all right I think it seems like our number of participants has stabilized a bit so I'll go ahead and kick things off um Welcome to our what's new in Washington DC for CSM live on service now webinar I'm Anita Chang I'm a senior outbound product manager for the customer service product and I'm joined today by my colleagues yasuhito un and Andre Ramson and so um yasu if we could get the next slide we're here today to talk about what's new in Washington but as always we have our Safe Harbor notice here for forward-looking statements since we may talk about things that are coming in the future so um you should not make any purchasing decisions based off of the information that's shown today um and we will cover um a lot of exciting new features next slide this webinar is a part of our live on service now series which is an interactive event series that covers all sorts of topics so please do join us for future webinars and 360 exchanges you can scan the QR code that's on this slide to see the schedule for customer service management we do have a couple of exciting webinars lined up next month um including voice routing with AWA as well as uh sales and Order management so please do join us for those now we can move on and so just a couple of housekeeping tips while we are here together at the beginning of our session um we will have ample time for Q&A but if you would like you can uh please put the questions that you have during the session in the Q&A section and we will answer those along the way as well as at the end of our time together as I mentioned earlier this presentation will be recorded and shared on the now Community page so you will have access to this content afterwards um and at the end of this event you will be prompted to fill out a short survey so please if you could fill that out for us that's how we make improvements to this content and make it most valuable for you so thanks in advance for your feedback and looking forward to it here we have our team I'll go ahead and let um yasu and Andre introduce themselves I've already said hello okay oh and um here these are just some of the uh features that we'll be covering today so within customer service management um we have two major categories on the left hand side customer engagement so I won't read these all out loud to you since we'll have a lot of time to cover these today in our respective sections but we do have a lot of exciting features that are coming for customer engagement as well as on the right hand side customer operations so we'll be going over each of these features uh in depth in the next few sections so with that I'll turn it over to my colleague uh y okay thank you uh so I would like to cover the first four uh exciting enhancements um in the area of customer engagement from um Washington family release as well as q1 store released the first enhancement I'd like to introduce to you is email experience as you know uh customers send a lot of emails to create new cases and agents work on U cases with a lot of exchange of emails together with customers um we have been making a lot of enhancements in this area uh we started with Vancouver when we uh embedded this email editor in the activity stream of Details page of a case and now with Washington uh we have made much more more and more enhancements to increase the uh performance and productivity of agents and uh accelerate the catch ball between agents and customer uh for example um the editor of email in this uh form is now uh adjustable in the form and also now it has uh it has the um draft uh saving capability and also it sends automatic reminder to customers who have forget forgotten to return response to C to agents and also agents will receive um notification when customer respond back to email an email to a case so uh a lot of enhancements to to increase the uh performance of agents and accelerate uh customers catchball so please uh watch uh a demo video Let's see a demo of email experience an updated feature in the Washington family release email experience improves agent productivity with enhanced email capabilities George Warren sends an email to Solana company to resolve some discrepancies in the billing statement of the month the email body includes bullet points and an inline table this is John Jason a Solana support agents works space George's email automatically creates a support case and John takes ownership of the case after reading George's email in the activity stream JN starts to write a reply email to George John adjusts the mini composer to his comfortable position expanding it horizontally expanding the email header expanding CC then BCC Fields if John attaches any files he can expand or collapse them as well as he writes the email draft is saved automatically John can start a new draft and he can always look into view draft for his old draft to edit again John opens the full email composer to review his draft in even larger space John thinks it is better to add a knowledge article to the mail he finds an article on a recent change of the billing policy and adds a link to the article onto the email body with a few clicks John asks for George's confirmation and send the email to George John updates the case state to awaiting info customer George is busy George forgets to reply to Jon's email but John no longer has to send reminder emails to George when the case stays in awaiting info state for two days system starts to send reminder emails to George George opens the reminder email in the mailbox jumps to the case in customer portal George can see all the past interactions on the case including the emails in proper easyto read format from the mail George understands the cause of billing discrepancy George replies to John that he is now clear agent John is busy John easily loses sight of important customary emails now when George's reply email arrives a notification shows up in the corner of Jon's workspace from the notification John can go to the case immediately reading George's reply John proceeds the case to resolution with the enhanced email capabilities email experience improves agent efficiency reduces time to resolve and improves customer experience thank you uh I think I'm getting uh many questions uh but I cannot do two things at once so I'll be answering them later thank you um the second feature I'd like to uh introduce to you is engagement messenger engagement messenger is a feature that enables organization to embed service now self-service capacities on to your website um without much coding uh with configuration it was introduced in Quebec and it has been improved a lot and in this Washington we are bring bringing this engagement messenger the self service capability to your your native mobile applications so if you have mobile app uh provide it to your customer you can embed uh service now self-service capacity in engagement messenger onto your mobile app your customer don't have to use different mobile app they can continue using the same app but they will be enjoying service Nows cap self-service capabilities such as um searching um for knowledge articles or creating case uh service catalog and so on so with the uh newly released now mobile app um SDK in February um your developer can embed this um engagement messenger onto your mobile app with a little coding effort I don't have any uh demo this on this uh but you'll be able to find um article in the uh support uh site okay so engagement messenger that's enabling um delivering the service now Self Service capacity to your mobile app okay so third um feature enhancement I'd like to introduce to you is Workforce optimization Amazon connect voice Channel dashboard Workforce optimization is um a feature that's available in Enterprise Edition and that's that's a old set of features that makes um the life of uh customer service centers supervisor or manager life easier so for example managers needs to take care of Agents how agents are performing or how all the channels customer service center manages a of channels emails uh call phone calls or chats and so on so one of the things the manager have to take care of is the channel management and in this Washington release we are releasing uh ref refreshing this channel management dashboard so that um Amazon connects all the uh kpis and Q data that was available only within Amazon connect is now integrated into manager dashboard Channel management so that manager can look into access all that that data Real Time with fingertips on the their manager dashboard let's see a demo let's see a demo of Workforce optimization Amazon connect voice Channel dashboard a new feature in the q124 store relase it helps managers monitor voice CU traffic and key voice metrics on wfo manager portal in real time a call center manager Amy Jones uses wfo to optimize resource utilization and monitor channels on her manager portal in Channel management Emy can view the kpi of the service channels in one place Amy can go into the Matrix of Amazon connect voice Channel the kpis are refreshed by set intervals and Amy can drill down to individual records in the lower side of the dashboard shows Amazon connect q and agent data of Amy's supervision Amy can see the status of Agents C manages and realtime status of individual voice cues that her agents serve organization admin can easily set up Amazon connect voice Channel dashboard out of the box after setting up Amazon connect integration following the guided setup and Amazon connect itself admin connects Amazon connect Q to corresponding service now que associate the right agent groups to the cues so that personalized reports appear on the dashboard wfo Amazon connect voice Channel dashboard enables managers to monitor voice cue and voice metrics in manager portal it increases manager productivity and improves customer experience okay um I'm going to the fourth feature the fourth enhancement the fourth one the last one I would like to introduce is voice routing with Amazon Connect using advanced work assignment so another Amazon connect but um this is uh service now is now capable of rooting all the codes that are coming into Amazon Connect using the uh advanced work assignment uh routing roting rules so you have been able to root chats and case and so on with the Amazon uh advanced work assignment so far now you can use the same Rule and setting to control the uh codes in Amazon connect so uh with this um managers can control all the rules in one place in uh advanced work assignment and also a agents can accept or reject all the incoming work in inbox um or in standard place so that is the new enhancement um with Amazon Connect using rooting with Amazon Connect using AWA you can see a demo let's see a demo of voice routing with Amazon Connect using AWA a new feature in the q124 store release it enables service now's advanced work assignment to rout and assign voice calls on Amazon connect John Jason and netstock both work at a call center the call center uses Amazon connect and uses AWA rules to assign calls to agents agent can update their availability in their inbox which synchronizes with the status on the soft one a customer Sam calls in welcome to service now in order to better serve you we would like to record parts of this call to give your consent please press one followed by the pound sign press any hello Sam how may I assist you speak to a live agent please describe your issue broken freezer broken freezer is this correct yes please wait while I transfer you to an agent AWA assigns Sam's call to John Joan finds the call in his inbox but rejects it as he is busy now AWA we assigns it to Ned Ned accepts the call in his inbox the phone interaction record appears on the screen and Ned and S are connected on the line to enable voice routing by AWA admin first has to set the Amazon connect integration following the setup guide select the AWA voice routing checkbox to to download The Right contact flow templates that set the basic configuration in Amazon connect for rooting inbound outbound and transfer calls using AWA now admin and call center managers can set the routing and assignment rules for voice in AWA set one for the default capacity of the out of the box Amazon connect service Channel using out of the box basic cue or your original que assign appropriate agent groups to the queue along with the preferred assignment rule voice routing with Amazon Connect using AWA reduces operational cost by unifying routing engine and increases agent productivity by unifying their start point to inbox thank you think I'm getting a I'd like to look into the question but the uh yes Anita um can take over so let me go ahead and um share my screen all right give me one second my zoom has disappeared okay I'm going to go ahead and share a zoom poll um we are interested in which of these features are going to be most useful to you and your teens um so I'm launching a poll right now and you should be able to see the question on your screen so thanks for sharing your feedback with us and we'll be able to take this information back um to share with our engineering uh teams as well so we'll give it just a few more seconds in order to get your feedback here all right and that's fantastic thank you all for sharing your feedback on which of these features is going to be the most exciting for you to use and I'll go ahead and end our poll it looks like that email experience is really going to be top of mind for a lot of folks on this call um and the other features are going to be well used as well all right so give me one second here to get going as I move on from our poll all right so I'm here to talk about customer operations today uh for our DC family and q1 store release first we're going to start off with two features that are specific to service model foundation so for those of you who are not familiar with service model Foundation um this is a overall feature that is a data model that allows us to model out service organizations so in addition to having our customers um with our fantastic customer data Foundation we have service model Foundation which lets you structure out business locations internal or external within your organization so first up for service model Foundation we have business location 360 um and business location 360 really gives you ability to have comprehensive business location details at a glance this is within the workspace this CSM FSM configurable workspace and is a new view that allows our agent or a manager to go into the workpace and see this additional information about a business location all in one place so if you're familiar with service model Foundation you may know that we have our business location support portal that still exists that's for our members of those internal and external business locations to get their glimpse into uh cases that they've filed and mbers sold products Etc this is really for people who are supporting that business location and this is again a brand new view we call a business location 360 that summarizes this all on one page so this is going to collect things like our contact information the point of contact so for example a manager of a particular location which products and install are installed and may have issues reported for them and they also have metrics for the cases that are are already submitted for this particular business location as I mentioned earlier this is accessible through the workspace so managers of these particular locations will also be able to use this screen if that's something that they want to do the really nice thing about this view is that it's not just something that you can look at you can also select a lot of the elements on the screen and make um take actions on them so for example submit a case uh for a sold product that is at a particular business location on this screen this um this hierarchy view is also a part of this business location 360 so if you have multiple locations that report up through a hierarchy you can now visualize this very cleanly through a built-in View and with the hierarchy view you can also pan to all the different locations and also go ahead and see some of the um details for that particular location in the same page another great thing about the business location 360 view is that this is a template so um you may notice that there are headers such as point of contact or products installed you can change all those headers you can also change some of the data visualizations for things like our cases um you can use different um visuals like a donut chart um and you can change the reports that are being used on this page as well through UI Builder so you can really tail the experience to what your um organization is really going to want to show to the people who are using this screen and so for our next feature this is again specific to service model Foundation um if you're familiar with customer service then you probably already know about the great Omni Channel Support options that we offer to customers here we're extending a lot of those customer facing channels to our internal employees and our users at our business locations so right now for our business location users they're really communicating through cases with the central support team so you can think of an example in retail um like a store user who is trying to reach out for a broken um cash register or someone at a bank branch who needs support for a customer's case um they would have only the option to open a case right now to get that support but now they can use the same channels that our uh customer consumers accounts um all have access to so that means that you could do things like um support your internal uh business location and ex internal and external business location users with things like phone call text WhatsApp Messenger um also virtual agent for that business location support portal so this brings your business location users that you may support through a shared Services model um or through a centralized service model into the same um capabilities so this really improves business location staff experience by enabling those same channels all right so we're going to see a joint demo of these two service model Foundation features in the same flow 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 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 Adella 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 Sales 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 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 all right so those two features were for service model foundation and now I'll talk about a couple of other customer operations features as well so next we have unified customer identity employee as consumer and so what this means really is we're handling the situation where we have one user who could have both an internal and an external Persona so what this means is that a user could be an employee at our company so take for example um again a bank branch that user could work at the bank but also be a consumer at the bank which is their external Persona so what we're doing is we're improving the user experience by supporting that user as one user um with a unified identity and then using that context of whether they're working internally as an employee or externally as a consumer to show them the right things what this does is it really improves the admin efficiency because now that user can just have one account previously they might have to have several accounts if they want to have that different experience as that employee you know in the workspace versus a consumer looking at a consumer service portal so this is really going to unify our experience and we're going to continue to enhance this feature in upcoming releases another uh enhancement that we've added in Washington is what we're calling the service catalog agent experience so with things like service definitions um that ties together things like the products that a customer has with the services that are available for it with the case types that you would really want to be submitting for our customer um service definitions allowed us um in previous releases to collect all that information and make it easier to categorize what those pieces were coming from so whether it is like a particular product that lets you have a particular ular case type um linking those all together is what a service definition does now with all that great information we've also made it possible for the agent to find it a lot more simply so for the agent experience we want to deliver to them also something like a catalog where they can go through Browse by category so as you can see different categories for those service definitions that they can select and browse through as well as search by the service name or case type that they're looking for you can also uh filter out or not filter out but filter down um the services that are related to a product that a customer already owns so what we're really doing is bringing almost that consumer grade experience to the agents who are working here so this really makes it easier for them to select the service that they're working on most quickly so this is going to help with agent efficiency since they can really find exactly what they're looking for as well as get some extra help with that product filter and this will be able to be launched um whenever you're creating a case so anywhere from like an interaction or an install base for a customer can the agent can use this service selector experience and so we don't have demos for these two features since they are a little bit more um more of the the uh the context that we're delivering here so I'll go ahead and hand it off to my colleague Andre to talk about our final feature all right thank you very much Anita um so next up we have the exciting feature which is process experiences on Portal and with this feature we are extending or exposing playbooks externally to portal users so if you're familiar with playbooks it's a user interface that's available within the agent workspace for example but now we're externalizing that so it can be utilized by customers within a portal now uh playbooks as you may recall kind of breaks the user experience up into horizontal stages and then within each stage you can have multiple steps that may be required to be completed before you can move on to the next stage so playbooks and portal this will help simplify the intake experience of complex cases it's going to help improve the user experience by guiding the customer through their data entry process so you can imagine when you have a long running complex cas case that requires uh data entry over an extended period of time perhaps completing an application for example uh you would need to have that structure it also gives the ability to save and resume so if you cannot complete the data entry at one sitting you may need to come back you can save and resume the data entry process it provides the ability um or visibility if you would into completed tasks and any follow-up actions that may be required by the customer and at any point in time the customer can see the current status of the work that is being processed as well as the expected resolution time so check out uh process experiences on Portal Let's uh go to the next slide and roll the video you may also think of this Fe is the sound on it's good yeah the sound is going sure as Playbook on Portals buess experiences on Portal enhances the self-service experience by simplifying the intake of complex cases while providing the customer with full visibility into completed and pending tasks that may require followup let's take a look at process experiences in action here we have George Warren our customer on the homepage of the salano portal he wishes to request something George is immediately taken to a service catalog he can see the various Serv service catalog items and he wishes to request a new money market account he completes the details of his money market account request perhaps George needs to upload some identifying documents like a social security number and a driver's license next he reviews the details of his request at any point in time George can save his request to perform data entry at a later point of the day in addition to that he can simply submit his request now we switch perspective perspectives John Jason is a customer support representative he reviews the list of work that is pending and notices a new application from George he retrieves the application he can see the detailed information about the application that in your money market account is being requested he could optionally add Julie as a member to the application he can review the uploaded documents and most importantly he can assume ownership of this application to see it towards completion so he clicks on assign to me now we'll notice that the application is moved from initiate to pre-approval from Georgia's perspective the update is reflected within the portal he can immediately see that this application has now moved to the next stage going back to John John can now initiate other stages perhaps he wants to move on to data capture so now we move from pre-approval to data capture and in the data capture stage John is going to review the various documents so we have the social security number we have the business license the certificates Etc but perhaps we're missing the passport so he sends instructions to the customer that they need to upload their passport George is IM immediately notified of the request to have additional information provided please upload your current passport George go goes ahead and uploads his passport the agent then becomes aware that the passport has been uploaded and can go ahead and check it off we can quickly move to the next stage from data capture perhaps to due diligence and finally from due diligence we can move on to resolve now in resolution we may specify things like a resolution code or resolution information and we are going to propose a solution so we're going to define a resolution code and we're going to say going back to the portal we can now see that George has been proposed that the application is to be complete and he accepts it and upon accepting it we notice that the application is now uh hit the closed stage so there we have it process experience in Portal simplifies the intake of complex cases customers no longer have to wait for Black Hole support processes they gain visibility into completed and pending tasks they see the current status of work as it unfolds they gain insight into EXP expected resolution time check out process experiences and portals in the 2024 q1 Washington store release thank you all right uh yeah flip forward just so it doesn't or go go back to the previous slide just so it doesn't replay um yeah so as you could tell from that demo there's a little bit of uh ping ponging uh back and forward when you demo As you move from the customer experience to the uh agent experience and you can set up those processes to uh in the process automation designer to reflect whatever business process that it is that you're trying to replicate within that portal experience so check out process experiences on Portal thank you awesome I'll keep moving usess here there you go and now we'll go ahead and launch one more poll to ask about our customer operations features so we'd love to know uh which one of these features you're most excited about and again this helps us share this feedback with our um feature teams we'll give that uh just about a minute so that people have a chance to answer all right that is fantastic thank you every everyone for providing your feedback once again and I'll go ahead and just share the results here um we can see that we're really excited about process experiences on Portals um as well as that agent experience um service catalog agent experience and overall a lot of exciting new features in customer operations in Washington all right so those are all the features that we wanted to share with you today um before we reach the Q&A um just wanted to highlight a few of the different resources that are available to you um from the larger service now team um whether that's impact training and certification or expert Services thank you for all of you who have spent your time with us and hope your uh service now paths continue to be exciting and thank you again for giving us your feedback and asking your questions we will be following up and you'll be able to see this recording and the deck in just a few days on our community page and on our YouTube channel