well good morning good morning good morning good afternoon uh depending on where you're calling from excuse me and welcome to introduction to service now support uh this is a global audience and so we are so glad that you are here with us today um before we get started here I just wanted to just highlight this Safe Harbor notice and what this simply means is that uh we will not provide any forward looking statements in other words everything that we say today uh is as accurate as of today uh so that's just wanted to let you know that there um also if you're interested I know that you found this webinar probably on our service down Community excuse me but this is a series of uh hosted Live Events um with our live on service now it's an interactive event series uh if you want you can go ahead and take a picture of the QR code scan the QR code there if you want to see other uh events that we have coming up I will go ahead and pop this in the chat as well for you uh so you can have that to reference later on just a few housekeeping uh activities here so we will have a Q&A session um at the end of this webinar also let you know that this webinar session is being recorded and will be posted and be available in our service now community and we will be sending out a post weinar survey and we definitely definitely appreciate your feedback well with that being said who's this guy that's been talking to you here for the last few minutes my name is Marcus gray and I am a learning Solutions and delivery lead uh a trainer here within service now um and I've been with service now for about almost four years uh working in our support organization and I have the pleasure of of Hosting this event with one of my good friends and colleagues uh Mr Dean schagger he is uh one of our senior directors in our per one of our performance teams and he's a global leader within our support organization so Dean welcome would you introduce yourself yeah hey how you doing Marcus thank you for the um lovely introduction um yeah my name is Dean schwager I'm based out of Orlando Florida where one of our um biggest support centers are um located and you'll see that coming up in a slide shortly uh I've been with service now uh well next week will be 10 years so um wow been pretty much in support that whole time working across different smmes and um yeah I absolutely love this program I love this webinar it's a great opportunity to talk to customers and let them know how you know to get the best out of support and especially using the the now portal cool cool well so glad to have you Dean I think we've done a few of these uh sessions before so this is this is is exciting and I'm looking forward to it um so for our audience out there this is going to be a little interactive um and so what I'd like to do is I'm going to launch a poll here and the question is which role do you identify with so I'm launching the poll right now and so are you an administrator you're a developer are you a service owner or you a partner uh which role do you identify with righty see respon is coming in here and looks like uh so we have we have a good mix here actually um we have some administrators okay and some Partners developers and service owners this is great uh the the information that we're going to be covering here um is going to be applicable to to all of these roles uh so looking forward to it welcome thank you so much go ahead and end the poll here alrighty okay so here is our agenda our road map what are we going to cover today um we're going to introduce you to service now support give you an opportunity to be able to understand our approach and how we approach support we're going to spend a good amount of time of actually introducing you to the now support portal and then we'll talk about what happens Beyond self-service and we'll wrap up with a Q&A Dean you ready to get started let's roll man I love this let's go awesome all right so let's talk about an introduction to service now support in support here we have a very very unique structure where uh we combine our customer service support our Global cloud services and our product development teams and they're all part of this one unified engineering organization can you tell us Dean like why does that matter and what are the benefits to that approach yeah Marcus there's there's a few there's several different benefits to this um the fact that all three groups actually have a common goal um it sort of removes any walls or barriers between the different organizations so um either our infrastructure teams and cloud services or our um engineering teams in development um getting sort of word FR from the front lines of support you know what's going on with customers um so yeah the teams work very very closely and seamlessly together so um as a result to all all the approach here is that um everyone's aligned to customers and and the customer success um so yeah it helps us reduce some prbs certainly the hotter prbs you know that we see on the front lines and support we get that you know um seamlessly through to you know our infrastructure or development team so um we all report up into um our CTO um and you know and then from that there's a number of you know svps and um and whatnot across Ross you know the different parts of those organizations so yeah we're pretty for a large organization under unified Technology Group we're we we're pretty well aligned and pretty tight considering our size awesome awesome awesome now speaking of size right we are a global organization with many many many support centers across the globe um how are we able to really support our uh customers across the world yeah so look you see here a lot of dots a lot lot of cities um you know nine support centers uh across the different regions and you know we look after both our commercial customers and regulated markets uh I'm in the commercial space um so and and I'm based in Orlando so the benefit of this is you know where our customers aligned is where our engineers and support managers can be aligned um you know and you know we've got those more um uh difficult cases we can FTS which I think we're going to talk about surely yeah FTS so the common acronym around here particularly within support um the FTS is our follow the sun model tell us a little bit about this model Dean yeah look I'm I'm a fan of it um me it gives it it helps our our Engineers be aligned to our customers during um their business hours um and it allows us to have you know 24x7 support 365 days a year um and you know we hand over between our teams you know we've got some comprehensive procedures and and how we do that um so yeah I mean it allows um work life balance for our um for our staff as well um and you know it also gives customers reassurance and comfort that you know even though they may end the day you know if we've got a P1 or a P2 or a higher escalated case um if required you know um depending on the circumstance where we're following that investigation throughout the evening and you know aiming and hoping to answers for customers the next morning so um just because you know the customers gone to bed we don't you know we we'll pass these cases through the regions as required absolutely just that continuous continuous support cool cool cool so understanding our approach right um there are a lot of things that we do in support to be able to assist our assist and take care of our customers um but there are some things that actually kind of fall out of the purview of support so can you kind of really describe for us Dean um what kind of support we provide for our customers and what would be considered outs scope and how can customers get support that way sure so um in support or customer service in support as our title goes uh we try to focus on break fix um as an organization so um anything that's out of box um that's broken and not working um you know General quiries things like that will will help assist customers on so yeah that means anything that needs fixing on the platform or any application functionality um is in scope and that's what we'll work with customers on what falls out of scope is um you know a lot of implementation platform functionality testing or any customizations that customers um are developing on their on their platform um I will say in in in some cases you know there is a best efforts but we do try to you know make customers aware that you know we may not be able to solve this problem or we may need to get their original authors or developers or their Partners involved um but for the most part you know if if if customers are needing assistance in in these areas it's best that they reach out to um the Professional Services team will go to the service now now create site absolutely absolutely yeah um in addition to that um I know that uh some customers have all customers actually have account executives can ex count Executives help them as well too yeah 100% so um if you need to you know think you need to engage Professional Services or a partner you know start with your account executive and go from there um you know they'll be able to get you in the right direction um but definitely you know go check out that um um service now create site um you know there you'll be able to get you know guidance on you know real life experiences um you know a lot of community pages and different perspective on methodologies and success packs and things like that that you know other customers have done in the past on particular parts of the the platform or applications that they're implementing pretty cool pretty cool and I'll just kind of take this uh moment here for those of you in the audience feel free we have a Q&A option there um pop in any questions that come to mind as we're going into the presentation because we'd like to address those at the end um as well so Dean now we kind of know what we do what we're responsible for um so there are four different support packages available to our customers that they can select from but they each have a unique customer experience can you just kind of briefly highlight some of the differences between the packages and also let us know what's actually consistent across all packages for all customers sure so um the packages as you can see here they raise from base to total in the base coverage you know Focus um focuses more heavily on self-service for customers that that like that and prefer that um the support coverage from our support teams is limited to you know um 5 by by 12 um 7 to7 um based on the customers local local time um in addition to the self-service you know um in Bas we've got guided Advanced and total where you know customers can have got access to that whole 24 by7 coverage that we talked about um in well the the global map we had there earlier but with the advanced in total packages you know um there's some additional things there um around impact squads um these consisted um these squads consist of having a success a customer success manager a support account manager and platform architect so um you know regardless of that all of our customers you know um the support package when it comes to p1s everyone's got 247 support um when it comes to a P1 um disruption or anything like that so um anyone on face just wanted to make sure everyone understood that in a P1 situation you're not waiting 5 by by 12 you know we've got you 24 by seven in those P1 circumstances absolutely yeah because I mean availability is you know key for our customers and we definitely uh want to make sure that we ensure that uptime and availability for our customers and their pertinent issues so awesome thank you um with that being said out of those four packages right let's actually talk about response times and what can a customer expect when they engage support sure so as we move from base to Total um you can see here on the table that the times adjust um depending on the the package um so with the advanced and total packages you can see they're the quickest um response times um so you know and that kind of you know structures through the um the p1s p2s and um p3s there as you as you can see um look it's very important that customers do understand around these timings um the response time represents the actual um first time that um our engineer will grab the case review the case do some initial triage and respond to you um it's not resolution times so we do have some customers that that get confused with that um so this is the initial time that we pick up your case we're reviewing it looking at um what's being asked and having a quick look at the system to see if there's any um quick um issues we're seeing um or you know in P3 cases there may be a really quick and easy KB that we can um respond to straight away so um yeah uh that that's that's our um SLA response times um and I see that um uh shiv Kumar is asking a question here around um does this um is it applicable for nonproduction we don't discriminate when it comes to production or or sub production so um regardless of what instance um environment you're logging the case on it's all the same all these um response times are the same awesome thank you for the question cool cool cool alrighty um as we kind of go through the agenda Here We Really Gonna kind of get into the nuts and bols here and talk about our now support portal right and so now support portal really is the best way for our customers to experience support in service now and how do we get to the now support portal um the now support portal is our one you know your One-Stop shop for your self-service help your support instance and us use user management and just so much more uh but before we talk get into that I do have another poll here what I'd like to know is out of the folks in the audience how many of you actually self-service now or you self-service now do you it nope you never tried it or what is self-service okay now I got a mixed bag herey okay I love it I love it I love it alrighty so um the majority of uh our audience right now has not tried it so this is really good this is going to be a good introduction on what you can do there um in self-service cool cool cool alrighty and just post the results there alrighty um so how do we get to the self-service portal the now support portal what you want to do is in your browser you can go to www.s support. servicenow.com um and it's as simple as that and so when you get there what actually happens you'll get here to what we call your now support uh homepage and I will say this if you need to ensure the security of your health a security and health of your instance um if you want to view information schedule clones activate plugins password resets 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 and changes users key contacts this is your place and so I think it really goes without saying that this is your place and I want to take also this opportunity to really just call out on in the lower right hand corner you'll see uh this highlight here it's KB article number um you'll see this throughout the presentation and what that simply means is that there's additional information on a particular topic that's actually being covered on that slide um and all of these KBS will be included in the resource section of this deck which will be posted on the now Community after the webinar so let's actually get started here so I'd like to just kind of focus on the instance dashboard um and you can simply get there uh by clicking on instances in the instance menu bar and selecting dashboard now Dean what are some of the activities that customers could do here yeah what I like about this page is that you know this allows customers to look at um realtime status information um certainly around um uptime or availability um looking at current versions of their particular instances or environments are on any scheduled upgrades that are coming up as part of our um uh a patching program uh changes or any outstanding cases that that are outstanding um with with your account so um using the um actions tab um then then customers can then also take the actions you know that they may need to do against um the particular instance as well cool cool anything you want to add here um no I think you know a lot of customers um uh at service now Pride themselves on being able to be self-sufficient ient um and self-manage um you know so this is a great way to to get familiar with your instance um and you know answer answer some of the more basic things and Bas basic Administration functions that you can do to be self-sufficient in um you know looking after your instance cool um the other place I actually want to touch base here is on the maintenance center now this is a dedicated place for our customers to view track and engage with their maintenance Communications on the now support portal so when you click on the existing records right what are what is some of the information that the maintenance center is going to be able to display yeah the maintenance center typically displays um you know the most recent communication records for any maintenance that's up and coming on on a customer's instance uh I mentioned earlier the patching or upgrade program any records relating to that and any communication records that are outstanding that that need customers attention yeah yeah and I'll actually make a note here so um com there's case records which actually begin with the Cs um acronym but com Records begin with CM so it's just important to note that there is a differentiate differentiator between case records change records and Comm records um Dean why is this feature so important for our customers yeah look the maintenance center allows the customers to stay in the loop um of any recent Communications or you know again Communications Paramount letting you know what maintenance is coming up that we need you to be aware of um you know and and this can be accessed directly from the um now support homepage uh it's an easy way to see Communications that require any um action um for customers as well um you know and and part of that it allows them to ask questions and or acknowledge these important messages so we know customers are aware of um you know things that are that are happening that we want them to know about pretty cool pretty cool that's also on the com record absolutely absolutely so I think we got a little bit of the lay of the land here but let's actually talk about how customers can get the best out of their support experience using the self-service features so to get there when you're on your support uh landing page you click on the get support which will be in the upper right hand corner um and once you click there it's going to bring you to the get support landing page and let's see where we begin here now Dean if I'm starting my support journey and it sounds like a few people here on the call are starting your support Journey have not having previous experience with the portal where would you recommend I begin uh my exploration on the portal yeah first of all you know if you are new I'd go straight to the get to know support area um here there's there's three main resources that will give you the information on how to get started so um clicking on each of these resources will bring out a side menu um for any additional options right H yep and in the getting started section what you'll learn here um about now support is and how to get the access um and how to also access the now support mobile app um what I like about this section Marcus is the now support uh is the now support checklist that we have um for on boarding customers so you can um check off any key tasks that will help you ramp up and get on boarded with um now support get your users on board with now support um in fact some of the checklist items will be covered in the the session a little bit later um with regards to the um using now support section um we focus on um each of the key roles um that can use um support now from an administrator to a partner um so those roles determine who can do certain things on behalf of your organization um lastly uh is the my service now section um this is one of those places where you can manage your own profile account preferences and things like that that is awesome I think it goes without saying on that using now support um section here when we did our poll earlier for the roles that we identified with I think um we had a good Merit of uh different roles uh present here on the call so i' just like to just kind of put highlight that that if you are follow fallen in one of those roles that there are specific tasks that'll help you be able to get started and using the portal this is great um so I think it's safe to say or safe to assume I should say that our customers know what a knowledge base is like it's a it's a collection of easily discovered uh knowledge articles that cover various topics connected to the platform but what I think is equally if not more important is actually how we hear at service now use our knowledge base so let's start with access how can customers search our knowledge base um yeah so customers can use the search box under the um how can we help um function there um they can ask a question or you know do a keyword search um you can view the entire knowledge database by following the links in the lower right hand Corners um but not only does this search our knowledge bases but it also searches product documentation Community posts um on you know the search criteria that um the users put in so here at service now um how do we manage our knowledge base yes so we use KCs or some folks may know that as um knowledge centered support um to manage our our KBS and our knowledge um databases um for our customers so this means that our Engineers are actually um updating the content where where to make sure it's relevant um and where they um investigate a case and they find that we didn't actually have um a knowledge article on how to resolve that we will actually go ahead and create that make sure that they they're updated appropriately and they're accurate so we do peer reviews and things like that so as as we find there gaps in our knowledge we get it out there as quickly as possible again coming back to that sort of um Community or culture that our customers have that they they like to be self self- serving now what is the benefit for our customers with using this approach actually yeah look the fact that the aru are regularly um refreshed um you know with the newest and most accurate information you know we do um do some reporting to see where particular knowledge articles aren't getting um enough enough hits or they're not relevant anymore and if they're no longer relevant we'll archive and things like that so we do have a team dedicated to this um so what you see there is pretty comprehensive and and again I'm going to reiterate the fact that you know when you do do a search it's not just on the the KBS it goes across you know the product documentation and the community so um it just brings in a wealth of Knowledge from all different areas pretty cool pretty cool uh so kind of back to our landing page now on the Le hand side there are a list of frequently used resources um we're going to spend uh the next few moments here just kind of really exploring these resources stting with the patching and upgrades um the patching and upgrades really are you know a major task for our customers together they really enable our customers to get the most of the value out of their service now um platform experience by really taking advantage of the Innovation available in the new releases the new families and the latest security performance and functional fixes Dean what do you think are some other takeaways that customers can get from this particular section yeah I think one of the biggest on and um controversial and confusing ones at times is is probably our patching program or end of life um upgrades um you know there's fundamental information about um patching and upgrades here um there's a number of things that can be learned you know for instance there's um a video on how to actually um upgrade an instance um this is where we describe the process you know from planning to testing communicating um and applying a service now instance upgrade so you know this information's also in our um um product documentation as well U what's also cool is that um you can self schedu your patching and upgrading um from this page as well so um service now will determine um or give notice of of when um end of life patching is coming up as part of the program um but we totally give you self-control to go and schedule those things yourself uh um so you can do that within your means of time be before um you know the scheduling that we've um set up as part of our our policies oh perfect perfect perfect um another section I want to talk about is uh the Clones right so what is a clone using system clone application really just allows our customers to copy everything from one instance to another and it's usually done from a production instance to a prepro instance to test changes um kind of validate information um here we have a lot of information about uh clones um issues related to the Clone issues articles and stuff like so forth like that Dean tell us like what happens if I want to know more about how a clone works yeah look I sound like I'm um really campaing the knowledge base here but look that that KB number that you've got there Marcus um that's that's our clone Basics KB um that's where you're going to get the the most fundamental information and Basics about how clones work um different cloning options how we do roll backs um any particular data server configuration that's required and a whole bunch more so if you're new to all this which again this audience sounds like they they're pretty new here definitely go check out that KB if you want to understand um how clones work and um how you you know best practices and guidelines and things like that now what happens if I have an issue with the Clone or if I want to be if I need to begin troubleshooting with uh with a clone issue where would I go there yeah there's there's other KBS out there around um clone FAQs um or I think so it could well be within that that um that KB um but in in that FAQs we've compile compiled um a list full of you know frequently Asked clone questions you know asked do we can always get asked by customers um here in support um so there's a whole bunch of Clone tips and tricks um you know best practices and learning how to use the the decline process pretty cool pretty cool um the next section I want to cover is the instance management section where we have management activities that um I will say some of which should be com performed with caution uh what are some of those activities Dean yeah look it include you know um retiring instances renaming U restoring for example you know you may know no longer want the need for an instance or you may want to revert back to a certain point in time you can do all that here awesome um you know a couple other things to note here right some of these AC these are all automated actions um so in other words once you submit them they will get process uh and again some of those activities can only be performed on non-production instances I.E restoring instances or Z booting but uh speaking of which what's Z booting Dean yeah um yeah certainly not something we want to do on a production instance so we don't allow customers to do that um there is a quite a rigorous process you know the very very very rare occasion we need to do that so ZB booot is pretty much you know restore factory settings so um if you need to completely reset um your instance and have a brand new outof the Box configuration where all your customizations and configurations are going to be wiped away so it's pretty much that restore factory settings that you'd have on your on your mobile phone or your laptop something like that but your service now instance got it so there's another feature I'd like to highlight here and this is the inst instance troubleshooter um what is that and why is that important yeah the instance troubleshooter app it enables um you know CIS admins um administrators to troubleshoot and resolve um issues directly with their production or sub production instances or without the need to reach out to customer support and uh how does it actually work so the app loccation it runs um some diagnostic checks U on some of the mo more common um configurations um related to a number of different products or services on the platform um the findings are then shown on a summary screen along with recommendations to customers on how to actually go ahead and fix them so the action can be taken to implement the fixes and verify the resolution of the actual issue so um if the issue is not fixed though um with the provided information that the um application provides you know you can use the troubleshooting um summary results and then you know if needed open up a case with now support which will go through to our Engineers oh cool definitely something that I think will be helpful for um our administrators on the call yeah again it all comes back to that self-service absolutely so in addition to you know our knowledge base our known error portal is really a handy repository of known errors on the platform that have either been found or reported then why is this a valuable tool for our customers yeah look we we um we like to push this and be very transparent um with the the known errors um it's very important because with these known error articles it describes to the customers any um potential causes of issues that they're seeing within the system but more importantly if we know um the the steps to reproduce that the customers can validate against that and certainly you know while we're waiting on a prb or a bug fix um to be applied to a later uh family or a later release if there is an actual workaround um that can be implemented we we'll have details in that known error article and steps for for customers on how to actually apply the workarounds um until you know the there's a permanent fix available in um a later family release or patch um what we do need to keep in mind though that um not all the known errors will affect all users um so yeah that's why you can automatically um show known errors for your production release um or simply browse known errors um that you know you describe subscribe to that's cool um you know I know this is a really valuable tool for our customers um and uh we're in to improve it update it uplevel it just to improve the overall experience for our customers alrighty we talked about a little bit of automation um let's just really focus in on really quickly on the service catalog which is really a critical part of the platform um that really allows our customers to dive in and take action of their own often without the help of the engineer um what are some of those uh top self-service requests can you just name a few yeah look a few a few that come top of mind is you know um and probably one of the more common ones is activating a plug-in requests so um plugins are how um we we manage those extra features on the platforms so most plugins can be activated directly from the customer's instance um for any plugins that don't show up on the list um on the the plugins list on the instance um you can request on the now support um portal to ask for an activation um another common one um especially when I was working in our Integrations team that deals with a lot of network issues is the my IP information so because service now can be integrated with so many other you know third party endpoints and and and systems either inside your company Network or you know with some of your service providers you may need to know the actual IP address um that will be sending or receiving any particular traffic so for example your your network administrators may need to add these IP addresses to you know a War wh list or something like that so what's cool about this is the um this catalog is that we use our own workflows to automate the processes um so that you um you know can run run your own queries and run your own um catalog items there on the most common request you without having to you know talk to an engineer or reach out via a case or anything like that so um if you want to see all these automations that we offer um select the view all which will take you to the entire catalog pretty cool pretty cool uh one other feature here that I think is really important for our customers and our partner administrators is really maintaining company contact information keeping that accurate and keeping it up to date so this section really provides uh various account management activities that administrators can perform Dean why is it is important yeah look um just speaking from personal experience um you know we're in cases where if we trying to chase customers or trying to um uh and let you know about something important you know we actually you know uh our managers are Engineers our senior leaders we actually go and look at that information um so company contacts are absolutely critical um not just for communications from coming from service now but when we need to follow up on any you know um issues that we see or assistance we need you know on a case and things like that so for example um company contacts are notified by email um so if there's a mass outage um or an issue affecting your company instance you know we want to make sure that those Communications are getting to the right people um So Pro tip is that it we strongly recommend that you have at least a minimum of two now support administrators um in your account at all times um then in the event that you know one person's on leave or unavailable or something like that um you know we like to ensure that there's no disruption to any management of your instances in the in the portal what would you say is the impact of not having updated contacts yeah um look you're going to miss out on you know those important informations you know particularly around those Mass outage situation so um you know we want to make sure customers know what's happening on their platform you know based some of the alerting and and things that we have in place and where do I actually go to manage my contacts yeah so um if you click on the the dropdown next to your name um then you select manage account and users so this will then show you all of your users and then to actually add remove or update your contacts you then click on the account contacts now from here you can manage um you know who who are your admins who are your business um contacts your your support contacts your Technical and security contacts security contacts is another important one you know if we we see a um we have a security case and we need to talk to someone in your csio or something like that very important to keep that up to date so even more you can see um uh details here of your support account manager and your account executive as well so these are some key contacts within your organization sorry within our organization that are very closely partnered with yours absolutely absolutely uh thank you for that um so as we kind of round out our tour here the now support um portal I want to call out two additional resources that really will can help our customers the first is our video tutorials so did you know that customers have direct access to our now support YouTube channel right inside their portal and what's even cooler about that is that the latest videos are loaded automatically for you so you never have to worry about missing out what can our now support YouTube page do for our customers look this is our official destination for now support product um documentation um this channel is going to help you get started with products and features it's going to help you understand Concepts processes uh and learn how um you know to perform comp complex tasks on the on the platform as well so content always getting uploaded um amended so yeah another great resource for customers me me personally I hate reading through documentation I like pictures so you know going to videos and getting those quick wins and then having the subsequent documentation should I need it I mean that for me personally is is is awesome so yeah go check out that that resource and in fact I did pop the link to our YouTube channel um in the chat there for those of you uh that are watching alrighty the other resource that I wanted to call out is our service now community so you may know that uh they always say that two is better than one so this is why really our community is very important and our service now really here at service now and in our community we have over 455,000 active users across the globe that is a huge huge Community right um and coming together everybody really plays a large role in the overall experience um Dean what are some of the highlights and benefits of using our community yeah the the S now Community um I've been saying it all the way through this this webinar customers love being self-sufficient but then they also love sharing their experiences and knowledge and and things like that so this is a great resource to go and find answers um in different forums different product hubs you know connect with peers there's different events in different cities and regions you know learn from blogs and articles um related to products and solutions so whether you're a customer you're a developer you're a prospective employee or a fan of the brand you know that this community is for you um I was a customer prior to um joining service now and I use this thing all the time if um there was a particular part of the product that nobody in my particular region was was playing with I went to other regions and you know um got the things I needed to get started so super super helpful tool so during our recent refresh of the community website we actually introduced what we call product hubs and these are hu highly cure rated collections of really the most relevant information and important content that you're going to need on your implementation Journey so we've actually broken this out in four stages uh that most customers We Believe go through and that's getting ready configuration go live and optimization um and being able to do more uh by the way we still do have for for every single product just in case you want you don't get your questions answered so I really believe that if you would agree with me Dean that the community is a place that customers can really you know tap in um to you know other resources beyond the self-service um where folks are not even just other customers but even support Engineers our support organization participates in the community as well is that correct yeah 100% we we encourage our Engineers to get in their as much as possible when then when they're not solving cases um the other thing I I'd highly recommend is um go have a look at the snugs or the service now user groups in your area um again when I was a customer 10 years ago this was um so valuable and and meeting and greeting other people and understanding how they're using the product um getting tips and tricks and you know uh everyone was more than happy to to share information and knowledge and that that's what I love about the community most pretty cool pretty cool uh one last poll here for the group here um now that we've covered a lot of the self-serving options here and all the features uh my last question for you all is what feature are you most excited to try is it the knowledge base service catalog video tutorial service now Community or all of the above all righty good stuff so sounds like most people uh want to want to try all of the above pretty cool I love it awesome alrighty so let's just talk about Beyond self-service and what I mean Beyond self-service is what what happens if you can't get your question answered via self-service um and you actually want to get engaged support um and we understand that not all issues will be resolved so uh by self-service but we do have Engineers that are eager to help um Dean when it comes to creating cases what are the best practices that customers can follow yeah look I think you know everyone on the call here everyone's working in it or has worked in it you know um when it comes to login cases and providing your your vendor with um you know support questions or or issues just be specific as possible right um include as much detail as possible you know any attachments screenshots error messages you're seeing um steps to reproduce so let us know what steps were were taken um before you encountered the issue so our Engineers can try and replicate it um themselves on on a test instance and and things like that um going back to what we were talking about earlier around um contacts just make sure to add any teammates to the watch list um on the case so any others that you who may be working on this problem with you they can be kept up to date with um the the updates coming from our Engineers um the other thing it's very important to um capture as well is the the business impact so we can um make sure that the case is prioritized appropriately um so make sure that we're serving you based on the the business impact so when we're creating a case um I generally recommend um you know asking you know some of these key questions like what is the issue exactly um is the issue occurring right now can this uh issue be reproduced in a sub production environment um does the issue only affect specific users or particular groups or how many people are being impacted you know coming back to the business impact uh or does it impact everybody um and when was the issue first noticed so um keeping all that in mind you know if you do need to get in contact with an engineer that's assigned to your case um I always recommend the customers to pick up the phone and call us um directly especially if it's urgent um you know uh some of our customers have built great relationships um with their account executive um or their Sams but you know I strongly encourage customers to call the the 1800 numbers that we have around the world um you know reaching out to the account team or your support Account Manager on a case is is most likely you're just going to cause some delay best to talk to the team who's actually um resolving things for you um and I'd save that that Ace card where you do want to you know talk to an account executive about your case save that for maybe an escalation when you know unfortunately you know the escalations happen where we may drop the ball from time to time um you know if we're not doing our job properly yeah go please do that but in the first case please please please call us um our phone systems are are rigged and um programmed or configured to go to the assigned engineer if they're online and available um failing that it'll route to somebody else in their team so um please pick up the C phone talk to us especially when it's urgent absolutely absolutely um great insights on really submitting a case here um just really quickly walk us through what happens after a case is received by support what does a typical case flow actually look like yeah so when a new case comes in as uh created through the portal it could also be um uh we haven't got it here but it could be from our um alerting systems as well where we'll send it straight to ourselves um but once the case is created our machine machine learning engine um looks at the case details and information provided and does its best to get it to the right team so um we have a number of different umme areas within support um Marcus mentioned that I'm in the performance team that's one particular um So based on the information provided and all the drop downs and things selected as part of the IRP it'll go through to um um the appropriate team well if it is a complex issue um what does happen is you know so what I should point out first of all is the engineer will work the case and and I want to emphasize that our Engineers aren't sort of first level help desk folks like they're actually developers system administrators dbas that have got those extra you know soft skills to work with customers um you know not hidden in a in a data center somewhere so our um Engineers are highly skilled um and with the the knowledge bases and all the training that we have um there's a good chance that they'll fix this case themselves and move it to solution proposed however coming back to the complex cases there are you know the platform's getting more and more complexed and customers are using um uh our platform in some funky ways so in those cases you know we will collaborate with each other in different teams so I mentioned I'm in performance but let's say there's a you know a slow API or something like that happening or a slow import set my team will work with the Integrations team so that's how we're kind of talking about you know collaborating with second leveles and things like that so we work with each other um with that in those super super difficult ones we will you know coming back to one of our first slides about our whole unified Technology Group we will go and um directly access of our infrastructure teams um uh development teams product development um networking you know all all those appropriate teams so even though we're engaging all those teams our engineer is the the main contact and they're going to be the primary contact for you through that process so um that's pretty much at a very high level how our case workflow Works Marcus awesome thank you thank you and I'm glad you highlighted the fact that uh bringing back that unified engineering approach 100% the last thing the last thing I want to touch base on uh before we wrap up here um we always say that feedback is a gift and here at support we love to get feedback from the cases that have been closed out can you talk to us really briefly about how important surveys are to support and how we use that feedback yeah this one this is a topic actually quite near and dear to my heart because yeah um with without the customers feedback we're we're never going to improve and do better um but I mean that that's sort of making assumptions that the only feedback we get is is negative or where there's coaching opportunities um but here at service now our managers read through all the surveys um we do have a process where if we do get you know a not so flattering um survey response we have a a process in place um that will make sure that managers review this and will most likely reach out to you for for more information or at least discuss what actions they're taking um but more importantly it's the the good stuff as well we want to hear about that because quite honestly we use that feedback in our daily stand-ups with our Engineers um so folks can see you know what are the right behaviors and the positive behaviors that our customers are loving um that you know result in a great positive customer experience so um please keep that that feedback coming we do use it um so you know um the survey will ask you about the quality of the service um but it also ask you some questions around the platform as well so you know were you satisfied did the um assisted engineer understand your actual issue you know was it the response timely and was more importantly was your actual issue resolved so please please please when you see these um surveys come through we do use them um and we only use this to you know continue our qualitive service and seres you better awesome awesome so that is great um Dean we covered a lot today um and we just have a few minutes left here um so two things I want to uh mention here uh just the key takeaways uh so for me three things that actually stood out was just one use the now support portal it's a robust selection of self-help options to help us help you get the support that you need I should say uh number two join the community it's a resource like I said we have 455,000 active users on there so please please please uh be a part of that experience and then lastly when you create a case make sure we're thorough and because we love details and in fact it helps everyone and other words help us help you uh I do want to share that we do have some helpful resources all the topics that we covered today uh in today's session uh those key KBS are available um in this particular deck already hyperlink and available for you as I mentioned the deck will be posted on our service now Community where you found this webinar alrighty uh I do want to just open up the floor uh does anybody I don't see any live questions uh in the Q&A but if anybody has any questions uh feel free to post those in the Q&A here uh so I'll wait up a little bit to see if anybody has any questions as people may be thinking of questions I just want to leave you with a few reminders here number one register for our service now community servicenow.com community visit our support portal that you all learned about today which is support. servicenow.com and then also visit our YouTube page which is youtube.com userservice Now demo um so thank you Chris for that comment alrighty um in the interest and the respect of people's times if there are no more questions I want to first thank you Dean for co-hosting with me it's definitely been a pleasure I want to thank all of you that have been attending uh this webinar session I hope that you are able to learn something new and take something away and from here at service now we wish you the best um in your journey here with support and with service now thank you everyone for attending I hope that you have a great day take care [Music] marus you're the feeling I cannot deny you're the father makes me come alive a love that I can't hide it's burning deep inside where I I got