Setting up Intelligent Task Recommendations

Intelligent Task Recommendation suggests the best available tasks to fill gaps in field agents' schedules, maximizing their productivity. Available in both Dispatcher Workspace and ServiceNow® Agent Mobile Application, this feature enhances scheduling efficiency and ensures optimal use of agent time.

When Intelligent Task Recommendation is invoked in Dispatcher Workspace, any free time that agents have between tasks and events is displayed as white space in the agent's calendar. This feature recommends the best available tasks to fill these gaps in the schedule. This feature is available to both dispatchers in the Dispatcher Workspace and to field agents in the ServiceNow Agent Mobile Application.

The recommended tasks must meet the following selection criteria:

• The task is listed in the Work Order Task [wm_task] table.
• The task is in the Pending Dispatch state.
• The dispatch group or task location is within the area that is covered by the agent.
• The estimated work duration is less than or equal to the selected time window in the agent's calendar.

Note:

Domain separation is supported in Intelligent Task Recommendation for Field Service Management For more information, see Domain separation and Field Service Management.

Configuration

As an administrator, follow these steps to configure Intelligent Task Recommendations:

1. Enable Intelligent Task Recommendations to improve agent efficiency and accuracy in selecting tasks based on rules and conditions.
2. Create policy: Define policy to specify which tasks should be recommended to agents or use the default ‘Standard task recommendation’ policy. Policies serve as the foundation for task recommendation logic and ensure tasks are assigned based on specified criteria.
3. Map policy to applications: Map the created policies to applications accessible to dispatchers and agents. This step enables users to access the task recommendation feature seamlessly from within their respective applications. By default, Dispatcher Workspace and Mobile are mapped to a task recommendation policy. This enables dispatchers and agents to utilize this feature within the applications they use daily.
4. Define recommendation criteria: Recommendation criteria in Intelligent Task Recommendations are divided into two categories: filtering constraints and ranking criteria. Filtering constraints are used to eliminate tasks that do not meet specific requirements, ensuring only relevant tasks are considered for recommendation. On the other hand, ranking criteria evaluate tasks and assign them a score based on their suitability. This score helps prioritize tasks and ensures that agents are recommended the most appropriate ones.
5. Customize criteria: Customize recommendation criteria using script includes to meet your organization's specific needs. This flexibility allows you to tailor task recommendations according to unique business requirements. These custom criteria are defined through script includes, offering a powerful way to personalize task recommendations. For more information, see Providing a script for custom task recommendation criteria.

• Activate Intelligent Task Recommendation
  Activate the Intelligent Task Recommendation plugin (com.snc_task_recommendations)) for Field Service Management if you have the admin role.
• Create Task Recommendation Policies
  Create policies to recommend the best available work order tasks for agents based on the specified rules and conditions.
• Map applications to Intelligent Task Recommendation policies
  Map applications to task recommendation policies. Provide access to these policies within those applications.
• Create custom recommendation criteria
  Define recommendation criteria that policies can use to rank or evaluate tasks for agents.
• Providing a script for custom task recommendation criteria
  Guidelines for creating scripts in recommendation criteria for an Intelligent Task Recommendation policy.