Setting up Field Service in CSM Agent Workspace

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Setting up Field Service in CSM Agent Workspace

    This guide explains how to activate and configure Field Service Management (FSM) within the Customer Service Management (CSM) Agent Workspace in ServiceNow. It highlights the transition from the legacy FSM Agent Workspace to the newer Configurable Workspace, ensuring customers leverage the latest functionality for managing on-location service tasks and scheduling efficiently.

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    Important: Starting with the Vancouver release, the legacy FSM Agent Workspace is being deprecated, hidden on new instances but still supported. Customers are encouraged to use the Field Service Management Configurable Workspace for the latest experience.

    Activating Agent Workspace

    To enable FSM in the CSM Agent Workspace, activate these key plugins:

    • Customer Service with Field Service Management plugin [com.snc.csmfsmintegration]: Enables integration of account, contact, partner, and consumer information between Customer Service and FSM.
    • Field Service Management plugin [com.snc.workmanagement]: Provides support for scheduling and managing on-location work tasks.
    • FSM Agent Workspace plugin [com.snc.agentworkspace.fsm]: Automatically activated with the above plugins to provide the workspace interface for FSM tasks.

    Roles Used in Agent Workspace for FSM

    Various predefined roles enable agents to perform FSM-related tasks within the CSM Agent Workspace. These roles control permissions for creating, managing, and progressing work orders associated with customer cases. Key roles include:

    • Administrator [admin]: Manages FSM roles and configurations in Agent Workspace.
    • Customer Service Agent: Creates work orders from cases, applies templates, moves work orders through states (Draft to Ready for Approval, Qualification, Dispatch), and books appointments.
    • Location Agent: Manages work orders for contacts and consumers within their service organization, with similar capabilities as Customer Service Agents.
    • Location Consumer Agent: Similar to Location Agent, focused on managing consumer-related work orders.
    • Location Manager: Manages work orders across service organizations within their hierarchy, with extended permissions including approval roles.
    • Relationship Agent: Restricts access to cases based on relationships with accounts, contacts, and households, while allowing FSM work order management.

    Additional Notes

    • The service organization on a case defaults to that of the user creating the case.
    • When a case is assigned to an agent, the service organization is updated to that of the assigned agent.

    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.