Providing efficient field service is critical to resolving issues faster and satisfying customers, but many obstacles exist. Challenges to delivering quality field service include varying skills necessary for different jobs, lack of on‑hand parts and components, scheduling travel time across large geographies, and delivering against service level agreements (SLAs).
ServiceNow® Field Service Management makes integrated, proactive, and strategic field service possible. Use drag and drop to match work tasks to technician skills, geographic territory assignments and current location, and available inventory to meet and exceed SLAs. Planned maintenance replaces costly and reactive work. Integrate with ServiceNow Customer Service Management as well as IT Service Management to connect customer service, IT service, and field service processes to swiftly resolve problems and drive higher customer satisfaction.
Offering a alternate means of scheduling, the visual dispatch feature gives dispatchers drag-and-drop work assignment capabilities
so they can assign tasks to technicians, based on their proximity, availability, and the specific skills required to complete them.
Dispatchers can see at-a-glance what times are available for technicians and then drag-and-drop unassigned work onto available times.
Dispatchers can automatically select the ideal field service technician and use auto-routing to determine the optimal route for them to service multiple locations
Reports and dashboards can be easily customized to gain real-time insight into utilization, capacity, the customers and locations requesting work,
and other key FSM metrics.
A simple and flexible reporting engine allows users to quickly generate and save reports directly from a list of records.
Bar charts and pie charts can be generated for visual analysis. Custom dashboards of the gauges and reports of the most important
information can also be created.
These dashboards can be integrated with ServiceNow® Cost Management to track and better manage the costs of field services,
including inventory and travel expenses as well as profitability.
View and schedule work dynamically.
Dynamic Scheduling provides an automated means to optimize works assignments. Using it, dispatchers can:
- Assign multiple tasks to different agents at the same time, with the ability to prioritize tasks while assigning
- Automatically un-assignalready assignedtasks to make room for a higher priority task such that the assignment is optimized
- Automatically reassign a task when the technician is incapable of completing thetask ontime
||Perform and Record Work Tasks in the Field with Mobile App.
Optimize Field Work with Mobile Interface by Accept or reject tasks, track travel and work time,
use Questionnaires to collect and complete necessary task details, and collect customer signatures acknowledging work completion
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