hi everyone we're just waiting for a few moments and allow our attendees to arrive at today's event we want to welcome you all we're excited to have you join us to review some of what's new in orlando we're just going to take one a minute more and just wait for some more attendees to join i will be posting um the link into our chat of where you can find this recording it will be available on demand immediately so we're excited about that and we are at the top of the hour and as we have a few more attendees that are joining but um in the meantime thanks so much and let's go ahead and get started with today's presentation thank you sir take it away hey good morning good afternoon good evening from wherever you are joining thank you for joining this webinar today we're going to be talking about orlando i know it's a little late we had knowledge digital engagement in the middle so we had a little bit of scheduling conflict but better late than never for orlando we are specifically talking about two topics today uh one is communities and another is portals so i'll be presenting along with kathryn my name is paul i lead a portfolio of products at servicenow focusing on customer experiences and customer engagement which includes portals mobile apps and then also content systems like knowledge and communities and i'm presenting on behalf of some of my colleagues so let's get this rolling so we have been busy and this slide gets busier and busier i'm not sure we can continue this slide in this format any longer but you can see across customer service management we have been pushing out a lot of capabilities and as time progresses you will see more and more capabilities even coming out outside of the releases in terms of family in terms of store releases and all of that for orlando specific to these topics we have a few things to discuss so first for communities we have search enhancements ability to disable comments scheduling blogs and then editing events and for portals we have a few capabilities around ability for users to be able to change manage change request approvals looking at customer projects and then also looking at real-time service health so the way i'm going to go forward with this is i'm going to introduce the topic a little bit um let's just recap of what the capabilities of each of these product areas are and then we will go into the specific enhancements and if the demogods are fine then we'll do a live demo of the capabilities so student getting started with servicenow communities so servicenow communities is meant to be a user-generated content management system where users can come and ask questions or find experts who may be able to answer those questions i'll be able to find content that others have posted or questions that have been answered and essentially we are tapping into that interpersonal relationships and as a result of which we're you know making a lot of crowd source content this content is rich this content is what your customers and your end users probably prefer more than knowledge articles because it's their rich interaction and actually user based content so those content comes in the form of files documents blog posts um q a most of them you know converting into hopefully correct answers and then videos through this um communities you're also able to escalate questions that do not get answered to an assisted channel you're also able to target content based upon the user's preferences and their they're able to send notifications to them and you're also able to harvest content this is very rich so if it's a you know published q a which has a correct answer uh you are able to harvest it and create a knowledge article out of it and actually also be able to assign that knowledge article to somebody who who actually answered that question so you you get that applications as well and through this you are able to manage enable engagement amongst your users provide service and as well as provide a collaboration platform and customers typically have this kind of a growth for their community they would typically initiate find some experts invite them before them then they'll create some forums organize some events publish some blogs to get things going as you grow you gamify some of those activities moderate the content so that you know it feels clean folks subscribe to that content and that's based upon which we send them targeted communications uh on that as you mature you start promoting some of your content to seo if it's a public community you publish videos personalized users can personalize their feeds based upon the rich content that is there and there so that they are not inundated with everything but only the stuff that they need and then you know as we are maturing you may be able to escalate questions that are too complicated for the user community that you want to get it to the assisted channels like chat or case or other things and then as you grow you spread you can create sub forums you can also have forum topics which are topics are areas of interest which users share across forums think of like a product being used across multiple industries you start harvesting knowledge and the cycle continues so as a part of that now you see communities as a platform where you can manage you can have forums you can have topics a bunch of capabilities including a very strong moderation capability that comes out of the box at no extra cost you're able to feature content um we'll talk about disabling comments you have a very rich set of capabilities for your users to create content in different forms uh questions blogs videos you have anti-virus protection so you are sure that what users are uploading is protected and what users are downloading is also scanned before we have very rich feedback mechanisms as well um so users can reply comment comment on another comment and you know there is upvoting marketing is helpful and all of these matter in making that content more and more valuable we have an eventing capability as well which we'll talk about in a bit in terms of enhancements where you can rsvp to the event and we can manage weight lists and all of that you can engage your users to subscriptions through personalized notifications their targeted activity feed much like social channels um they have a rich social user profile on the community that they can use for promotion about what they are experts in and obviously um the icing on the cake you have a gamification mechanism that is again out of the box at no extra cost and you have leaderboards levels badges um and then you can also enrich the content right you can start harvesting um you can engage your support uh agents to solve and solve questions you can provide agents um you know this information for them to be able to use for solving um their answers so you can use this in contextual search of your case and and then being able to solving the questions that come in and obviously there is a rich set of capabilities around us here we have been very busy um and we started this product back in jakarta um and so there's a rich set of capabilities that have been added over time and today here we are at orlando so uh in terms of orlando let me go into uh some of the capabilities so we have made some improvements in search so now you're able to see much more content in the search results there are scheduling changes disabling comments so i'm just going to go through each of these and then and jump into a demo in a couple of minutes so in terms of search now your community search results page includes ability to search for forums ability to search for topics you can also search for people which are essentially profiles in our system additionally a new search widget will appear on the forums landing page and you can search from there and that searches within that forum [Music] another feature which was heavily requested was around scheduling a publish so typically if you are doing a blog or announcing an event you want to do it at a time where you know it's coordinated along with your other engagement activities or your marketing activities you can schedule a publish at a time of your choice uh for the blogs and events and the content will be published around that time uh talking about events uh we made a bunch of changes around events uh your past events can be edited um you know the fields that should not be modified they are disabled but you would be able to modify things like um you know that that will help you um so for example a guest limit yeah that can be increased maybe you saw more than uh expected participation request a lot of people are very wait listed and you want to increase the number of guests that you want to invite obviously in this post forward world you know a lot of webinars and all of these things happening you virtually don't have guest limits but in a physical event you may be increasing the number of folks that you're inviting waitlisted users also now get their rsvp settings confirmed they would get emails for online events you can start using the urls as the hyperlink label and various other capabilities so that being said i'm going to jump into a demo and hopefully like i said the demogods are happy with me you should be seeing uh the home page of the community so i'll talk about a few of the capabilities that we have um so for those who are not familiar with the product uh this is the home page of the community you can see a lot of content rich content that is available here you can see featured content users have an easy way to start a question right from the beginning we have a bunch of forums and you can have sub forums and all of that as well and you can post different types of content this is where the gamification shows up in terms of a leaderboard and you can have needed words by a forum or by topics and then all of that you can also have these cross-cutting topics that go across um forums so in terms of the capabilities that we talked about earlier today in in terms of search you will now see the ability to be able to search for you know forums so you can find forums related to this you can probably find a topic related to your search you can also probably search for a person and you can say hey you are able to find george gray or george warren and content posted by these people as well are returned in the searches so those are some of the improvements on the search like i said you can also go into a forum and you will now find a search here as well so you can search on this and you will get the content returned specifically for these forums now if i want to talk about the other capabilities that we introduced um specifically around scheduling and disabling comments so let me take the example of a blog so this is let's give you a call this is a demo webinar you pick one of the forums and say demo now there are two new check boxes available here one is to disable comments why would you use that sometimes you make a blog that you just want to use it as an announcement and you don't want any comments to happen that's one of the use cases um and maybe it's something contentious you don't want public comments about it the other reason is in a q a like a question answered if you can also use this to disable further q a maybe a discussion has gone hurry and you don't want people to continue on the discussion you can do that same thing for blogs and events you have the ability to schedule a publish like we talked about you can pick a date in the future you can say hey i'm not going to wake up at 4 00 a.m pacific which is like 7 a.m eastern time man i don't want to waste my saturday for doing that and you were able to you know schedule that in the publishing all of that is taken care of by the system finally let's uh talk about the uh events capabilities that have been added so i'm going to take an existing event and we'll go and talk about editing it so now you will be able to see that there are fields that you can edit so let's say you want to increase the guest limit from 300 to 500 you'll be able to do that if you say this is an online event you can actually add a url and that url makes this particular as an hyperlink and again enabling capability for disabling comments all of those things are added so that's a very quick rundown through all the capabilities that we have added in the community's product in the last orlando release and we keep talking to customers such as yourselves getting all the feedback and then incorporating them into the product and also while we are adding network capabilities so with that i'm going to jump back into my slides and now talk about the moodle capabilities that we've added so in terms of before we talk about portal we'll talk a little bit about self-service um you know as a customer you reach out to the portal or a mobile web for broadly two types of activities first is self-help so you want to search our knowledge base we showed how you can ask others in the community chat with a live agent or a va and look at announcements or publications you can also get help right you can log a case track a case you can request something you can book appointments if you have field service integrated additionally as i'll show you you can view and track projects you can look at service health and outages those are couple of capabilities that i'm going to focus on today what this does is once you put in your request all that information goes through our workflow automation systems or intelligent service operations before it actually gets to an existing channel and then assisted channel is very support agents behind it are very well informed about your context being able to and being able to support you in an empathetic way additionally um our capabilities extend to admins within the customers so let's take a typical b2b scenario where um you have company a providing a product and a company b who has purchased that product and they're using the products and multiple users within that company um that are entitled to use the portal so you can assign somebody as a customer admin and you can probably reduce a lot of the effort on yourself to manage those uses from that company uh in in this case you're talking about accounts and you know others so you can assign a customer admin that's getting customers you can manage contacts manage the assets and they can also accept changes sub changes is one of those capabilities that we're going to talk about today that has been added so um we have a rich set of capabilities for portals in terms of the b2b portal that we have um you can for your users to be able to consume manage and admin sure similarly we have a b2c portal um a very good example right now if you have heard the knowledge engagement videos and all of that you heard about disney they're extensively using rp2c portal so with that i'm going to jump into the capabilities that have been added in the orlando release for the portal the first capability is ability for your users to approve change requests so think about the same scenario that we talked about there are three or four users from that account or company and you want one of them to be able to approve registration requests or other types of requests now they can do that within the portal itself and i'll show you an example of that in a second another capability a very very rich capability via this is a better together story where we have broad capabilities from ppm and the itb are part of our business along with customer service management and we brought together customer project management this is where you as a company can expose projects that you are having with a specific account and have that collaboration happening there and you can see in this particular screenshot and very soon in a demo you have they can see the projects they can manage the change request later the project you know create a case related to the project and this makes that interaction on that project so so much simpler because it's all online it's all visible you can anytime come and check the status and you know request all the reports and the updates finally uh this is the beginning now you have the ability to show real-time service health for your customers let's say now you have a subscription based or a service based capability that you are exposing it to your your customers um and proactively you are able to monitor the systems and be able to say hey maybe my services are down that is going to impact a few customers you are proactively able to inform them most likely through email or the notification preferences based on notification professionals the choice of channels that they have not only that when they come to the portal they can see that hey we have we know that there is an outage we have already created a case for you and you can actually see the cases in the last 30 days you can also look at you know the service status in the last 30 days and you can also see this outage impacting certain install-based items of your customer so this basically provides them you know information about the outages it definitely reduces the inbound contacts that may happen because of those outage the customer is proactively informed uh what also happens in the background is likely if multiple customers are impacted there is a major case workflow that has been triggered and what that does is it reduces the first response time because you are informed about it um and all that information is available your agents can find an issue and say okay this is related to the this particular major case that is going on and be able to respond to it very very quickly and your agents obviously through our proactive monitoring and other capabilities are able to you know monitor the real-time status of those installed services and potentially because of our cmdb interactions in cmdb and others they are able to actually predict the customer when the issue will be resolved this is you know so much helpful for the customer to know that okay the my service service provider is aware of the issue and is in control so with that i'm going to try and go back and demo these capabilities to you all right so i am logged in as julie lewis this is the customer service management portal this is the b2b part of that for those who are not familiar at the top you see various capabilities related to the what the users can go at look at knowledge communities various ability to look at requests and all of that you have a similar capability a call to action at the top and you have various widgets which are showing information about knowledge content and community content which is rich and engaging but what you notice um you know front and center is this outage this is the real-time service cell that we are talking about so you can look into this and say okay you know this is the case that has been created for this uh this is related to this install base item and while you're at that install base item you actually see the real-time health right that um you know there was a deception in the past service regulation but we have been out for a couple of days hopefully this is not a great scenario for your company but um you are able to provide that and you are able to you know also although we have created a case the user can create a case on an issue that it may be impacting them related to this install base item so that was one of the capabilities that we have added in terms of real-time service health then let's talk about approvals so julie can also approve change requests so for example in her approvals queue you now see that there is a request for approval which was opened by george and related to a bunch of items that they have requested and they can approve this you know request and julie can do that very simply and easily and then finally we also will talk about projects so julie can also look at projects so that she can see that these are the projects that are available to her obviously we did take care of the fact that projects are maybe internal may be external so the account based data model has been overlaid on top of projects um from the ppa product and now you can only see projects based upon what has been entitled to show to you you can go into the project itself um and like i said you can see uh the various states of the project and the start dates and all of that you can look at the project tasks there may be multiple project tasks some of which may be visible to you some of uh which may not be if i actually went into the backend you'd probably see more than 100 tasks associated with this project but we're only showing 43 the ones that are exposed to the external users she can also look at uh the contacts associated with this project uh maybe there are some projects which is not there in this particular situation but they can also look at cases and uh julie can also create cases um about this so that was a again a quick tour of the capabilities for customer portals that we added in orlando i'm going to go back and pause now for questions uh lisa please let me know if you see any questions on the thread oh sure i'm not saying any questions quite yet probably because you're so thorough but i'm gonna keep refreshing to see if i've gotten any more and we do welcome questions from our attendees from our live zoom and i'm going to just check our youtube channel as well see if we've got any questions there so far no but i will will advise our listeners today that you can always post your questions after this live event on the community link that i have provided not only in the chat and also the chat on the youtube channel sounds good and we'll be happy to answer those questions offline um these uh recorded conversions are available on the community and quite a lot of this conv folks are actually consuming this content at their time that's why this is available non-demand and we will be posting those questions and those questions others can see an answer while we will also answer them and those are retained in the community that's the power of the community right uh everybody can see all that pitch interaction so if there are like questions as of now lisa i think we can wrap it up i just want to looks like one just came in so oh nice yeah gwen said will there ever be the ability to mark multiple replies to a question as a correct answer oh that's a good question we are looking at that opportunity and we will update i suggest that you go to our communities portal and also submit this as an idea um and we can have other people vote on it as well but we are looking at that opportunity however we do suggest that customers today who think that other answers apart from the one that has been marked as correct are valuable that they mark it as helpful that also helps in the findability of that content great and i've been also included the link to the idea portal so they can use that all right thank you um if we don't have any other questions maybe we'll just uh allow you all to post your questions later on the commute up we got another one will there be the ability to have right now this is great will there ever be the ability to have filters stick as a user navigates from the community landing page to a piece of content ah and then potentially coming back yeah we are working on a new search technology um you might have heard about ritv acquisition and we're looking at some of these user experiences where we have those you know the searches in the session and then being able to go back not having to repeat all of that but very valuable suggestions um again we will be looking into it lots of questions on communities yes she said thank you so that's great thank you gwen all right again we do ask if you have any other questions please post them on the link that i've provided in the chat chat and uh we'll have our experts including saroop come back and answer and see where we can now go to enhance the products even more to your liking and we look forward to doing our next uh version of this for the parish release and we'll be scheduling that uh sometime soon for just this fall and again we'll ask uh thank you again for joining and well have a great day i also like to thank you on behalf of our product managers and development teams and everybody here at servicenow for using our products and providing that valuable feedback this is super helpful for us to improve the product continuously and make it better for you thank you thank you