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Help us welcome in the latest Now Platform® release. Orlando — is now available!
Now Platform Release Fact Sheet: Orlando
Orlando release is now available (Summary Blog)
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On Demand
The Now Platform Orlando release broadcast.
ServiceNow is proud to introduce and walk you through the Now Platform Orlando release with Now Intelligence.
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Q: Is there a new feature for FSM in Orlando or proposed in future where there is an "intelligent" auto-assign of tasks to Field Technicians, based on their current location as determined by their mobile-- similar to what Click does?
A: Dynamic Scheduling takes into account the location of the Field Technician before assigning the task.
Q: How is Work Order Management different from Request Management? How do we determine which of these 2 should be used?
A: In Field Service Management, we assign Work Order/Work Order Tasks, not requests. These can be further automated through Work Order Templates and then scheduled either automatically or manually.
Q: In the above question and answer you state IT helpdesk should use ITSM. If you have internal and external customers for IT Service desk support, should you use ITSM with group management business rules fro permission or have internal using ITSM and external or CSM?
A: In general, we recommend IT Service Management (ITSM) for internal IT help desk and Customer Service Management (CSM) for external customers. Service Management for Issue Resolution is included in CSM to support problem identification, internal collaboration, and root cause resolution.
Q: Does this integrate with Asset management?
A: Yes, Field Service Management comes with ServiceNow Asset Management for use with Field Service if you don't already own it another way.
- Q&A from the Orlando release broadcast - KEYNOTE
- Q&A from the Orlando release broadcast - the Now Platform®
- Q&A from the Orlando release broadcast - IT Service Management (ITSM)
- Q&A from the Orlando release broadcast - Governance, Risk, and Compliance
- Q&A from the Orlando release broadcast - Customer Service Management
- Q&A from the Orlando release broadcast - Field Service Management
