Field Service Manager Workforce

Add resources that aren't part of a crew, like agents or pieces of equipment, if you realize they're required after the task has been created.

After creating a work shift, you can add schedule breaks to the shift.

Add a break to a shift to give technicians scheduled rest time within their shift, without leaving the schedule view.

Create a meeting, training, time-off request, personal, or an ad hoc work event from the team calendar.

Add the resources needed to complete a crew work order task, such as necessary agent skills or equipment items, to avoid delays after the task is assigned.

Agent availability and calendars help manage workforce schedules by tracking working hours, breaks, and time off. These tools ensure efficient task assignments and enhance productivity. Managers and agents can update availability, supporting better scheduling decisions.

Customer service agents and field service technicians can use the agent calendar to see work schedules and assignments and also add personal events such as meetings or appointments.

View the time worked summary of your team members to determine whether your teams are adhering to planned schedules. You can also use historical adherence, a reporting view of real-time adherence, to see how well your agents have followed their schedules in the past.

Assess the ability of your agents to resolve tasks or the quality of their completed tasks.

Assign crews to work order tasks that require a group of agents to work on them.

Block the calendar of affected and potentially affected agents based on an Emergency Exposure Management diagnostic report.

The Capacity Console is a tool designed for monitoring, managing, and optimizing resource capacities across territories and demand channels.

View Capacity Usages information to track the capacity used by groups and agents.

View, monitor, and manage the total available resources, such as time and workforce, that are used and allocated to tasks and projects.

Change the schedule attributes for your agents, offering the flexibility needed for specific work order tasks.

Update the time that an agent spent on a crew task if they spent more or less time on the task than the rest of the crew.

Update the location of your map markers for a dynamic and accurate visual representation of your data entities on the map.

By using Coaching in Workforce Optimization for Field Service, you can assess your team's abilities to efficiently resolve tasks by reviewing their work at critical moments of providing field services.

Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content in catalogs. Assign learning tasks and track completion.

Set a specific territory as default to readily access it on the team calendar.

Set an assignment group as default to readily access them on the team calendar.

Users with the agent schedule administrator role can create one or more work schedules for a customer service agent or a field service technician.

Schedule shifts for your team so that you can make sure that you are covering all work assignments and breaks. You can also specify the days of the week that you might need to override scheduled shifts.

Users with the agent calendar administrator role can create a schedule to use with the agent calendar.

Manage your team's schedule by creating a schedule plan that covers a span of time and includes your team's work shifts. You can also assign agents to shifts based on their skills and availability to ensure you are using your resources efficiently.

Schedule shifts for your team so that you can make sure that you are covering all work assignments and breaks. You can also specify the days of the week that you might need to override scheduled shifts.

Enable agents and managers to efficiently schedule events, including time off and appointments, through Workforce. Additionally, managers have the capability to organize meetings and schedule time off and training.

Edit or delete a break from the contextual side panel in Workforce so you don't have to navigate out of the calendar.

Edit or delete a break to keep a shift's schedule accurate as break needs change, without recreating the shift.

After the dispatcher dispatches work order tasks to a crew, tasks are sent to the assigned members of the crew, which includes the crew leader.

Field Service managers can view and manage the skills, schedules, and work order tasks of agents in their assignment group.

Filter which agents appear on the team calendar by assignment group.

Filter which agents appear on the team calendar by territory.

Update shifts, skills, schedules, schedule attributes, and work order tasks for agents in your assignment groups.

View agent events, add events for agents, and search agents and agent groups using the team calendar. You can also add or edit agent skills.

Add or update skills for an agent. You can approve predicted skills if the skill is necessary for the agent to complete assigned tasks. You can also reject a skill if it doesn't apply to the agent.

Oversee agent schedules, manage resources, optimize territory coverage, and handle crew tasks and assignments to ensure efficient and effective coverage.

Manage work order tasks from your mobile device with the Now Mobile Agent application. You can stay connected and access information in real time so that you can complete your tasks quickly.

Use schedule adherence to evaluate whether your agents are adhering to their assigned schedules. You can look for areas where low-value activity can be eliminated or reduced and further analyze staffing levels throughout the day.

View and manage territories and their associated resource details in the list view and on a map.

Use ServiceNow Otto for FSM to create, update, and delete shifts for Field Service Management technicians.

Perform a work order task action for a technician who can't act themselves. The action is logged as performed by you on the technician's behalf, and the task stays assigned to the technician.

Generate a preview of your schedule plan and publish it so that your agents can see their shifts and schedules ahead of time. You can unpublish a schedule to make changes and then publish it again.

Relocate agents between territories to add flexibility to their work.

Trigger the Populate Agents Daily Schedule Table to run so dispatchers can see the changes that they made without having to wait for the nightly execution.

Scheduling in Workforce Optimization for Field Service enables you to manage your workforce resources efficiently by planning and managing schedules, staffing, and shifts across your teams all from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.

Support flexible work types by allowing agents to start traveling before their scheduled work hours. For example, you may want to add travel time outside of an agent's scheduled work hours in case bad weather suddenly increases travel time.

Use Skills Overview to analyze skill data, such as how many skills are assigned to users and tasks. You can also see how many experts you have for a particular skill and the overall skill coverage by your teams.

Switching between assignment group and territory views in Workforce helps simplify planning and managing team tasks and resources efficiently.

Create, update, or monitor your team's schedule from one location. You can approve or reject requests for swapping shifts or time off for agents within your assignment group.

The Capacity Console provides flexibility for capacity planners and managers to modify capacity value and reservation rule for better allocation of resources. Reservations determine the demand channels applicable and the percentage allocation of capacity for each channel on a given day.

Users with the agent calendar user role can add events to their personal calendar and configure the calendar to show or hide different types of events.

Monitor the spread of infectious diseases by using Emergency Exposure Management to identify affected agents. You can also find agents and customers who might have been potentially exposed. You can view the compliance reports of agents and tasks.

Use Field Service Crew Operations to assign the same set of resources repeatedly to the tasks that requires a crew to work on them.

The map displays agent information and the tasks assigned to them. Field service users can search and view information about agents in their assigned groups and the status of tasks in their area.

Workforce is a configurable application that provides a centralized location for managing schedules, events, and tasks. Users with the wm_basic role can access the team calendar, agent schedules, and map to stay organized and informed.

The team calendar in Workforce provides a centralized view of technicians schedules and assigned tasks. It lists agents in the selected group and displays work order tasks, case tasks, appointments, and personal time-off events.

Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another.

Use the Territory Planning Console to assign work orders or work order tasks to agents or crews in the territories that best match their location based on conditions that you set.

Enhance the quality and efficiency of your teams using smart scheduling, team structure, and real-time refreshing single scores. Assess the quality of tasks completed, recommend skills for agents, and train them to address skill gaps.

Access a historical map of field service agents' locations to track and analyze their activities over time.

View the location of agents in your assignment group so you can assign agents to nearby tasks.

An agent profile displays the agent's personal information as well as the work status, schedule, location, and time zone. View the agent's profile from the team calendar.

View the diagnostic report to identify affected agents and potentially affected customers and agents.

View events, such as agent time off, agent appointments, and meetings using Workforce.

The contextual side panel offers valuable insights and easy access to territory information, helping you make well-informed decisions and efficiently manage your territories.

The Capacity Console is a visualization tool designed to address common organizational challenges related to resource availability and capacity utilization. It enables real-time visibility into capacity, identifies bottlenecks, and enables quick adjustments to meet changing demands, helping organizations optimize their operations effectively.

The Capacity Console provides a comprehensive summary of territories and demand channels, enabling capacity planners and managers to make informed decisions about resource allocation and management.

View or hide events, such as appointments and work order tasks, on the Team calendar when Workforce Optimization for Field Service is installed to view only the events you want to see.

Monitor your teams' work and organizational performance using Workforce Optimization for Field Service. Stay on top of the status of the tasks your teams are working on at a given time.