Workforce Optimization For Field Service

Activate the Field Service Contractor Management plugin (com.snc.fsm_contractor_management) to use the Contractor Management application. This plugin includes demo data and activates related plugins if they are not already active.

You can activate the Field Service Marketplace plugin ( com.snc.fsm_marketplace) 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 if they aren’t already installed.

You can activate the Field Service Agent Efficiency plugin (com.snc.fsm_agent_efficiency) if you have the admin role. The application includes demo data and installs related plugins if they are not already installed.

You can activate the Field Service Crew Operations plugin (com.snc.fsm_crew_scheduling) 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.

You can activate the Field Service Territory Planning plugin (com.snc.fsm_territory_planning) 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 applications and plugins if they are not already installed.

You can activate the Field Service with Service Locations Support (com.snc.fsm_service_locations) plugin if you have the admin role. The application includes demo data and installs related plugins if they are not already installed.

You can activate the Workforce Optimization for Field Service plugin (com.snc.app_fsm_wfo) 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.

Add agents directly to a territory without adding them to the assignment groups. Enables agents to start working on tasks right away.

Add agents to a Field Service crew as needed.

Add crews directly to territories, allowing members from your territories to join crews instantly and handle tasks immediately.

Add external vendor assignment groups to the dispatch group to assign work order tasks directly to these external groups.

Assign groups of qualifiers, dispatchers, agents, and crews to territories to optimize resource allocation for tasks.

Add managers and provide access to a territory to manage a territory or manage resources of an assigned territory.

Identify a crew leader if one isn’t specified by the dispatcher by adding skills to the leader role.

Add skills to a crew so you know what crews are right for work order tasks that require unique skills.

Appointing additional managers in your organization ensures the continuity of work in the absence of a primary manager.

The capacity allocation schedule helps manage and distribute your resource capacity over a set period, ensuring that a certain percentage of your resources are reserved for high-priority or same-day tasks.

When Workforce Optimization for Field Service is active, you can appoint additional managers for your user groups, ensuring the continuity of work in the absence of a manager.

View suggested agents of a particular territory and add them directly to a territory.

Assign a Field Service Agent Efficiency criteria and efficiency value to agents to more accurately calculate work duration.

Create the capacity assignment of work based on the selected source, such as agent schedules, tasks, or hours.

Schedule Optimization auto-assigns tasks and adapts to changing conditions by following policies to optimize travel time and agent availability. When Workforce Optimization for Field Service is activated, you can associate attributes to events using the sn_shift_planning_sched_attr table, enhancing optimization and overall scheduling accuracy.

Territory management determines, by geographical location, the individual or group best positioned to execute a service call.

You can activate the Field Service Advanced Capacity and Reservations management (com.snc.fsm_advanced_capacity_management) 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:

You can activate the Field Service Capacity and Reservations Management plugin (com.snc.fsm_capacity_management ) 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:

Capacity Reservations enable you to efficiently distribute the total work capacity among work order tasks based on their attributes, such as work type, location, and priority.

Users with the agent calendar administrator role can perform several calendar configuration tasks.

Configure shifts, skills, schedules, and schedule attributes for agents in your organization.

Configure the eligibility criteria within task filter settings for Field Service Marketplace.

Configure field settings for event categories. You can create or update field configurations for events and specify if an event category should be excluded from shift coverage calculations for agents.

Add list or list categories to modify the list menu for Coaching with Learning in the Coaching application in Workforce Optimization for Field Service.

Configure the mandatory skills feature for use with the Customer Service Management and Field Service Management applications.

Create parent determination rules that facilitate assignment of a parent to a service location.

Display any Performance Analytics indicator that has the Assigned to and Assignment group breakdowns to display in the Coaching Overview tab in the Coaching application. The indicators can display the average quality of work in the past 30 days or more.

Add Service Locations functionality to a work order or work order task catalog item to enable the ability to add a location on demand.

As an administrator, you can configure user groups and individual users. A user is an individual who is a member of your Field Service organization and can access your instance.

Configure Field Service Agent Efficiency to define Agent Efficiency criteria and values for agents and more accurately calculate the work duration for a work order task or combination of tasks.

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

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.

You can configure Contractor Marketplace to enable dispatchers to push tasks to marketplace when internal agents are unavailable.

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

You can configure Contractor Management to set up interactions with contractor companies and their managers and agents.

Field Service Management requires Google Maps configuration for users to view maps and operate location features properly.

Configure resources for territories effortlessly by linking them to groups.

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

Create geographies and assign them to territories to efficiently schedule and assign the most appropriate agents and crews for work order 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.

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

Create a composite geography by combining different geographies into a single, powerful view for efficient planning. You can streamline tasks and optimize resources using a composite geography.

Demand channels help organize and manage work by efficiently distributing resources. When creating a reservation rule, you can allocate a specific percentage of capacity to a particular demand channel. By tagging work orders or tasks with demand channels, you ensure they are routed correctly, improving resource allocation and scheduling accuracy.

Create an ad hoc task-specific crew for a task if existing crews are not available to work on the task or the task requires specific skills.

Create capacity buckets for the selected capacity definition to distribute the workload capacity at different appointment slots throughout the day.

Allocate work to different types of tasks based on the reserved capacity percentage and defined source of capacity for a territory.

Add or update the number of agents to perform a particular type of work for a work order task.

Create crews to assign work order tasks to a predefined group of agents.

Create multiple events from the same category and add them to the team calendar with Workforce Optimization for Field Service.

Create a marketplace engagement method to specify how contractors respond to requests.

Create or modify Field Service Agent Efficiency criteria to evaluate agent efficiency and calculate the work duration for a work order task.

Create or modify an Agent Efficiency determination rule for work order tasks.

Users with the agent schedule administrator role can create personal events that appear on an agent's personal calendar.

Create territories for optimizing agent and group scheduling. By mapping these territories to the territory model, you can maintain a record of your territory setup, ensuring efficient management.

Creating a geography with matching attributes involves defining geographies based on specific criteria such as city, state, country, or ZIP code.

Create groups to assign work to external field agents based on your requirements such as skills, location, and product models so you can route work order tasks to the most qualified field agents

Create a GeoJSON geography by importing GeoJSON co-ordinates or drawing shapes directly on the map.

Customize ad-hoc fields for setting location appropriate location for work orders pr work order tasks when you add location using map interface.

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

You can change the number of weeks' worth of data stored in denormalized tables.

Map a service location to a parent location by setting parent determination rules.

Edit the boundaries or shapes of an existing territory geography in a map.

Activate the territory model to display the Territory field in the work order task form so the task can be assigned to an agent or crew associated with the selected territory. The territory model maintains a record of territories mapped to it.

Use extension points to call scripts for event categories such as meeting, time off, or work time.

Explore how dynamic scheduling intelligently distributes tasks, considering the defined capacity reservations, work types, and overflow settings, ensuring optimal utilization of resources in the group.

Field Service and Customer Service managers can create or edit skills, assign skills to agents, and view agents with a specific skill.

Location-based holiday calendars map holidays to specific regions so managers and dispatchers can plan shifts accurately and reduce manual scheduling adjustments.

Google Maps API keys are essential for accessing and utilizing the features provided by the Google Maps Platform in Field Service Management.

Field Service requires Google Maps API configuration for users to operate location features properly.

Connect your ServiceNow instance with third-party learning sites to pull learning content into your repository.

Use the mandatory skills feature to identify any skills that are required for agents and technicians to work on customer service cases and field service work orders and tasks. Then assign cases and tasks to agents and technicians who have those required skills.

Designate skills as equipment-related skills so that when a task that requires equipment skills is assigned, the correct equipment skills can be selected.

Migrate data from the Skills field to the Task Skills table to utilize mandatory skills support for executing tasks in a case or work order.

Configure and adjust the schedule adherence and conformance formulas using scripted extension points so that you can customize their calculations for your organization.

Offboard external managers or agents of the contractor company to terminate their services.

Onboard an agent for contractor company to assign the work order tasks.

Onboard a contractor company to outsource field service tasks. The contractor company then sends its employees to the customer location to perform required tasks.

Onboard a manager from a contractor company to manage, review, and assign the outsourcing and assignments of work order tasks to their field agents.

Modify the territory membership of agents or crews to make them available to work in a territory for a certain period, set their priority when assigning tasks, or mark them as inactive.

Override the default capacity assignment rules to accommodate changes in the plan within a capacity definition. This allows you to update existing capacity assignments for different time intervals, capacity reservation rules, and recurring patterns without creating a new capacity definition.

Set the initial default location for a service location on a map.

Set the default validation option that will be used when adding locations to a work order or work order task.

Set the limit of maximum service locations that can be added per day by an external user.

Setting up scheduling enables you to manage events using the team calendar. You can create different types of event categories. Use scripted extension points to customize event types.

Field Service Management groups are sets of users or agents, who perform specific tasks. Configuring your field service groups efficiently enables you to align the right skills and resources to the right tasks.

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

Manage agent skills and assess the quality of completed tasks. Use Predictive Intelligence to recommend skills for agents. Train your agents with internal and external learning content.

Collect skill data based on the skills agents have used for task completion. Use supervised learning to recommend these skills for agents to resolve similar work order tasks. You can also find patterns in how skills are used to complete the task and use unsupervised learning to recommend skills for agents.

Organize your teams into assignment groups and create reports for those groups so that you can gain visibility into the team's performance.