Yokohama |
- Dispatcher Workspace
- Use Dispatcher Workspace to perform the following tasks:
- View the Field Service agent’s real-time location and completed daily route.
- Use a condition builder to filter relevant resources. You can also extend existing tables to filter custom fields.
- Use advanced filters with hierarchical structures to filter territories.
- View task scheduling conflict messages in the Dispatcher Workspace to improve visibility and facilitate resolutions for dispatchers.
- Field Service Agent Efficiency
- Use Agent Efficiency to perform the following tasks:
- Define the agent efficiency criteria to calculate the Agent Efficiency for a task.
- Calculate the estimated work duration for a work order task more accurately based on the Agent Efficiency feature.
- Enhance manual task assignment and dynamic scheduling for a task by leveraging Agent Efficiency.
- Optimize Intelligent Task Recommendation by incorporating Agent Efficiency values so that dispatchers can assign tasks more effectively.
- Appointment Booking
- Use Appointment Booking to perform the following tasks:
- Replicate the application and service-based configurations across instances.
- Grade the appointment booking slots by recommended or available slots to ensure optimal scheduling.
- Use the seismic appointment booking calendar across all user interfaces to ensure a consistent and seamless scheduling experience.
- Task dependencies
- Use task dependencies to perform the following tasks:
- Enable administrators and dispatchers to define advanced task dependencies, such as start together or start after start, so that you can ensure that tasks are executed in the right order.
- Enable dispatchers to create task dependencies within or between work orders.
- Schedule Optimization
- Use Schedule Optimization to perform the following tasks:
- Enable dispatchers to optimize resource assignments that are based on the dependency relationship between tasks.
- Generate more accurate scheduling and assist your field technicians in navigating traffic conditions more effectively by configuring Schedule Optimization. You can consider time-of-day and set up intraday scheduling to leverage real-time traffic data when certain conditions are met.
- Use new optimization features, such as Maximize consecutive collocated task assignments and Minimize task start times, when you're creating a
policy.
- Provide greater control over task distribution by enabling a new drip feed property, Number of tasks, to enhance your scheduling capabilities.
- Expect more reliable and efficient task scheduling due to resolved conflicts between the various scheduling engines.
- View the task scheduling conflict messages on the task, user, and group records when optimization is in progress.
- Capacity and Reservations Management
- Use Capacity and Reservations Management to perform the following tasks:
- Leverage the capacity console to efficiently manage resource allocation across territories and demand channels so that you can enable your teams to analyze field technician performance and make data-driven
decisions.
- Set flexible reservation rules to define the minimum and maximum resource allocations so that you can enable dynamic adjustments to capacity based on shifting demands.
- Create recurring capacity assignments for specific days of the week for long-term capacity planning and management.
- Enable multiple overrides for the same date range to address demand fluctuations so that you can manage exceptions with more precision and flexibility.
- Scheduling Health dashboard
- Use the Scheduling Health dashboard to view these additional Schedule Optimization metrics:
- Tasks without skills
- Technicians without skills
- Tasks without parts
- Technicians without parts
- Business location-based work management
- Enable your staff across various industries to efficiently manage work orders. Your employees can resolve tasks that are specific to their assigned location, while your managers can oversee the tasks across their assigned
locations. You can reinforce your security by ensuring that your staff can only access the work orders that are related to their designated locations.
- Managing agents and tasks from Workforce
- Use Workforce to perform the following tasks:
- Enable additional users to use Workforce by adding additional managers to assignment groups.
- Enable managers to view the event management tab when Workforce Optimization for Field Service is active.
- Smart Assessment for Field Service Questionnaire
-
Use Smart Assessment templates to perform the following tasks:
- Migrate from a survey-based questionnaire to Smart Assessment based questionnaires.
- Create work order questionnaires.
- Set up detailed instructions that include rich text and images.
- Configure conditional questions based on responses of all other types of questions and across sections.
- Allow additional comments or attachments on a question's response.
- Improve the work order questionnaire in the Mobile Agent® application by implementing a paginated layout, providing instructions with questions, and offering in-line choices.
- Planned Work Management
- Seamlessly migrate monthly and annual plans from Planned Maintenance to Planned Work Management.
|
Zurich |
- Using Dispatcher Workspace
- 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.
- Navigate from a work order task to a related list of smart assessments that are associated with that work order.
- Assigning WOTs manually
- Use the records page to perform the following tasks that was limited to Dispatcher Workspace before:
- Flag a work order task.
- Use assignment assistance.
- Schedule Optimization
- Use Schedule Optimization to do the following:
- Workforce
- 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
- Manage resource attributes for any duration, whether a single day or multiple days.
- Appointment Booking
- 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.
|
Australia |
- Dispatcher Workspace
- Dispatcher Workspace now enables you to perform the following tasks:
- Show multiple time zones on the map in Dispatcher Workspace with a segmented time indicator to see which time zone each Field Service technician is in. For more information, see Time zones.
- Quickly see a work order task in the task panel and find it on the calendar rather than having to search through multiple days. For more information, see Open tasks from the task list.
- See live traffic on the map in Dispatcher Workspace. For more information, see Show map overlays in Dispatcher Workspace.
- Flag multiple tasks at once. For more information, see Flag or unflag tasks from the list.
- Quickly find tasks in the calendar from the task list. For more information, see Flag or unflag tasks from the list.
- View analytics, including the number of technicians without a work schedule or valid location. For more information, see Scheduling Health dashboard.
- Show an overtime indicator on the calendar to visually see which technicians have overtime tasks. For more information, see Show overtime indicator.
- Control the size of the cells on the calendar to see shorter tasks more easily. For more information, see Zoom in or out on the calendar.
- Field Service Manager Mobile
- Field Service Managers can do their work from anywhere on their mobile device, including the following tasks:
- Locations on personal events
- See locations for personal events regardless of where they're created in Field Service Management applications including Dispatcher Workspace and Field Service Manager Mobile.
- ServiceNow Agent mobile app
-
- Generate work summary reports and capture signatures in them at the work order task level along with the existing work order level. Additionally, you can view responses and score information for the smart assessment
questionnaires in the work summary report.
- Perform asset audits for the technician's personal stockroom to verify and reconcile assets between a physical stockroom and the data on the ServiceNow instance.
- Respond to a reviewed work order task
- View and resubmit smart assessment questionnaire responses that need additional information, enabling more informed and timely corrections of responses from job sites.
- Schedule Optimization
- Enhance scheduling accuracy and performance with Schedule Optimization
- View comprehensive details for all optimization runs to quickly identify issues. Access standardized information about run status, included tasks and qualifiers, unassigned tasks with
explanations, and the objectives and constraints applied during each optimization.
- Manage integrations more easily by configuring options to enable or disable third-party map providers beyond the default provider.
- Leverage all available trainers to reduce processing time and accelerate end-to-end scheduling for high-volume scenarios by splitting qualifiers into non-overlapping sets and running multiple
optimization jobs in parallel.
- Improve scheduling accuracy by introducing a Window End Buffer Duration field on the Work Order task record that enables you to configure a buffer duration that extends optimization beyond the
defined window end so tasks are retained in the schedule.
- Ensure only relevant tasks are processed by removing intraday events that don't meet specified criteria from both scheduled and prioritized optimization runs.
- Improve optimization control by applying matching rules to intraday events by accessing them in the Table field on Matching Rules.
- Reduce processing time for high-volume scheduling by splitting qualifiers into non-overlapping groups to run multiple optimization jobs in parallel across available trainers. View how qualifiers are grouped using the
Job Distribution column in both batch and intraday runs.
- Appointment Booking
- Use Appointment Booking to perform the following tasks:
- Ensure better alignment with your operations by defining advanced lead time and cut-off logic through APIs or extension points. You can implement a custom script through an extension point based on job type, time of day,
and day of week.
- Accommodate emergencies or priorities even if the capacity or appointment slots are full by enabling overbooking of appointments.
- Configure appointment slots to consider the holiday settings for a territory and display the available slots accordingly.
- Ensure guaranteed appointment slots by configuring availability checks to be performed at the time of slot retrieval so that any slot displayed is assured to be bookable without needing further
capacity validation during the appointment booking.
- Ensure an accurate calculation of the duration for a task while booking an appointment by defining work and travel duration either in the appointment schedule configuration or in the schedule
override configuration.
- Determine appointment availability using territory and demand channel mapping when contact or location details are not provided.
- Consider task dependencies while booking or rescheduling appointments and display the slots for the successor tasks after the estimated completion time including the defined lag time for the
predecessor task.
- ServiceNow product tiers
- The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets, and create your own
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
|