alrighty good morning good afternoon and good evening depending on where you're calling from welcome to introduction and now support uh we are so glad that you are joining us today um it is a global audience so uh we definitely going to have folks here from different parts of the different parts of the world uh but we're just again excited that you are here before we get started here um just want to just present our health SA Harbor notice here uh this is simply States you don't have to read the whole screen but it simply states that everything that we share here in this presentation is based on information that is currently available as of today and so today's session is actually part of a live on service now uh event it is the live on service now events are really curated events that really help you connect to service now experts and peers and help you to deploy your products and services um to achieve value faster now you can see on the screen here um where you can click on the QR code or scan the QR code um or use the link that I'm going to put in the chat here and this will give you access to all the upcoming events that we have uh in the future here so just like you found this particular event we have tons and tons of other Live Events um here at service now so definitely check that out when you get a chance just a few housekeeping rules before we get started here um number one we're going to have a Q&A session at the uh end end of this uh presentation here um so throughout the throughout the session please feel free to use the Q&A option to ask any questions that you have um and or you could type those in the chat number two this is a recorded session and post this event this will be on our service now Community website so that you can download and access it along with the deck that we're sharing today and finally feedback is a gift here at service now and so we are going to send you out a survey post event so that you can provide us any feedback um as we just continue to iterate and improve upon these sessions so who's this guy that's been talking to you here for the last few minutes my name is Marcus gray I am a learning Solutions and delivery lead short for that I'm a facilitator here at service now within our support organization and today I have the pleasure of welcoming our guest and co-host uh analy Leaf analy how are you doing today I'm doing great how are you I am actually pretty ecstatic um so today is release day I'm sure you obviously aware of that um and what that means here at service now is that we have launched our latest family release relee of our platform uh called the Washington DC release and I'm even more excited as you can see in my background here um I actually am in Virginia in the Washington DC Metro area so needless to say I've been waiting for this release for the last couple of years who's counting right uh so cool but hey analy you're one of our senior leaders here in at service now tell us about what you do uh in your role here certainly uh my name is Anal de leaf and I am senior director with our customer service and support organization I am currently running the global uh itom support team which is one of multiple uh product support areas that we have and this is probably my fifth team um in my almost 10 years here with service now so I definitely a big proponent of the service now platform and I believe that uh even as we've had challenges over the years it's still one of the best support organizations um in any Enterprise organization um that I have been with so uh really great to be here and uh excited to tell you more about uh our support org awesome awesome thank you so much for just sharing that about yourself I guess I should have said I've been on a couple of teams here within support and uh primar with our support account management um and now in our support operations uh but that's enough about us let's let's actually make this a little bit interactive here and get to know a little bit about our guest um so I am going to put a poll out there uh for you all and here is the first poll whoops uh not this yes let's go back is it out there yes did you want the self-service one no not that one try that one let's go back all right one second here guys here maybe this let's try this one this one here got it don't worry folks we'll ask you the other one later uh let me relaunch this one here alrighty here we go I'm gonna relaunch this poow here all right so for the folks that are on the call here which role do you identify with uh system developer system administrator platform owner or business leader righty uh I think most people here are SE okay one business leader cool awesome I think that's a pretty good consensus there all right so most folks here are system administrators awesome this is good because uh when we get a little bit further into the uh presentation here we're going to be talking about our now support portal um which I think that most of you may be familiar with um but definitely a lot of features that you all and your role will be able to take advantage of cool I'm going to end that there alrighty ready to get started so here is our uh agenda for today um we're going to give you an introduction of service now support we're going to tell you a little bit about our approach and how we approach support and primarily we're going to introduce you to our now support portal and all the features and then beyond self-service what does that look like um and how do you get support there then we're going to wrap up with a Q&A and uh question uh excuse me Q&A and wrap up and key takeaways how's that sound anal D sounds great alrighty so we're gonna get into introducing now support So in support we have a very unique structure where our customers uh our customer service and support organiz G A CSS our global global cloud services and our product teams all are part of this unified engineering uh organization can you tell us analy why is this why does this matter and what are the benefits of this approach for our customers sure Marcus there are several benefits with this approach for one thing all three of our groups have common goals and there aren't walls between the different organizations our teams freely talk and work together together quite closely especially through the platform and that means we are all aligned to your success all three groups the product the success of our product uh development team it's tied heavily on the number of issues that they can help reduce so that includes minimizing product defects or prbs as we call it in the Ito World um all three of these groups report up to the same leader our chief technology officer and SVP of devops who has also grown up with service now um from development and has worked very closely with our uh customer service and support organization and our Global cloud services so I love that we have that uh type of relationship with all U both of our companion orgs I myself I'm in the customer support org so having the same leader and the same goals makes it so much better for our customers that's cool I'm so glad you shared that just about how they all work together and um I think at there's a point in this presentation where we'll kind of talk about uh we'll see that relationship kind of in action here so that's pretty cool thank you for sharing that um so as you know we are a global organization with many support centers around the world um tell us about these different support centers nald and uh what your customers know about them yeah so we have you know we didn't always start with so many it we used to be uh we all of course started in San Diego uh which is our original headquarters and where we were founded but over the years we have grown into these different site centers and that's because that helps us meet our customers where they are and help us to get into uh the regulated markets and serve those customers as well um you'll see that we also co-locate our support centers with our site reliability centers and you can see both uh Federal support centers and our language support center in for example Tokyo um does have a language support as uh and then of course you see some of our regulating markets um our Dublin site for example also takes care of our EU support and our Sydney Australia site takes care of our SP Australia regulated market cool that is a lot of uh a lot of centers um and a lot of places that we're around around the world which you know we are a 24 by7 365 day uh support technology management um so we don't we don't sleep we don't stop we always want to make sure that we're available for our customers but this has to be a pretty daunting task now how are we actually able to uh to do that yeah so we do as you mentioned we do offer follow the sun model with live agent support uh 24x7 by 365 which means I'm working some of those holidays of course uh on standby for critical issues now that would be our Priority One and priority two business critical issues or significant issues and those are worked by multiple Engineers uh 24 by7 if requested and needed um because we want to provide relief to our customers for our non-critical cases those are are the priority three and priority four levels they're generally worked by the same engineer or group of engineers in a single region and so that we can be with you and you know ask questions as needed so because of that we always recommend that you ensure that your preferred hours of communication are current so that we can have those discussions with you U making sure that everything that we're doing uh passes mustard with you and you know that if we have to request approvals or uh work with you on something that we are available so yeah I love that yeah follow the sun um definitely making sure that we are doing pretty good case handling to be able to transfer those uh uh those cases around the region just to ensure that support just continues uh for our customers I love that um all right so that's a little bit about us about the support organization here let's kind of talk about our approach um how we actually how we actually approach support um and kind of our practice around that so we do a lot here in support right to assist our customers to take care of our customers but I think there are a few things that kind of fall out of the purview of support um where other teams at service now can uh can help our customers can you describe for us analy what kind of support we provide for our customers and what are the differences between what we consider in scope and out of Scope Services sure so customer service and support is what's known as a break fix organ ation it means our primary focus is on fixing out of the-box product issues so inscope Services means fixing platform application functionality whereas out of Scope Services mean assisting customers with implementation or platform functionality or how to customize out of the box or trying to uh solve things that have been customized so for customers who need that level of service they can work directly with our Professional Services team or visit our service now create site uh you're going to find some stepbystep delivery guidance based on real world experiences and proving leading practices there on those sites um also with our professional service you'll find prescriptive methodologies success packs and other assets to Aid in successful implementation that is uh that's pretty cool so regardless of whether um it suffice to say that whether it's in scope or out of scope our customers are definitely going to receive the support they need correct yep and yeah and uh what is uh what's one of the what is the best way if uh if something Falls necess somewhere out of the scope of you know break fix what's the best way for customers to really get more information about these Professional Services sure so would I would start by contacting your account executive and you can go from there they can point you in the right direction um some you know service service now customer support uh and and service organization uh will often times try to at least isolate where or what the customization that might be uh having issues and we can refer you to there or if you already know you can go straight to your account executive cool cool awesome so we have uh quite a few packages here uh for our support um for our support organization that's available to our customers and they each kind of have a little bit of a unique customer experience so can you tell us analy what are some of the differences between the packages also what's actually consistent across all packages sure uh the support packages range from base to total in our base package the coverage focuses heavily on self-service and the support coverage is limited to 5 by 12 which is 7:00 a.m. to 7:00 p.m. local time uh the customers local time in addition to self-service the guided Advanced and total packages all have 24x by S support coverage and the advanced and total packages have impact squads which consist of a customer success manager support account manager as well as a platform architect assigned to the account all customers regardless of the support package receive 24x7 coverage for any Priority One business critical outages so there you go yeah no that's good uh that that's good to know that if you regardless of whatever support package I have if I have a a very critical severe outage that I'm going to get support no matter what 247 correct correct okay that is good to know now it's important um that we know okay these are the available packages but how let's talk about how uh customers should expect to hear back from us what do the response times look like once they actually engage support yeah and as you move from base to Total you'll see that the response times adjust to the to the customer selected package with advanced in total having the quickest response times this structures repeated through all the priority levels from P1 being the highest priority to a priority 4 uh it is important to keep in mind that these times represent the First Response Target and not resolution so in other words these are the times that we are committing to initially respond to a customer's request and the way I like to think about it is that's when we commit to get the paramedics there not to finish your heart surgery for example if that was needed so yeah so definitely focusing on triage and you know responding and providing that customer service um to let them know like hey we got your response we're on it be there yes exactly cool alrighty sounds good um all right so let's kind of let's kind of move here and I love to kind of go to this portion here um which is kind of really the the meat and bones of of this particular webinar here and it's really about this uh now support portal um and so we're going to talk about this now support portal um but it's really uh you know it is a ecosystem of our support tools Technologies and content so that our customers can really find the anwers that they need as quickly as possible I love this statement here it says now support portal is the best way to experience support here at service now um so how do we how do we get there right um so our now support portal essentially is again like I said our home for your home I should say for self-service help support instance user management um and so much more but before we get into that um here's where our next poll is which I think we might have inadvertently sent a little bit early here but how many of us actually uh self uh Self Serve so let me just throw that out there now and just kind of get a consensus here um here we go all righty so how many of us actually selfs serve do you use it tried it they don't like it nope never tried it um or what is self-service okay cool cool all right so we got a couple of people here that that like it they love it um some people have tried it not too crazy about it it's okay and we have a couple people who have never tried it awesome awesome so we have a wide a wide range here I'm gonna go ahead and end this poll here alrighty so how do we get to the self-service portal really simple it's www.s support. servicenow.com and if you want to follow along definitely you can type that in uh be sure to bookmark that page so that you will have it uh readily available when you need it we're going to uh we're going to dive into this here right so once you log into the portal here um this is going to be what we call your landing page so for instance if you need to ensure the security and health of your instances by viewing information or scheduling clones or activating plugins uh this is your place if you need to manage upgrades or keep your instances up to date this is your place if you need to manage cases changes users or key contacts this is your place so I think it goes without saying that this is your place and I think this is a good time to actually call out uh there's a KB article um in the lower right hand corner of the screen you're going to see a a banner like this on several screens as we go throughout this uh portal tour here um and really is just letting you know that there's additional information related to the topic that we're covering on the screen and also that these KB references will be included um at the resource section um at the end of this deck all righty let's get started here I'd like to kind of start and focus on the instance dashboard so the instance dashboard you can get there by clicking on instances and clicking instance dashboard analy tell us what are some of the activities that customers can do here this is where you can see real time status information like uptime your current version your scheduled upgrades and changes or cases against a given instance using the actions tab for example if you want to click there you can take actions against the instance as well awesome awesome uh anything about these particular actions you want to add or share yeah I think these are what we find is that our customers use find these super useful to be able to manage their instances and all without having to necessarily talk to anybody um and we find that our customers really love that ability great great great yeah this instance dashboard is is is really cool again you'll get to see all of your instances and perform management functions for those of you there are system administrators out there um you know you have the ability to to perform these functions um so this is definitely a good One-Stop shot to kind of get that holistic view of all of your instances um the other place that I wanted to touch on really quickly is the maintenance center now the maintenance center is a dedicated place for customers to really View track and engage with with their maintenance Communications on the now support portal and when you go in and you click on uh you know all your records this brings up all your different uh com records or communication records so anty tell us what's some of the information that the maintenance center is going to display it's going to display the most recent communication records for maintenance on your instances so um that may also include patching or the upgrade program records um it's going to have communication records that need your attention or action yeah awesome and why is this feature like so important for our customers well for one thing it helps our customers and allows them to stay in the loop on recent Communications and scheduled maintenance uh especially directly from this now support homepage um that means our customers can easily see the communications that require action from them and allows uh customers to ask questions and acknowledge important messages all of that from within the communication record so it is it can be interactive as well we do have a team that monitors uh those communication records yeah definitely full team that manages Comm records and I think it's also uh important to call out here that um you notice that the com records are different from case case records so all com records will begin with C mm that's how you know that that's a particular communication and again it's a way for you to action and acknowledge and and just make sure that you're aware of what's going on um or any advisories or anything like that of impacting your instances pretty cool pretty cool so I think we got the lay of the land here of just kind of getting into the support portal but let's actually talk about how customers can really get the best out of their support experience using all the features in the self-service so to get there if you're following along in the portal once you log in in the upper leftand corner you're going to see an option that says get support and when you click on get support brings you here to another landing page um and we're going to kind of tour through this uh particular landing page but analy since I know we have some customers here who have never used this before or this is their first time seeing self-service what would you recommend as h a place to start to be kind of begin the exploration of the portal so if you are new I'd get to I'd go to the get to know now support uh to that area and there are three resources that will give you information on how to get started clicking on each of those resources will bring out a menu of additional options yep as you can see there in the getting started section you can learn about now support or get access to our now support mobile app uh what I like about this section is that the now support onboarding checklist uh sorry what I like about this section uh is that checklist and that's where you can check off key tasks that will help you ramp up as a now support user in fact some of those checklist items we're going to cover that in today's session um and then using uh the using now support section uh focuses on how each of the key roles uh can use now support from you know from an administrator uh role to a partner role and then lastly in the my service now section this is one of the places where you can manage your profile account and preferences wow so that's pretty cool so you're saying this is the first time if I'm a firsttime user um there's a place dedicated for me to be able to kind of you know get that checklist understand what I need to do so that I'm pretty much set up for Success once I get into this portal yep oh that is cool that is cool awesome so I think it's safe to assume that our customers you know know what a knowledge base is um it's a collection of easily discovered KB articles that cover various topics um that are connected to the platform but what's equally important is and if not more is how we use our knowledge base so let's start with access how can customers search our knowledge base well customers can use the search box under how can we help oh right there highlighted in green they can ask a question or do a keyword search or they can view the entire knowledge Base by following the link in the lower right hand corner uh not only does this search our knowledge base but also searches as our Pro product documentation and Community posts that are related uh especially for the desired topic as well so here's service down right how do we actually manage our knowledge base ah great question so we started some time ago uh when we were growing that we recognized that we need to utilize KCs or knowledge centered support and we did this entire effort across our entire support organizations and it's been in place for several years now to man manage our knowledge bases for our customer and what that means is that our Engineers our support Engineers ensure that content is relevant and created or update as they're investigating and resolving cases uh where in fact so not so breaking news but uh over the over the months and the last several years we've probably already been going into the AI so you're going to you know hear about that AI buzzword quite a bit um but even using that to help generate articles and that's something that our customers will be able to use as well to create content from cases so we do encourage our support Engineers to write articles while they're resolving issues to proactively assist with future issues that other customers might have and we make all of that available to you our customers awesome and what's the benefit of the approach for our customers with with this well it means that uh for our customers articles are regularly refreshed with the newest and most accurate information that's that's pretty cool so everything's up to date and I just want to mention that you know we have over 40,000 relevant articles and our knowledge based really is the and I say knowledge based but when I say knowledge based again it's inclusive of product docs and Community post and internal knowledge bases but is the backbone of information um and it gives you a lot uh to really work on when it comes to are really Ed when it comes to resolving your cases um so that's pretty cool uh so back to our landing page here there's a list of frequently used resources on the left-and side um now we're going to spend the next few moments here exploring these resources and we're going to start with patching and upgrades um so with patching and upgrades it's a major task for our customers speaking of which we had a new family release today um so it might be on the uh the the top of somebody's mind but really with patching and upgrade it really enables our customers to get the most value out of service now by taking advantage of the Innovation available um in the new family releases um which are over 150 new innovations that I learned about in the Washington DC release today um and receiving the latest security performance and functional fixes so analy what are some of the key takeaways our customers can get from this section yeah so here as you can see there we have information on our patching program our end of life upgrades and fundamental information about patching and upgrades there are a few things you can learn here for instance there is a video on how to upgrade an instance uh this is where we describe the process for planning testing communicating and applying a service now instance upgrade this information can also be found in our product docs uh what is also cool is you can self- schedu a patch or upgrade right from this page as well I tell you One-Stop shop you can do it all here year so some customers May especially our early adopters might be clicking that today on to upgrade to Washington DC probably after some testing and planning after some testing highly recommend that do a lot of testing absolutely uh cool cool cool so uh as we kind of move down the list here so we use uh the Clone application uh to basically copy everything in a database from one instance to another and cloning typically uses a copy of a prod instance to a pre-prod for testing changes preparing for an upgrade uh and cloning comes from the most recent backup so here we have a lot of information uh about clones um and articles related to that so analy tell me what happens if I want to know more about how a clone works yeah there is a clone Basics KB uh I think we have it highlighted on the screen there and that's going to get you basic information about how clones work it's going to give you cloning options rollbacks data server configuration and a whole lot more so you might want to check that out absolutely and so that's cool but what happens if I have an issue with a clone or I want to know more information to begin troubleshooting what do I do there I would probably start with the Clone FAQs because we've compiled a list of the most frequently Asked clone questions uh that we and support get we even have a clone tips and tricks SE where you can probably get the best experience learning how to use the Clone process Al righty all about clones that's pretty cool cool um and we have this instance management section right and we get to learn about some of the management activities um but I will say some of which should be performed with caution what are those some of those activities Anie yeah so absolutely agree um use with caution but uh they can include retiring uh renaming or restoring an instance for example you may no longer need a test instance and you have to revert back to a certain point point and time uh you can do that here uh and you'll notice that we are very extra cautious here because clearly you probably wouldn't want to do this in a production environment unless there's significant planning around it um but for any sub prods uh it's very common these are very common activities uh a couple of things that you'll notice here perhaps is that a lot of these are automated actions and kind of what service now is known for is all of our automations so they get processed as soon as you submit them and yes there's a process behind that of course and that may take some time but once it's submitted it goes through uh some of these activities however can only be performed on non-production instances and that makes sense because for example restoring an instance or Z booting essentially wipes out your existing uh data and work and restores it back to a previous point in time or in the case of a ZB booot resets it all back to factory defaults sort of using that old terminology so this is the feature that everybody should use automatically or stay away from yeah Z booting zing in instance is when you completely reset your service now instance to an out of the box configuration all customization all configuration most of the data is also going to well all the data is going to be completely wiped away now you can understand why we only allow that on a nonproduction instance well automatically that is yes automatically correct wow um you know there's another feature that i' like to highlight here um and it's the instance troubleshooter what is this instance troubleshooter and why is this important yeah so the instance troubleshooter application it enables system administrators to troubleshoot and resolve issues directly in their sub prod or production instance without the need to reach out to service now customer support and I think we have uh we have some examples there of what that might look like right and uh yeah oh yeah there we go yeah what are what are some uh okay yeah no that's that's good thank you so much um pretty cool so in addition to like our knowledge base that we talked about and our known error portal a known error portal is a handy repository you know of known errors in the service now product that have been found or reported why do you think this is valuable why do you think this is a valuable tool for our customers well it's important because our known error articles describe possible causes of issues within the system along with steps to reproduce the issue and available workarounds yeah but so if if you look through um the the thing is though not all known errors will affect all users so you can automatically show known errors for your production release or just simply browse through the known errors that you subscribe to um the portal is a valuable tool for our customers but we're always looking for ways to make it better um we did actually hear some feedback from our customers and we've up leveled the portal experience uh recently including new filtering capabilities and the ability to search for articles in fact I think many of our customers use this before upgrading right blameless plug again since we're talking about The Washing DC release upgrade make sure get the known error portal uh just to ensure you know you're aware of any defects that may uh impact your business uh you know or your your instance uh before upgrading just word of caution um the automation automation Automation and you talked about this a little bit and what I love about this is that um as you probably realized that there's multiple ways to do the same thing right um and so uh in our service catalog it's a critical part of how we allow our customers to drive action on their own obviously without the help of an engineer um what are some of those top self-service requests that are available yeah so uh there's a few of them that are probably really popular and uh quite common uh one of them is activating a plug-in request so plugins are how service now manages the many extra features of the platform um we can also call them the way you might install an application um but not always it always will be a feature most of the plugins can be activated directly from the service now instance so for plugins that don't show up on the list of plugins in your instance you can use the request on now support to ask for the activation um there's also the my IP information uh because Serv now can be integrated with items inside your company Network you might need to know what your actual IP addresses that are sending or receiving traffic uh for example your network administrators may need to add those IPS to a an allow list or in some scenarios um you need to know it so that at least it's not on a deny list uh for IP addresses and what I like about this catalog is that we we use our own workflows s now being an Automation and you know workflow company to automate processes that you our customers can run your own common request without intervention and I will say I've been here long enough when we didn't have the my IP information service catalog and those used to be a call from our customers to an actual support engineer uh or a case and asking for that information but we don't do that anymore so because we've learned that this is an easy ask and it can be automated so if you want to see all the other automations we offer go ahead and select view all and it's going to take you to the entire catalog wow wow wow pretty cool pretty cool yeah we're definitely all about automations here uh awesome um one of the last options here that I wanted to just talk about um so it's very important for our customers and our partner administrators to keep their company contact information accurate and up toate on now support so you'll see that this section provides information related to various account management activities uh analy why is this so so so important yeah and uh company contacts are critical for communication with service now uh for example company contacts are notified by email if there is an event uh or issue that's affecting the the the company instance or instances so we strongly recommend having it a minimum of two support administrators at all times in the event of unavailability of either one to ensure that there's no disruption in managing instances in the now support portal um and it's of course up to our customers to decide you know are those 24 by7 contacts or however many that you may want to have um I you know there's probably an impact of not having those and I'll give you an example uh we did have a situation we've had several situations where we needed to get a hold of uh a customer and we' reached out uh to a contact but it wasn't the most current contact so then later on we got a question from a different contact probably the more current one asking hey how come you didn't not contact us and we were thinking oh but we tried we did try so you do want to keep those updated absolutely so where do I actually go to manage contacts you click on the drop down next to your name and select manage account and users simple and that's going to show you all your users and it's going to allow you to add remove or update the contacts as well and then you can click account contacts and that's where you can manage your admins your business support Technical and security contacts uh I think we added that in a few years ago and even more you can see your support account manager and account executive as well so definitely meet your team here update your contacts I think that's super super super important yes Al righty well that that kind of round start begin to round out our tour here of the now support self-service Journey but I want to call out two more additional resources here um that I believe will definitely help our customers so the first one is our video tutorials um andal did you know that customers have direct access to our now support YouTube channel right inside of our portal uh we what's even cooler is that you know these are the latest videos that are automatically loaded so they don't have to go and search for it um so you never have to worry about missing out what are some what are some other things that our now support uh YouTube page can do for our customers well it is the official video destination for service now product documentation and that channel is going to help you get started with a product or feature it'll help understand Concepts and processes uh and help learn how to perform complex Tas and disclaimer I've used it myself to figure out something uh in an area that I wasn't familiar with so uh even a lot of us internally will use it because it's just such a vast platform and so many products so this is where we go too absolutely absolutely alrighty um the other resource that I actually want to call out here is our service now Community um so you always know that they say that two people are or two is better than one I should say and that's really what our community is about right and it's important that to know for our customers to know that we have a community of over 455,000 active users across the globe that are using our community and it's proven to be a uh a key play in helping our organizations um in their overall experience for our customers over the last few years so n tell us what are some of the highlights and benefits of using our community yeah the servicea community is a go-to resource to find answers in our forums and product hubs um you can connect with peers at events uh learn more from blogs and articles related to our products and solutions uh whether you're a customer or developer a prospective employee or maybe a fan of the brand uh even as employees just know that this community belongs to you during our recent refresh of the community website we introduced product hubs and these are highly curated collections of the most relevant and important content you will need in your uh implementation Journey we've broken it down into the four stages most custom customers go through getting ready configuration and go live optimizing and do more to take service now to the next level for your organization so oh by the way uh there are still forums for every product just in case you can't get your question answered pretty cool pretty cool so I have a question for the aiy I'm not going to launch a poll because we seem to have a little bit of trouble with that so it'd be kind of cool if people can just kind of respond here but um now that you've seen many of the features here now support portal what new feature are you excited to try uh is it the knowledge base the service catalog the video tutorials the community or simply all of the above what are you most excited to try thanks for posting that hand free to answer in the chat if you like or yeah or think about it in your head I suppose anybody excited about any of the features yes KB the the had the known issues for upgrades right yeah so uh the known error portal absolutely has the issues uh that you would know about before upgrading absolutely all of the above Andreas appreciate that thank you cool alrighty so let's talk about we've talked a lot about selfservice um and all the things that you can do um as a customer to be able to uh get the best out of your support experience um but we do understand that there are times where you we do have to you want to engage with our support engineers and we call that really engaging support Beyond self-service so em we understand that all issues are not used are not solved by self-service but rest assure that we have Engineers who are eager and I mean eager to help our customers um so the way that you can reach out to our engineer support portal excuse me reach out to our engineers in the support portal is by creating a case um so when it comes to creating a case right you see the create a case button down there at the bottom but when it comes the creating case what are some best practices that customers can follow yeah and I'll maybe start with something that's really obvious and maybe a little bit funny but it U I've been in various support organizations over the years and uh um even here uh we've had a few cases that came in and the only thing written was help and that would be it so the first advice would be be as specific as possible Right including um as much detail as you can there are really thousands of different featur features and Pages both out of the box and customized in our platform and we have uh multiple teams I kind of mentioned that I've on my fifth team right now um we actually have a good eight teams uh including some of our regulated language markets so and that's covering thousands of different uh product areas so you know helping us know what page and how to navigate there those details uh attachment screenshot error messages um steps that were taken to encounter the issue to observe the issue or even to reproduce the issues so our Engineers can I you know for one figure out which part of the platform we're talking about and get it to the right team and then being able to troubleshoot it uh correctly so uh the other thing is going back to contacts making sure that if it's not just a single person right if there's a team of folks who are working on the issue from from you our customer yeah add them to the watch list so that others can be informed um if we need to reach out to somebody else uh let us know right and include that uh we at service now we do take security very seriously so uh we need to have for example if um it can't just be an unauthorized uh contact who is logging a case or even asking for uh information about an instant so if a customer has a contact you you want to make sure that that's updated so that we know that it's okay for us to communicate um also consider what the business impact is we we want to know like how is it affecting you um how many users what can they not do because of it right um and then there are some key questions that we're going to want to know our support Engineers is what we find out uh from them just reviewing hundreds and thousands of cases you know they're going to ask hey what is what's what's the problem statement right is what's the issue is it occurring right now did it occur in the past is it a recurring behavior is it something that you see in a subr environment can you reproduce it in a subr is it only for specific types of users groups of users all users one user maybe that one user is your CIO right and or maybe it's 10,000 users or maybe it might be a group of 10 people who are uh quite vocal whatever that may be right you know who is it affecting and when did when did it start happening that way we can kind of correlate to other things that may be going on and keep in mind if you need to get in contact with the engineer assigned to your case the best way to do that is to call us directly if it's very urgent um for the most part our Engineers do give their contact information and you can reach them through the case right obviously they are not themselves no no one person is 24x 7 um although I've come close to that however uh you can call if it's urgent and another engineer can pick it up uh or you can update the case if it's something that our engineer needs to know uh sometimes uh a lot of our customers have built really great relationships with their account executive and if you're going through the account executive for a technical issue you may be delaying you know having our support teams getting that visibility so uh don't hesitate uh if you can't find the information in our communities and our support portal and our knowledge base um and it looks like it's something that is a break fix reach out to us create that case give us those details make sure your contact information is up to date and we'll do our best to help you find the relief you're looking for the solutions absolutely um I did see a question coming there um from Brett so maybe you could just answer this in 30 seconds uh are support Engineers ever signed to One customer that is a good question and the answer to that is no because our customers we find have large teams and are 24 by7 and we train groups because there's just so much in the platform as I mentioned before there's literally thousands of different features and we find that there isn't a single engineer or person today who knows all of it not even dare I even say it probably not even our uh original developing Founders anymore um there was a time when you know there were developers who knew everything um but I find that today in order to provide that 24x7 support and get that specialized uh support we do have teams uh that do help on a 24 by7 basis absolutely thanks analy um we're kind of approaching the top of the hour here I just want to kind of share with our customers kind of what a typical case uh flow looks like so generally after Cas is received and the support uh it gets assigned to an engineer um it gets routed to an engineer based on the case and the skill set of the engineer that can troubleshoot and support that and the engineer will obviously work with you to troubleshoot and hopefully resolve the issue uh once it comes in however if sometimes the issue is complex they would have to maybe collaborate with another team or another SME here uh in support to provide issues um in the event that it goes outside and maybe we need to talk to uh development or our site reliability team or a platform team um there's an option to be able to assign case tasks to get those folks involved and I highlight this because we talked about the unified engineering approach earlier in this presentation and this is exactly what it looks like in action is the fact that we don't have walls between different teams and different groups and even different organizations within support um that will become barriers or hindrances to providing that world-class customer support for you um so that's why we have that unique approach um but always keep in mind that the tsse that is assigned to your case is always going to be your primary point of contact when it comes to uh uh resolving your issue um and once we get to that place of resolving the issue we propose a solution for you um you as a customer can agree if that solution meets the meets the requirements or resolves the issue if it does you can close the case if it doesn't then we can continue to troubleshoot until we have that ISS resolved so that's kind of what a typical uh case workflow uh looks like the last thing I wanted to cover here is um let's talk about customer surveys so feedback here is a gift and here support we love to get feedback um after cases have been closed out analy really quickly can you tell us how important surveys are to support and how we use that feedback yeah service help us understand the quality of service our customers receive during their engagement with support and and these questions will ask things like were you satisfied did assigned engineer understand your issue did you get a timely response and was your issue resolved uh I know that my team every single one of the managers in our org read every single piece of survey feedback that we get so um you're going to see these surveys uh through email or it can be accessed through the now support portal and as I said before we do take action on every single one so send us good or bad we read it all cool cool cool thank you so much for that all righty we are getting right at the top of the hour here so I want to uh kind of wrap up our uh our our presentation here for today uh but before I do I just want to uh give you some couple of key takeaways and then we'll just kind of jump into uh some Q&A here so number one um your first key takeaway or my my first key takeaway here is make sure you use the now support portal again this is the robust selection of self-service options to help you get the support that you need uh number two join the community It's a Wonderful resource for our customers to access experts and experience community over 400,000 people and then number three as we just kind of finished up talking about when you create a case be thorough provide details we love details help us help you um I do have some resources here um that uh will be provided in this deck as well once you have a copy of that everything that we've covered in this session here and I'll open the floor here because we are at the top of the hour here um and I do see a Q&A there um so let's kind of look at our Q&A chat um so I have one question here for you analy and I think you're answering it right now you can see that yes I'll go ahead and answer it live then yeah go ahead yeah it's uh so the question is what's the lead time between closing the case and updating the corresponding and KB to lessen the need for escalation or to be able to solve the issues ourselves so if a case has a unique solution the KB is usually created within three days and and it's usually created before the case is even closed so we have different states in our cases right there may be a solution um and if that solution is accepted then the case is closed and a KB if warranted will be created within the 3 days usually in most circumstances uh if it is during the life cycle and we find that information is useful a lot of times uh if the cases if the customer is like okay it's you know this is this was it it solved our problem thank you very much and the case is still open because the customer hasn't closed it themselves then we have an opportunity to create the KB uh the knowledge based article before the case even closes so hopefully that helps answer your question awesome awesome and I think that's the only question that I saw in there uh just a few reminders here register for the community visit our now support uh portal that we've talked about and also visit our we have a YouTube channel so visit our YouTube channel as well um analy I just want to say thank you so much for joining us and for just sharing all the wealth of knowledge and information for our customers here um and again everyone I want to thank you so much uh for your participation in this session again uh this link webinar recorded will be available for you in the community along with this deck um but other than that analy thank you so much everyone thank you and I hope that you have a great day take care everyone bye bye thank you all take care [Music] bye