Setting up your workforce

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Setting up your workforce

    Setting up your workforce in ServiceNow’s Field Service Management (FSM) involves configuring essential foundational data such as users, locations, territories, and related components. Proper configuration enables efficient task assignment, optimized resource allocation, and improved productivity in workforce operations.

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    Key Configuration Steps

    • Configure Google Maps API keys: Enables map visualization within the FSM application, facilitating geographic context for service tasks.
    • Configure locations and territories: Define specific geographic areas and assign responsibility to users or groups to streamline task allocation and resource management.
    • Configure users and user groups: Import or create users and organize them into groups with predefined roles to simplify role management and assignment.
    • Configure agent calendars: Set up events visible on agent calendars to manage scheduling effectively, with configuration permissions for designated administrators.

    Optional Enhancements

    • Field Service with Service Locations: Add and verify service locations dynamically to improve location management.
    • Field Service Territory Planning: Automate territory matching for work order tasks to assign jobs to the best-positioned agents or groups.
    • Field Service Crew Operations: Manage and enable crews for tasks requiring multiple agents working together.
    • Contractor capabilities: Set up contractor management and marketplace integration to handle tasks when internal agents are unavailable.
    • Field Service Capacity and Reservations Management: Control the distribution and assignment of work capacity for tasks.
    • Workforce Optimization for Field Service: Enable and configure Workforce Optimization modules such as Scheduling, Teams, and Coaching to enhance operational efficiency.
    • Denormalized tables in FSM: Utilize default denormalized database tables that consolidate data for faster load times and improved performance.

    Benefits for ServiceNow Customers

    By following these configuration steps, customers can effectively set up and optimize their field service workforce. This setup supports streamlined task assignment, better resource utilization, enhanced scheduling, and improved overall productivity within FSM. Optional configurations provide flexibility to tailor the system to complex operational needs such as territory planning, crew management, contractor integration, and capacity management.

    Setting up your workforce involves configuring users, locations, territories, and other foundational data.

    Configuration overview

    The steps for setting up your workforce are:

    1. Configure the Google Maps API keys

      Configure the Google Maps API keys to enable users to view maps within the Field Service Management (FSM) application.

    2. Configure locations and territories

      Define specific locations and territories that users or groups are responsible for, allowing efficient task assignment and resource allocation. Effective setup of locations and territories optimizes workforce operations and enhances productivity.

    3. (Optional) Configuring Field Service with Service Locations

      Install and set up Field Service with Service Locations to add and verify service locations on demand.

    4. Configuring users

      You can import users using guided setup or create users. You can also create user groups that contain all the roles required by each type of user, and then assign users to those groups.

    5. (Optional) Configuring Field Service Territory Planning

      Field Service Territory Planning identifies the best matched territory for a work order task based on conditions that you set. You can then assign tasks to the individual agent or group best positioned to execute a service call based on the associated territories.

    6. Configure agent calendars

      Create events that will display on the agent calendar. Users with the agent calendar administrator role can perform several calendar configuration tasks.

    7. (Optional) Configuring Field Service Crew Operations

      Create, modify, and enable crews and their requirements to complete work order tasks that require a crew of agents.

    8. (Optional) Configuring contractor capabilities

      Set up interactions with contractor companies, their managers, and agents with Contractor Management. Additionally, Contractor Marketplace allows you to push task to a marketplace when internal agents are unavailable.

    9. (Optional) Configuring Field Service Capacity and Reservations Management

      Configure Field Service Capacity and Reservations Management to manage the distribution and assignment of the work capacity for work order tasks.

    10. (Optional) Configuring Workforce Optimization for Field Service

      Enable Workforce Optimization for Field Service and configure settings to use the Scheduling, Teams, and Coaching applications.

    11. (Optional) Configuring denormalized tables in Field Service Management

      Denormalized databases are enabled by default, they collapse information stored in multiple tables into a single table. This collapsing of relevant data improves Field Service Management load time.