Quality Management

Zurich Field Service Management
Release
zurich
ft:locale
en-US
ft:publication_title
Zurich Field Service Management
ft:clusterId
fsm
bundleId
fsm
workflow
Customer and Industry
  • Field Service Management
  • Explore
  • Guided Setup
  • Integrated work order entry
  • Customer Experience
  • Work order insights
  • Process Optimization
  • Scheduling and Dispatching
  • Appointment booking
  • Dynamic scheduling
  • Intelligent Task Recommendation
  • Schedule Optimization
  • Dispatcher Workspace
  • Dispatcher dashboard
  • Capacity and Reservations Management
  • Capacity Console
  • Field Service Agent Efficiency
  • Field Service Crew Operations
  • Field Service Territory Planning
  • Mobile experience
  • Playbooks
  • Field Service Marketplace
  • Inventory management
  • Linear asset support
  • Monitoring and analytics
  • Planned Work Management
  • Workforce Optimization
  • Example workflows
  • Field Service operations
  • Field Service preventive maintenance
  • Field Service IT
  • Virtual Agent
  • Quality Management
  • Configure
  • Plan implementation
  • Domain separation
  • Extension points
  • Global domain configurations
  • Guided Setup
  • Activate Field Service Management
  • Additional plugins
  • Quick start tests
  • Set up workforce
  • Google Maps
  • System properties
  • Google Maps APIs
  • Locations
  • Service Locations
  • Activate
  • Map locations
  • Create parent determination rules
  • Set the default validation
  • Customize location fields
  • Add Service Locations to catalog
  • Limit service locations
  • Set default location
  • Users
  • Set up user groups
  • Assign additional managers
  • Define agent profile
  • Manage skills
  • Mandatory Skills
  • Configuring Mandatory Skills
  • Migrate skills to the Task Skill table
  • Territory Planning
  • Activate
  • Create geographies
  • Create a GeoJSON geography
  • Create matching geography
  • Create a composite geography
  • Edit a geography
  • Create a territory
  • Resources
  • Assign groups
  • Add agents
  • Add crews
  • Add suggested agents
  • Add managers
  • Modify resource membership
  • Enable territory model
  • Agent Efficiency
  • Activate
  • Create or modify efficiency criteria
  • Assign efficiency value to agents
  • Create or modify efficiency determination rule
  • Agent calendars
  • Create a personal event
  • Crew Operations
  • Activate
  • Create crews
  • Add skills
  • Add an equipment skill
  • Create ad hoc crews
  • Update crew requirement
  • Add crew members
  • Identify the leader
  • Contractor capabilities
  • Contractor Management
  • Activate
  • Onboard a contractor company
  • Onboard an external manager
  • Create work group for external agents
  • Add external assignment groups
  • Onboard an external agent
  • Offboard an external agent
  • Add additional managers
  • Marketplace
  • Activate
  • Create a marketplace engagement method
  • Modify marketplace eligibility
  • Capacity and Reservations Management
  • Activate Capacity and Reservations Management
  • Activate Capacity console
  • Capacity reservation rules
  • Create capacity allocation schedule
  • Create a capacity definition
  • Create capacity buckets
  • Create a capacity assignment
  • Create a demand channel
  • Override a capacity assignment
  • Example workflow
  • Workforce Optimization
  • Activate
  • Set up scheduling
  • Configure event categories
  • Create event types
  • Modify schedule adherence
  • Event type extension points
  • Associate attributes with events
  • Optimization for Teams
  • Coaching
  • Configure an indicator
  • Set up skill prediction
  • Configure a list menu
  • Integrate third-party learning
  • Denormalized tables
  • Update the data
  • Work orders and tasks
  • Work orders
  • Templates
  • Create templates
  • Create a knowledge article
  • SLAs
  • Manage a work order SLA
  • View a task with an SLA
  • Suspend and resume SLA for work order
  • Suspend and resume SLA for a WOT
  • Delete an SLA
  • Work order states
  • Qualification state for work orders
  • Define state flows
  • Configure
  • State flow dictionary overrides
  • Work notes
  • Field controls
  • Trigger events on state changes
  • Rebuild state flows
  • State flow cleanup
  • State flow example
  • Template Management
  • Activate
  • Data mapping
  • Create field mapping
  • Fetch data source table
  • Standalone task templates
  • Create a WOT template
  • Create relevant tasks
  • Signed PDF summaries
  • Work order tasks
  • Create work types
  • Work order task states
  • Scheduled state
  • Questionnaires
  • Survey-based questionnaires
  • Activate
  • Create a questionnaire
  • Time Recording
  • Activate
  • Add categories
  • Work Configurations
  • Activate
  • Configure
  • Manage
  • Work order template
  • Dynamic scheduling assignment
  • Example workflow
  • Planned Work Management
  • Install
  • Work plans
  • Create
  • Migrate maintenance plans
  • Configure a work schedule
  • Map a work order template
  • Map a task template
  • Create planned work records
  • Generate work orders
  • Run a scheduled job to execute a planned work schedule
  • Generate work orders for schedule occurrences
  • Suppress schedule occurrences
  • Reschedule planned work order
  • Using extension point
  • Auto-population of access hours
  • Activate
  • Access hour preferences
  • Linear assets support
  • Playbooks
  • Install
  • Process Automation Designer
  • Customer Experience
  • Request task management
  • Task windows
  • Task template for common tasks
  • Clone a request task
  • Quality Management
  • Activate
  • Set criteria for quality review
  • Inventory and asset management
  • Stockrooms
  • Create
  • Add preferred stockrooms
  • Resource Scheduling
  • Activate
  • Create an equipment category
  • Create an equipment instance
  • Add skills to an equipment instance
  • CSM/FSM Configurable Workspace
  • Dispatcher Workspace
  • Activate
  • Define colors for work order states
  • Time zones
  • Learn about Example – Time zones for dispatchers
  • Configure CSL or task card fields
  • Add task pane filters
  • User groups
  • Add dispatcher filters
  • Add sort options
  • Add agent list sort options
  • Configure event body fields for dispatchers
  • Change days dispatchers can hide off shift agents
  • Map settings
  • Map pins
  • Map pin images
  • Dispatcher Workspace settings
  • Calendar event icons
  • Calendar event fields
  • Clear resource filters
  • Sidebar messages
  • Enable Dynamic Scheduling
  • Add agents outside assignment groups
  • Customize Dispatcher Workspace
  • Contextual side panel
  • Agent card
  • Calendar grid
  • Calendar pop over fields
  • Advanced resource filters
  • Resource filter options
  • Add resource filter
  • Collapsed mode
  • Field Service Territory Planning Console
  • Map overlays
  • Add territory fields
  • Set relevant territory conditions and filters
  • CSM Agent Workspace
  • Workforce
  • Event configurations
  • Event types for Workforce team calendar
  • Event visibility
  • System properties
  • Team calendar visibility for group members
  • Territory view
  • Setting up a Field Service scheduling method
  • Schedule Optimization
  • Activate Schedule Optimization
  • Territory-Based Optimization
  • Schedule Optimization with Workforce Optimization for Field Service
  • Schedule Optimization for Planned Crews
  • Create policies
  • Add objectives
  • Add constraints to a policy
  • Configure the policy to assign preferred technicians to tasks
  • Configure the policy to enable dispatchers to prioritize work order tasks
  • Create a scheduling attribute
  • Setting up a travel estimate provider
  • Set up a connection and credential for Beans.ai travel estimate provider
  • Configure travel time estimates with Beans.ai
  • Configure travel time estimates with latitude and longitude
  • Create a scope for Schedule Optimization
  • Create a batch for Schedule Optimization
  • Optimizing technician schedules
  • Activate intraday optimization
  • Configure intraday optimization
  • Configure on demand optimization
  • Optimizing technician schedules
  • Configure immediate optimization
  • Configuring log levels
  • Set the Schedule optimization logging level
  • View Schedule Optimization logs
  • Example- Schedule Optimization
  • Example- Schedule Optimization
  • Configuring Dynamic Scheduling
  • Activate dynamic scheduling
  • Learn Dynamic scheduling process
  • Roles and personas required for Dynamic Scheduling
  • Set up agent schedules
  • Set up Dynamic Scheduling as scheduling mechanism
  • Dynamic scheduling system properties
  • Example scenario
  • Configure dynamic scheduling
  • Example - configure dynamic scheduling to assign preferred technicians to tasks
  • Example - configure dynamic scheduling to ignore excluded technicians
  • Set up Intelligent Task Recommendations
  • Activate Intelligent Task Recommendation
  • Create Task Recommendation Policies
  • Create a filter constraint
  • Map applications to Intelligent Task Recommendation policies
  • Create custom recommendation criteria
  • Providing a script for custom task recommendation criteria
  • Configuring Route Optimization
  • Additional scheduling configuration options
  • Configuring Task Bundling
  • Activate Field Service Task Bundling
  • Dynamic task bundling
  • Create a task bundling policy
  • Create a task bundling rule
  • Add qualifiers to a task bundling policy
  • Schedule dynamic task bundling
  • Run a task bundling policy manually
  • Configuring Appointment Booking
  • Activate Appointment Booking
  • Activate Advanced Appointment Booking
  • Domain Separation and Appointment Booking
  • Enable or disable appointment booking
  • Application configuration
  • Configure variables in a record producer
  • Configure an appointment booking record producer
  • Create service configuration
  • Service configuration rules
  • Configure daily and advanced schedules
  • Create appointment booking advanced configuration
  • Set the starting day of the week on calendar
  • Create an Appointment schedule
  • Create an Appointment window configuration
  • Create an Appointment service configuration mapping
  • Create an Appointment Schedule Override
  • Enable or disable seismic appointment booking calendar
  • Enable and configure appointment slot recommendation
  • Enable appointment slot recommendation
  • Create or modify a slot recommendation rule
  • Add selection criteria for a slot recommendation rule
  • Create a business rule to generate appointment records
  • Customize Appointment Booking email and SMS notifications
  • Configuring Multi-day scheduling
  • Activate Field Service Multi-Day Task Scheduling
  • Setting up Soft Booking
  • Configuring Intraday schedule automation
  • Activate intra-day schedule automation
  • Copy intraday schedule automation flows
  • Change the value for agents being considered early or late
  • Change the time that determines whether an agent has acted
  • Change the recipients of notifications for intraday schedule automation
  • Configuring Auto Assignment scheduling
  • Managing task scheduling conflicts
  • Setting up Field Service Mobile Agent
  • Configure the Now Mobile Agent application
  • Connect to your Field Service data
  • Customizing UI actions for the Now Mobile Agent application
  • Configure UI actions in the Now Mobile Agent application
  • Configuring push notifications for task assignment
  • Push notifications, actions, and messages
  • Configure scheduled offline caching
  • Configure the recently closed work order tasks list
  • Configure special handling notes for the Now Mobile Agent application
  • Enable chat in the Now Mobile Agent application
  • Location tracking
  • Action-based location tracking for Field Service Management example
  • Enable dark theme in the Now Mobile Agent application
  • Field Service Contractor for mobile feature of the Now Mobile Agent application
  • Activate the Field Service Contractor for mobile feature in the Now Mobile Agent application
  • Access the ServiceNow Agent for Field Service Contractor for mobile application
  • Configuring Site Mapping for Field Service Management
  • Activate Site Mapping for Field Service Management
  • Create a Custom Map Provider record
  • Set the default provider for a Custom Map Screen
  • Activate Sidebar for the Field Service Mobile Agent application
  • Configuring Field Service Virtual Agent Conversations
  • Install Field Service Virtual Agent Conversations
  • Activate required Virtual Agent conversation topics for Field Service Management
  • Activate Virtual Agent conversations with NLU
  • Configuring Smart Assessment questionnaires for Now Mobile Agent
  • Activate Smart Assessment for Field Service questionnaire
  • Enable Smart Assessment Questionnaire
  • Migrating to Smart Assessment
  • Migrate a survey-based questionnaire to Smart Assessment
  • Migrate survey instances to Smart Assessment
  • Configure Smart Assessment from new templates
  • Author and publish a Smart Assessment template
  • Create Smart Assessment questionnaires from new templates
  • Integrating Field Service Management with other applications
  • Integration with Customer Service Management
  • Map case fields with work order table
  • Integration with Industry products
  • Integration with Project Portfolio Management
  • Customize the work order state transition map
  • Integration with Change Management
  • Install Change Management for Field Service
  • Setting up Change Management for Field Service
  • Synchronize work orders with change requests
  • Create a work order from a change request in the CSM Configurable Workspace
  • View work order details from a change request using the CSM Configurable Workspace
  • View work order details from a change request in Mobile Agent app
  • Change management for Field Service components
  • Integration with Incident Management
  • Install Incident Management for Field Service
  • Setting up Incident Management for Field Service
  • Using extension point for incident management
  • Create a work order from incident record in the CSM Configurable Workspace
  • View work order details from the incident record using the CSM Configurable Workspace
  • View work order details from incident record using the Mobile Agent application
  • Incident Management for Field Service components
  • Integration with Virtual Conferencing
  • Install Field Service Management Virtual Conferencing Integration
  • Configure Field Service Management Virtual Conferencing Integration
  • Customize the display of conference recording information
  • View details for recorded conference calls
  • Setting up FSM reports and analytics
  • Field Service Management Platform Analytics Solutions
  • Field Service Platform Analytics dashboard
  • Field Service Performance Analytics dashboard in the configurable workspace
  • Configuring Workforce reports and analytics
  • Configuring Predictive Intelligence for Field Service Management
  • Activate Predictive Intelligence for Field Service Management
  • Predictive Intelligence for defining work order solutions
  • Suggest similar part requirements for work order tasks
  • Use
  • Prepare work orders
  • Manage work orders
  • Apply a work order template
  • Create a work order
  • Example - Create task without qualifying a work order
  • Closing work orders and next steps
  • Cancel a work order
  • Delete a work order
  • Field Service Management SLAs
  • Use an SLA map
  • Access an SLA map
  • SLA map symbols
  • Filter an SLA map
  • Manage a task that has an SLA
  • Assign work orders for linear assets in Field Service Management
  • Create work order for a linear asset using a map
  • Manage a work order for the planned work
  • View schedule occurrences for a planned work
  • Generate work orders for upcoming days
  • Run a planned work schedule on demand
  • Run scheduled job to refresh maintenance plans
  • Work plan example
  • Planned Work Management Home page
  • Plan calendar
  • Create and view events using the planning calendar
  • Cancel events using the planning calendar
  • Qualify a work order
  • Request additional information to qualify a work order
  • Qualify a work order
  • Move a work order task to the dispatch queue
  • Manage work order tasks
  • Create a work order task
  • Clone a work order task
  • Delete a work order task
  • Assign preferred agents to tasks
  • Exclude Field Service agents from being assigned work order tasks
  • Create dependencies
  • Create dependencies using templates
  • Create advanced task dependencies
  • Create WOT in CSM Agent Workspace
  • Qualify WOTs in CSM Agent Workspace
  • Prioritize a WOT for Schedule Optimization
  • Onsite arrival and check-in
  • Inventory
  • Part requirements
  • Create
  • Copy a part requirement
  • Delete a part requirement
  • Sourcing parts
  • Source and assign part
  • Source parts for WOT
  • Pick up an asset
  • Transfer orders
  • Consumable and non-consumable models
  • Create
  • Move an asset
  • Merge
  • Review
  • Rate types and labor rate cards
  • Assign a knowledge article
  • Review and approve time sheets
  • Ad-hoc Service Locations
  • Setting ad-hoc locations
  • Workforce
  • Territory planning console
  • View favorite territories
  • View territory information in CSP
  • Change map marker location
  • Change schedule attributes
  • Move agents between territories
  • Agent availability and calendars
  • Create work schedule
  • Create calendar schedule
  • Run the Daily Schedule Table
  • Emergency Exposure Management
  • View an Emergency diagnostic report
  • Block the calendar
  • Agent skills, schedules, and tasks
  • Agent calendar
  • Agent calendar
  • Allow agents to start traveling before shift
  • Managing agents and tasks from Workforce
  • Change views in Workforce
  • Set a default assignment group on the team calendar
  • Set a default territory on the Team calendar
  • Using the team calendar
  • Managing agents and agent groups
  • View an agent profile
  • Update an agent's profile
  • Create a personal event
  • View personal events
  • View events on the Team calendar when WFO is installed
  • Using the map
  • View agent location and assign tasks to agents
  • View agent location history map
  • Capacity
  • View Capacity Usages
  • Capacity Console
  • View data
  • View territory and demand channel summary
  • Update value and reservation
  • Crew operations
  • Assign WOTs to crews
  • Managing tasks on mobile
  • Add resources to tasks
  • Add resource requirements
  • Change agent's time worked
  • Workforce Optimization
  • Dashboard
  • Scheduling
  • Create a work shift plan
  • Create an on-call shift plan
  • Create a schedule plan
  • Add breaks
  • Publish a schedule plan
  • Track and Manage
  • Monitor schedule adherence
  • Analyze adherence and conformance
  • Add events to the team calendar
  • Teams
  • Coaching
  • Skills Overview
  • Assess quality of completed tasks
  • Skills
  • Coaching with Learning
  • Mobile experience
  • Scheduling and dispatching
  • Assigning WOTs manually
  • Assigning WOTs using Dynamic Scheduling
  • Choose tasks to run
  • Confirm Assignment pop-up window
  • Add default agent
  • Assigning preferred agents
  • Display debug log
  • Set agent status from the mobile UI
  • Set agent status from the desktop
  • WOT start and end dates
  • Ignoring travel time
  • Access hours
  • Assigning WOTs with defined access hours
  • Assigning WOTs from Dispatcher Workspace
  • Using Dispatcher Workspace
  • Customize task and agent cards
  • Enable settings
  • Flag a WOT
  • Select assignment groups
  • Select territories
  • Search WOTs
  • Filter views
  • Search for appropriate agents
  • Refresh Dispatcher Workspace
  • Agent work and schedule status
  • Show or hide off shift agents
  • Time zones
  • Change the time zone
  • Show multiple time zones
  • Suggest agents to assign to a WOT
  • Assign a WOT
  • Edit multiple tasks
  • Update multiple WOTs simultaneously
  • Manage WOTs
  • Viewing agents and tasks
  • Run optimization on demand
  • Limit the map display to tasks or agents
  • Viewing an agent's calendar
  • Show and optimize the agent task route
  • Crew operations
  • Create crews
  • Create ad-hoc crews
  • Create quick crews
  • Viewing crews
  • Search for crews
  • Update requirements for the WOT
  • Search for tasks that need a crew
  • Identify crews and agents for crew tasks
  • View crew tasks
  • Assign WOTs to crews
  • Assign an ad-hoc agent
  • Add crew members
  • Add resource requirement for a WOT
  • Assign required resources to the task-specific crews
  • Ad-hoc filters
  • Create new
  • Create from an existing filter
  • Update a saved filter
  • Delete a saved filter
  • Export a saved filter
  • View agent information
  • Show that an agent is busy with a personal event
  • Working on scheduled tasks
  • Manage scheduled tasks
  • Edit or delete a personal event
  • Determine how overlapping tasks are assigned
  • Sidebar
  • Part requirements
  • Create a part requirement
  • Source parts
  • Temporarily add agents
  • Remove a temporarily added agent
  • Advanced Filtering
  • Personalize your resource view
  • Filter resources
  • Delete an advanced filter
  • Bundling WOTs
  • Create a WOT bundle
  • Add or remove tasks from a WOT bundle
  • Assign a WOT bundle
  • Change a WOT bundle
  • Change the order of subtasks in a bundle
  • Unbundle a work order task bundle
  • Assigning multi-day tasks to agents
  • Assign multi-day tasks to agents
  • Scheduling and assigning equipment to tasks and crews
  • Assign equipment to a planned crew
  • Assign equipment to a task crew
  • Assign an equipment instance to groups
  • Create a maintenance schedule for an equipment instance
  • Field Service Marketplace
  • Push a request
  • Respond to a request
  • Withdraw from a request
  • Assign task to a contractor
  • Response evaluation flow
  • View scheduling history of WOTs
  • Appointment booking
  • Managing appointments on behalf of a customer
  • Managing appointments from a work order or work order task
  • Select an Appointment window
  • Book
  • Reschedule
  • Cancel
  • Managing appointments in the CSM Configurable Workspace
  • Book
  • Reschedule
  • Cancel
  • Managing appointments as a customer
  • Book
  • Book an appointment for existing work orders and work order tasks
  • View work order and appointment details
  • Reschedule
  • Cancel
  • Customer self service
  • View and add comments to WOTs
  • Track agent location
  • Track agent location from email or SMS notifications
  • Collecting agent feedback
  • Preview and sign closed work orders
  • Completing work orders on the web interface
  • Updating task status
  • Execute work order tasks
  • Accept or reject
  • Execute from the agent map
  • Map symbols
  • Agent location
  • Tasks
  • Viewing WOT information
  • Customize the display of task information
  • Start work
  • View task information on the classic mobile UI map
  • Pick up an unassigned task
  • Execute from the queue
  • Record an incidental expense
  • Complete a questionnaire
  • Close complete WOT
  • Close incomplete WOT
  • Cancel a WOT
  • View asset usage
  • Track removal of asset
  • Record assets used
  • Track replacement asset
  • Using drop off lists
  • Create drop off list
  • View drop off list
  • Drop off an asset
  • Recording time worked
  • Record time worked manually
  • Pause WOT
  • Review time recorded
  • Modify or delete time worked
  • Review and submit time sheet
  • Create signed PDF summary
  • Contractor Portal
  • Log in for first time
  • Onboard agents
  • Approve or reject onboarding requests
  • View an agent profile on
  • Assign additional managers
  • Offboard agents
  • Work order tasks (WOTs)
  • Assign outsourced WOTs
  • Accept or reject
  • Execute and track
  • View attached knowledge articles
  • Close incomplete WOT
  • Record asset usage
  • Record assets used
  • Record asset removal from task location
  • View task SLAs
  • View sibling tasks
  • Record incidental expenses
  • Complete questionnaires
  • Sign closed work orders
  • Requesting and receiving required parts
  • Create and source a part requirement request
  • Transfer part orders
  • Track part pickups
  • Access stockroom info
  • Managing Smart Assessment in Configurable Workspace
  • View and complete Smart Assessment in Configurable Workspace
  • ServiceNow Agent mobile app
  • Time sheets
  • Create a time sheet
  • Add a time card
  • Manage time cards
  • Personal events
  • Create an event
  • View events
  • Edit an event
  • Create a task
  • Prioritizing on ServiceNow Agent
  • Plan your WOTs
  • Assign tasks using Intelligent Task Recommendation
  • Plan your schedule
  • Pick up an unassigned task
  • Optimize a task route
  • Accept or reject a WOT
  • Start work on a WOT
  • Activate dark mode
  • Create a sales opportunity
  • View sales opportunities
  • Complete a questionnaire
  • Tracking location
  • Inventory
  • Track inventory
  • Request inventory
  • Accept or reject part requests
  • Picking up parts
  • Request rejected parts
  • Duplicate part request
  • View transfer order lines
  • View schedule and track parts for drop-off
  • Analyze work orders for selected asset
  • Track an asset
  • Register new assets
  • Move defective assets
  • Move excess assets
  • View install base info
  • Equipment
  • Field Service Contractor for mobile
  • Reassign a WOT to yourself
  • Reassign a WOT to an agent
  • Accept or reject a WOT
  • Create work orders for a selected asset
  • View related knowledge articles
  • Enter incidental expenses from WOT
  • View an agent's profile
  • View details screen
  • Track or add WOT info
  • Close complete WOT
  • Close incomplete WOT
  • Pause or resume WOT
  • View recently closed WOTs
  • Sign closed WOTs
  • Request inventory
  • View inventory details
  • Pick up parts
  • Complete questionnaire for a WOT
  • Crew
  • Add to crew
  • Remove or release from crew
  • Edit crew details
  • Push notifications
  • Accept or reject requests
  • View and reply to comments
  • Start a Sidebar discussion
  • Job site maps
  • Linear assets
  • Start work
  • Playbooks
  • Virtual Conferencing
  • Make a call
  • Start a meeting
  • Knowledge articles
  • Working offline
  • Closing tasks
  • Analytics and reporting
  • FSM Overview dashboard
  • Monitoring operations
  • FSM dashboard
  • Contractor dashboard
  • Contractor dashboard in the configurable workspace
  • Field Service Territory Capacity Analytics dashboard
  • Scheduling Health dashboard
  • Field Service Safety dashboard
  • Field Service Territory Performance Analytics dashboard
  • View work order trends topics
  • Reference
  • Components installed
  • Tables installed
  • Properties installed
  • Roles installed
  • Script includes installed
  • Client scripts installed
  • Business rules installed
  • Section 508 compliance features
  • WOT fields in Field Service Contractor
  • Components installed with additional plugins
  • Appointment booking components
  • Advanced appointment booking components
  • Time Recording components
  • Signature Pad components
  • Contractor Management components
  • Field Service Marketplace components
  • Customer Experience components
  • Capacity and Reservations components
  • Crew Operations components
  • Intelligent Task Recommendations components
  • Service Locations Support components
  • Territory Planning components
  • Advanced Part Sourcing components
  • Template Management components
  • Planned Work Management components
  • Properties installed
  • Workforce Optimization components
  • Task Bundling components
  • Task Bundling fields
  • Quality Management components
  • Agent Efficiency components
  • Smart Assessment components
  • Work Configurations components
  • Demo Work Configuration components
  • Schedule Optimization components
  • Tables installed
  • Objectives and constraints installed
  • Properties installed
  • Schedule Optimization integration user access requirements
  • Schedule Optimization travel estimate providers
  • Intra-day schedule automation flows and subflows
  • Task assignees table for crew members or equipment
  • Calendar event icons in Dispatcher Workspace
  • Map iconography in Dispatcher Workspace
  • Linear Assets Support properties
  • Advanced resource filter tables
  • Data model for denormalized tables
  • Appointment availability settings
  • Learn about task assignment
  • Triggers for work schedule
  • Now Assist for FSM
  • Explore
  • Configure
  • Skill inputs
  • Configure the Generate closure notes UI action
  • Configure the KB generation skill
  • Customizing a skill
  • Customize a WOT summarization skill
  • Customize a KB generation skill
  • Configure Now Assist in Virtual Agent
  • Configuring the Create Work Order AI agent
  • Use generative AI skills
  • Generate a WOT summary
  • Generate WOT closure summaries in ServiceNow Agent
  • Generate a knowledge article
  • Summarize a Sidebar discussion
  • Summarize a record on ServiceNow Agent
  • Use conversational search for technician support
  • Use agentic AI in FSM
  • Create a work order
  • Create a work order on the ServiceNow Agent mobile app
  • Validate parts
  • Validate parts on the ServiceNow Agent mobile app

Configuring Field Service Quality Management

Field Service Quality Management allows organizations to review work order tasks. It introduces the "Reviewer" role, who can review tasks and provide feedback. Reviewers can close tasks or send tasks back to agents when more information is needed.

Related concepts
  • Field Service Quality Management
Related tasks
  • Review a task
  • Respond to a reviewed task
Related reference
  • Field Service Quality Management components
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