welcome everybody to the next experience Academy this is session 22 what's new in sanado do for experiences my name is Maria Gabriella weter I am a senior outbound product manager on the agent experiences team and I am joined today by my awesome co-worker samuta she is also an outbound product manager okay barely awesome yeah good to know guys thank you so today's Academy just some quick housekeeping for today please use the Q&A for questions it helps me gather up the questions to post after the session use the chat for comments again and Q&A for questions and yes Dustin Dunstan we are recording this and the slides video and Q&A will be made available at a later time for you guys I hope to have a quick turnaround with this one it just ends up depending on how busy my Friday ends up being but yes this is going to get recorded and if you remember you signed up for this using a link to a community post on that Community post I'm going to have all of the events listed and the there's going to be a link to the event for this webinar that you can grab the recording from it'll also be posted on the service now Community YouTube channel we have a next experience Academy playlist that you can check it out and you can get links to this from our Center of Excellence which is right there in the the chat so these sessions are for you please ask questions interact this isn't meant to be just a presentation I'll be in the product configuring live and we will be back soon our next session is September 18th again at 11:00 a.m. eastern and we will be talking about UI Builder and workspaces and what's new in those so next session is going to be about UI Builder and workspaces and what's new in sanadu let's get started we are going we are outbound product managers which means that we may sometimes say forward-looking statements um this presentation may contain forward-looking statements which means that you shouldn't make any purchasing decisions based off of any forward-looking statements we make but we should mostly be talking about what's new and San to do today so we should be good our goals for today we're going to be going over agent chat sidebar theming and theme Builder and then we're going to do a demo but first we're going to get started with agent chats so what we have released for zanadu for agent chat as you all know we have released chat summarization in the past releases now we made some improvements for the chat summarization with that in the chat summarization and the console settings you can Define how you want to show this chat summarization to your agents let's say for some users you want the chat summarization quick action and for some users sorry when I say users it's agents so for some agents you doesn't want the chat summarization to be available so those changes now it's it can be done by setting your configurations and the defined availability you can do it on the skills that's always available or you can customize the skills I'm going to do a demo after agent chat slides to show how this experience looks like with this condition setup and then when a live a agent transfers to another live agent while interacting in real with the requestor so now with the chat summarization the next live agent who joins into the interaction can see the chat summarization and understand what has been done between the previous agent and the requestor so that they can start helping requester from then on so here is in a demo how this chat summarization works and the chat summarization settings page where I'm find find the triggers so here I have activated all the triggers for chart summarization and then I'm going to Define availability so in this Define availability this is a new capability for zanadu you can click on skill is always available or you can just customize it and add your conditions so here I have added a simple condition number is the interaction record because my next record that's getting created is 212 so I have added that to simplify this demo and then I'm not making any other changes so now I I'm going to have two agents so one agent is in a admin let's say this agent speaks English and reads English so I have one agent and then I'm taking another agent who logs in with the German language his name is David L and now here is a requestor went to our portal and started chatting using our now support and trying to connect to a live agent so David L received the request and he accepts the chat now he is starting interacting with requestor so now since I have already activated my chat summarization whenever a chat comes from like from any portal service or any other locations to an agent into their inbox it will automatically provide the chat summarization to the agent to understand like what's going onone now in this case the requestor has requested David L for an help which he can't do so he have assigned to another agent who can help faster now if you see here when David Lou assigned to admin agent immediately there is a chat summarization displayed and admin can also go and use chat summarization quick action to again get the summary of what's been done now I'm going back to my chart summary settings now what I do is since my interaction record is 212 I'll just change that to the condition my number is not 212 so let's see what this does I have saved my settings now I'm going back to the agent workspace now the agent who was using chart summarization he will not I mean he can't able to generate the chart summarization because if you see this interaction that is IMS 000021 to and based on our setting it is not so I'm going back to Define availability and changing back the number is I as 212 and now the agent is able to use a quick action summarize and now the chat summary works this is how you can control how you want your agents to use who can use the chat summary and from what all the different location the chat summary can be used like let's say here what I do is I have activated chat summarization for or short description and chat summary let's say if the requester close the chat in his portal or even the agent in their workspace clicks on End chat I want mother the chat summary automatically create a short description and this chat summary with this it saves time for the agent to not manually enter the description or the chat summary so now in this what I'm doing is the chat is being reassigned back to to David L and now I'm going back to the portal here the requestor has ended the chat now for David L this conversation is closed from the requester and if you see here the short description and chat summary has automatically got populated and the conversation is also ended in the chat box and sea we had a quick question in the Q&A does chat summarization require now assist yes thank you okay and we have another capability that we have released in zanu which is chat reply recommendations this also helps the agents to quickly get the reply recommendations which saves the time and no more manual typing if there is a similar set of context already available the ml will pick all those based on KB articles or a similar chat history or any of the context happen on the conversation it will bring a reply recommendation to text for the agent so for this the agent can just use a quick action right with now assist even for this feature you do need now assist so when the agent clicks on right with now assist it will pop up a window with the predefined reply recommendation and let's say the agent wants elaborated one they can select the elaborated one or if they feel that they want it simple and shorter they can click on the short and reduce a reply recommendation and and send it to the requestor and as it's using the ml behind so it's bringing the information based on the past information let's say for example the most common request that comes from the requestor says hey my laptop is broken and I want my laptop to be shipped to my address how soon it can it can be shipped based on the previous conversations or your company policies it takes 5 to 7 days and since the requester want this laptop as soon as possible or in a within 2 to 3 days so based on that agent is making this high priority and when agent chooses repair recommendation they can also make changes to the text they can add delete like for example if it is 5 to 7 is the standard time period they can change to 2 to 3 days and then send it to requester and before I go to Side Bar I would like to take any questions for agent chat can the chat summarization link also set up yes awesome so I think you're good to go okay so let's see what's being released for sidebar so in zanu we have added chat summarization in sidebar discussions now your agents when they're discussing with other agents and subject matter experts within their instances using sidebar discussions agent can use a quick action summarize to get the summary of the discussion that's already been happened before the agent is joined or in between whenever agent want wants to know what's been discussed in the past they can just use this quick action and get the chat summary so here the chat summary is visible only to that particular agent who is requesting and the information the agent sees in the summary it's only visible to the agent and it's not shared with other participants within the discussions and just to answer a question that we've been getting in the Q&A you are not able to access any generative AI features through your PDI if you'd like to try out these features we recommend you reach out to your account team for more information as many of you are aware sidebar was active out of the box on task based records till the previous release now in this release we have also provided the option to activate on non-task based record this is available in the sidebar settings where you have to remove the activation for record types if you want it for non-task base record a common question that I hear from customers who wants to set up sidebar on their custom tables or the non-task based tables we have product documentations available how you can configure manually getting the sidebar discussion button added on those non-task based records now that pain and time can be reduced just using this particular setting and have the sidebar activated on your non-task space recards notify user groups let's say you have added individual users or the groups into the sidebar discussions for example like you want to there is a major incident and you want to keep your leadership aware or the subject matter expert experts be aware or the stakeholders be aware so it's no more a manual step you can pick the participants and the groups to whom you want to send this notifications so when those are selected automatically notific ations will be sending to those users add groups to discussions in the past you were only able to add individual participants selecting those agents or even activating the participant suggestions and adding them into your participants list now you can actually create a group with a list of list of participants in it and have that group added into your discussions so when the individuals and the groups been added into the sidebar discussions we are also showing in a message who has joined from the group let's say you have 10 agents in Hardware group and one of the agent have joined into the sidebar discussion so it shows that hard hard weight group is joined it doesn't look for all the 10 participants in the group has to join into this discussion knowingly that one of them is good enough if none joined from the group it also shows that no one joined from the group so the best example is on call member of agent chat groups if there is any question comes while during the on call the agents need help from other agents they can simply look for the agents who are available in the on call and have them added to help them faster to resolve the issues and also if you want to see who are those participants under the groups we have added that option in the discuss info all you need to do is go to the discuss info look for the participants change to Hardware group The minute you click on Hardware group it will show all the list of participants who are in the hardware Hardware group and we have a dynamic switching between expert finder services in the past we have provided out of the box query on suggesting the participants we made it simplified and also a good control be given to customers who wants to specifically want to show a list of participants for a specific set of tables they can use this script and add the table and also from which path it's coming whether it is coming from a portal or it's coming from the workspace like where this particular table is being opened based on that which agents that they want to show as in a participants I'm going to show a demo right now how this particular configuration works and helps so here I went to extension Point that's a participant SS extension point so I have a we have a script that's the default comes out of the box you can use a script and then add the table and document and the path have you want so here what I have done is I have just changed and the script and selected the table as incident and the path as s so since I'm going to show the demo and workspace based on those combinations instant which is open in service no s I want two agents to show as a suggested participants which is Beth and Fred so I have provided the AG and their user IDs here and now I'm going to workspace s and let's say here I open an incident and a problem so I'll go to the incident first so when I go to the incident and click on sidebar discussion I created a new discussion and you see that Beth and Fred are the only two participants who are available for the for the incident because I choose the table and I added only those two agents now I'm going to the problem now I'm creating another sidebar discussion for the problem but you don't see any agents here because I have not that I have not added that condition in my script to suggest the agents for the problem table so likewise you can Define for which tables you want the sidebar participants sh suggestions be available you can also Define the groups if you have you can also Define your team like Microsoft teams groups as well let's say you want to have multiple conditions so this is a place extension point so you can add different configurations here but make sure you always follow the order which one you want to trigger first because the order like if it is 100 and then 200 100 triggers first and then it looks for the 200 conditions to show the results wow that's actually super cool that you can script it to such a granular point and I really love that there's that inscript documentation there that gives you a bunch of parameters and information that's really cool Sima is setting up sidebar conversations on non-task based records is that in Washington or only in sanadu it's in zanadu for Washington you still have to follow the manual steps as per the documentation available in product docs activating manually the sidebar discussion thank you and these all these capabilities you talked about these are specific to the platform agent chat like they wouldn't work if the primary chat interfaces via teams integration right can you repeat that again just asking bl's question that these capabilities you talked about are specific to the platform and they wouldn't be available if the chat interface is via teams integration yes these are all within the service now thank you so I think we're good to move on to sidebar and any questions that are still in the Q&A will get answered once I start my side of the presentation and SIM yoka can go into the Q&A so don't worry your questions will be answered if we don't get to your question during the presentation keep an eye out for the the community post of this event and I'll be posting the Q&A there when I post the video I'll talk about sidebar on mobile this is another feature we have released in zanadu so now sidebar is available on mobile so you can go ahead and follow our product documentations to activate this configuration on your mobile device so agents can open sidebar from two different locations so this slide talks about opening from navigation so it's available in the navigation so when agents agents or any users clicks on this sidebar it will show all the discussions that they've been involved in all Tab and if there is any Android discussions in Android and if there have been mentioned in any discussions to join so they'll be they'll be shown in the mentions and anything user has favorite so that shows in the favorite for for them to access later so now in this one they can click on any of these discussions and start interacting with the participants but one thing is from the navigation we call it as a global summary so agents cannot create a new sidebar discussion this is more like their their Global summary what are the list of discussions that's been assigned to them and where they've been involved they can add delete messages and also add messages to the activity streams I'll show those in in the demo after the next slide and here is a slide that talks about how to open a sideb from a record let's say there's a work order and the agent goes and want to start a sidebar discussion now they will see the sidebar icon on the top right side we'll click on it and they will start a they can start a new sidebar discussion here or if there is already existing discussion they can also see the list of all those existing discussions so that they can ask the question if it is already been discussed in the past if not they can always open a new discussion and create the discussion into an open record whenever the agent clicks on the open records it will go back to the record and opens the work order for the agents to see that what's all being done and for other informations let's see in a demo how this experience looks like so I'm in a mobile and here is the work order let's say I'm an agent I'm clicking on sidebar icon on the top that takes me to the sidebar record summary page and here I if there are already discussion so it just showed those past existing discussions I can click on them and continue my discussion asking posting my questions here if not I want to open a new discussion I can go ahead and create a new discussion autop picks the subject subject name and then I can add the participants you can also activate the participant sessions for the mobile as well so that reflects and then in this new discussion so I can I can start my discussions adding with other participants deleting other participants so whatever you've been doing in the web you can also do that in the mobile the only difference is the pages that looks in Mobile is been different but it's easy and the experience in Mobile is quite handy for the agents to see everything within the mobile like when I clicked on the open record it brought me to work order record and when I click on side B icon it's taking me back to show all the discussions that's available on the tri card so in this messages I can attach files I'm attaching a file here then you can send pictures of files and share with your participants can also share the Emojis and there is quick actions activated as well so you can use the quick actions so any file or picture you want to any file that you want to post to activity stream you can do that as well in the mobile so here your other message like even the test message I'm just posting to the activity screen it's not to see my activity stream I can just click on the open record for every record in the mobile you will see activity as a new tab there as separate tab there so just click on that activity and you will see everything that's been posted within this for this record into the activity so as you see here the picture is being added and also the message test is also been added into the activity log which is being added recently that will show up in the beginning you can also delete any of the messages that you feel it's not relevant to show in the activity you can do that you can make make changes and even from activity you can open the discussion cuz every activity for that every record you'll always see a open discussion button so just click on it it will take you back to the record like whenever the agent forgets like from where they can start looking for the sidebar discussions they can easily find from their records and also from the sidebar icons on the top to start from the sidebar menu or even tricking from the navigation to find those discussions so what I whatever I have showed here this is on the record now I want to talk about how the sidebar can be open from the navigation I'm just going back now here on the navigation menu I have the sidebar so I'll just click on the sidebar let's say I started my day and I just want to see what's all being discussed where am I where I am involved what's going on my favorite discussions so I can just go to This Global summary menu and find out all those information like all Tab and read mentions favorites and when we click on these any of these discussions we can always go to that particular regard and see that what's what's been updated and what's been added into the activity if there are any unread messages and I want to get involved into those discussions I can just go go to under Tab and take those discussions and start working on it let's say for example if there's a group being added maybe one of the agent from the group is already active in those disc discussions and I don't need to add anything or let's say I feel like okay I have some time maybe I can add some information here I can also do that going to those discussions by sending my messages awesome thank you so much samuka a quick question from the Q&A are any of these features like sidebar chat summarization available on non itm workspaces yes it's available in other workspaces as well you can talk to your solution consultant who can help you to provide all those details or you can even go through our product documentations which all the workspaces that will be supporting awesome thank you and feel free to keep on sending questions in the Q&A samta is going to take over answering them while I start talking about theming and theme Builder so we actually have had a lot of awesome changes a really really big change happening in theming in Santa do so first I want to just quickly explain to everybody just to make sure we're all on the same page here how the data model for themes works and we're going to briefly look at how they used to work and how they work now as of s do so the way that next experience themes work is we have a main theme record on the CIS ux theme table where here you can see that the theme we're looking at is Polaris and this theme is made up of multiple different CIS ux style records which here you can see we have colors fonts shape and forms imagery and dark which these are all CIS ux Styles and this is what they look like as part of the Polaris theme record you can see them all under the compositional app Theme tab you can see that there that order field there doesn't that order field controls the order in which the colors there are applied so if you have multiple style records that have the same theming hooks they're going to override each other according to the applicability and the order that you set there and then there's the type we have core and variant currently rather excuse me variant styles were used to override the core style records they're associated with and we used them to enable a feature called alternate color palettes which if you remember back in ui6 core UI you had you had lime you had all these different color themes that's how we in the past enabled you to have different colored themes you could have one main theme active and then you would have an alternate color palette in a variant and they would all display like this in your user preferences what we have done now is we've actually enabled the ability for you to publish multiple theme records and each can have any number of alter alternate color palettes the palettes the alternate color palettes and the variants are now going to be displaying like these little circles at the bottom of each theme and here you can see that I have three different themes enabled and they each have a different number of alternate color palettes and I'll be showing you guys how that works in more detail here soon oh no what happened to my slide well that's unfortunate so theme Builder is the best way to manage what themes are available for your end users and the screenshots are meant to show you what that looks like there's two new views in theme Builder and if you're not familiar with theme Builder theme Builder is a store application that came out in the Utah version you can install it for free from the store going to your application manager by going to the all menu and clicking on plugins and you're able to use it to create new themes and manage the themes on your instance currently it cannot manage the order of your themes so I'll go into some more detail here on how multiple theme management works works in the background just keep that in mind the theme groups that you're able to create now through theme Builder allow you the ability to maintain the primary theme record as well as any alternate theme records as you can see on the screenshot in the bottom center there behind the scenes theme Builder is actually managing records on the M2 app Theme table now a lot of you may be familiar we currently have a system property that manages the theme record for the tap for the instance and it's the Glide UI polar theme custom property now that property will only be considered moving forward as of sanid do if the M2M app Theme table is empty if you don't have theme builder for one reason or another and you want to maintain and manage them you're going to have to manage them using this table and creating M2M records on this table that's why I just strongly recommend you check out theme Builder download it and manage it there currently like I said theme Builder does not have a way to set the order of the themes where we have that on the roadmap we taken that as feedback so this order field is here is what will actually control what order your themes display for your end users in the in the user preferences screenshot which is down here in the bottom left corner so now we have true multi theme Management in service now and I am super excited for it now great question question Stefan you know what I'll answer it even though it's not in the Q&A I got you do theme Builder themes work with portals like employee portal no so theme Builder themes only work for for for seismic or next experience experiences uh mostly theming the the instance the back end of the instance that you see employee portal and other service portals are based on angular technology not our new JavaScript react like tchack so those have a completely different theming setup Tillman had a great question in the Q&A does theme Builder require a separate license and no theme Builder is free available for anybody to use as long as you're at least on Utah and I highly encourage you to download it it's only getting better and better with each release and I'm about to show you guys something that I have been asked for for a long time dark themes so finally we have a new beta feature as of sant store release one where you can create a custom Dark theme for your theme Builder theme oh Matt you already know I've made a Comic Sans theme so theme Builder now enables the creation of custom dark themes you can choose a base palette when creating a new alternate color palette and you can start with a light or a dark theme something else that's super cool is we've got themeable illustrations now you can see we have two different versions of images here here and there are actually 12 images that we've created 12 svgs that are themeable and they're the ones on the bottom I'll talk about the one up top here in a second basically the way that it works is currently when you created a new theme Builder theme you would still see the old Polaris empty State images which would be purple they would have they would have astronauts on them and a lot of customers asked us if they could change them so we listen to customer feedback and we've created this now it is going to depend on the adoption on a per workspace and per component level on when they start adopting or new agnostic imagery but you are able to have these aligned to your theme colors more easily there's also another really cool thing here the imagery ux style record comes back so what I have pictured here is an example of the Polaris imagery theme so now you remember how I said there were 12 images that are used in empty State illustrations and what I mean by that is when you have a data visualization or when you have a list that doesn't have any data on it or it's not displaying anything it'll have a little a little drawing on there to show you it's empty so that's what I mean by empty State illustrations and the empty State images can actually be replaced on a per theme basis so you see we've got three versions of each of the 12 images small medium large and the Polaris theme actually goes in and replaces those with its own images so for anywhere that you would see the attachment medium or attachment large you can see in the Json that it's actually being mapped to a different image and you can do this yourself with your own custom images and if you make sure that your Custom Image is an SVG that uses our theming hooks you can make it also be themeable and if you want you are able to download the the svgs of our themeable images off of your instance and inspect them and be able to see what theming Hooks we use for them I'll also be getting out some documentation on what theming Hooks are used if you want to be more specific and how your images are themed but we've given you guys a lot of freedom and a lot of space to do awesome stuff with here so you can if you if you like the empty State images you can keep them if you don't like them you want to replace them using the Polaris themes imagery record can be used as a template just copy and paste it and you'll be able to use it to add in your own images and along with that we have the custom illustration and illustration components now this kind of goes into UI Builder but this is a great example you can see in the top screenshot that's what ad attachment looks like for the player stee and in the bottom that's what ad attachment looks like for an agnostic themeable image the custom illustration component allows our workspaces our teams and you to add custom illustrations to the actual pages that you create and you're able to make them themeable as well so you can replace them with the ux style record that we just talked about or you can just adopt the the out of the boox illustrations like that and you can use them in your own applications and in your own stuff so we are going to take a quick quick look here at questions let's see does theme Builder preserve the all menu transparency acidus and default Polaris I want to say I I don't quite remember off the top of my head honestly I'll have to get back to you on that one let's go ahead and get started with our demo now we've got about five six minutes left in our in our time here together so we might go over a little bit but that is okay I just want to show you you guys a couple of things here and I am logging back into my instance as we always have to do with live demos of course of course so let's go ahead and I'm going to share my screen okay so you guys should see my setup now the first thing I'm going to do is I'm going to go in here to theme Builder and it pops open in a new tab and I want to show you guys let's go ahead and create a new theme it's super quick and easy I'm going to go in here and I'm going to call it strawberry milk because I love strawberry milk and we're going to add some really cute colors I want it to be pastel pink and then a secondary color I want it to be like a strawberry that's going to look not great but oh well let's keep going now you can select the neutral color if you want we can add more colors to be a part of your theme we can edit the logo if we want we can change what font we use no comic sand here but you can upload your own comic sand themes we can change the Corner radius of our elements and then it gives us a little review of our selection and we're going to hit create theme so now we've got our awesome awesome theme I'm going to go back into the manager now and I can see that I've got a couple here I've got milk chocolate theme and Polaris published so I'm going to unpublish this theme and it just goes away and that is in our card view we've also got a list view if you prefer that setup and you can see this is a group that has a primary and an alternate color palette I'm going to go down here to my strawberry milk and I am going to publish it and that will make it available to my end users Diana that's a great question users cannot create their own themes this is all managed by an administrator what I'm going to do now is I'm going to add an alternate color palette for my strawberry milk theme it's going to be called strawberry milk group and I'm going to call this chocolate strawberry and I'm going to select the dark palette going to create my color palette and it uses the same font shape and Logo as the primary theme it just lets me set different colors as well so now I can see here I've got my strawberry Mill group all of my strawberry M themes and this little palette icon shows that it's an alternate color palette you can see here it also does the same for dark chocolate so now that I've got that set up everything should be live so I going to go here to my service operations workspace and check this out this is a Polaris EMP State images I got no teams created so it's showing me this image now what we've got here what we can do here is we're going to go first I'm going to refresh it's always a great idea then I'm going to click on the user menu up here go to preferences theme and I'm going to select strawberry milk and I'm going to hit refresh and as you can see the image changed to my agnostic image and it is themed to my theme so now if I change the theme to milk chocolate for example it changes the colors of my theme so from there what we're going to do now let me see if I can find any questions in the chat so yes the workspace menu bar here is affected by the theme but but theme Builder is currently not able to oh sorry I keep doing that theme Builder is currently not able to edit these directly we do have a lot of things coming in the on the road map concerning editing specific components and specific aspects of the UI but that one is not currently implemented yet let's see any other questions actually we can see right here theme builder sets the app transparency background to be fully opaque so it does not preserve the transparency from the player theme is sidebar color affected let's see if I can pull up a sidebar I don't have any sidebars configured but here you can see that the this side menu at least does adopt the theming colors so actually I think we're going to end up ending right on time let me share my PowerPoint again if you want to learn more we have some great resources we've got the next experience Community the next experience Center of Excellence uh we've got next experience and UI Builder courses online as well let me get the link to the next experience Center of Excellence that's not a short link so you guys can paste it if your work block stuff for you let's see we've also got the agent chat an awa sidebar Community as well out there let me grab the next experience Academy list there you go we've also got some YouTube playlists if you want to learn more about UI Builder development and things like that we've got the UN and I Builder live playlist we've got the next experience Academy and the conversational interfaces Academy playlist on the YouTube channel and if you're looking for more Academy sessions here's some short links that you might want to check out we've got PL platform analytics mobile AI conversational interfaces everything you could imagine and here is a QR code version of it thank you all so very much for watching and hanging out I hope to see you guys next month on oh man I should have this written down see you on September 18th thank you guys very much for watching and I hope you have a wonderful rest of your Wednesday goodbye