Getting Started with FSM – Episode 5: Mastering Dispatcher Workspace

[SalmatO]

Getting Started with FSM – Episode 5: Mastering Dispatcher Workspace

When I was a dispatcher, I lived in a world of spreadsheets, phone calls, and constant fire drills. Every shift felt like solving a puzzle with missing pieces balancing technician availability, customer expectations, and last-minute changes.

Now, as a Product Manager for Field Service Management, I get to help solve those problems for real by shaping tools that work the way dispatchers actually work.

That’s why Episode 5 of the Getting Started with FSM series is all about Mastering Dispatcher Workspace https://www.servicenow.com/community/fsm-events/live-on-servicenow-getting-started-with-fsm-episode-...

What’s Inside This Episode

Dispatcher Workspace is the nerve center of field operations. But it’s more than just a calendar and a list of tasks. it’s where dispatchers can take control of the day with confidence.

Here’s what we explore in this episode:

• Assignment Assistance: Let the system help suggest the right technician based on skills, location, and availability saving precious time during peak hours.

• Grouping and Filtering: Learn how to group agents by skills or territories and apply filters that reduce visual noise on the Gantt.

• Schedule Optimization

• Real-Time Task Management: Keep up with technician statuses and task progress in real time so you can adapt fast and stay ahead of issues.

• Visual Clarity: From color coding to zoom controls, get tips on how to customize the workspace to suit your dispatching style.

These are features I wish I had back in my dispatching days and now, I’m excited to help others get the most from them.

 

Why It Matters

A dispatcher’s role is fast-paced and high-stakes. Every click counts, and every decision has ripple effects. The right workspace doesn’t just make dispatching easier it makes it smarter, more efficient, and more impactful.

By mastering Dispatcher Workspace, you’re setting yourself up to:

• Improve SLA compliance

• Boost technician utilization

• Reduce scheduling errors

• Deliver faster, better service experiences

Whether you’re brand new to FSM or already hands-on with Dispatcher Workspace, this episode will help you unlock more value from the platform backed by real-world insights from someone who’s been in your shoes.

Let me know what you think and what you'd like to see in upcoming episodes. 

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Salmat Oladipupo
Senior Product Manager, FSM
Former Dispatcher, Always an Advocate for Dispatchers

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