kind of waking up this morning thank you totally new did some extra coffee take another second or so the experts will always be able to answer questions on the community link that I provide into the chat so this is available also on you to do all this information will be in that YouTube chat momentarily all right well two minutes over so so we'd let make sure that you have plenty of time to answer questions let's go ahead and get started Tina thanks great thanks Lisa welcome everyone are you tired of being tethered to your laptop to manage your now support tickets now you can go into a meeting and have the latest information in the palm of your hand we've taken the activities that you would need to manage cases changes and your instances and they're now available in the now support mobile app if you already have a now support login this app is for you you can download it in the App Store for Apple devices and Google Play for Android devices so definitely download the app and start using it today let me introduce myself hi everyone I'm Tina Singh I'm a senior manager for now supports customer liaison team what does that mean really I'm on a team that is steadfastly committed to keeping our customers you front and center when we create and involve your now support experience you've probably met me or met with somebody from my team at a snug or heard from us if you provided feedback on the now Support Portal the virtual agent the now support app or now community and hopefully we will see you soon at another snug or at a knowledge conference soon so as I alluded earlier we're here to talk about the now support app this app has already been downloaded by a number of our now support come out customers and it will enable you and your colleagues to be more productive as you get service and support I'd like to now introduce the star of today's ask the experts Rob Moreau and Rob Roy is the product owner for the now Support Portal and app experience Rob do you want to introduce yourself and kind of let us look let the everybody know a little bit more about what you do yes thanks Tina good morning everyone good afternoon and good evening to everyone around the world my name is Rob Miura I'm the product owner for the now support mobile experience here at ServiceNow I've been with service now for just over a year I am focused on all things customer related as in our mobile as well as our portal space really excited to discuss today the now support mobile application that was released recently released out to our customer base at the very beginning of May and really just excited today to go ahead and answer some questions from our customers and users as well as kind of highlight some of our learning lessons to date based off of our first 90 days out into the public space as well as begin to discuss you know what our plans are for the future and how we can better support our customers not only using our latest technology but also through our process for product development and engagement how our customers really aren't driving the experience in driving the design process for our mobile application on title down support so thank you Dan awesome so um can you kind of explain Rob how our customers can leverage the mobile app to contact support yes so our customers today so they can go they can download the application directly from the app link Google Play stores there is no charge to our customers it is available to everyone the only requirement is that you need to have an account to service now and specifically our high instance once you have an account you download the application it's just merely logging in we do require a multi-factor authentication security is one of our top priorities here at ServiceNow so but once users have downloaded and access the application MFA they can log in they can also set it up so that they can utilize either a pin code or a facial recognition to make the app more secure but more importantly just easier to log in whenever they bring up the app on their phone once they have access to the application they remain focused through the initial phase has been with regards to awareness and activity so they can utilize the application to receive notifications across all of their changes as well as their cases they can utilize it to kind of access and can manage their cases and their engagement directly with our global technical support organization and then really in the palm of their hand they have access to all of the information that they would by logging into the non support high portal specifically into our knowledge base as well as a window into our now community another and you know many of our other resources such as our YouTube content which is also available on the now support application as well that's great well and I know sometimes you might be out somewhere and an urgent issue might come up can customers create a case on the nail support help yeah yes customers can create a case directly from the now support mobile application it's just simple as clicking a quick action there's a plus button for our Android users and in the right-hand corner there's a quick action for create a case for our iOS users from there they can go through all of the iterative workflow steps we are the workflow company with regards to the creation of their case we also provide recommendations based off of the information that's being provided highlighting relevant content from our now community our product documentation our knowledgebase really our goal is to facilitate self-service automation as much as we can directly through the mobile application but we have all been there something important comes up or we need to go ahead and have support urgently and at the moment you can create a case directly from the phone but more importantly you can engage and interact with our customer our global technical support organization during that case during the activity feed in real-time directly from your phone and regardless of where you're at that's great yeah I've heard from customers that just getting those notifications real-time is really a real game-changer so have you what is what have you heard from customers with respect to getting notifications I think we've all been there I think we've seen kind of in the marketplace we're slowly turning away from email overall you know heavy utilization third-party solutions such as slack now we have all been there as well with regards to you know the reliance and tethering to our to our laptop really is kind of a thing of the past even more importantly through these changing times we are able to work anywhere the mobile application is just yet another solution to have available with you at all times whether you're you know at home just you know watching watching a video or you know on the go I'm trying to get some air outside going for a walk you know really it's just helpful to have that available and you know with you at all times but also kind of more importantly where you know we don't you know necessarily we want to become untethered to to you know our work environment at all times you know we have to have a life experience as well and really kind of blends of the best of both worlds where you know we've heard you can be at you know wrestling matches and you know if you need to follow up a case specifically or your company but at the same time be there to watch your son you know win the match you know as well as you know if you're at the grocery store you know you don't need to go ahead and put your groceries away which we've also heard from our customers you know really just provides the ability to go ahead and do your job but and more importantly you know our main focus is to make the work experience you know as best as possible for our customers and our users so that you know essentially we are there for them but and you know work is not necessarily has to be the priority at all times they can do all of their life activities and you know we're there to support them in their efforts that's great that's great and how about self service fulfillment because you know sometimes on the go you want to make that you can maybe I don't know restore an instance what are what are some of the self-service tasks that you can complete on a mobile device so we have a few different options relative to self-service we recently went ahead and deployed our virtual agent to the mobile device as well I'll be up a number of conversations that if a user can utilize to go ahead and self-serve very kind of common questions and tasks I mean that is our underlying design goal which is to provide self-service automation it's the core framework of our mobile application so we can continue to deploy conversations on a bi-weekly basis into the mobile application as well as our Service Catalog ever since our initial deployment in early May we already deployed nearly 98% of our overall service catalog usage has been migrated into the mobile device we actually went live with an additional three service catalogs just this past Monday and will continue to do so with any new Service Catalog and automated tasks that we create both from a portable perspective also will be deployed into our mobile device and I know one that you're interested in that we're really looking forward to deploying on this month is the ability for customers to join our advisory board which is you know very critical with regards to the engagement and I'm receiving their feedback so we can improve the overall design that's great yeah and for those are federal istening we have a customer advisory board so if you're interested in in informing how you're now support experience should be whether it be on mobile the portal virtual agent you can join our customer advisory board and that way you can join focus groups one-on-one sessions with us and complete a survey every now and then but it's really so you can inform where we go with your now support experience but also when you think about it we are using ServiceNow tools and technology you have the opportunity to actually influence the tools and technology that you might be using at your own organization so I really encourage customers to join our advisory board and kind of influence where we're going when it comes to your experience and potentially your customers and your employees experience so that's great but I wanted to add with the virtual agent I always say it's kind of three things when I explain it to people it is it will give you updates so if you want an update on something with respect here and now support experience it will give that to you it will navigate you to key areas it might be more in the portal right now but it will navigate you to a key task that you want to complete but really where we're fundamentally trying to go is we want to the third thing complete tasks for you so we don't even have to navigate you somewhere it's really our vision and our strategy where we're going with the virtual agent it's so you can ask something and we know all the information about you and we'll actually complete that task for you so an example bear is the advisory board so we already know who you are we know how we can contact you because you're already a customer so when you join you're the Service Catalog item is actually completed within the virtual agent so that's great and the other thing is I wanted to let people know that within the now support app we actually have feedback so there is within the app you can go what areas at robbed is it in the what more section so on the right-hand navigation panel you'll have access to more which is where our YouTube content is stored as well and all of our video content and from within that you can provide that feedback and you know to maybe want to tell a little bit more in terms of the feedback process and how your team is involved in the product lifecycle yeah so within the mobile app like Rob said you can provide feedback it's a star rating and from there you can actually there's proceeded kind of options that you can let us know how the experience is if it's a moderate experience it can help you solve a problem and you can also put in common and when you submit that piece of feedback it goes directly to our team and the customer liaison team and as I say it's my favorite way to start the day when I'm sipping my coffee to read the feedback from customers and it's not just we read it we actually triage it make sure that it goes to the right product owner and that constructive feedback that customers give us is really informing kind of that customer advocacy those stories are those improvements that we can make to the now supporting experience so if you have a suggestion or an idea when it comes to now support definitely provide us feedback in the mobile app directly or you know if it's on the portal on the portal and our team will make sure that you are heard you'll hear back from us and we'll make sure that the right product owner on now support receives that feedback and hopefully we can make a change that can improve your customer experience I'm sorry interject here because this question might come up right as you're talking about this feedback because we've had two questions that are coming from our YouTube channel is can is our all IT some capabilities compatible with mobile apps and then we so regards to all ITSM capabilities they are compatible in terms of there are a level of configuration that is required in order to make that a specific process or experience enabled from a mobile perspective so yes bottom line is we are a single platform so what you're able to perform from a platform perspective you can reinforce and implement from a mobile platform standard standard as well so it's really specific to you know what experience you're looking to go ahead and implement you know what your process you want to explore but with regards to capabilities we are a single platform so what you're able to support from an ICC ITSM perspective you can't support from a mobile platform as well so that my lead to the second question is does service now planning to introduce billing setup servicenow like as soon as possible now with regards to our forward-looking I don't know if we've introduced it a safe harbor Lisa but I can see that there are a number of new capabilities that are being explored in a plan for delivery we have our upcoming Paris release and we also have the release after our Quebec with regards to our future roadmap so I can't say that there's a lot on the roadmap and is it are we as we discuss kind of the billing capabilities let me just suffice it to say is you know once again we're a single platform what you can perform on the web you will be able to perform from a mobile perspective thanks that's great yeah I think one thing we hear consistently from the customers that are using the now support app is they get a sense of the end-user experience with service now mobile experiences by them using it for support so it's a great opportunity to be kind of hands-on with the mobile technology that service now is providing and so Tina what I really you know I find so exciting and I think we were kind of used to it whether we're utilizing zoom and we have the thumbs-up thumbs-down we have you know the feedback that we receive and kind of our daily experiences you know as consumers it's you know what I'm hearing is that you know feedback that's submitted its actioned everyone's you know it's not just going into a black hole on that it actually you know the feedback in recommendations or issues you know in problems that our customers are raising you know those go back directly in a product yep yeah I really were we're steadfastly focused on making sure that that customer perspective is heard and yeah and we look forward to getting more feedback Rob what do you what are some of the in your your in your opinion what are some of the exciting new things that might be coming with the now support app individual releases yes if we look at kind of the release one and kind of the the main design themes which we were trying to concentrate you know one was awareness you know being able to receive notifications and the expansion of mark on a notification process away from email and our legacy SMS text as well as you know case management I mean case management engagement with our global technical support anytime anywhere you know two of our kind of main prime themes for release one as we now move and to release two we're really going to expand on that and that really is in the case of you know managing and engaging with all of the RIA X of your ServiceNow account you know currently today you can you know receive notifications and track your changes through the application you know we're dramatically can expand upon that and to our release to you know really brick listening to our customers and our users how we can build upon our existing information architecture you know being not only providing you know information and awareness and activity in the case areas but really across a number of experiences you know first and foremost making sure that all of your critical activities are being presented to you and they have the ability to action that have ability to action net from pushing applications have the ability to go ahead and perform actions directly from a work center being able to go ahead and not only have access to the now community but to engage and interact from the mobile device with the now community with regards to tracking of questions and the researching of topics and following of all of that information but more importantly expanding across all of our notification categories so you know we really see that that alignment with our out-of-the-box notification system that we have from a platform perspective so not only from kind of cases and changes but all of the different notification categories that you know we have heard from our customers and all of the various email types that are sometimes going into into pre-configured folders they will have the ability to go ahead and you know change and define their preferences directly from their phone how that engages back with the portal experience really beginning to expand on our utilization of managing their instances and managing their accounts I mean I'm just really excited I mean where we're going now with release two is you know first is first release is kind of the utilization of our platform and the adoption from our stammers and you know getting a solution out to them so that they can you know you know work anywhere anytime at their engagement global global technical support for release to its you know full kind of engagement management of their ServiceNow account as a customer they'll be able to do you know I don't want to be too broad but you know almost anything that they can do of portal of high priority they'll be able to do from their mobile device with our release to implementation that's great yeah I'd have to say my favorite things cuz I've managed some cases I've had to create some cases I think though game-changer one of them is just you don't have two contacts which it will be like you might be focused on a task on your laptop and you'll see the push notification on your phone and you can just reference it you just go okay there's there's an update I'll get to it when I can so I think that's kind of been a game changer for me and been really awesome the other is you know some point mfa having to enter it every time where you don't have to on the mobile device if you've got an extra security setting I I don't have a fancy iPhone I have an iPhone seven but I can use a pin and I just enter the pin each time and and I think that's really really great and I think if I had to say the third thing that I really find valuable is recently viewed knowledge articles so if there was an article that I started on another on my laptop I can continue reading it on the mobile device and I love that sort of omni-channel experience that I can continue learning and troubleshooting while I'm on the go oh that's great yeah are there any other questions Lisa from the audience yes we had um kid asks what all mobile apps are planned in the roadmap yeah I don't know if we can answer all those and I think you covered a little bit of that previously and any app for training and certifications like now learning app so we actually will be start with our customer base we will do some board publishing of the various experiences that are on the roadmap I don't know if folks have seen in the store we have gone ahead and deployed agile development version two we've also deployed kind of project management into the store as well I know that I've been in the process of kind of utilizing it for my aunt and you know I think Tina from an internal perspective being able to deploy agile is something we're actually we're actively exploring right now it's as a product product donor just since we're managing our cases it's great to be able to manage our stories and you know our feedback directly from from your phone and mobile device so I'm really exploring you know a number of different experiences you know across ITSM CSM on the mobile application and then with regards to kind of training and certification you know Tina I know that you know onboarding is another area that's near and dear to your heart so these are areas of yes we are exploring with regards to enablement from a mobile perspective exactly we're now learning fits into the client path I would need to kind of follow up with the now learning team but you know I can tell you with regards to at a platform level onboarding is also going through tremendous advancement and development actually our our head a UX designer on our on now support release 2 is actually working on the next iteration of that onboarding mobile path so I can I can say that there is a number of experiences that are under active development and we're just really excited you know as we kind of hear these questions from our customers it sounds like that the appetite is out there and you know we'll continue to expand on it which is once again where the feedback you know is so vital you know it's something that you know we track something that's presented at our sea level you know from a monthly basis so folks you know the companies may say you know we take care of feedback very seriously we really take your feedback very seriously it is absolutely integral to our product lifecycle but more importantly you know your customer experiences is our utmost priority it's not only how you get work done it's how you know that experience is for getting your work done anything we can do to make it better so that you have more time for your life activity that is that is our goal yeah one thing we've heard from the customer feedback in the app is more integration with the now community and I think a lot of times customers that's their first stop when they're troubleshooting an issue before they create a case and Rob can you talk about maybe how we're starting to make sure that there is some sort of integration with community or you know how is that connection happening in the now support app yeah so we've been focused right now you know with our kind of primary theme which was originally notification so that way if you log a question on an out community you can receive a notification and then taking that a step further which is to then action action the design applications and updates to your questions and then even preceding that even further which is then to raise a question to have that experience we're working very closely with our now community product owner Lauren thing on the full design for our now community experience and how that would be integrated into our work center for our release too so I can say that you know we have great designs and kind of active development plans so that we can introduce not only some of the various process levels in our integration with now community but really all of the most utilized capabilities within our now community we're gonna build out experience directly in our next release that's great know that is near and dear to my heart but yeah and on that we have another question is there a space limit on the now mobile app so with regards to a space limitation where we are always looking at from a client perspective you know the size of our now clients but you know relative to a space limit there's no limit but at the same time we do are working from a design perspective you know with regards to how many navigation tabs that we promote I you know have to be honest that's you know if a customer chooses they can configure an um of navigation pass with regards to our level of configuration but we do have kind of our art design system which we operate here at ServiceNow and we are also kind of building out our these concepts of intersection points you know which are essentially trying to - dashboard based views so that you can intersection points instead of having multiple navigation options that allow you to go ahead and navigate to other areas and topics and if there's you know as I see here if there's any suggestions or if you know customers need some guidance with regards to some of our best practices we do have our design system information that is published but also we are releasing content packs with our developer portal not sure if any of our customers are currently or attendees currently leveraging our developer portal today we released a number of content packs also have an active discussions with regards to kind of design recommendations we're kind of all over the place you know we are working within our now community we try to have touch points with our customers through the developer portal but at the same time if there's any additional discovery or recommendations that we can provide please let us know that's great is there another question Lisa sure so I'm gonna ask I hadn't seen the mobile design guide for getting suggestions on mobile configurations and then um xu asks can we run discovery on agent mobile app so for the first question we can even go beyond the design guide um if you have downloaded the now mobile application there's actually a demo feature that's available with our new mobile client I'm in which they can download for free from the Apple and Google Play stores within that demo you can see kind of our latest design iteration that we've kind of been following from a pattern perspective very similar you know downloading and accessing the now support application I mean you can kind of see our designs in real time the now mobile application has kind of our latest design system from a recommendation perspective so you know they can access that once again we also have information that published on our community and developer portal I see what can we run discovery I need to follow that up with our agent mobile client team I don't know that just top of hand but that is an area that I can go ahead and follow up against okay and then just to be clear the the now support mobile is a separate app in the App Store and it is one that you can download you can download it now and if you already have high credentials you can just use that to log in you don't have to configure the instance and you'll you can start managing your service and support experience today using the app and for the high high credentials you don't mean hig a give me there the name of our customer support portal yes yeah the URL for it yep so yeah your now support hi username and password and even for you know the folks are listening out there if you're to download of the now mobile client versus you know are now support now support is targeted in star active customer base but if you are just interested in kind of exploring the power of our platform in real time and be able to kind of touch it feel it work against it also as I mentioned see some kind of some of our latest design concepts you can download the new have multiple there is a demo feature that's available on that client it is also supporting multiple languages you can see how we're leveraging localization from a mobile perspective you do not need to be a customer you can go ahead and download the now mobile client utilize our demo mode that's great that's great so yeah I encourage everybody to download the now support mobile app um definitely you will see that you can you know move your cases forward so if you have a now support case you can move it forward we have Service Catalog items that are available you can follow your changes and we also you know it's it's it's a game-changer we have the virtual agent now on the mobile app as well so you can you know have conversations and complete tasks using the virtual agent and and most importantly definitely if you can see it here we have a screen where you can provide us feedback so give us a star rating hey if you liked this presentation found it valuable give us a star rating let us know how we can improve your now support experience or let us know we're doing a great job and we'd love to hear from you and how have you helped us evolve the experience I'm also really interested in hearing what we do better I think that's you know is we really want our listeners to hear and understand is our goal is to keep improving how we can provide a better experience more importantly as well as how can we influence your mobile experience maybe as we're kind of seeing here you haven't created a mobile application you have questions on you know how to what are some of the best practices to design a mobile application you can reach us on the community you have access you can if you if you need to you can reach out to us directly I'm available on LinkedIn you also have our contact information you know we are all things technology all things mobile but more importantly all things customer so anything we can do to kind of help you with regards to you know understanding leveraging the mobile platform technology how we can improve your now support experience don't even need to limit to mobile you know as Tina mentioned we're focused on omni-channel you know you have representatives with regards to our social experience our mobile experience our portal experience our community all things you know ServiceNow related in our CSM ecosystem that we are looking to kind of provide value back into our customer base in our user base I know please let us know and it's really great to hear and kind of see some of the different areas that our users are starting to explore or more importantly that they're interested definitely going to be taken back to the nail learning team to see how we can provide more content out to our customers and users about our future roadmap and you know really excited as we look at our release - we're gonna have additional information pass if we're going to be providing you know content such as this in terms of what's coming you know what's on the roadmap what is the content that is important to our customers and our users all of that is going to be from the palm of your hand and you know really hoping that everyone's going to be outside and you know commuting back and forth to their offices so we're the the mobile application would be once again kind of front and center with regards to their daily activity I know right now for me it's you know when I'm moving from my office to my couch using my mobile app but hey that's you know it's away from our computer we don't need to be tethered to our computers at all times I think that's really our kind of our goal you know moving away from some of our historical practices such as email you know we're used to notifications and then be able to action on those notifications very quickly you know receiving information but more importantly just be able to take action on it and then you know from an underlying perspective self-service if there's any service down tasks that our customers perform that you know we can go ahead and help automate either through a VA conversation through a Service Catalog please let us know and then at the same time you will always have access to all things ServiceNow related from the palm of your hand and our knowledge base and all of the various information that's being presented out there with regards to your ServiceNow service you know just really exciting there's so much it's on the roadmap and planned for delivery through the end of this calendar year into next fiscal year and calendar year I'm just super excited and you know as Tina mentioned as we mentioned our customer advisory board we would really like to kind of see you know folks are interested because we and it you know folks that are on this on this panel and listing it if you are interested in starting to gonna see our release to designs we are we are looking to go ahead with Tina's is organizing some experience workshops where we'll go ahead and go centaur b2 designs making sure that you know once again where you know meeting the needs of our customers you know as we are on our engineering path for release to for early kind of q3 q4 excuse me Lake you three delivery but yeah folks that are interested there we won't just talk about RVT designs if you're interested you know please let us know Tina is in the process of organizing some workshops so you can actually provide active feedback and commentary directly on our future direction yeah this is really great you know I I'm hearing so many fantastic things that we've got so many more questions people are really excited about this of Tina and Rob you're doing a great job today giving out some kids think set to be good to get resources like these guys white papers and play books in one centralized mobile app so he's really applauding that Anshu asks will my Google SSL login work on the NAM mobile app so with regards to our now mobile for now support we're currently leveraging our MFA and our high access now I once again you know what we have in the future and the utilization of our SSL I can say that um it's it's in the planning stages right now I can't give a firm commitment but yes we we know we want to have a single SSO experience across all of ServiceNow digital that will allow us to provide and share content across all of our digital branding from developer to now learning to now creators so yes I can't say it is in our plans exactly when it's going to be a bit of a secret but it's sooner rather than later and really looking forward to that because once we have enabled to SSO on high you know it allows us to go ahead and once again omni-channel experience across all ServiceNow in digital you know your profile your user is something now we can share and once again that just provides kind of you know a one-stop omni-channel across all of our digital information that we can present and and you know learning growth from our customer base and actually just to add to that we sort of have three pillars when we think about NASA or and that's your whole service nails service and support experience but it really is one one of our pillars is a seamless experience so you could start a transaction on the portal and complete it on your mobile device that next is support on the go so regardless of where you are you will be able to get service and support from ServiceNow and and the the last pillar is it is support your way so there are some people that might want the higher touch or it could be an issue that is more critical that you need to contact the ServiceNow technical support but then there's other issues that you just want to get the content engage with the community and self solve in your own way and we're going to provide you the tools the technology and the content so you can do that that's really what we're driving towards from a sort of now support branding and pillars perspective so it looks like we might have some more questions we do do you want to go ahead sure ok thank you um let me read this they all kind of came together we do phone integration or any other integration with mobile apps like Web Apps Rob is there any integration with any other web apps right now within within the now support application there's no integrations at this point in time I know this is something that you know we have been exploring from an engineering perspective with regards to you know what third-party integrations we'd support but you know right now we're focused very much on you know our our single experience from a platform perspective within ServiceNow you know there are availability with regards to kind of utilization of voice services with regards to our agent experience and how that can be leveraged so it's you know once again it's really kind of based on off the specific use case that the customer is interested and those are once again kind of tied to our bu level you know from a client perspective so you know there is definitely integrations that can take place it's a question of what those integrations and you know what the customer is looking for on their it awesome and so this is more with the mobile technology but I think it is uncle or aunt you that said they have four thousand catalog items and sort of and I think you've kind of gone through that with our Service Catalog items like we have a lot of them on the portal we're transitioning many of them to the mobile what what is do you have any advice on how to proceed with yeah I think kind of to that point my first question you know just as we've experienced and you know possibly number of our customers is we did a number of custom Service Catalog implementations along the way and with any technology including our platform you know is we start to building to our merging interfaces there's a heavy reliance on you know our out-of-the-box you know our you know Service Catalog back-end and how we're leveraging it so we actually had to do you know some work to kind of go back to kind of point zero which you know allows us to have a better upgrade path into the future you know so we do have documentation with regards that we've actually published how it can help with the catalog migration process as you've heard you know we are doing incremental kind of catalog migration into the mobile application as you mentioned you know you may have up to four hundred catalog items you know we can we've you know are looking at that as well just because we've looked at you know can a similar type of experiences with regards to you know whether it's kind of case volume but how do you handle you know large object you know data loads into the mobile app from for a you know positive user experience so there is ability to go ahead and even translate four hundred I think it says or you know four thousand into the mobile device using segmentation and categories how we'd want to go ahead and define that experience but also you know it's it's you know to have an understanding you know what customizations have taken place at the Service Catalog level you know how that they can be you know migrated back to kind of a vanilla upgrade path at least from a back-end perspective you know we know that there's you know number kind of you know whether it's kind of front-end changes as well as some of the additional complexity of the workflows that are involved in that specific Service Catalog but you know for for all honesty what we found is especially with our emerging technology being back at kind of point zero would actually you know it may seem as is you know a major you know work to do but at the same time it increases velocity into the future so much more and you know Billy allows it so that as you're beginning to build out your Service Catalog you know repository both portal and it ended to mobile it's just you know you do one it appears for both there is no refactoring that's involved and you know with regards to kind of the utilization back into our Service Catalog and our expansion into the future it is actually provided us more capabilities you know so it's just you know caveat there it's really kind of based off your implementation just how how much you're using Service Catalog out of the box the level of customizations that you've done also a refinement of you know is mentioned there's a number of catalog items are those actively being used we've been doing a you know level of auto Damien administrative analysis against arc our catalogs which ones are applicable for migration into the mobile device and we've seen that you know some of them have been historically created don't have a high customer utilization so you know those have kind of fallen to the lower end of our migration path but yeah a lot of different options are available to our customers even with service catalogs as large as 400 to 4,000 and I just wanted to add yeah I think I said 4,000 instead of 400 but I wanted to add that really the Service Catalog items that we've been adding are it was through metrics what are the most common catalog items that our customers are requesting but the other thing is we've been having those conversations with customers and we've been engaging with them and what do you want to do when you're on the go as far as the Service Catalog item goes and I would encourage the people on the phone here do that very you're doing the same thing we are at your companies and have those conversations with your users or the people that will use your mobile app and ask them what they would like on the app as when they're on the go when you're creating those experiences there's another question from unka that says does support 24/7 at 24 by 7 kind of what does that mean what does it mean by locations estimated response time this is something that definitely the tech you know the technology for ServiceNow support is available 24/7 so you can create a case at any time you can respond and provide updates at any time whether you're on the portal or on now support mobile that is something that I've heard consistently from customers that they would like to have the SLA s kind of more prominent within the experiences that's something that we're starting to think about we're thinking about reimagining your experiences and having that transparency and that visibility there is something that we're currently working on but it really depends on the priority of the case when you will hear back from the the now support team or the technical support team yeah I do you know that we do have an SLA that is published I don't know that the exact kind of details for Orca p1 p2 p3 p4 response time from our global technical support organization but that information is published on service down digital and I believe if you you you know kind of run a Google search for it I don't have access to the link offhand but we actually do publish all of that information you know and I don't want to go ahead and throw out figures without you know level of accuracy but yeah the SLA is published for all of our different priorities and kind of our response time from our global technical support organization yeah and I think it's something on us make sure that it is just sort of more in that onboarding experience that we provide to you that it's more front and center and then you can reference it I'm sure you were asking about the date for the live session or to provide feedback hey I'm going to the portal or now support mobile send me some feedback I'll email you back later today or tomorrow and we'll make sure you're engaged so you can provide feedback on the next experiences so use a catalog item or to join the advisory board on the portal or just use feedback and we'll definitely engage with you there's another question on the agent workspace they're asking how agent workspace or service portal works with these mobile apps yes and I think there was also question with regards to you know why so many different mobile applications know that we currently have in our stores and we're very much based off of kind of the user experience and customer tip with our client design which is why we have a new mobile which is essentially kind of our requestor application versus our agent experience and as you see within our now support application we're doing kind of a seamless omni-channel between our service portal and our mobile experience from a support perspective and all things kind of CSM and ITSM related you also now kind of see within our agent experience and this is another area that we are beginning to kind of invest some exploration with regards to you know how we will utilize kind of the workspace to kind of processes and experience what can be applicable from an agent level here at ServiceNow you know caveat is you know are our agents are typically gonna working from you know a hub in front of their computers do to come some of the complexity of the cases but that is also information and experience it's you know it's based off of which profile once your sweats these are intent which is why we have you know an onboarding application are now mobile are now support are now agent it really allows us to focus on those specific themes and user bases with regards to the intent very similar I think the example that's kind of not commonly used in analogy is you have an uber application if you're an uber driver you have an uber app like you know put a profile if you're an uber passenger there's even application if you want to eat so you know really allows can I borrow us is kind of product teams and you know within the platform to focus on the user intent I really couldn't begin to build out that entire experience through the client and kind of ensure that we have that level of accuracy so you know it kind of gives it and at least a brief overview of kind of the different client types and you know more importantly you know how that they will be integrated kind of corresponding with the weapon whether it's going to work space experience back into our agent application or from a portal experience into our now support application or now mobile applications as well yeah are there any other questions from the audience on now support the now support mobile app I think we've got some attendees you're asking when's the next another live session like this one whenever you can schedule us to Lisa we're ready all right maybe we'll put one in for August so we'll have two weeks to prepare a couple weeks to prepare and we'll get one out for you all let's see what we can do yeah we are we are always looking forward to talking to our users and our customers anytime so you know Lisa this time I'll make sure that I'm properly prepared for my session you know so but you know anytime that we have an opportunity to to get in front of our customers you know we really miss not be able to meet with them directly at the ServiceNow user groups we still are you know doing our best to participate in our virtual service and user groups but you know anytime that we have an opportunity to you know chat with it chat with our users and customers in real time we look forward to so you know if there's a request for a session it will do more than whatever we can to make sure that we're available and let us know through the feed like what the focus of this session you'd like it to be if there's something specific you'd like us to talk about we're definitely open to that it'd be great but I'd love to have another session soon oh okay they say they actually missed today's but actually they're not missing today they're in it so thank you but we will have another one we didn't have a demo earlier this is the coordinates you will be able to watch it I have included the link in the community where this session is recording is available to watch and that's where you'd want to also post questions in the future and it's easy to post questions all you need is a community account it's free you just need to just log in and this post away and our experts will be available to engage with you and then they want a design session on kit is asking for can we have a design session so maybe that's one of those ones we think about for the next the next version we love to Hon yeah that sounds great well we just we have a few more minutes maybe we'll have a couple more questions there is a slight little lag time with YouTube and I'm sure that you can provide the feedback directly on the app this was what my understanding is I wanted where can we provide the feedback yeah it's directly in so if you download the app and you log in using your now sport hi credentials you will be able to see any cases that you have under the more in one of the areas there in the kind of tabs or the areas in the mobile device there is something called feedback with the heart an icon you can then click on that provide us feedback directly you can also provide us feedback within the now search service portal and actually in the virtual agent as well on the portal so there's a lot of ways to get in touch with us directly to engage with our team and also on the mobile application you know as I mentioned we have additional YouTube content you can learn about actually how to go ahead and start configuring a mobile application you know as I mentioned - everything has been requested we can explore even the kind of design session or design video it's kind of some of our best practices as well as our learning lessons that we've received not only from our kind of customer base but across a number of our views I'm in Lisa you know we can definitely increase of the size of our panel if there are more detailed engineering questions we can bring in our engineering leads as well as our you know UX leads in this area if our customers and users are interested yeah I think that that would be great because we are we're obviously working with the mobile design team on this and hearing their best practices and what they've been thinking about as they been evolving the experience I think that would be really valuable for this audience wow this is great well thank you all very much again and I do encourage you Walden to get on with the community and post your questions you could probably post your feedback right there too but the app is a better place but we'll take anyone anywhere we can get it with that you know let's look forward to a new session coming up and we do have a session tomorrow but it's on GRC and some risk so we'll just take care of that and with that I wanna thank you all for joining us today and we'll let you all have four more minutes back at this hour awesome thank you everyone Thanks have a great day have a great day