FSM - Tracking Contractor certificates of insurance

[Kelly Logan]

We are using Retail Management and Field Service Management, with the Contractor Management add-on. The goal is to track certificates of insurance that contractors maintain, specifically:

1. Type of insurance cert,
2. Start date,
3. End date, and
4. Copy of the certificate itself (attachment).

The dates are critical for planning as well as confirmation the contractor is currently insured.

We would also like to keep past certificate history for auditing purposes.

Has anyone else found a solution for this?

I'm trying out Contracts for now, Service type. This has start/end dates built in, could be set as a child of a larger vendor service contract. Open to other ideas. 

Is there a mechanism for checking current service contracts for vendors as part of scheduling/dispatch? If so, that would make this a better match. 

I considered skills, but they don't have any dates of validity attached. Just present or not present. Is there a way ServiceNow tracks renewed certifications? That was the other path I pursued but didn't find any useful answers (kept getting routed to either SSL cert mgmt, or university certification paths).

Thanks in advance for any pertinent experience/advice!

[Joshua Chen FX]

interesting.. i don't believe there are documented use case/ootb flows/support for contracts within FSM or contractor mgmt. Probably a CSM x FSM better togther use case. 

• basically you want the scheduler to check vendor certificates before assigning a job to them, ie using certificates as a validation/rules to route jobs?
• dynamic scheduling: you could create a custom criteria in dynamic scheduling to look up contracts before assining (ootb task filter for contractor is added with the contractor plugin, you just need to add your custom criteria or configure the conditions)
• schedule optimization (SO): no ootb objective/constraints that look at contracts, you cannot create custom objective/constraint as of yokohoma. SO does not support contractor management ,so you'd have to create them as internal users anyways... (your contractor technicians)

Extra stuff you can use as a baseline to solution: not sure where i took that from (i dont think that meet your use case), but i had this in my notes:
-

• Work Order creation in FSM can be gated by entitlement checks if configured to validate against CSM contract lines or entitlements tied to accounts or assets.
• Entitlement validation in FSM may occur during case-to-WO transitions or directly on the Work Order, depending on the implementation.

Contracts and Entitlements in FSM with CSM

1. Contracts define the terms of service:
• What services are covered
• For how long (start/end date)
• For which assets, products, or locations
• Billing terms (e.g., prepaid, warranty, SLA-based)
  ➤ Example: A customer has a one-year maintenance contract for HVAC units that includes quarterly checkups and emergency repairs.
2. Entitlements define what a customer is entitled to based on their contract or service history:
• Response times (e.g., 4-hour response)
• Number of service visits allowed
• Type of technician required
• Priority level
  ➤ Example: If a customer calls for service, FSM can automatically check their entitlement and route a high-priority technician if it’s within their SLA.
3. FSM + CSM Integration:
   • Only covered services are scheduled
   • SLA timers are triggered
   • Dispatchers know what kind of support is approved
   • Billing is handled correctly (e.g., warranty = no charge)
• When a work order is created in FSM, the system checks the contract and entitlement records from CSM.
• This ensures:

[Kelly Logan]

• basically you want the scheduler to check vendor certificates before assigning a job to them, ie using certificates as a validation/rules to route jobs?

Yes, that is the basic idea. Contractors maintain certificates of insurance and certain work requires them, so it is important to know if a contractor's certificate is currently valid. Entitlement is an interesting option, if it could be configured relatively simply.

The overall goal is to have a simple process whereby a store manager submits a case, which generates a work order and related work order task, with a category/subcategory set indicating the type of work to be done, which will be used to set the mandatory skills (for example "Electrician" for electrical categories). Then the task is assigned to a Outsourced Service Provider based on the service area, skills required *and* whether their certificate of insurance is up to date.

[Joshua Chen FX]

ok great, i think what i posted earlier will help you in achieving that solution. 
CSM X FSM and dynamic scheduling

- first configure contract/entitlement, map to the right fields or a custom table(?)/related is or field on the vendor record or contract management (similar to Contract Management ) or anything so that you can build a custom flow for renewal or alerts OR create a case type to manage contract renewal

- for service area handling, i'd suggest FSM territory management or just create assign groups if its a 1:1 relationship
- for mandatory skill, use the FSM mandatory skill plugin, turn on BR and determination rules, remove skill field and add the task m2m skill on the WOT form . at my past customer, we used skill for certificates. a certificat = a skill, but certificate validation/renewal was not managed within SN

- for certicicate check FSM x CSM better together. i suggest the certificate validation happens upstream (CSM, case, customer reps) before creating a work order. if validation is in FSM ( i dont suggest that unless your dispatchers handle contract, or you could add a qualification required in FSM flow to have qualifier ''review contract/certificate details'' before qualifying a WO/WOT for dispatch) , use custom criteria with dynamic scheduling.

as you scale, you will be able to define services (link to contract/entitlement), if you want to go full CRM in the future

[Bridget Laird]

I'm actually trying to solve for this very thing as well but we have S2P including Supplier Lifecycle Operations, so I suspect we'll solution most of this though SLO.