instructions show in the documentation I believe it's here uh this has a scenario where somebody Pro proposes this as a capability uh to the admin but if uh your Microsoft if your admin can can help you get this put together they could just create the app on their own and upload it into the teams admin console which is what this is uh and from here the application can we would need this app ID to from from the Microsoft admin um and it's been uploaded so it's now available in teams this could be um made available now to to your users and uh see where is I GNA go with this so we went through the steps uh of creating the app uh there's a a handful of steps that that need to be conducted here but this is all within teams and then um proposed as an application to the admin and once that's um accepted we copied over the app ID um and from there we would enable or configure Microsoft teams app so we go into conversational interfaces and these links are all in in the uh slide I was just sharing so within conversational interfaces we're going to go into settings uh and and here's where we are right this is the conversational interfaces page uh on the settings tab under sidebar um Jeff sorry to interrupt sure can you please show how they can navigate from the service no product documentations because often I hear that uh common question that customers confused like where to start with so yeah on the left side navigation uh click on integrate sidebar and Microsoft teams y click on that so this will give you uh uh give you to see like where you can find the support KB article the one that Jeff has explained uh uh just now what all the steps that's been involved for the Microsoft integration how to activate the aure dooper portal and the teams so you'll find all those informations here so once this is done then go to the next step on the left side menu enable or configure the Microsoft teams integration and you have like further down steps like what you need to do uh from the conversational interface which uh Jeff is going to show you what is going to do as an admin in conversational interfaces go ahead Jeff thanks Sam um so once we come in here uh you need to be in the correct scope I believe it's Omni experience uh standard feature set scope uh then you can make these updates we'll view the configuration here and this is where things come together right so we've got our app ID d22 this comes from I believe within uh the teams admin console we've got this app ID d22 this is the app we created in teams and had uploaded into the teams admin Center and it's going to be available to other users now um the app ID and the directory tenant ID came from the Azure portal where we had created this other app and uh uh these items it's right here all right and so once you create this app it it connects this back into service now and uh we provided a client secret that came with this uh uh application within Microsoft teams and that's how we we did the basic integration uh between sidebar and teams and then we had to go in and do some permissions and this is where you'll have control to indicate how many people will actually be able to use this capability you can provide it to different groups as is indicated here so I've got a handful of groups but I wanted to make sure that the users I was leveraging also had access so I provided AEL David and Eliza access here as well and once this is done you know using the discuss button or uh this uh sidebar discussions uh uh tab at the top right we'll be able to start to you know after refresh begin to leverage sidebar so I think that is what I had for today and again these uh links will be shared thank you guys so much for joining the call I'm going to stop recording here as well