foreign welcome I'm Ace and today we're going to be discussing what is field service management as well as what's new in the Utah release for field service Management Field Service management helps organizations manage location-based work more efficiently and safely they support the installation the maintenance and repair of equipment you can see here a short list of Industries which rely on field service management there are a lot more Industries than these but some examples here are manufacturing telecommunications energy Financial Services retail and life science fuel service management includes all work performed by trained agents at different locations and most of the work that these field service agents do fall under these three categories you have insulation where you're installing vital equipment and ensuring that it is set up correctly and effectively as well as providing instructions to the customer and training the customer maintenance which are the tasks that are carried out by field service agents in order to extend the lifespan of the equipment could involve inspections or repairing equipment and repair if equipment unexpectedly breaks down field service agents May perform emergency repairs on this equipment known as brake fix operations the field service management application tackles many of the challenges that business face when you have hundreds of technicians supporting field equipment there are a number of challenges that include asset visibility be aware of what assets you have where they are the state in which they're in and being able to provide the proper amount of information that the field service agent requires in order to work that asset also Workforce changes losing experience due to technicians leaving or retiring and finding people who are equally skilled in your roster of field service agent is also a big challenge that field service management tackles ensuring customer satisfaction as demand grows for field service management operations field service management application helps to manage the negative experience customers face poor first time fixed rate FSM helps tackle the challenge of ensuring that the technicians that are making a repair have all the appropriate skills and equipment that they need in order to resolve the problem on the first visit and also dispatching field technicians FSM helps in effectively supporting managing and tracking and evaluating field service agents what is field service management here we have an overview of many of the different components that make up field service management field service management is an application designed to assist organizations in managing work tasks that are performed on site using criteria such as skill level Geographic territory assignment and inventory availability to assign tasks to agents agents can then use the application to record various details related to the task including the completion status the travel time as well as the time spent on the job we're going to go over some of the key capabilities and components of field service management here are some of the key capabilities of field service management workforce management which helps manage the field service Workforce by providing tools such as scheduling dispatching and tracking technicians Inventory management which facilitates the management of inventory and equipment needed for field service things such as inventory tracking and automatic replenishment and parts ordering are all parts of the FSM application mobile access allowing technicians to see their FSM tools and information from their mobile device it also includes real-time updates as well as offline access to work orders and manuals and real-time tracking and Reporting which allows organizations to track the location of their technicians their status as well as monitor job progress and generate reports on kpis one of the key features of field service management is dynamic scheduling from the components of dynamic scheduling is automated task assignment automated task assignment allows for tasks to be automatically assigned to field service agents based on various criteria such as their skill set their availability their location their workload Etc another component of dynamic scheduling is automatic reassignment this allows for a work order task to be automatically reassigned to another agent if the agent it's assigned to is running late or has another task that takes higher priority another component of dynamic scheduling is skills management skills management is an important aspect of optimizing field service operations as it ensures that the most qualified agent is assigned to each job and also Dynamic scheduling has assignment rules which is a no code way to set up rules in servicenow these are a set of criteria that can include their skills availability location and workload job types geographic location priority Etc another key feature of field service management is the FSM mobile experience with FSM mobile you can manage your field service task from any location and even if you're not connected to the internet you can still work and the application will automatically sync the information when you connect to the internet the fsmobile application helps to locate Parts in real time stay connected with the team find helpful information it helps to manage assets manage your tasks and to optimize your schedule another key feature of field service management is Inventory management Inventory management facilitates tracking inventory replenishing stock and maintaining inventory integrity with FSM mobile field service agents can request parts that they need scan barcodes on inventory and even request peer-to-peer transfer of Parts between peers another key feature of field service management is dispatcher workspace this Vector workspace is a tool that helps dispatchers view real-time information about work orders such as customer location job type and priority and it allows you to assign the work orders to a technician based on factors such as availability skill and location and it helps to track the location and status of technicians another cool feature of field service management is the dispatch map which utilizes geolocation data to track tasks and the agent in the field it allows you to see the agent's schedule it allows you to see the list of Agents scheduled the status of tasks that need to be executed that day and it gives a drop down display that displays the assignment group of Agents scheduled to execute tasks for a location what's new in the FSM Utah release one of the new features in FSM Utah is schedule optimization schedule optimization allows for the creation of policies that will automatically evaluate all the tasks assigned to an agent or group for policy parameters these agent schedules are optimized daily using policy parameters that can include minimized drive time maximize the number of tasks assigned and maximize SLA adherence and their schedules optimized to accommodate these policy parameters also in FSM Utah is Workforce optimization Workforce optimization now brings a manager workspace that allows the manager to see real-time reports of ongoing workload and the team performance as well as the schedule from a single location managers can manage skills shifts schedules and find coaching opportunities also there's some territory planning console enhancements fuel Service agents and Crews can now be assigned to territories without assignment groups and the territories can be used to decide which resources are the best position to work on a task based on a selected territory there's also some new enhancements to the now mobile agent tab the now mobile Agent app now has automated location tracking which allows agents to turn tracking on or off specify the duration and the granularity of the tracking also the mobile Agent app has a new look and feel with new icons footer functions and illustrations in the empty spaces thank you for joining us this has been a presentation of what's new in FSM as well as an overview of FSM [Music]