Setting up Field Service in CSM Agent Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Setting up Field Service in CSM Agent Workspace

    This guide provides instructions for activating and configuring Field Service Management (FSM) within the Customer Service Management (CSM) Agent Workspace in the Washingtondc release. The legacy FSM Agent Workspace will be deprecated in favor of the new FSM Configurable Workspace, which offers enhanced functionality and user experience.

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    Key Features

    • Plugin Activation: To enable FSM, activate the following plugins:
      • Customer Service with Field Service Management [com.snc.csmfsmintegration]
      • Field Service Management [com.snc.workmanagement]
      • FSM Agent Workspace [com.snc.agentworkspace.fsm] (activated with the previous plugins)
    • Roles Management: Various roles are defined for agents in the workspace, including:
      • Administrator: Updates FSM roles.
      • Customer Service Agent: Creates and manages work orders and appointments.
      • Location Agent: Manages work orders for service organizations.
      • Location Manager: Oversees work orders across their hierarchy.
      • Relationship Agent: Accesses cases based on established relationships.

    Key Outcomes

    By following these configurations, ServiceNow customers can effectively manage field service operations, streamline work order creation, and enhance collaboration within their service organizations. This setup ensures that agents can efficiently move work orders through various states and manage appointments, ultimately improving service delivery and customer satisfaction.

    Activate Field Service in CSM Agent Workspace and set up roles for performing the tasks.

    Important:
    Starting with the Vancouver release, Legacy FSM Agent Workspace is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. The Field Service Management Configurable Workspace [com.snc.uib.fsm_agent_workspace] provides the latest experience for this functionality. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

    Activating Agent Workspace

    Activate the following plugins:
    • Customer Service with Field Service Management plugin [com.snc.csm_fsm_integration] to enable account, contact, partner, partner contact, consumer information from Customer Service to Field Service Management.
    • Field Service Management plugin (com.snc.work_management) to provide support for scheduling and managing on-location work tasks.
    • FSM Agent Workspace plugin (com.snc.agent_workspace.fsm) is activated when you enable the Field Service Management plugin (com.snc.work_management) or the Customer Service with Field Service Management plugin [com.snc.csm_fsm_integration].

    Roles used in Agent Workspace for FSM

    Table 1. Agent Workspace roles
    Role Description Contains Roles
    Administrator [admin] Update Field Service Management roles for Agent Workspace.
    Customer Service Agent [sn_customerservice_agent, sn_customerservice.consumer_agent]
    • Create work orders from case.
    • View and apply template on a work order.
    • Move a work order from Draft state to Ready for Approval, Ready for Qualification, and Ready for Dispatch based on existing state flow and sm_config rules.
    • Book an appointment on a work order.
    • knowledge
    • sn_fsm_servicedesk_agent
    • template_editor
    • chat_admin
    • sn_customerservice.deescalation_requester for only [sn_customerservice_agent]
    • sn_templated_snip.template_snippet_reader
    • sn_shn.editor
    • timecard_user for [sn_customerservice_agent]
    • sn_esm_agent
    Location agent

    [sn_customerservice.svc_location_agent]

    		 Create and manage work orders created from cases for contacts and consumers in their service organization. In integration with Field Service Management:
    • View and apply template on a work order.
    • Move a work order from Draft state to Ready for Approval, Ready for Qualification, and Ready for Dispatch based on existing state flow and sm_config rules.
    • Book an appointment on a work order.
    • sn_fsm_servicedesk_agent
    • sn_esm_location_agent
    Location consumer agent

    [sn_customerservice.svc_location_consumer_agent]

    		 Create and manage work orders created from cases for contacts and consumers in their service organization. In integration with Field Service Management:
    • View and apply template on a work order.
    • Move a work order from Draft state to Ready for Approval, Ready for Qualification, and Ready for Dispatch based on existing state flow and sm_config rules.
    • Book an appointment on a work order.
    • sn_fsm_servicedesk_agent
    • sn_esm_location_agent
    Location manager

    [sn_customerservice.svc_location_manager]

    		 Create and manage work orders created from cases for contacts and consumers that belong to the service organizations within their hierarchy. In integration with Field Service Management:
    • View and apply template on a work order.
    • Move a work order from Draft state to Ready for Approval, Ready for Qualification, and Ready for Dispatch based on existing state flow and sm_config rules.
    • Book an appointment on a work order.
    • sn_fsm_servicedesk_agent
    • sn_customerservice.svc_location_agent
    • email_client_quick_message_author
    • sn_templated_snip.template_snippet_writer
    • sn_shn.admin
    • approver_user
    • sn_publications.approver
    • sn_customerservice.svc_location_consumer_agent
    Relationship agent

    [sn_customerservice.relationship_agent]

    		 Restricts an agent's access to cases for the accounts, contacts, consumers, and households that they have a relationship with Relationship Manager and Account Manager.
    In integration with Field Service Management:
    • View and apply template on a work order.
    • Move a work order from Draft state to Ready for Approval, Ready for Qualification, and Ready for Dispatch based on existing state flow and sm_config rules.
    • Book an appointment on a work order.
    • agent_workspace_user
    • sn_fsm_servicedesk_agent
    • snc_internal
    • sn_shn.editor
    • email_composer
    Notes:
    • When a case is created, the service organization on the case is the service organization of the user who creates the case.
    • When a case is assigned to an agent, the service organization on the case is updated to the service organization of the assigned agent.