--- sourceDocument: Zurich Release Notes sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/release-notes Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Release Notes ft:clusterId : - rn bundleId : - rn --- # Field Service Management release notes # Field Service Management release notes {#ariaid-title1} Release version: Zurich Updated July 31, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Field Service Management release notes - Zurich Release The ServiceNow® Field Service Management (FSM) application in the Zurich release enhances field operations by uniting AI, data, and workflows on a single enterprise-grade platform. These enhancements focus on improving task completion accuracy, resource allocation, scheduling flexibility, and operational insights to help customers complete jobs correctly on the first attempt. Show full answer Show less ## Key Features * **Aggregated Agent Schedule:** Enables optimization of resource allocation for a territory up to a cut-off date by using the combined schedules of all agents, improving capacity management and resource utilization. * **Dispatcher Workspace Enhancements:** Advanced filtering of contractors and equipment, adding individual agents for schedule visibility and task assignment without loading entire groups, and support for multiple time zones. * **Schedule Optimization:** Allows real-time schedule adjustments for events such as new priority 1 tasks, cancellations, PTO, or delays. It assigns tasks based on agent efficiency and configurable penalty values for work, travel, and overtime. Dependent tasks can be grouped within a single technician's shift. * **Workforce Management:** Managers can show or hide work order tasks in Workforce Calendars, with tasks also available in Hybrid and Map views when Workforce Optimization is enabled. * **Field Service Scheduling:** Supports managing resource attributes across any duration, from single days to multiple days. * **Appointment Booking Improvements:** New task dependency types (e.g., 'Finish to Start - Same Day', 'Finish Together' with lag), enhanced visualizations (dependency trees, conflict alerts), radius configuration for appointment recommendations at the territory level, and grading appointments against user-defined similar services for flexible scheduling. Added support for slot overlap and overrides to customize appointment windows and availability. * **UI Updates:** Introduction of the Coral theme as the default for portals, web, and mobile with Next Experience or Core UI enabled, including a dark theme option. * **Smart Assessment for Field Service:** Streamlines asset identification via barcode scanning, numeric input validation, viewing completed questionnaires, creating follow-up tasks from questionnaires, and improved attachment upload handling. * **Google Maps API Updates:** Transition from legacy Google Places, Directions, and Distance Matrix APIs to newer Places API (New) and Routes API. Customers must enable these new APIs in Google Cloud Platform to ensure compatibility and avoid disruptions. ## Important Changes and Deprecations * Non-collapsed mode in Dispatcher Workspace has been removed; dispatchers must use collapsed mode to view available resources. * The capacity constraint option for Schedule Optimization has been deprecated and is no longer applied. * Migration of work parameters to Resource Schedule Attribute table ensures alignment with new scheduling attributes. ## Activation and Integrations * Field Service Management is an AI Platform feature activated by default. * Integrates seamlessly with Customer Service Management (CSM) to display account and contact details on work orders and tasks. * Supports integration with Project Portfolio Management for creating work orders from project tasks. * Works within ServiceNow Workspace environments, including Customer Service Workspace and CSM Agent Workspace, to streamline agent workflows. * Includes enhancements to ServiceNow Otto for FSM, bringing generative AI capabilities to field service operations. ## Practical Implications for ServiceNow Customers With the Zurich release, customers can expect improved scheduling agility, better resource utilization, and enhanced operational visibility. The updates to Dispatcher Workspace and Schedule Optimization enable dispatchers and managers to respond more dynamically to real-time changes, reducing delays and increasing first-time fix rates. Improved appointment booking and smart assessment features provide more precise scheduling and streamlined asset data capture. Customers should ensure they update Google Maps API configurations to the supported versions to maintain functionality. The UI updates deliver a modernized user experience across platforms. The ServiceNow® Field Service Management application unites AI, data, and workflows on a single enterprise-grade platform to revolutionize field operations in completion of any job the first time, every time. Field Service Management was enhanced and updated in the Zurich release. ## Field Service Management highlights for the Zurich release {#field-service-management-rn__field-service-management-rn-highlights} * Use the aggregated agent schedule to optimize the allocation of resources for a territory up to the specified cut-off date. * Flag a task or use assignment assistance directly from the Work Order Task page to streamline task management. * Configure Schedule Optimization to instantly adjust technician schedules in response to real-time events, like new priority 1 tasks, task cancellations, paid time off requests, or delays. {#field-service-management-rn__ul_jmj_mwn_s2c} See [Field Service Management](https://www.servicenow.com/docs/access?context=fsm-application-landing-page&version=zurich&pubname=zurich-field-service-management&ft:locale=en-US) for more information.{#field-service-management-rn__field-service-management-rn-highlights-2} ## Important information for upgrading Field Service Management to Zurich {#field-service-management-rn__field-service-management-rn-upgrade-info} Effective March 1, 2025, the Google Places API, Directions API, and Distance Matrix API have been designated as legacy services. The newer versions of these services are Places API (New) and Routes API. Google Maps APIs for Field Service capabilities uses the latest version of the APIs in the Zurich release and Dispatcher Workspace version 8.0. To help avoid issues with the Google Maps APIs, enable Places API (New) and Routes API from Google Cloud Platform Console.{#field-service-management-rn__field-service-management-rn-upgrade-info-1} ## New in the Zurich release {#field-service-management-rn__field-service-management-rn-new-features} [Using Dispatcher Workspace](https://www.servicenow.com/docs/access?context=using-dispatcher-workspace&version=zurich&pubname=zurich-field-service-management&ft:locale=en-US) : Use Dispatcher Workspace to perform the following tasks: * Use the advanced resource filter to sort contractors and equipment. * Add agents to Dispatcher Workspace to see their schedules, or assign them tasks if you manage the assignment group or territory they're a part of. This action can be done without loading the entire assignment group or territory that the agent is a member of. * Set up the calendar to use multiple time zones at once. For more information, see [Show multiple time zones at once in Dispatcher Workspace](https://www.servicenow.com/docs/access?context=use-stacked-time-zones&version=zurich&pubname=zurich-field-service-management&ft:locale=en-US). * Navigate from a work order task to a related list of smart assessments that are associated with that work order. {#field-service-management-rn__ul_hnk_xxf_52c} [Assigning work order tasks to agents manually](https://www.servicenow.com/docs/access?context=c_DispatchWorkOrderTasks&version=zurich&pubname=zurich-field-service-management&ft:locale=en-US) : Use the records page to perform the following tasks that was limited to Dispatcher Workspace before: * Flag a work order task. * Use assignment assistance. {#field-service-management-rn__ul_lxq_3yf_52c} [Schedule Optimization](https://www.servicenow.com/docs/access?context=schedule-optimization-engine&version=zurich&pubname=zurich-field-service-management&ft:locale=en-US) : Use Schedule Optimization to do the following: * Initiate immediate optimization to adjust schedules and tasks when an in-day event occurs, like a new priority 1 task, a canceled task, an agent taking PTO, or an agent running late. * Assign the best agent for a work order task based on agent efficiency, which helps schedule and assign tasks more appropriately, using Field Service Agent Efficiency. * Define work, travel, and overtime penalty values for each agent so the optimization engine can either schedule a nearby agent with a higher penalty or a distant agent with a lower penalty. * Improve task scheduling by assigning dependent tasks to a single technician within the same shift. {#field-service-management-rn__ul_es3_cbb_v2c} [Workforce](https://www.servicenow.com/docs/access?context=configuring-workforce&version=zurich&pubname=zurich-field-service-management&ft:locale=en-US) : Enable managers to show or hide work order tasks from the Calendars tab in Workforce. When Workforce Optimization for Field Service is enabled, these tasks can also be viewed in Hybrid and Map views. [Field Service Scheduling](https://www.servicenow.com/docs/access?context=setting-up-scheduling-methods&version=zurich&pubname=zurich-field-service-management&ft:locale=en-US) : Manage resource attributes for any duration, whether a single day or multiple days. [Appointment Booking](https://www.servicenow.com/docs/access?context=appointment-booking-administer&version=zurich&pubname=zurich-field-service-management&ft:locale=en-US) : Use Appointment Booking to do the following: * Enable better control over task sequencing using new dependency types, such as 'Finish to Start - Same Day' and 'Finish Together' with lag options, integrated with appointment booking for more precise scheduling. Enhance operational insight for all roles through improved visualizations including dependency trees, conflict alerts, and task indicators, which support dispatcher decisions and technician execution. * Optimize appointment recommendations by allowing radius configuration at the territory level, tailored to diverse areas, such as urban versus rural. This capability includes an extension point for customers to implement custom radius logic with default instance-level values if no specific configuration is set. * Enhance appointment recommendations by allowing grading against user-defined similar services rather than identical ones, resulting in more versatile scheduling options. This feature includes an extension point for customers to specify which services they consider similar, and the system defaults to same-catalog matching if no custom configuration is provided. * Increase scheduling flexibility with new features to support slot overlap and overrides. This capability enables territory-based customization of appointment windows, default schedules, and specific slot-level overrides, giving more control over availability. {#field-service-management-rn__ul_tvy_zzz_lfc} ## UI changes {#field-service-management-rn__field-service-management-rn-ui-changes} Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Schedule Optimization](https://www.servicenow.com/docs/access?context=schedule-optimization-engine&version=zurich&pubname=zurich-field-service-management&ft:locale=en-US) : * The Resource Schedule Attribute related list and form have been added to agent profiles. * The Aggregated Agent Schedule has been added to Capacity by list in the Capacity definition form. * The Agent Schedule Attribute Plan table and form have been renamed to Resource Schedule Attribute. {#field-service-management-rn__ul_dcv_lvm_pfc} ## Changed in this release {#field-service-management-rn__field-service-management-rn-changed-features} [Capacity and Reservations Management](https://www.servicenow.com/docs/access?context=configuring-capacity-management&version=zurich&pubname=zurich-field-service-management&ft:locale=en-US){#field-service-management-rn__field-service-management-rn-rn-workspace} : Use the aggregated schedules of all agents of a territory to allocate resources until a specified cut-off date, after which predicted capacity can be used for bookings. This feature optimizes resource utilization and capacity management for a territory, which helps ensure that business services remain available without overburdening resources. [Google Maps APIs for  Field Service  capabilities](https://www.servicenow.com/docs/access?context=google-maps-api-keys&version=zurich&pubname=zurich-field-service-management&ft:locale=en-US) : Effective March 1, 2025, Google has designated the Places API, Directions API, and Distance Matrix API as Legacy services. The newer versions of these services are Places API (New) and Routes API. You can't generate new API keys for these legacy services. However, you can continue using these services with the existing API keys. If you create a Google API key after March 2025, you must upgrade to a supported ServiceNow release version to verify compatibility. [Smart Assessment for Field Service](https://www.servicenow.com/docs/access?context=configuring-smart-assessment-questionnaire&version=zurich&pubname=zurich-field-service-management&ft:locale=en-US) : Use Smart Assessment for Field Service to do the following: * Streamline asset identification and data entry by scanning and capturing barcode values directly within a work order questionnaire. * Configure a predefined range for numeric inputs to minimize errors and help ensure data accuracy. * View completed questionnaires in the workspace. * Create follow-up work order tasks from a work order questionnaire based on the responses. * Allow users to retry or replace an attachment if the upload is unsuccessful. {#field-service-management-rn__ul_h5k_yql_lfc} [Field Service Scheduling](https://www.servicenow.com/docs/access?context=setting-up-scheduling-methods&version=zurich&pubname=zurich-field-service-management&ft:locale=en-US) : Migrates data from the Work Parameter table to the Resource Schedule Attribute table for each technician, confirming that work parameters align with the new schedule attributes. ## Deprecations {#field-service-management-rn__field-service-management-rn-deprecations} * Non-collapsed mode is being deprecated and removed from Dispatcher Workspace. Dispatchers must use collapsed mode to see available resources in Dispatcher Workspace. * Starting with the Zurich release, the Enable capacity constraint for Schedule Optimization is being deprecated. It will no longer be applied for Schedule Optimization. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base. {#field-service-management-rn__ul_zdf_4ll_rfc} ## Activation information {#field-service-management-rn__field-service-management-rn-activation} Field Service Management is a ServiceNow AI Platform feature that is active by default.{#field-service-management-rn__field-service-management-rn-activation-1} ## Related ServiceNow applications and features {#field-service-management-rn__field-service-management-rn-related-apps} [Customer Service Management](https://www.servicenow.com/docs/access?context=customer-service-integration&version=zurich&pubname=zurich-field-service-management&ft:locale=en-US) : The Customer Service Management (CSM) with Field Service Management plugin (com.snc.csm_fsm_integration) integrates the Field Service Management and ServiceNow® Customer Service Management (CSM) applications to enable you to view account and contact information on work orders and work order tasks in the Field Service Management application.{#field-service-management-rn__dd_rcb_x2g_trb} {#field-service-management-rn__dd_rcb_x2g_trb} [Project Portfolio Management](https://www.servicenow.com/docs/access?context=c_ProjectPortfolioSuite&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : Field Service Management integrates with the ServiceNow® Service Portfolio Management application to enable you to create work orders directly from project tasks. [Workspace](https://www.servicenow.com/docs/access?context=workspace-landing-page&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) : ServiceNow® Workspace is a graphical user interface that puts multiple tools on one page, including the tools that agents use to find, research, and resolve issues. Customer Service Workspace and CSM Agent Workspace are customer service-specific implementations that provide tier-1 agents with the tools needed to respond to customers and resolve cases. * **[ServiceNow Otto for FSM release notes](https://www.servicenow.com/docs/pu1Dtldu6Dm_nXA5dURiaA)** The ServiceNow® ServiceNow Otto for FSM application brings generative AI to Field Service Management. ServiceNow Otto for FSM was enhanced and updated in the Zurich release.