What's new in the San Diego Release for Field Service Management

[ajam]

Say hello to our spring 2022 release! 

It’s time to share what’s new in Field Service Management – this blog covers our San Diego release. 

Next Experience – 

The top innovation in this release is ‘Next Experience’, a new UI experience introduced at the platform level. With Next Experience, the Dispatcher Workspace incorporates two significant improvements: a modernized user experience, and unified navigation across interfaces.    

We know that dispatchers and service managers want an interface they can tailor to suit their working preferences. We also know they want a seamless way to navigate between traditional ‘UI16’ interfaces and the newer workspaces while maintaining productivity.   

Next Experience provides one unified top-level menu structure that allows users to navigate seamlessly between platform UIs and workspaces. 

There are default landing pages to see work at a glance and identify where to start. 

For dispatchers who use workspace all day, theming allows them to switch to ‘dark mode’ to reduce eye strain.  Theming also allows workspaces and platform UIs to be visually similar, making it easier for users who switch back and forth across UIs. There is also component-level styling – for buttons, colors, fonts, and so on – empowering companies to build applications that reflect their corporate branding.  

The result, improved ease of use for dispatchers, increased productivity, and better support for creating brand-aligned user experiences.   

Dispatcher Workspace – 

Based on the feedback from customers we have added some key features for Dispatcher Workspace.

We are introducing soft booking. Before this release, whenever a dispatcher assigns a task to the technician, they immediately get notified. This increases the dispatcher and technician frustration, as the schedules are pushed without being finalized.  

With this new feature, dispatchers can place a task on the dispatcher’s workspace without actually notifying the technician immediately and allowing them to push the schedule to technicians once they are comfortable.  

Second, dispatchers can override task assignment rules to assign a task beyond the Assignment Group  

Third, dispatchers no longer have to manually refresh the screen to see real-time updates to schedules and assignments. 

Field Service Contractor Management - 

More and more field service organizations are outsourcing their work to third parties.

Field Service Contractor Management has been around since the Paris release. However, until now, the contractor schedules are not exposed on the Dispatcher Workspace.     

In the San Diego release, dispatchers can see the contractor organization schedules and their available and committed capacity. By exposing that information on Dispatcher Workspace, dispatchers can visualize workloads by day or week to help ensure they’re meeting contractor commitments. For example, a contractor was supposed to be assigned eight jobs a day but was assigned only four.   

Field Service Multi-Day Task Scheduling – 

We are excited to announce Field Service Multi-Day Task Scheduling in the San Diego release. This new capability is ideal for use cases that span multiple days and weeks. For example, cell tower installation across a region that spans multiple days. 

With Field Service Multi-Day Task Scheduling,  dispatchers can define a task of any duration and visualize it with improved calendaring capabilities. Until now, it was very difficult for dispatchers to support long cycle work, and often required customization or a great amount of manual work. With this feature, dispatchers can create, assign, and visualize long cycle tasks easily. This feature improves visibility going beyond the standard daily or weekly mode. 

Learn more 

These are just a few of the many new features coming to Field Service Management in the San Diego release. From here, review the release notes and product documentation to get additional details. Attend the release broadcast  on April 6th at 8:00 AM Pacific / 11:00 AM Eastern to see some of these features demonstrated. Then, schedule a conversation and demo with your account team or contact us here. Don’t forget the Customer Success Center is available with essential resources to assist you in planning your upgrade.

.............................................................................................................................................................................

Join us for the The Now Platform San Diego event.

Mark your calendar for the Now Platform San Diego release broadcast  

Join us for the San Diego release broadcast —a global digital experience where we’ll be unveiling exciting, new innovations in the San Diego release across different markets.  

The broadcast digital event is April 6 and is part of the Knowledge Digital Experience. Your registration for this broadcast provides free access to all that the Digital Experience has to offer, including 200+ sessions beginning in May.

Make sure to watch the San Diego release introduction session with Dave Wright, chief innovation officer, as well as 21 sessions on demand, where we’ll highlight different ServiceNow^® products, innovations, demos, and the Now Platform. The times of the broadcasts are:

• AMS: April 6 at 9:00 am PT/12:00 pm ET,
• EMEA: 7 April at 8:00 am GMT/9:00 am CET
• APJ: 7 April at 9:00 am SGT /11:00 am AEST

Register now

................................................................................................................................................................................

© 2022 ServiceNow Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 

servicenow.com

[ajam]

Say hello to our spring 2022 release! 

It’s time to share what’s new in Field Service Management – this blog covers our San Diego release. 

Next Experience – 

The top innovation in this release is ‘Next Experience’, a new UI experience introduced at the platform level. With Next Experience, the Dispatcher Workspace incorporates two significant improvements: a modernized user experience, and unified navigation across interfaces.    

We know that dispatchers and service managers want an interface they can tailor to suit their working preferences. We also know they want a seamless way to navigate between traditional ‘UI16’ interfaces and the newer workspaces while maintaining productivity.   

Next Experience provides one unified top-level menu structure that allows users to navigate seamlessly between platform UIs and workspaces. 

There are default landing pages to see work at a glance and identify where to start. 

For dispatchers who use workspace all day, theming allows them to switch to ‘dark mode’ to reduce eye strain.  Theming also allows workspaces and platform UIs to be visually similar, making it easier for users who switch back and forth across UIs. There is also component-level styling – for buttons, colors, fonts, and so on – empowering companies to build applications that reflect their corporate branding.  

The result, improved ease of use for dispatchers, increased productivity, and better support for creating brand-aligned user experiences.   

Dispatcher Workspace – 

Based on the feedback from customers we have added some key features for Dispatcher Workspace.

We are introducing soft booking. Before this release, whenever a dispatcher assigns a task to the technician, they immediately get notified. This increases the dispatcher and technician frustration, as the schedules are pushed without being finalized.  

With this new feature, dispatchers can place a task on the dispatcher’s workspace without actually notifying the technician immediately and allowing them to push the schedule to technicians once they are comfortable.  

Second, dispatchers can override task assignment rules to assign a task beyond the Assignment Group  

Third, dispatchers no longer have to manually refresh the screen to see real-time updates to schedules and assignments. 

Field Service Contractor Management - 

More and more field service organizations are outsourcing their work to third parties.

Field Service Contractor Management has been around since the Paris release. However, until now, the contractor schedules are not exposed on the Dispatcher Workspace.     

In the San Diego release, dispatchers can see the contractor organization schedules and their available and committed capacity. By exposing that information on Dispatcher Workspace, dispatchers can visualize workloads by day or week to help ensure they’re meeting contractor commitments. For example, a contractor was supposed to be assigned eight jobs a day but was assigned only four.   

Field Service Multi-Day Task Scheduling – 

We are excited to announce Field Service Multi-Day Task Scheduling in the San Diego release. This new capability is ideal for use cases that span multiple days and weeks. For example, cell tower installation across a region that spans multiple days. 

With Field Service Multi-Day Task Scheduling,  dispatchers can define a task of any duration and visualize it with improved calendaring capabilities. Until now, it was very difficult for dispatchers to support long cycle work, and often required customization or a great amount of manual work. With this feature, dispatchers can create, assign, and visualize long cycle tasks easily. This feature improves visibility going beyond the standard daily or weekly mode. 

Learn more 

These are just a few of the many new features coming to Field Service Management in the San Diego release. From here, review the release notes and product documentation to get additional details. Attend the release broadcast  on April 6th at 8:00 AM Pacific / 11:00 AM Eastern to see some of these features demonstrated. Then, schedule a conversation and demo with your account team or contact us here. Don’t forget the Customer Success Center is available with essential resources to assist you in planning your upgrade.

.............................................................................................................................................................................

Join us for the The Now Platform San Diego event.

Mark your calendar for the Now Platform San Diego release broadcast  

Join us for the San Diego release broadcast —a global digital experience where we’ll be unveiling exciting, new innovations in the San Diego release across different markets.  

The broadcast digital event is April 6 and is part of the Knowledge Digital Experience. Your registration for this broadcast provides free access to all that the Digital Experience has to offer, including 200+ sessions beginning in May.

Make sure to watch the San Diego release introduction session with Dave Wright, chief innovation officer, as well as 21 sessions on demand, where we’ll highlight different ServiceNow^® products, innovations, demos, and the Now Platform. The times of the broadcasts are:

• AMS: April 6 at 9:00 am PT/12:00 pm ET,
• EMEA: 7 April at 8:00 am GMT/9:00 am CET
• APJ: 7 April at 9:00 am SGT /11:00 am AEST

Register now

................................................................................................................................................................................

© 2022 ServiceNow Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 

servicenow.com