Field Service Management release notes
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Summary of Field Service Management Release Notes Washington DC
The Washington DC release of the ServiceNow® Field Service Management application enhances the management of location-based work. Key updates focus on improving operational efficiency and safety in field service tasks through advanced scheduling, inventory management, and contractor engagement features.
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Key Features
- Schedule Optimization: Enables efficient task assignments across multiple territories, optimizing resource allocation with new objectives and improved configuration processes.
- Dispatcher Workspace: Allows dispatchers to manage schedules in real-time, create crews, and communicate with agents, enhancing operational oversight.
- Beans.ai Integration: Provides travel time estimates for better Dynamic Scheduling and Route Optimization.
- Field Service Marketplace: Dispatchers can post tasks for contractors, facilitating timely task allocation based on skills and availability.
- Now Assist for FSM: Summarizes work order tasks and captures progress for future reference.
- Enhanced Mobile Experience: Offers flexibility in reserving parts based on availability, improving efficiency in sourcing and fulfilling requests.
- Predictive Intelligence: Automatically suggests required parts for work orders, streamlining the process of task completion.
Key Outcomes
ServiceNow customers can expect improved accuracy in scheduling, enhanced inventory management, and a more streamlined interaction with contractors. The updates facilitate better resource allocation, reduce scheduling changes, and ultimately lead to more timely completion of field service tasks.
The ServiceNow® Field Service Management application enables your organization to manage location-based work more efficiently and safely. Field Service Management was enhanced and updated in the Washington DC release.
Field Service Management highlights for the Washington DC release
- Identify and pinpoint the work order locations on your structured linear assets for accurate field service operations.
- Streamline your inventory management and ensure that you have timely access to the right parts by viewing the descriptions, models, and related criteria in similar work orders.
- Explore the Field Service marketplace to help you streamline the work for your contractors and make decisions based on time and costs regarding the task assignments for your contractors.
- Enable dispatchers to run Schedule Optimization on demand throughout the day as scheduling conditions change.
See Field Service Management for more information.
New in the Washington DC release
- Schedule Optimization features
- Use Schedule Optimization to do the following tasks:
- Schedule complex multi-territory assignments where an agent might be responsible for multiple territories over a longer batch processing period.
- Assign tasks to agents regardless of whether they’re primary or secondary members of a single or multiple territories.
- Optimize task scheduling by defining the capacity of your agents or work type.
- Provide smoother intra-day operations and efficient resource allocation when a single agent might need to handle multiple territories within the same day or across different shifts.
- Use new objectives such as Maximize Assignment to Earlier Shifts, Minimize Highest Priority Task Start Times, and Minimize SLA Violation when you're creating a policy.
- Use the improved configuration process for batch and intra-day scheduling,which provides common settings for both types while maintaining specific configurations where needed. With this process, you can eliminate duplication and ensure an efficient setup.
- Improve your schedule accuracy and adherence and also reduce scheduling changes when intra-day is running through two new system properties.
- Dispatcher Workspace features
- Use Dispatcher Workspace to perform the following tasks:
- Enable dispatchers to run Schedule Optimization throughout the day as scheduling conditions change.
- Create crews that are based on territory memberships.
- View your contractor capacity by territory in the calendar view.
- View agents on the calendar by their availability in the territory.
- Create personal events for Field Service agents to show when they are unavailable for non-work order reasons like an appointment or a phone call they have scheduled.
- Change the amount of time shown on the calendar to time intervals of 15, 30, 45, or 60 minutes.
- Send messages to agents to discuss work order tasks.
- Make bulk updates for your calendar events to save time.
- Source one or more parts from a preferred stockroom or assignment group and then transfer them to your personal stockroom to ensure the prompt completion of work order tasks.
- Beans.ai map integration for travel estimates
- Use beans.ai, a new map provider, for travel time estimates for Dynamic Scheduling, Route Optimization, manual task assignment, and agent estimated time arrivals.
- Territory Planning features
- Use Territory Planning to do the following tasks:
- Create territory-specific crews to streamline territory management, task scheduling, and resource allocation.
- Link multiple geographies to one territory by using a composite geography capability that simplifies the representation of complex areas and enables you to have more data management flexibility.
- Manage the territories, customized hour ranges, tasks, and agent schedules for your internal agents and contractors so that you can allocate your resources accurately.
- Field Service Marketplace
- Enable Field Service dispatchers to post tasks on an exclusive contractor marketplace, where contractor companies with skilled workers can offer cost estimates and their availability. Your dispatchers can interact with qualified contractors and select the most suitable contractor for the task.
- Now Assist for Field Service Management (FSM)
- Use Now Assist for FSM to summarize work order tasks.
- Create work order task summaries during any state of the work order task to track progress.
- Create task closure summaries when completing tasks on the mobile application to provide notes for future reference.
- Start of week Appointment Booking
- Enable the system to start booking an appointment on the first day of a week or a day other than the default Sunday.
- Task initiator Role
- Enable work order initiators to qualify work orders in the draft state with the new task initiator role.Users with a task initiator role can perform the following actions on work orders or tasks that are in the draft state:
- Apply a work order template
- Add or modify work order tasks
- Add or modify part requirements
- Enhanced mobile experience to reserve parts
- Choose whether to reserve a part in a personal stockroom or source it from another stockroom depending on the part's availability when fulfilling or sourcing part requests.
- Linear assets support
- Enable the work order initiator or qualifier to perform the following actions:
- View the linear asset geometry on the service location maps and pinpoint the work location.
- View the linear asset geometry on the map interface and select the start and end locations on the linear assets so that you can create a service location.
Enable agents to perform the following actions when working on linear asset inspection tasks:- Review the start and end location details of a linear asset.
- Locate the asset start and end location on a map interface. The start date and work context should be highlighted on the linear asset.
- Inspect the different linear asset segments that need to be worked on.
- Create a work order task with an accurate point location on the linear asset or segment.
- Suggest parts with Predictive Intelligence
- Take advantage of automatic suggestions for required parts for work order tasks by using the Predictive Intelligence solution.
- Workforce features
- View the task and action descriptions of the work order tasks in the contextual side panel. Establish the default start and end times for new events directly on the Event Management tab.
Changed in this release
- Migration of Field Service Management Core UI dashboards to Next Experience Dashboards
- The following Next Experience
Field Service Management dashboards provide a more efficient streamlined way for you to work:
- Field Service Management overview
- Field Service Contractor
- Field Service Planned Maintenance
- Field Service Performance Analytics
Deprecations
Starting with the Zurich release, the Enable capacity constraint for Schedule Optimization is being prepared for future deprecation. It will be no longer be applied for Schedule Optimization. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.
Activation information
Field Service Management is a ServiceNow AI Platform feature that is available with activation of the Field Service Management plugin (field_service_management). For details, see Activate Field Service Management.
Additional Field Service Management features are available with the activation of other plugins. For details, see Additional plugins for Field Service Management.
Field Service Marketplace is available with activation of the Field Service Marketplace plugin ( com.snc.fsm_marketplace). For details, see Activate Field Service Marketplace.