all right we are at two minutes after and that means uh we're gonna kick off today's uh webinar which is of course if you can hopefully see this slide improving dispatcher efficiency with the dispatcher workspace the purpose of this presentation is to support our customers and our implementation teams in better understanding field service management capabilities and value as well as provide useful information about the implementation and the configuration process so this is also useful for customers who are migrating from our Legacy central dispatch to the dispatcher workspace my name is Rob Schaefer I'm going to be presenting with the santh Terence so um let's start off so this is a much younger picture of me I believe that's about 10 years old and I refuse to take a more current one I'm the outbound product management director for the field service product line I've been with servicenow for five and a half years I've been supporting field service organizations for a little over 30 years that's why I have the younger picture up there and my great friend vasanth parents vasant do you want to say hello tell a little bit about yourself hi everyone um my ambassadorens um thanks Rob for um doing this opportunity so I'm looking forward for this session excellent all right so um let's kick off because this presentation may contain forward-looking statements that reflect the current beliefs of servicenow um they're based on current information available we're not really planning on talking about anything future or forward looking but we always put this up there so these forward-looking statements should not be relied upon in making purchasing decisions of course I also want to point out today's session is just one part of the live on servicenow curated event series it connects you with the servicenow experts and peers that can help you deploy your products and Achieve value faster we hope you join us again at another webinar or Meetup and you can see the schedule by scanning the QR code or using the link that I believe is about to appear in the chat oh there's a message that just appeared that's probably it speaking of upcoming events we have another one coming up for field service management called improving technician productivity with the mobile Agent app it's coming in two months so mid to late June and it's really focused on um using the mobile app but more specifically again how do you how do you enable how do you um you know personalize configure the mobile app maybe you want to add some other fields or some other objects and you may want to make some of those objects even available while offline it's a pretty powerful um way to add even more value to your your mobile app to to further Empower your technicians so I'm hoping you'll join us for that session a few housekeeping notes there's time at the end for Q a use the Q a button at the bottom of the screen but you can you can post those questions along the way but we'll address those later on um we're recording this we will share this presentation on the community and um we'll also post event we'll we'll send you a survey we'd really appreciate your feedback okay the presenter was really annoying or this there's great content here or I'm surprised you didn't talk about X any of that feedback we welcome it's just gonna allow us to improve this series so for our agenda we're going to talk for a couple minutes and by we I mean me we're going to talk about the dispatcher experience and the challenges that they face and then after that I'll introduce the dispatcher workspace and I'll ask vesanth to review some scenarios uh live in the dispatcher workspace and demonstrate the the product and the configuration steps then we have a few next steps to guide you through the process of trying some of this out yourself and then we'll get to the Q a so that leads us to the dispatcher experience and today as I review field service management our goal is to better understand the role of the dispatcher and how the dispatcher workspace helps them meet their objectives so the dispatcher plays a pivotal role in many service organizations ensuring technicians are kept productive and working on the right things right so for some the goal is to get the most work done most work scheduled in any given day for others is it's to ensure all slas are met for others it might be we just need to keep travel costs low and these goals may vary from day to day workload to workload service region the service region the role is challenging but it's exacerbated by a lot of different components so we have different test types our installs and inspections break fix preventive maintenance they all have different needs and different workflows now there are also slas and checklists and and security procedures and Regulatory processes that may need to be adhered to and documented and then as if that wasn't enough consider the Myriad of criteria that make it difficult to create an efficient schedule how long is the task what parts are required what skills might be required is there specialized equipment like Lift Trucks or drones or ladders what's the location is this test dependent on a previous test um is this uh customer do they only allow someone on site within a given set of access hours maybe 4 AM to 8 am is there a preferred technician for this hospital so that makes it very difficult for the dispatcher to create an efficient schedule so let's consider some of the specific challenges kpis are the primary focus for many dispatchers within their service organizations meeting their slas reducing those travel costs speeding time to dispatch Etc so there are also um barriers to meeting these kpis one is there's just this hyper vigilance because of all of those different um criteria that that we talked about the location the access hours the preferred technician part skills all that stuff right so the dispatcher needs to be vigilant in understanding the schedule that's in play but they also need to know about any changes that are occurring maybe a job got canceled maybe a technician's vehicle broke down maybe a task got completed early so the technician is just sitting there for until their next job that starts an hour and a half from now those are real pain points and the dispatcher needs to understand they need that information and they need to be vigilant to take action where they can and finally the lack of a unified interface right they're looking for data across various systems or screens and because of that because they're jumping around from different screens and systems they're wasting time in doing that and because they're jumping around they they're the likelihood of error increases as they're getting data in another from another system maybe copying pasting or remembering and jumping over and entering it wrong so let's talk one-on-one about these or one on however many are on here about these specific challenges the first was low visibility to those service kpis so certainly there are more kpis out here but some of the obvious ones that come to mind are understanding and improving the utilization of our technicians and improving the productivity meaning the productive time versus the travel time or meeting time or other downtime reducing the backlog and reducing overtime needs of course reducing the number of truck rolls that occur on a daily basis or on the Travel costs improving the first visit fix meaning we go out there we complete a job not we go out there we find out we don't have the right parts or skills or uh or whatever it is and have to come back another day requiring a second truck roll and then managing and reducing the slas or contract penalties if we don't meet some kind of contractual obligation we're supposed to have this fixed and up in a four-hour window but it took 12 hours we may have to pay some type of penalty to that that customer and of course over uh overall improving the uptime of equipment so those are some of the kpis but then the need for vigilance and we talked about things like the task cancellations or someone's running late um so their job starts late which should shift out the rest of their schedule or maybe adjust their schedule and give them less work because of that or maybe a technician Falls ill um or um they they complete work early the third of the challenges I posted was the lack of a unified interface and for those of you um who were using central dispatch right there's a Gantt chart but then there's a team calendar view where you put in your time on you know time off requests um and and manage all of that and then there's the map view as well which is very critical for many dispatchers some organizations will take it further they need visibility into parts and skills so maybe uh they they need to alt tab to an external system or another screen that shows that inventory load for each of their technicians or the skills Matrix so there can be a lot of jumping around right so this lack of a unified interface was both frustrating and error prone and prevents dispatching in that timely efficient manner so ta-da guess what if you were previously using central dispatch and its related views you've already done the heavy lifting you've got your groups your technicians Parts skills and more defined right you could start using dispatcher workspace today because you already have that set up now if you're um someone who implements service now this is something that's very powerful for you to know because it's that unified interface where I have visibility into not just the Gantt but within that ganti visibility into my my time off or my non-productive uh Team calendar type events I have visibility to the map this is all expandable and collapsible and facade will go into more details on that and this is not new dispatcher workspace has been around for the last few years now so it allows field service organizations to streamline their dispatch operations and better meet those service kpis next I'd like to review some of the scenarios that vasant will be walking through to address the dispatcher experience so we have a few personas we've got a system admin person who can help in the setup and the further configuration of uh the dispatcher workspace and that can even include some of the scheduling rules then we have our field service dispatcher Ziva David and Ziva is responsible for managing the tasks that come in some of those tasks will be automatically scheduled others might not sometimes there are emergency events that we don't want the system to schedule we want a dispatcher to make that best decision Ziva also or the the dispatcher is also responsible at times for optimizing routes so as Ziva makes changes to an optimized schedule it may become less efficient throughout the day so she can manually go in and uh and invoke an optimization process and then creating ad hoc Crews so we'll have some defined Crews but there are times when you might not have Crews available to meet the needs that come in right because of that Ziva can create an ad hoc crew to fulfill those demands and that leads us to the technician they get notified of their work they accept their work they execute the work they debrief the work they manage their stock room um they they you know update because they're updating the system that data feeds back to the dispatcher so the dispatcher will have real-time updates hey you know this job took longer than thought or I completed it two hours early or I'm running late all because of that so working together this is how we can help solve some of these issues so um I'm going to ask vesanth to uh answer this question for me vasanth how does a dispatcher streamline work within the dispatcher workspace and and this is these are the scenarios that vasant is set up and is going to be presented yes yep go ahead awesome um again uh thank you so much Rob for setting a great context of the dispatcher workspace I think we have evolved so much um hearing to all our customers uh how the experience of the dispatcher should be and how we can make them more productive it's not only about one person or you're focusing right it's an overall objective we are speaking about the organizational objective when you are trying to do a field service operation so I think Rob mentioned a lot of um things about this great product I would take some time some more time and showcase some of the scenarios which um which are of great experience or great help for the dispatchers so as Rob mentioned there are four scenarios which I would like to do but let us go one by one so the first scenario would be more focused on Ziva David she is the dispatcher Persona um we will be even be demonstrating what Ziva is doing day to day in her life of dispatching tasks how she monitors the agents and the tasks and how Ziva is able to personalize the dispatcher workspace which meets to her needs and probably um like Ziva there could be multiple dispatches in your organizations who may want to have their own personalized workspace so that it can work better to their needs specific needs right so how personal Administration will help and also we will see about a task assignment um process but again as we are focusing on the productivity of this personas most of the task assignments would be done automatically but that we know that dispatchers are there to help the operational part in case there are some emergency tasks or there are some cancellations in those scenarios definitely dispatchers need some intervention where they want to do a manual assignment and let's see one more scenario about optimization also yeah I've been talking a lot let me go through the um a demo of this okay and I'm hoping by the way vasanth and I'm going to jump in from time to time because my ego kind of makes me do that um I'm hoping you'll start out by addressing I I played up really big that unified interface so maybe if you can talk about that and then go I know this is part of the overview so all right go ahead yeah um I think that's the big thing which you have changed right into the Civil setting between uh multiple screens multiple user interfaces everything is now within this new interface um I think um just for um probably most of people who are joined this call may already be using our existing dispatcher workspace but uh just I wanted to give a quick walkthrough about what is currently available uh probably it could be just a refresher so on the this is the dispatcher workspace and in the dispatcher workspace we can see on the left hand side there are a bunch of recorder tasks which um probably uh would be assigned once the shift timing is close to start but we can see that there are tasks that to be scheduled there are a bunch of tasks and again Ziva may not be interested in scheduling each and every task manually because this is not the productive way of of her time in a day she is going to use the automated scheduling and in the tasks um apart from the task this is the main area where debug can monitor the agents and the tasks which are going to be assigned and executed by the field service technicians so here in this dispatcher workspace works the main work area Ziva can see the the groups or she manages Foster City technicians and within the fostered city technicians they she can see that there are agents there are Crews which are planned and also she can see there are some bucket tracks basically these are some specialized equipments or tools which needs uh which are required by the field service technicians to perform their job and also we can see there are multiple groups managed by Ziva so these are some of the existing tasks but as we mentioned that these tasks when all these tasks cannot be automatically scheduled by Ziva there could be the background scheduling engine right let's take an example of Foster City technicians the shift is about to start and probably um the the scheduling engine can run behind the scenes and automatically the tasks that may get assigned right ziva's job is just to do some ad hoc activities but uh Ziva does not need to do interference with any of the scheduling activity now we saw that the task got automatically scheduled and Ziva had to do nothing all all she was just monitoring the um the her main workspace and once the task got scheduled the refresh activities happened behind the scenes um and it is directly visible for Ziva to monitor the tasks now this might have already happened even before Ziva starts her day right but as new work comes in those jobs can be um further assigned to better exactly exactly yeah so we were speaking about these two panels the task panel and the the calendar panel but as Rob mentioned right this is not only having the calendar and the task cards it has multiple views So within the dispatcher workspace now the dispatcher if they are if they want to have a hybrid view now they can have a map within the dispatcher workspace itself so that now they can visually see okay these are the tasks these are my agents um so in case if they want to work on only the map then they can also expand this within the dispatcher workspace they can see the route of the technicians within within the dispatcher workspace they did not need to go to another user interface to view the route right so now for example if um Ziva wants to see the route of of red brahmer she can just click on the route option here which will Now display the route of grammar for it in on the map right so and this also gives an opportunity for um for the dispatchers to see whether the schedules which have been created uh were optimal and gives an opportunity to enhance uh the the routes of the fields of respect Nations right so this is the unified user interface which we were speaking about uh we have the map view we have the the task panel here and we have the calendar and also we have a filter option say for example if Ziva wants to focus on any one of the groups she wants to now work upon she can use the filter conditions she can filter on the groups the agents or she wants to work only with the crews she can filter the crews and even with contractors right dispatchers can be responsible of managing few contractors and if they want to focus on contractors they can use that and again this is again a personalized filter option dispatcher Ziva can save this as a default view so that whenever she um she opens the dispatcher workspace this is always saved and said the context is set okay so we have been speaking about the overall dispatcher workspace the unified experience which is provided to the dispatchers to make their life much better but also we spoke about um some personalization part right so let me show you how azira would be able to personalize her experience here um so one thing which I want to start with is um we have multiple views the dispatcher can select any one of the views here so they can select the day view or a workday view or there are multiple views but if Ziva is compatible with the debut she can configure this to be the default view for uh for her operational stuff how does Ziva said this so on the top right we can see a settings icon which is uh the setting configuration which is specific only for the logged in dispatcher right so now what all Ziva as a dispatcher can do probably dispatches at your organization also would have say similar requirements I'll just walk you through some of the capabilities if not all the capabilities just walk through some keys this looks like you're allowing the dispatcher to completely personalize or to an extent within a frame personalize a lot of different data on this screen in fact there was even a question about um you know the the the the panel in the in the Gantt how it's it's much Slimmer now oh this is just one example right this is this is very slim and you're going to add data to it based on what your needs as an individual dispatcher are so go ahead yep yeah uh just to walk through so we saw initially when Ziva logged into the dispatcher workspace there was no tasks of it uh um rendered on the workspace but the task got automatically uh visible on the workspace how did it happen it is enabled through this property if dispatchers do not want to have Auto reference they can disable this and then they can use the refresh icon at the top right next to the settings button to reload the dispatcher workspace and again this the first property filter calendar tasks and map for assignment group so this could be the scenario where as I mentioned the Ziva wants to focus only on the tasks which are assigned to Foster City technicians So based on this selection and filter option now the entire dispatcher workspace beat the map beat the calendar beat the task panel everything will have the focused area set to the Foster City technician group only and again if dispatchers are comfortable using the dark mode map theme it is available for them so it is a personalized option for them to see the dark View mode of the application also and again if you see the the default view which zero was comfortable was the debut but if if Ziva wants to select any other view to be her default view uh probably in in the service organizations we may have dispatchers who are dealing with break fixed us there could be a few dispatchers who may be dealing with project task which can be from um from one day to two days to three days to a week also right so in that case probably their view may not be much comfortable for them so then they have an option to select a weak view or also they can select two weeks or four weeks so it is completely flexible and they can select any option but at the same time they can change it so that it is contextual to that particular station also even uh we also saw there was one or one more option called here as the flexible disk what it means is that in case if the dispatchers want to see only three days right then they can say okay how many days we want to see at a time so that that's the operational um basically if a receiver is working on a three-day span she is interested to see only three days then what she can do is that if she selects uh flexible disk so now only three days will be visible here so the 19th 20th and 21st so these will be the three days which aziva will be interested to work upon right uh again it is configurable it is up to the dispatchers if they have if they want to have four days they can see four days also okay and what are all the other options there are a bunch of options which will enable the dispatchers to configure this workspace this is with respect to the general settings and again one key important thing probably dispatchers would like to do is that schedule based on travel start time so what this means is that in case if the dispatch has dropped manually assign our code a task from the task panel into the calendar what will happen is that um with the drop time will become the travel start time instead of the scheduled start time again it is configurable how how we how the business requires so basant I'm going to have you move through the the next just because we're almost at the bottom of the uh the hour the half of the hour um and um allow will allow people to go through and experience these themselves or walk through each of these but um go ahead yeah and again there are multiple tabs here so dispatcher can configure the tasks what they want to see on the task cards what do they want to on the resource card so now we can see that there was very no information here but in case if they want to see the matching skills and distance to task also they can enable it and on the calendar panel if they wanted to see information related to the task which could be the short description location task number those things also can be configured and again SL is a critical part if they want to see the SLE of the recorder task so all these things can be configured by the dispatcher um here right I'm just going to uh so what we saw till here is that how Ziva was able to monitor the agents and the tasks which are sent to them personalize the workspace and now um let's um move forward to the task assignment okay so let me go to the current day and again within the dispatcher workspace probably one thing which I wanted to also emphasize is that uh dispatchers can create their own custom queries also um so they can create their own filters here which is also coming very handy um for the dispatchers so in case if they want to focus on say for example they want to focus on maintenance tasks right they can create their their own custom query here which they can use for their purposes so they can say that I want to save this filter I can say that VM tasks and this is made simpler by just copying the existing definition and we are just modifying um an existing definition and creating a new definition this becomes much handy for for the dispatches right and we also Let's see we focused about how the tasks were getting assigned right now now let's focus about what if Ziva wants to assign certain tasks um to a technician manually so let's say that let me query upon one workout or task and in case if this is a critical task and this has to be assigned only to Chris Martin right what she can do is that she can drag and drop on the uh on the schedule body and now the system intelligently tells that okay to schedule this task to Chris now I need to reassign the work order task which I've already assigned to Chris Martin so it says that you can see that the task one of the tasks get moved a little later in the day and there was one more task that also got reshuffled so basically so these both happen to have been reassigned to the same technician to Chris but they may have been reassigned to someone else so this is showing I can do what you want but here are the ramifications of making those changes and that's really powerful exactly exactly the system can schedule to any technician but again the power what we are saying is that dispatchers need not worry about the existing schedules the system will automatically make sure that it shuffles the tasks to other technicians who are available okay and uh let's see about what what happens if uh Ziva drags and drop a task also so if she drags and drop this task directly to an agent right um if you can see that she can immediately assign this task so it's very simple the task gets assigned to the technician who Jiva wanted to assign so again we were focusing about um how we want to make the life of dispatchers much easier more productive uh but again what we are saying is the capabilities but we we want the dispatchers to less intervene that's why we have all these automated things happening but again as we know that on a day-to-day basis dispatchers will have challenges that's why we also support all these capabilities within the dispatcher workspace okay so with that let me probably uh take you to one more scenario Also let's select another task filter here and let me show you so we also saw that um we want to make the life of the dispatchers much easier right uh now this is a work order task which has to be assigned to a technician but probably Jiva needs some help so what Ziva can do is that Ziva can select this work order task and now we can see that immediately the system says that oh this task can be assigned to peterborg so now it gives the matching results which is it says that Peter has all the skills and he is also closer because there is a task which Peter is already doing at this site location so now this gives a very clear information to the dispatcher to make a decision to which agent the he or she needs to assign in our case Diva can assign the task to Peter based upon the suggestion but um as dispatchers get familiar right probably they may not even want to do this they can directly go and say that okay Autos in this work order task so this also gives the same um result it just goes ahead and assigns the task to the to the technician so they could drag and drop they could use Auto assign they could use the the recommendations there are a number of different ways exactly exactly but I see uh Peter by the way has some gaps in his schedule between his first job and the next job yeah I'll come to that part um yeah so uh let's take we recently created one more task filter right let us select the task filter and see um so printing PM tasks so now this task is supposed to be scheduled on the 21st so let's move to 21st and let's try to search plan option for this task so this task goes to tell Patrick uh probably Ziva wants to say um wants to schedule this to a different technician because she feels that Patrick may not be available on that particular day so how does she decide this we can see that tell Patrick has already two tasks and now the system is again um giving an option to schedule it to tell Patrick probably uh this could be there could be two ways right Patrick is already at that location we can give this task to Patrick but if you see the other aspect of it now Patrick gets all the job what about the other technicians so Ziva feels that this could be an enhancement or probably some configuration can be changed so that she can make sure that there is a good amount of task distributed to her technicians so she keeps this on a reserve and she wants to give this as a feedback to her administrator to make some configurations so we'll come to that part little later okay so now let's go back and review so what we saw till now is was receiver's experience on the workspace doing personalization task assignment and up optimizing the schedule uh and we also saw that Ziva had some feedback which he had to give to the system administrator based on her experience probably there could be multiple dispatchers who would like to give the same feedback right now let's come to uh the second scenario where we will see uh the intraday schedule optimization so what generally happens is that dispatchers are kept in dark when field service technicians uh do not update or there is no easier way for the dispatchers to get updates about what is happening in the field right but with uh that with the with the automatic refresh and the synchronous update happening between the technicians and the dispatches this becomes much easier for the dispatchers so in this scenario let's see Peter updates our quarter tasks then real time updates are going to the dispatcher right and also we can see that um if Peter completes the work order task a little earlier then that also is being notified and since Peter completed the work order task a little earlier probably if there is a room for inserting one more work order task that also gets assigned uh to Peter and the and the dispatcher is being updated about that okay let's um let's see how this happens here so let's focus on this um scenario but uh before we just go here um let's let's do one more um quick um productive productivity enhancement for the field service dispatcher we can see that this is the trip of uh Neil Cafe and she is very familiar with this geography she knows that probably things are looking good but there could be an opportunity to optimize the trip also can do is that as you can see that okay this is looks to be a not an optimal trip but what she can do is that she is given an option to optimize the trip right from here right so now immediately we can see that the trip of nilka phrase automatically optimized and the changes will happen real time so now things have been really changed here so we start by creating optimal routes right with with our scheduling algorithms but throughout the day as the dispatcher adjusts the schedules we may get that that efficiency that um they may become more inefficient so it's really powerful that the dispatcher can go in and re-optimize exactly exactly right so now and just so you know vasanth we're about 20 minutes till the end of our webinar okay yeah I'll just move a little for fast so now we can see that um let's let's focus on Anil Cafe so we spoke about the real time updates right what if the technicians are updating in their field now this comes as a real time change and the dispatchers need not do anything now let's focus on Peter the actual Persona whom we wanted to show so uh Peter is already at the place um he has started to work now and what will happen is that now the real-time update will happen and let's assume that um now Peter started the work and he he has a solution for this problem and probably he wants to close completely till early so now what happens is that if Peter closes this task a little early there could be additional tasks which can fill the schedule in case if there are new tasks coming in those can also automatically fill in the the intervention of dispatches is completely taken away and this can happen automatically behind the scenes right we also saw that dispatcher was notified about what the technicians are doing in the field right so now let's say that um Twitter completes the work order task right now this will get automatically updated and what will happen here is that the work order task got completed and the in case if there can be new tasks which can be scheduled assigned it will get automatically reflected in the schedule right now if you saw immediately the schedules got updated as the dispatcher there was no intervention the system automatically took care of readjusting the schedules because Peter completed the task early now the task moved so we were talking about that that hyper vigilance that hyper focus of the dispatcher here the system eliminated or reduced the the amount of vigilance right because it automatically reacted to the changes that occurred in the field and it even added found a new job it could add because of this early completion thank you yeah okay consider then um yeah so I think summarizing this so we saw the real-time updates going to the dispatcher and in case if the technicians make some updates earlier then also the system automatically adjusted right so now let's see one more use case crew operation so as we know that dispatchers do assign tasks which require a single person or multiple persons right so let's take a scenario where a dispatcher wants to create a crew of and then there is an option to select a cruise and let's try to select let me try to refresh this and we can see all the crews and the technicians when I'm just trying to refresh it let me try to refresh my dispatcher workspace just just don't know yeah so we saw that uh Ziva handles both technicians and the crews and we wanted to look into a scenario where Zeba wants to assign This Crew task right and say for example if she wants to assign she may just say that okay let me see at what time this crew task has to be assigned and it will say that okay this task has to be assigned at four o'clock and she sees that at four o'clock this um This Crew is not available right now she has an option to create a new crew not going anywhere she can with it be within the dispatcher workspace and she can say that okay click on create crew and the crew should be created automatically um so she can mention what is the crew name here because it was created for our recorder task you can mention here and she can see that okay Patrick is available she can select Patrick as one of the technicians and she can start creating a Chrono so now we say what we are saying is that even though if the plant crews are not available um dispatchers are able to create crew on the fly right and she can add members we can see that there are multiple people required and or it's also equipment required right and in case if she wants to add an equipments you can see that this equipment is booked but there is one more equipment available right so she can add that equipment and this also will automatically update um the availability of the equipment so what Ziva is now able to have is it's not only about the technician schedule she is able to manage she is also able to manage the availability of the specialized equipments and the trucks and she was able to create a crew and dispatch one single work order task to the crew so that Patrick leads This Crew and he ensures that there are some specialist equipments also available all this within the dispatcher workspace um Ziva need not go outside to any other um spreadsheet to for to uh to find out what are the equipments everything is available within the dispatcher workspace itself right okay um so what we saw here is that 0 was able to select a crew task and she was able to build a new crew even when there was the plant crew were not available right okay now let's uh go a little bit uh to the final part we saw that Ziva had some suggestions to the administrator right um that few things can be changed and probably like Ziva a few more dispatchers have given some feedback so the administrator can configure things for the dispatchers so that they can see more information and we also saw that how to better balance that was also one of the feedbacks so now this goes to the action of the um of the administrators so say for example let's say that the dis the administrator wants to First address he was concern about a load balancing so what the administrator can do is that this is the dynamic scheduling configuration page where um for for a particular criteria what are all the criterias we will be using so for this task filter there could be a list of work order tasks which match this condition and how do we want to assign these tasks right so for that this is the set of conditions and what the administrator has done is already created a matching Dimension which is a simple Dimension which says that based on the number of work order tasks assigned I want to give less preference to the technicians so they can simply said okay the Lesser schedule technician should be given preference and also if they want to change the weightage the administrators can change the weightage also right so now this is changed and also the there were more feedbacks right so the admins can go to the dispatcher workspace configuration where they can say that they can set some additional information say for example on the power fields in the dispatcher workspace we saw the task card we saw the calendar panel right or what if they wanted to include one more information right like one there could be multiple right say for example let's say that work type is something which the dispatchers wanted to see on the task cards right so we can select work type and this is this can be visible always and we can set this is a value and we can save this like this there are multiple configurations which the admins can do for the dispatchers they can configure what colors they want to show on the dispatcher workspace what information they want to see on the card even the icons they want to see what icons they want to see based on the work type everything is configurable so now things have been changed now let's go back to Ziva and see how the changes are reflecting second I will refresh this page so you are showing all these different areas that you focused on the cards on the left the cards that display in the middle um and that you can you can make all those different changes whether their field level changes or or other areas and that's really powerful yep yep so if you see you know we included a work type and we can see that the work type field is here in case there was an information available in the work type data will be visible here so just a sample um all this information can be available made available we can configure what information we want to see here what additional data we want to see on this everything the admins can quickly configure right and uh this is one feedback let me show you another feedback which the administrator corrected for the dispatches so we selected one task here and let's say that these are the list of PM tasks and now based upon the new changes previously the task was getting assigned to Patrick because Patrick was at that location but the feedback what the dispatchers gave is that we know that reducing travel time is an objective but at the same time we also want to make sure that uh we want to give more tasks right so now by the new changes now the task goes for a load balancing now the task is suggested for Chris Martin instead of tell Patrick okay so um just recapping that this the feedback came from the dispatchers like Ziva the administrator quickly made changes everything is immediately reflected within the for the dispatches and Things become more productive so thank you rob for giving this opportunity probably I took a few more minutes but no that's fantastic I'm impressed I'm like you we've got a lot more to go through you packed a whole lot in that time so thank you very much um I want to review what we've discussed today I've got a couple follow-ups and then we've got some q a that we want to get through so of course we discussed the role of the dispatcher and their challenges so we based on that we went into the dispatcher workspace and did an overview demonstration talking about how we're consolidating uh we're creating a more Consolidated UI that that Bridges all those different data sources and we showed how the dispatcher can actually go in and manipulate the dispatcher workspace to display or hide different um objects to create their own filters to find data easily vasanta then showed the automatic scheduling capabilities that can be run at different intervals and he showed the intraday schedule optimization in his scenario technician had four jobs completed one job an hour and a half early so instead of having an hour and a half Gap that the dispatcher would have to see somehow and say oh I've got to fill that the system actually took over and determined re-optimized for that technician maybe there is we shifted everything left and we added a new job for them right that really made life a whole lot easier and less stressful for the dispatcher uh vasantha also showed through related work and in his scenario um there wasn't a crew available to meet the needs of the task at hand so the dispatcher was able to easily go in and Define a new crew build a new crew on the Fly specific to that job an ad hoc one-time use crew and then the last thing he did was he went in and he uh configured from an admin perspective he created some scheduling rules based on feedback from some of his dispatchers to better load balance um the scheduling algorithms uh and and he also went in and added some fields to some of the whether it's a hover or whether it's the the field that displays in one of the cards so there are a lot of different options on there so we went through a lot based on that what should we focus on next well to get started you can activate these plugins and there are other plugins besides these but um these are a few of them that we showed of course the configurable workspace and dynamic scheduling but intelligent task recommendations crew operations and resource scheduling these plugins will make it easy for you to follow along if you review this and kind of walk through the the demo yourself you can also go to our system documentation and it will show you in great detail how your organization can learn more about the dispatcher workspace and the setup and then I would suggest when you get the replay the link for the replay walk through these Flows In your own instance um just wanted to remind you of this documentation I talked about the detailed documentation there's a lot of sub sections underneath this as well we've got the link here for the documentation first again we have the the link that we added to the chat earlier about the schedule for upcoming webinars I also mentioned that June 20th we have another field service webinar specifically focused on the technician experience and configuring the experience for the technician um and then there is also and I'm not sure if we can add this um to um Harriet maybe maybe you can grab the uh the playlist uh link and add this here as well there's a YouTube FSM playlist you can scan this barcode and it will bring you directly to it but it has a number of video shorts that are you know one to four and a half minutes long um there are some more detailed ones um in fact we're gonna probably post this webinar on here as well as the community as well uh thank you Harriet for adding the FSN playlist uh Link in the webinar chat so this is an another area where you can review maybe more specifically on things like equipment scheduling or that contractor capacity planning or that crew builder in in a little bit more detail so that's what we were planning on showing today I hope you found value in it um I hope you got what you were looking for out of it you will get the follow-up survey please uh be brutally honest I was hoping to see this um or you spent too much time up front and not enough time in the demo we need more visanth talking less Rob talking I'm fine with that I've got thick skin so um there looks like there may be one more question in the Q a is there a possibility for a dispatcher to track the parts ordered for a technician in the dispatcher workspace is there a possibility for the dispatcher to track the parts yeah there are a couple ways that that happens um based on the way your workflow is defined that task might not even be available to the dispatcher to assign until um the parts are available um um so that that would be one workflow to do that um any other thoughts on how to answer that yeah I think uh you answered it correctly so yeah that's the option to do that okay and then there is a follow-up to a question um we're using a third-party company field Nation Work Market so they're not contracted to us we don't have control of their schedules um just provide an ETA of when they can take the job um vasanta looks like you're starting to answer that so I'll I'll let you go ahead I'm just typing it but uh what I was trying probably I can speak it out so yeah so using our contractor management functionality it's like as Rob mentioned that uh um the contractor companies can just say that okay what is the um the capacity or work they can do like you're saying that um 10 hours or 10 tasks per week and based upon that um contract agreed between the contractors and the OEM the task will be just scheduled to them so um instead of a third party tool now field service application the service now field service application will make sure that those contractors are properly tracked so that you can see how many tasks are assigned to them and even with the mobile experience it becomes more more integrated whenever the contractor agents are dispatched to the customers um they get to know what um what what time they arrive the last mail experience So within your with our application the contractor management application you should be able to track your contract as much better excellent all right uh thank you vasanth I know we are at the top of the hour so I want to thank you again all for joining please follow up with uh the survey um and uh let us know if you have any further questions looking forward and join us on June 20th for the next webinar thank you all