New Field Service Management Using Documentation Structure

[Daniel Hills]

The Field Service Management (FSM) documentation team recently undertook a comprehensive restructuring of our FSM Using documentation. Our goal was to create a more organized and user-friendly structure. This new structure is now live. We are going to continue improving and iterating on the Using section through the current, Zurich and future releases.

One of the most immediate and significant benefits of the new documentation structure is increased efficiency. Before restructuring, there were fewer sections that made it harder to find documentation unless you knew exactly where to find it. With the new structure you can quickly and easily access the required information, reducing the time trying to resolve an issue.

By decreasing the time it takes to find an article, we are hoping this leads to higher customer satisfaction scores and a stronger reputation for our documentation site and ServiceNow.

The new documentation structure is designed to be scalable and flexible. We planned our categories to accommodate future feature development. Our goal is to have this structure in place for the next few years with few additions to sections and categories.

Finally we partnered with our UX Research team to validate our new structure. We conducted a few rounds of card sorting with various participants. After the research completed, we found the current Yokohama Using section performed the best. Please check out our new using section and let us know what you think!

Field Service Management Using Documentation.