you hello everyone my name is Benjamin Escudero and in this video I'm gonna be taking a closer look at the ServiceNow contact tracing application so the application itself is designed to help organizations reduce transmission of infectious diseases by identifying on-site employees who may have had contact with a potentially infected coworker aggregating contact tracing information across workplace locations and creation of outreach cases and tasks for follow-up interviews with potentially impacted employees I'll start out by discussing the general setup of this application now as far as dependencies are concerned you will need service employee readiness court and emergency exposure management applications in addition of that there are some other optional plugins and a dependency plug-in regarding restricted caller access and as far as compatibility is concerned you'll be able to use this with Madrid New York or Orlando and likely any other feature releases now Keith footnote to highlight here is privacy when it comes to contact tracing the organization alone is going to be responsible for any legal obligations and compliance requirements regarding the collection use disclosure and retention of personal data and that is something we do want to keep in mind when implementing this application fortunately there are several roles that are provided out-of-the-box that do make it somewhat easier to manage access and visibility to this data that includes an overall tracing admin role for the application as well as three badge related roles a case manager a contact tracing role and a daily log user role now as far as other configuration items when setting up this application we do have three properties regarding the badge readers and then addition that we have some badge data import jobs to import our users when setting up our badge management and also scheduled imports for access and then last we have a daily log alert to remind our users to log interactions they have on a daily basis now let's go ahead and talk about the day-to-day use of this application and that is really going to start with this daily contact log so any user is going to have the ability to a submit a list of people that they've interacted with each day and what they would do is go to this module my daily contacts and go ahead and just complete a list so I kind of thought a few names right now so I've got a Peter Gibbons a Michael Bolton Sameer it's like a Lumbergh a bottoms and a Thomson Cal State so there we go easy is that to submit a daily contact log we'll have all of our users do do that daily that way we can keep a record if we do need to in fact trace contacts that they may have had now if you are a tracking administrator administrator excuse me you will have the ability to view all those contact logs that are submitted as well as those who've acknowledge or not ago acknowledge any daily log alerts you may have sent out as far is the daily log alerts are concerned it's leveraging the emergency outreach application it allows you to select a targeted audience if you want to send those alerts to as well as the content configuration in this case we are utilizing the out-of-the-box employee daily log alert to remind our users to submit a log and then we can actually see down here the acknowledgments as well and any other survey instances that were sent out if we happen to do that now once that said with our employees submitting daily contacts that's going to bring us into the last part of this application which is case management and this is really where the rubber meets the pavement and essentially what we can do is if an employee were to test positive for a condition such as koba 19 we can create a new case for that employee so we'll go ahead and do an example here we'll just say that in Peter Gibbons has not been showing up to work and it's because he says he has in fact and tested positive and so we'll go ahead and put that in there and we'll put the case manager and bill Lumbergh and we'll bet and mark the start date as today and then all we gotta do is click Submit and the case has been created now from this point forward we'll need to actually go to the case manager to initiate the next step so I'll go to and impersonate his case manager bill Lumbergh and we'll go ahead and look at the cases assigned to him and we'll open this one up for Peter Gibbons so the case is assigned we can see the information here and once we are ready to get working on it we'll go ahead and click start work and then from there we can move forward now the first thing we want to do in these cases is to determine potential exposed contacts and the way we can do that is through a Diagnostics request which leverages the emergency exposure application and so here we have a variety of options we can select from to pull in information about potential contacts and exposures I'm going to use his location any badge reader data that we may have and any employee daily logging that is incurred I'll go ahead and put the start date as Monday this week and we'll go ahead and bring that up until the 18th once I've completed that I'll click Save and then from there I can go ahead and run Diagnostics so the request has been initiated and now we just need to rate forward to complete running and so as this is running it'll go and search the related records any integrations we have to determine what potential exposure may have occurred and then once it's finished it'll populate these related lists down here now it does take a moment sometimes to process so we'll wait for that to complete now once it is completed we'll have a list of our users and we'll actually be able to select all those users and assign them directly to the case and bring ourselves right back to the case so we can continue on with the next steps so I'm going to refresh this we can see that it's completed if I scroll down we can see as mentioned the impacted users and it turns out all these were impacted through location because they're all at the California campus one and we can come right down here and select all and then click on our menu and add users to the case now we were brought back to the case and we can now see we scroll down that we have all the exposed contacts that are listed now that we have all these we want to go ahead and create tasks so that we can reach out to them determine if they have any potential symptoms so we can really map out any potential exposure and transmission that may have occurred and just like we did before I can click the select all and use this menu down here to create a task and those generate tasks for every single one of those exposed contacts now I can click on case tasks and I can see that I have them all here the last thing I need to do before I move on to the next steps is to assign this and assign a due date and I could go one by one and do that but fortunately there is an easier way when you have multiple records I can hold down the shift key and then select it and then use my arrows to select all the fields that I'd like and just hit the enter key and I can update those all at once I'm gonna go ahead and sign it to the other manager here at our branch Dom portwood so that and click the green check box on that and then same thing here I'll go ahead and update these as well and we'll give them all a due date of next Friday and these are ready to go all we need to do now is update this and I'll go ahead and move over to Dom portwood so we can see the next steps in dealing with this case so here I am at Dom Portwood and here is my favorite I have case tasks for contact tracing that's so we can see all the case tasks that have been signed and I'll go ahead and select the one with the later due dates that we just created and it looks like we've got quite a few here I'll just go ahead and start with this first one and it looks like Milton Wadhams may be an exposed contact and so we need to reach out to Milton and see what's happening with this potential exposure so just like we did before I would want to go ahead and start work in just before I do that I'll go ahead and mark today as my reach out to date and we'll click start work and now it is a work in progress and I'm gonna go ahead and reach out to Melton to see if he has any potential symptoms so I'll scroll down here and click take survey and then whilst Milton does he have any of these symptoms and the only one that is mentioned is dizziness we wanted to know when he started showing them these symptoms from what it sounds like it was quite some time ago so we'll go back here no one just happened to mention that it was July 1st of 2017 that he started feeling dizzy we asked next of course is if he is in touch with the physician right because if there are symptoms we do want to make sure that that's something that is being looked into in this case it was a no and the next question of course being is there any assistance that is needed and it looks like Melton says there are none so there we go we can go ahead and submit that survey close it out and I'll go ahead and right click here on save will select save and we'll see now that the survey results are updated now unlike some other surveys on the platform when it comes to these surveys you can actually take them as many times as you'd like and that's actually key because when we were following up on a case tasks we know that there could be an incubation period that really could go anywhere from a few days perhaps a few weeks and so we don't want to disclose us out with one potential survey we may decide that we want to have this going for a week or two and that way say tomorrow we take another survey and we ask them again do you have any of these symptoms and maybe because there's none this time and then we submit and now we're keeping a record in case anything changes and then finally once we are done with that we can go ahead and determine an outcome and we'll say that as cleared it looks like his dizziness was actually related to something else not kovat so he is cleared we'll go ahead and close the task that is now completed so once we do complete all these tasks will then be able to actually determine the outcome of the case determine if anyone else could have potentially been infected by reaching out having them followup with a physician as needed and then from lastly we'll be at that point we'll be able to close the case and that is going to do it for the contact tracing out the application I hope this was informative and if you do have more questions about the application be sure to check out these ServiceNow doc site in community and of course you can always reach out to us here at confessed it and we can help you along the path thanks again and have a great day everyone