Sales order management app for Communications & Media

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hi my name is Kathy nef and I would like to welcome you all today to the live on service now webinar getting started with sales and Order management we're very excited to present this content to everybody today I'm here with Kupa singali she's on our a product management team I'm in product marketing and I'm just going to jump right in we'll introduce ourselves in just a moment so as always uh we want to talk about Safe Harbor we will potentially be talking about some forward-looking capabilities here in the product today so we always encourage you to make your purchasing decisions based on current uh capabilities there are lots and lots of live on service now events so if You' like you can scan this QR code to go out and see the full list so you can sign up for more and those are across uh all the parts of our product portfolio lots of them in Customer Service Customer workflows field service CSM and so on so please uh take a take a shot of that and uh that this link will also be shared in the chat today all right just a couple housekeeping items before we get started we're going to save questions Q&A for the end so please use the Q&A button at the bottom of your screen along the way and we'll take those questions uh as K and I present we'll and that we've got some others on the call to help get those answered for you this presentation will also be recorded and shared on the service now community and within that um there's a new new sales and Order management uh product area so look for that it's listed in other products so we'll have it out there and we'll also have h a dialogue that you can share in for the recording and it'll be on YouTube as well so we'd love it for you as always to fill out a survey at the end so we would love to get your feedback on the session all right so I'm Kathy nef I'm a director of product and solution marketing for customer workflows and I worked with the product team to help roll out uh sales and Order management from the product marketing side and I've got about a 20 plus year background in customer service have worked uh earlier in my career with Erp systems and a lot of the back office systems that everybody uses and so like I said I've helped launch uh sales in order management and I'd like to let Kupa introduce herself as well right thank you Kathy good morning everyone or good afternoon good evening wherever you are um Kupa singap I'm a Al product management director in the customer industry workflows I cover customer service management sales and do management and uh emerging Industries in our portfolio I've been with service now about uh two slightly over two years at this point I have a lot of background coming from uh Commerce and CX working in a variety of technology companies and I'm very very excited here with the launch of our sales and Order management product and all the capabilities and values that it's unlocking for for our service now customers great thanks Kupa I should mention too I've been at service now a total of about eight years uh within the customer service area customer service management so it's been a great ride seeing everything grow pretty much from the beginning so we have a quick poll question I think uh somebody's going to launch that for everybody and uh here it is we just like to know if you're familiar with service now's order management products so give us a quick yes or no great we can see those answers coming in wow that is really even we're looking at 5050 for the the responses to the poll so a little bit um staying pretty even about half and half slightly less that are not familiar 48% and 52% okay that's good that's really helpful to know because we'll be talking about order management as we uh go through here so here's the results that we got all right we're going to keep moving forward thank you I'm trying to get past that prompt here we go all right so I'm gonna uh take take a little bit of uh time and just before Kupa uh gives you a little deeper dive into the capabilities and then does the demo I'm going to talk about why we created sales and Order management and I'm going to talk about lead to cash and I'm talking about lead to cash as an endtoend process not just like Revenue the you know lead Marketing sales cpq and revenue billing systems but really the endtoend process across quoting order fulfillment and you know order management postale service right so that's what we mean by lead to cash and this is what we've heard from our customers over the past few years more and more your products and service offerings are are highly complex as you launch more and more service offerings the combination of products and services and how you sell those right customers need quotes on those things and then how you fulfill them has gotten there's a ton of variability in there and what that means is oftentimes the systems that you've used for those things like cpq systems order fulfillment systems they're they're not configurable enough so you might purchase a system like cpq for a business unit but then when you try to extend it to other business units within your organization it doesn't meet the needs and then you spend a ton of money with systems integrators and the need for customization to extend those products the same thing for order fulfillment systems right so and Erp systems are notoriously hard to extend and customize so we're responding to the complexity that we see out there the other thing as you look across lead to cache and I've got a slide in just a second that'll go through this in more detail but there's so many departments and systems that are siloed from one another and this is something service now has addressed from the beginning of of of its time but but everywhere that you have Silo departments and systems you have manual handoffs or you have to build custom Integrations across you know from the beginning of the sales cycle all the way through order fulfillment and then postorder system so we'll take a look at that in a little bit more detail but that's painful and expensive and it slows down uh the the whole fulfillment cycle the last thing is high customer expectations many of you we know you are B in your selling and support efforts and B2B customers your customers bring high expectations because we're all B Toc customers too we buy from Amazon we know what good seamless experiences look like and so expectations have just continued to increase and when you look at lead to cash I'm going to move on to the next slide you'll see how many touch points there are across your customer's Journey the end to-end journey to make it really difficult to meet your customer expect ation so I want to show a little bit about the to talk about the problems we're trying to solve vendors like service now all of us and and you also are trying to be more Omni channel in your service and in everything that you do with your customers to give them a choice of channels and how they interact with you right and that extends to lead to cash so as they come in they want self-service capabilities as they're purchasing and so this first part lead to quote we're trying to depict here the number of different systems that we know your organizations deal with and this we know this complexity is not going away you have CRM systems you have uh cpq systems if you're doing quoting you have credit check systems at the core you have Erp systems and so as you move across this journey there's some fragmentation there then as you move from quote to order and then to fulfillment this is a very complex area right there's a Chasm oftentimes between the quote and then fulfilling it and the all the the workflows that are required to do order fulfillment and you have a lot of systems that are being in integrated with here too as wellum order Management Systems Warehouse Transportation inventory systems we see a lot of field service requirements so as you have those products that need to get installed out in the field it could be it could require field service Personnel to go do that installation and I have don't have it in the diagram here but you many of our customers have projects that are required to kind of wrap around all that to manage the end to end uh fulfillment of the order as we move from there we go into invoice to cash right so you're going to bill your customer and then uh service now just to position it we're not saying that we're going to be the invoicing system or the Billing System but we are seeing a ton of exception handling in here and those are areas that are ideal for service now to help automate and orchestrate work so you have deductions disputes collection um you know recalls those types of things so those are all areas of complexity with a lot of manual uh work and then finally customer support then to provide great service they need access to see what was quoted to the customer what was fulfilled right and delivered what was invoiced so that they can provide great support experiences and many of our customers want to help service people service staff be able to sell cross sell upsell and handle renewals in a seamless way right which means to do that is a lot of integration of all these systems into this uh the the postale world so all of these kind of Disconnect points and and separate systems means delays to your sales cycle order fulfillment payments and ultimately renewals so this is the some of the problem we're trying to do to help accelerate this and speed it up right because it Cy times are long it's costly to do all that manual work and it's not good for customers to have all these separate touch points so what what we're focusing on is having a single platform for lead to cash and so we know that that landscape you have is complex and we're not you know going to do away with these systems we have always integrated it's been our position to keep what you have and let us be a layer that helps orchestrate the flow from end to end from initial custom acquisition all the way through fulfillment renewal and expansion and then handling those invoicing exceptions right so that's what we're doing with sales and Order management is really now tackling this in a more uh serious way so what I'd like to talk about now is what we released in the February store release along with um you know the Washington DC releas those were kind of aligned for us and so sales and Order management it's new but it's not and I've got a slide after that goes into kind of the depth of what we already have in order management so we've been here in this area with order fulfillment and service and now we've expanded upstream and we've expanded Downstream to uh postale service and Commercial changes so I'm going to walk through this at a high level Kupa will go into more detail but the new things in here opportunity management is new quote management is new we've actually had pricing and configuration that were sort of embedded within order fulfillment but now we're pulling those out and it's more kind of more cohesive here cpq think along those lines order or quotes can flow into orders order capture with automated workflows and directly into order fulfillment so if you have if you're familiar with commercial cataloges that help you quote and then fulfillment cataloges or technical cataloges that orchestrate all of the order complexity those are now seamlessly connected postale service we've done augmentations on contracts and entitles ments and then new capabilities for commercial changes move ad change disconnect types of orders right so that's kind of the high level it's underpinned by one set of cataloges the commercial catalog is the same catalog whether you're working on an opportunity a quote an order or doing a postale change right so you don't have to do a ton you there's still integration that's required oftentimes to bring in you know pricing and things like that from external systems but from a u UI standpoint and overall it's one catalog that everybody can use and you see here customer service management also is a foundational piece so this is how we can help to improve the customer experience across this end to-end journey to give customers one more consistent way of seeing all their data getting visibility and then being able to take action on it so that's the top level view of sales and Order management for those of you uh based on the polling question there's a lot of you who aren't familiar with order management it's not new right this started our first release in 2020 with some essential capabilities and we focused over the years the past five years on multiple releases of this it was very focused in the beginning on Telco and Technology because we wanted to handle the complexity that they have but since then in the last several months we've pulled all of these capabilities that are kind of horizontal into the base product so sales and Order management is a horizontal off offering there's also specific offerings for Telco and Tech and Manufacturing but the horizontal product has virtually all this stuff unless it's something very specific like the TM Forum apis that Telco uses or specific workflows for Telco the the all these product capabilities are now within sales and Order management so here's where we launched it so that's the that's a little bit of the history and where we've come from so how to think of this from a platform standpoint is that the now platform undergirds uh sales and Order management along with the other parts of customer workflows and so this release has seen an expanded uh foundation with objects now available to support endtoend sales and Order management things like opportunities and quotes the configuration engine pricing engine pricing you know territory things like that that will be embellished in the future and on top of this we have industry offerings uh that are specific with specific things for those Industries right so the the net effect of this is that you can do the configuration that you need to do uh because it's an extensible platform that accelerates your time to market for new products and services and the time to value and it it reduces the time frame for lead to cash so that you collect cash faster and we also want to note that geni predictive AI is also a core part of the platform that uh is being leveraged and will be leveraged more in the future a few just customer success metrics here um based on our work with order order management uh companies are experiencing much faster order fulfillment right order Fallout is a term it's like think of that as order cancellations orders that start but for some reason they don't happen it can happen for a number of reasons you don't have the stock you don't respond promptly you know companies have reduced order Fallout dramatically this has a big impact on revenue and just like in customer service if you improve experiences for agents you improve the customer experience and that's what we're seeing too with order fulfillment if you're delivering orders faster and more accurately then your customers are going to be happier so that's what we're seeing here um you know quick launch of services faster uptake and then savings from consolidating systems so lots of great customer stories that these are all out on our website if you want to go take a peek at those and I want to I I skipped something I want to come back what we're excited about is being able to sell fulfill and provide service on one platform this is unique right to be able to have this kind of end to- endend flow on one platform to eliminate some of those really t Integrations that slow down lead to cash and your order cycle so the you know why should you care we think companies want want to have this because it will help them accelerate revenue and improve their customer experience at the same time so tying back to those challenges we talked about you can now manage your complex products and services with an extensible platform highly configurable so you can get products and services to Market faster you can connect your Silo systems and teams that'll take out some of that manual processing and speed up revenue and then deliver a unified customer Journey end to end across lead toache to improve customer experiences so that's a little bit about why we created it and where we've come from and I'm gonna hand it over to Kupa now and she's gonna jump in uh to talk more about the details of the product so let me just give her control there you go thanks K thank you thank you Kathy um and thanks for that really great introduction on what we're doing with sales and Order management and why you as customers should think about service now when you're trying to address these challenges so uh from a capabilities perspective as as Kathy mentioned this is an expansion of our existing order management and Order fulfillment capability so we do have a product catalog that we had made available but now it's much more extensible and it lets you launch your products and services much much faster so your your time to value your time to Market is much higher and with the introduction of opportunity management you can actually map the product C catalog offerings based on the customer needs and recommend the best products and the best offers based on the customer needs as you're working through the opportunities and of course uh We've significantly expanded our cpq capabilities we had a pricing earlier but now we're able to support a much more uh robust set of pricing capabilities and then the ability to now actually create codes and some of the code management capabilities as well and finally uh know we have our um order fulfillment capabilities of course um that span your front middle and back Office Team and uh this is uh the capability beyond what we have in in um CSM around uh post sale service where it's now not just providing service but your support team can now handle poale changes upgrades renewals so that your support team can help Drive Revenue so let's go deeper into each of these uh capabilities a little bit the very first one is our product catalog and pricing management I'm going to combine both of them a little bit um and with this what you can do is we have support for uh multiple complex products so you could have uh products that have attributes and attribute options based on uh and then setting pricing based on those attributes so imagine you know your your you know very typical b2c example on a 32GB phone uh versus a 64GB 64GB is going to cost more so making all those options available and of course creating bundles on top with these offerings and being able to combine these product and Service uh offerings together so a a physical good with an Associated service plan that's a pretty typical example now we also introduced a uh from an agent experience perspective a very robust and easy to use um catalog management and catalog browse and search again these are all cable we are used to as users in our everyday life so you can go look through the category you can search based on the keywords uh um in the description product codes and once you land on the product offering you can actually launch the product configurator to pick and choose all the options that you've exposed as part of your product offering and and the to uh you know as Kathy was mentioning this is built in one Platform One data model so the same product configurator experience is available to you when you're creating quote versus when you're creating an order and afterwards even in a order enrichment and postale so it's the same experience from uh you know front office middle office to back office and and finally from a pricing point of view a lot of times we do you know that um customers maintain pricing um elsewhere so being able to have those pricing extension point to access those external price list or if you're having a very complex pricing strategy which is again pretty common in a B2B scenario you're able to use uh the outof the-box pricing matrices and configurations to address those pricing scenarios and of course one of the very common B2B use cases is account-based pricing where your businesses have negotiated specific prices and they maintain their own price list so that's something that comes out of the box as well uh opportunity management this is is uh new in our Washington release uh so as you can see here in the screenshot we support a con Bond view for your opportunities so from you can customize all the opportunity stages the different types of sales Cycles you have and during the opportunity stage you can actually do a guided selling type of an approach using a needs analysis questionnaire and based on the customer needs surface the uh the relevant product offering and of course you can also manage all the typical opportunity nurture activities like interactions any emails appointments you're setting again all of these leverage the same core platform capabilities service now CSM capabilities that you are familiar with so this really um makes sure that you are able to maintain that same experience same data same process across the journey so any kind of an interaction your sales agent has during the opportunity phase if needed is available to your support team when they are going through a renewal process so there are no more silos and you have that visibility across theable and of course when you're ready to uh turn this quote into an order all it takes is a single click is again it's all the same data same catalog and same pricing now moving on into the code management here is where you can see you one example of our uh product configurator here so again with uh showing all the configuration options and your agents are able to um tailor the product offering exactly to what the customer wants and because the Price Less and the pricing is automatically integrated here they don't have to think and figure out pricing it's automatically shown calculated and um customers they can give customers examp information what it cost and of course there are um additional capabilities here in terms of where you're are able to add some price adjustments based on um whether it is a uh you know a a premier customer maybe you want to give some discount or maybe because of Customer Loyalty or maybe you're trying to close the deal so you can add various types of discounts like you know bundling and offering a discount on top of that all these scenarios are also supported as part of the quote and from here again one click to generate your order when the customer is ready to place that order um again if you see a pattern here you'll see the same catalog same configuration option so that again that's intentional that means that your experience is seemless true and true now the further Advantage here that what we have introduced is what we call a post order capture enrichment so once you've actually captured the order a lot of times for very very technical products like in in Telecom or technology a lot of times you need more information when you're actually going to fulfill and deliver the product like doing maybe you want to know a little bit information about the site where the something is being installed but you actually don't want to hinder your sales cycle and stop that while you're capturing that information so what this lets you do is complete your order capture and close the deal and close the sale with the minimally required information and afterwards bring in the technical experts from your side uh as a customer and then bringing in as the business and bring the required technical experts on the customer side as well and then capture this information after the fact to actually complete the Fulfillment and delivery so this means you know first of all it's increasing your conversion rate because you're now waiting for all the information to close the order and then it's also increasing your U efficiency and reducing your uh order fallouts or incorrect uh fulfillment because you're having the right people with the right technical knowledge capturing that information at the point where it is needed uh and then the the final capability around order capture is we're calling the macd or the move ad change disconnect because a lot of times the the the um life cycle journey of the customer doesn't stop with the when you capture the order in fact that's really the beginning of the customer Journey almost with you so there are always requests like okay I need to move this or I need to temporarily suspend this so when you're able to support those kinds of workflows instead of having to cancel being able to temporarily disconnect means that now you have not lost that customer and you know you can uh activate it later on so that's reducing your customer sure that's reducing your customer acquisition cost right so and then a lot of times these postale uh changes do involve a level of commercial impact so maybe I want to add some more capabilities right so now using the same catalog same pricing when your support person goes to make those changes they don't have to bring the sales person back they can actually see what the commercial impact is and complete that uh postale engagement on behalf of the customer uh more easily uh and then order fulfillment this is where we've actually had this functionality for a uh very long time this is very robust uh we have the capability to handle very very complex um even uh fulfillment Cycles you know that are lasting sometimes even days and weeks and months and this is where you we have uh in Integrations with our um um SPM product for handling these long Project based fulfillments and then any things that require physical installation type of things where work orders we have pre-built Integrations with our field service management and again to as um Kathy showed earlier on having everything on one single platform means that uh you you there is a similar transfer from your order to your work order between uh s so and FSM and we also have uh this an orchestration plan of course so where you can actually create this fully detailed step by-step guidance on what does it take to actually fulfill this order and we have this very nice Gand shot view where you can actually see where are the various steps and more importantly see if there's anything that's delayed and that's putting the whole order at risk and you can see that at one glance and again uh I keep reiterating because it's the same platform so your customer service agent or your sales agent has access to this exact same information so when a customer calls and asks what is the status of my fulfillment that everybody can know exactly and give the same information to the customer so this again of course means you know higher customer satisfaction and then uh more visibility for uh your your your entire support team and the last one that I'm talking about is uh supporting inflight order modification so sometimes you place the order but before you're actually completing the Fulfillment then you are allowed to change the uh order until what we call the point of no return after that you can no longer make any changes and then at that point you're moving to a uh macd type of a work workflow you have to wait until the Fulfillment is compl complete and that kind of brings us to the customer life cycle workflows or um or more colloquially known as like the macd and this is where uh we support the change management on uh customer needs so I already mentioned like suspend disconnect resume move change and this supports again the same uh types of products and offerings that are available in the catalog so uh subscriptions contracts bundles um product and service offerings all of them together now this is where um I want to introduce a concept of what we call uh Primitives in sales and Order management so these are uh a set of apis that lets you define new workflows in a low Corde manner so here there is a uh a flow here from it's going from a sold product here to a uh change order and then um going back to order now your flow might be slightly different where maybe you don't want it to go to an order you want it to go to a quote but by the way that's a flow that's coming out of the box in the subsequent release but any such kind of flows where you want to transform an object in sales and Order management to another so sold product to order uh or quote to uh order any of these and and you want to add new Fields extensions you can do that in a local way using our uh primitive framework this and and and a big value on this you know as Cathy mentioned earlier there are thousands of different workflows uh in the entire lead to care cycle and they vary in needs quite a bit between different Industries different businesses so having this low code very flexible way of orchestrating all these your lead to cash workflows on top of the flexibility the platform is already providing with service now whether it's like whether you're using flow designer or um you know any in the core platform capabilities this actually lets you uh increase your time to Value time to Mark uh increase your time to value and reduce your time to Market and overall reduce actually like your total cost of ownership as you're able to absorb more and more of those workf flows yeah so here service now acts as a system of record or a system of Engagement depending on where you want to start your journey and where you want to expand and the the last piece here that I'm going to talk about is contracts and entitlements so we've had contracts in CSM but now we have actually expanded that quite significantly so if you're not creating the contracts and entitled within sales and Order management you can bring in contracts from thirdparty systems where uh as part of your account you're able to gain a full 360 view of all your uh sold product your entitlements uh customer retails all in that one view but if you were actual and you can actually confirm and verify those entitlements with we've introduced an entitlement verification API so these two capabilities are available in both CSM and sales and Order management but what sales and Order management provides on top is you could actually capture those entitlement orders and create the contracts using service now workflows itself sales and Order management then your service team can enable and you can enable upsell and cross sell opportunities for them so um imagine and know someone is coming in and said okay now I need to add increase my service coverage from I want to go from standard to Enterprise price your service agent can make that a change for that and um that kind of brings me like uh a big Summary of why service now sales and Order management because it's a coherent approach so it's single platform single data model one architecture is a platform that grows with you as you're growing and can handle all your complexities and as as uh whether you're expanding into new product lines new markets uh new capabilities it's one coherent platform and it's fully connected from your front middle and back offices across where um and to the co core service now platform and the CSM platform under it and it's very composable so the whole process and the uh modules are very reusable and configurable so you could start your journey as a um if if your biggest paino is in cpq you can start there and take the quotes into the system where you're placing orders or maybe you want to do the quote and order here but you want to do the Fulfillment elsewhere you can take the order elsewhere or maybe your opportunities are coming from a different system and you want to manage quotes here or maybe you want your post sale support team to create opportunities and take them into a SFA system where you are nurturing them all these scenarios are completely possible with the composable nature of sales and Order management and you can expand uh at your pace at your need and all of this of course means that you're getting a faster time to value and lower total cost of ownership so with that actually let me um switch over and actually give you a quick demo K I'm going to share my screen give me one second all right so are you able to see my exen here okay all right so let's take a look here we're starting with the opportunity um as you can see here you can see the convan view for all the opportunities that uh John Jason our sales agent is looking at we can see the various types of uh customer Journeys that are available out of the box one second and at this point John has closed a uh an opportunity and he has won it a 30,000 deal so you can see that they're actually moving it from uh negotiate to close one oh before I forget so um in this scenario think of uh Solana as the company that's actually selling security and security monitoring services to businesses um all right uh now let's go take a look at how uh now John Jason has actually received a request for a new quote for B Sales who are a uh let's say they are a real estate management company and they have rent on properties and they want to uh purchase new monitoring systems for all the apartments that they're managing so here uh John is able to have this full view of the account and then also see again what products do they already own so you can see uh the um base you can see the sold products that are on this account and then now he can actually go and create a new opportunity uh sorry actually create a new quote here you can see uh in a filling we F some basic information on the quote who's the con contact what's the description and then what's the quote expiration date and this is where we can actually launch the product catalog to addline items but before that let me show you the specific price list that we've talked about and this is where you have a standard price list but you can also have a negotiated price list that your different customers have for specific products in your catalog and now we'll launch the product catalog here and quickly search for let's say the automation bundle as we talked about we're going to launch the product configurator here and you can see all the different options on um let's say let's activate the monitoring PL turn on cameras uh indoor cameras a few sensors and let's actually validate and this is where the configurator we have capabilities to uh make sure that the right information is captured you can capture uh dependencies or validations between options so here they have to choose the connectivity option so we'll go ahead and add that and when we validate uh the order um the quote is correct so the offering is correct so we'll go and add that to the quote now I can take um let's take a look at the quote line items here you see all the products that got added and this is the pricing and we can also see the different kinds of uh price adjustments that were offered so it could be based on if it's a monthly discount on a bundle discount or it could be a markdown percentage or a markdown amount that you can support either at a l line item level or at the product offering level and on top of that if needed the agents can add manual adjustments on top as well so let's say the customer is happy with this and they're ready to place the order it's as simple as marking it complete and pressing the create order button which creates the order with the exact same line items here so I'm going to go ahead and review and submit that order and this is where the order is now seamlessly transferred to your fulfillment agent where they are able to see again the whole timeline view as we talked about and which ones are in progress which ones are at risk is there anything that to put the order in Jeopardy so they have this same view everyone has so that they can track the order uh and deliver and fulfill and deliver complete uh on time now let's move forward a few days a few months into the future where now now boxo wants to add a few more things they the current coverage in terms of the cameras is not enough for them now again same they call a customer service agent and you can see again the same view launching and they're able to see the sold products including the one that was actually uh uh place so we're going to actually select that and you can see now they can disconnect suspend or modify so we're actually going to modify this old product now notice it's the same product configuration and then now uh they can no longer change the plan here but they can add additional optional products at this point so we're going to mark them as um we're going to add a couple more cameras here we're going to update which is going to create a uh change order here to the sold product and you can see that we're changing the top level offering here and changing the outdoor camera order line item but the other ones do not have any changes so we're going to go ahead and submit this which means uh in the order will go through the same uh fulfillment process as before so this is just a uh in know quick view of all the capabilities end to endend that service now sales and Order management unlocks for our customers um and Kathy if you want to uh bring the screen back for where they can go for more information yep if you want to talk through these so um sorry KOA I was having trouble finding the unmute button I can just pick it up here um yeah so we wanted to share thanks for all the great questions coming in by the way I think uh there's folks on the call that are still answering those so keep those coming those are all excellent um resources so there's a lot more information available and you know the URL for the there's a new page on our.com servicenow.com for sales and Order management you can see the URL there or navigate to it under uh customer the customer experience section so there's a solution brief that talks about kind of lead to cach more generally and what we're attempting to do there and the problems we're trying to solve as I outlined today the data sheet for sales and Order management gives you a good deeper dive into the capabilities that K Kupa talked about I mean it's not super deep but it's like a top level uh overview of what comes with sales and Order management across the the endtoend product there's an infographic uh to to show more visually what we're doing and kind of a before and after how we can improve life an ebook un lead to Cache so and there's more resources if you go out to the web page there's lots of data sheets there's data sheets on uh opportunity management cpq uh you know the the life cycle customer life cycle workflows and contracts and entitlements so all of that if you scroll down to that bottom of that page you'll see a lot of information there so um you know there's other resources too about uh impact uh that can help organizations to get the most out of service now and give more kind of prescriptive guidance and get involved with your account there's a community there the link on this page training and certification we've been rolling out training on this product so you can take advantage of that and then expert Services Kupa do you have any more commentary on this slide in terms of resources um we will be launching more um implementation materials I'm actually going through the questions here and then looks like there are some specific questions around uh which plugins which roles uh and then how do we activate certain capabilities um so we we will be publishing our standard um um Workshop guides and process guides in the upcoming weeks so those would answer a lot of those questions and of course we will continue to do more um trainings and webinars and we will be launching a uh sales and Order Management training and certification course in the next uh few weeks or so a month I'm thinking four to six weeks so there will be a lot more material and content coming on this topic yeah thanks everyone for joining we will create a post in the community for this and you'll be able to watch the replay of this on the community and if you have any other questions you can post them there and we will we will look at them thanks all thanks everyone for joining thank you thank you for