Vancouver |
- Onsite arrival substate for work order tasks
- Capture agent locations at on-site check-in using the Onsite arrival substate. The feature uses geofencing to verify agent's mobile location and allows them to bypass check-in when they are in offline
mode or for other reasons. Managers can generate reports and view tasks where check-in was skipped.
- Territory Planning console enhancements
- The following enhancements offer improved territory management capabilities, providing valuable insights, streamlined navigation, and enhanced analysis options within the Territory Planning console.
- Map overlays: Gain insights into your territories by highlighting geographic boundaries with the shape overlay and identifying hotspots and data density with the heatmap
overlay.
- Marker layer overlay: Access information about agents, crews, assets, and more by selecting overlay layer marker data on the map. You can filter data based on the desired
criteria by applying conditions.
- Contextual side panel: View territory details and make informed decisions to effectively balance work demand and resource needs within a territory.
- Field Service Territory Performance Analytics dashboard: Define KPIs using the Performance Analytics tool and evaluate territory performance by viewing the KPIs directly from the contextual right panel. The KPI data enables
you to make informed decisions and take actions to optimize territory performance.
- Dynamic scheduling enhancements
- Automatically reassign tasks to the nearest agents regardless of availability so they can quickly respond to urgent tasks that are nearby.
- Map view updates
- See details about agents and the status of the tasks they're performing by clicking customizable map markers on the field service dispatch map.
- Enhanced metrics on the contextual side panel
- The contextual side panel in the Dispatcher Workspace show more icons and greater details to give an overview with a glance. Administrators determine the metrics that they want shown.
- Crew operations enhancements
- Use crew operations to perform the following capabilities:
- Create a crew with or without resource requirements automatically.
- Adjust the schedule start due to a late or early arrival of a crew member or agent.
- Assign equipment to planned or task crews using Mobile Agent.
- Task Bundling enhancements
- Use task bundling to perform the following capabilities:
- Optimize agent routes for tasks and task bundles.
- Bundle tasks automatically by configuring policies and rules.
- Apply dynamic scheduling policies to task bundles.
- Schedule Optimization
- Use schedule optimization to perform the following capabilities:
- Re-run schedule optimization to shift agent schedules due to events such as agents running late or using planned time off, tasks are canceled, or a new high priority task is added.
- Run intra-day optimization to update agent schedules when new events occur throughout the day.
- Create policies to be applied for intra-day optimization.
- Use beans.ai, a new map provider, for travel time estimates for batch and intra-day optimization.
- Adjust the method of travel-time calculations when beans.ai isn’t used for travel-time estimates.
- Parts usage enhancements
- Note the following improvements to the agent flows while using parts:
- Replace a part when removing a part.
- Set the asset status for a removed part to either available or defective rather than the status being automatically set to defective.
- Specify a drop-off location for a removed part.
- Move excess parts as well as defective parts from your stockroom to the drop-off list.
- Create validations for using and removing part actions based on the APIs provided by Enterprise Asset Management.
- Source parts for work order tasks
- Note the following improvements to agent workflows while sourcing parts:
- Create transfer orders for assigned tasks automatically based on ordered preferred stockrooms.
- Source parts when parts are not available by placing a request.
- View a list of available stockrooms with available quantities when sourcing parts.
- Install base flows for agents
- Enable field service agents to view the details and hierarchy of the install base items referred to in the work order 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.
- Create task closure summaries when completing tasks on the mobile application.
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Washington DC |
- 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.
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Xanadu |
- Schedule Optimization features
- Use Schedule Optimization to do the following tasks:
- Use new objectives such as Maximize SLA compliance buffers, Minimize task time penalties, and Maximize preferred agent assignments when you're creating
a policy.
- Define start-of-day and end-of-day location for territory users, improving scheduling accuracy by calculating travel times based on actual agent locations.
- Keep similar tasks together by scheduling pre-made bundles.
- Reduce the beans.ai travel estimate processing time with asynchronous processing.
- Access the Field Service Management Scheduling Health dashboard to view task metrics, technician metrics, and optimization configuration details.
- Enable dispatchers to influence the behavior of schedule optimization by allowing dispatchers to edit select fields on a work order task. Dispatchers can override work order task parameters, assign tasks based on
technician preferences, and allow overtime.
- Field Service Territory Capacity Analytics dashboard
- Use the Field Service Territory Capacity Analytics dashboard for the following tasks:
- Use interactive charts and graphs to track capacity trends, including overall demand versus allocated capacity and capacity usage over time.
- Perform capacity gap analysis with a customizable pivot table view, which enables you to explore data by territory and demand channel.
- Apply filters to view specific data based on your setup, which enables targeted analysis and informed decision-making.
- Agent relocation
- Manage your agents by performing the following tasks:
- Relocate agents from one territory to another for a particular duration.
- Facilitate precise destination territory selection, which ensures that each agent is placed in the most preferable location.
- Match resource availability with task requirements through improved schedule planning, which optimizes task execution and efficiently addresses unscheduled work.
- Minimize manual overhead and avoid manual tracking processes by simplifying the handling of temporary resource relocations.
- Optimize agent operations with flexible work locations
- Add flexible work locations for agents by performing the following tasks:
- Define different start-of-day and end-of-day locations for agents to start their day at one location and end at another location, providing flexibility in their operations.
- Offer additional flexibility by implementing exceptions to override default behaviors during specific periods.
- Improve scheduling accuracy by calculating travel times based on the agent's start and end locations.
- Sales opportunity in Now Mobile Agent app
- Enable field service technicians to perform the following the Now Mobile Agent application.
- Create sales opportunities directly from customer locations during field service visits.
- Access data to view, search, and filter sales opportunities.
- Dispatcher Workspace
- Use Dispatcher Workspace to perform the following tasks:
- View multiple time zones to see agents who are available for work order tasks across multiple locations.
- Receive intelligent guidance about all possible scheduling options for unscheduled tasks. Rank scheduling options based on agent-to-task match percentage, distance, and more.
- Hide off-shift agents so dispatchers can focus on who’s available and ready for tasks at that moment.
- Beans.ai map integration for bundled tasks
- Optimize routes for bundled tasks with beans.ai.
- Appointment booking enhancements
- Use appointment booking enhanced configurations to perform the following tasks:
- Book appointments for work order tasks.
- Enable the system to calculate or skip lead time when rescheduling appointments, depending on the selected configuration.
- Consider holidays when calculating lead time for appointments.
- Field Service Marketplace enhancements
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- Automate the process of pushing tasks to the marketplace, automatically creating marketplace requests, and listing eligible contractors as determined by your specified criteria.
- Set up task filters to identify the work order tasks that qualify for the marketplace.
- Incrementally push marketplace requests to eligible contractors based on their ranking using the Progressive push check box.
- Evaluate contractor responses and automatically assign tasks to the lowest-cost contractor using the Response evaluation flow field.
- Field Service Quality Management
- Use Field Service Quality Management to do the following tasks:
- Review the quality and data from work order tasks before completion.
- Address work orders that have been reviewed and sent back for more information.
- Provide feedback to technicians and communicate as needed during the review process.
- Workforce enhancements
- Use Workforce enhanced configurations to perform the following tasks:
- Extend access across all personas, allowing every user regardless of their role to view their own calendars.
- Configure settings to enable group and territory calendar visibility, authoring agents to view the list and calendars of members in their group or within their territory when Workforce Optimization for Field Service isn't enabled.
- Enable agents to create personal events for themselves.
- Multiple Work Configurations
- Create configurations for multiple work types, such as Installation, Repair, Break fix, and Maintenance.
- Set up work configurations for different work types ensuring that relevant work types and flows appear for specified business units or departments.
- Create Service Management configurations (SM Configs) to support multiple workflows.
- Extend the work order task table to account for different work types.
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