SD Field service management notes

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Keypoints
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Field Service Management

Appointment booking enhancements

Enhancements include:

Considers capacity and reservation rules defined in the Capacity Management module while displaying slots for booking appointments for the first time or rescheduling an appointment.

Reduces response payload time by displaying only available slots while booking an appointment.

Enable assignment of crews to work order tasks while booking an appointment.

Soft booking

Soft booking allows dispatchers to design optimal scheduling solution and implement so the work order tasks are automatically moved from Scheduled state to Assigned state.

Dispatchers can use the new Scheduled state in between Ready to dispatch and Assigned states to manually schedule work order tasks without automatically notifying the agents.

Field service agents receive notifications on their work order tasks when dispatchers confirm work assignments.

Dispatcher Workspace enhancements

Enhancements include:

Visual design to support modern theme for components.

Support to view maps in dark and light mode.

Enable dispatchers to filter resources in the calendar view.

Telemetry and usage tracking enable you to monitor configurable workspace usage.

Contractor Management enhancements

Enhancements include:

Additional internal managers can on board and remove resources for contractor companies, and also review their compliance reports from the contractor dashboard.

Additional external contractor managers for contractor companies can manage their workforce and task assignments. These managers can also cover in the absence of another external manager.

View contractor group in the technicians card list of Dispatcher Workspace.

Assign tasks to contractor companies using Dispatcher Workspace.

View the percentage of capacity that has been booked out of the total reserved capacity for each contractor company.

Crew Management enhancements

Enhancements include:

Supports dynamic scheduling for work order tasks that require crews.

Ability to drag and drop tasks to crew entries in Dispatcher Workspace.

View locations on a map while dragging and dropping tasks to crews in Dispatcher Workspace.

Improve crew utilization by recommending the best available crews for work order tasks.

Scheduling enhancements

Enhancements include:

Scheduling history: View the history of how each work order task has been scheduled and assigned to field service agents.

Scheduling method: View the scheduling mechanism through which the work order tasks are scheduled such as Manual, Auto assignment, or Dynamic Scheduling.

Dynamic scheduling: Provides ability to lock the assigned work order tasks. Additionally, doesn't allow to unassign or reassign the locked tasks.

Lock work order tasks: Dispatchers can lock the work order tasks so they are excluded from being rescheduled by dynamic scheduling.

Access hours preferences

Set up your preferences at various levels, such as account, location, and so on, to auto-populate access hours in the work order task form.

Scheduling and managing Multi-day tasks

Schedule tasks spanned across multiple schedules or days within the resource working hours.

Quick start tests for field service management

After upgrades and deployments of new applications or integrations, run quick start tests to verify that Field Service works as expected. If you customized Field Service Management, copy the quick start tests and configure them for your customizations.