Deliver frictionless field service experiences with Field Service Management

SES1347-K22

K22 K2022

Improve experiences and drive organizational value with field service

DEM1511-K22

## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] In this field service demo, we'll follow Lisa Raye, a help desk operations manager for the Solano organization, as they manage point of sale devices. We'll follow how she uses a combination of proactive service along with process automation to provide end-to-end visibility of incidents, work orders, and tasks. Field service has undergone a huge update in a San Diego release, but next experience unifies apps and reduces clicks to access items needed to get working through unified navigation, which sits across the top of every page. Lisa begins her day in a dispatcher dashboard, and it brings new speed and efficiency to field service operations as users get a complete view of critical tasks, field agent status, and agent locations. A service map is integrated within a dispatcher dashboard, and from it, Lisa can get the location of agents out in the field and pull up work orders directly from the map. This allows Lisa to deep dive into work orders within a specific area and minimize navigating through multiple screens through tabbed navigation. As a help desk operations manager, Lisa has reports which highlight issues and tasks which are pertinent to her job. Here, we have a system-generated incident, which Lisa will need to address, as all the point of sale devices at location 558 have become unresponsive. Through proactive communication, service, and process automation, the location manager is kept in a loop through status updates as the site can't process customer orders until the point of sale devices are functional again. Once Lisa opens the incident, she attempts to resolve the issue remotely. Unfortunately, she's unable to do so and notates the incident for attempted resolution steps as well as recommended actions of having a technician head on site to inspect and resolve. She saves her notes in the incident and then proceeds to create a work order to have a technician dispatched to the site. Once in the work order, Lisa utilizes a template to quickly add specific tasks for the technician to follow once they arrive. The template also includes knowledge articles, which the tech can use to help determine a resolution. This amazing feature helps minimize time to resolution, regardless of the experience level of the technician, as pertinent information is always a tap away on their mobile device. Lisa confirms that this work order is ready for scheduling and heads to a dispatcher workspace. Scheduling within a dispatcher workspace allows Lisa to improve efficiency and accuracy of service dispatch, resolution, and streamline project operations. The San Diego update brings multiple views that Lisa has access to, like a day view, week view, bi-weekly, and even four weeks out. Here, she has a view of all the technicians and their schedules. New to the San Diego update is the ability to schedule multi-day tasks and manage crews and contractors from a single view within a dispatcher workspace. This provides Lisa end-to-end visibility around first and third-party teams and enables her to work effectively with multiple groups across longer work spans for streamlined project operations. Clicking a work order task filters out eligible team members by skill set, location, or whether a crew of multiple technicians are needed for the task. Organizations have the choice to automate task assignment through dynamic scheduling, but can also manually scheduled tasks by simply dragging, dropping onto the schedule, as you see here for Teddy Taylor. The purple color of the task indicates that although assigned to Teddy, he has yet to accept it. This is also indicated by the state of the task once Lisa clicks on it. Now, once Teddy has been assigned a task, he can accept it and manage the work order directly from his mobile device. Teddy opens the ServiceNow Agent app and has full access to all the content within the work order that Lisa created, and he can even use a GPS of his choice to get to the site location. When looking at the activity within the work order, he has full visibility to content to help him resolve the issue, including the knowledge articles that we highlighted earlier. Now, pay attention to Teddy's purple unaccepted task from earlier on Lisa's dashboard. Once Teddy accepts the task, Lisa's view instantly gets updated as his task now reflects blue and is an accepted state versus assigned previously. This real-time information provides Lisa with the ability to make smart decisions if and when scenarios occur outside of automation rules and configurations. Once accepted, Teddy can tap Start Travel to begin. This will send the location manager another text status update and provide an Uber-like experience to follow Teddy's location as he starts making his way toward the site. Once he arrives, Teddy taps Start Work and begins working on resolving the issue. After testing and troubleshooting, Teddy is able to get the point of sale devices back up and running for location 558. He notates the work order around the steps he took to resolve the issue directly from his mobile device and closes the work order task. Before Teddy leaves the server room, he notices that one of the rack-mounted cooling fans aren't spinning. Knowing that overheating server room devices can lead to an outage in the future, Teddy decides to take a look to see if anyone has reported this malfunction by scanning the asset tag on the device. Once scanned, details about the rack then are populated, like the device location, any activity on the device, and any other pertinent information like upcoming work orders, scheduled maintenance, or entitlements. Having this information allows Teddy to take the proper steps to get the fan repaired while on site and proactively prevent interruptions to critical operations. Additionally, this helps reduce the organization's carbon footprint, truck rolls, administrative task, and efforts from site leadership as the incident was automatically generated once a service failure was detected. Through this demo, we've seen how the power of the platform enables Teddy to deliver extraordinary experiences to site employees by restoring the point of sale devices.