Empower Your Business with Customer Service and Management for Organizations

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alrighty then good morning good afternoon good evening good night Wherever You Are welcome to getting started with service organizations for CSM this is a part of the live on servicenow webinar series and I'm going I'm Krupa singampally and I will be joined by my colleague in today's session before we get started uh you know let me quickly flash up our Safe Harbor notice then follow that up by okay like I said this is a part of the series of live on service now this is a curated event Series this connects you with service now experts and peers that can help you deploy your products and Achieve value faster now we do hope that you join us again at Future sessions so you can see the schedule here and a link for this session will also be shared in today's chat few housekeeping items you know we do have time at the end for Q a so please use the Q a button on uh Zoom to ask your questions and yes this presentation will be recorded and shared on the servicenow community portal for you to go and look at it again and finally we do have a short survey that we're requesting that you fill and your feedback will greatly help us improve a future sessions so thank you in advance for filling the survey all right so first of all thank you very much for joining us today uh I am Krupa singapalinda I'm the outbound PM director in the customer and Industry workflows team and I'm joined by my colleague sharath who is a senior principal product manager uh and part of the servicenow inbound PM team at customer and Industry workflows quick run through of the agenda we're going to talk about what are the business challenges that the servicenow service organization management solves for you what are the key solution components and then I'm gonna hand it off to sharath to give you a live demo of the functionality we'll do a takeaways and spend some time with q a so let me start with a story right I want you to introduce you to George Warren George is and he's a frequent traveler he always stays at Solana hotels so today he's staying at a Solana hotel in Arizona but what George does not know is that this location is not owned by Solana hotels it's actually owned and operated by a third party this is a franchise Hotel but he does not know that what happened last time he stayed at a different location he was charged extra so he wanted to talk about hey I know I was charged extra I want to deal with this issue but the trouble is the hotel staff at this location they are not Solana employees so they don't have access to George's Account Details they cannot submit a request they cannot submit a refund request they cannot help George directly at this location so what they tell George is hey you need to call the main customer service line and they are going to help you now What's Happening Here with George he's just thinking why can't you help me right so he is not happy with what's happening at this location and the hotel owner is also not happy because George is unhappy with this location not being able to help but the reality is they can't fix Georgia's issue because they don't have a choice they don't have the capacity okay now he can say hey this is a third party owned location but if it were my own uh store or office or whatever I'll do a better job and so let's take another story we'll talk about Joy right Joey he goes to Solana again this time Solana is uh was a big conglomerate they have a bank branch too right so he goes to the local bank branch for service he goes there regularly it's close by to his house but more and more recently what he's saying is there are long lines and long wait for service because there just isn't enough staff at this location and not only that two of his last three visits if he found that the ATM machine was not working now what's happening here for the branch manager Jason he unfortunately he doesn't have a full comprehensive view of what's going on in this location in one place so how many complaints are there about slow service or how many open repair requests are there on the different equipment and how many times did this particular ATM machine have problems right so what's happening here is Joey is unhappy with how the branch is being run and he wants he thinks maybe I should move to a different bank so what's happening here What's Happening Here is that customer expectations they keep rising and we all know the pace of digitization has significantly accelerated due to the pandemic from a customer's perspective they just want the same experience and they don't care whether it's a company owned or a third party owned location but from a company perspective and business perspective the systems and processes are just not the same between the two kinds and like we saw even if all the locations are owned by a company there are still challenges now when you think the business models are not just B2B or b2c anymore there's a b to B to C B to B to e subscription models uh you know this as a service not as a service everything right so what's happening is they don't have an end-to-end view of what's going on between the locations the partners the staff uh the base and finally we all know that even as this digitization and the macro economic conditions are forcing organizations to reduce costs to serve but businesses still rely on Old siled systems and manual process all of these things together are causing these challenges and solving this it involves many players and this is where I'd actually like to introduce you to this concept of what we call the customer service value chain if you think about it there are many players involved in getting these products and services offered by a company to the customer now the value chain could be on the customer side think you know implementation Partners or you know other authorized parties who are um supporting the customer this is supported by the customer data model but what about the value chain on the company side think about the physical locations that serve the customers like you know the branches and offices and stores and the staff members that work at these locations and I mean they don't even have to be physical think you know Outsource customer service or like a fully online bank these are still service organizations um and they don't even have to be owned by your company like we saw that it could be an authorized service station for a automobile company that's also a service organization that's part of your value chain so all these locations they even have some products and services installed to serve these customers you know think self-service kiosks or check out uh machines and things like that so this whole thing is what we're calling the customer service value chain and a key part of this is the service organizations I mean in fact you could actually think of them as the face of your brand that's where you are meeting your customers and this is really where the service organizations in CSM provide you out of the box the code framework security and guidance to model these entities and the relationships together out of the box so we talked a lot in the abstract on what a service organization is right so let's make this concrete with a specific example let's think Hospitality hotels we have all stayed in hotels so Solana hotels this is the company that's purchasing servicenow CSM to serve their customers through their hotels which are their their service organizations now this one it may have a hierarchy think you know there's a California region Arizona Colorado and each region might have company owned locations it could have third party franchise owned locations and each location has managers staff in the case of a Hospitality you know think general manager or front desk staff or housekeeping staff now they also have products and services to serve the customer and it could be anything from the Big Brand sign with the lighted sign at the front of the hotel to the furniture in the lobby to the coffee makers and the vending machines to you know Sprinklers and the utility system you need all of these working well to serve your customers well finally the staff there they could be requesting services for customers think hey my loyalty points didn't get credit they could be requesting on behalf of the location hey the oven in the restaurant kitchen is broken they could be requesting services for themselves on hey the new reservation software came in and I need to be trained on that now this in its entirety this is what the CSM service organizations lets you model all of these entities the relationships the scenarios the base all of them but this is also where I actually want to tell you that you know I showed you one example in Hospitality but what we did is we actually spoke to customers in multiple Industries when we built this capability now when we spoke to a retail customer they called their service organization stores if you think healthcare it could be a pharmacy a clinic a lab um and then think about the staff the retail calls them checkout clerks if your health care has a attached teaching hospital they have academic staff like professors and you know they serve that's their students and you think Automotive World there are a lot of uh franchise third-party owned locations in especially in this industry you could be having something like uh authorized service center and then some of the based items there might be machines service floor machines that are used to service your cars you take Financial Services with their branches and brokerages they might be having ATM machines and their staff are called loan officers and financial advisors now service organizations support all these scenarios and all these industries out of the box so how do we do it stigma can talk about what are the key solution components that make up the service organizations in CSM the first one is the data model so on this right side you see the customer data model which we use for modeling your B2B customers your b2c customers households and your customers implementation Partners Etc now on the left side is where the service organization data model this these service organizations like yours you know like I said the stores authorized dealers your investment advisors they are not your customers they are part of your customer service value chain but even if they're not owned by your company like a franchise they're still not your customers of course you still you need to support them you need to provide service but the service and the support they need is a different kind from what you provide your customers you are enabling and empowering these entities so that they can serve your customers better and there are you know more complex scenarios think about where you know you actually have your company employees working in a third party location you know this is common in retail Hospitality where you know you have the company employees working at franchise locations all these scenarios so we needed a different kind of a data model that supported all these scenarios and that's where the service organization data model comes in the next part is the business location service portal of course you know the like we said the support needs their day-to-day operations the capabilities they need are very different from a customer portal so what we have done is we have a purpose-built portal that gives you a holistic view of your service organization where you can handle your day-to-day operations like managing the staff or requesting support for this location or supporting any walk-in service customers have that particular location the third part is the business location based management now again here think about it right the service they're requesting is for the location now you have one employee he comes in submits a repair request and then you know he's not back on the shift for two to three days you don't want to wait right you want other employees who are working there to pick up the service request and follow this through now this is possible out of the box with Service uh service service organizations because you are actually requesting service on behalf of the location not the employee or the staff and the last part is of course the contributor users this is where you Empower both your internal and even your external third-party employees to contribute to the customer service where they can request support um services on behalf of the customer and at this point I would like to hand it off to my colleague sharath to give you a live demo hello everyone uh Hey Krupa that was a great overview of the service organization data models capabilities and I like the fact that it also is that horizontal Lewis supports different verticalized use cases great to know that thank you uh with that let me show you how this all comes together on an instant uh these are the key personas along with demo guards I definitely want to thank them because they'll help me in defining or describing the end-to-end Flow To You the demo scenarios are just break it up into four parts like you saw Krupa spoke about different use cases uh onboarding a new business location like you want to register a new business location you want to support your service organization so that they can provide better customer service you also saw Cooper mentioning how the service organization would come in handy to support your end customers like you saw us mentioning hey I have an issue with my loyalty points can you please help me right I'll also showcase that last but not least I also show you like how do you verticalize this after your business needs again all by low code configuration you don't need to touch anything you don't need to modify any of the security it's all coming for free with the setup with that uh again I'm just speaking to the same example of hospitality so just just want to let you know that this is not specific to hospitality it can be applied to any vertical uh just to continue the flow Solana hotel has franchised the business across Arizona and Colorado let's for example say ABC Corporation is Arizona hotels and XYZ is the corporation which is thrown in Colorado right let's see how it's all going to be set up in the system and just to build a story ABC carp has seen success with their Association on the East and they are going to expand on the west with that let me show you how a new business location would be created right for this I'm going to take the help of administrator this is a person I will set up the business location let me go to the admin screen uh here is where the admin gets in he can see the business locations you can type in business location just want to introduce you like we have internal business location uh in the examples Krupa was giving you internal business locations are company owned so all of these are owned by Solana hotel and the employees are also Solana Hotel employees it's more like company owned and Company operated now on the other side let's also jump onto external business locations so this is where our storyline begins you can manage your external business locations uh before you want to support them you want to know them on the whole right so ABC Corporation in the picture which I showed you ABC Corporation is owning pole of Arizona I'll just dive into it and Rosa please remember this person she's a general manager she looks after all the operations across Arizona right and Arizona we just saw that it has both East and West I'll open East just to complete the picture you have seen so East has three hotels already up and running Phoenix uh Peoria and Apache and let's see how it looks on the other area we saw that they had access to the east they want to operate a new business location or they want to open a new business location in West as well so here is where I'll go in so uh by clicking this you can just get in and start creating a new business location which is a custom Street and uh this this is bit important I'll emphasize on this you can specify whether this is a business location a physical location which has an address Associated to it or a business group we heard from our customers that hey there is an area uh which is actually having tons of other physical stores like you saw Arizona east or Arizona West that is a business group versus a physical location which is the business location in this case you can populate all of the details and just hit on Save here uh once you have the business location set up the next task is like oh this is fabulous can I get people working here how do I track a property manager who is working at this business location right here is where you can say it's a brand new staff uh you can also onboard existing staff I'll just Reserve this for other flow on the news tab you can see that this is Tim Jones who is actually a property manager here and we want to onboard them with a basic details and again this is our own catalog item you can add additional Fields as per your business need member type uh this is the fourth piece I was telling you but I'll just hold on it for a moment I'll not talk too much about it and break the shackles here uh let's see now once you know that this is a business location you want to onboard team Jones as a manager here you just brought in Tim Jones okay this is fabulous I just started a member to this what is Tim going to do here Tim by the way is a manager so this is the step you want to do you just want to add team Zone as the manager of this business location he's like a property manager who is taking care of this business location or the hotel so once you do that you see that Tim is added to this business location he has all the appropriate rides and I just want to introduce you to One More Concept here so Tim is a property manager here so he's having a responsibility of location manager contributor uh we have a documentation link to learn about all of these different responsibilities but for now just assume that he is a supervisor at that location he's a manager at that location and why did we do this is Tim could work as a supervisor at this location and if possible he could also be Associated different location he could have a completely different responsibility at one other real estate property of Solana so that's the reason we are adding team as a member which is the first setup the Second Step you need to do is you should all start a member responsibility in your when you're trying this out if you see that something is not working please make sure you're taking this one so you have set up the business location uh you have the members here let's just say you want to track the people like the product two of us telling you like you can also track the product deployed it could be coffee vending machine uh hotels or it could be ovens or it could be anything right but for now I'm just saying uh hockey vending machine at reception and you may want to specify what type of product it is I'm just choosing is the coffee vending machine so you've just seen like how to set up a business location how to add new people to the business location and even track the products of the business location uh although I cannot click through completely I'll show you how a fully blown business location would look like this is an operating business location like Phoenix uh is rolling up Arizona east is the property manager who's managing this location there are a lot of other people working here you have janitors so bye by the way I'm Sorry by the way you don't need everyone to work in customer facing roles you have janitors who are also tracked here you also have products uh product could be Hardware software it could be as simple as hey it's a coffee vending machine or a dishwasher or even oven or security camera sprinklers it could be anything which you think that Hotel needs to operate and this is all needed for Solana hotels to support them for day-to-day operations if a sprinkler is not working it's the security breed and you just you just want to make sure that everything is up and running to provide that best customer experience so that is where you define the business location let me just go back to my screen uh with this you just saw that how to set up a new business location right you're able to track the property you're able to register staff and even track the products and services because let me jump on to the second one uh here as well you have the properties of the Solana hotels which are up and running one of the property has an issue how does how do they request support on behalf of the property right uh I'm not doing a customer yet I'm just saying that the property is not operational for that let me take the help of Keith's Wilson who is a property manager this is the business location service portal which was talking about uh this is our standard portal dedicated to business location support you can have your services thrown up here which is specific to your business locations this is not customer support or consumer support it's all about supporting your service organizations you also can leverage the knowledge Base by providing all the FAQs frequently asked questions and everything uh which needs uh of a stand support like self-service support for these business location last but not least you can leverage our communities where one location is saying can you help me with a probably Gardener's contact number the other business location or the property can come in and help you with the contact details but for now like I said GPS the property manager the PCS that something is not working to be specific let me say coffee vending machine is not working there so he goes in again this is the catalog of support and services sorry I'll just take a step back you can have this catalog populated or created with all your industry specific functionalities although we just gave two options here two catalog items here but you can extend this as per your business need you can have multiple categories here this is all our standard service catalog functionality so once you have you want to report a case in this case KP was trying to report a case on behalf of the location he's saying that hey I'm reporting for Phoenix you know what this is a P1 issue because the coffee wording mission is not working so we are expecting guests to come in and they would expect a copy right it's a long day for everyone evening or morning we want this to be there so just raising the priority of this uh you can have any priority by the way here I'll submit the case so this is how uh KP requests support on behalf of the location so KP is requesting support on we have the location he can track the activity of the case here let me now go and introduce you to the second person after you just saw Kitty the property manager reporting the case requesting support on behalf of the location now Rosa if you remember she was the general manager for full of ABC Corporation right let's just go to Rosa so Rosa again like like you see she's using the same business location service portal let's say just creating a storyline here just to make it interesting uh Rosa is trying to visit the Phoenix uh Hotel so she's going into Phoenix by the way uh not sure if you have noticed uh Rosa is seeing many other business locations the reason why Rosa is seeing all of this is because of her internal security model which Krupa was touch basing upon we also have along with data model we have security so Rosa is a general manager of all of ABC Corporation so she gets to see the complete hierarchy that's how we designed this functionality you don't need to code anything it's all about the setup you just go in set that this is a manager of the topmost business location she has access to a complete hierarchy and in this case like I said she's planning a visit to Phoenix uh Phoenix uh Hotel she wants to get a comprehensive view of the hotel like who is working here who's the property manager what's the current situation there what are products deployed so this could be verticalized pretty well as per your business need uh if you're talking about Automotive I'm walking into this dealership I want to know how the dealership looks like is The Branding right uh are there the troubleshooting machines which are up and running we are coming up with a new uh probably car launch she wants to make sure that it is NF real estate she's paying a visit to this and she sees that this is super busy she's at the hotel she sees that there are tons of people flowing in now this is where uh I want to introduce you to one other functionality where Rosa can move people between business locations so Rosa was managing completely the whole hierarchy of ABC Corporation she can go in she can say I want to add a member right this time I'm not adding a new staff here so only thought new staff creation when we are onboarding a location it is where she's moving staff between locations he knows that we just onboarded Tim Jones who was who's the Newbie right he's new in the new hotel which is still kind of ramping up so she knows that there's no football there she wants to move him to this place right she just chooses him and she submits this request as soon as she does that she'll see them being part of this business location right this is other piece where uh Rosa can do like along with viewing getting a comprehensive view of the location she can also know people between the locations again is this not Rosa anyone who's sitting up the ladder can move people across right if you are a manager and now yeah it's a long day she's super tired already she wants to go and have a coffee now she just lands upon the same coffee vending machine which was not working now one way is she could go and report a case but she sees that there's a case already existing uh I think this should be interesting for you because so far if I if I request a case it's me who sees the case but as you see here it could be your peers working at that location who can see the case it could be the manager of that hierarchy you can also see the case so in this case Rosa wants to say that hey can you please expedite this case resolution I want this issue to be resolved as early as possible can you please expedite his presentation so she's trying to uh tell the solar corporation that hey can you please fix this I need support from you again uh probably I want to touch base this uh more like what we learned talking to customers and partners like you is in scenarios of franchising or internal or external business locations it's Solana hotels which is actually providing the customer support right in that course that's the reason the case is reported and John Jason he's the Solana hotels employee he is sitting in the central customer support team he's trying to resolve the case here with that let me jump on John dayson now so John Jason can see all the cases he's going to refresh this this show me that case so you just saw that there's a coffee vending Mission request which is requested by Phoenix Hotel so John opens this request he sees that okay there's there's an issue with one of the products uh I think there's a small issue here like sold products should be populated I don't why it's not I'll so once you have this you know that copywriting machine is not not working probably John thinks that this is something which needs a technician to visit right that's when he creates a work order uh this is all our in-house field service management capabilities where you can just say that hey buddy you know what something is not working here I need someone to visit it so I'll just save this you see that the work order is created for Phoenix you'll already have a this pattern technician coming in and fixing it this is a standard field service management flow you have the technician who goes in who resolves the case so you saw how the property reported the case and also the case has been resolved with Central HQ agent and you also had a field service variant with your soft hope this was helpful uh and this is how you have Solana hotels is maintaining the brand value and probably that's the reason why Arizona or ABC Corporation wanted to open a new hotel on the west side of it awesome this is great uh you also noticed Krupa talking about this data model also supports you to support your end customers right uh here is where I would like to introduce you to One More Concept like internal business locations so Frida for example is working at a hotel which is company owned or Solana over this portal so let's see how Frida looks at uh the experience of Frieza here locks into the same business location portal okay like I said Frida is an employee of Solana car and she's also getting the same portal so there's no difference between a company owned versus third party owned locations so Freda is here he wants to request support so either you can go to browse services or you can also go from here you can just these are just two ways to get to the same point so Frida is here uh he wants to report a case but I guess so you saw Krupa mentioning an example where George Warren was had visited a different hotel last time this time he's in a different Hotel he's trying to say that he charged me a lot last by it then what you quoted so Frieza is just saying that hey this is for George Warren right sorry about that so yeah this probably George is not existing let me go with Steven Smith right so she just chose Stephen Smith and she's saying that uh probably this is again walk-in and you're saying customer has issues with buildings for his during his last day right I just want to uh yeah I know I'm introducing a lot of Concepts to you uh I'll just introduce one more so as I said this is a company owned location and they have a small back office which also resolves customers cases so Freda is requesting a support on behalf of the customer who is Steven Smith here but she's also saying that hey I need support from our own back office team right so I can choose LA City Center West which is the same location whether it's an agent as well now there's a fulfiller actually who's sitting at that location to solve customer issues right so I'm just submitting a case here yeah the customer is now happy probably at least there's someone who heard them they registered the complaint or the case and let's see how this case will be resolved before the customer leaves the uh leaves the hotel for his current reservation so this is Charlie uh probably I'll just go back here so you saw how Frida locked the case for a guest who had an issue with their state now you see Charlie by the way Charlie is a location agent I'll show you what that means so you saw John Thiessen who are a agent in HQ the headquarter who can see all the cases right in the system they can track track every case that they can resolve every case but location agent uh Charlie he can only see cases belonging to his location he can only fulfill or resolve cases for his location he cannot see any other case in the system so Charlie can be Associated to multiple locations he can only resolve cases for this location that's the key here so Charlie opens the scale I'm sorry he can get He he'll see all the details about this customer he sees that it's a platinum customer he takes appropriate actions and resolves the case right and that's when the case is resolved and you'll have a happy guest we just saw the security of location agent which is inbuilt by the way uh there's no code uh you don't need to do any customization it's all part of the setup right so you have a happy customer now yeah I think this is where I'll introduce you to the uh I think this is more for if you're an implementer this would be really interesting for you uh all the experiences prior to this this most business focused where we said hey uh how do I request support on my dealerships how do I request support about my Public Service Agency all great fantastic how do I support my customers yes you just saw how you do that now this is where I'm I'm an automotive customer shut up like I'm an automotive customer you have this taxonomous which is very specific to your industry or horizontals right how do I tailor it to my industry I don't call anyone a location manager or location contributor probably I may call someone as a regional director or an area director right how do I do that so this is where uh I'll take the help of admin again because you're changing something in the system so you should your go-to person is admin for sure so we introduced this concept of related party configuration and just going into this so there are a lot of linear party configurations by the way uh but just in the interest of time I'll only show you what is relevant to service organization so in service organizations we have support for five to six like six different related parties right party types rather it's not parties it's party types so this is actually driving the security so when I said I am a location agent at lact Center West is this party type which is giving me access to the cases belonging to West along with the right row I'm sorry along with the right role so let's say Rosa right Rosa was the person who was the area director so she's actually a location manager so I'll go in so the functionality of location manager contributor is she's a manager she can get access to the complete hierarchy you come back and say that hey buddy we don't call someone location manager contributor in our world we call them area director right so you can pretty much override the label and please please follow this you should not save it rather you should do an insert and state we don't want you to touch any of our existing functionality uh so that that is intact you're just creating a label for area director and if you see this is the guy who's actually driving the security it's the responsibility uh which is driving all of these Securities based on your membership at the service organization uh just one more example uh we heard talking to a lot of retail customers and even dealerships I as a person own a dealership at the same time I could also work at a dealership right at one dealership I have the ownership rights like full full control over that business location but at the different business location I'm an employee there and I don't get every access there so they're not going any more role based it's called responsibility based all of this is tracked at a business location membership right uh you can track the membership at the business location so I'll leave it up here uh you can have your labels customized and if you want to learn more about these responsibilities please do refer to the documentation map your persona to the out of the box responsibility and just relabel that relabel rather in certain step please don't forget to answer and say yeah you just saw how you can quickly tailor this to your business needs right and okay so what does this offer what is service of data model offer overall right this is in a very high level in a nutshell this could be a takeaway as well we support the data models to track your internal external business locations who are the members at the business locations what are the products deployed at their business location yeah we do have walk-up experience as well we support walkup experience of this implications as well uh you just saw how the case is just transferred to a work order and a technician is on his way to it's all the case right that's around SSM integration you can pretty much track and Report issues for the products so once you track the product you can also report the issues this is about the data model and you also saw the security which is out of the box again all of the security is coming pre-packaged with service log data model you don't need to touch anything the manager can see everything across the hierarchy if you are a member of the service organization you can track cases created by anyone you saw Rosa she was checking out the case which got which create which was created by QP right so you can pretty much view a case created by anyone in your location and the location staff yeah this could be like we said across verticals store managers of POS staff or clinicians Hospital administrative staff branch managers any of those people uh last but not the least is the location service portal this is tailored for your internal and external business locations so you can push in content like knowledge articles self-service content anything which could help your business locations do their job day to day and focus on customer support we don't we don't want them to get lost in their day-to-day issues right we want them to focus on building your brand value they are they are the face of your brand like Krupa was mentioning so this is all provided of the Box this is from completely supporting your business location but you also saw how a business location could come and resolve a case right I'm a location agent at La west side I just saw the cases belonging to the website I did not see any other cases and using the latest and greatest capabilities of agent Works based customer central recommended actions all of the capabilities of agent workspace I was able to use them and resolve the customer's shoes with that let me hand it over to Krupa here thank you I mean that was a great demo that really showed the power and capability of the service organizations and I think you know I'd like to re-emphasize here that you know sharath took one example of the hospitality industry and the hotels but the capability itself is for you know any industry you have so yeah sure now you could actually change the labels of the different personas to suit your needs and then the scenarios of company owned locations third party locations this different kind of Staff models you have the different types of um grouping or hierarchies like you know it could be a virtual organization it could be a physical store a group um you know we we have spoken um and and we actually do have customers who implemented in different verticals different Industries taking this horizontal functionality and using it for their particular scenarios so the question is like you know when should you consider using service organizations you know the first one is do you serve customers from a business location or an organization and you want to report and resolve customer issues from that location then you should definitely think about using the service organization capability you may or may not have location hierarchies um they're not all Industries had these uh you know the the example that sharath had in terms of where you actually had staff members sitting on location it may not be as applicable in say um Hospitality but you could very easily think in a financial industry world you have you know someone um the the front loan officer making the request and then you have someone in the back who actually um you know taking care of that uh further down and then resolving it so they're all in that one location but you know you're not relying on hey send let me send an email to this person to see what's going on you're actually tracking the process and you have visibility end-to-end what's going on and that's really the value right so this is where you can actually measure how the performance is the uh the customer satisfaction the quality of the service how is the location functioning you when you want to have all of these capabilities available you should absolutely consider service organizations and you want to support the staff at the location um to get support for their store from uh from the central headquarters or um just you know where they are like like outside right where you want to unblock them from the day-to-day issues and really focus on serving the customers that's when you want to consider service organizations and uh finally you know you have products and services deployed you're not going you know one place to look at what's happening in your base some other place what's happening with your uh customers in the store what about the staff right so when you want to manage all of this cohesively from one place that's when you should consider business locations and finally if this again is not applicable for to everyone but you know if you have a mix of company and third-party owned locations and this is really like where we're you know um one of the if not the company that supports this capability of bringing your both uh external owned and internal locations onto the same system same process so you can really roll out consistently the same processes and knowledge to both your internal and external locations so that your customers get a seamless experience regardless of whether they are going to your you know the the franchise uh Mobile store versus company owned Mobile store they don't care right so you can serve them exactly the same way and when you want to support your franchise or your third party your dealership your uh external store independent providers the same way you support your own employee staff that's when you wanna come to service organizations and finally when you want to fully engage your third-party staff into your customers or is value chain where they are requesting help on behalf of the customers rather than saying hey you know you need to contact the main headquarters that's when uh service organizations really shines in providing the value to you now um what can you do next I'd say you know first go try it out right so these are the two plugins you need the business location plugin and then if you want to manage basis is the uh base plugin Go activate those two plugins and then model your own location so create it create the location change the labels create the staff assign them assign the roles and then see how they can request uh support for themselves the location or the customers remember yeah and we do have more information for you so you can check out the CSM playlist on the servicenow community Channel on YouTube we have some video shorts we will post the links um in the chat and then later in um the community post as well and then we do have the product documentation where we provide uh more detail uh on how the service organizations work all right thank you everyone for attending and for keeping it um really interesting with all your questions so we do have one final request for you please do fill that um feedback survey that will really help us thank you thank you once again thank you everyone good day bye