this is our introduction to service now support and thanks for joining our July installment um it's a global audience as you can hear we have uh myself I'll introduce myself momentarily from San Diego um we also have U some joining from Europe as well London and Portugal we already saw so um with that let's go ahead and get started so let's take a moment and I just want you to know that this is our Safe Harbor notice which simply states that everything shared in this presentation is based on information currently available as of the session um as of the date of this session so uh with that let's go ahead and jump into why we're here well this is one of our live on service now interactive event series webinars and you can see the full schedule by scanning that QR code or I'm going to drop into chat uh the link to where you can see our full schedule of live on service now so be sure to click on the link that's coming into chat or scan this QR code with your phone or mobile device um we hope to have you again for another webinar or meet up in the future and now that we've gotten that uh initial um why we're here out of the way let's go ahead and go into some housekeeping so um first of all before we get started um Q&A questions will be answered at the end but if you have any questions during the presentation please feel free to use the Q&A function in Zoom uh as you can see there is a Q&A button on your zoom bar just click into that and we will answer your questions uh when we get to the end of the presentation also this session is being recorded So so if you miss any of this session or if you'd like to share it it will be available in the service now community and finally there will be a survey at the end of the session and we would love to hear from you and thank you in advance for your feedback all right you're probably wondering who is this person speaking to you well let me introduce myself my name is Vu fam and I am one of your co-hosts for today's session I'm a learning Solutions and delivery lead based in San Diego and I'd love to introduce my co-host Vanessa Bloom Vanessa thank you um yep my name is Vanessa Bloom I am a senior director in our technical support organization um I run our US Federal support team um which is completely americaas based as well as kind of the I take lead as the Geo lead for Americas as well for all of our support organization um I'm based out of San Diego which is service now's um hometown and I've been here it'll be 12 years actually in November so thank you all and Welcome to our presentation awesome thanks Vanessa appreciate you being here and sharing your experience and knowledge with other with our customers um all right so with that we'd love to learn a little bit more about you and I am going to launch a poll right now and if you can please answer the poll and share what role do you identify with um as you can see we may not cover every role that's out there in our audience but we'd love to hear approximately which role you most closely identify with um let's go ahead and give it about 15 more seconds for all of you to click and hit submit uh there's a choice of four there and I'll go ahead and end the poll in about 5 seconds and then we will share some of the results okay so with that I'm going to end the poll and we can confidently say we are evenly split between developers implementers as well as system administrators so we definitely have some technical folks on the uh meeting here and we also have a few platform owners and Business Leaders uh so quite a diverse audience and thank you all for joining hopefully you find this session useful okay okay let's go ahead and move forward here's our agenda today um we're going to introduce you to service now support and share our unique approach to better support you as well as show you the amazing features in our ecosystem for all things support related which is the now support portal finally we'll show you ways you can engage us to receive support when you need it and then we'll conclude with Q&A Vanessa how does that sound sounds great that's good sir right cool and if you have any questions feel free to drop them into the Q&A of the zoom so we'll get to those at the end of the session all right okay so with that we'll start with our introduction to now support and in support we have a very unique structure where our customer service and support Global cloud services as well as product development teams are part of one unified engineer organization uh Vanessa you please share uh why this matters and what are the benefits to this approach and structure yeah sure so um there's several benefits with this approach I'll kind of start with just saying that all three groups report up into the same person which is our chief technology officer and president CJ ji um which means that we all have common goals that we're working towards um it helps break down any barriers to get work done help the customer on urgent p1s we can grab a developer to hop on a P1 if we want um and there's just really no walls between our organizations so ultimately like the success of product development is tied directly to the number of issues they can help reduce so the L issues that you guys are receiving as customers reporting into support um is tied to how successful our product development teams are so it really just helps keep us all aligned to um the ultimate goal which is the customer success that's great to know and it sounds like it's a multifaceted approach so being integrated um there's a lot of potential support as well as areas of opportunity for us to get the best service and products out to our customer so exactly thanks Vanessa okay so as you all know we're a global organization with many support centers around the world um Vanessa can you share a little bit about how we're able to support all our customers across the globe yep absolutely so we started um when I first started here 12 years ago um we just had a San Diego location and an Amia location um as you can see from this map we've grown significantly since then um this was for many reasons one of them was to help with work life balance with our employees we were working many different shifts um out of those two locations um but now you can see we have nine locations globally um we also try to align those locations with our site reliability centers so that we are on site and typically in the same office as our Sr so if we have an ep1 or outages we can all kind of physically run to the same area have more rooms things like that um helps us um speed up our time to relief when there's urgent situations going on um and we support both our commercial and regulated markets uh through these nine centers great to know and um speaking of this map and these nine centers um you know we talked about global support and if I may ask Vanessa how do we support our customers 24 days 24 hours a day seven days a week 365 days a year because that can be difficult yes it is um but we use a model called follow the sun which is um an industry standard um it basically means that we are going to work your high priority cases that come in 24 hours a day seven days a week 365 days a year um so that we don't skip a beat um now you guys as customers can also elect to not have a case travel around the world um and you just let us know that in your case and we'll make sure that that case will stay with the same tsse assuming they'll be there the next day um and there's some consistency there but otherwise it it's going to automatically follow the sun if it's a P1 P2 or an escalated P3 or P4 and then non- escalated p3s and p4s are generally going to just stay um with that same TSC that it initially gets assigned to and be worked within the core business hours for the customer that's great to note that our model adopts or adapts I should say to following the Sun or the customer preference depending on the case so absolutely thinking about um our support uh and that introduction uh can you share a little bit more about our um approach here in this next segment so as you can see we are moving to understanding our approach and let's go ahead and talk about what we do and what we don't do so we do a lot here in support to assist and take care of our customers um but there are a few things that fall outside of our purview where others at service now specific teams can help support our customers Vanessa can you describe what kind of support we provide at here in CSS customer support and services and what are the difference is between what's in scope and out of scope yep absolutely so this is a super important topic um especially because our support Engineers are not trained on implementation and customizations and things like that so so we're um what's known as a break fix organization um this means that our primary focus is on fixing out of the box um product issues so in Scope Services means fixing platform and application functionality and then on the right hand of the screen um oscope service means assisting customers with how to implement platform functionality or how to customize out of the box features and applications so for customers who need that level of service um you guys can work directly with your with our Professional Services team or you can visit our now create site um and there you're going to find step-by-step delivery guidance based on real world experiences and proven leading practices um in addition you're going to find P um prescriptive methodologies success pxs and other assets to Aid in successful implementation great and Vanessa you mentioned that there might be customers who need an additional level of service which uh could be Professional Services um how can our customers and um members of the audience here get more information about Professional Services so the best way to do this um like if you know right away that you're going to need help with like an implementation or customization you can um I would start by contacting your account executive and go from there um and then they're going to be able to point you in the right direction great thank you Vanessa all right moving on so we talked about what's in and out of scope for customer service and support um now we're going to share a little bit about the four support packages and as you can see um there are several levels here so Vanessa can you share some of the differences between the packages which are base guided Advanced and total and then what is consistent across all the packages yeah absolutely so um the the support packages range from base to Total um in base the coverage focuses heavily on self-service um and the coverage is limited um to five days a week so basically Monday through Friday 7 to S local time um there's not really um a way to call into support it's very much like I said focused on self-service you can create a case eventually once it's prompted you through all the channels of self-service um so that does become an option at some point and then in addition to self-service the guided Advanced and total packages all have 24 by7 support coverage and then the advanced and total packages have what's called impact squads you'll see that at the bottom bullet um impact squads consists of a customer success manager a support account manager as well as a platform architect who gets assigned to the account um and then as you can see in the red across the bottom um no matter what impact level you're in all P1 outages are covered 24 by7 for all customers that's great to know especially that everyone is covered 247 for p1s so okay um now speaking of the different support packages uh what are the different response times that our customers can expect depending on the support level they have yeah so this is kind of a a matrix it's broken down um by um impact level and then uh on the left is the P1 or the um priority level um so as you move from base to Total the response times adjust to the customer selected package with advance in total having the quickest response times as you can see they're kind of cut in half um basically from Bas and guided um even more from base uh it's very important to keep in mind that uh these response times are um first or like initial um response targets and not resolution times so in other words these are the times that we're committing to initially responding to a customer's request um and then we also train our Engineers to make sure that they're doing um you know a little bit of triage a little bit of digging in the beginning so that we can make best effort to solve on First Contact um so we tried to have that first update as meaningful as possible great it's awesome to hear that the meaningful first response is very important especially after um these response times so okay um let's go ahead and jump into our next agenda item so uh we're going to move on to the introduction to the now support portal so with that Vanessa um this is where we're really getting into the good stuff so our ecosystem and the now support portal is where you will go to experience service now support at its best you're probably wondering though what is the now support portal um well as I mentioned before it's an ecosystem of support tools Technologies and content so all of you our customers can find the answers that you need as quickly as possible and it truly is the best way to experience support at service now because there are so many different ways for you to interact and get the support that you need uh so thinking about the now support portal the best way to think about it is this it is your One-Stop shop for self-service help support instance and user management and so much more uh I'm going to launch a quick poll here uh which is going to ask you um let's go ahead and launch it do you use selfservice so we'd love to know if you use self-service and as you can see there's several choices here hopefully uh if you have a chance after this call you'll be able to jump in and find out more about it we recognize that many of you may be new to service now and may not have needed support yet at this point um I'll give it 10 more seconds for you to jump in and share your answers and it looks like we're pretty evenly split here between a couple answers so five more seconds and I will give you the overview of the results and close the poll okay so it's pretty evenly split with yes I've used it and loved love it and many of you just below that um have not tried now support yet so now that you'll have the opportunity to learn more about it from Vanessa hopefully you'll have a chance to use it if you need it um and finally uh there are just a few who still would like to know what is self-service exactly so we'll definitely cover that okay let's go ahead and jump into our overview of our portal so let me just say I'm glad there wasn't anyone that said nope I don't like it that's aome we've made a lot of improvements over the years so that's really great to see thanks Vanessa and yes I uh neglected to say that nobody said they didn't like it which is great to know okay so how do you get to the now support portal well you know what super easy just support. servicenow.com so if you want go ahead and uh open under tab if you'd like and click into it and um you can click around and follow along with us but we'll we're going to give you a brief overview of all the of not all but many of the different functions um in now support portal okay so this is the now support portal homepage and this is where you go if you need to ensure the security and health of your instances by viewing information about him scheduling clones activating plugins and requesting password resets this is your place to do all of that if you need to manage upgrades and keep your instances up to date this is where you can do that too if you need to manage cases and changes guess what you can do that here and finally if you need to manage users and key contacts this portal is your place to do that I think it goes without saying that this is your place to manage your instance as well as your uh um implementation of service now so I think it's a good time to call out the KB article uh in the lower right hand side of the slide you'll see this throughout the presentation today to let you know that there is additional information on the topic and this will also be included in the resource section of this deck and this deck will also be shared on the Community page so now that you have an idea of the instance dashboard as well as the portal um sorry the portal dashboard and now we're going to go into the instance dashboard um so I'm going to Focus here for a moment and you can get here uh by clicking on instances in the menu bar of the now support portal and selecting uh the instance dashboard Vanessa can you share what are some activities that customers can do here on the instance dashboard yeah absolutely this is a super important um tab um and this is where you're going to see all of your real time status information such as uptime um what current version your your instances are on you can schedule upgrades from here um you can view your changes or cases against any given instance and then using the actions tab and I think if you hit if you click it's going to give us an automation maybe not animation [Music] um oh didn't do it it's okay using the actions tab you can also take actions against the instance as well and you can see see in that screenshot you've got your um access to um activate a plugin you have your requests demo or remove demo data all kinds of stuff that we're going to get into in a little bit great yeah so many actions you can take as you can see on that screenshot and then now we're going to jump into the maintenance center um and we're just going to touch base on this here this is a dedicated place for customers to view track and engage your maintenance Communications on the service now portal homepage when you click on the existing records here um you'll go ahead and jump into the maintenance center and you'll see here several things uh Vanessa can you share a little bit about the information that the maintenance center will display yeah so the maintenance center is actually relatively new so it's going to and this is this is great because it's going to give you um some like the most recent communication um about the maintenance happening on your instance that we've sent out um patching and program records and also Communications that might need your attention this is kind of your One-Stop shop to kind of see what's going on versus digging through your email and why is this so important and useful for all of our customers on our meeting right now and those who aren't yeah I mean it's really just to stay in the loop um on the most recent Communications that are being sent out we we do have maintenance that happens regularly we have um end of life upgrades that happen um all kinds of stuff so really to help you stay in the loop on what's going on with your instance um easily see Communications again so you're not digging through emails and then you can also ask questions directly through those communication records um if you need any kind of clarification great thanks Vanessa so now that we've had a brief overview of the instance dashboard as well as the um maintenance uh screen let's go ahead and talk about how to get support and let's think about it this way there are several ways to get support and you'll see here um you can type your support but you can also click on the get support button so I'm going to go ahead and jump right into this um when we are at the get support screen here uh on this landing page where do we start so how can I start my support Journey Vanessa where would you recommend um so if you're new I'd start um by going to the get to know now support area and from there there's three resources that will give you information on how to get started um clicking on each resource is going to pull out a side menu um for additional options you can see here um so in the getting getting started section you're going to learn Le about now support or get access to our now support mobile app um and then what I like about this section is the now support onboarding checklist this is where you can check off key tasks that's going to help you ramp up um as a new nport user and some of those items we're actually going to go through today great and then using now support section focuses on how each of the key roles can use now support from an admin to a partner and then lastly in the my service now section this is one of the places where you can manage your profile account and preferences awesome thanks Vanessa so I think it's safe to assume that our customers know that a knowledge base is a collection of easily discovered KB articles and as you can see here um there's thousands of them on specific topics connected to the platform uh but what is equally if not more important is how we use our knowledge base so Vanessa let's start with access how can customers search our knowledge base yeah so it's very similar to like a Google search um you're going to have your Global search bar right there at the top um and then you can ask question or do a keyword search and then it's going to um basically pull back any knowledge article that that um relates to what you searched for and it's also going to pull in stuff from the community um as as well as the knowledge base so product documentation Community post KBS um it's going to give you all in this One-Stop shop great um yeah so it looks like those two boxes there on the screen the search box and then the view knowledge base box in the lower right hand corner might be the best initial places to start here in the knowledge base um here at service now how do we manage our knowledge base Vanessa um so we use something called KCs which is Knowledge Center support uh to manage our knowledge bases for our customers um and what this means is that our Engineers are ensuring the content is relevant and created um and updated as they investigate and resolve issues so we encourage our support Engineers to write articles while they're resolving issues proactively so that our customers have quick access to stuff that's happening in real time so if our Engineers are taking that approach um to write as are solving uh cases as well um what's the benefit to our customers on this approach I mean the best benefit really is that the customers know that the KBS that they're looking at are either being actively updated or been recently refreshed and that it's always got the most accurate information in them awesome awesome that's good to know so moving on from our knowledge base um you know when it comes to uh patching I'm sorry when it comes to uh the features of our knowledge base um how can they access this further like what are some of the additional features on our knowledge base um sorry about that uh I see that they can access patching and upgrades to stay up today um can you share a little bit about the frequently used resources on the left hand side here of the screen um yeah so there's a couple um things over here we have um information on our patching program our end of life upgrades or EOL upgrades and um fundamental information about patching it upgrades so there's a few things that you can learn here um for instance there's a video on how to upgrade an instance which is super important to watch before you go through that um and that's where we describe the process of planning testing communicating and applying a service now instance upgrade um that information can also be found on the product doc site um and then what's cool is you can also self schedule a patch or upgrade right from this page that is really cool um what are some of the takeaways our customers can get from this section about our patching program um I mean I I think the best takeaway is that you know everything is at your fingertips in the screen um you're going to get your notifications on when things are happening and you can um also again like I said self- schedu your your pathor upgrade great thanks Vanessa all right so let's talk about cloning because using the system clone application to copy everything in a database from one instance to another um can be daunting and cloning is typically used to copy a production instance to a pre-production instance to test changes and cloning data comes from the most recent nightly backup here um we have a lot of information about clones from the general information about them to articles related to common issues uh Vanessa what happens if I or a customer wants to know more about how a clone works yeah so the there there's a clone Basics KB um it's the one highlighted on the screen um and you'll get basic information about how clones work cloning options roll backs data server configurations and much more awesome and what happens if I have an issue uh with a clone or want to know more about uh the information out there to begin troubleshooting my cloning uh I'm glad you asked we have a handy dandy clone FAQ um where we've compiled a list of like recently or most frequently Asked um cloning questions that we get here in support um and we even have a clone tips and tricks section where you can get um the best experience learning how to use the Clone process awesome so right there on the center of the screen the basics the FAQ and the tips and tricks are probably my best friends to start cloning so thanks Vanessa all right um we had talked about instance management earlier and here we have some uh management activities uh which should be performed with caution um Vanessa on a high level can you share what these activities are yes so um the ones that we kind of want you guys to be able and go forward or be cautious with when you perform them would be things like um retiring an instance renaming an instance restoring an instance um so for example you might no longer need um an incense or need to revert back to a certain point in time you can do that here um a couple things to note is that these are all automated actions and that they will get processed once you submit them um some of these activities can only be performed on non-production instances so for example restoring or Z booting um and um yeah Z booting I think we have a little yeah um so Z booting is basically where you're doing a complete reset of your service now instance to an add of the Box configuration um so all your customizations and configurations will get wiped away so you can think of it as um some similar as resetting um or rebooting your phone to factory settings uh it's going to bring you bring your instance back to an outof the-box version um we do get asked like hey why is that there um it allows our customers to kind of clear out any dat demo data um that was brought in to for testing um Mo typically we see customers using this to get um like a subr on the the most recent release and Patch so that they can start building and developing on on that instance so proceed with caution on the Z booting but it is there for a good purpose sounds like it could be a good time but hopefully an easy one relatively speaking so thanks for the background on Z booting Vanessa all right um you know taking a look at um the support portal here there's another feature that I think we should highlight and that's the instance troubleshooter uh Vanessa why is the instance troubleshooter important and let's start with what is it yeah so the instance troubleshooter application enables system admins to troubleshoot and resolve issues directly within their subpro or production instances without needing to reach out to service now support customer support great so now that we've shared a little bit about what it is how does it work so the application runs a diagnostic check on common configurations related to a number of different products and services on the platform um then the findings are then shown on a summary screen along with recommendations to fix them um then that the admins can take action um to implement the fixes and verify the resolution of the issue um and then if the issue isn't fixed with the provided information you can use a troubleshooting summary results to open a case on our support that is really cool that our customers can do this on their own makes it really easy um you know speaking of more that our customers can do on their own um we talked about the knowledge base earlier and compl that we have a known error portal uh which is a handy repository of known errors on the service now products that have been found or reported uh Vanessa why is this a valuable tool for our customers yeah so um it's a little bit different than anything we've talked about before so um it's important because known air articles describe possible causes of issues within the system along with Subs to reproduce and possible work arounds that have already been proven to um be successful um so keep in mind that not all known errors will affect all users that's why you can automatically um show known errors for your production release or simply browse know errors that you subscribe to yeah it's been a valuable tool for our customers and we're always looking for ways to make it better um and and we've also recently up leveled the portal experience based on feedback from our customers so if you've ex if you've been here a while and you've um had some experience with the with the um known air portal I would recommend kind of going back in there and taking a fresh look at it um there's new filtering capabilities and the ability to search for articles and then I a lot of our customers use this to plan for their upgrades as well very cool awesome that's great to uh know that this is a great resource for our customers um in addition to um the known errors and the uh sorry the known errors catalog we also have uh the service catalog available and the service catalog is unique because it's all about automation I mean we know service now is great with automation Automation and automation but the service catalog is a critical part that allows our customers to drive actions on your own so um they often don't need even need the help of an engineer Vanessa when it comes to our service catalog and automating self-service what are some of the top self-service requests available here yeah so I think our most popular one is activating a plug-in um there are a lot of plugins that are available to be activated directly from your instance but for the plugins that don't show up on the list of plugins in your instance you come here to put in your requests to have that plugin activated um and the next one is my IP information um most of you probably know service now can be integrated with um items inside your company Network um so you might need to know the actual IP addresses that we be sending or receiving traffic so for example your network admins might need to add these IP addresses to a white list um so what's really cool about this catalog is that we use our own workflows to automate processes so that you our customers can run your own common request without intervention great and then if you want to see all the automations that we offer you can select the view all which is going to take you to the entire catalog okay really cool so um there is a lot here in the service catalog and uh knowing that uh you know there's a wealth of information here let's go ahead and um jump forward into the manage my account where you can manage your company's account and users I think this is something that many of our customers really really leverage um because it's so important for our customer and partner administrators for all of you to keep your company uh contact contact information um accurate and up to-date uh on now support so um with that knowing that this section provides information related to various account management activities that administrators can perform Vanessa can you share why this is important yeah so we um our Communications will pull from these fields um in order to send critical Communications to our customers so um these company contacts are super critical to keep updated so that we can communicate with the right people at the right time um without missing a beat really so for example company um contacts are notified by email if there's a mass outage or an issue affecting the company's instance or your instance um so we kind of recommend to have a minimum of two um support admins at all times in case somebody's unavailable the other one could be there to to receive the communication um ensure there's no disruption in managing your instance um in the portal yeah that's great that's a great tip there and and what would you say the impact of not having updated contacts could be uh I mean I guess it would just be missing important notifications such as outages um and knowing what's going on with your platform um I think even if it's just from a security standpoint you know if somebody leaves the company but they're still able but they're still populated in the fields um and they call into support center we don't know that they that they're gone we still see them in the system so you can see where that could become a problem uh that's great now speaking of this though how do our customers here on the call actually go to manage their contacts here on the screen yep so you just click on the drop down next to your name and select manage account and users all right and it looks like here's a list of users that uh can then be managed so um go ahead yep so here is going to show you um all your users and then you can add remove update the contexts got it great and and yep there's different types of contacts too so you're going to have admins business contacts support contacts technical contacts and security contacts these could all be the same PE person I doubt but um you know this is to make sure the the coms are going to the right people and then you can also see from here who your um support account manager is and your account executiv oh yeah that's great to know okay uh so we are coming in on the home stretch here um just a couple more different areas of the now support portal before we move on um as we round out the tour here um did you know that customers have direct access to our now support YouTube channel right inside the portal um and what's even cooler is that the latest videos are loaded automatically for you so you all of you watching never have to worry about missing out Vanessa what can our now support YouTube page do for customers yeah so it's our official video destination for now support product documentation so if you see anything else out there on any other channel Channel that's not our that's not an official video um but it lets you get started with a with a product or feature that you're wanting to implement um you can understand certain con Concepts and processes and learn how to perform complex tasks within the system great okay so finally um thinking about our Global family of users all of you on the call right now and so many other we also have have uh our service nail Community now you know what they always say Two Is Better Than One and this is why Community is very important and at service now there are over 455,000 active users across the globe that have proven to help play a larger role in the overall experience of our customers over the past few years um Vanessa what are some of the highlights and benefits of using our community yeah so I I've worked with a lot of customers who actually use this as their go-to resource before they even come into the portal to find answers to their questions um because we have Forums on certain products product hubs um you can find events that are going on near you to connect with your peers um there's blogs all kinds of stuff so whether you're customer developer perspective employee employee fan of the brand um please know that this community belongs to all of you that's awesome and then um you had mentioned product hubs can you share a little bit more about that yeah so during a recent refresh of our community we introduced product hubs um so these are highly curated collections of the most relevant and important content you will need on your implementation journey and we've broken it down into four stages most customers go through which is getting ready configuration and go live optimizing and do more to take service now to the next level for your organization um and by the way there are still forums for every product just in case you can't get your question answered awesome and I think forums are some of the best places to get help so okay um well now that we have an overview of uh the now support portal um this is just an open question for all of you you've seen many features on the portal including the knowledge base the service catalog video tutorials um and the service now community so uh we'd love to see what you end up going to try next and uh before we jump into our last um agenda item here and then Q&A I know we do have a question in Quee here we're going to just quickly share um what is beyond self-service and when you think Beyond self-service you're probably now thinking okay I actually need support how do I get that um so how do we engage support well we understand that all issues may not be solved by self-service but rest assured we have support Engineers who are really eager to help all of you our customers as best as they can and with that the way you can reach our customers sorry our Engineers as our customers um in the now support portal is by using the create a case feature so um when you click on that button in the lower right hand part of the screen there that says create a case uh you'll be taken to this uh for here um Vanessa can you share a bit about best practices to create a case yeah I mean um I think if you've been in um this industry for uh any amount of time you know that we need you to be as specific as possible so we need um lots of details so attachments screenshots error messages um what steps did you take before you encountered the issue um so that we can try to to duplicate that um and then when you're creating the case so I would kind of gen generally recommend considering some of the questions such as like what was the exact issue is the issue occurring right now can the issue be reproduced in in a subpro environment is it affecting a specific users a group of users all users um when was it first noticed um and then uh also keep in mind if you need to get in contact with the engineer of scienti your case the best way to um do that is to call us directly if it's urgent um sometimes our customers have a built have a have built a great relationship with their account executive and will escalate to their account executive um but that only delays um getting the message to our support team so when and doubt give us a call um it gives you an option and type in your your case number to get direct access to your TSC awesome um so thinking about uh a case now that our customers may have submitted a case what happens after that case is received by support yeah so we have some machine Lear learning that make sure that the casee goes to the right um what we callme group um and then from there we have it um assigned to the proper tsse with the skills to help resolve the issue um if they can you know troubleshoot it on the initial contact they'll go ahead and throw it into solution proposed and you know you guys will accept the solution if it works and the case will get closed however if um that initial support engineer needs a little bit of help they can collaborate with their peers um and if that doesn't work they need a little bit more help let's say it's something with the code or maybe a bug we can escalate over to platform and product development um and those types of teams and this is all seemless it it stays assigned to the original um engineer unless of course it's in the wrong group then it would go to a new one but um all that seamless to you guys we we kind of keep it all assigned to the same engineer and then get to you your solution and then eventually the case gets closed once you're able to test it fantastic now when we think about engaging support you had mentioned the tech support engineer and we understand that all issues may not be solved by um using the self-services here and the support engineer um can you you had mentioned these best practices I just want to reiterate as you can see on the screen here these best practices and then we also talked about the workflow and finally um now let's talk about customer surveys as you know the saying goes feedback is a gift and here in support we love to get that feedback after the cases have closed can you please Vanessa share a little bit about how important surveys are to us yeah so believe it or not we do read every single comment um that comes in good or bad um we definitely use this to kind of understand the quality of service that our Engineers are giving to our customers um so the survey is going to ask you things like were you satisfied did you did the assigned engineer understand your issue did you get a timely response um was your issue even resolved uh and then we use that feedback to make any improvements to the service that we provide great okay we're now to our last agenda item um which is our wrapup and Q&A so with that let's go ahead and wrap up and then we'll answer um any questions in Q currently we have at least one question if anybody has a question please feel free to drop it in the Q&A function in Zoom um so we've covered a lot today and from our self-service portal to how to engage support as well as an overview of uh the resources available to you and how our support model uh is constructed and organized um but there are three things that really stood out to me today Vanessa based on what was shared by you and that is one use the now support portal it's a robust selection of selfhelp options to help you get the support you need two join the service now Community It's a Wonderful resource for our customers across experts and um other users of service now there's over 455,000 active users here and finally when you create a case as Vanessa mentioned with those best practices please be thorough we love details it helps everyone and the best way to say it is help us help you um and as mentioned this list of KB articles and resources will be available in this deck that will be shared out on community and let's go ahead and move into questions um there is a question in Q and I know Vanessa uh can answer it verbally or can respond directly in uh chat here or in the Q&A function but is z booting uh meant to bring your instance uh to base implementation State finesse um if you're talk if you to clarify if you're talking about your implementations that you've customized or activated or anything within the instance no it's going to wipe everything out okay great to know hence the caution earlier right so okay all right um I don't see any other questions Vanessa um both in Q&A and in chat so let's go ahead and um share some final reminders so as mentioned earlier Community is a huge resource and we'd love for you to join our community by registering in servicenow.com UHC community and again this is where you can get fast answers to your questions and issues as well as participate in discussions with other users Vanessa go for it so we got a lot we we got some um questions after I I talked about Z booting um so I don't know if we can go back to that slide but basically there is an option in the service catalog to do a ZB booot it's not going to give you the option on your production instance um so there are some boundaries put in place for that uh but it's really more for um like let's say you want to test um I don't know customization or new implementation or you're just starting at service now and you have demo data in an instance and you want to get rid of the demo data it's it's G to that option puts an instance back into out of the box so no customizations will exist anymore no demo demo data will exist anymore and here I'm going to put that oh I just hit enter it's called ZB boot so super important to know and be aware that of what it does but also that there's boundaries to protect your production instances awesome thank thank you for those great questions um there there's one more yeah I was going to say there's another question thanks Vanessa um is it Rini I might need to have a a little bit more context on that um are you going to send out my contact information to this group maybe maybe you can email me Rini because I don't think unless I can allow to talk um yeah I don't think I can um let's see here Rini feel free to chat us your contact information if that's okay and then we can follow up um shovel checking here um and I can allow you to talk if you'd like Rini so um I am going to enable that now for you if you would like to uh come off mute and um you can um unmute if you would like yeah hi can you hear me yes okay perfect so I think we we try to build some um kind of um features using the directive intelligence and we wanted to set up some kind of um you know capability for us to be you know using the knowledge bases the non article knowledge basis but then there was one um requirement that we had where we wanted to link the usage of those articles to an incident and I think that is that capability is available within the native view in an incident form for the outof boox knowledge search but the new capability we build for the similar noner article we don't we not getting that option to attach a knower article and I think it was picked up within my organization and they identified and I think it was was you know reached out to service now as well we have a case raised with yourself as well it was told that it can be done with an only service operation workspace rather than the native view so and we don't have all the users in you know using the S so yet so we not getting that capability so which is why I was wondering and I mean why are there some limitations between these two you know views yeah no I understand what you're asking I I wouldn't be right person to ask unfortunately we'd have to we'd have to ask the development team um for that product um without really having seen the case I I don't know the details around your implementation um but I would say if the case is still open you can actually ask to speak with the development team and they can help kind of give you guys some reasoning behind it or help you know give some guidance on if it can be implemented so if if it's even possible um they can say yes it is and if that's the case you can ask your um you might have an implementation partner that you're already working with but you but um you can ask them to help help do that so I don't have an exact answer fortunately because it there's so many variables um yeah I understand but but I would ask that in your case for sure okay y thank you workk you thank you all right where we're at time and in uh the interest of time Vanessa I'd like to thank you for your knowledge sharing your experience I'd love to thank all of you in the meeting for sharing uh where you're from also asking thoughtful questions this will be available uh on the service now community portal and please join us for a future session um and if you have any questions please feel free to reach out to support um and we'll hopefully get those questions answered as well so um thank you all it was great having you and I hope you have a wonderful evening and a wonderful day thank you everybody oh and um uh also uh Vanessa it looks like there might be some questions for you so please feel free to respond so yeah um so I I threw my email in there um feel free to ask me I I can't guarantee that that it'll be answered within a certain time that's why we use cases if it's going to be something technical but I'm more than happy if I have time to answer any questions that come through from this webinar just maybe put in the in the subject that you were in the webinar and you have a quick question be happy to to to answer great thank you everybody have a great evening and have a great day and take care bye bye bye