Field Service Management -- The ServiceNow Field Service Management application enables you to manage work orders and related tasks, resources, skills, assets, and locations. Use this application to dispatch work order tasks and agents to the customer location for performing any kind of field work, such as install, repair, or maintain equipment.
Explore -- Use the Field Service Management application to manage work requests that are performed on location by field service agents. Whether you are starting or expanding your implementation of Field Service Management, learn more about available features to help create a seamless experience for your dispatchers, managers, and agents to resolve issues and fulfill requests.
Guided Setup -- Streamline setting up Field Service Management with guided setup.
Integrated work order entry -- Work orders in Field Service Management store information about requested work, including customer names and addresses, locations where work is to be performed, and any associated configuration items. Work orders can include one or more tasks that contain specific details about the work to be performed, such as required agent skills or part requirements.
Customer Experience -- The Customer Experience feature in Field Service Management provides customers with timely updates about their reported issues, enabling them to track the location of agents and provide agent feedback.
Work order insights -- Use machine learning algorithms in the Predictive Intelligence feature to recommend solutions for work orders.
Field Service Agent Efficiency -- Field Service Agent Efficiency helps optimize task assignment and scheduling for work order tasks by accurately calculating the work duration for a work order task.
Capacity and Reservations Management -- Field Service Capacity and Reservations Management enables managers to assign the appropriate amount of work to agents and contractor teams, ensuring they are not overloaded beyond their defined capacity. It helps plan work assignments based on priority and demand, ensuring business services remain available without overburdening resources.
Capacity Console -- The Capacity Console is a centralized, intuitive tool that simplifies the management of demand, capacity, and resources based on territories. Designed to empower organizations, it offers real-time insights into resource utilization, enabling them to optimize capacity usage, and adapt to evolving business needs.
Linear asset support -- Linear asset support in Field Service Management enables you to complete any essential task, such as maintenance activities or repairs, necessary for the optimal functioning of linear assets.
Workforce Optimization -- Manage and maintain the productivity of your workforce from a single location using Workforce Optimization for Field Service. Using this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.
Dispatcher Workspace -- Dispatchers can efficiently manage field teams and customer experience to achieve positive outcomes for your organization through Dispatcher Workspace. Forecast potential problem areas before they arise and maximize operational efficiency for both field teams and customers.
Dispatcher dashboard -- Get real-time visibility into work orders, schedules, agent locations and statuses through the Dispatcher dashboard.
Optimize Scheduling and Dispatching -- Explore how dispatchers manage scheduling and dispatching operations to verify tasks are assigned efficiently to field service agents, maximizing resource use and customer satisfaction. Discover the mechanisms behind effective task allocation, verifying that the right task goes to the right agent at the right time for smooth service delivery.
Appointment booking -- Appointment booking enables you to configure, manage and create appointments.
Dynamic scheduling -- Dynamic Scheduling is an advanced and flexible mechanism to manage work tasks for field agents. It makes scheduling easier and lets dispatchers handle exceptions and changes effectively.
Intelligent Task Recommendation -- Intelligent Task Recommendation helps dispatchers to improve agent utilization by recommending tasks to fill agent schedules. Agents can also view the recommended tasks and assign them to themselves using the ServiceNow Agent mobile app.
Schedule Optimization -- Schedule Optimization enables you to optimize task scheduling, auto-assign tasks, and adapt to changing conditions. You can create the best possible schedule that maximizes task assignment and minimizes travel time.
Field Service Crew Operations -- Simplify your scheduling process and create a crew of Field Service technicians that can be assigned to work together using the Field Service Crew Operations feature.
Inventory management -- Inventory management is the process of keeping track of parts and supplies, including the transfer of parts, consumption, adjustments and more.
Field Service Territory Planning -- Field Service Territory Planning enables you to create, view, analyze, and manage territories for better scheduling of work orders and work order tasks.
Playbooks -- Playbooks provide step-by-step guidance for your Field Service teams to complete activities involved in field service tasks.
Planned Work Management -- The Planned Work Management application works with Field Service Management to help organizations create and manage the planned work activities with recurring schedules at regular intervals. The planned work activities include, maintenance, inspections, audits or more.
Field Service Marketplace -- Field Service Marketplace optimizes contractor management, improves communication, and streamlines task allocation processes.
Virtual Agent -- ServiceNow Virtual Agent for Field Service Management enables field service agents to get quick answers to their work-related queries by interacting with a virtual agent through the Now Agent mobile application.
Questionnaires in Field Service Management -- Field Service Management supports questionnaires as a structured mechanism for collecting information from field service agents during the execution of work orders and work order tasks. Questionnaires can be used at any stage of a task—before work begins, while work is in progress, or as a condition for closing a task—and can be made mandatory to enforce compliance and completeness.
Survey-based questionnaires -- Survey-based questionnaires are the foundational questionnaire type in Field Service Management. Administrators can create question sets using the Survey Designer tool and associate them with work order tasks. When the configured trigger conditions are met, the questionnaire becomes available to the assigned agent directly from the task form.
Smart Assessment questionnaires -- Smart Assessment questionnaires enable Field Service technicians to capture accurate and task-critical information in a structured way during work execution. As part of completing work order tasks, Field Service technicians can be mandated to fill up questionnaires that record important details of the task.
Mobile experience -- Manage your field service tasks from anywhere using the Field Service Management mobile application. When not connected to the internet, you can still plan, work on, and complete tasks. Your mobile device will sync with the information when it next connects.
Monitoring and analytics -- Manage, supervise, and monitor various managerial activities involved in Field Service Management, such as managing work order task assignments, approving agent time-off, workload, and others.
Field Service Contractor Management -- Manage, supervise, and monitor various managerial activities involved in Field Service Management, such as managing work order task assignments, approving agent time-off, workload, and others.
Emergency Exposure Management -- Manage, supervise, and monitor various managerial activities involved in Field Service Management, such as managing work order task assignments, approving agent time-off, workload, and others.
Predictive analytics -- Manage, supervise, and monitor various managerial activities involved in Field Service Management, such as managing work order task assignments, approving agent time-off, workload, and others.
Example workflows -- The sample workflows in this section provide examples of how you can use Field Service Management to resolve issue faster, prevent issues from occurring, and work seamlessly across organizations.
Field Service operations -- This Field Service operations workflow example shows how a clinical engineering manager at a healthcare provider handles an MRI scanner issue that can be resolved with a firmware upgrade.
Field Service preventive maintenance -- This Field Service preventive maintenance workflow example provides an example of an aircraft maintenance manager setting up a maintenance plan to trigger a diagnostic alert after every 25 hours of flight time.
Field Service IT -- This example describes a coordinated Field Service and IT service management situation.
Configure -- Set up the features and work flows that you need to manage your organization's field service work.
Plan implementation -- Before starting on your implementation journey, take some time to plan your implementation, understand Field Service Management packaging and licensing, and take some training for the features you want to implement.
Domain separation -- Domain separation provides a structured and efficient way to manage complex, multi-tiered organizational environments. It allows for tailored access and control, ensuring that users see only the data relevant to their domain, enhancing security and efficiency.
Extension points -- Use extension points to customize various configurations.
Global domain configurations -- Administrators in the global domain can select configuration settings that determine how Field Service Management handles daily operations.
Guided Setup -- The Field Service Management Guided Setup provides a sequence of tasks that help you import and configure the foundation data for Field Service Management on your ServiceNow instance.
Advanced configurations for Field Service Management -- Customizations are the best way to get the most out of Field Service management. You can tailor your instance to give your organization the functionality to work exactly the way that is best for you.
Activate -- The Field Service Management (com.snc.work_management) is available as a separate subscription. This plugin activates related plugins, if they are not already active. After Field Service Management is activated, you can also activate additional plugins that provide demo data and enable a variety of features.
Additional plugins -- After Field Service Management is activated, you can activate additional plugins that provide demo data and enable a variety of features.
Quick start tests for Field Service Management -- Validate that Field Service Management still works after you make any configuration change, such as applying an upgrade or developing an application. Copy and customize these quick start tests to pass when using your instance-specific data.
Set up workforce -- Setting up your workforce involves configuring users, locations, territories, and other foundational data.
Google Maps -- Google Maps API keys are essential for accessing and utilizing the features provided by the Google Maps Platform in Field Service Management.
System properties -- Field Service Management requires Google Maps configuration for users to view maps and operate location features properly.
Google Maps APIs -- Field Service requires Google Maps API configuration for users to operate location features properly.
Locations -- Territory management determines, by geographical location, the individual or group best positioned to execute a service call.
Add -- Territory management determines, by geographical location, the individual or group best positioned to execute a service call.
Assign -- Territory management determines, by geographical location, the individual or group best positioned to execute a service call.
Assign location to users -- Territory management determines, by geographical location, the individual or group best positioned to execute a service call.
Assign location to groups -- Territory management determines, by geographical location, the individual or group best positioned to execute a service call.
Service Locations -- Install and set up Field Service with Service Locations to add and verify service locations on demand.
Activate -- You can activate the Field Service with Service Locations Support (com.snc.fsm_service_locations) plugin if you have the admin role. The application includes demo data and installs related plugins if they are not already installed.
Map locations -- Map a service location to a parent location by setting parent determination rules.
Create parent determination rules -- Create parent determination rules that facilitate assignment of a parent to a service location.
Set the default validation -- Set the default validation option that will be used when adding locations to a work order or work order task.
Customize location fields -- Customize ad-hoc fields for setting location appropriate location for work orders pr work order tasks when you add location using map interface.
Add Service Locations to catalog -- Add Service Locations functionality to a work order or work order task catalog item to enable the ability to add a location on demand.
Limit service locations -- Set the limit of maximum service locations that can be added per day by an external user.
Users -- As an administrator, you can configure user groups and individual users. A user is an individual who is a member of your Field Service organization and can access your instance.
Set up user groups -- Field Service Management groups are sets of users or agents, who perform specific tasks. Configuring your field service groups efficiently enables you to align the right skills and resources to the right tasks.
For agents -- Field Service Management groups are sets of users or agents, who perform specific tasks. Configuring your field service groups efficiently enables you to align the right skills and resources to the right tasks.
For qualifiers -- Field Service Management groups are sets of users or agents, who perform specific tasks. Configuring your field service groups efficiently enables you to align the right skills and resources to the right tasks.
For dispatchers -- Field Service Management groups are sets of users or agents, who perform specific tasks. Configuring your field service groups efficiently enables you to align the right skills and resources to the right tasks.
Additional user groups -- Field Service Management groups are sets of users or agents, who perform specific tasks. Configuring your field service groups efficiently enables you to align the right skills and resources to the right tasks.
Assign additional managers -- When Workforce Optimization for Field Service is active, you can appoint additional managers for your user groups, ensuring the continuity of work in the absence of a manager.
Configure an agent's profile -- Configure shifts, skills, schedules, and schedule attributes for agents in your organization.
Manage skills -- Field Service and Customer Service managers can create or edit skills, assign skills to agents, and view agents with a specific skill.
Mandatory skills -- Use the mandatory skills feature to identify any skills that are required for agents and technicians to work on customer service cases and field service work orders and tasks. Then assign cases and tasks to agents and technicians who have those required skills.
Configuring mandatory skills -- Configure the mandatory skills feature for use with the Customer Service Management and Field Service Management applications.
Migrate skills to the Task Skill table -- Migrate data from the Skills field to the Task Skills table to utilize mandatory skills support for executing tasks in a case or work order.
Territory Planning -- Field Service Territory Planning identifies the best matched territory for a work order task based on conditions that you set. You can then assign tasks to the individual agent or group best positioned to execute a service call based on the associated territories.
Activate -- You can activate the Field Service Territory Planning plugin (com.snc.fsm_territory_planning) for Field Service Management if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related applications and plugins if they are not already installed.
Create geographies -- Create geographies and assign them to territories to efficiently schedule and assign the most appropriate agents and crews for work order tasks.
Create a GeoJSON geography -- Create a GeoJSON geography by importing GeoJSON co-ordinates or drawing shapes directly on the map.
Create geography -- Create a GeoJSON geography by importing GeoJSON co-ordinates or drawing shapes directly on the map.
Create matching geography -- Creating a geography with matching attributes involves defining geographies based on specific criteria such as city, state, country, or ZIP code.
Create a composite geography -- Create a composite geography by combining different geographies into a single, powerful view for efficient planning. You can streamline tasks and optimize resources using a composite geography.
Edit a geography -- Edit the boundaries or shapes of an existing territory geography in a map.
Create a territory -- Create territories for optimizing agent and group scheduling. By mapping these territories to the territory model, you can maintain a record of your territory setup, ensuring efficient management.
Configure resources -- Configure resources for territories effortlessly by linking them to groups.
Assign groups -- Assign groups of qualifiers, dispatchers, agents, and crews to territories to optimize resource allocation for tasks.
Add agents -- Add agents directly to a territory without adding them to the assignment groups. Enables agents to start working on tasks right away.
Add crews -- Add crews directly to territories, allowing members from your territories to join crews instantly and handle tasks immediately.
Add suggested agents -- View suggested agents of a particular territory and add them directly to a territory.
Add managers -- Add managers and provide access to a territory to manage a territory or manage resources of an assigned territory.
Modify resource membership -- Modify the territory membership of agents or crews to make them available to work in a territory for a certain period, set their priority when assigning tasks, or mark them as inactive.
Enable territory model -- Activate the territory model to display the Territory field in the work order task form so the task can be assigned to an agent or crew associated with the selected territory. The territory model maintains a record of territories mapped to it.
Agent Efficiency -- Configure Field Service Agent Efficiency to define Agent Efficiency criteria and values for agents and more accurately calculate the work duration for a work order task or combination of tasks.
Activate -- You can activate the Field Service Agent Efficiency plugin (com.snc.fsm_agent_efficiency) if you have the admin role. The application includes demo data and installs related plugins if they are not already installed.
Create or modify efficiency criteria -- Create or modify Field Service Agent Efficiency criteria to evaluate agent efficiency and calculate the work duration for a work order task.
Assign efficiency value to agents -- Assign a Field Service Agent Efficiency criteria and efficiency value to agents to more accurately calculate work duration.
Field service holiday schedules -- Location-based holiday calendars map holidays to specific regions so managers and dispatchers can plan shifts accurately and reduce manual scheduling adjustments.
Crew Operations -- Create, modify, and enable crews and their requirements to complete work order tasks that require a crew of agents.
Activate -- You can activate the Field Service Crew Operations plugin (com.snc.fsm_crew_scheduling) for Field Service Management if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Create crews -- Create crews to assign work order tasks to a predefined group of agents.
Add skills -- Add skills to a crew so you know what crews are right for work order tasks that require unique skills.
Add an equipment skill -- Designate skills as equipment-related skills so that when a task that requires equipment skills is assigned, the correct equipment skills can be selected.
Create ad hoc crews -- Create an ad hoc task-specific crew for a task if existing crews are not available to work on the task or the task requires specific skills.
Update crew requirement -- Add or update the number of agents to perform a particular type of work for a work order task.
Add crew members -- Add agents to a Field Service crew as needed.
Identify the leader -- Identify a crew leader if one isn’t specified by the dispatcher by adding skills to the leader role.
Contractor capabilities -- Set up interactions with contractor companies, their managers, and agents with Contractor Management. Additionally, Contractor Marketplace allows you to push task to a marketplace when internal agents are unavailable.
Contractor Management -- You can configure Contractor Management to set up interactions with contractor companies and their managers and agents.
Activate -- Activate the Field Service Contractor Management plugin (com.snc.fsm_contractor_management) to use the Contractor Management application. This plugin includes demo data and activates related plugins if they are not already active.
Onboard a contractor company -- Onboard a contractor company to outsource field service tasks. The contractor company then sends its employees to the customer location to perform required tasks.
Onboard an external manager -- Onboard a manager from a contractor company to manage, review, and assign the outsourcing and assignments of work order tasks to their field agents.
Create work group for external agents -- Create groups to assign work to external field agents based on your requirements such as skills, location, and product models so you can route work order tasks to the most qualified field agents
Add external assignment groups -- Add external vendor assignment groups to the dispatch group to assign work order tasks directly to these external groups.
Onboard an external agent -- Onboard an agent for contractor company to assign the work order tasks.
Offboard an external agent -- Offboard external managers or agents of the contractor company to terminate their services.
Add additional managers -- Appointing additional managers in your organization ensures the continuity of work in the absence of a primary manager.
Add internal managers -- Appointing additional managers in your organization ensures the continuity of work in the absence of a primary manager.
Add external managers -- Appointing additional managers in your organization ensures the continuity of work in the absence of a primary manager.
Marketplace -- You can configure Contractor Marketplace to enable dispatchers to push tasks to marketplace when internal agents are unavailable.
Activate -- You can activate the Field Service Marketplace plugin ( com.snc.fsm_marketplace) for Field Service Management if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data if they aren’t already installed.
Modify marketplace eligibility -- Configure the eligibility criteria within task filter settings for Field Service Marketplace.
Capacity and Reservations Management -- Configure Field Service Capacity and Reservations Management to manage the distribution and assignment of the work capacity for work order tasks.
Activate Field Service Capacity and Reservations Management -- You can activate the Field Service Capacity and Reservations Management plugin (com.snc.fsm_capacity_management ) for Field Service Management if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:
Activate Field Service Capacity console -- You can activate the Field Service Advanced Capacity and Reservations management (com.snc.fsm_advanced_capacity_management) for Field Service Management if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:
Capacity reservation rules -- Capacity Reservations enable you to efficiently distribute the total work capacity among work order tasks based on their attributes, such as work type, location, and priority.
Reserve the workload capacity -- Capacity Reservations enable you to efficiently distribute the total work capacity among work order tasks based on their attributes, such as work type, location, and priority.
Create a reservation rule -- Capacity Reservations enable you to efficiently distribute the total work capacity among work order tasks based on their attributes, such as work type, location, and priority.
Create capacity allocation schedule -- The capacity allocation schedule helps manage and distribute your resource capacity over a set period, ensuring that a certain percentage of your resources are reserved for high-priority or same-day tasks.
Create a capacity definition -- Allocate work to different types of tasks based on the reserved capacity percentage and defined source of capacity for a territory.
Create capacity buckets -- Create capacity buckets for the selected capacity definition to distribute the workload capacity at different appointment slots throughout the day.
Create a capacity assignment -- Create the capacity assignment of work based on the selected source, such as agent schedules, tasks, or hours.
Create a demand channel -- Demand channels help organize and manage work by efficiently distributing resources. When creating a reservation rule, you can allocate a specific percentage of capacity to a particular demand channel. By tagging work orders or tasks with demand channels, you ensure they are routed correctly, improving resource allocation and scheduling accuracy.
Override a capacity assignment -- Override the default capacity assignment rules to accommodate changes in the plan within a capacity definition. This allows you to update existing capacity assignments for different time intervals, capacity reservation rules, and recurring patterns without creating a new capacity definition.
Example workflow -- Explore how dynamic scheduling intelligently distributes tasks, considering the defined capacity reservations, work types, and overflow settings, ensuring optimal utilization of resources in the group.
Workforce Optimization -- Enable Workforce Optimization for Field Service and configure settings to use the Scheduling, Teams, and Coaching applications.
Activate -- You can activate the Workforce Optimization for Field Service plugin (com.snc.app_fsm_wfo) for Field Service Management if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Set up scheduling -- Setting up scheduling enables you to manage events using the team calendar. You can create different types of event categories. Use scripted extension points to customize event types.
Configure event categories -- Configure field settings for event categories. You can create or update field configurations for events and specify if an event category should be excluded from shift coverage calculations for agents.
Create event types -- Create multiple events from the same category and add them to the team calendar with Workforce Optimization for Field Service.
Modify schedule adherence -- Configure and adjust the schedule adherence and conformance formulas using scripted extension points so that you can customize their calculations for your organization.
Event type extension points -- Use extension points to call scripts for event categories such as meeting, time off, or work time.
Associate attributes with events -- Schedule Optimization auto-assigns tasks and adapts to changing conditions by following policies to optimize travel time and agent availability. When Workforce Optimization for Field Service is activated, you can associate attributes to events using the sn_shift_planning_sched_attr table, enhancing optimization and overall scheduling accuracy.
Set up optimization for teams -- Organize your teams into assignment groups and create reports for those groups so that you can gain visibility into the team's performance.
Create KPI groups -- Organize your teams into assignment groups and create reports for those groups so that you can gain visibility into the team's performance.
Add managers to KPI groups -- Organize your teams into assignment groups and create reports for those groups so that you can gain visibility into the team's performance.
Set up coaching -- Manage agent skills and assess the quality of completed tasks. Use Predictive Intelligence to recommend skills for agents. Train your agents with internal and external learning content.
Configure an indicator -- Display any Performance Analytics indicator that has the Assigned to and Assignment group breakdowns to display in the Coaching Overview tab in the Coaching application. The indicators can display the average quality of work in the past 30 days or more.
Set up skill prediction -- Collect skill data based on the skills agents have used for task completion. Use supervised learning to recommend these skills for agents to resolve similar work order tasks. You can also find patterns in how skills are used to complete the task and use unsupervised learning to recommend skills for agents.
Use extension points -- Collect skill data based on the skills agents have used for task completion. Use supervised learning to recommend these skills for agents to resolve similar work order tasks. You can also find patterns in how skills are used to complete the task and use unsupervised learning to recommend skills for agents.
Configure a list menu -- Add list or list categories to modify the list menu for Coaching with Learning in the Coaching application in Workforce Optimization for Field Service.
Integrate third-party learning -- Connect your ServiceNow instance with third-party learning sites to pull learning content into your repository.
External Content Integration Sources -- Connect your ServiceNow instance with third-party learning sites to pull learning content into your repository.
Denormalized tables -- Denormalized databases collapse information stored in multiple tables into a single table. This collapsing of relevant data improves Field Service Management load time.
Update the data -- You can change the number of weeks' worth of data stored in denormalized tables.
Set up work orders and tasks -- When work is required, create a work order to provide information for the Field Service agents to fulfill the request. Create work order tasks to break down the tasks required to complete the work order.
Work orders -- Field Service Management uses a task-driven process, wherein each work order encapsulates a list of essential tasks. Upon the creation of a work order, a corresponding task record is instantly generated. Task-driven processing can provide structure and clarity for intricate projects.
Templates -- Work order templates allow you to quickly create well-defined work orders.
Create templates -- Field Service Management uses the work order template as a source of information for populating fields in a work order.
Create a knowledge article -- You can add knowledge articles and guides (such as installation guides, maintenance procedures, and checklists) to the default knowledge base for hardware, software, and consumable templates.
SLAs -- SLAs determine when work on a work order or work order task should be complete. SLAs are important because they keep work orders on schedule. For example, you may have a contractual obligation to complete any break/ fix work orders tasks within a certain time. You can use SLA to make sure the contractual obligation is met.
Manage a work order SLA -- View and manage work order SLAs from the Work Order form or the Work Order Task form.
View a task with an SLA -- View all work order tasks associated with work orders that have SLAs.
Delete an SLA -- Remove an SLA from a work order but leave it available for use with other work orders.
Work order states -- Work order follow a specific life cycle and move through a series of states, which are displayed in the State field on the work order record.
Qualification state for work orders -- Enable work order qualification so work orders move from draft to awaiting qualification, and then qualified before they’re ready for dispatch. Qualification allows for a quality check to make sure that the work order meets a certain standard before it moves to the next step.
Customize state flows -- State flows control the sequence in which records transition between states in the Field Service Management applications.
Configure -- State flows control the sequence in which work orders and work order tasks transition from one state to another. You can customize state flows to control the sequence in which records transition between states in Service Management applications.
State flow dictionary overrides -- A dictionary override in a state flow defines the starting state for all new records in a specific table. You set an override in tables that extend a base table only, so that your customizations are applied only to the extended table.
Work notes -- Work notes are used to communicate information about state transitions.
Field controls -- You can define controls for individual fields that are enforced when a record transitions between states.
Trigger events on state changes -- You can configure a state flow to trigger a registered system event when a task transitions from a starting state to a specified end state. For example, you can use events to trigger email notifications and create script actions.
Rebuild state flows -- Administrators can rebuild state flows when a mismatch between existing and new sys_ids occurs.
State flow cleanup -- The business rules, client scripts, and UI actions that the system creates automatically to perform custom transitions exist only while the state flow records that use them are present.
State flow example -- Your business processes might require work order tasks to be accepted automatically when dispatched to an agent.
Template Management -- Set up the advanced configurations for work order templates to enable the templates to process data dynamically instead of using the static information described in the work order templates.
Activate -- You can activate the Template Management for Field Service plugin (com.snc.fsm_template_management) for Field Service Management if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Configure data mapping -- Configure the work order templates to fetch data from a source table to populate fields in a work order form while creating a work order. The source table can be case, incident, change, or others depending on the source of origin for a work order.
Create field mapping -- Create a table map to configure the fields that are copied from a source table to the work order fields. The source of a work order can be a case, change, incident, or others.
Fetch data source table -- Enable work order template to identify the source of work order and then map data from that source table to the work order fields. This can be achieved by associating a table map with the work order template.
Configure standalone task templates -- Template management enables you to create standalone work order task templates and link them to different work order templates. This enables the work order templates to identify an appropriate task and create it for different work orders based on the defined filtering conditions.
Create a WOT template -- Create a standalone work order task template, which can be used by different work order templates to create the same task for their work orders. It saves you the effort of creating the same task template every time for each work order template.
Create relevant tasks -- Add the standalone task template to a work order template along with filtering conditions. This enables the work order template to identify and create the same task for different work orders only when the filtering conditions matches.
Signed PDF summaries -- In Field Service Management, customers can digitally sign and confirm work orders that are closed with the Closed Complete or Closed Incomplete state. A PDF summary of the signed work order is then created.
Activate Signature Pad -- In Field Service Management, customers can digitally sign and confirm work orders that are closed with the Closed Complete or Closed Incomplete state. A PDF summary of the signed work order is then created.
Work order tasks -- Work orders are composed of at least one, but usually multiple, work order tasks. The tasks in a work order can be assigned to one person, a group, or multiple Field Service technicians who operate autonomously. It’s easier to complete a work order when the tasks needed to finish the work are divided into logical parts that can be accomplished independently.
Create work types -- You have the option to categorize the type of work to be performed in Field Service to complete the task.
Work order task states -- Work orders are made up of at least one work order task. Work order tasks states are sequential and progress from one state to the next.
Scheduled state -- Administrators can optionally enable the Scheduled state flow for work orders and work order tasks. By configuring these settings, you can control when and how tasks are dispatched to technicians.
Questionnaires -- As part of completing some work orders and tasks, Field Service agents fill out questionnaires or complete check lists.
Survey-based questionnaires -- Admin can create survey-based questionnaires and associate them with work order tasks.
Activate -- You can activate the Field Service - Questionnaire plugin (com.snc.wm_questionnaire) for Field Service if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related applications and plugins if they are not already installed.
Create a questionnaire -- Create a questionnaire record and then associate it with Work Order Task table.
Time Recording -- Agents record time worked on tasks and activities. Time recorded entries automatically generate time cards and time sheets for approval by managers. Configuring time recording is optional, but will save Field Service agents from having to record their time manually.
Activate -- You can activate the Time Recording for Field Service plugin (com.snc.wm_time_recording) for Field Service if you have the admin role.
Configure categories -- You can configure time recording categories to align with the work your Field Service agents do.
Process Optimization -- Integrating the Process Mining application with the Field Service Management application enables you to analyze processes relevant to your KPIs, and identify bottlenecks associated with work order tasks.
Enable PDF summaries at work order task level -- Generate Signed PDF summaries after completing a work order task that includes details of the work order task, related work order, responses submitted in the smart assessment questionnaire associated with it, and the assessment score.
Work Configurations -- Field Service Work Configurations allows you to create work configurations for different types of work. A work configuration identifies the configurations and the data required for specific field service work.
Activate -- You can activate the Field Service Work Configurations plugin (com.snc.fsm_work_types) for Field Service Management if you have the admin role. Activating Work Configurations enables you to define configurations for a specific type of work, ensuring consistency.
Configure -- Use the Field Service Management application to handle different types of field service work. A work configuration identifies the configurations and the data required for specific field service work.
Manage -- Manage work configurations to ensure the configurations refer to the appropriate task tables and appear in the selected Service Management (SM) configurations.
Work order template -- The Field Service Work Configurations plugin (com.snc.fsm_work_types) allows you to add work configurations to work order templates. When you create a work order using the template, the work order tasks will be recorded in the task table specified in the work configuration.
Dynamic scheduling configuration -- The Field Service Work Configurations plugin (com.snc.fsm_work_types) allows you to set different dynamic scheduling configurations for different work configurations. Work order tasks that are dynamically scheduled will be recorded in the task table specified in the work configuration.
Example workflow -- Explore how to use Field Service Work Configurations for a break-fix task for MRI Scanner. This example workflow shows a customized flow, and an additional state for break-fix work order for MRI Scanner.
Planned Work Management -- Configure Planned Work Management to create and manage the planned work activities with recurring schedules at regular intervals.
Install -- You can install the Planned Work Management application (com.snc.fsm_planned_work_management) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Using extension point -- Extension points enable you to extend the functionality of an application and integrate customizations without altering the application code. Extension points are stored in the Extension Point [sys_extension_point] table.
Configure work plans -- Planned Work Management enables you to create, maintain, and schedule flexible work plans for any recurring activity that requires regular maintenance.
Create -- Create a work plan to specify how and when the work should be performed for any activity.
Migrate maintenance plans -- You can migrate plans from Planned Maintenance to Planned Work Management so that plans can utilize the features in Planned Work Management.
Add grouping criteria -- Define criteria to group similar work orders for a work plan.
Configure a work schedule -- After creating a work plan, it’s important to define specific criteria to determine when the plan should be executed. This includes defining the start date and end date for the plan's execution. To create a flexible work schedule for the plan, you can configure multiple work schedules for it and assign them accordingly.
Map a work order template -- Map a single or multiple work order templates to a planned work schedule. Add conditions to identify the relevant templates for the planned work records.
Map a task template -- Map a single or multiple task plan templates to a planned work schedule. Add conditions to identify the relevant templates for the planned work records.
Create planned work records -- Create a list of planned work records based on the number of configured work schedules, matching records, or the number of templates mapped to the schedule.
Generate work orders -- Create work orders for the schedule occurrence either manually or by configuring an automated job.
Run a scheduled job to execute a planned work schedule -- Planned work schedules are implemented regularly using the Planned Maintenance Nightly Run scheduled job. Planned work schedules are executed whenever it's meter, duration, script, or condition criteria meets.
Create work orders for schedule occurrences -- Generate work orders for schedule occurrences to maintain a record of specific occurrences or maintenance cycles of the schedule.
Suppress schedule occurrences -- Streamline and optimize maintenance activities by suppressing duplicate planned work tasks when different schedules overlap.
Reschedule planned work order -- Reschedule planned work orders by advancing or delaying the occurrence date of the schedule.
Configure schedule occurrence suppression -- Streamline and optimize maintenance activities by suppressing duplicate planned work tasks when different schedules overlap.
Group work orders -- Group multiple work orders for a work plan into a single work order based on the defined criteria.
Auto-population of access hours -- Defining default access hours for a work order task based on customer preferences such as account, location, or asset, enables the auto-population of the access hours for the task.
Activate -- You can activate the Field Service Management Access Hours Management plugin (com.snc.fsm_access_hours) for Field Service Management if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Access hour preferences for a WOT -- Set default access hours for a work order task based on the customer preference at various levels, such as account, location, asset, and so on.
Activate linear assets support -- You can enable the Field Service Management application to support linear assets by activating the Enterprise Asset Management plugin (com.sn_eam) if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.
Playbooks -- Playbooks provide step-by-step guidance for your field service teams to complete tasks. Use the playbooks feature to create processes to manage the life cycle of field service tasks.
Install -- Install the Playbooks for Field Service Management application (sn_fsm_playbook) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:
Customer Experience -- Configure the Field Service Management Customer Experience application to enable sending notifications to your customers through email and SMS.
Activate -- Configure the Field Service Management Customer Experience application to enable sending notifications to your customers through email and SMS.
Customer notifications for WOT -- Configure the Field Service Management Customer Experience application to enable sending notifications to your customers through email and SMS.
Request task management -- A request contains one or more tasks. These tasks allow qualifiers to define activities that must be done to complete a request.
Task windows -- A task window is the time period, bordered by start and end times, in which a task is performed.
Task template for common tasks -- If you have tasks that are often repeated across multiple jobs, you can create and reuse a task template in multiple request templates. You can also use it on a Work order request to pull common and repeatable information into a request.
Clone a request task -- Existing tasks can be cloned to create tasks with the same populated fields.
Quality Management -- Field Service Quality Management allows organizations to review work order tasks. It introduces the "Reviewer" role, who can review tasks and provide feedback. Reviewers can close tasks or send tasks back to agents when more information is needed.
Activate -- You can activate the Field Service Quality Management plugin (com.sn_fsm_quality) for Field Service Management if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Set criteria for quality review -- Configure criteria to determine which closed work order tasks qualify for review, enhancing efficiency and maintaining high service standards.
Inventory and asset management -- Inventory and asset management in Field Service Management refers to the process of efficiently organizing, tracking, and controlling resources such as equipment, parts, stockrooms, and other assets used in field service operations.
Stockrooms -- Configure stockrooms to strategically arrange and organise physical or virtual spaces to store and manage inventory items, such as assets or parts.
Create -- Create a stockroom in the Field Service Management application and assign assets to it.
Add preferred stockrooms -- Set up preferred stockrooms for work groups so agents can search parts from their preferred stockrooms using the Now Mobile Agent application.
Resource Scheduling -- Create equipment categories and instances to use when assigning crews or work order tasks.
Activate -- You can activate the Resource Scheduling plugin (com.snc.fsm_resource_scheduling) for Field Service Management if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Create an equipment instance -- Create equipment instances with unique identifiers to assign to crews or work order tasks.
Add skills to an equipment instance -- Add skills to equipment to ensure only skilled, certified, or trained personnel are assigned the equipment.
CSM/FSM Configurable Workspace -- Setting up CSM/FSM Configurable Workspace involves configuring Dispatcher Workspace and the Field Service Territory Planning Console.
Dispatcher Workspace -- Configure the Dispatcher Workspace to optimize task management and agent assignments.
Activate -- You can activate the Dispatcher Workspace plugin (sn_fsm_disp_wrkspc) for Field Service Management if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related plugins if they are not already installed.
Define colors for work order states -- Define colors for work order states so that you can have a visual indication of the task state in the Dispatcher Workspace.
Configuring Time Zones -- There are multiple ways to set up time zones with Dispatcher Workspace. This gives dispatchers the flexibility to see Field Service technicians' times in a way that works best for them.
Configure multiple time zones -- Add time zones for dispatchers to choose from and make it easier for dispatchers to see what time zones agents are located in. If there are too many time zones, you can also remove time zone options from a dispatcher's options.
Enable resource time indicators -- Resource time indicators allow dispatchers to see all the Field Service technicians' time zones on the calendar in Dispatcher Workspace at a glance. It takes away the math needed to calculate time zones differences between technicians.
Configure the fields for task cards or the CSP -- Add fields to task cards or the Contextual Side Panel (CSP) so more information is available to dispatchers so they can make decisions faster.
Configure event body fields for dispatchers -- Administrators can add fields to event bodies so dispatchers have more information about events when they’re viewing the calendar in Dispatcher Workspace.
Change the number of days -- Increase the amount of time that the hide off-shift agent shows on the calendar in Dispatcher Workspace so dispatchers can plan around agent schedules farther in advance.
Set up pins for map -- Unique map pins in the dispatch map mark the location of tasks and agents.
Change the image of the map pin -- Customize map pins so your dispatch map shows unique graphics relevant to dispatcher work.
Set up Dispatcher Workspace -- Automate processes and provide dispatchers with more information so they can get their job done more effectively.
Change the image of the calendar event icons -- Customize the icons that show on calendar events to clarify their purpose or match your organization's look and feel. You can substitute your existing icons from a different application so your interfaces match.
Clear resource filters -- If a dispatcher experiences loading issues in Dispatcher Workspace, you can clear the Dispatcher Workspace resource filters and that can help resolve issues with loading.
Enable dispatchers to add agents temporarily -- There are additional settings you, the administrator, can configure for dispatchers to temporarily add agents. You can enable more fields for dispatchers to search on.
Configure resources to load -- Administrators can configure the number of resources to load on the calendar in Dispatcher Workspace so the page loads faster with fewer resources. Or the dispatcher can see more information at a glance if more resources are loaded.
Configuring advanced resource filters for Dispatcher Workspace -- Advanced resource filtering allows administrators and dispatchers to create and save their own filters for Dispatcher Workspace. This lets dispatchers personalize their view in Dispatcher Workspace.
Configure resource filter options -- Administrators can configure more options for dispatchers to create advanced resource filters with beyond the default options.
Configure popover fields -- Configure the fields that appear in task popovers across Dispatcher Workspace, including the task panel, calendar, and map markers.
Configure an hourly calendar for Dispatcher Workspace -- Configure Dispatcher Workspace to show a calendar with each column representing an hour. In this document were going to show a five-hour calendar, but you can change the number of hours to fit your needs.
Customize Dispatcher Workspace with UI Builder -- Use UI Builder to build pages for CSM Configurable Workspace or custom web experiences using Next Experience and custom web components.
Configuring Field Service Territory Planning Console -- Field Service Territory Planning identifies the best matched territory for a work order task based on conditions that you set. You can then assign tasks to the individual agent or group best positioned to execute a service call based on the associated territories.
Configuring a map overlay -- Configure a map overlay to view its corresponding data items in the territory map.
Configure territory fields to appear in Territory Planning console -- Customize the information displayed for territories in the Territory Planning console by configuring the contextual side panel fields. This enhances planning efficiency with personalized data, helping to take informed decisions.
Configure event visibility -- Enable users to control the visibility of events and work order tasks that appear in the Calendars tab when Workforce Optimization for Field Service is enabled.
Workforce system properties -- Modify the Workforce configuration by setting system properties to enable visibility for both group and territory views.
Configure territory view -- Allow users to switch between viewing assignment groups and territories within Workforce.
Setting up a Field Service scheduling method -- In Field Service Management, a scheduling method is the process used to assign tasks to field technicians. As an administrator, you can choose the scheduling method that best meets your organization's needs.
Schedule Optimization -- Use Schedule Optimization to automate task assignment, create efficient schedules, and respond to changing conditions as they occur throughout the day.
Activate -- Activate the Schedule Optimization plugin (com.snc_schedule_optimization) for Field Service Management with the administrator role.
Territory-Based Optimization -- Enable the Field Service Territory model to focus optimization on territories rather than assignment groups.
Schedule Optimization for Planned Crews -- Use Schedule Optimization to assign tasks efficiently to planned crews, ensuring alignment with crew schedules and locations.
Create policies -- Create policies to promote factors like the travel time and an agent's availability. Policies determine how to optimize an agent’s schedule based on defined objectives or constraints.
Add objectives -- Add objectives to Schedule Optimization policies to achieve additional optimization goals.
Add constraints to a policy -- Add constraints to Schedule Optimization policies to define the mandatory conditions technicians must meet to be considered for a task.
Preferred technicians for tasks -- Add optimization features to the policy, enabling dispatchers to assign preferred Field Service agents to specific work order tasks, ensuring the right technician handles each task efficiently. Additionally, dispatchers can exclude agents who are not well-suited for certain tasks.
Prioritize work order tasks -- Incorporate optimization features into the policy to allow dispatchers to prioritize work orders, establishing the importance of each task.
Create a scheduling attribute -- Create scheduling attributes to specify which tasks to optimize and define the rules to perform the optimization. You can create different scheduling attributes configurations for each policy.
Travel estimate provider -- Set up a travel estimate provider in Schedule Optimization for each of your technician groups to streamline and enhance the travel planning process.
Travel time estimates with latitude and longitude -- Use the straight-line travel estimate provider in Schedule Optimization that provides built-in time and distance travel estimates based on latitude and longitude.
Create a scope -- A scope defines the scheduling attribute configuration, horizon offset, horizon range, and qualifiers for an optimization run. Scopes are required for batch optimization to run.
Create a batch -- Create an optimization batch to determine the interval at which optimization should run. Set the start date, batch start time and end time, and run frequency for the related scope.
Add or remove scopes from an optimization batch -- Create an optimization batch to determine the interval at which optimization should run. Set the start date, batch start time and end time, and run frequency for the related scope.
Intraday optimization -- Efficiently reassign tasks and maximize productivity by continuously running schedule optimization at selected intervals throughout the day.
Activate -- Activate Intraday optimization by activating the Field Service Management Scheduling Automations plugin (com.snc.sn_app_fsm_scheduling_flows) for Field Service Management. After the plugin is installed, navigate to flow designer to activate the relevant flows to trigger Intraday optimization to run throughout the day as scheduling conditions change.
Configure intraday optimization -- Continuously run schedule optimization at selected intervals throughout the day to efficiently reassign tasks and maximize productivity. Additionally, enable dispatchers to run optimization on demand.
On demand optimization -- Enable dispatchers to respond to unexpected changes by configuring on demand intraday optimization, giving them the ability to run Schedule Optimization ad hoc directly from Dispatcher Workspace.
Optimization for prioritized events -- Resolve urgent scheduling changes quickly and efficiently by configuring prioritized event optimization, which responds immediately to critical events and targets only the specific technicians and tasks affected, without reoptimizing all tasks and qualifiers.
validation messages -- An example of Schedule Optimization validation messages.
Example- Schedule Optimization -- This example shows three different ways admins can configure the optimization engine to schedule tasks.
Dynamic Scheduling -- Configure dynamic scheduling to let dispatchers to easily assign, change, or cancel work tasks. Optimize work order task assignments and streamline field service operations by setting up dynamic scheduling according to your organization's requirements.
Activate -- Activate the dynamic scheduling feature by activating the Field Service Management plugin (com.snc.work_management).
Process engine -- Dynamic scheduling streamlines the allocation of work orders and tasks to field service agents in real-time. This intricate process ensures that each task is matched with the most appropriate agent at the most suitable moment, thoughtfully considering a range of variables, including agent availability, location, skills, and workload.
Roles and personas -- Key responsibilities of individuals involved in optimizing task assignments and resource management.
Set up agent schedules -- Dynamic scheduling uses Field Service agent schedules to determine work order tasks to assign to agents. There’s an order in which dynamic scheduling checks agent schedules to see if agents are available.
Set assignment method -- Select dynamic scheduling to automatically schedule and dispatch work order tasks.
System properties -- Set up properties to customize the behavior and functionality of the dynamic scheduling process according to your organization's needs.
Example - Dynamic Scheduling -- Explore how Dynamic Scheduling prioritizes the best agent for a task, focusing on key matching criteria.
Configure dynamic scheduling -- Dynamic Scheduling enables automatic task assignment to field agents based on predefined rules and configurations. This feature helps streamline task distribution by verifying the correct tasks are assigned to the most suitable agents, optimizing travel time, skill matching, and task priority.
Task filter -- Dynamic Scheduling enables automatic task assignment to field agents based on predefined rules and configurations. This feature helps streamline task distribution by verifying the correct tasks are assigned to the most suitable agents, optimizing travel time, skill matching, and task priority.
Matching criteria for assigning tasks -- Dynamic Scheduling enables automatic task assignment to field agents based on predefined rules and configurations. This feature helps streamline task distribution by verifying the correct tasks are assigned to the most suitable agents, optimizing travel time, skill matching, and task priority.
Task ordering rule -- Dynamic Scheduling enables automatic task assignment to field agents based on predefined rules and configurations. This feature helps streamline task distribution by verifying the correct tasks are assigned to the most suitable agents, optimizing travel time, skill matching, and task priority.
Task unassignment constraint -- Dynamic Scheduling enables automatic task assignment to field agents based on predefined rules and configurations. This feature helps streamline task distribution by verifying the correct tasks are assigned to the most suitable agents, optimizing travel time, skill matching, and task priority.
Example - Assign preferred technicians -- Automatically assign preferred Field Service agents to work order tasks so the correct technician is assigned to the task. If a Field Service agent isn't a good fit for a task, you can also exclude them.
Example - Ignore excluded technicians -- Add dynamic scheduling task filters to ensure that work order tasks are not assigned to agents who are excluded from the customer account.
Configure Intelligent Task Recommendations -- Efficiently recommend tasks to agents using Intelligent Task Recommendations, a feature that aligns tasks with agents based on predefined policies and filtering conditions. Determine the applications through which you can access task recommendations.
Activate -- Activate the Intelligent Task Recommendation plugin (com.snc_task_recommendations)) for Field Service Management if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:
Task Recommendation Policies -- Create policies to recommend the best available work order tasks for agents based on the specified rules and conditions.
Filter constraint or ranking criteria -- Define a filtering constraints or a ranking criteria for a task recommendation policy. Filter the best matched tasks for the agent based on the filter ordering rules.
Map applications -- Map applications to task recommendation policies. Provide access to these policies within those applications.
Custom recommendation criteria -- Define recommendation criteria that policies can use to rank or evaluate tasks for agents.
Route Optimization -- Route optimization is essential for improving resource allocation in field service management. It strategically reorders tasks to reduce travel time for field agents, enhancing both productivity and customer service.
Additional scheduling configuration options -- Optimize resource allocation and ensure timely service delivery with the advanced scheduling and dispatching capabilities, designed to manage technician workloads and prioritize high-priority tasks.
Task Bundling -- Bundle work order tasks to keep similar tasks together.
Activate -- Activate the Task Bundling plugin (com.snc.fsm_task_bundle) for Field Service Management if you have the admin role.
Dynamic Task Bundling -- You can create policies and rules to bundle tasks automatically with Field Service Task Bundling.
Task Bundling policy -- Create a task bundling policy to apply various rules for dynamically bundling tasks with Field Service Task Bundling.
Task Bundling rule -- Create a task bundling rule to bundle tasks dynamically according to the selected parameters with Field Service Task Bundling.
Add qualifiers to a task bundling policy -- Add qualifiers to task bundling policies to define whether policies apply for either assignment groups or territories with Field Service Task Bundling.
Schedule dynamic task bundling -- Schedule dynamic bundling to run at a specified time with Field Service Task Bundling.
Execute a Task Bundling rule -- Dynamic task bundling policies can be manually run from the policy record with Field Service Task Bundling.
Configuring Appointment Booking -- Set up appointment booking to allow customers and service providers to schedule and manage service appointments efficiently.
Configure Appointment Booking -- Set up appointment booking to allow customers and service providers to schedule and manage service appointments efficiently.
Activate -- Activate the Appointment Booking feature by installing the required plugins.
Domain Separation and Appointment Booking -- Domain separation is supported for Appointment Booking. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Enable or disable -- Turn the Appointment Booking feature on or off for an application and its individual services.
Application configuration -- Set up an application configuration to manage appointment booking settings across all services within your application. You can either create a new configuration or modify an existing one provided by Field Service Management.
Set up variables in a record producer -- Create specific variables in a Service Catalog record producer to capture essential details such as location and contact information when users book appointments.
Create a record producer -- Configure an appointment booking record producer and enable the appointment booking variable set to display the correct fields in that record producer.
Create a business rule to automatically generate appointment records -- Automatically generate appointment records from catalog item variables using a business rule. Creating this automation ensures the appointment details provided by users through the Service Catalog appear on the appointment calendar.
Create service configuration -- Service-level appointment booking enables customers to easily schedule specific services like installation, AC repair, or configuring printers, by customizing appointment availability, lead times, notifications, and booking rules.
Service configuration rules -- Configure appointment booking rules for a service configuration, for example, Point-of-Sale-Installation, to enable varying duration of appointments for this service.
Create advanced configuration -- Create advanced appointment schedules to offer customers specific time slots—like Morning, Afternoon, and Evening—for scheduling appointments. Advanced schedules let you customize availability to meet unique business needs.
Enable Seismic appointment booking calendar -- Use the seismic appointment booking calendar across all user interfaces to ensure a consistent and seamless scheduling experience.
Appointment slot recommendation -- Appointment Booking slot recommendation rules assist in identifying the optimal appointment times for customers. These recommended slots enable customers to efficiently choose the most suitable available appointment times.
Enable appointment booking slot recommendation -- Appointment booking slot recommendations help users quickly select the best available appointment times based on your configured scheduling rules.
Create a slot recommendation rule -- Create modify a appointment booking slot recommendation rules to categorize the appointment booking slots into recommended slots and available slots.
Add selection criteria for a slot recommendation rule -- Enhance appointment booking by adding selection criteria to your recommendation rules. Selection criteria help determine the best appointment slots to recommend to your customers—ensuring optimal scheduling based on factors like proximity, skill availability, or travel time.
Customize Appointment Booking email and SMS notifications -- Customize email and SMS notifications for appointments. These notifications help users stay informed and engaged throughout the appointment scheduling process—providing clear confirmations, reminders, cancellations, and rescheduling notices.
Set the starting day of the week on calendar -- Customize the starting day of the week on your appointment booking calendar to match your organization's scheduling preferences. By default, the calendar week starts on Sunday, but you can easily set it to any day (e.g., Monday) or revert it if needed.
Configure Advanced Appointment Booking -- Advanced Appointment Booking allows you to configure flexible schedules, holidays and appointment window durations for a territory.
Activate advanced Appointment Booking -- You can activate the Advanced Appointment Booking plugin (com.snc.advanced_appointment_booking) for Field Service Management if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.
Create an Appointment window configuration -- An Appointment window configuration defines the daily schedule for appointments, including start and end times, slot duration, breaks, and slot repetition intervals.
Create an Appointment service configuration mapping -- An appointment service configuration mapping contains the service configuration, service configuration rule, and territory for use in an appointment schedule.
Create appointment schedules -- An appointment schedule represents available slots as defined by its appointment window and service mapping configurations. Appointment schedules can be overridden for specific dates or slots to allow custom availability or capacity.
Override appointment schedules -- An appointment schedule override modifies default slot configurations for specific dates or scenarios, providing flexible appointment management.
Configuring Multi-day scheduling -- Field Service Multi-day task scheduling helps dispatchers manage tasks that require more than a single workday to complete.
Activate -- Install the Field Service Multi-Day Task Scheduling application to enable scheduling of work order tasks across multiple days. You can activate the Field Service Multi-Day Task Scheduling plugin (com.snc.fsm_multiday_tasks) for Field Service if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:
Setting up Soft Booking -- Soft Booking allows dispatchers to schedule tasks without triggering immediate notifications or downstream workflows. This feature provides dispatchers with a "planning buffer" to optimize agent schedules before confirming tasks.
Activate -- You can activate the Field Service Management Scheduling Automations plugin (sn_fsm_sched_flws) for Field Service Management if you have the admin role. After the plugin is installed, three flow designer flows and nine subflows are added to your instance.
Copy intraday schedule automation flows -- Duplicate the three intraday schedule automation flows installed with the Field Service Management Scheduling Flow Designer Flows plugin so if something breaks in the flows you activated, you can copy the originals again.
Change the recipients of notifications for intraday schedule automation -- You can change who receives notifications related to intraday schedule automation, so only the necessary recipients receive the notifications. For example, if an agent is late for a task, you can configure notifications to only be sent to the dispatcher.
Configuring Auto Assignment scheduling -- The auto assignment feature can be enabled for requests or tasks, depending on the Service Management (SM) application's configuration settings.
Automatically assign a request and a task -- The auto assignment feature can be enabled for requests or tasks, depending on the Service Management (SM) application's configuration settings.
Activate FSM Scheduling AI Agent -- You can activate the FSM Scheduling AI Agent plugin (com.snc.fsm_scheduling_ai_agent) if you have the admin role.
Task scheduling conflicts -- Some updates to work order tasks (WOTs) can cause conflicts when they occur during a scheduled task run. You can use a table to track these scheduling conflicts as they arise. Tracking conflicts helps you monitor and resolve issues efficiently, ensuring that WOTs and agent schedules remain up-to-date and aligned.
Setting up Field Service Mobile Agent -- Setting up the Field Service mobile application involves configuring the Mobile Agent application, customizing UI actions, and other functionalities to enable task management from your phone or other mobile device.
Connect to your Field Service data -- Connect the Now Mobile Agent application to your Field Service application instance to manage work on your mobile device.
Configure scheduled offline caching -- Configure system components to automatically download the cache in the background. If you are making changes to these properties, then you must create them first.
Enable chat -- Activate the Chat quick action so that field service agents can chat with a virtual agent using the Now Mobile Agent application.
Location tracking in the Now Mobile Agent app -- Location tracking enables you to track the activity and positioning of agents while they perform tasks. You can also use the feature to make sure your agents are safe and can be easily located.
Example to track location in the Field Service Management -- Make updates to action-based location tracking for more accurate tracking of an agent’s location. That way you can make scheduling adjustments on the fly if you see they’re location is farther away than anticipated.
Enable dark theme -- Turn on dark theme to alleviate eye strain and improve readability.
Field Service Contractor for mobile app -- The Field Service Contractor for mobile feature of the Now Mobile Agent application enables contractors to manage work order tasks.
Activate -- Activate the Field Service Contractor for mobile plugin (com.snc.fsm_ext_mobile) to manage work order tasks assigned to the contractor company. This plugin activates related plugins if they are not already active.
Activate Sidebar for the Field Service Mobile Agent app -- You can activate the Sidebar for Field Service Management plugin (sn_fsm_sidebar) for Field Service Management if you have the admin role. Activating this plugin enables the Sidebar feature on the Mobile Agent application.
Set up Virtual Agent conversations -- Predefined Field Service Virtual Agent chatbot conversations enable field service agents to view their work schedule for the day and update their tasks.
Install Field Service Virtual Agent Conversations -- You can install the Field Service Virtual Agent Conversations application (sn_fsm_va) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence: The application includes conversation topics and installs related ServiceNow Store applications and plugins if they are not already installed.
Activate -- Activate Virtual Agent for Field Service Management to start chatting with the virtual agent.
Activate conversation topics with NLU -- Integrate Natural Language Understanding (NLU) models with your Virtual Agent chatbot topics so that chatbots can analyze and understand the user's provided information. The chatbot can navigate the user to the right topic based on the inferred intent.
Set up Smart Assessment questionnaires -- Smart Assessment enables users with the administrator role to create smart assessment templates and associate them with work order tasks.
Activate -- You can activate the Smart Assessment for Field Service Questionnaire plugin (sn_fsm_smart_asmt) for Field Service Management if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Enable -- Enable Smart Assessment Questionnaire to enhance work order task questionnaires for Now Mobile Agent application.
Migrating to Smart Assessment -- You can configure Smart Assessment questionnaires by migrating from existing survey-based questionnaires and use smart assessments to gather data from users.
Migrate survey instances to Smart Assessment -- When you migrate a survey-based questionnaire to Smart Assessment, migrate all the associated instances of a survey to Smart Assessment and re-trigger them.
Author and publish a Smart Assessment template -- Author and publish Smart Assessment template, and associate it with Work Order Task tables to create Smart Assessment questionnaires for work order tasks using this template.
Create a Smart Assessment template version -- Smart Assessment questionnaire templates can be edited even after they are published and triggered for a work order task. When a new version of the template is published, the previous version moves to a retired state and future versions are generated from the latest version, without affecting in-progress and completed questionnaires.
Create Smart Assessment questionnaires -- Create a Smart Assessment questionnaire from a new Smart Assessment template and associate them to work order tasks to gather information about the tasks.
Activate Field Service Manager Mobile -- Activate the Field Service Manager Mobile app to let managers effectively manage their teams from their mobile device.
Map a case with a work order -- Define the fields you want to map between the case and the target work order table fields that you have already configured. This configuration automatically copies the values of mapped fields from the case to the work order when creating a work order from the case.
Integration with Industry products -- Provides an integration between the Industry products and Field Service Management application. This integration allows customers and consumers to manage case-related work orders and tasks across Industry Products portals and application interfaces, enhancing visibility and operational efficiency.
Customize the work order state transition map -- Users with the system administrator role can customize the work order state transition map, which maps work order states to project task states.
Integration with Change Management -- With ServiceNow Change Management for Field Service, create work orders from a change request and also track the progress of the work order directly in the change record when a state change occurs or a work note is added to the work order.
Install -- You can install the Change Management for Field Service application (sn_fsm_chg_mng) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Setting up Change Management -- Install and set up the Change Management for Field Service application to track work order progress directly in the change request.
Synchronize work orders with change requests -- Extension points enable you to extend the functionality of an application and integrate customizations without altering the application code. Extension points are stored in the Extension Point [sys_extension_point] table.
Integration with Incident Management -- With ServiceNow Incident Management for Field Service, create work orders from an incident record and also track the progress of the work order directly in the incident record when a state change occurs or a work note is added to the work order.
Install -- You can install the Incident Management for Field Service application (sn_fsm_inc_mng) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Setting up Incident Management -- Install and set up the Incident Management for Field Service application to track work order progress.
Using extension point for incident management -- Extension points enable you to extend the functionality of an application and integrate customizations without altering the application code. Extension points are stored in the Extension Point [sys_extension_point] table.
Integration with Virtual Conferencing -- With ServiceNow Field Service Management Virtual Conferencing Integration, collaborate with your customers and peer agents to resolve customer issues using the video and screen sharing options in Zoom and Microsoft Teams from the Now Agent mobile application. Provide timely support while away from your office or desktop computer.
Install -- You can install the Field Service Management Virtual Conferencing Integration application (com.snc.fsm_vci) if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application installs related ServiceNow Store applications and plugins if they are not already installed.
Set up Virtual Conferencing Integration -- Install and set up the Field Service Management Virtual Conferencing Integration application to interact with customers and peer agents using Zoom or Microsoft Teams meetings initiated from the Now Agent mobile application.
Customize the recording information -- Customize the Conferences related list to display specific information about conference recordings for work order tasks.
View details for recorded conference calls -- View details for a recorded Zoom and Microsoft Teams meetings initiated from the Now Agent mobile application by accessing the associated conference record for work order task.
FSM reports and analytics -- Set up reports and analytic to offer valuable insights that assist decision-making processes within an organization.
Platform Analytics Solutions -- Platform Analytics Solutions contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.
Field Service Platform Analytics dashboard -- The Field Service Platform Analytics dashboard displays the daily and weekly progress of work orders and work order tasks for your assignment groups.
Field Service Performance Analytics dashboard -- The Field Service Platform Analytics dashboard displays the daily and weekly progress of work orders and work order tasks for your assignment groups.
Workforce reports and analytics -- Configuring workforce reports and analytics involves setting up systems and processes to collect, analyze, and interpret data related to workforce performance and productivity.
Activate -- You can activate the Predictive Intelligence for Field Service plugin (com.snc.fsm_ml) for Field Service Management if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Suggest similar part requirements for work order tasks -- This example provides a use case of a medical equipment maintenance manager updating and training a similarity definition solution in the Field Service Management application to suggest the similar part requirements for a work order task.
Train the solution to suggest similar parts for a work order task -- This example provides a use case of a medical equipment maintenance manager updating and training a similarity definition solution in the Field Service Management application to suggest the similar part requirements for a work order task.
Use -- Use Field Service Management to manage work tasks performed on location. Match tasks to agents based on skills, geographic territory assignments, and available inventory. Collaborate between operations, field resources, and customers through mobile channels.
Prepare work orders -- Create work orders, and work order tasks using templates that integrate the right skills and scheduling.
Manage work orders -- Work orders are requests for off-site work. Users with the appropriate roles create the work orders and provide the necessary information needed for the work order tasks. Then other users qualify those work orders and create the tasks necessary to complete the work order.
Apply a work order template -- Work order templates enable users with the proper roles to automatically create work orders, tasks, and part requirements.
Create a work order -- When off-site work is requested, create a work order to provide information for the agents who fulfill the request. You can create an entirely new work order, or you can create a work order from these other record types: problem, incident, change, or project task. You can also create a work order from another existing work order.
Create task without qualifying a work order -- Create work order tasks and part requirements for a work order without qualifying a work order, when it is in the draft state.
Closing work orders -- In Field Service Management, work orders are closed automatically depending on the states of the associated work order tasks. Work orders are closed when all the tasks reach the closed state. It's helpful to understand what happens after an agent closes a work order task.
Cancel a work order -- Cancel a work order if the work is no longer necessary or if it is a duplicate of another work order.
Delete a work order -- For tracking purposes, you should close or cancel an existing work order that is no longer in use. Closed and canceled work orders are inactive and don't appear on work order lists. Avoid deleting a work order unless you're cleaning up errors, such as duplicate work orders.
SLA for work orders -- ServiceNow SLAs track the service level provided by groups and individuals.
Use a SLA map -- View open work order tasks and their SLA status.
Assign work orders for linear assets -- In Field Service Management, you can create and view work orders and work order tasks specifically for the inspection of linear assets. This enables you to systematically assess the condition of the assets and take the necessary measures to maintain the reliability and performance of the linear assets.
Create a work order for the planned work -- Planned work records enable the scheduler to create future, everyday (on regular basis), or on-demand work orders based on the associated work schedule.
View schedule occurrences for a planned work -- A Schedule occurrence represents a single instance when a work order is expected to be created. Schedule occurrences are automatically created when a schedule is created or updated.
Generate work orders for upcoming days -- Determine work orders in advance for the upcoming period in future, for example, for the next 30 days, one year, or more. It helps to plan the work force and required parts for the upcoming planned work. This provides long term visibility into upcoming workload and supports proactive planning.
Run a planned work schedule on demand -- Planned work schedules mainly run using the Planned Maintenance Nightly Run scheduled job. However, you can make the schedule to run immediately or change the date when a schedule should run, if needed.
Refresh plans -- Run the job Update planned work records on Demand to refresh the planned work records of a maintenance plan on demand or regularly at scheduled intervals.
Work plan example -- You can create a work plan to define a maintenance schedule for multiple assets based on their installation date.
Maintenance schedule -- You can create a work plan to define a maintenance schedule for multiple assets based on their installation date.
Planned Work Management dashboard -- Planned Work Management Home page enables you to monitor your work plans, schedules, and work orders.
Plan calendar -- As a planned work administrator or planner, you can manage schedule occurrences and work orders for planned work directly from the calendar. You can review event occurrences, cancel any duplicate work orders, generate new work orders, or make modifications to the schedule occurrences as needed.
Create events in Planning calendar -- Create and view the schedule occurrences and work orders of associated work plans through the planning calendar.
Cancel events in Planning calendar -- Cancel a schedule occurrence and the work order events of its associated work plans through the planning calendar.
Qualify a work order -- Work orders must be qualified to ensure that work order tasks are created and assigned. The qualifying process can be automatic or manual.
Request additional information to qualify a work order -- Transfer orders move necessary parts to the location where the agent can receive them. If there is not enough information to create a transfer order, the dispatcher can request more details from the qualifier.
Troublehsoot and qualify a work order -- When a work order is assigned to you for qualification, review and qualify its tasks to ensure that they contain enough information for the groups that are dispatched to work on them. Qualifying work order tasks is required only when Field Service Management is configured for manual qualification.
Move a work order task to the dispatch queue -- If Field Service Management is configured to automatically qualify work orders, tasks are also automatically created for the orders. When one of these automatically created tasks is assigned to you, select a dispatch group for it and move it to the dispatch queue.
Manage work order tasks -- Use work order tasks to define separate activities that must be done to complete a work order.
Create a work order task -- Create work order tasks to define the technical details, skills, scheduling window, and resource requirements needed to complete a work order.
Set technician preferences for tasks -- Specify the technician assignment preference for a task, indicating whether a technician is marked as Preferred, Secondary, Excluded, or Required for the work order task.
Exclude technicians -- Exclude Field Service technicians from being assigned work order tasks with dynamic scheduling, or Schedule Optimization.
Create dependencies between WOTs -- If a work order contains multiple tasks, you can create dependencies between the tasks that determine the order in which tasks are performed.
Create task dependency -- In addition to creating work order task dependencies that are inherited from the associated work orders, you can also create work order templates that contain task dependencies.
Create advanced task -- You can create work order templates that contain advanced task dependencies.
Part requirements -- After all work order tasks are qualified and the parent work order state automatically changes to Qualified, you can request more information from the qualifier, if necessary, and source any part required for the tasks.
Source parts -- Sourcing a part is the process of reserving and obtaining an asset described in a part requirement record by transferring it from one stockroom to another.
Source part and assign agent -- The work order sourcing option is useful when you want to assign a work order task to agents who already have the required parts in their stockroom or to a specific agent who needs you to obtain the parts for them.
Source parts for WOT -- Source parts from your preferred stockrooms or assignment groups to ensure work order tasks are completed promptly.
Pick up an asset -- Agents can view a consolidated list, grouped by stockroom, of all their assets that are waiting to be picked up.
Manage transfer orders -- Use a transfer order to move necessary parts between company stockrooms or to a location where an agent can receive them.
Merge transfer orders -- After you submit a new transfer order, the system examines all existing transfer orders attached to the current work order task to determine if the new transfer order can be merged with any of the existing orders.
Review a task -- As a reviewer, review the details of a work order task. If the details are sufficient, you can close the task. If more information is required, send the task back to the agent so they can add the requested details.
Using rate types and labor rate cards -- Use rate types and labor rate cards to define different cost rates for different activities recorded by field service agents.
Assign ad-hoc Service Locations -- The Field Service with Service Locations feature enables you to add and verify service locations on demand.
Learn about Setting ad-hoc locations -- The Field Service with Service Locations feature adds options to provide an ad-hoc location when creating a work order or work order task on ServiceNow AI Platform, Agent Workspace, or Customer Service Portal.
Managing workforce -- Oversee agent schedules, manage resources, optimize territory coverage, and handle crew tasks and assignments to ensure efficient and effective coverage.
Managing territories and agents -- Use the Territory Planning Console to assign work orders or work order tasks to agents or crews in the territories that best match their location based on conditions that you set.
View favorite territories -- View and manage territories and their associated resource details in the list view and on a map.
View territory information in CSP -- The contextual side panel offers valuable insights and easy access to territory information, helping you make well-informed decisions and efficiently manage your territories.
Change map marker -- Update the location of your map markers for a dynamic and accurate visual representation of your data entities on the map.
Change schedule attributes -- Change the schedule attributes for your agents, offering the flexibility needed for specific work order tasks.
Agent availability and calendars -- Agent availability and calendars help manage workforce schedules by tracking working hours, breaks, and time off. These tools ensure efficient task assignments and enhance productivity. Managers and agents can update availability, supporting better scheduling decisions.
Create a work schedule -- Users with the agent schedule administrator role can create one or more work schedules for a customer service agent or a field service technician.
Create calendar schedule -- Users with the agent calendar administrator role can create a schedule to use with the agent calendar.
Run the Daily Schedule Table -- Trigger the Populate Agents Daily Schedule Table to run so dispatchers can see the changes that they made without having to wait for the nightly execution.
Use Emergency Exposure Management -- Monitor the spread of infectious diseases by using Emergency Exposure Management to identify affected agents. You can also find agents and customers who might have been potentially exposed. You can view the compliance reports of agents and tasks.
View an Emergency diagnostic report -- View the diagnostic report to identify affected agents and potentially affected customers and agents.
Block the calendar -- Block the calendar of affected and potentially affected agents based on an Emergency Exposure Management diagnostic report.
Managing agent skills,schedules, and tasks -- Field Service managers can view and manage the skills, schedules, and work order tasks of agents in their assignment group.
Use agent calendar -- Users with the agent calendar user role can add events to their personal calendar and configure the calendar to show or hide different types of events.
Add event -- Users with the agent calendar user role can add events to their personal calendar and configure the calendar to show or hide different types of events.
Move event -- Users with the agent calendar user role can add events to their personal calendar and configure the calendar to show or hide different types of events.
Show or hide event types -- Users with the agent calendar user role can add events to their personal calendar and configure the calendar to show or hide different types of events.
Agent calendar -- Customer service agents and field service technicians can use the agent calendar to see work schedules and assignments and also add personal events such as meetings or appointments.
Allow agents to start traveling before shift -- Support flexible work types by allowing agents to start traveling before their scheduled work hours. For example, you may want to add travel time outside of an agent's scheduled work hours in case bad weather suddenly increases travel time.
Managing agents and tasks from Workforce -- Workforce is a configurable application that provides a centralized location for managing schedules, events, and tasks. Users with the wm_basic role can access the team calendar, agent schedules, and map to stay organized and informed.
Change views in Workforce -- Switching between assignment group and territory views in Workforce helps simplify planning and managing team tasks and resources efficiently.
Using the team calendar -- The team calendar in Workforce provides a centralized view of agent schedules and assigned tasks. It lists agents in the selected group and displays work order tasks, case tasks, appointments, and personal time-off events.
Managing agents and agent groups -- View agent events, add events for agents, and search agents and agent groups using the team calendar. You can also add or edit agent skills.
View an agent profile -- An agent profile displays the agent's personal information as well as the work status, schedule, location, and time zone. View the agent's profile from the team calendar.
Update an agent's profile -- Update shifts, skills, schedules, schedule attributes, and work order tasks for agents in your assignment groups.
Create a personal event -- Enable agents and managers to efficiently schedule events, including time off and appointments, through Workforce. Additionally, managers have the capability to organize meetings and schedule time off and training.
View personal events -- View events, such as agent time off, agent appointments, and meetings using Workforce.
View events on the Team calendar when WFO is installed -- View or hide events, such as appointments and work order tasks, on the Team calendar when Workforce Optimization for Field Service is installed to view only the events you want to see.
Using the map -- The map displays agent information and the tasks assigned to them. Field service users can search and view information about agents in their assigned groups and the status of tasks in their area.
View agent location history map -- Access a historical map of field service agents' locations to track and analyze their activities over time.
Capacity -- View, monitor, and manage the total available resources, such as time and workforce, that are used and allocated to tasks and projects.
View Capacity Usages -- View Capacity Usages information to track the capacity used by groups and agents.
Using the Capacity Console -- The Capacity Console is a tool designed for monitoring, managing, and optimizing resource capacities across territories and demand channels.
View data -- The Capacity Console is a visualization tool designed to address common organizational challenges related to resource availability and capacity utilization. It enables real-time visibility into capacity, identifies bottlenecks, and enables quick adjustments to meet changing demands, helping organizations optimize their operations effectively.
View territory and demand channel summary -- The Capacity Console provides a comprehensive summary of territories and demand channels, enabling capacity planners and managers to make informed decisions about resource allocation and management.
Update value and reservation -- The Capacity Console provides flexibility for capacity planners and managers to modify capacity value and reservation rule for better allocation of resources. Reservations determine the demand channels applicable and the percentage allocation of capacity for each channel on a given day.
Using Crew operations -- Use Field Service Crew Operations to assign the same set of resources repeatedly to the tasks that requires a crew to work on them.
Assign work order tasks -- Assign crews to work order tasks that require a group of agents to work on them.
Managing tasks on mobile -- After the dispatcher dispatches work order tasks to a crew, tasks are sent to the assigned members of the crew, which includes the crew leader.
Add resources to tasks -- Add resources that aren't part of a crew, like agents or pieces of equipment, if you realize they're required after the task has been created.
Add resource requirements -- Add the resources needed to complete a crew work order task, such as necessary agent skills or equipment items, to avoid delays after the task is assigned.
Change agent's time worked -- Update the time that an agent spent on a crew task if they spent more or less time on the task than the rest of the crew.
Workforce Optimization -- Enhance the quality and efficiency of your teams using smart scheduling, team structure, and real-time refreshing single scores. Assess the quality of tasks completed, recommend skills for agents, and train them to address skill gaps.
Dashboard -- Monitor your teams' work and organizational performance using Workforce Optimization for Field Service. Stay on top of the status of the tasks your teams are working on at a given time.
Scheduling -- Scheduling in Workforce Optimization for Field Service enables you to manage your workforce resources efficiently by planning and managing schedules, staffing, and shifts across your teams all from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.
Create a work shift plan -- Schedule shifts for your team so that you can make sure that you are covering all work assignments and breaks. You can also specify the days of the week that you might need to override scheduled shifts.
Create an on-call shift plan -- Schedule shifts for your team so that you can make sure that you are covering all work assignments and breaks. You can also specify the days of the week that you might need to override scheduled shifts.
Create a schedule plan -- Manage your team's schedule by creating a schedule plan that covers a span of time and includes your team's work shifts. You can also assign agents to shifts based on their skills and availability to ensure you are using your resources efficiently.
Add breaks -- After creating a work shift, you can add schedule breaks to the shift.
Publish a schedule plan -- Generate a preview of your schedule plan and publish it so that your agents can see their shifts and schedules ahead of time. You can unpublish a schedule to make changes and then publish it again.
Track and Manage -- Create, update, or monitor your team's schedule from one location. You can approve or reject requests for swapping shifts or time off for agents within your assignment group.
Monitor schedule adherence -- Use schedule adherence to evaluate whether your agents are adhering to their assigned schedules. You can look for areas where low-value activity can be eliminated or reduced and further analyze staffing levels throughout the day.
Analyze adherence and conformance -- View the time worked summary of your team members to determine whether your teams are adhering to planned schedules. You can also use historical adherence, a reporting view of real-time adherence, to see how well your agents have followed their schedules in the past.
Add events to the team calendar -- Create a meeting, training, time-off request, personal, or an ad hoc work event from the team calendar.
Teams -- Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another.
Analyze performance trends -- Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another.
Coaching -- By using Coaching in Workforce Optimization for Field Service, you can assess your team's abilities to efficiently resolve tasks by reviewing their work at critical moments of providing field services.
Skills Overview -- Use Skills Overview to analyze skill data, such as how many skills are assigned to users and tasks. You can also see how many experts you have for a particular skill and the overall skill coverage by your teams.
Access Skills Overview -- Use Skills Overview to analyze skill data, such as how many skills are assigned to users and tasks. You can also see how many experts you have for a particular skill and the overall skill coverage by your teams.
Assess quality -- Assess the ability of your agents to resolve tasks or the quality of their completed tasks.
Manage skills -- Add or update skills for an agent. You can approve predicted skills if the skill is necessary for the agent to complete assigned tasks. You can also reject a skill if it doesn't apply to the agent.
Coaching with Learning -- Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content in catalogs. Assign learning tasks and track completion.
Create a library -- Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content in catalogs. Assign learning tasks and track completion.
Create a task -- Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content in catalogs. Assign learning tasks and track completion.
Create internal content -- Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content in catalogs. Assign learning tasks and track completion.
Add external courses -- Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content in catalogs. Assign learning tasks and track completion.
Mobile experience -- Manage work order tasks from your mobile device with the Now Mobile Agent application. You can stay connected and access information in real time so that you can complete your tasks quickly.
Assigning tasks manually -- When all of the work order tasks associated with a work order are qualified, you can dispatch the work order tasks. You can dispatch them from either the task form, the task map, or Dispatcher Workspace.
Assign from dispatch queue -- When all of the work order tasks associated with a work order are qualified, you can dispatch the work order tasks. You can dispatch them from either the task form, the task map, or Dispatcher Workspace.
Dispatch from task map -- When all of the work order tasks associated with a work order are qualified, you can dispatch the work order tasks. You can dispatch them from either the task form, the task map, or Dispatcher Workspace.
Auto-dispatch -- When all of the work order tasks associated with a work order are qualified, you can dispatch the work order tasks. You can dispatch them from either the task form, the task map, or Dispatcher Workspace.
Request additional information -- When all of the work order tasks associated with a work order are qualified, you can dispatch the work order tasks. You can dispatch them from either the task form, the task map, or Dispatcher Workspace.
Suggest agents -- When all of the work order tasks associated with a work order are qualified, you can dispatch the work order tasks. You can dispatch them from either the task form, the task map, or Dispatcher Workspace.
Flag a task -- When all of the work order tasks associated with a work order are qualified, you can dispatch the work order tasks. You can dispatch them from either the task form, the task map, or Dispatcher Workspace.
Assigning tasks using Dynamic Scheduling -- Dynamic scheduling increases the efficiency of Field Service Management by automatically assigning tasks to the agents.
Choose tasks to run -- Dispatchers can select multiple tasks on which to run dynamic scheduling.
Confirmation -- When using the dynamic scheduling feature, the Confirm Assignment pop-up window displays the task assignment recommendations.
Add default agent schedule -- Add a default agent schedule so that agents have a schedule assigned to them if their work schedule expires.
Assigning preferred agents -- Preferred agents are agents who are most familiar with the context of tasks they've been assigned and are preferred by customers. For example, they could be agents who work on-site at a customer premise or are associated with the customer contracts or entitlements.
Display debug log -- Display information from the task assignment debug log in the Confirm Assignment pop-up window.
Set agent status from the mobile UI -- Field service agents can indicate their status from the mobile UI and let dispatchers know if they are ahead of schedule, behind schedule, or on time.
Set agent status from the desktop -- Field service agents can indicate their status from the desktop and let dispatchers know if they are ahead of schedule, behind schedule, or on time.
WOT start and end dates -- Dynamic scheduling uses work order task Window start and Window end dates to schedule tasks.
Ignoring travel time -- You can choose to assign work order tasks to the highest ranked agents without taking into account travel time.
Access hours -- With Field Service Management Access Hours Management, you can schedule work order tasks only during the explicitly defined access hours.
Assigning WOTs with defined access hours -- Assign work order tasks either automatically within defined access hours through dynamic scheduling or manually outside those hours.
Using Dispatcher Workspace -- Dispatcher Workspace is a configurable scheduling application that enables you to efficiently route work to field service agents and monitor their performance.
Customize task and agent cards -- Customize the fields that appear on the task cards and agent cards to display certain information in Dispatcher Workspace.
Enable settings -- Determine what is displayed in the Dispatcher Workspace so you only see the information most relevant to your work.
Flag a task -- Flag tasks that you want to work on later.
Select assignment groups -- Select assignment groups in Dispatcher Workspace to see a list of agents in the assignment group.
Select territories -- Quickly select territories to filter resources in Dispatcher Workspace. You can also save default territories to load each time you open Dispatcher Workspace.
Search tasks -- Minimize scrolling and filter tasks that show in the task panel. Quickly search by keyword, or see all the tasks assigned to a group or territory.
Add work notes or comments -- Quickly add work notes or comments to a work order task using the contextual side panel. Save time and add information while staying in Dispatcher Workspace.
Filter views -- Filter the map view, hybrid view, and schedule view of Dispatcher Workspace to display only the items that interest you.
Search for appropriate agents -- Search for agents with specific attributes in Dispatcher Workspace so you can make appropriate assignments.
Refresh Dispatcher Workspace -- Refreshing Dispatcher Workspace reloads resources, work shifts, personal events and work order tasks that are shown on calendar.
Open tasks from the task list -- Quickly open tasks from the Work Order Task list and see them in Dispatcher Workspace to act on them without searching.
Show or hide off shift agents -- Choose to show only agents that are on shift so it’s easier to view who’s available when you assign work order tasks. You can also choose to show all the agents to see everyone that's on and off shift.
Time zones -- There are a few ways that dispatchers can choose to control the time zones that show on the calendar in Dispatcher Workspace.
Change the time zone -- You can change the time zone that shows on the calendar or hybrid view in Dispatcher Workspace to move between the time zones that agents are working in.
Show multiple time zones -- Dispatchers can show multiple time zones on the calendar in Dispatcher Workspace that are stacked on top of each other. Showing multiple time zones makes it easier to see every agent’s schedule in their local time zone at a glance.
Hide time zone labels -- Dispatchers can hide the time zone label that shows on the time indicator on the calendar for a cleaner look.
Suggest agents to assign to a WOT -- Quickly sort a list of the best agents to assign a work order task based on the criteria that you choose from.
View a task or event on the calendar -- Dispatchers can save time and quickly view tasks or events on the calendar from the task panel or contextual side panel.
Manage tasks -- Track and monitor the real-time state of work order tasks. You can auto-assign tasks, record time, request more information, and cancel the work order task.
Assign tasks to agents -- Track and monitor the real-time state of work order tasks. You can auto-assign tasks, record time, request more information, and cancel the work order task.
Assign tasks using Intelligent Task Recommendation -- Track and monitor the real-time state of work order tasks. You can auto-assign tasks, record time, request more information, and cancel the work order task.
Record time spent on a task -- Track and monitor the real-time state of work order tasks. You can auto-assign tasks, record time, request more information, and cancel the work order task.
Cancel a task -- Track and monitor the real-time state of work order tasks. You can auto-assign tasks, record time, request more information, and cancel the work order task.
Suspend the parent work order of a task -- Track and monitor the real-time state of work order tasks. You can auto-assign tasks, record time, request more information, and cancel the work order task.
Assign a task to an outsourced service provider -- Track and monitor the real-time state of work order tasks. You can auto-assign tasks, record time, request more information, and cancel the work order task.
Viewing agents and tasks -- You can use the Dispatcher Workspace map to track, manage, and analyze agent assignments and work order tasks in specific locations. The map is found in the Dispatcher Dashboard and Dispatcher Workspace.
Run optimization on-demand -- Reassign tasks and maximize productivity by running Schedule Optimization on demand when scheduling conditions change.
Show map overlays in Dispatcher Workspace -- View real‑time traffic and other map overlays in Dispatcher Workspace to assess conditions that may affect technician travel.
Viewing an agent's calendar -- You can view an agent's schedule, availability, personal events, and tasks that are either assigned or work in progress.
Show and optimize the agent task route -- View agent records, agent schedules, and view or optimize the scheduled task route of an agent for that day. You can help them manage their schedules and tasks more efficiently.
Crew operations -- Use the Dispatcher Workspace to create, modify, and enable crews and assign work order tasks to the crews.
Create crews -- As a dispatcher, you can create crews in Dispatcher Workspace to which you can assign work order tasks.
Create adhoc crews -- Create ad hoc crews for a task if no existing crews are available to work on the task or the task requires specific skills to complete the job.
Create quick crews -- Create planned or ad hoc crews faster and more efficiently using a single interface in Dispatcher Workspace. The single interface helps dispatchers view the agent schedule and availability while creating crews and adding crew members.
Viewing crews -- You can view the crew's schedule, availability, and tasks that are assigned to the crew or their work in progress.
Search for crews -- Search for crews with specific attributes on Dispatcher Workspace so you can make appropriate assignments.
Update requirements for the WOT -- As a dispatcher, you can add or update the number of agents required to perform a particular type of work to complete the task.
Identify crews and agents for crew tasks -- Identify the most eligible crew and agents based on crew skills and distance to assign them to work order tasks that need a crew.
View crew tasks -- As a dispatcher, you can view the tasks that require crew and are assigned to a crew.
Assign tasks -- Assign crews to a work order task that requires a crew of agents in Dispatcher Workspace.
Assign an adhoc agent -- Add ad hoc members to a work order task that requires a crew.
Add crew members -- Add agents to the Field Service crew as needed in Dispatcher Workspace.
Add resource requirement for a task -- Add or update the resource requirements for a task that requires a crew, such as the number of agents with specific skills or equipment required to work on the task.
Manage scheduled tasks -- As a dispatcher, you can move scheduled tasks to the Assigned state or move them back to the Pending dispatch state in Dispatcher Workspace.
Determine how overlapping tasks are assigned -- If you have configured more than one way of assigning tasks, choose which task assignment option to use when assigning tasks that overlap.
Using the Sidebar to communicate -- Dispatchers can use Dispatcher Workspace to quickly and efficiently send messages to Field Service agents through the Microsoft Teams mobile application.
Managing part requirements -- As a dispatcher, you can create, source part requirements and requests from Dispatcher Workspace.
Create a part requirement -- Create a part requirement for a work order task in Dispatcher Workspace.
Source parts -- Source parts from your preferred stockrooms or assignment groups to complete the work order task promptly.
Temporarily add agents -- You can add agents to Dispatcher Workspace. Adding agents makes it easy to quickly assign tasks to an agent who is part of the assignment groups or territories that you manage.
Advanced Filtering -- Advanced filters in Dispatcher Workspace give dispatchers greater control to interact with the resources they use most. Dispatchers can also use advanced resource to personalize the resources they see when they open Dispatcher Workspace.
Personalize your resource view -- Dispatchers can personalize the resources they see in Dispatcher Workspace by creating an advanced resource filter that applies every time they open Dispatcher Workspace.
Filter resources -- You can create your own advanced resource filters in Dispatcher Workspace to make complex filtering easy.
Delete an advanced filter -- You can delete an advanced filter in Dispatcher Workspace to remove it after you create it.
Searching in Dispatcher Workspace examples -- Use keyword searches to quickly find resource and agents. Understanding this functionality can greatly reduce the time it takes to find what you’re looking for.
Bundling WOTs -- Logically grouping similar tasks into a bundle enables agents to track, start, and complete related tasks at once instead of individually with Field Service Task Bundling.
Create a WOT bundle -- Bundle tasks to enable agents to track multiple tasks in one work order task rather than individually. Minimize drive time by combining unplanned site visits with scheduled maintenance.
Assign a WOT bundle -- Assign work order task bundles so agents can plan their work effectively.
Change a WOT bundle -- Update a work order task bundle with any changes so that agents and dispatchers stay synchronized.
Change the order of subtasks in a bundle -- Change the order of subtasks in a bundle if you want the subtasks to be completed in a different order than the one originally assigned.
Unbundle a work order task bundle -- Unbundle work order bundles if you want to group the subtasks differently or divide the work in another way.
Assigning multi-day tasks to agents -- With the Field Service multi-day task scheduling capability, you can schedule work-order tasks spanning multiple schedule entries or days.
Assign multi-day tasks to agents -- Assign a work order task that requires multiple schedules or days to complete the job to a field service agent. This capability avoids having to create more than one task for the same job.
Assign equipment to a planned crew -- Assign equipment to a planned crew to ensure they have tools for their work order tasks. Dispatchers can assign equipment through the ServiceNow AI Platform or Dispatcher Workspace. Crew leaders can assign equipment or modify their crews through the Now Mobile Agent application.
Assign through the ServiceNow AI Platform -- Assign equipment to a planned crew to ensure they have tools for their work order tasks. Dispatchers can assign equipment through the ServiceNow AI Platform or Dispatcher Workspace. Crew leaders can assign equipment or modify their crews through the Now Mobile Agent application.
Assign through DSW -- Assign equipment to a planned crew to ensure they have tools for their work order tasks. Dispatchers can assign equipment through the ServiceNow AI Platform or Dispatcher Workspace. Crew leaders can assign equipment or modify their crews through the Now Mobile Agent application.
Assign through the Now Mobile app -- Assign equipment to a planned crew to ensure they have tools for their work order tasks. Dispatchers can assign equipment through the ServiceNow AI Platform or Dispatcher Workspace. Crew leaders can assign equipment or modify their crews through the Now Mobile Agent application.
Assign equipment to a task crew -- Assign equipment to an ad hoc task crew to ensure they have the necessary tools to complete the work order task.
Select an Appointment window -- To book or reschedule an appointment for a service, use the Select Appointment pop-up window. To see what time slots are available, choose your preferred day and time, and then submit your appointment request.
Book -- Dispatchers and agents can book appointments for customers.
Reschedule -- Dispatchers and agents can reschedule appointments for customers to dispatch agent to address the customer issue based on rescheduled time slot.
Cancel -- Dispatchers and agents can cancel appointments for customers.
View work order and appointment details -- View a list of appointments for the current user on the Customer or the Consumer Service Portal and select an appointment to view the work order details.
Reschedule an appointment -- Reschedule a service appointment from either the Customer or the Consumer Service Portal.
Cancel an appointment -- Cancel a service appointment from either the Customer or the Consumer Service Portal.
Customer self service -- Empower customers to manage their own information and updates. Enhance convenience and transparency by enabling them to easily track the status of their work orders, view agent locations, and provide feedback, leading to a more efficient service experience.
View and add comments to WOTs -- View the details of any work orders and related tasks from the Customer or Consumer Service Portal.
Collecting agent feedback -- Use Field Technician Feedback to collect feedback of field service agents from the customers by sending a survey link through email and SMS.
Preview and sign closed work orders -- As a customer, you can digitally sign work orders that are closed and in the Closed Complete or Closed Incomplete state to provide confirmation that the work order should be closed.
Completing work orders on the web interface -- Enable dispatchers, agents, managers, and field service agents of contractor companies to efficiently track and manage the progress of work order tasks, ensuring that everyone involved can easily update and manage the current status.
Updating task status -- Enable dispatchers, agents, and managers to efficiently track and manage the progress of work order tasks, ensuring that everyone involved can easily update and manage the current status.
Execute work order tasks -- After the dispatcher dispatches work order tasks, the ServiceNow system automatically sends the tasks to the assigned agent's queue.
Accept or reject -- Accept a work order task if you are ready to work on that task. Reject the task and provide a reason if you cannot work on that task.
Execute from the agent map -- As an agent, you can accept or reject tasks assigned to you using features in the agent task map, or take on unassigned tasks near you if your schedule permits.
Map symbols -- The agent map shows your location, the tasks assigned to you for the current day, tasks that have been accepted, and other tasks that have not yet been assigned.
Agent location -- The Field Service Management application calculates your location from a set of geographical coordinates.
Managing tasks -- The icons in the task map mark the location of tasks assigned to you and any unassigned tasks in your area.
Customize the display of task information -- Configure the agent map to display assigned and unassigned tasks for an agent on the specified date. Display agent location and routing numbers for tasks dispatched on that day.
Start work -- What to do when you are ready to begin traveling to the first task.
View task information on the classic mobile UI map -- The agent map on the classic mobile interface displays the agent's location, tasks assigned to the agent for the current day, accepted tasks, and unassigned tasks.
Pick up an unassigned task -- Agents can assign themselves nearby unassigned tasks directly from the agent task map.
Execute from the queue -- If the agent task map is not used in your organization, you can manage assigned tasks from the task queue.
Record an incidental expense -- Record incidental expenses associated with your business travel through the Field Service application to execute work order tasks.
Complete a questionnaire -- Complete a questionnaire for a work order or work order task. You can access and complete questionnaires from the Work Order or Work Order Task forms.
Close complete WOT -- Only agents can close work order tasks assigned to them.
Close incomplete WOT -- Close a work order task as incomplete if there is work pending on the task.
Cancel a WOT -- The Cancel Task option is appropriate if a work order task is no longer necessary or is a duplicate of another work order task.
View asset usage -- The Field Service Management application tracks the consumable and non-consumable parts that are used or changed during the execution of work order tasks.
Track removal of asset -- Track the status of an asset that you removed in a work order. You can track the status as you're doing the task from the task location.
Record assets used -- Record any assets that you use during the execution of a task.
Track replacement asset -- Track the status of an asset that you replaced with another asset in a work order. You can track the status as you're doing the task from a task location.
Using drop off lists -- Agents use drop off lists to return items that are in their personal stockroom.
Create drop off list -- Agents can create a drop off list of assets at any time.
View drop off list -- Agents can view a consolidated list, grouped by stockroom, of all items that have been added to drop off lists by all agents.
Drop off an asset -- Agents can physically drop assets off at a stockroom.
Recording time worked -- Manage and record time worked on work order tasks and activities. Time recorded entries automatically generate time cards and time sheets for approval by managers.
Record time worked manually -- Agents can record time worked on a work order task as well as time spent on other activities.
Pause WOT -- Record a break from a work order task in the Field Service application if you are unable to continue the work for any reason. You can resume the work order task when you start working on it again. The system automatically tracks and calculates the actual time taken to complete the task even though you worked at different intervals.
Review time recorded -- Agents can review the time recorded for work order tasks.
Modify or delete time worked -- Agents can modify and delete time worked entries before a time sheet is approved.
Create signed PDF summary -- Request that customers digitally sign and confirm a closed work order. A PDF summary of the signed work order is then created.
Contractor Portal -- Use Field Service Contractor Portal to manage work order tasks.
Log in for first time -- Select the link in the email that you’re sent after you’re onboarded to change your password so you can log in for the first time.
Onboard agents -- Onboard a Field Service agent so the contractor company can assign outsourced work order tasks to be performed at the customer location by that agent.
Approve or reject onboarding requests -- Review external agent requests that are assigned to you for approval and determine whether to accept or reject them.
View an agent profile on -- As a manager of a contractor company, you can view the profile information of all the agents in your teams.
Assign additional managers -- As a manager of a contractor company, you can assign additional manager role to the agents in your teams.
Offboard agents -- Offboard agents of the contractor company to terminate their services.
Work order tasks (WOTs) -- Organizations outsource their work order tasks to the contractor companies in the Field Service to perform required jobs at a customer location. Managers and agents of contractor companies use the Field Service Contractor Portal to view and manage the work order tasks assigned to them.
Assign outsourced WOTs -- Managers of contractor companies can assign outsourced work order tasks to be performed at the customer location to their agents or to themselves.
Accept or reject -- As a manager or field service agent of a contractor company, you can accept tasks assigned to you through the Field Service Contractor Portal.
Execute and track -- Execute and track the time required for work order tasks that you have accepted.
View attached knowledge articles -- View relevant knowledge articles for reference that are attached to the work order tasks in the Field Service Contractor Portal.
Close incomplete WOT -- Close a work order task as incomplete if there is work pending on the task.
Record asset usage -- The staff of contractor companies can track the consumable and non-consumable parts that are used or changed during the execution of work order tasks on the Field Service Contractor Portal.
Record assets used -- Record any assets that you use during the execution of a task.
Record asset removal from task location -- Track the status of an asset that you removed in a work order. You can track the status as you're doing the task from the task location.
View task SLAs -- View the work order SLA timeline in the Field Service Contractor Portal to make sure you complete your task within the SLA time period.
View sibling tasks -- View details of sibling work order task that are related to the same work order in Field Service Contractor Portal.
Record incidental expenses -- Agents of contractor companies can use the Field Service Contractor Portal to track incidental expenses that arise during the execution of a work order task.
Complete questionnaires -- As a manager or field service agent of a contractor company, you can access and complete questionnaires from the work order tasks assigned to you through the Field Service Contractor Portal.
Sign closed work orders -- Customers can digitally sign and confirm work orders that are closed with the Closed Complete or Closed Incomplete state.
Transfer part orders -- Use a transfer order to move required parts between company stockrooms or to a location where a requesting agent can receive the parts.
Track part pickups -- You can see which parts are ready to be picked up by viewing a consolidated list of assets grouped by stockroom and waiting to be picked up. After picking up the part, you can close the transfer order line task.
Access stockroom info -- As a manager or agent of contractor companies, you can access and view the availability of assets in your stockrooms using the Field Service Contractor Portal.
Managing Smart Assessment in Configurable Workspace -- The CSM and FSM Configurable Workspace enables Field Service technicians to view, track, and complete work order tasks and the associated Smart Assessment questionnaires.
Completing work on mobile -- Field Service technicians and managers use the ServiceNow Agent mobile application to manage their field service tasks from anywhere.
ServiceNow Agent mobile app -- Field service technicians and managers use the ServiceNow Agent mobile application to manage their field service tasks from anywhere.
Time sheets -- You can access and manage your time sheets from a mobile device.
Create a time sheet -- Create a time sheet to group all your time cards for the given week from the ServiceNow Agent mobile app.
Add a time card -- Create time cards to log your work time through the ServiceNow Agent mobile app.
Manage time cards -- Manage your time cards in the ServiceNow Agent mobile app by performing actions such as submitting or deleting a time card or viewing notes.
Personal events -- Field service agents can view events and create and edit personal events in the Mobile Agent.
Create an event -- Create personal events in the ServiceNow Agent mobile app to block off time for a break or phone call.
View events -- View events in the ServiceNow Agent mobile app to stay updated on your schedule, and any events planned for the day.
Edit an event -- Edit personal events that you created in ServiceNow Agent if something related to the event changes.
Create a task -- As an agent, create work order tasks using the ServiceNow Agent application.
Prioritizing on ServiceNow Agent -- Accept or reject tasks, assign tasks to yourself and plan your schedule for the day, view task details, schedule, and task location, or close a work order task using your mobile application.
Plan your WOTs -- Plan how to execute tasks assigned to you using the mobile app. You can prioritize by accessing SLAs and call customers directly from the app.
Plan your schedule -- View tasks to be executed as well as your personal events on a particular day to plan your schedule for that day. Add events for yourself and display your availability to team members.
Optimize a task route -- Get optimal routes to your task locations and use the task map to navigate to the location. You can view the location of tasks assigned to you for the current week and use the app to choose the optimal route to execute the tasks for the current day.
Accept or reject a WOT -- Accept a work order task that has been assigned to you. You can reject the task if, for example, you do not have the required skills or you are not available at the required time.
Start work on a WOT -- You can record both the time you begin traveling to the work site and the time you start the work.
Activate dark mode -- Turn on dark mode in ServiceNow Agent to alleviate eye strain if the default is too bright.
Create a sales opportunity -- Create sales opportunities for services, products, or assets identified during field service visits using the ServiceNow Agent application.
View sales opportunities -- View, sort, and filter sales opportunities using the ServiceNow Agent application.
Complete a questionnaire for work order task -- Complete the answers to questions associated with a work order task and store the responses for future reference. For example, you can create questionnaires for verifying the condition of an equipment before it’s repaired.
Tracking location -- Use location tracking so that you can keep a record of your location, either for a defined period of time or while you perform tasks.
Inventory -- Field service agents can locate, request, and transfer parts from other agents or warehouses for the current and future work order tasks.
Track inventory -- View a map that shows stockrooms with available parts relative to your location.
Picking up parts -- You can view a summarized list of transfer orders for all the assets that are waiting to be picked up physically.
Pick up parts for your part requests -- You can view a summarized list of transfer orders for all the assets that are waiting to be picked up physically.
Pick up a part to complete tasks -- You can view a summarized list of transfer orders for all the assets that are waiting to be picked up physically.
Request rejected parts -- Request parts from other stockrooms that have been rejected by your peer agents.
Duplicate part request -- Create a duplicate part request to request the same list of parts that you requested in the past.
Analyze work orders for selected asset -- Scan an asset to view its work history and upcoming work orders. You can also create a work order for an asset.
Track an asset -- Track the status of an asset that you used to execute a work order task or an asset that you removed or replaced by using the ServiceNow Agent application on a mobile device. You can track the status of these assets as you're doing the task from a task location.
Register new assets -- Register new assets that are supported for customers and have not been registered previously using the ServiceNow Agent application.
Move defective assets -- Add defective parts from your stockroom to the drop-off list. Generate transfer orders to move these items to the stockroom where it needs to be dropped off.
Move excess assets -- Move your excess consumable parts from your stockroom to the drop-off list by using the ServiceNow Agent application on your mobile device. You can generate transfer orders to move these items to the stockroom where it must be dropped off.
View install base info -- View information about install base items in work order tasks on the ServiceNow Agent mobile application to track the status of the questions and issues raised for the purchased products or services.
Equipment -- Check in, check out, or report broken equipment using the My Equipment applet in the ServiceNow Agent mobile app.
Check equipment out or in -- Check in, check out, or report broken equipment using the My Equipment applet in the ServiceNow Agent mobile app.
Report broken equipment -- Check in, check out, or report broken equipment using the My Equipment applet in the ServiceNow Agent mobile app.
Field Service Contractor for mobile -- Managers and agents of contractor companies can use the Field Service Contractor for mobile application to view and manage the work order tasks assigned to them.
Reassign a WOT to yourself -- Reassign a work order task to yourself through the Field Service Contractor for mobile feature of the ServiceNow Agent application.
Reassign a WOT to an agent -- As a manager, you can reassign a work order task to an agent through the Field Service Contractor for mobile application.
Accept or reject a WOT -- Accept or reject a work order task assigned to you through the Field Service Contractor for mobile application.
View related knowledge articles -- View knowledge articles related to a work order task through the Field Service Contractor for mobile application to get additional information to help you complete the task.
Enter incidental expenses from WOT -- Create and track incidental expenses that arise during the execution of a work order task through the Field Service Contractor for mobile application.
View an agent's profile -- View the profile information of all the agents in your team through the Field Service Contractor for mobile application so you can contact them when necessary.
View details screen -- Use Field Service Contractor for mobile application to view work order fields detail.
Track or add WOT info -- View activities related to your work order task through the Field Service Contractor for mobile application. You can also add documents, images, or work notes to the work order task record.
Close complete WOT -- Close work order tasks to complete a task for which the issue is fixed or resolved through the Field Service Contractor for mobile application.
Close incomplete WOT -- You can close a work order task as incomplete if there is work pending on the task through the Field Service Contractor for mobile application.
Pause or resume WOT -- Record a break from a work order task through the Field Service Contractor for mobile if you are unable to continue the work for any reason.
View recently closed WOTs -- View the work order tasks that are closed in the last seven days in the ServiceNow Agent mobile application.
Sign closed WOTs -- Customers can digitally sign and confirm work order tasks that are closed with the Closed Complete or Closed Incomplete state.
Request inventory -- Request inventory to receive parts when your stock gets low or you need a part for a particular work order.
View inventory details -- View details of available and defective parts in your inventory.
Pick up parts -- Pick up the part by transferring it from an available stockroom when you are at a task site and need a missing part to complete your job.
Complete questionnaire for a WOT -- Answer to the preset questions associated with a work order task to gather and store the responses for future reference.
Crew -- Add equipment or members to your crew using the ServiceNow Agent application.
Add to crew -- Add crew members or equipment to your crews on the ServiceNow Agent application.
Release a task crew member -- Remove or release crew members and equipment from your crews on the ServiceNow Agent application.
Edit crew details -- Edit the details of an individual planned crew member or equipment, as well as an entire crew on the ServiceNow Agent application. Mark members, equipment, and crews as active or inactive, or add details for task crew members.
Edit planned crew details -- Edit the details of an individual planned crew member or equipment, as well as an entire crew on the ServiceNow Agent application. Mark members, equipment, and crews as active or inactive, or add details for task crew members.
Edit task crew member details -- Edit the details of an individual planned crew member or equipment, as well as an entire crew on the ServiceNow Agent application. Mark members, equipment, and crews as active or inactive, or add details for task crew members.
Push notifications -- Assign tasks and send reminders to Field Service agents using push notifications.
Accept or reject requests -- As a Field Service agent, you can accept or reject work order tasks using push notification actions without having to open the ServiceNow Agent mobile app.
View and reply to comments -- As a Field Service agent, you can view and reply to the comments given by customers in work order tasks using push notification actions without opening the ServiceNow Agent mobile app.
Job site maps -- View a map of the job site and get directions to the specific on-site location.
Linear assets -- Manage work order tasks for linear assets to ensure efficient and effective maintenance and inspection processes.
Start work -- Examine the linear asset specified in the work order task to pinpoint or select segments or areas in need of attention or maintenance, and generate a corresponding work order.
Playbooks -- Playbooks for the ServiceNow Agent application provide a guided experience for completing work order tasks on a mobile device.
Virtual Conferencing -- Initiate a conference call from your native mobile application with the help of Field Service Management Virtual Conferencing Integration.
Make a call -- Select a conference bridge option to initiate a conference call from the ServiceNow Agent application to connect virtually with your customer and peer agents.
Start a meeting -- Initiate a Zoom or Microsoft Teams meeting from the ServiceNow Agent application to resolve customer issues by assisting them virtually while out of the office or away from your desktop computer.
Knowledge articles -- Search relevant information from knowledge articles and see when your team members are on-site and if they are on schedule.
Access knowledge articles relevant to WOT -- Search relevant information from knowledge articles and see when your team members are on-site and if they are on schedule.
Access team info -- Search relevant information from knowledge articles and see when your team members are on-site and if they are on schedule.
Access attached knowledge articles -- Search relevant information from knowledge articles and see when your team members are on-site and if they are on schedule.
Provide feedback -- Search relevant information from knowledge articles and see when your team members are on-site and if they are on schedule.
Access related knowledge articles -- Search relevant information from knowledge articles and see when your team members are on-site and if they are on schedule.
Access translated knowledge articles -- Search relevant information from knowledge articles and see when your team members are on-site and if they are on schedule.
Working offline -- When you are at a task site that doesn't have an internet connection, you can work on field service tasks, record time, track asset usage, create part requirements, and complete work orders and tasks using the ServiceNow Agent application.
Run offline mode -- When you are at a task site that doesn't have an internet connection, you can work on field service tasks, record time, track asset usage, create part requirements, and complete work orders and tasks using the ServiceNow Agent application.
Working with tasks in offline mode -- When you are at a task site that doesn't have an internet connection, you can work on field service tasks, record time, track asset usage, create part requirements, and complete work orders and tasks using the ServiceNow Agent application.
Repair an SLA -- When you are at a task site that doesn't have an internet connection, you can work on field service tasks, record time, track asset usage, create part requirements, and complete work orders and tasks using the ServiceNow Agent application.
Closing tasks -- A work order is automatically closed when all work order tasks associated with it have been closed.
Close a work order task -- A work order is automatically closed when all work order tasks associated with it have been closed.
Field Service Manager Mobile -- Field Service Manager Mobile is a centralized place for managers to do anything related to Field Service Management while on their mobile device.
View all tasks in Field Service Manager Mobile -- Manager’s can view all the tasks assigned to assignment groups or territories they manage to get a complete view of the team’s workload.
View agent information -- View information related to Field Service Management agents in Field Service Manager Mobile, giving managers the ability to see agent information no matter where they are.
Create a work order task -- Managers can quickly create tasks from Field Service Manager Mobile.
Reassign a task to another agent -- Managers can quickly reassign work order tasks to another agent in case the original agent is running behind on other work order tasks.
Analytics and reporting -- Field Service Analytics and Reporting Solutions contain preconfigured dashboards with actionable data visualizations to improve your business processes and practices.
FSM Overview dashboard -- Use the Field Service Management Overview dashboard to review the work orders by their order of priority. You can also view tasks by their assignment groups.
Monitoring operations -- Proactively monitor critical field service trends and track cost allocations with dashboards.
FSM dashboard -- The Field Service Management overview module provides a dispatch map that displays tasks and links to the related task records.
Contractor dashboard -- Use this dashboard to review the status of work order tasks, agents, agent feedback, and appointments of contractor companies.
Field Service Territory Capacity Analytics dashboard -- Use the Field Service Territory Capacity Analytics dashboard to track capacity trends with interactive charts and graphs, perform gap analysis with a customizable pivot table, and apply filters for targeted data viewing and informed decision-making.
Scheduling Health dashboard -- Use this dashboard to view technician metrics, task metrics, and Schedule Optimization configuration details.
Field Service Safety dashboard -- Review the status of agents, tasks, and assets using the Field Service Management Covid19 map. Monitor the compliance reports of agents through the Field Service Safety dashboard.
Field Service Territory Performance Analytics dashboard -- Use this dashboard to view and analyze performance analytics such as open work order tasks, agent utilization on work order tasks, and average travel time across territories.
View work order trends topics -- Analyze the backlog of support work orders and identify clusters of work orders that point to similar underlying issues by using Predictive Intelligence for Field Service Management.
Reference -- Reference topics provide additional information about Field Service Management components that are installed automatically when you activate the Field Service Management plugin.
Components installed -- Several types of components are installed with Field Service Management.
Tables installed -- Tables are provided with the Field Service Management application.
Properties installed -- System properties provided with the Field Service Management application.
Roles installed -- Roles are added with Field Service Management.
Advanced configurations -- Describes the customization extension model for separating default functionality from custom scripts using read-only SNC and exposed includes.
Section 508 compliance features -- You can view and interact with the certain Field Service features using Section 508 compliance features.
WOT fields in Field Service Contractor -- The Details tab in a work order task provides information about a task that helps an agent or manager to understand the task scope.
Field Service Marketplace components -- Several types of components are installed with the activation of the Field Service Marketplace feature including tables, roles, system properties, business rules, and script includes.
Customer Experience components -- Several types of components are installed with the Customer Experience feature, including properties, tables, and business rules.
Capacity and Reservations components -- Several types of components are installed with the Field Service Capacity and Reservations Management feature, including tables, business rules, scheduled jobs, and script includes.
Advanced Capacity and Reservations components -- Several types of components are installed with the Advanced Capacity and Reservations Management feature, including tables, and script includes.
Crew Operations components -- The roles, tables, script includes, and business rules for the Field Service Crew Operations application.
Intelligent Task Recommendations components -- Several types of components are installed with the Intelligent Task Recommendations components feature, including tables and business rules.
Properties installed -- Several types of components are installed with the Intelligent Task Recommendations components feature, including tables and business rules.
Predefined recommendation criteria -- Several types of components are installed with the Intelligent Task Recommendations components feature, including tables and business rules.
Service Locations Support components -- Components installed with activation of the Field Service with Service Locations Support (com.snc.fsm_service_locations) plugin.
Territory Planning components -- Several types of components are installed with the Field Service Territory Planning feature, including tables, roles, script includes, and business rules.
Territory Planning console properties -- Several types of components are installed with the Field Service Territory Planning feature, including tables, roles, script includes, and business rules.
Advanced Part Sourcing components -- Several types of components are installed with the Advanced Part Sourcing feature, including tables, script includes and business rules.
Template Management components -- Several types of components are installed with the Template Management for Field Service feature, including tables, script includes, and business rules.
Planned Work Management components -- Several types of components are installed with Planned Work Management, including tables, roles, script includes, and business rules.
Properties installed -- Planned Work Management uses the following system properties, which are located in the System Properties [sys_properties] table.
Workforce Optimization components -- Several types of components are installed with activation of the Workforce Optimization for Field Service (com.snc.app_fsm_wfo) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.
Task Bundling components -- Several types of components are installed with the activation of the Field Service Task Bundling feature including business rules, task filters and task grouping rules.
Task Bundling fields -- The fields that are included in the details section of work order task bundles.
Quality Management components -- Several types of components are installed with the activation of the Field Service Quality Management feature including tables, substates, and roles.
Agent Efficiency components -- Several types of components are installed with the Field Service Agent Efficiency feature, including tables, roles, script includes, and business rules.
Smart Assessment components -- Several types of components are installed with the Smart Assessment feature, including tables, business rules, script includes and scheduled jobs.
Work Configurations components -- Several type of components like tables, business rules, and script includes are installed for Work Configurations.
Demo Work Configuration components -- Several type of components like tables, script includes, and business rules are installed for Field Service Demo Work Configuration.
Schedule Optimization components -- Components installed with Schedule Optimization include tables, roles, constraints, objectives, and properties.
Tables installed -- The following tables are installed with the Field Service Management plugin, but are only used by Schedule Optimization.
Objectives and constraints installed -- Objectives and constraints are optimization features that determine how tasks are assigned to technicians in Schedule Optimization.
Properties installed -- You can set parameters that control how optimization runs.
Linear Assets Support properties -- Linear assets support for Field Service Management uses the following system properties, which are located in the System Properties [sys_properties] table.
Advanced resource filter tables -- The tables that contain the values administrators must enable for dispatchers to use to create resource filters can be found listed below.
Data model for denormalized tables -- Use the table below to reference the Field Service Management weekly resource span denormalized table.
Appointment availability settings -- Settings in the application configuration determine how the appointment booking feature determines availability.
Learn about task assignment -- The application configuration works with the Field Service Management configuration for task assignment.
Script includes -- Script includes used in Field Service Management help configure agent scheduling, dispatch operations, part management, integrations, and more.
Field Service Management questionnaires -- Both survey-based and Smart Assessment questionnaires are available in the ServiceNow Agent mobile application. If a questionnaire is configured as mandatory for a work order task, the task can't be closed until the questionnaire is completed.
Now Assist for FSM -- Use the ServiceNow Now Assist for Field Service Management (FSM) application to summarize work order tasks. You can enable users to generate work order task summaries so that they can create notes faster and with more detail.
Explore -- With the Now Assist for Field Service Management (FSM) application, users can generate work order task summaries and knowledge articles from work order task information.
Configure -- If you have the admin role, you can configure Now Assist for Field Service Management (FSM) application so that users can generate work order summaries and knowledge articles, or summarize Sidebar discussions.
Skill inputs -- Use the inputs for each skill to configure how a skill is used.
Configure the Generate closure notes UI action -- Add generative AI-specific functionality to the task closure screens by configuring the Generate closure notes UI action that is included with the Now Assist for Field Service Management (FSM) application.
Configure the KB generation skill -- Configure the KB generation skill that agents can use to draft a knowledge article with Now Assist.
Customizing a skill -- If you have the admin role, you can customize the Now Assist for FSM work order task summarization skill so that agents can use the generative AI skills in CSM/FSM Configurable Workspace and in Core UI.
Customize a WOT summarization skill -- As an admin you can clone the Work order task summarization skill, then access the skill in the Now Assist skill kit, and update the prompts.
Create an Assistant for FSM -- Set up a Now Assist in Virtual Agent to help Field Service technicians summarize work order tasks and find relevant Knowledge Base articles to complete their tasks efficiently from the Mobile Agent application.
Configuring the Create Work Order AI agent -- Configure the Create Work Order AI agent to appear in the Now Assist panel (NAP) and Now Assist Virtual Agent (NAVA) on the ServiceNow Agent mobile application.
Generate a knowledge article -- As an agent, generate knowledge articles for closed work order tasks within the CSM/FSM Configurable Workspace and classic environment with Now Assist.
Summarize a Sidebar discussion -- Generate a summary of the Sidebar discussions between agents, dispatchers, and subject matter experts by using the Sidebar summarization skill in the Now Assist for Field Service Management (FSM) application.
Summarize a Sidebar discussion on the ServiceNow Agent application -- Generate a summary of the Sidebar discussions between agents, dispatchers, and subject matter experts by using the Sidebar summarization skill in the Now Assist for Field Service Management (FSM) application.
Summarize a record on ServiceNow Agent -- You can create a summary of a work order task record using the Now Assist in Virtual Agent directly from the ServiceNow Agent application.
Use conversational search for technician support -- Ask natural language questions and get answers from the Knowledge Base, including related steps and guidance, from the ServiceNow Agent app.
ServiceNow AI Lens form auto-filler -- The ServiceNow AI Lens form auto-filler uses AI image recognition to populate form fields from photos that field service technicians capture in the ServiceNow Agent mobile application. Technicians can auto-fill Input Forms and Scripted Input Forms, such as Smart Assessment questionnaires.
Auto-fill a form with ServiceNow AI Lens -- The ServiceNow AI Lens form auto-filler uses AI image recognition to populate form fields from photos that field service technicians capture in the ServiceNow Agent mobile application. Technicians can auto-fill Input Forms and Scripted Input Forms, such as Smart Assessment questionnaires.
Use ServiceNow AI Lens in Now Assist Virtual Agent -- The ServiceNow AI Lens form auto-filler uses AI image recognition to populate form fields from photos that field service technicians capture in the ServiceNow Agent mobile application. Technicians can auto-fill Input Forms and Scripted Input Forms, such as Smart Assessment questionnaires.
Use agentic AI in FSM -- Use the AI agent collection for Field Service Management to create work orders and manage parts on the platform or the ServiceNow Agent application.
Create a work order -- Use Now Assist for Field Service Management (FSM) to create a work order from a text description or an image of the issue.
Create a work order on the ServiceNow Agent mobile app -- Create a work order on the ServiceNow Agent mobile application using Now Assist for Field Service Management (FSM) from a text description or an image of the issue.
Validate parts -- Use the Parts Manager AI agent to validate parts usage when closing work order tasks in Now Assist for Field Service Management (FSM).
Validate parts on the ServiceNow Agent mobile app -- Use the Parts Manager AI agent to validate parts usage when closing work order tasks on the ServiceNow Agent mobile application using Now Assist for Field Service Management (FSM).