[Music] let's see a combined demonstration of service model foundation's business location 360 and Omni Channel support features both new in the Washington family release first we'll cover how business location users can reach Central service teams through Omni Channel support then we'll take a look at the agent experience supporting business location users and how the new business location 360 page can streamline their work finally we'll discuss other ways that these features benefit other business location stakeholders as well Adela is a salana employee who works at two business locations she can see both of these business locations in the business location support portal or blsp with Omni Channel support she now has multiple options for contacting her Central service team when issues Arise at her business locations for example Adela can now start virtual agent chats directly in the blsp an experience that mirrors customer support capabilities this allows her to get quick answers to questions that don't require filing a new case like checking in on an existing request Adella can check the case status for any case that was filed at this business location not just the ones that she personally submitted now Adella can see the status of her team's existing case for Wi-Fi issues and add a comment all without leaving the chat she realizes that her current issue is isn't just a case update though she wants to reach out directly to the central service team so she requests live agent support let's now switch perspectives to our Central service agent John Jason who is responsible for supporting business location users as well as customers John Jason is online when Adela requests live agent support so the chat comes immediately to his inbox for him to accept or reject with the Omni Channel support feature chats calls and other message types can be tracked as interactions this means that business location requests can also benefit from advanced work assignment John can now handle many of these business location requests on First Contact however adella's request will require a bit more investigation before John can resolve it he creates a case from the interaction which carries over the requesting service organization now he can work on resolving the case he needs a bit more context about LA City Center East to figure this out with the new business location 360 view John has all the details at his fingertips instead of having to click into multiple tabs he can see contact information install base items existing cases and kpis in a single page this page is also available as a template so implementers and administrators can tailor the experience for their users John can see that something is going on with her point of salale system he has a few more questions so he calls the main point of contact directly from the 360 page after calling Alex he has a much clearer idea of what the issue is so he can resolve solve the case and wrap things up for business location managers like Alex business location 360 can also offer benefits Alex is a regional manager for salana so she needs to keep an eye on multiple locations within the workspace she can see each business location 360 page she can also use a new business location hierarchy view which allows managers to see the organizational structure mapped out visually business locations with reported issues are automatically flagged so Alex can see that stores in her reporting structure require attention with business location 360 and Omni Channel support for service model Foundation service now provides tools that simplify service for both business location users and the agents who support them