Field Service Management helps you manage location-based work efficiently and safely. To fully utilize the power that comes with Field Service Management, a Google Maps API license is required.
Customers should obtain a Google Maps API license directly from Google. For more information about how to obtain that license and set it up in your ServiceNow instance, check out the Set up Google Maps API Docs!
Once that license is obtained, the challenging part can be navigating which Google Maps APIs correspond to which FSM capabilities. To help make that process clearer, check out the below FSM capabilities matrix:
| FSM Capability | Description | Corresponding Google Maps API |
| Geolocation |
The auto-routing or auto-dispatch functions require this license or Javascript API Key to calculate precise travel time estimates. Without these values, precise driving times cannot be calculated, and it uses rough estimates or fixed times instead.
| Geocoding API |
| Map Pages |
Map pages display ServiceNow data graphically on a Google map page based on location data that you provide.
| Maps JavaScript API |
| Optimize Route | Field service agents can view optimized routes for tasks assigned to them on a given day. Field service dispatchers can view optimize routes for tasks assigned to members in their assignment groups. Field service managers can view optimize routes for tasks assigned to members in the groups they manage. | Distance Matrix API |
| Show Route | Field service agents can view their routes for the day, or even the map a customer sees to track the tech on the way to their house. | Directions API |
