Field Service Management

You can activate the Dispatcher Workspace plugin (sn_fsm_disp_wrkspc) for Field Service Management if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related plugins if they are not already installed.

You can activate the Predictive Intelligence for Field Service plugin (com.snc.fsm_ml) for Field Service Management if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

Activate the Workforce plugin to start using Workforce for Field Service Management.

Administrators can add fields to event bodies so dispatchers have more information about events when they’re viewing the calendar in Dispatcher Workspace.

Change the fields that determine whether icons are displayed on calendar events to something you find more useful, like a priority indication.

Use script includes to add quick filters to Dispatcher Workspace.

Add time zones for dispatchers to choose from and make it easier for dispatchers to see what time zones agents are located in. If there are too many time zones, you can also remove time zone options from a dispatcher's options.

The roles, properties, and tables for the advanced appointment booking feature.

The tables that contain the values administrators must enable for dispatchers to use to create resource filters can be found listed below.

Several types of components are installed with the Advanced Part Sourcing feature, including tables, script includes and business rules.

Change or add fields and icons to the agent card that display more information that dispatchers can use to resolve tasks faster.

Field Service Agent Efficiency helps optimize task assignment and scheduling for work order tasks by accurately calculating the work duration for a work order task.

Field Service Analytics and Reporting Solutions contain preconfigured dashboards with actionable data visualizations to improve your business processes and practices.

The roles, properties, and tables for the appointment booking feature.

Appointment booking enables you to configure, manage and create appointments.

The application configuration works with the Field Service Management configuration for task assignment.

Settings in the application configuration determine how the appointment booking feature determines availability.

Change or add colors to the calendar grid to update your Dispatcher Workspace display so dispatchers can easily see when agents are available.

Become familiar with the icons on calendar events to identify what they indicate.

The Capacity Console is a centralized, intuitive tool that simplifies the management of demand, capacity, and resources based on territories. Designed to empower organizations, it offers real-time insights into resource utilization, enabling them to optimize capacity usage, and adapt to evolving business needs.

Use the Field Service Territory Capacity Analytics dashboard to track capacity trends with interactive charts and graphs, perform gap analysis with a customizable pivot table, and apply filters for targeted data viewing and informed decision-making.

Several types of components are installed with the Field Service Capacity and Reservations Management feature, including tables, business rules, scheduled jobs, and script includes.

Field Service Capacity and Reservations Management enables managers to assign the appropriate amount of work to agents and contractor teams, ensuring they are not overloaded beyond their defined capacity. It helps plan work assignments based on priority and demand, ensuring business services remain available without overburdening resources.

Increase the amount of time that the hide off-shift agent shows on the calendar in Dispatcher Workspace so dispatchers can plan around agent schedules farther in advance.

If a dispatcher experiences loading issues in Dispatcher Workspace, you can clear the Dispatcher Workspace resource filters and that can help resolve issues with loading.

Several types of components are installed with the additional plugins for the Field Service Management application.

The plugins and roles for the Time Recording for Field Service.

Several types of components are installed with activation of the Workforce Optimization for Field Service (com.snc.app_fsm_wfo) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.

There are additional settings you, the administrator, can configure for dispatchers to temporarily add agents. You can enable more fields for dispatchers to search on.

Advanced resource filtering allows administrators and dispatchers to create and save their own filters for Dispatcher Workspace. This lets dispatchers personalize their view in Dispatcher Workspace.

Enable dispatchers to be a member of different user groups so they can efficiently manage agents.

Customize the team calendar by configuring which event types are displayed. This control ensures that only relevant events appear, tailored specifically to the team's needs.

Customize the information displayed for territories in the Territory Planning console by configuring the contextual side panel fields. This enhances planning efficiency with personalized data, helping to take informed decisions.

Administrators can configure more options for dispatchers to create advanced resource filters with beyond the default options.

Create filters for dispatchers to filter work order tasks in Dispatcher Workspace.

Set up the features and work flows that you need to manage your organization's field service work.

Configure the fields that appear in task popovers across Dispatcher Workspace, including the task panel, calendar, and map markers.

Administrators can configure the number of resources to load on the calendar in Dispatcher Workspace so the page loads faster with fewer resources. Or the dispatcher can see more information at a glance if more resources are loaded.

Configure the options available for dispatchers to sort agents in the Dispatcher Workspace.

Configure options for dispatchers to sort work order tasks in Dispatcher Workspace.

Increase Team calendar visibility to enable teams to better coordinate meetings, events, and tasks.

There are multiple ways to set up time zones with Dispatcher Workspace. This gives dispatchers the flexibility to see Field Service technicians' times in a way that works best for them.

Enable users to control the visibility of events and work order tasks that appear in the Calendars tab when Workforce Optimization for Field Service is enabled.

Automate processes and provide dispatchers with more information so they can get their job done more effectively.

Configure the Dispatcher Workspace to optimize task management and agent assignments.

Define default filters to determine which tasks appear on the task panel in the Dispatcher Workspace.

The Field Service Management Guided Setup provides a sequence of tasks that help you import and configure the foundation data for Field Service Management on your ServiceNow instance.

Configure a map overlay to view its corresponding data items in the territory map.

Configure map settings to define the style and appearance of the map in Dispatcher Workspace.

Sending messages to agents from Dispatcher Workspace enables you to collaborate faster and communicate more effectively.

Add fields to task cards or the Contextual Side Panel (CSP) so more information is available to dispatchers so they can make decisions faster.

Predictive Intelligence solution definitions helps assisting agents with various tasks.

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.

Configuring workforce reports and analytics involves setting up systems and processes to collect, analyze, and interpret data related to workforce performance and productivity.

Workforce provides tools for managing schedules, events, and tasks in one workspace.

Use this dashboard to review the status of work order tasks, agent rating, and work distribution by type and state.

Use this dashboard to review the status of work order tasks, agents, agent feedback, and appointments of contractor companies.

The roles and task filters for the Contractor Management application.

Several types of components are installed with the activation of the Field Service Marketplace feature including tables, roles, system properties, business rules, and script includes.

This example describes a coordinated Field Service and IT service management situation.

Create event configurations to define and manage event types for the team calendar.

Add a custom filter criterion to the quick task and calendar filters.

Create an advanced resource filter so all dispatchers can use the same filter in Dispatcher Workspace.

Enable identification of the most relevant territories for work orders or work order tasks by setting matching rules and conditions.

The roles, tables, script includes, and business rules for the Field Service Crew Operations application.

Several types of components are installed with the Customer Experience feature, including properties, tables, and business rules.

The Customer Experience feature in Field Service Management provides customers with timely updates about their reported issues, enabling them to track the location of agents and provide agent feedback.

Describes the customization extension model for separating default functionality from custom scripts using read-only SNC and exposed includes.

Customizations are the best way to get the most out of Field Service management. You can tailor your instance to give your organization the functionality to work exactly the way that is best for you.

Customize the icons that show on calendar events to clarify their purpose or match your organization's look and feel. You can substitute your existing icons from a different application so your interfaces match.

Customize map pins so your dispatch map shows unique graphics relevant to dispatcher work.

Use UI Builder to build pages for CRM Workspace or custom web experiences using Next Experience and custom web components.

Dispatchers can efficiently manage field teams and customer experience to achieve positive outcomes for your organization through Dispatcher Workspace. Forecast potential problem areas before they arise and maximize operational efficiency for both field teams and customers.

Get real-time visibility into work orders, schedules, agent locations and statuses through the Dispatcher dashboard.

Dynamic scheduling enables you as a dispatcher to efficiently assign, unassign, or reassign work order tasks.

Domain separation provides a structured and efficient way to manage complex, multi-tiered organizational environments. It allows for tailored access and control, ensuring that users see only the data relevant to their domain, enhancing security and efficiency.

Dynamic Scheduling is an advanced and flexible mechanism to manage work tasks for field agents. It makes scheduling easier and lets dispatchers handle exceptions and changes effectively.

Resource time indicators allow dispatchers to see all the Field Service technicians' time zones on the calendar in Dispatcher Workspace at a glance. It takes away the math needed to calculate time zones differences between technicians.

Allow users to switch between viewing assignment groups and territories within Workforce.

This example provides a use case of a medical equipment maintenance manager updating and training a similarity definition solution in the Field Service Management application to suggest the similar part requirements for a work order task.

Unique map pins in the dispatch map mark the location of tasks and agents.

Use the Field Service Management application to manage work requests that are performed on location by field service agents. Whether you are starting or expanding your implementation of Field Service Management, learn more about available features to help create a seamless experience for your dispatchers, managers, and agents to resolve issues and fulfill requests.

Field Service Management includes generative and agentic AI capabilities, powered by ServiceNow Otto, that help agents, dispatchers, and managers close tasks faster and work more efficiently.

Use extension points to customize various configurations.

After Field Service Management is activated, you can activate additional plugins that provide demo data and enable a variety of features.

Several types of components are installed with the Field Service Agent Efficiency feature, including tables, roles, script includes, and business rules.

Platform Analytics Solutions contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.

Simplify your scheduling process and create a crew of Field Service technicians that can be assigned to work together using the Field Service Crew Operations feature.

Several type of components like tables, script includes, and business rules are installed for Field Service Demo Work Configuration.

Learn about terms and concepts that are unique to Field Service Management.

Both survey-based and Smart Assessment questionnaires are available in the ServiceNow Agent mobile application. If a questionnaire is configured as mandatory for a work order task, the task can't be closed until the questionnaire is completed.

This Field Service operations workflow example shows how a clinical engineering manager at a healthcare provider handles an MRI scanner issue that can be resolved with a firmware upgrade.

The Field Service Platform Analytics dashboard displays the daily and weekly progress of work orders and work order tasks for your assignment groups.

The Details tab in a work order task provides information about a task that helps an agent or manager to understand the task scope.

Use the table below to reference the Field Service Management weekly resource span denormalized table.

The ServiceNow Field Service Management application enables you to manage work orders and related tasks, resources, skills, assets, and locations. Use this application to dispatch work order tasks and agents to the customer location for performing any kind of field work, such as install, repair, or maintain equipment.

Manage contractor work and service level agreements (SLA). With the ServiceNow Contractor Management application, connect, engage, and collaborate with third-party contractor companies and their staff to outsource the work order tasks.

Field Service Marketplace optimizes contractor management, improves communication, and streamlines task allocation processes.

The Field Service Platform Analytics dashboard displays the daily and weekly progress of work orders and work order tasks for your assignment groups.

Reference topics provide additional information about Field Service Management components that are installed automatically when you activate the Field Service Management plugin.

Script includes used in Field Service Management help configure agent scheduling, dispatch operations, part management, integrations, and more.

Several types of components are installed with Field Service - Signature Pad, including tables and script includes.

Several types of components are installed with the Intelligent Task Recommendations components feature, including tables and business rules.

Intelligent Task Recommendation helps dispatchers to improve agent utilization by recommending tasks to fill agent schedules. Agents can also view the recommended tasks and assign them to themselves using the ServiceNow Agent mobile app.

The sample workflows in this section provide examples of how you can use Field Service Management to resolve issue faster, prevent issues from occurring, and work seamlessly across organizations.

GeoJSON format requirements define the structure, geometry types, and coordinate rules that territory geographies must follow.

Objectives and constraints are optimization features that determine how tasks are assigned to agents in Schedule Optimization.

Configure Dispatcher Workspace to show a calendar with each column representing an hour. In this document were going to show a five-hour calendar, but you can change the number of hours to fit your needs.

The flows and subflows for configuring intra-day schedule automation.

Inventory management is the process of keeping track of parts and supplies, including the transfer of parts, consumption, adjustments and more.

Use specific keyword formatting, powered by ServiceNow Zing, to quickly locate tasks and resources in Dispatcher Workspace.

Linear asset support in Field Service Management enables you to complete any essential task, such as maintenance activities or repairs, necessary for the optimal functioning of linear assets.

Linear assets support for Field Service Management uses the following system properties, which are located in the System Properties [sys_properties] table.

Use machine learning algorithms in the Predictive Intelligence feature to recommend solutions for work orders.

Update the script includes if you want to change the base system value.

Manage your field service tasks from anywhere using the Field Service Management mobile application. When not connected to the internet, you can still plan, work on, and complete tasks. Your mobile device will sync with the information when it next connects.

Manage, supervise, and monitor various managerial activities involved in Field Service Management, such as managing work order task assignments, approving agent time-off, workload, and others.

Proactively monitor critical field service trends and track cost allocations with dashboards.

Explore how dispatchers manage scheduling and dispatching operations to verify tasks are assigned efficiently to field service agents, maximizing resource use and customer satisfaction. Discover the mechanisms behind effective task allocation, verifying that the right task goes to the right agent at the right time for smooth service delivery.

Planned Work Management uses the following system properties, which are located in the System Properties [sys_properties] table.

Several types of components are installed with Planned Work Management, including tables, roles, script includes, and business rules.

The Planned Work Management application works with Field Service Management to help organizations create and manage the planned work activities with recurring schedules at regular intervals. The planned work activities include, maintenance, inspections, audits or more.

Before starting on your implementation journey, take some time to plan your implementation, understand Field Service Management packaging and licensing, and take some training for the features you want to implement.

Playbooks provide step-by-step guidance for your Field Service teams to complete activities involved in field service tasks.

Use your instance records to build solutions to Field Service Management issues.

This Field Service preventive maintenance workflow example provides an example of an aircraft maintenance manager setting up a maintenance plan to trigger a diagnostic alert after every 25 hours of flight time.

Proxy actions let authorized managers, dispatchers, and agents perform work order task actions on behalf of a technician who can't act in the moment. This keeps task progress moving without blocking on a missed connection or an unreachable field agent.

Field Service Quality Management allows reviewers to check work order tasks before they are closed.

Several types of components are installed with the activation of the Field Service Quality Management feature including tables, substates, and roles.

Field Service Management supports questionnaires as a structured mechanism for collecting information from field service agents during the execution of work orders and work order tasks. Questionnaires can be used at any stage of a task—before work begins, while work is in progress, or as a condition for closing a task. They can be made mandatory to enforce compliance and completeness.

Validate that Field Service Management still works after you make any configuration change, such as applying an upgrade or developing an application. Copy and customize these quick start tests to pass when using your instance-specific data.

Business rules are added with Field Service Management.

Client scripts are added with Field Service Management.

Unique map pins and icons in the dispatch map that mark the location of tasks and agents.

Several types of components are installed with Field Service Management.

System properties provided with the Field Service Management application.

Script includes are added with Field Service Management.

Tables are provided with the Field Service Management application.

Roles are added with Field Service Management.

Different roles are required to perform various steps in Field Service Guided Setup.

Components installed with Schedule Optimization include tables, roles, constraints, objectives, and properties.

Describes the access requirements for the shared integration user account used by Schedule Optimization.

You can set parameters that control how optimization runs.

Travel estimate providers used by Schedule Optimization.

Schedule Optimization enables you to optimize task scheduling, auto-assign tasks, and adapt to changing conditions. You can create the best possible schedule that maximizes task assignment and minimizes travel time.

Trigger types determine the initiation of the execution of the work plan.

Use this dashboard to view technician metrics, task metrics, and Schedule Optimization configuration details.

You can view and interact with the certain Field Service features using Section 508 compliance features.

Components installed with activation of the Field Service with Service Locations Support (com.snc.fsm_service_locations) plugin.

Setting up CSM/FSM Configurable Workspace involves configuring Dispatcher Workspace and the Field Service Territory Planning Console.

Set up reports and analytic to offer valuable insights that assist decision-making processes within an organization.

Define colors for work order states so that you can have a visual indication of the task state in the Dispatcher Workspace.

Activate Field Service in CSM Agent Workspace and set up roles for performing the tasks.

Change or add fields and icons to the contextual side panel to update your Dispatcher Workspace display. Dispatchers can immediately see more relevant information so they can resolve tasks faster.

Streamline setting up Field Service Management with guided setup.

Field reference for skills management records in Field Service Management, including Task Skills, User Skills, Group Skills, and User Skill History tables.

Several types of components are installed with the Smart Assessment feature, including tables, business rules, script includes and scheduled jobs.

Smart Assessment questionnaires enable Field Service Management technicians to capture accurate and task-critical information in a structured way during work execution. As part of completing work order tasks, Field Service technicians can be mandated to fill up questionnaires that record important details of the task.

Survey-based questionnaires are the foundational questionnaire type in Field Service Management. Administrators can create question sets using the Survey Designer tool and associate them with work order tasks. When the configured trigger conditions are met, the questionnaire becomes available to the assigned agent directly from the task form.

The Field Service Management (com.snc.work_management) is available as a separate subscription. This plugin activates related plugins, if they are not already active. After Field Service Management is activated, you can also activate additional plugins that provide demo data and enable a variety of features.

Administrators in the global domain can select configuration settings that determine how Field Service Management handles daily operations.

The Field Service Management overview module provides a dispatch map that displays tasks and links to the related task records.

The following tables are installed with the Field Service Management plugin, but are only used by Schedule Optimization.

The task assignees table shows all the crew members or equipment assigned to a given work order task.

Several types of components are installed with the activation of the Field Service Task Bundling feature including business rules, task filters and task grouping rules.

Several types of components are installed with the Template Management for Field Service feature, including tables, script includes, and business rules.

Several types of components are installed with the Field Service Territory Planning feature, including tables, roles, script includes, and business rules.

Use this dashboard to view and analyze performance analytics such as open work order tasks, agent utilization on work order tasks, and average travel time across territories.

Field Service Territory Planning enables you to create, view, analyze, and manage territories for better scheduling of work orders and work order tasks.

Explore how adding multiple time zones to Dispatcher Workspace makes managing agent schedules more efficient.

Use the Field Service Management Overview dashboard to review the work orders by their order of priority. You can also view tasks by their assignment groups.

Use Field Service Management to manage work tasks performed on location. Match tasks to agents based on skills, geographic territory assignments, and available inventory. Collaborate between operations, field resources, and customers through mobile channels.

Review the status of agents, tasks, and assets using the Field Service Management Covid19 map. Monitor the compliance reports of agents through the Field Service Safety dashboard.

Analyze the backlog of support work orders and identify clusters of work orders that point to similar underlying issues by using Predictive Intelligence for Field Service Management.​

ServiceNow Virtual Agent for Field Service Management enables field service agents to get quick answers to their work-related queries by interacting with a virtual agent through the Now Agent mobile application.

Several type of components like tables, business rules, and script includes are installed for Work Configurations.

Work orders in Field Service Management store information about requested work, including customer names and addresses, locations where work is to be performed, and any associated configuration items. Work orders can include one or more tasks that contain specific details about the work to be performed, such as required agent skills or part requirements.

The fields that are included in the details section of work order task bundles.

Manage and maintain the productivity of your workforce from a single location using Workforce Optimization for Field Service. Using this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.

Modify the Workforce configuration by setting system properties to enable visibility for both group and territory views.