hello and good morning everyone well good afternoon good evening wherever you might be joining us from we'll be spending just a minute here to let more people join and then we'll get started awesome so we are now going to begin this is hopefully a very exciting AI Academy we will be talking about the now assist panel so let me turn my camera around so everything that I say today please do not make any purchasing decisions based on what I say I am a product manager here at service now I do have information available kind of for future releases but those things are subject to change so please as always stay power um with everything I say now for today um your primary resources uh the um gener a and intelligence community so you can follow that short link there to actually be redirected to it this community is where you can go ahead and ask questions you can answer questions you can find articles that I have posted my team have posted that kind of expand upon what you might find within product documentation so it's really really helpful and I do suggest you take a look there we also do Post these Academy sessions after the fact so this is recorded um and we will be posting it later today on YouTube so take a look there um if you want to find more sessions like this so just going through the basics so these sessions are really designed for you chat is open Q&A is open ask your questions I will endeavor to answer them as best I can um alongside Mark who is also um from my team so we'll be there um answering questions as we go um and then as I mentioned we are recording this as well so you can come back to it later on now a goel today I'll just be going through a very very brief overview on the nalysis panel um and then I'll jump straight into an exercise just to actually show you guys some of the neat things you can do within the panel and then we will end with a q& so as I already mentioned we're going to the now this panel fundamentals today um with regards to what the NIS panel actually is this is essentially like it's like the little helper that appears um that allows for you to use the generative AI um skills that we have available um from pretty much anywhere within the system so it's really neat um and I'll be showing it to you in a second here and by way of introduction you might be um I'm Eli the Orit I'm an outbound product manager here it service now focusing in on analysis and our generative AI products so with analysis panel you know as I mentioned briefly just before it's this little panel that appears on the right within this gift so agents can access it anywhere within instance including on you know if they're working on the workspace if they're within the traditional like ui6 um and it's accessible via that navigation box so I'm not sure if it's visible on your screen but there's um the little Sparkle icon in the top Corner that you can t um click on that and it'll open it up so then the agent can kind of interact with that um to actually run a lot of our skills now this is kind of like a conversational Le driven um product so I'll be showcasing them just what that looks like in a second so in terms of what we're learning today start with a little bit basic how to turn it on and if you've already done this you'll be you can probably turn your brain off for the first five seconds it's very straightforward which I love um we will be looking at how to limit usage within the panel so that is if you don't want to give access to the panel to particular users um so kind of looking at how you can do that you should usage tips and tricks so the is just you know when you actually going out and introducing it to your agents these are the things that you can kind of tell them like what what is training is required you actually use the panel to the kind of full stand up its ability and then lastly this is where it gets a bit chunkier and that is actually how to Brand the panel because I know a lot of you have been experiencing difficulties with um you potentially having custom themes and that theme is then brought over to the analysis panel so we'll be looking at how to do that so packed agenda and let's get into it and as always please I do have on my other screen both the chat and the Q&A open so post any questions you have and I will try my best to get to them if not during the session it will be in a Q&A section at the end cool so right now take a breath you and now Beth angland your an agent working on it cases and this is you know she's working within a configurable workspace here now she recently got assigned an incident and someone has already worked on this incident and as you can see it's kind of a pretty heavy incident the Emi System error there's a lot that has gone on if you look at the activity a lot of comments have already been posted and she's overwhelmed so what she can do leveraging analysis panel just click on the sparkle icon and you can actually pin it I I like to do this just to make it easier on myself and I'm going to ask it to summarize this board just to get a call up speed on it now forgive me this is a test instance so it can take its time a little bit but you can see here a summary of This Record was generated and um one thing you might notice is that I just said summarize this record so the announc this panel is actually pretty clever in that it takes the context of the page that you're looking at and bring that in to generate a summary or generate resolution notes or any of those things that um you can do so one thing that I do want to emphasize is you can actually interact with that um response even further so you can ask hey can you showen can you showen the summary let's say you know I'll pour J Beth is really sh on time so she wants to actually show in that summary further and there you go you can also interact with it by saying hey what does me in this incident so it really is like an assistance of sorts so you can interact with the summary you can generate you know you can change the tone you can ask what does This Acronym mean and if you know now understands it boom now one of my favorites as [Music] well this so it's not just a summary machine which is I think how a lot of people see it today it really does have that extra lay of intelligence that's only going to get better over time um so it is a really powerful tool for your agents just to kind of understand the case and also kind of interact with that to um build that deeper understanding so super useful really recommend you bring this in if you are interested in Al generative AI kind of now the um set of products now if you're seeing this and you're like oh I want this you know like this is this is perfect how do I turn it on well what we're going to do is go back to being L friendly system administrator and turn on you type in now admin and please post in the chat if my screen is too small it takes a out to I Tred to make it big already but that might be too much here you go so from within now admin you'll be bought to this screen here and this is where you can figure all your now assist skills um and install the plugins and just kind of handle everything to do with that for the panel you click on settings and if you have any of the plugins installed what you'll be able to do is in the left tap here you'll find now with panel and all you have to do is so let's turn off because I already have turn on you'll have the option here to turn on the now panel and that's it once you know where it is it's literally turn on turn off which is lovely I'm sure some of you are celebrating because I know these things can take a little bit of time to set up occasionally now if you do install one of our NYS for itm CSM plugins turn on the offis panel The Next Step that you have to do to actually build in the functionality within the panel to summarize cases generate resolution notes you actually have to go and enable those skills and to do so C analysis features and navigate to the kind of feature set that you um install the plugin for so nysis for technology generally has the itsm skills underneath there so I've actually already um activated both of these skills but we'll go ahead and go walk through what it's like to activate incident summarization because this is I think the most common use case and I'll show you how to surface that within the panel so when activating skill you click on it and then choose input data right now this is not configurable um so you just click save and continue and this is where you actually determine to like where you want to surface it so there's in product at the top here that means that it'll be available within the workspaces um and the traditional record view so if you go to the workspace you'll see more option to have it be summarized but down here is what we want to see we've got our analysis panel just make sure that toggle is on and then if you click on this little arrow here on the right you can actually determine which rows can access that particular skill from within the panel so in this case you might want to limit you know the usage of the panel or just limit your um analysis skills to only particular users so you can go ahead and create a custom role and assign it to those agents so that only agents that have potentially receiv received training on these products are able to actually use it so that's the best way to limit access there and just so you know this is I told GI G agent is the customer W dat I created it's not foundin the system if you're looking for that um any so save and continue done and your analysis panel is ready to go with it's turned on and it's um using you able to do that incident summarization in there so before I go into branding I will answer some of the questions so well now just to understand if you use UK English over American English um what does it have to be summarized with a zed instead of summarized with an S so I'm a New Zealander I feel you PL but it does actually understand um you know like the differences in languages I haven't had a problem with it um with using like Zs over s's or vice versa and also with typos and whatnot it's actually good at kind of picking that up as well so live demo I really it it Works um but let me just showcase that really quickly um so you believe me but it doesn't seem to have a problem um so if I say [Music] summarized there you go so John I hope you're celebrating um because I definitely did awesome so someone else asked I work on a small laptop screen can you Mo the panel SL adjust we now with this pops up so at the moment no you cannot so the most you can do you know it's just click on that um it is if you do move your screen you know it is responsive um and you can pin it but that's kind of the extent of abilities there um so we had the question as well can we surface the information generated from the analysis panel to be sent to users so at the moment no um this is what generate in the panel the best kind of course of action is you know to get the agent to copy and paste it we do have the option on here that actually adds it to the agent's clipboard to copy and paste the summary you know potentially if they're generating resolution notes for example they can click resolve and have copy paste them in here if they don't have that automatically generated within there as well so um it's it's not kind of speaking to the record today so I will move along and talk about branding just because it's a bit of a chunkier topic we will be going into some fun um Jason and if any of you have experience um theming with Nick's experience you will be very familiar with the territory I'm about to enter into um awesome so first what we are going to do is go ahead and actually create a custom theme so to do so with an experience we do recommend um using theme Builder it's a separate plugin on the store that you have to install um but it really makes it significantly more easy than it was um prior so definitely recommend checking this out if you are creating the custom theme so to do so and there's lots of like YouTube videos out there on kind of working with a theme Builder so I won't go into too much detail on this but essentially you have your Brand's primary color which is you know the more prominent one that appears on the top Banner for example and I just have a series of hex values I've got on the side here I don't have these memorized secondary color that's like for the scroll bars and whatnot and then we have our Neal color which lines and whatnot I'm a bit extra so like the bright green um trying to stay with the service not branding and let me hopefully use a logo that makes sense so I'm going to do the gener AI Sparkle icon um and there choose font Etc and now once we happy with our colors or happy with our logo in the font we are going to apply the theme there go okay and if we go back to our service now instant and refresh the entire page you can see here The Branding has changed color and I will say if you this is in wash this is a Washington instance so they might be something that look a little bit different for you um and actually the uptake of colors um from the analysis theme was also updated in Washington so if you're looking to do this um it's a bit of a sneak preview um but yeah so basically things might look a little bit different but you can see that you know a lot of The Branding has been uptaken um there's that one issue of the pin but that's actually being fixed um very soon so um now that the branding has taken place let's say we want to update the color or something we're like oh we really don't like you know this gray box like it it doesn't fit with our company branding so we we do is actually navigate to Mi experience um framework go to our list of themes finds the theme that we just created which is the academy theme we find the ux themed style that's named colors and this is where we Define all the kind of values um for all the colors within the system now we don't just to make it a bit more readable I'm going to beautify this Jason a bit so we can actually see what this looks like there you go a little bit nice a single row of text and as mentioned before this might look a little bit overwhelming um at first we do actually have an amazing um live coding happy hour that goes into the details of what we're actually doing here what you're looking at so I can actually post a link um [Music] in the chat right now just to view that video because we don't have time to go in detail here but any so this is the list of all the colors that we have and there's a lot so what we are going to do is figure out what kind of variable this box is using what color variable is this box using so to do so what you'll do is do inspect elements so I'm using Firefox it just is called inspect I believe it's similar or at least the same similarly named on Chrome and what you do is there's a little icon on here to basically select an element on a page and this just helps you figure out exactly where in the code it is and what the properties of that are so if we want to change it box I want to to click on that text area that div and we are going to scroll down to find so if you feel familiar with kind of CSS properties and whatnot this is what happens when you hover on it these are the color that's kind of the definition for the colors when you hover on it but we are happy with that we just want to understand what color it is without the hover so that's sound gone too far have I Grand four actually no that is right sorry I'm embarrassing myself here it's slow warning for me but we see that this actually uses for the background color it uses the variable now color chrome Brands now that is defined right here and you might notice next to it we actually do have the letter four afterwards if you watch that video explaining more detail but basically the way that colors work within next experience theme is you define the primary color in here so and then we actually go in the back and and generate four different gradients of that color from ranging from zero through to four so then that's what that means it's just using this um this color here but then it's the variant for on it just to make it lighter darker Etc to make it all work together so now that we found our color we want to change it and I'm going to do something hopefully not too obnoxious but it might be a little bit just for the sake of demoing which is a bright yellow and you're going to save this record refresh the page and you can see we now have our incredibly obnoxious yellow text box and because then the certain properties are related as well to each other um the pin icon as well uses that same shade of yellow now with the this comes with the massive disclaimer if you change colors anywhere in here they might pop they'll pop out pop out elsewhere within the system as well um just because this applies not only to you know the analysis panel but to places elsewhere in the system on records and what not so if you are making any changes in here um please do be weary of that now one thing to note as well is let's say I know I talked very briefly about how this actually was was using the specific color now color from Brand four like it has that number on the end of it um if we did want to change the color specific to that box which we don't typically recommend but sometimes you know you just need to have that one thing specifically colored and you don't want to change the kind of Bas color for that you can actually Define underneath properties the specific color so this is that Chrome brand four and if we save and refresh the page hopefully it's not Cas yeah so as mentioned our normal now color chrome Brands color is at obnoxious yellow which it still is but then we defined okay we want this um variable to be this Brun kind of orange color which it's using when on Hover and we can see now that when we hover it changes to Orange so you can play around with that um there's some options there but I do really recommend watching that video just to get an understanding of what we actually did there this was just very brief um but yeah so I think we have a lot of questions a lot of chatter which which is awesome because I think we might we've got five minutes now for the Q&A so let's take a look um so we have questions on is there any prompt engineering or best practices for optimal experience so prompt engineering is something that we're looking into we should have some useful you coming up pretty soon here in this that space and that is more kind of targeting the particular skills rather than now this this panel itself um and you're regarding best practices for an optimal experience so I think best practices honestly it depends on how your organization is using it so asking simple things you saw the questions that I was asking it's only one action per sentence that I'm asking to now this asking it to shorten what does this stand for um you know can you expand on this particular piece so just a single action generally gets the best response it just helps um the noun panel to understand your ask and actually generate your response [Music] um yeah so I'm looking another question can you use NIS panel to resolve similar cases that have been resolved or answered by agents in the past so we don't have automatic resolution today like it doesn't the N panel right now looks at the record that you currently have on the screen or if you're not on a record screen you can actually put in the number of the incident so right now it's kind of only working with that single record that you have um but that's something that we're kind of looking into and to kind of bringing in a wider understanding um and use that to help agents resolve cases um we have a question can you restrict color changes by change application oh changing the application away from Global so if you're able to chat again um what you mean by restriction but you can have the theme changed from my understanding I'm not like a next experien theming expert but I believe that you can have the theme applied to only particular users so then different users will have different theming available to them um based on who they are but fact check me on that I believe I saw that um in there um awesome oh and I see Earl posting in the chat yes so Earl is um was actually part of that now uh live coding happy hour that I mentioned um already in the next UI theme it's an amazing video I learned a lot from watching it um and so really do recommend it if you're going down this route so we have another question ask asking does NIS tackle language translations as well if the new agent and old agents are in different language modes so as of today we officially only support the English language um future releases will have other languages available um however the actual conversion between languages doesn't happen today within analysis panel I believe it's only um potentially looking at NIS for virtual agent is a separate product um but that one day might be brought over um into the analysis panel so as right now officially only English but we should have news to share in that era later this year and just disclaimer to everything I'm saying stfe H um please things the subject to change on those um awesome so I think we might be about there I hope this will helpful it was a bit of a speedrun um but I just really wanted to show you guys the power of the NIS panel because it is really neat um and you know it's only going to get better so I'm glad you could all join us today please um respond to the survey if you have time other than that enjoy your day wherever you may be it's just starting or ending appreciate it