[Music] hello and welcome to tech now the web series for servicenow admins builders and developers on a wide variety of platform topics my name is chuck tomasi i am so glad you're here we are going to be talking with the one and only heck now team member jeremy duncan about configuring the now experience workspace let's do some quick introductions for those of you that may be joining us for the first time my name is chuck tomasi as i mentioned senior developer advocate on the developer team i've been here for a long time would you say since 2010 i'm going to stop doing the math and just say since 2010 that's as far as i'm going i was a customer for a couple of years before that and my role has always been in custom applications integrations the platform in general there's a bunch of other stuff on the slide that you can read i won't read the slide to you because we want to keep these introductions short and get into the great topic so with that i'm going to turn it over to mr craig stepp all right and uh as he mentioned i'm craig stepp i'm a staff programmer lead at cloud labs and cloud labs runs the infrastructure for our training and certification department where we uh you know i spin up instances for everybody to be able to take classes and attend the webinars and knowledge and all that good stuff i've been here since 2014 so i'm coming up on seven years which is kind of surprising that they kept me around so long but i'm here so anyway um so i'll turn it over to jeremy thanks craig hey folks i'm jeremy duncan a platform architect here at servicenow on our workflow design studio team much like chuck i started as a customer many moons ago i've been at servicenow for a little over a year and a half now definitely focused on enterprise federal commercial enterprise excuse me implementations over my career and just a little bit of a personal uh background i am a reserve police officer so i get to write code and play during the day and go fight crime at night or on the weekends and i really enjoy camping with my wife that's right i do enjoy camping with with my wife and kids so thanks for having me today and i'll pass it back to craig for the agenda okay so where's the hat jeremy oh it's a i keep my handy hat right here so i just i wasn't sure whether to go with it today but he's not going to be pushing it not having a bow tie i got to give you a thing about the hat right here we go i'll keep it on now so today's agenda we're going to have a review of the agent workspace and jeremy's going to deliver that and he's going to give us a demonstration of course we'll be taking everybody's questions as we move along through the demo today and a couple of things i wanted to bring your attention if you haven't listened to it yet the break point podcast which is uh if you can't tell by the little cartoony guy over there i meant chuck he is the host and he talks to different developers and i guess different people around servicenow about uh about themselves so today uh tonight today actually he's going to be recording one with charnlen and they're going to talk about the command line interface for servicenow which uh i'm kind of interested in that i've played around with that before and i'm curious to see hear more about it so you can subscribe to breakpoint at all your favorite you know podcast outlets you know google podcasts or pocket um what was that pocket cast that was the other one or apple podcast any of that stuff and if you like all the stuff you see today you can check it out for yourself you can do that over at developer.servicenow.com it's really easy to sign up for your own developer instance and you can get it right away and start enabling plugins and try out some of the things like you said we we talked about today or even in the past that you you may have uh checked out on our uh previous shows uh there's also documentation all over there you get access to early releases like quebec which isn't quite out yet but it is coming and you can there's scripting api developer events all kinds of information over there to get you going if you're new to servicenow or even if you've been part of servicenow ecosystem for a while you can get your feet wet and maybe other parts of servicenow which you haven't uh seen before and now i'm gonna turn it over to jeremy and he's gonna talk about workspace aka agent workspace sounds like you're talking about a spy thing or something but yeah that's that's a good point and there is a difference so folks uh thank you for joining today's tech now episode which is all about configuring the now platform agent workspace before i get into any of the demonstration or conversation about our platform capabilities this slide is to help protect me from any forward-looking statements that i may make which may differ from what the future holds while this would be unintentional it does sometimes happen so let's see how the workspace fits into the servicenow ui stack so since um may of 2016 when helsinki gave us a portal service portal and then agent workspace appeared in 2019 we've had several uis available to us that's right and a quick history lesson for the newcomers ui 15 and cms were our basis for the user experience or user interface but then then came portal then came agent workspace and now today we broaden the horizons and workspace with quebec which is uh going general availability very soon you'll start to see some enhancements there and we'll talk about some of those today workspace is the most common place for agents within the enterprise to go do their work example of these personas can come from i.t from customer service field service hr the whole gamut and i would consider workspace to be synonymous with ui 16 with its intended outcome obviously not the look and feel but the intended outcome is the same is that agents that folks working behind the scenes can get their work done in a quick manner and one might ask why so many user interfaces and the answer that i can give is that we've listened to our customers uh we've grown a lot since early ui 15 cms and thanks to the input from our customers we've invested heavily in making that user experience better and so now that you've seen where workspace fits in this ui stack let's dig into what workspace really is so as i mentioned before introduced in march of 2019 agent workspace uh was designed to be this integrated and intuitive experience which was the goal was to make the agent experience better obviously increase productivity and really in short i would consider it to be that modern one-stop shop for agents of all kind to get their work done and i'll kind of demonstrate the difference between the way we've done work in the past on the platform and how we'll move forward and doing that with workspace so with that said let's begin to break it down so what is workspace really and i would simplify that by saying it's a ui container filled with components created on the now experience ui framework if you rewind a few episodes of tech now back to episode 78 wolfgang gives us a great intro into the now experience framework and and starts to use that cli that chuck's going to talk about on break point uh just to start building some of those uh custom components that you will see in the in the framework moving forward with the quebec release landing page components can be configured using that ui uh builder a pre-quebec and then in quebec and later you'll start to be able to create even more experiences with ui builder so you can see that on the right hand side just a quick preview of ui builder and as we have time at the end of the demonstration of agent workspace configuration i'll dig into what that looks like right also if you want more information on ui builder i believe brad tilton also uh has a series that you can find on the developer site under blogs is that correct chuck yeah if you go to developer.servicenow.com blog.do we're just looking under connect in the blog menu you can find uh the now experience tag in the word cloud on the left or you can just search for ui builder he's been cranking out a lot of these on how to do ui builder great information from getting started to some deeper topics and he's still putting information out as we record this i would expect more to be coming out through the month of march so looking forward to that yeah check that out and check out uh any other series that we have around workspace as as we introduce ui builder in a different light i mean we've seen ui builder for several releases now but you're gonna start seeing that open up and you'll be able to customize and configure a lot more so pay attention to those and and some of that will help break down or demystify um some of the questions that you might have right uh as we go along as we introduce this this technology so to do a quick i just i would be remiss if i didn't talk about uh the now experience again we're not going to deep dive in that that's already been started and i'm sure we'll continue to talk about that in the future but uh that now experience components are those building blocks for creating the great uis on the platform right these building blocks do follow web standards and they're not beholden to to specific languages or technologies like react js we get the question all the time is it supported is it built on it right so while we do follow those web standards we're not wrapping the entire solution around a singular uh technology right so servicenow is continually building that library of consistent and reusable servicenow specific components that you'll be able to to modify and and and build and even create yourself uh using ui builder in the future so again just a reminder episode 78 wolfgang go check out now experience he can he he can start teaching you a lot about that all right and so as a quick overview before we jump into the demo i want to familiarize you with a few key areas that we will play in today the the workspace experience starts off with a landing page this would be similar to a pa dashboard and i'll start my demo on a pa dashboard to kind of show you the difference and that'd be the spot where an agent might find key stats for the day before jumping into their individual workload and just a quick note the workspace configurations all get inserted into a single namespace which starts with forward slash now forward slash workspace and then the name of of your agent workspace environment but you do have the ability to create multiple landing pages within that workspace and you can modify the order to sh in which they'll show up and then you can also allow access to those pages via roles all right the landing page is is tailored for each group's needs so as i mentioned before you have csm agents you might have hr agents you'll have different experiences based on that agent's work type right but the technology is the same across the stack from the landing page you'll see counters these will update in real time when cases change state or if there's new work to be done clicking on those counters will reveal a list of the applicable records and then from there you can click into each individual record and start that work and what you'll notice is this is the beauty of workspace is you don't find yourself transitioning out of the workspace experience into a form view right it's all within that agent workspace experience and we're gonna actually modify some of those things today uh and hopefully you'll leave the day with some knowledge you didn't start with right so from this landing page as we move on to the next piece of of the workspace stack agents will have access to several other sections to find and do their work one of those is a list so lists as if you remember what i said earlier it's we're an agent workspace we're synonymous with ui 16 right so so the list kind of serve that same purpose as the app menu modules that you find using the filter navigator in ui 16 but now we've added some flair so rather than navigating to a list and then clicking into the table jumping to a record right you experience that all in one pane of class and then we add some player to that right i'll demonstrate some of that here in just a moment and then in today's demo we'll also show you how a privileged user would actually modify these uh list categories and filters that you see on the left hand side but an additional flare that we add is the ability for your end users to be able to create their own list so much like you could navigate to a record create a favorite in ui 16 you can now actually start to build your workspace uh with meaningful list filters that that help you get your work done so cool feature there and so a breakdown of that form view so we started at the at the landing page we moved into the list on the left hand side so now once you click into that record we get this form view right also known as a record view there are many different components working together on this page to create a unique and hopefully productive experience for your agents so starting at the top we see tabs and as we navigate down the page we see the form header ui actions that's a familiar term ribbon that's relatively new form pane related items those sound familiar right activity stream and the contextual side panel so you'll see some some old stuff mixed with new stuff to help bring again that experience to the agent that's working in this panel uh the work that they need on on one single page driving that home so put it all together as i mentioned you get the very first full interface to be built with the now experience ui framework you have a new way for your agents to interact with service now you now have a basis on which your your new user experience will evolve on the platform so old-timers like myself chuck craig and probably many on this call have watched us evolve and how agents interact and work on the platform and and one of the cries for help was can you make it more intuitive can you make it easier to use so uh again that's new users that are coming on the platform they're now experiencing this for the first time and so now it's you know what would be next make that even better and i'll i imagine that the learnings that we have from workspace today will fit into now experience uh how that framework will evolve future user interfaces that we have all right so chuck as i transitioned to the demo do we have a question that we might can answer real quick on pricing do you know if this request uh if workspace requires a pro license uh workspace is a platform feature i'm not a licensing expert but workspace should be a platform feature which means it's available to you um as a user interface much like service portal is available to you now there will be um specific workspaces that are installed with different license packages so csm hr as you pay for those subscriptions you get those workspaces installed but as far as the technology goes it should be available for your use all right and as always standard disclaimer when you need to talk about pricing we're not the right people apologize for that because this is being recorded in 2021 and pricing models have changed over time please talk to your account team for the latest information about pricing and licensing yeah so as i mentioned earlier we start with uh the dashboard in ui 16 as what i would consider an older experience right and what our goal is is to move into that workspace again so as i showed you before your landing page with your data that's clickable right um this is the end state we'll back up and i'll show you how we get there um also access to your list right so maybe you've got some it involvement you've got customer service involvement having the ability to jump around click into records make changes and and update tickets in one pane of glass that's our goal that's that's what agent workspace is all about now again as you as we transition into the quebec release you'll start to see some some workspace features that you have at your fingertips to create even more custom experiences on the platform right so again we've as i mentioned we've made significant investments to enable our citizen developers to utilize the ui builder with the ability of of getting even more custom to build those uh components yourself rather than using the over 100 components that we have out of box today in quote bag those experiences that you build can come in the form of a workspace or a service portal so the question has come up can you build service portal experiences using ui builder while the answer is a yes it's a yes dot dot dot right um we don't we don't want you uh necessarily jumping into creating those experiences in uh ui builder uh until you've got a plan of action to migrate away from portal so while you can technically build pages and use some of these uh reusable and configurable components have a plan for that much like anything else in the platform come up with that migration plan and do it um i would say smart right do it in a smart way so today we are going to focus on workspace we won't get in the portal um and then the keywords i want you to remember are agent and configurable you've heard me say agent works fit workspace and that refers to the workspaces that were originally released with madrid and then we have the all new configurable workspaces which you'll see uh for csm uh and in uh hr out of the gate in quebec and then you'll start to see more but but the configurable workspaces are related to that quebec release so we're going to walk through today a couple of different ways to configure your workspaces the first one would be using the workspace guided setup i've got a favorite to it however if you type in agent you should find the guided setup down in the agent list and it's right here under workspaces and agent workspace guided setup right and the first thing that we will jump into actually before we go too much further here i'm an old timer and guided set up has not been something i've naturally gravitated towards because i'm used to working back in ui 16 but i just have to give a shout out to guided setup as it relates to workspace because it's laid out nicely and in an order that makes sense right so if you prefer to jog on that paved road have it have have everything smooth this is the way you want to go right for the wanderers who like to kind of stroll through the mountain trails to get work done on the platform you obviously can navigate to the workspace um this way and start making changes right so this is what we're going to start with is branding but i kind of want to go back to the guided setup and take you down that path just to show you how it works for those of you who have not used guided setup before so jumping into the branding and theming kind of gives you an overview of what that is and some things to think about as you brand uh your workspace so we're gonna jump into configure and we're gonna start with a dark and a light color for our branding just a quick note the hashtag is required here while i can type a color in and it shows up it will not accept it without the hash so make sure that you've got that and i don't know if you noticed before but we have a logo here and we've got the same color uh but but we're actually going to see that change here in just a moment so we've added a couple of colors and we're going to add a logo one that i have doctored up just a little bit and we're gonna save and reload our workspace and as you can see the logo changed and actually my color didn't a second color did not change oh yes it did i'm sorry the first color is here as you can see it's a little bit lighter than the the left uh the left panel uh and then and then you've got the color here the highlighted color that's what is uh brand color number two all right so use your favorite hex color editor go grab a color and uh update that um a branding experience there in workspace and next up workspace does allow for for other configurations like the list categories and filters as i mentioned earlier landing pages record views and playbooks so we're going to jump right back into guided setup to do a few more of those things so as i mentioned we've got the list on the left hand side don't forget or excuse me don't worry i will come back to the landing page i promise but we're going to jump into lists next because the guided setup is taking us down that path next so we're going to start with creating a list category and just a quick note on the on the categories uh they won't show up unless you have a list beneath them so we're going to configure this and we'll refresh and i'll kind of show you just so that you don't worry so we're going to call this category uh stuff jeremy wants to see we'll give it a low order so that we make sure it shows up at the top of the list we'll make sure the agent workspace is the one selected as i mentioned before you can have workspaces for different personas in the organization today out of box you're gonna find it and csm are your two main personas that live within uh agent workspace so after we've created the category logically you know taking the unbeaten path right we can jump right into workspace list and go ahead and create our filters but being a creature of the guided setup habit i want to go back to my list in the guided setup and actually go into configure here it's going to take us to the same place but i want to kind of show you how that works right once we get into the workspace list um area we want to make sure that we are looking for the table that we want uh the list configuration for so we're in this case we're looking at uh sn customer service case okay um and and so what we're gonna do though in that category we're gonna create a new one called open entries category was stuff jeremy wants to see so we just created that right we're gonna look at cases and we'll just say active is true and pick a few fields that we want to see so short description well not bad take that out stage and we'll leave it to that again we'll give this a low order so that we start at the top of the list here and submit and as we navigate back over to the workspace refresh and check out our list we now see the list category that we just created stuff jeremy wants to see with the list filter here open entries right again you can filter that out it would make sense to filter that out to what specifically you want to see as i mentioned before your end users do have the ability to create a list it's pretty um self-explanatory you can start with an existing list or create your own you can give the list a new name call it other entries and the data source we're probably going to want to use the same table customer service case it pre-selects the the default columns for us and then we can add filters to that as well based on what we want to see okay so we create that list so that again that gives your users a little bit of a almost an admin field to be able to create their own list to see what they want to but the lists that are here are your global out of the box list all right so moving on to the record view you've given your users the list that they need to see so that they can jump right in to the ticket and see the details excuse me sorry i got a little happy there with the mouse so now we start to look into the record view and as i mentioned before if you think back to the to the slide that had all the colors the colored sections on it this isn't your typical form view in ui 16. while the form view does play into this into the view it's just one piece of many components that make up this this ui container as i mentioned before so we'll start today with modifying the header we'll make some changes there we'll then move into the ribbon and then the form down below right just to kind of give you a peek into some of the configuration changes that you can make again we're going to stay in guided setup to do that um so we'll jump right back over back to guided setup we've done branding and theming we've modified our list now we're going to jump into forms first thing on the list is the form header so we jump right into setting up the form header and again we're looking at uh case customer service case and the reason that's important and and i think a great feature is that depending on the record type right for customer service cases you may want it to look a certain way you may care about who the this contact card right you may care about who the account contact is before variety you may not you may not want to use that feature right so you might even remove this contact card and just keep the timeline and maybe sla data so you've got some flexibility here based on the table right that the record view is coming from so we're going to start with the the header and we're going to modify the subheading here we're going to add the number all right and then we're going to jump down to the secondary values here after we save the record move over into csm workspace i forgot to do this you won't be able to add secondary values until you're in the csm workspace application so as you can see down here and i'm going to bounce back and forth real quick just so that you header right you see information short description uh the account contact priority and state you can validate that by by looking here in the secondary values and see account contact consumer and then you've got priority there as well and then state so we're going to add a new one and it's great that we have the contact information or excuse me the contact name but we might want to add the contacts mobile phone number right so we'll jump into contact and we'll kind of dot walk this down do contact and mobile phone and submit and so that we make sure that this shows up next to the contact information let's go ahead and give it an order of 250 and we'll go in and validate our changes were made there we go i had to pick a a record with a contact that had a mobile phone number so amy chen's phone number is listed here don't try to call that number it's fake so moving on from the header um so back to the space so we made a change here right now we want to modify the ribbon so as i mentioned before you've got several components here that make up this ribbon and as we start moving into ui builder in the future and making changes you'll start to make those configurations in uib for today we're going to continue to work down the path of guided setup and then again i'll show you how you can modify some of those things as we wrap up so back to forms we want to configure our ribbon settings and we're going to look again for the table of case and i'm just going to do a quick show matching on the customer service case ribbons and as you can see on that record again this is all about the table customer service case so this is the record from that table you see uh the ribbons here i've got three showing which is accurate with what i'm showing here we've got customer 360 timeline active sla and then we've got one that's deactivate so that does match our experience so now let's jump into the customer 360 which is which is your contact card component so if you're out on the developer site and you're looking under resources and you look at the components that are available this is your contact card okay so one of the things that we may want to do is change the size of these ribbons so maybe the contact card needs to be a little bit smaller so that we can see more information about the active sla over on the right so in order to do that we again walk through the guided setup path we jumped into the ribbon settings and we're just simply going to change the width we're going to change it to a three and because we change the 360 size we want to make active sla a little bit bigger and so we're going to change that width to a 5. one thing i'll pull your eyes to is the ribbon component attribute so this is the the way that you would change any attributes that are configurable for that particular ribbon right so active sla has nothing other than the size that's available to be modified here but customer 360 just going back to that real quick there were quite a few things that you can um change about how that uh cooks right by adding or removing uh values so as you can see you've got a name you've got a title you've got phone numbers and email so you can actually change those primary secondary and tertiary fields here with these so the the beauty of all that is there's no code here so as you build out those those ribbons and you utilize those out of the box components you'll be able to make those change out having to dig deep and and encode all right so we're going to make those uh width changes very simple change i admit but just to kind of show you the flexibility that you have without having to write any code all right so as you can see contact card's a little smaller sla is a little bit bigger right so that's our ribbon settings so let's jump over to the next part which is the form so we're working our way down that workspace startup started with the list now we jumped into the record view but now we want to kind of jump into the form layout now the good news for us old timers is that the the form view is modified or through the ui 16 the old way right so there's no new way of of necessarily modifying that form layout because it's read from the view so you've got a workspace view or if there is not a workspace view on a table that you create which if you're following our um our app creator within studio and you create a workspace from that that should be done for you but in the event that you don't you're starting from scratch you're creating a table you can create this view so that it can be uh used in workspace and modified so any changes that we make to this form view right now either using the form designer or the old school form layout will appear uh in your case record right so if we were to take out the channel social profile asset partner contact maybe we throw the needs attention right here above number you know make those changes which we're used to right so this is not new to workspace but as we make those changes we'll see down here at the bottom that those uh are live okay so we've got our case details down below needs attention moved over to the left we cleaned up this view quite a bit i'm going to go ahead and hide that ribbon section in this with using this collapsible container to open this up just a little bit so that you can see that but those are the form changes we just made so that's simple uh again for for old timers that's a that's kind of a reusable uh feature and that's how it's rendered in the workspace all right moving right along we jump over into modification of the landing page so what we showed you is the out of the box landing page that comes with csm which has got quite a few reports what you'll commonly see here are reports and lists on a landing page again synonymous to that ui 16 dashboard that i started this with now as you start to create your own custom experiences right outside of agent workspace and you start building your own workspaces um you'll have over a hundred components available to you and then the ability to to create your own components so so your possibilities are are unending uh there but as we talk about agent workspace and your existing landing pages you'll have a few that are available to you so here's where we get the breakaway from ui 16. and uh jump into something a little bit more exciting so we're actually going to be before i do that we're going to set things up for success there's a little preview of what we might get to let's jump over into the workspace there's a couple of different ways you can get into ui builder the first one i'm going to show you is the one you're going to use for modifying your agent workspace for those who want to create new experiences all right and one of those could be a workspace experience you're going to navigate right to ui builder to do that all right but for the sake of modifying the agent workspace experience we're going to open up the workspace we're going to go back to the agent workspace go for application and you'll see a ui action available to you which is open in ui builder so let's choose that and what you see available to you are your landing pages for that experience so what's out of box and what i showed you initially is this workspace okay so you've got your reports that are available to you um and you've got your list view but what we're going to do for this experience we want to create a new one right so as you can see here we've got a header we've got some other things but we're missing some stuff we need to add some things here so for those of you who like to start with a a blank canvas you have the ability to do that if you want to create a landing page from a template we walk you through how to do that as well right but for the sake of just kind of creating from new i will start this way so let's go ahead and start by explaining what we've got here the first thing is a collapsible container so jumping over to the components on the left hand side here you see what's available to you for agent workspace seems like just a few things but for landing pages it's it's the things that we feel like are are necessary for your jumping off spot for your agents to get to the work that they're supposed to be doing so again i started with a with a container i dropped it in just gonna kind of show you how i got here and within that container i allowed it to be collapsible and you can start with it being collapsed or not right you can change the modal size and you can change the label that shows up here all right so some of those configurable things that you get with components go ahead and remove that because i've already got one here right let's go ahead and add a couple of things we've got the ability to add rich text so for those of you who want to show something in html you don't want just plain text on the page we give you some flexibility there and can even do some linking from that rich text section but we're going to go ahead and remove that delete the component now we're left with this collapsible container so now we want to report so i don't know if those of you that recall building a reports to add to a dashboard you're jumping from your dashboard page to your report builder right to get that report to show on the page if you wanted a pa report right there's a little bit different process well we simplify that with ui builder for agent workspace and we call that data visualization so you start by defining your source so for this one uh we may want to see uh we'll stick with cases right so cs customer service case you can also type the table name if you want to but i like getting right to it so i'm going to type that in oh not cs sn sorry all right so we've got tables here we've also got suggestions based on past tables that we've used but i'm going to start with this and then i'm going to add some conditions i may not want to see all records i can i can obviously select predefined conditions but maybe i want to say active is true and assigned to excuse me assignment group is dynamic and we'll say one of my groups okay this looks familiar right so we started with a table created a filter we get a quick preview we run that filter we get a preview of what records we're going to see before we add it and then we can add the source so once we've added the source and we've completed the filter we also get to see the visualization type that we can show right this is a little bit more limited than what you get in the report uh feature but i assume that that will continue to to grow and and build as we mature this component as time goes on right so we're good with a single score here there are some other settings that you change as well you can also do real time update for that number all right you can change the refresh interval in minutes so maybe we want that thing to to refresh every one minute all right we can show the label if we want to and we can even uh change how that number is presented we can leave the chart size as auto we can we can make it small we can make it medium large extra large we can change the score size as well to be bigger on the page for us folks who might need the large print edition but for now we'll leave it to auto one of the things i'm going to go ahead and save this one of the other things i wanted you to to clue you in on is that what i just demonstrated was your typical report right so picking a table creating a filter and picking how that's presented another option that you have here with data sources are using your pa indicators now i don't have any of my pa jobs running right now but this just goes to show the power in one interface again you're not breaking away and moving into the reports you're you're you're keeping up with this and and one interface so you pick the indicator you pick the breakdown that you want right you give it its value you preview it again i'm not going to have any data because i didn't run those scheduled jobs but it just goes to show that you have those same visualization features you can show it as a single score you can show it as an area line doughnut pie things like that so this is your configurable things that you have available to you that do not require any code simply configuration to show how that data shows up on the page all right so we've got a couple of things for this guy to be able to to make work work better right so as we save the page let's actually go see how that looks for folks who are going to hit the agent workspace from their left-hand nap so if they type in agent workspace home they should see that page right it's loading okay oh wait a minute that's not our page oh okay so let's fix that one of the things that i mentioned earlier is a landing page is defined in a couple of different ways how how your agents can see the landing page right so workspace can have multiple landing pages so that it's dynamic and you can make that role based and or order based so as you can see here the csm landing page which is out of the box has an order of 75 so in order to make the experience landing page that we just created show up when agents actually click on that value or close you click on the workspace agent home we need to set that to a lower value let's set that to 10. let's update it and now when the users click the home option as you can see the url is the same that doesn't change there's no configuration there and now it takes us to this landing page pretty bare um obviously if we spend a little bit of time on it we would be able to make that a lot prettier and not have my ugly mug right there but as i mentioned before you click into the live data you jump right into the record that you care about you see the details so so what we've curated up into this point is the way the header looks the way the ribbons look the form layout right and so the next thing we'll focus on are playbooks this is a popular topic this comes up in a lot of the conversations we have on the workflow design studio and it's a fairly new topic as it relates to workspace right and i would consider it a game changer for customer service um again they're not a new concept in the service management space you'll see playbooks and runbooks referenced in the security and incident response flows but the playbooks are based on your flow designer and process automation designer if those are new terms for you go check them out on the docs site but what this does is based on your flow based on your process based on how that's defined you can create a playbook that you can make visible to your agents just to save a little bit of time i was going to walk us through doing a time check uh chuck how are we doing how much time we got we're in about 10 minutes and we still i'd like to get in some q a but we also have our closer to there too so yeah okay all right cool much more you got to do i'll bounce through it right so we're going to go over to playbook type type in playbook because we give you some out of the box and the doc site's great on walking me through this okay so what we want to do is activate um the csm playbook all right and actually i've already got that active so we should see so there's a couple of different places you'll see the playbook one is going to be in the related list down here at the bottom or in your contextual panel so let's go make it active in the contextual panel in workspace all right playbook component we want a ui excuse me sorry now playbook experience we'll grab an icon actually got one predetermined here book fill and view workspace active we got a low order and under let's see we'll go back to that record run to the advanced view i'm running through this real quick and this is documented by the way in the doc site as i mentioned before we're gonna grab our experience id we want to let it know what the parent field is which is the sys id of the record and then the parent table we'll define that we'll save it and then under conditions we want a scripted condition here and we hit save and make sure that this is agent workspace your workspace for the playbook and now refresh [Music] assuming there is a flow for this particular let's go back let's find a record that's got a case that's got a playbook and show you that oh man chuck my playbook's not working all right sorry yeah yeah for sure sorry about that so folks as i mentioned uh ui builder you can create your own experiences i'll wrap with this sorry my playbook didn't uh didn't take off very well but as you start to get into experiencing ui builder you'll be able to modify a lot of things individually at the component level so again this is a sneak peek into quebec you can edit your heading badges you can change your titles you can change data sources from this page you can change the layout the the container sizes and start to build a lot of those experiences right here within ui builder so lots lots to look forward to lots of components out of the box to go play with check out docs and developer site you'll be able to see how to create all those things and with that i'll pass it uh actually let's do one quick thing put the share and we'll talk about the top takeaways for today all right what what do we hope that you got got out of this is that agent workspace is one of many servicenow uis we bring the agents from multiple business units to that single ui and then we configure the workspace via the now experience framework also known as ui builder as it relates to workspace and so with that i'll pass it back to chuck sorry for the delay no problem hey thanks jeremy a lot of great information i know there's so much to learn about workspace we have a ton of questions i'm just going to take a few quick ones and i apologize we can't get to your question live we will be answering these offline in the next 24 to 48 hours and then posting those back to the community you should get an email that says thank you for your question here's a link that sort of thing whether we answered it live or not you'll get that email i tested it out last weekend again so real quick does atf work with agent workspaces atf workspaces that's a great question and i don't know the answer to that that's a fair answer i don't know is always okay in my book it means we'll check and get back to you on that offline question uh yeah a lot of questions around the ribbon what is the total width cover if any and what are the units of that width the width cover so it's it's reactive to the page right so you you've got your predefined um ribbon settings right one through six but as i showed you in the ui builder you're gonna have more options to to dynamically change how big that space is and each component that fits in it so theoretically you can fit as many components as you want in there you're just going to have to make sure that you got enough space on a on a page full screen again and that is the way the page changes so it is it configured dynamically how many ribbon components can be displayed it depends i guess is the answer on that one yeah what do you want your user experience to be [Music] uh do the workspace i'm trying to interpret this one because i think they use the wrong term in here it says i see the potential for workspace home page to replace the team dashboards i think they mean the landing pages uh do those landing pages support tabs in the same fashion as dashboards so i believe so uh there there are components out there in the way you can containerize i would say there's a dot dot on that so today right you're limited in building your containers and putting things within that within that container which can be collapsed but in the future as you start to use ui builder and use the components that are available there should be one for for sections um or for retainers tab containers but if not remember you can build your own so we give you that power on the platform all right thank you jeremy i'm just going to wrap up real quick so stick around we do have some other information to share with you including the quebec release podcast broadcast sorry podcast on the brain join us march 18th registration is open for that you can find the registration link in the resources panel if you're watching live go click there register it's totally free you will find out more than just the platform features you will get insights into itsm and itbm and csm and hr and oh man that's alphabet soup isn't it but really we want to invite you to go check out what else is available in quebec that is going to be released general availability in less than 30 days from this broadcast it's mid-march so it's coming folks it's coming we also have knowledge 21 digital experience coming up don't want to miss that either so watch your mailboxes and keep your eye out for that that is going to be starting i believe the date was may 11. don't quote me on that i'm going for a memory on a meeting yesterday but it is going to be in that mid-may time frame so block out your calendars we have learned a lot from last year about what people enjoy where they attend what they like and we're going to bring you more of that good stuff so watch your mailboxes for more information or go to knowledge.servicenow.com for the latest information invite you to go there finally our next tech now is going to be on something i'm so so excited about valerie myers christensen is going to be joining us to talk about app engine studio this is our new application building engine and she'll tell you how to get in and what it does it is probably the sexiest thing i've seen in service now in a long time and they've really worked hard to make this useful build your tables build your flows think of guided app creator on the next generation so if you're familiar with going into studio and starting an app guided app creator's still there but there's more easier ways especially to enable those builders those citizen developers in your organization all right i see it as the top of the hour and i really really thank you again for joining us if you like this show thank you very much if you don't my name is craig stepp what hey hold on take care everybody and we will see you again real soon [Music] you