all right good morning uh hello everyone thank you for joining us today for today's live on service now session our the title of our session is reimagine your help desk streamline support with walk up experience I hope everyone's as excited as I am I'm going to be joined today with aswath KR and sidarth Pandy we'll start off today with our Safe Harbor notice for any forward-looking statements any items or questions around roadmap that is covered here uh and we'd like to also encourage everyone to join us at Future webinars and 360 exchanges as I mentioned earlier today's session is a part of the live on service now series a curated event series to connect you with service now experts and peers that can help you deploy your products and achieve value F faster we hope you join us again at another webinar or 360 exchange you can see the schedule by scanning this QR code in front of you or using the link in the chat so let's begin with a few housekeeping items we do want to remind everyone that we've saved time at the end for Q&A but we also encourage you to please enter all of your questions as we're presenting and they'll be answered this presentation will be recorded and shared on the service now Community additionally after this event you'll be prompted to fill out a short survey and so thank you ahead of time for your feedback let me provide you uh with a brief overview of today's agenda we will start out with what is walkup experience we'll cover what do customers gain asth will lead us through a deep dive into a demo of the product we'll provide you with customer usage insights and Sid will provide an HR appointment booking review and as I just mentioned we'll be be providing time at the end for live Q&A so today's speakers include as I mentioned earlier our walk up experience PM aswa my name is Eleanor I'm uh product manager here at service now and then the session will be tied up by by sidar Pandy and to get us started so we understand where everyone's coming from we'd love to start with a poll and understand um where everyone is and how new they are to walkup experience so hopefully that poll launch and good everyone's interacting um so the options are that if this is is your first time learning about it if you've heard about it but it's not installed at your company or organization if you have it installed but want to expand the use cases you leverage it for at or if you are a mature user um after implementing walkup experience during the remote work expansion um over the past few years I'm going to give us a full minute uh to answer because they're was born in all right fantastic so of those of you who were able to respond it looks like we've got a good uh split among uh we have uh 35% is their first time learning about it really glad you joined today um and another 30 5% that know about walkup experience but haven't haven't had hands-on experience at your organization so this will be a great session and we're super excited to inspire those of you who want to expand your use of it all right so walk up experience let's look at the personas involved in who benefits from Rock up experience what their requirements are and what are the pain points and needs that walkup experience needs so although walk up is applicable so although walkup is applicable for multiple use cases we're going to start with the case of a tech Lounge as the use case for which the product is most often used by our customers so by walkup Tech Lounge I'm describing any location that provides employees of an organization or company a place where they can get support from their it needs for their it needs and issues as as you know it might be VPN might be Wi-Fi it might be laptop issues ETC and at walk up Tech lounges we have different needs for different p personas in this space so as you can see here we have the employees who need support on their IT issues and they visit as needed in an ad hoc manner then there are the agents or technicians that support the employees in resolving their it needs and finally making sure that this Solution Center operates smoothly we have Tech Lounge managers or admins responsible for efficient operations and positive results and in an effort to continuously update and improve the services their team needs to provide they have to continuously innovate so how do we solve for the requirements with service now walkup experience solution well here at service now we developed walkup experience to enable organizations to create and manage an on-site support Channel where requests and issues are resolved by experienced agents in person and in real time I'm going to be providing a high level overview of the main pain points that we see customers leverage walkup experience to solve and then oswa will be providing the live demo so again before I answer all your this question I want to know um everyone's current knowledge so how many good this the second walkup poll should have launched how many discret use cases do you think walkup solves for customers leave us a little bit of time here all right well we've got about two-thirds of the participants um that are live with us today so I'm going to end the poll and share the results and for how many discrete use cases does walkup solve for customers you are right the majority of you said over nine and that's correct the walkup experience does not solve just like one one small Niche it really can be leveraged for to solve all the pain points that we'll discuss today so as I just highlighted walkup experience tackles key requirements for different types of users while devel delivering compelling value props you can see employ employees Service agents and manager managers or admins here that all benefit in multiple ways from leveraging walkup experience at the top we have uh the top three which are the means by which a customer can book appointments or directly walk into the walkup location next we have the agents using service operations workspace who are able to manage all of their work items on a central a agent workspace continuing on agents can use agents using shared kiosks and stock room management tools can manage daily operations and requests on hardware and software consumables and then continuing on to admins in today's demo we will also see the admin dashboard that managers can use to continuously improve performance and operations based on customer feedback and operational data additionally we have seen customers streamline operations through skill-based routing to manage and allocate subject matter expert resources efficiency efficiently so now let's Deep dive into the top use cases in today's demo but before we do that for c for walkup experience Omni Channel experience here is a diagram of the different options for an employee or end user to get their it issue resolved first on the left we have appointment booking which can be done on your phone through now mobile app or by logging on to employee Center to make an appointment for a specific date and time additionally walkup enables users to create an appointment at their convenience at the tech Lounge through their on-site employee portal second on the right we have q checkin to receive it support on site online or via the mobile device so now with that introduction let me now turn this over to aswa for a live demo of several examples great thank you so much lar for that amazing introduction on walk up experience I hope you can see my screen um yes yep great so let's get started with our Mo so as Elanor mentioned walkup experience is an application with which we can manage both the employee side and the agent side of your experience now we have had a lot of use cases being solved using walkup experience customers have used walkup across a variety of Industries such as banking you know universities have used it as student help tasks HR use cases about which you know we'll have sidat from our employee workflows explain on how they're planning to leverage walkup experience for their use case and of course the most used use case as lenr said the tech launch so for the sake of our demo we'll consider a scenario of a tech launch now although we have four personas in the walk up the admin manager admin class manager role um the technician and the end user or the employee the admin and the manager have a major role in configuring the walkup locations and managing the day-to-day activities so as of now for the demo um let's focus on the other two personas which are technician and the employee so technician here is a person who is skilled enough to solve the it related issues faced by the employees of organization be it Hardware Hardware related issues or a software related issue and now let's assume that I'm an employee who's currently facing an issue with my laptop reboot and I would you know want to get it resolved immediately for which I would directly head towards the walk up Tech launch um in my company so Tech launes are enabled with a tablet kind of a device using which employees can check in into the walkup location and get help so when an employee enters a walkup location this is a screen that will be visible to them on their on the tablet device using which they can check in so we have ensured that we create a seamless and a very quick experience um for the employees while they while they're there at the walk up um you know Tech launch to get help so all they have to do is to you know enter the email name or mail ID or choose one from the drop down list let me just select one of them and select a reason for visit now this is again custom configurable each of the walkup location can um add a list of reasons for which they would like the end users to visit the walkup location for let me just choose one uh say for example something is not working and then just click on check in so you can see that there'll be a popup message showing that you first in the queue and your estimated weight time here it shows that it's zero minute because there's no one ahead of you in the queue Now quickly after you know a gap of 10 seconds or so the message disappears and that particular tablet device is ready for the next person to check in using the same device now in case if you're are a guest of the you know organization or you're a non-employee of that particular organization but would still want to get some help from you know the walkup tech launch you can use the you know uh cannot find your email uh or name button here and then log in as a guest and get the support so this was the experience of how you can check in inperson at a tech launch now there are other services as well that we offer now as soon as you have checked in into the tech launch you'll be waiting there in the queue for your turn to come if there's a huge queue ahead of you so this is something uh this is another capability that we provide through walkup experience which is um this is the screen that will be displayed on an LED device at the tech launch where you can see you know your estimated weight time time who's being currently served who is up next and the weight time for which you have been there so again um as as as and when um you know uh employees keep checking in at walk up Tech launch they'll be added to the queue and their wait time will be displayed here so this is one so as you move to the top of the queue you'll be you know um um called in by the agent to get your it support and once it's done while you exit um the tech launch you will also have again a tablet kept at the exit just to collect a user sentiment survey on how your overall experience at the walkup location was using a single tab on these emojis just to capture the sentiment of end users so now we have seen the experience of you know um checking uh inperson check in at a walkup location now as Elenor explained now that's not the only way we enable the end users to reach out to walkup location this was one way the next one is through inperson checkin I mean online check-in so for which um just give me a second while I yes I'll impersonate as able tutor assume that able tutor is an employee of the company who's looking for some help from the um you know Tech launch um I quickly go to the employee service portal yes so um while Employee Service portal I'll just tell you what it is so it is basically a unified portal for the employees to access services communication applications and tasks so it's a One-Stop shop basically to get access to all your uh services and access to service number applications now if you see here you can see a widget called walk up visits if you click on that you can see that there's no upcoming appointment right now um U for you so you can click on plan your visit if there are already you know plan resarch or if you have booked an appointment already you'll be able to see that available there and okay so this is let me just for the demo purpose I'll quickly change to Hy Tech launch so ideally the if you have enabled geo location on your desktop the um you know walk cup will detect the closest Tech launch to you and it will show the corresponding Tech launch experience so this is an experience that can again be customized for each and every Tech laun you can have an image you can have a short description about the tech launch you can show you know the hours of operation you can show also you know add um special instructions like these where you can um tell the employees that the check-ins will end 30 minutes before the closing time and so on and again so one method of getting help is joining the queue or checking in in person or online that we'll show now and the other one is schedule and appointment so again this is um customizable say for example for Hyderabad Tech launch we can see that the person can check in in person check in in person and check in online as well they can schedule appointment both in person and remote now what we have observed from our customer is that postco we have seen a lot of um companies um where their employees have moved to remote um um you know working so they'll be requiring uh it support remotely right from their home so we have added this particular capability where employees can um you know get um it support remotely so again this is for scheduling an appoint remote appointment now um in case if the you can also customize say for example if I go to San Diego Tech laune you can see that they do not have a in-person physical walkup location because of which you're not able to see the option called join AQ they only have the option to schedule an appointment and it's only through remote appointments you'll not be able to get in person appointment because there's no physical walkup location so all these settings are custom configurable you can add change different types of you know appointment booking or iners seconds so let's go back to hyat Tech launch um yeah so again moving back to our example on check uh you know checking in online so there might be scenarios where usually your walkup Tech laune is pretty occupied and you would probably the employee probably might not want to go to the tech laune find out that it's highly crowded and then check in and wait for probably an hour or so till your turn comes up so what he can do is he can directly check in online right from his desk um see if you can see here he can see the QE status of who's being currently served and who are all the people already there in the queue if you see um we checked in inperson uh on the profile I five minutes ago so you they can see who are all the people up next waiting at the tech launch and um you know you can select reason for your visit um mention say for example I mention laptop refresh and then check in so so you can see that your Q portion will be 2 minutes and then your estimated weit time is 4 minutes because um elen um will get his particular issue sorted out in 4 minutes so this particular um time that is seen here it's the time since when the person checked in and this is the estimated weit time for your turn so um the employee can go to the tech launch after 4 minutes when his time uh is there for getting support so if he wants to even cancel out he can you know click on just leave q and then yeah he can just still leave the queue right from his location as well so these were two ways of checking in into the queue in person and online let's try out schedule an appointment so again you choose a reason for visit say for example if I click on non mobile support and then I'll have the ability to choose a slot from the calendar slots that are created now we have a capability called variable time slot using which for every reason we can create custom time slots one our slots depend like um say for example ideally for um nor Mobile support the admin would have experienced that the it it ideally takes an hour of um you know it support for the employee so they can create one hour slots in case if it's require you know if it just requires half an hour slots you can also create half an our slots um say for example here for VPN we can see that there are half an our slots created and again the time can be custom configured if you see for this we have you know 3:00 to 8:00 half hour slots and um in in order to have better resource allocation we can even configure it in a way that you would like to only serve um the bpn related queries only on Monday Wednesdays and Fridays from this particular time to this time so again it can be configured reason wise and if you go to nor Mobile support um I can can even configure on how advanced can the employee um you know book an appointment say for example here I've configured that uh an employee will not be able to configure more than 5 days in advance for nor Mobile support if you see here after Monday Tuesday I can't see any slots available because I can only book 5 days in advance and that to from 9 to 5:00 and if You observe closely there is no slot between 1:00 to 3:00 there were ideally should should have been two slots so we have another capability of including break times for each of the reasons so I have included break time from 1:00 to 3:00 for this particular reason so again there might be situations where the end you know the agents might have regular meetings or they might have lunch breaks so all these can be configured here um for every single reason so you can either Choose inperson Or remote appointment one second I'll just click on a slot yep assume okay um assuming that I have booked a slot at this uh this particular period And if I click on inperson and schedule an appointment um yes there you go you can see that these are your upcoming appointments the reason that appointment type the time zone the duration of the slot and you also have the option to add it to your I calendar so you can download the IC file and then add it to your you know um you know Google Calendar or your outlet calendar so that you can remember it and yeah so these were the you know different types of appointment that um we can see um one was inperson check-in online check-in um you know inperson scheduled appointment and remote scheduled appointment so if you also remember we would um we would have also shown that you know mobile uh we can also use no mobile to um you know schedule an appointment or join in uh you know join check in yourself into the queue but just because of time constrain we have we not demoing that part um yes so these were now we have seen um you know the employee side of walk up and then um and how they check in and get help now let's have a look at the agent side of it I'll just quickly move to you know I'll I'll impersonate a walk up technician who is typically an agent Persona here and move to S so workspace so yeah again meanwhile s so workspace loads I'll just give you an idea of what it is so an agent might have to perform a variety of tasks you know right from um you know on a particular interaction such as you know accepting it abandoning Ving it assigning it to someone else he might have to do stock room management he might have to do kiosk management and so many other activities so s so workspace is basically a One-Stop solution for all the agents to work on these tasks efficiently so so if you you see here um I just quickly make him so um this is the inbox of an agent so once he makes himself available that means that he's available at the tech launch to you know serve the end users requests now if you remember right when uh in the beginning we uh we checked in in person as aen Martin for this particular reason so as soon as he makes himself available there's an instuction that pop up pops up in the agent you know inbox if I click on open it'll automatically be you know um assigned to me and I'll be able to see all the records with respect to that interaction on who has requested for it what is that particular request and uh what's that descri I mean a short description on that and once completed I can change the state as closed complete or abandoned in case if required you also have the provision to create an incident in case if you would like to you know if the issue is not properly solved at that particular moment and you would like to escalate it to an ENT so these are some of the tasks that an you know uh an agent will perform on day-to-day basis and you also have the ability in you know remember I spoke about remote appointments so um in case of remote appointment the agent might have to interact with the uh employee through um you know teams or or something of that sort so so we have that option as well through this collaborate button so if you click on collaborate you'll have the support of Ms teams integrated here we not only support um you know uh Ms teams we also support um Zoom Cisco WebEx tro phone calls all these where the coll collaborate site button site panel on S so just for a second uh if I click on teams chat just a second yeah okay meanwhile uh I I just I'll just load it up um so this is another integration that we have um which I just showed on uh teams we also provide notifications on um the employees experience so in case whenever an uh you know I I'll just quickly show that as well so say for example as able tutor um we can also send notification to the end user so uh on Whenever there is an appointment so if you see here just some time back we booked an appointment for the reason no mobile support so we can keep sending notifications to the end user on different scenarios say for example when he books an appointment when his appointment gets cancelled or when it you know when an agent is assigned to that particular appointment or if you'd like to send a reminder that there is an upcoming appointment for you in an hour you can send all those notifications to that uh you know employee all these are um you know out of the box uh features that we provide now that I've shown you um notifications and teams integration um now that we have seen um you know the um employee side of it and the um you know agent side of it I'll quickly show you the experience that um you know apart from this the agent uh you know uh the admin has the ability to configure all these details that I just showed you um in our interface but then U because of time constraints I'll just show you um what an admin can do um on a dashboard so we provide a dashboard experience for the um you know admins just a second so on the admin dashboard um we provide a list of metrics a lot of metrics that are necessary for the admin to track on day-to-day basis or on you know weekly basis so that he can take um you know data driven decisions and allocate his resources effectively you can see that um there are metrics that show completed walk-ups for that particular quarter cat survey responses you know walk up interactions by incident by that particular location or you know by hours by week by location there are so many metrics these are all the metrics that we offer out of the box in our dat board for the admins all right so these were some of the uh you know um um just a second I quickly load so yeah um that was what I had to show with respect to to demo these were some of the features that we have that we could show uh as a part of demo there now there are some more skills some more features that we have such as you know skill-based routing stock room management kiosk management um non mobile support and much more so if you take uh you know for example skill-based routing is when you'll have you know separate dedicated um you know U agents who can who have specialized skills to solve a particular it related issue say for example if it's a laptop refresh and you have a designated um you know agent to solve that you can automatically direct all those you know interactions that are with reason of laptop refresh to that particular agent so that is called skill-based routing so all there are again multiple features that you can see on the screen now um kiosk management is something kiosk management and stock room management is something that we couldn't show uh as a part of this demo but um yeah as you can see out of all because of all these capabilities that we offer as a part of walkup experience you know you get a lot of value out of the product for example as I told a seamless launch experience when because of the know check-in experience at a tech launch be it flexible booking options through remote and you know inperson appointment booking a streamlined onstop solution for the agents to work day to-day through the s s so agent workspace and you know um you know um the admin dashboard to make data decisions or um again uh one more thing that I forgot to mention was that you can also send surveys to the employees after their um you know after they have completed their um after they've gotten their support you can get a detailed survey response on how their experience at the walkup location was so again you can capture voice of customers using that um using skill-based routing and the variable time slots for multi reasons you can again allocate your resources in a better way and yeah so so these are some of the capabilities that we offer through our product and although we have created a product to serve the main purpose was to uh you know serve the it related service help desk the product has been designed with a lot of customizable offerings so which has been tweaked and used across a variety of use cases across a variety of industries by our customers so let me just show you some of the customer usage insights about our products so as you can see we have 500 custo 500 plus customers across the globe with more than 430,000 monthly workups and and the product being used by customers across 30 plus diverse Industries I'll quickly show you you know um the split of how our you know end users are and know customers have been using the product so this shows the industries where walkup has been adopted the most and where the number of workups is the highest across the industries we cover so these are type top five um you know of the 30 Industries in each category as you can see Technology based industry where it's used at a tech launch and banking or you know higher education uh Industries um where I told that they use it as a student help desk so the the product although it was designed for you know it help desk it has been customized so nicely by our customers in a way that they could cater to a lot of other use cases and and yeah I would like to pass it on to sidhart now to explain further on the HR appointment booking which is another use case that we have figured out that has a really high demand here yeah um over to you s that okay hello everyone uh my name is s p I'm part of the Unified long experienced team here at service now so we are the team that manage the employee channels which includes employee Center n mobile uh employee Center proos pesus workers Microsoft Integrations and more so today as you uh got to know more about the idsm walkup experience we've been facing a request for having a similar experience on the HR side when it comes to appointment booking okay so while this started mainly from our desus workers so we're working on a kios solution for deathless workers and if you look at the deathless worker population so this is a population that does not have access to uh uh to their own device and are using shared devices so what we learned is for this Workforce today they it's really difficult for them to get help whether it's HR or whether it's from corporate and typically how they've been relying on help is they would rely on methods like you know they would walk up to their manager and you know manager would file a case or ticket on their behalf or they would use their break time where you know they would call a particular number and then wait to uh get help so definitely it can be a frustrating experience for a desus side of it but then on the business side as well you have this challenges is where you were not really sure there was a disconnect between which department is trying to serve what desus workers there was definitely a slow turnaround to employee requests because you know my deathless employee over here could let's say call in but then I have a question back and you know they wouldn't respond for days and weeks because there's no way to get to them and ask them uh the follow question so when we tease this out uh to our customers or or to industries that had deskless workers uh the next response was can we even have these ores workers right on the HR side which can enable desk and desist workers to connect to someone on the HR Business site hello next SL please so what we've been thinking about is for if you're an HR customer probably uh requiring HR Pro and above so it's still TBD uh that exact licensing but how do we enable you to get help via appointment booking so this is leveraging the walkup capabilities so this is probably you know you may or may not have really a tech Lounge where HR uh is situated but how can I schedule an appointment with someone on the HR side where my reasons now are related to HR they could be you know General inquiry benefits time off compensation uh we are looking at whether we could really make it possible via both virtual or iners like in case if at your companies you do allow inperson appointments that's something we we will enable otherwise we can have a virtual uh appointment over here what you see here is more of the requester experience for the Des work but we will have the same experience also available for the desk worker as well so if you're employee Center Pro or now mobile you'll see that similar experience where you can book in book some time on the HR side now if you're on the HR uh Business site and you're using HR workspace there will be configuration where you could there you could configure the time slots and agent availability and so on so we're really looking to extend the capabilities that we have with itm walk up and bring it to HR and have this available out of the box next slide please okay so we do have a poll we are getting started on building this out and we wanted to inquire from you if you're interested in being a designed partner for us uh so this is something that we are actively working on and looking to Target um in the next upcoming release so while we work through this Ive to the next slide please okay so if today you've deployed employee Center we have a lot of resources that are available to you when it comes to employee Center in general we have our community website that you can be aware of and that does contain a list of all our events that we have around around employee Center Academy uh whether it's related to a deployment whether it's employee Communications or even show and tell uh webinars so if you're interested you know do feel free to sign up at this point okay that's all for me thank you all right fantastic thank you so much sin um I hope everyone learned a lot I know I did thank you ooth and Sid in in showing us walk up experience and what HR has planned um now we'll be going through some of the questions that have been submitted throughout today's session to make sure that everyone gets their questions answered and we can learn from each other um to start off with I will will answer a couple of the questions that are are pretty basic for walkup experience um uh there are a couple questions asked around how it's packaged so walkup experience that uh uh asth demoed for us today is part of itsm standard but as you can see there are additional features that provided through HR or through CSM um the next question that I'd love to ask you aswa is is um Can virtual agent schedule a walkup meeting yeah thanks ala for that so yeah of course we do have support for um you know virtual agent as well you can um you know book an appointment or check in yourself using virtual agent uh for walk up experience we do have that support because of time constraints again we couldn't demo it so for any other you know we we do we as I told you we could not demo you other configuration as I showed you some time back so them them as well as you know in-depth configurations that you would like to see uh while you configure a walk up for your particular location or including virtual agent setup we also have something called pad reader setup so that is that was again asked by one of the you know audience so I'll just give you a quick overview of what badge reader integration is so instead of the employees going in and manually typing their name or you know finding the name from the top down list you can quickly use your employee badge that you have your at your you know organization quickly scan that and then check in yourself into the walkup location by just selecting the reason again it simplifies and creates even more seamless experience to uh walk in so that is something that is again that is a capability that we have apart from what we demo so if you would like to see any of those features that um you know that I just told about feel free to contact us um Elanor please to share the email ID that they will have to you know reach out to in case they would have they would like to um further have one-on-one demos um on any of these yeah and of course um um thanks akat and Harish for answering all the questions in the chat and akat has just put up um you know three um PNG images that has you know a I mean we we really quickly went through all the user I mean types of appointment booking and you know checking experiences so we have just um you know consed all those information into a user Journey map for all these types of um you know appointment booking remote or meet on site or in person checkin we have just um shared a screenshot of that and yeah uh we'll also be posting um you know the some of the resources that we have um that you can access to that is public information um you can definitely use them to get more information yeah is there any other question Elanor I think you answered most of the questions in your demo um as we were walking through them there's a few um additional specific I think probably implementation specific questions that as aswath highlighted please reach out to myself directly you can see my email there Elanor Branch servicenow.com or also sidar candy at servicenow.com for the HR section um for your specific um application one question I think that is a good generalization is if you're in an area that you want to provide uh privacy um is it possible to to instead of showing your employee badge name that you you just highlighted would there be a way to um just do a generic you know know uh you know customer number one customer number two um display as they were coming up and I I think the answer to that is that uh because we're making we're using the um identification uh through service now currently it it provides that name and so it's only possible to hide the names of the technician actually serving but the names of the users would be what's displayed um let's see I I think that might be it are there any last thoughts osth or sidart that you want to share with today's attendees oh I would say U thank you for joining and um walk up is a great experience right uh evolving from ipsm to HR so customers like you it's definitely good to you know hear your questions get your feedback so thank you for joining us today yeah thank you so much for everyone joining and showing such enthusiasm and asking out so many interesting questions we in fact got a lot of ideas from you know areas where we can improvise thank you so much for such an enthusiasm thank you yes and to you know um parot my co my co-workers thank you so much for attending today's session it will be posted on community um that link has been shared and we will also respond to your questions that you've provided and provide the associated product docs have a great day