all right I have two minutes past the hour hello and welcome thank you for joining us live for the now platform Washington DC release today myself and Chad nicewonger are going to be discussing the innovations that are happening across field service management just a couple housekeeping items for you um we just want to be sure that you're aware of any forward-looking statements that are mentioned throughout this conversation please do not make any purchasing decisions based on this and also you can always join us for any future webinars we have over three live on service now webinars happening today for the Washington DC releases taking place and you can go ahead and scan this QR code and make sure you remain active within our communities in these conversations taking place just a couple housekeeping notes for you we have saved time at the end of this conversation for a live Q&A please be sure to drop any questions that you have within the chat our team will do our best to get to any of those that we can answer in that current time but remember that we'll be answering those live at the end for any of your product based questions and we do encourage them secondly this presentation will be recorded and it will be shared on the service now Community our team on board will be helping to drop those links in the chat and we will also remind you where you can find those at the end of this conversation and last but not least you will be prompted at the end of this conversation to take a survey this is greatly impactful for myself for Chad for all the speakers in the organization we read every comment we take all of your feedback deeply to heart as the reason we do these is for you the community and we want to make sure that they're the most impactful for you so with that let's go ahead and get started you've been hearing from me already my name is Jordan weter and I am the senior product marketing manager supporting our field service management solution here at service now and I have the pleasure of being joined today by Chad nicewonger who's our director of product management and is going to walk through each of these Innovations with you in more detail providing demonstrations and is truly our expert here on hand Chad thank you so much for joining us to be with us today yeah thanks for having me so what is new in the now platform Washington DC release let's just say there truly has been no shortage of excitement on this product as we continue to hear from the community customers like yourself and as we're releasing on this quarterly basis the innovation has been nonstop with the Washington DC release we're thrilled to to introduce now assist which is powered by service now's generative AI capabilities formally into the field service management product this is going to be a major game Cher we're talking about being able to help agents those field technicians and Beyond really thrilled to hear Chad speak about that more in just aoup couple moments all the way down to things like Field Service Marketplace which is helping to improve contractor collaboration net new capability that's launching within field service management also extending service now's site mapping capabilities so these are the service now Maps really being able to have interactive experiences you can imagine how a technician being on site the ability to view something like that directly from Mobile Locate where an asset is um pretty gamechanging when we think about just the terms of use and keeping up with modern experiences we also introduce a Microsoft teams integration into dispatcher workspace major to improve communication collaboration while you're running those field service operations bringing forward linear asset support if you're thinking about working on something like a railroad being able to visualize and pinpoint the direct spot where an asset is and then last but not least discussing Parts suggestions for tasks based on history and using again those predictive intelligence capabilities with that Chad I'm going to introduce you to the conversation to go ahead and walk us through these Innovations an exciting conversation ahead all right thanks Jordan can you hear me okay we've got you loud and clear over to you Chad all right and you can see the screen correct yes we can okay so uh hello everyone I am uh going to spend and I don't know the next 30 minutes or so uh and going to walk you through uh what's been released in the Washington uh release and uh just FYI for everyone is I'm going to be covering the highlights uh this isn't an exhaustive list but this is definitely the highlights uh and there's a lot of goodness in Washington and uh there's a lot of things that I want to cover in this session here uh but it's not it it's not everything but it is some good stuff so the very first thing that I think is appropriate for us to talk about uh is now assist powered by geni so we are working hard in product and engineering and we are working very hard to bring Innovations as it relates to generative AI so when I say generative AI I'm really talking about now assist but in in the domain of field service what is important for us is a the Persona and B what problem are we solving for uh someone with uh now assist so there are three things that are available now uh from a geni perspective for uh uh field service one is uh closure notes so one of the things that we're trying to do is reduce the cognitive burden that sits with a field service tech that Tech that's in the field that's just completed a bunch of work they've probably put some notes in uh and they've done some various things to do a repair and as you probably know when you get to uh the end of our mobile when you're working on a work order task there's this opportunity here to uh create closure notes and uh instead of typing closure notes in or voicing the closure notes in which you can do you have the ability to use uh now assist to automatically generate those closure notes for you uh and this is we you know our intent here is to uh instead of a a technician spending 15 to 20 minutes doing this uh that they would be able to do it in seconds okay so the other thing here for Washington which is uh also uh released uh is that the now assist panel is available in the dispatcher workspace so when a dispatcher is back on the calendar and they're on a work order task uh you can Engage The analysis panel uh and gather some intelligence and some information about the work order tasks that you're looking to schedule or that has already been scheduled so that's the second thing the third thing uh is also on the form itself the work order Tas form is in Washington we're giving you the ability uh to generate a summarization off of a work order task uh in so in the back office so the example there is is someone who is the final reviewer of work and uh they're looking at the work order task and they're just checking it over and there's probably lots of information on it uh and with the uh summarization you can summarize what's in there and get it uh and you can get it reviewed and finalized real quick okay so three things uh from an now assis perspective is closure notes summarization out on the most agent dispatcher workspace uh and you'll see it in the upper right hand corner of dispatcher workspace where you can summarize from there and you can also be on the work order task form uh so lots of goodness that's coming from a gen perspective uh we are working hard there will be more Innovations coming in future releases uh but that is what we're doing for the Washington release Okay so highlight number two uh highlight number two in Washington is Field Service Marketplace and this is probably very new this could be new to a lot of people uh and and I know in some conversations that I've had some have said Chad don't you already have Field Service Marketplace we have contractors uh and we already have contractor management in uh field service so I mean today you can set up contractors wonderful uh you we've got a contractor portal we can deliver workout on the contractor portal that's there stays there but what we're bringing into this is Field Service Marketplace which uh enhances this contractor experience so uh what you haven't been able to do in the past when you're using contractors is you haven't been able in a structured workflow way uh take work that is in the system and go ask three or four I don't know contractors maybe more and ask them to bid on the work and uh bring that those bids back and then make a decision on which contractor that you want to use uh to do the work all right and so the contractors uh would would already be in the system they would already be qualified they're qualified contractors we match them with the work that they're capable of doing uh and then what uh you're able to do is distribute that out so I am going to run through a demo of this uh shouldn't take us too long but I think what it will do is give you a good understanding of of what we we've done uh there are two experiences there is the I'm I'm a contract contor manager I'm in field service Management in the back office uh and I'm I'm looking at a work order task that we've determined that we want to send out to the marketplace that's experience one uh and then experience two is on the mobile agent that contractor uh is going to uh see a new little icon called Marketplace uh and that Marketplace icon is where you're going to go and say oh I'm being asked to bid on something or I'm being asked to do work uh and I can go in there and put my time and put some notes in and put the the cost in which ultimately this is going to allow uh this is going to make it easy for someone like the contract manager in the back office to make a decision they can say we've gotten three bids uh this one looks like the best uh and we're going to go with this individual so this particular feature uh is relevant uh for those of you that use contractors to supplement your work uh or in many instances there there are customers of ours that use like 90% contractors uh and we've had many of them help us with the design uh of this Marketplace so what I'm going to do is I'm going to go over here and I'm going to walk you through this okay so you know just to set this demonstration up uh you know I'm going to get to a point where we're taking a work order task and we are uh going to want that work order task to go out uh uh to these contractors so how we get to the point where something needs to go out to a contractor can varies but in this particular situation let's just say a customer uh is out on a portal and they're basically saying look I I have a camera that's malfunctioning in a critical area so no biggie there uh so that uh that work gets initiated from a portal and then in the back office here in field service management I I'm in the going to go to the dispatcher workspace let's say that I'm Lisa Ray and Lisa Ray is a dispatcher and Lisa Ray does many things things but one of them Lisa Ray is responsible for scheduling work so uh Lisa most likely would click off to the left here and open up a dispatcher workspace here so we're looking at the calendar uh and Lisa would look at this and say oh look okay so there's a work order task here let's go in and let's uh use the auto assignment now I'm not to the marketplace capability quite yet but in this particular example we're trying to do an auto assign and we basically have no technicians that are available to do this in the required amount of time so that's kind of a problem uh now this certainly this type of work could automatically gone to the marketplace but this is just an example of hey look we suppl our technicians with contractors and so likely what we would do is that we would drow back into the work order task and you know well a couple things here from from that perspective I mean we probably would go put some additional comments in or something along those lines so I'll mark this as a Marketplace task then when I do Mark that uh you'll notice a new option in the Overflow menu called push Tom Marketplace and so what this is going to do when we've made the decision that we have a work order task we want to get out to these contractors we're going to engage to push to Marketplace and this is a structured workflow uh we can just go in here and say I'm going to push it out to these contractors uh maybe I change the date something along those lines click on next uh and then in this workflow it has return contract contractors that are qualified to do this type of work and so in this particular example there's four of them but for uh one reason we know there's been some issues with technostar but we're going to push this work order task out to Acme snap fix teexs and alert Tech repairs so it's real simple you just uh push the request out uh no problem uh we haven't gotten any any responses back so we're waiting on responses so so all we got to do is save this uh and then we're finished so that is kind of how it can Shape Up from the back office perspective to get something pushed out but remember I have three contractors I'm requesting uh information on to see if they will do this work the camera is malfunctioning and we want to see if they have the time to do it so the very first contractor from a mobile agent perspective is Judy Smith and Judy Smith uh has a Marketplace icon down here and we'll click on that and we can see that we're asking Judy to put a response in so camera malfunction looks at the the date and the location and then clicks on respond and so uh she looks at this and says probably going to take two hours estimated total cost 45 no problem uh the response gets submitted and then the next contractor is Marcus Kingston very similar experience camera malfunction responds estimated work duration two just like Judy's but cost is a little bit lower 40 this response gets submitted and then the last contractor is Emily and EM Emily is a little bit different because what happens here is Emily says I don't have time so Emily reviews the details of the work and responds in here and says sorry I cannot accept the request due to current resource limitations so no problem uh this is declined and then basically what ends up happening is there will be a time limit etc etc but those responses from the mobile uh all are recorded back here off of the work order task in the marketplace workflow and we can see Judy accepted it Marcus accepted it and Emily rejected it so no problem here uh we will just uh let's see drill in on one of these me close this response window okay here we go we will go ahead and assign this to Marcus the only reason we're assign this to Market because it's uh uh use the same amount of time also the lowest uh lowest cost so we assign that task out and then that is how this goes so in the end here Marcus is going to get a work order task just like normal uh and that work order task would get completed on the mobile agent and then we would be good to go so that is a preview of contractor Marketplace so back on this screen uh that was the demo let's talk about another highlight of the Washington release so there is now uh an option in field service management to engage what we're referring to as site mapping for field service management and site mapping uh is going to prove to be very beneficial because today uh we do a great job of uh taking technicians through the road Network and through that road Network we get them there uh and what this site mapping does is it gets them exactly there so just imagine this just imagine that you're showing up to do some work on a campus uh and it's probably in a building that has many floors uh and it's very big what sight mapping does is it lets a field service agent zero in on exactly where the work is at uh and also gives them directions to uh uh a specific area so the experience that you're going to get here is you are going to get a map uh on the mobile you'll have a pen where the work is at uh and then it will you need to identify where you're at in the building and it'll give you precise directions inside that building uh to where the work is at uh and we believe that this is going to reduce a signif significant amount of time time that technicians spend trying to find where they need to be uh and just being able to navigate is uh going to be very very helpful uh so this is going to be very p uh powerful uh I live in Texas in the United States and I'm not too far from the Tesla gig Factory in this past weekend I was driving by it and um I was thinking about this capability because if someone had to go inside that Factory uh it would be easy to get lost and if you had this indoor mapping uh it would work out really good it would save you a lot of time you wouldn't have to wait for someone to show you where it's at uh and you could get right to it so we're really excited about site mapping uh this this is good stuff okay so another highlight uh to talk about here uh is Microsoft teams integration for dispatcher workspace uh and so what you see on your screen here uh you see in the background is you see uh a work order task uh and you see a pop out where it says CCT TV surveillance malfunction so what we're doing in the Washington release is we are integrating to teams uh and at the same time we're introducing producing sidebar kind of functionality here in the dispatcher workspace so what this would allow a person to do let's think of it as a dispatcher it will allow them to uh connect to that field agent out in the field via teenss so if there is additional conversation that needs to be had to uh complete the work this is a better way of doing it what we have found from our field studies is that we see phone calls we see text messages we see WhatsApp we see uh many different tools being used uh to be able to chat back and forth and so with this uh you could go to the work order task and in the work order task you could say hey Teddy Taylor Just wanted to let you know that you're supposed to park in the back uh and you got to put this code in to get and they changed the code on us or Teddy Taylor who is an agent out in the field could also initiate one of these chats and say is there any way you can go hunt down this document for me uh back and forth there so the field agent is going to need to have uh uh Microsoft teenss and the chat would be occurring back and forth across teams back in into the work order task and it is going to be in context so when you're doing the teams chat it's uh going to reference uh the short description on the work order task so that dispatcher and the technician both know uh what the what the chat is about okay so that is Microsoft teams integration for dispatcher workspace next Parts suggestions for task all right and parts suggestions uh so just just think of this this way what we're doing here uh is we're using predictive intelligence and you are probably familiar with uh the work task templates and all the templates that you can put on uh and in those templates you can put in there these are the parts required to do this type of work all right and and what we have found is that you know obviously that's static so it's always the same part uh that comes in when a work order task gets created and uh that's always not the correct part that you need to have in your truck or with you to be able to complete the work and so with parts suggestions uh think of this as Parts recommendations it is using the uh predictive intelligence uh and and what we're doing is we're looking back at other work orders we're looking back at similar types of work and saying okay even though you're saying this is the part you need to have we have noticed on prior work work order task that in fact what happened was these are the parts that was needed to perform the fix okay and we think this will have tremendous benefit for everyone uh we think this will definitely be a key element of improving firsttime fix rates uh a lot of times what we're seeing is the reason we don't fix something the first time uh is we don't have the part uh and I think this uh will help us and it will also shorten the time spent on part searches research uh because a lot of times you're looking at a work order task and it's like let me see the kind of work this is and what kind of hard it needs to be uh and this is going to speed that up uh it should be precise you should know when you're initiating work what uh the part you know what what we suggest the parts are uh and it should be on there and this will allow dispatch to be able to schedule something knowing that this particular technician has the necessary Parts with them to be able to perform the work so this is this is in Washington this is called part suggestions for task all right and so uh the last big highlight here that I'm going to cover and then we're going to walk through a demonstration of this uh and then I can get to some Q&A and uh we can I can see what's been in the questions and I can work on getting those answered but uh the last highlight here that I want to cover in Washington is linear asset support and I want to make sure everyone understands what this is uh and how it can benefit you uh I I've noticed talking with a lot of uh people that they have a general understanding of what a linear asset is some some have a basic understanding some aren't quite sure what a linear asset is but uh a linear asset just think of it like a road so let's say you have 100 k Road or 110 mile road whatever that is a linear asset uh and like Jordan was referencing in the beginning you could think of like a a railway all right that's a linear asset uh it's it's it's very very long and you could think of a pipeline that's uh carrying liquids that's very long utilities that's a linear asset and so because the linear asset is uh as long as it is uh what you're now going to be able to do here is you'll take that linear asset and you'll break it into sub segments and I'll show this in just a second but let's say if it is 100 miles you could you could break it up into 25 mile Subs segments all right and why would we do this we would do this from a field service perspective is so that we can narrow in on the sub segments and when we're dispatching and we're sending our team or our technician out there uh we can get them to the uh a pretty close location as to where the work is and the use of linear asset here and what we're doing with this is when you don't know where the asset is at so there's probably a discrete asset that is somewhere within the linear asset itself and what we want to do do is we want to make sure that uh the team or technicians that we send out there are not wasting time driving 100 miles up and down a road trying to find where something is at so we think this will have tremendous amount of of benefit we are unlocking the linear asset capability that's been in our eam solution and we're enabling it within field service management okay and so I'm going to take you through a demo here so that you can really understand exactly what it is uh that we're doing with this and you can determine if this is something that would be valuable uh in some of your use cases so let me just uh get out of this and let me go in here so what I'm going to do is just I'm going to start with something here and I'm going to lead my myself into how someone who's working off of a work order uh would do something with linear assets and so that's kind of the question you need to be asking yourself is how does this come to life uh and how would uh an initiator how would a dispatcher how would somebody that's that's generating work use this and then number two uh how would that uh technician that's out in the field use this so uh more than likely what would happen is uh and I'm going to take this from a public sector perspective so uh let's just pretend here for a second that Alex Lind is a constituent in my local district and Alex Lind uh has called into to us so what I'm doing is I'm I'm starting things off in service now CSM which is going to find its way in a work order and I'm basically just going to record a few things here so let's let's look at this linear asset stuff from a perspective of our constituent Alex is uh wanting to report a pothole so no problem so we and let's say we've got Alex on the line here uh we've got this interaction that we're going and you know we need to do something about this because we do want to get the pothole fixed so we're not doing any damage to vehicles but uh the way it would work on the CSM size is we would have an interaction then it would turn into a case all right and uh from a case who knows we would probably save this uh and then when we do save this uh there's the option in the upper right hand corner here to create a work order and so this is where we want to be so now think field service management and uh I'm probably still on the phone uh with Alex but we've got a work order here uh ending in 45 uh so I'm just going to go in here I may want to put in some additional information in the description section so it's it's deteriorating road condition and it it poses a risk and so what we're going to do now is put on a template Road inspect C in repair and you're probably asking yourself you know Chad I don't see any kind of Association here to linear asset uh and to this point probably not but if you look close on the work order on the asset field uh there's a pencil icon and in this pencil icon uh this is really where uh things happen uh from what I've been discussing this is what we're engaging and Washington so this pencil icon pulls up a a map so I'm the one initiating the work I'm talking to Alex on the phone I don't want my uh repair people driving up and down all over the place trying to find this pothole so I'm gonna uh just say hey show me the roadways these are roadways in San Francisco I'm going to drill in a bit and so in this particular case Alex just told me look it's between giri Boulevard Bola Street Fon Street uh and you can see in here this is the linear asset uh it's uh Road Seven all right and within Road s there are some segments to help me narrow it down so uh remember a pothole isn't necessary a discret asset it I mean we the linear asset is but what I can do is I can drag and drop this linear asset and change it uh so I can drill in a little bit closer to where this is so I can say okay you think it's somewhere in between baloa Street and Fon Street and so what I've done here as someone who's working on this is I'm making life easier for my repair text to get out there and narrow in on where this pole is that so all I have to do is submit uh and when I submit this uh I'm in good shape here this is uh needing a dispatch group so this is California dispatchers and then I'm just going to give this to Teddy Taylor and this is definitely linear work so I've got everything set up uh Teddy Taylor is going to get a notification uh to go out here and do some work on this uh and of course mobile agent is out here on the mobile phone there are some uh push notifications out here so really what Teddy is going to do is log into this and Teddy can see there's an immediate pothole repair that is imperative uh and when you get to this part when you're using uh linear asset is you're going to get some uh things that are new on the mobile agent and you can see start and end location I'm going to accept the work um I'm on to start start the work uh but what I can do is on these pop outs uh is I can pop it out and in here you are presented with uh the linear asset that whoever was putting together the work order uh determine was appropriate so right in between baloa street folon street this is somewhere where uh the actual pothole is so as you can see I'm able to really narrow in on this I need to go into satellite view uh if I need to drill in a little bit further it's got to be somewhere in here etc etc so I can get directions to my starting point uh and then let's say I'm finished uh and everything is good so naturally we would just close the task here and everything is finished so let me go back here to my PowerPoint and I will in a second here turn this over to Jordan but so just the finalize thing hopefully what you saw there you should have seen this is that uh linear assets and what we've done with it on the field service management side is we're really allowing someone who's putting work together to do stuff with that linear asset and they can take that long linear asset and bring it down to a short distance so that we can get the people there to repair it this is going to save uh a lot of time and I think this will be very beneficial for those who do use things that I would consider as linear assets so Jordan you want me to keep this last slide up I'll turn it over to you and then I'll go look at the Q&A awesome sounds great perfect go ahead and take that over from you so we really appreciate you staying with us live today for the two demonstrations and even getting to hear about all the latest innovations that have happened in the now platform release for field service management it is really incredible to see the way that service now is revolutionizing across the entire customer experience and one of the things that I continue to learn is that they are all interconnected from our agents to our field technicians all the way to being on the front lines with customers they do not happen in Silo so with this release we're really excited that we were able to better enable the field service technicians also agents when you look at our products like customer service management and how that Bridges to field service management with now assist powered by generative AI also introducing things like part suggestions for tasks based on that history improving those overall Communications with things like Microsoft teams and the ability to do things right from that mobile device it's one less swivel chair it's one less application to switch between and an a automates and streamlines just one more process for us in addition to things like linear asset support and then of course continuing to optimize that technician and contractor experience by introducing Field Service Marketplace and site mapping which you will see across multiple products um if you're familiar with workplace Service delivery maps are included within that the same as it is a platform wide capability for service now so really thrilled to be seeing us bring that into the field service management product Chad I think that's about all we have time for today so I just want to thank there's been so many of you that have remained on thank you so much we want to remind you that there's a survey at the end any questions that we did not get to we will follow up please provide your feedback and again thank you so much for joining us all around the world and Chad thank you for your time and your expertise being with us here today all right thank you everyone beautiful have a great rest of your day evening afternoons