Using Field Service Management

Use Field Service Management to manage work tasks performed on location. Match tasks to agents based on skills, geographic territory assignments, and available inventory. Collaborate between operations, field resources, and customers through mobile channels.

Prepare work ordersPrepare work orders to dispatch to Field Service agents.	WorkforceSet up schedules, territories, and crews for Field Service Management.	Schedule and dispatchAssign tasks, monitor agents, and keep track of equipment.
Manage appointmentsBook, reschedule, and cancel appointments for available services.	Customer self serviceAllow customers to manage their own information and updates.	Complete work orders Track and manage the progress of work order tasks.
	Complete work orders on mobileManage Field Service work order tasks from anywhere.

Field Service Management using overview

The process for configuring Field Service Management includes:

• Prepare work orders

  Create and edit all work orders and work order tasks to agents that are a part of the team you manage. Assign ad- hoc service locations to update and verify service locations on demand.

• Managing workforce

  Oversee agent schedules, manage resources, optimize territory coverage, and handle crew tasks and assignments to ensure efficient and effective coverage.

• Scheduling and dispatching work order tasks to agents

  Assign work order tasks to agents, and track the work as it’s being completed on the work order tasks. Schedule and assign work order tasks to crew, or contractors as required by the work order task.

• Managing appointments

  Book, reschedule, and cancel appointments for available services. Customers can view available appointment windows, make a selection, and book a service appointment from the service portal.

• Customer self service

  Customers can manage their own information and updates. Give customers the ability to track the status of their work orders, view agent locations, and provide feedback.

• Completing work orders on the web interface

  Agents can use the web interface to accept or reject work order tasks.

• Completing work on the ServiceNow Agent mobile application

  The Mobile Agent app is the most effective place for agents to interact with work order tasks.