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.
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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.
- Customize the information displayed in work order task popovers in Dispatcher Workspace to show the data most relevant to dispatchers. Popovers on the calendar, map, and task panel now support configurable field display, with a consistent visual experience across all
three surfaces. For more information, see Configure popover fields.
- Stay in the same position in the calendar in Dispatcher Workspace when you change from day to day. For more information, see Properties installed.
- The Assignment group task filter setting is moved from Dispatcher Workspace settings to the main Dispatcher Workspace page and is now a button. For more information, see Search tasks.
- Quickly edit tasks in Dispatcher Workspace directly from the contextual side panel. For more information, see Quick edit tasks.
- Add work notes or comments to work order tasks in Dispatcher Workspace from the activity stream. For more information, see Add work notes or comments.
- 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
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- 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.
- Configuring Smart Assessment from new templates
- Create versions of published smart assessment templates to add or modify questions and instructions. When a new version is published, the previous version moves to a retired state, but is maintained for traceability.
Completed and cancelled assessments aren't affected.
- ServiceNow Lens form auto-filler
- Capture an image using the mobile camera to automatically extract and populate smart assessment fields, reducing manual data entry effort for technicians. AI-powered image recognition analyzes the image and fills the
extracted data in the relevant fields.
- 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.
- Ensure only relevant tasks are processed by removing intraday events that don't meet specified criteria from both scheduled and prioritized optimization runs.
- Speed up high-volume scheduling by splitting groups or territories into smaller sets that process simultaneously. View how they are distributed using the Job Distribution column in both batch and
intraday runs.
- 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.
- Speed up scheduling results by configuring matching rules to define which tasks and technicians are affected when a prioritized event occurs, such as identifying all technicians with matching
certifications when someone calls in sick. You can enable matching rules per qualifier, then set criteria such as radius, skills, or time thresholds.
- 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.
- Capacity and Reservations Management
- Capacity and Reservations Management now enables you to perform the following tasks:
- Associate technicians with specific demand channels within a territory on a time-bound, recurring basis to model scheduling patterns based on union rules, part-time shifts, or regional strategies.
- Define agent-territory-demand channel associations with recurrence, start and end dates, and active status using the new Territory Resource Demand table.
- Filter agents based on supported demand channels during dynamic scheduling, schedule optimization, or manual scheduling.
- Calculate appointment booking availability in scripted mode based on agent demand channel recurrence.
- 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 entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
- Manage shifts with Now Assist
- Use Now Assist for FSM to manage shift coverage through a conversational experience, including creating and viewing shifts.
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