all right I am going to get started I know people will be joining um while we're in progress but uh there's a lot of content to get through so um good morning good afternoon good evening my name is Rob Schaefer product management director for field service management at service now we just went live with the Vancouver release of field service management of everything in service now which is really exciting um and there's a lot I I'm really excited to share with you today so for today of course um we have our Safe Harbor uh notice for any of our forward-looking statements I'm talking about today I'm presenting about uh things that have gone live in this current release but maybe based on some questions there may uh arise some forward looking statements so uh I'm I'm placing the Safe Harbor statement there as well um this is part of our live on service now series of webinars um maybe that's how you decided to join us today but um you can uh take a photo of that um barcode on the right um or I believe we're going to post in the chat the the direct link to this as well so that you can sign up to be notified and and see what the upcoming events are as well few housekeeping items um we we are going to try to leave some time for Q&A um so please um enter them enter your questions in the Q&A um icon um we're recording this we will follow up we will share this on the service now Community um as well as my slides and then after the session is over um we're going to have a survey that goes out to you please please please please fill those out we want to know um what you thought what you'd like to see what you know was there a disconnect um with what our messaging was and and what you looked to get you were looking to get out of it um you didn't like the presenter any of it all that feedback is important hopefully that last one doesn't come up however all right so I'm going to get starting started with what's new in our Vancouver release as well as our q323 store release um we are placing these in three buckets one work scheduling and planning the second job execution and third Resource Management so you can see that there are a number of capabilities but I want to get right into them so we're going to start with work scheduling and planning the first is intraday optimization and this is related to um our schedule optimization capabilities it allows an organization to run optimization inaday optimization um throughout the day in as frequently as every 15 minutes so as new work comes in as a job that's supposed to be an hour long stretches into two two and a half hours we can run optimization to make sure that those schedules maintain their efficiency not only that but we also notify um the dispatcher that this particular uh group is undergoing optimization so maybe this optimization uh is process is running right now for the next few minutes so don't make any uh manual adjustments but the focus is on maintaining a highly efficient and optimized schedule throughout the day so I'm going to show you a quick demonstration of that as well today we'll talk about the shle optimization indicator on dispatcher workspace Whenever there are certain events such as an agent is on PTO or there's a cancel task or agent is running late or even there's a high priority task you can can kick in the intraday shle optimization job when the shle optimization job is run from the back end and you can set the interval for how long you want to run the job for or what frequency rather you would have the shed optimization indicator shown on the dispatcher workspace this is a demo of shedule optimization indicator on dispatcher workspace to demo this particular functionality have impersonated myself as Alisha was an agent and one of the triggers for triggering the intraday sh optimization is to create a a time off event so I would create a time off event for the day for today the name is PTO the type is time off for the entire day and I'll save this event and once you have this event created you have you have a manual job a job that runs the back endend which runs every 15 minutes you can configure the number of minutes that you want to for the intervals but for the scenario I would go ahead and have this job triggered manually for that I I have to imperson myself as an administrator and I go to sh flow designer and this is a job called intraday jobs and I run this particular job once I run the particular job I know I log in on the dispatcher workspace as Le AR and I would see the optimiz in indicator so this indicates that the job is being run at the back end and you would have the data being populated after the job is run thank you all right um the next capability is within dispatcher workspace we've exposed a new uh contextual side panel U and that allows us to um minimize clicks provide visibility to key data and I can expand or collapse that um as necessary but it's contextual in that depending upon what you select what type of Records you select different data so I've selected a task I click on the task and it will show the task in the right panel or the uh technician in the time panel not only does it do that but um it gives me visibility into things like uh their current schedule their phone their email the me tricks that they've um achieved um and uh allow me to take action on that that data the next is group metrics so similarly I mentioned on that contextual side panel being able to see the metrics the performance for that technician but you can also see it at the group level so here's my NorCal technicians and across that entire assignment group I can see their performance same with the sunny Veil technicians so let's zoom in on that here I can see uh Alex's uh metrics that have been exposed as well as that assignment group's um metrics and we're going to take a look at all these features combined in a short video in a moment the next is some mapping capability so we have um uh improved how the workspace maps are rendered um and so here we have visibility I've selected an individual technician and shown their route so I can see where they started the path that they're going the arrow shows directionality their next stop their directionality Etc and then I can take action on that right I don't have to toggle to other screens um I have the ability to um view that map and expose additional options maybe I want to see um other AG agents or Crews or assets or tasks um on that as well so I can expose other options you may also notice that contextual side panel is available even when you're in a a a hybrid or a full map view as well so let's take a look at this in practice hello today we'll talk about the dispatch of workspace usability improvements in Van one of the changes that I brought about is the contextual side panel so contextual side panel support a dispatcher to visualize work schedules agent details to show related tasks and also some other requirements that I such as skills and other other aspects that you need so CSP is also one of the ways that we migrating from popo so if you have click on the workout task info and I can see the details of the work task I can see more the location the schedule start and the skills required and I click on related I can see all the sibling task related to the particular work task and now if I click on the agent info I can see more details about Alish um her location her skills and the metrics and you can you can configure some more values into it and we also have a capability to show contexual side panel from the map so I'll switch to hybrid view so we have more Contex so in this case this is the I'm showing route for TR tayor and I click on trailer click on this particular location I can see what are the tasks for that particular location and and I also have a capability to take overflow actions such as open record go to an assignment window or assign and the next capability that we have brought about is is the toolbar a toolbar is is a particular location may we want to place in all the frequency frequently used Global actions such as one of the action that we brought about is collapse task panel so if you collapse a task panel you would have all the task panel collaps this is only a resource view where you could just focus on resources and if you want to reassign tasks between resources drag and drop our focus is on the task on resource View and then you also have the capability to choose the groups from the global level so this enables you to filter down to your groups that you want to work for that day or for your time period and this I've selected three different groups so once I select these groups and once I check out you would have those values reflected and then this is the this is the hybrid view that you have where you can see what kind of view that you want to the map view that you want to see and we also have the capability to to filter down on the agents or tasks so in this example if I want to Only See tasks or only agents I can probably filter on remove the task CH panel and I can see the agents that are there in this two locations and the next capability that that I want to talk about is the metrics so we have brought about metrics metrics gives more context on from a data level on to see what exactly is happening on the field and gives gives more powerful insights so for from out of the box we're shipping five different metrics one is the number of tasks and you have metrics both on group level as well as on the agent level so over here we have the the metrics that are being displayed is the number of tasks the work duration for that group for that day the travel time utilization utilization is travel Plus work time by shift time and also productivity and you also have this on the on the agent level so if you click on Alex raay info icon you will see the number of of tasks that is there and the utilization and the productivity value for alexr all right now if there are any features that you see while I'm giving the presentation that you particularly like see value out of um please chime in um put that in the the the Q&A uh comments as well the next is uh Dynamic task bundling and in previous release we supported the ability to bundle tasks maybe there are three tasks at the same location do I want to send out three separate resources and three separate days uh maybe I want to bundle them all together and reduce the amount of time uh reduce the travel uh combine them all into one master job so um now we're supporting instead of the ability for you to manually create those bundles now we allow you to define the rules to say under these conditions a automatically bundle and schedule this type of work so um you may also notice the ability there's now a checkbox next to tasks so you can select multiple tasks and take action maybe Auto assign or maybe you want to invoke a bundle on that or you want to um open all three of those records or however many of those records that would like so let's take a look to set up bundling we need need to Define our policies our rules and our schedules as found in Dynamic bundle Administration while there are many further details to show they wouldn't fit into a three-minute demo so this is pretty high level first let's look at the default policy within the policy we can Define the minimum and maximum number of Records to be bundled we could also Define the maximum duration for each bundle that gets created underneath we've created a series of rules we've delivered these rules the most obvious one is for tasks at the same location but consider tasks in the same territory are those that require a specific piece of equipment like a lift truck or a drone let's drill in on the rule for tasks that are at the same location within the next 30 days so that we can see the conditions that have been defined here we can see the grouping conditions that have been created that are specific to this one rule you can get very granular in those conditions next we need to define the schedule for the frequency to execute and create bundles what is the recurring intervals for this are we running it daily uh hourly Etc finally you can Define qualif fires including assignment groups and territories against which we run the policy now when I click bundle now all the rules will be executed and if we've created a schedule bundling will be executed in the background however when I click bundle now I can see a log of what was actually executed here I can see the bundles that have been created this first bundle was created with eight tasks while another bundle below has been created containing 10 tasks that's what happens when the bundle's scheduled or when we click bundle now however we can also invoke Dynamic bundling when we Select Auto assign to apply active and eligible bundling rules and here we can see the result in real time all right right so similar to the dynamic um creation and scheduling of bundles we have the dynamic creation of Crews and the dynamic scheduling of that crew related work so in previous releases we supported Crews and you know you would have to uh hunt around to find the right resources to make up that crew not just the people but sometimes equipment as well um and of course you can still do that manually but for many organizations it's really painful to navigate and find who's got the right skills the right parts um uh the availability to to map out all the needs of that uh crew makeup so we want to reduce that effort we want to uh create that crew dynamically so let's take a look creating ad hoc crws is a painful aor prone and timeconsuming process here we have three crew tasks let's select the first one to review the old way we can review the resource requirements for This Crew task we need a supervisor a forklift forklift operator and HVAC technician see how the dispatcher manually creates the crew he spends his time searching for identifying the agents and equipment to create the crew first we select the crew leader and then we find and add the appropriate members that have the right skills our forklift operator and our HVAC technician and lastly we add the necessary available equipment and here you can see the resulting crew assignments that's the old process as of Utah but we've significantly enhanced the process now in Vancouver we've completely automated the crew creation process itself allowing dispatchers to focus on on other critical activities let's look at this next task and the resources that are required similar to before a supervisor forklift forklift operator and an HVAC technician let's change the date to Monday so you can better see what's happening with the Vancouver release I can select auto assigned from the task and a new crew is created for the task and upon confirmation the results are updated on the dispatcher workspace and further drilling into the record that's assigned shows the expected updated data the actual assignments for this task so one last time we can do it again this time for simply a crew with no equipment requirements in fact the only requirements are for two Warm Bodies no special skills needed again we Select Auto assign and see the results reflected on the dispatcher workspace and that's how we support Dynamic scheduling of crews in the Vancouver release excellent so that was uh part of the the scheduling um and operations uh capabilities hopefully you uh saw some value in those you're excited by those as well um next I want to talk about Job execution how we support the technicians in the field how we continue to reduce the administrative burden on those resources the first thing I want to talk about ties into what we just saw with Dynamic crew creation we've enhanced the ability to um support our crews in the field that gives crew leaders the ability to add and uh adjust resources maybe um Fred was um assigned as part of this crew and this job is three hours long but after the first hour we decided we don't need Fred and his skills anymore so we're going to release him so now he goes out and he's available to be assigned to another piece of work or pull jobs from his schedule forward similarly we can add um or remove equipment uh that is required for that work as well let's uh see what we've done here quick demo of the mobile crew leader flow is coming in vancou I've logged in this bremma who's a crew leader going to my Crews bremma Fred can view the various Crews that he's a part of going inside the installation crew he can view the members the equipment and the tasks that have been assigned to the installation crew from the members bremma Fred knows that Desmond Paul will no longer be available so he can mark them Mark him as inactive and add Chris Martin to the crew and also add additional equipment by scanning the equipment identifier for the bucket truck going to the task bremma Fred notices that antenna installation task have been assigned going to the related section for resource requirements you can view that there's a resource requirement for three antenna installers and two have been assigned so far so he like to add one more adding T Patrick to help out and for the other requirement which is a bucket truck we already have the bucket worku assigned with all the requirements met accept task start work and during the course of the task BMA now can release any resources that are no longer needed during the task so premare will release Patric T and the actual work end will be captured accurately uh this completes the demonstration thank you all right the next is mobile part swap consider um a scenario where we're um uh we're we're addressing an issue on a server and we need to swap out a component on that server right um by swapping it out out of the box previously you would need two transactions one to remove part and then another transaction to replace that part or put a part in its place but we're not we weren't doing anything to maintain the Integrity the relationship um that this transaction uh the removal transaction tied to the replacement transaction so we're making this easier as of the Vancouver release um to in one transaction both do both the removal and the addition of that new uh part we also automatically move the used or the defective removed part into a defective status into the technician's inventory we'll do a quick demo of the mobile path swap flow coming in vancou I've logged in his alray and lray has been assigned a task to replace a medical ventilator once it's accepted start work and Alex we can now report the part swap in the parts to be swapped Alex can see the medical ventilator as well as the power adapter that can be swapped he selects the medical ventilator by default the parts status of the removed ventilator will be defective and can be changed to available if it is a good part the drop of stock room is also selected defaulted based on the preferred stock room setup and Alex we can specify the the part that has been replaced we'll now try to replace the power Rector using the scan flow review and submit the parts used lists have been updated as well as the parts removed lists have been upd dated going to the inventory LP going to pass drop off Alex can can view all the parts that have been removed and have to be dropped off to the drop off stock room uh this completes the demo so not only did we um streamline the manner in which that um transaction that swap transaction occurs but it automatically updates the Pudo the pickup drop off uh list with that with those defective components so making sure that we are driving inventory uh compliance and integrity the next is a a really big deal playbooks have been available on the platform and even in in field service management uh for a while now however U field service management is the first to update and expose Playbook capabilities on the mobile um so think of um that Playbook as a way to guide your technicians through processes and if we can do that that means maybe I can deploy new technicians newly onboarded technicians to the field that much faster and give them more confidence in in the field because we're guiding them through that process so you can take the playbooks that you've built and you can make them available to the mobile but beyond that we've delivered an an outof thee boox playbook for work order task debrief playbooks can guide technicians through the debrief process they can access mobile playbooks directly within the agent app by selecting a work order task the playbooks can be launched within a task that's already work in progress by clicking the ellipses in the upper right hand corner or from my tasks you'll see launch playbooks as an option if the task is already work in progress here we can see all the sections of the Playbook we can see that none of these items is complete so we select troubleshoot to access the knowledge base for the task we can either browse knowledge Mark the task as complete or skip it all together let's select browse the knowledge base as you might expect we can see relevant knowledge articles and mark them as useful or comment on them and when done we can mark this step of the Playbook as complete which brings us directly to the next stage to focus on part requirements if not are needed we simply skip but let's create a new part requirement and upon submission the request appears in the list when ready we can start consuming parts from our own trunk stock SLP personal inventory note that we have the options to scan one or more parts to document the transaction or we can simply swipe to consume we Mark as complete and then may wish to similarly remove parts we can also document the time worked and upon completion or submission of that we may record expenses or incidentals that are related to the task and at this time we're ready to close the work order task note that even after the task has been closed we can see the details via the Playbook and upon viewing mobile Playbook capabilities our customers have commented on how this enhances their ability to deploy technicians to the field more quickly to guide users through debrief and enforce compliance to deliver a assistent service process and improve data Integrity note that this is the Playbook that we're including out of the box for a customer who may have FSM professional and those customers can design and deploy their own custom playbooks to meet any specialized field service workflows so think on this um while we're delivering one out of the box for uh standard debrief and you might tweak that to support your own process what if you have custom scenarios for uh a new product launch we need uh uh to make sure everyone's conforming to the same installation process um or what if we have a product recall we might want to make a Playbook specific to that type of work to document conformance and compliance to the steps related to that recall so you may have different um playbooks based on the different types of work that are being performed hopefully you see Great Value in this hopefully at least one of you puts in the Q&A um while this is a a you know really important gamechanging uh capability hint hint please someone all right the next is the contractor app the contractor mobile app came out a year ago um but we've continued to enhance it supports all the offline capabilities but what we did was we um exposed inventory capabilities for our contractors now as well and we expose the questionnaire capability a lot of times when you hand work over over to a contractor that's a degree of separation and you've lost some level of control however by giving them U visibility and and access to invent document inventory transactions to request um part requests uh uh to perform part requests to document your safety checklists and questionnaires now you're maintaining a little bit more of that control um over the process over the relationship over the quality of that service so I want to show you what we've done for contractors we continue to enhance the contractor mobile experience on the agent app first we allow them to search by different criteria I can can search for the description to locate the work order I'm looking for and with the results I can open the task and I can start my work a big enhancement for contractor mobile processes provides contractor technicians with access to their own inventory trunk stock and warehouses they have the ability to manage Parts against a work order from the mobile app they can document part removal part consumption and can add part requirements they now have access to pickup and drop off lists and can even execute part transfers once I complete a part transfer you can see my inventory account has been updated I can see both my available stock as well as defective stock and I can add my defective stock to my drop off lists selecting the appropriate stock room from my work order I can now continue to manage parts and create any necessary part requirements and now that my part transactions have been completed I may need to document some of the debrief via a questionnaire like much of our functionality questionnaires are available offline as well so you can see we've added significant functionality to enh enance the contractor mobile experience with the ability to search for data to update and manage inventory processes and support questionnaire functionality all right hopefully that's a wow for you um to me um you know being able to maintain more control over our contractors is a really big deal and something uh our customers have specifically asked the next area is resource management and with Resource Management I want to talk about some of the enhancements when it comes to our territory planning capabilities um so just as within dispatcher workspace we've exposed that contextual side panel we've done the same thing within our territory planning uh workspace but beyond that we've exposed dashboards kpis and heat Maps right so we are giving uh visibility to Greater data um giving visibility into density uh of different types of Records like maybe assets or work orders being able to um compare different uh teams and and view their their kpis um and service performance across uh the territories as well here I've logged in a St Baka a territory planner who wants to analyze the trends within the San Diego territory and then take necessary resourcing de ises so the user navigates to San Diego territory and then clicks on the territory boundary which opens the contextual right panel that allows users to view territory summary and related information such as agent and crew data if you look at the kpis you can even notice the trends such that number of open work task is an upward Trend now in order to select what details in KBS you see you go to the gear icon in settings and then select what kpis or details you want to uh display specific to kpis you can even select the range of date during which the information will show we have also modified the way users can display the overlay data on the map user can use the layers drop down to select a particular overlay that he wants to impose on the map for example here I first select agents then it starts displaying the agent data similarly assets and and crws are all selectable l in addition we've added the capability for users to also generate heat p on the map so for example uh you can look at work out a task as a heat map on the map which displays the density of how work order task are located within the another key change that we made to the territory planning console is for users to have the ability to look at individual data points and collocated uh data points data in the contextual right panel so for example if I click on C Christina Harper I'm able to view Christina's details and then uh I can navigate uh to Christina's uh record in workspace uh using this hyperlink uh I can look at Pin summary of a collocated icon here in this case uh these are all the assets uh that are collocated at the location similarly I can uh look at uh another pin which displays the list of agents and assets together that are corated at a place a territory planner might want to change the home location of an agent uh he can easily do that uh using the functionality here for example I want to change the home location of re SE as st's called uh I can click on edit location and simply uh drag the PIN to another point where I want to move the home location to which gives me a new location and I can press on update to save the location one other enhancement that we have done as part of incover is to bring the dashboards experience within the CSM FSM configur work space uh one change that we have done uh to enhance the experience on dashboard is now you are able to not just select one territory but you could select multiple territories together and then uh view their information in context of uh the KPS that you're looking at so if I press apply I'll be seeing data for col all right the next is planned Work Management enhancements so that is uh encompasses not just prev of Maintenance but recurring schedules um and within planned Work Management we support a we've delivered a planning calendar which is a workspace view which again means that you can have your contextual side panel um that shows the um the different levels of work um it might be a schedule versus a work order you may create a work order from a schedule schedulable event you may um take action maybe you want to suppress one of the tasks maybe you've got some overlapping tasks maybe there is a uh a quarterly event and an annual event that fall within a 30-day window and maybe the annual event um takes care of the work that's performed in the quarterly event so they can all be done in the annual event you may have suppression rules that either a automate the suppression of the quarterly task or you can manually make that determination as well you also May notice the calendaring so here I can look out at a year at a time or there are different uh parameters so you can Define you know daily weekly monthly whatever those uh parameters are as well the planning calendar is part of the CSM FSM configurable workspace supporting maintenance managers and their planning efforts we start with the landing page for maintenance managers which showcases some of the reports that guide their work but note the new calendar planning icon and here we can see those entities under maintenance whether they're assets install base items locations sites uh patient names and identifiers note the different icons we see the record on the left has a meter icon versus the duration icon on the right also note that we aren't currently looking at work orders but rather schedule occurrence records consider these placeholders that tell the maintenance manager that a work order should be generated here and it's important because it provides insight into potential work far in advance without actually creating work orders the first schedule occurrence already has a work order created for it while the ones on the right do not we can search for for a specific asset or device or item and see its schedule occurrences we can also view our records that are grouped by different criteria by plan by model by location first let's look by plan and then we'll look at the grouping by model and then again by location this AIDS in my decision making now I can look at the schedule occurrences or the work orders are both but let's look specifically at work orders that have been generated for the schedule occurrences I can see the work order detail in the contextual side panel I can open that work order I can view it as a schedule occurrence as well as you might expect we offer multiple calendaring views daily weekly and two weeks however we'll offer more views in the subsequent releases now let's jump ahead by a few weeks and we'll find an asset with overlapping events this asset has two different uh perhaps one is based on a monthly schedule and the other on a weekly schedule so we might not want multiple work orders to be generated in this case because perhaps the weekly maintenance event has work or tasks that will be completed as part of the monthly event of course we can manually cancel or we can create suppression rules to automate when to prevent the generation of a maintenance work order due to these overlapping actions so here's a suppression rule for a maintenance plan we're defining that if the weekly maintenance intersects with the monthly one within a 5day window perhaps then we should suppress we should cancel that weekly schedule and prevent a work order from ever being generated for that Weekly work so in case you're not following me let's look at what happened out on the schedule the weekly schedule occurrence shows that it's been fully suppressed we still have a record that it was going to generate a work order but instead it was suppressed to be fulfilled as part of the monthly schedule and here we see the monthly occurrence is still in effect in pending State yes there's much more to understand here but one last Point any at any point prior to work being completed the maintenance manager can make changes to schedule occurrences and work orders here we can see how they can cancel the scheduled occurrence or work orders they can generate work orders and view the work orders all right so that is the planning calendar as of the as part of the planned Work Management release those are the capabilities I wanted to show you um we're going to open it up for Q&A in a moment or two so if you have any please uh add them for for us I do want to point out that um most of these videos have made it to the um uh YouTube field service management playlist uh there are now I believe 25 videos out there um in including uh many of what we've reviewed today so uh I believe we have the YouTube playlist link placed in the um uh the chat but you could also take a picture of this barcode and it would take you directly there as well so please uh you know review those and uh give us some feedback on those as well I do have some resource slides there links to places in the documentation um for each of these capabilities and then I've also put together a resource slide on um you know the link to the FSM YouTube playlist and our release notes and data sheets and other updated information but I would like to thank you all for your time please uh look at the YouTube playlist please um you know look at this on the uh the recording on the FSM community and share any questions comments feedback with us uh in the form of that survey or posts on the um Community thank you for your time have a great rest of your day