Name: Modernize field service
Uploaded: 2020-01-09T21:20:10.000Z
Duration: 1 min 24 s
Description: ServiceNow Field Service Management helps complete work the first time, proactively addresses issues, and improves customer experience through integration with the Now Platform. http://servicenow.com/fieldservice

Help Desk

Live Chat

Web and Video Conferencing

Customer Support

Academic Advising

Alumni Management

School Management

Education

Business Intelligence (BI)

Collaboration

Desktop Publishing

Enterprise Legal Management

Meeting Management

Workflow

Enterprise

Accounting

Crypto Asset Management

Merger and Acquisition

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Consulting and Advisory Services

Data Center Virtualization

Fraud Detection

Graph Database

IT Asset Disposal

Infrastructure Capacity Planning

Integration Platform as a Service (iPaaS)

Managed Hosting

Mobile Device Management (MDM)

Network Behavior Analysis

Network Performance Monitoring

Network Traffic Analysis (NTA)

SaaS Management

Security Analytics

Software-Defined WAN

System Monitoring

Unified Endpoint Management (UEM)

Information Technology

A/B Testing

Ad Serving & Retargeting

Affiliate

All-in-One Marketing

App Store Optimization (ASO)

Computer-Assisted Translation

Content Management

Contest Management

Customer Journey Mapping

Digital Asset Management

Email Marketing

Headless CMS

Marketing Automation

Press Release Management

Product Information Management (PIM)

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Call Recording

Customer Communication Management

Customer Relationship Management (CRM)

Quote to Cash

eCommerce Analytics

Sales

Camp Management

Clinical Data Management

Dental

Financial Services CRM

Internet of Medical Things

Loan Servicing

Patient Engagement

Warranty Management

Vertical-Specific

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### Task Management
Users appreciate ServiceNow Field Service Management's task management capabilities for streamlining the assignment and tracking of tasks, allowing for efficient collaboration and organization within the team. The tool's feature of assigning tasks to resources and tracking their status is highly valued for enhancing productivity and ensuring timely task completion. Additionally, the ability to manage incoming tickets, incidents, and service tasks in a cohesive manner adds to the overall effectiveness of task management within the platform. Despite some minor connectivity issues and occasional delays in loading tasks, users generally find the task management functionality of ServiceNow Field Service Management to be a valuable asset in optimizing workflow and task allocation.

### Incident Management
Some users appreciate the collaborative aspect of incident management in ServiceNow Field Service Management, highlighting the ability to involve peers in resolving issues efficiently. However, there are concerns raised about the user interface not being engaging enough and the search functionality lacking sophistication. Despite these drawbacks, the platform is commended for its capability to manage incoming tickets, incidents, and service tasks effectively. Users find value in the tool's ability to facilitate communication with requestors through continuous email threads until resolution, enhancing the overall incident management process.

### Virtual Agents and Automation
Some users appreciate the predictive intelligence and virtual agent features of ServiceNow Field Service Management, citing their usefulness in incident detection and issue resolution. However, there are concerns about the time-consuming process of creating virtual agents and the initial learning curve associated with the user interface. The introduction of Field Service Management's FSM feature has shown promise in automating key processes to address business challenges effectively, although further exploration is needed to fully assess its impact.

Users of this product have found it incredibly useful for managing and resolving field issues. They can easily submit incidents, including screenshots and attachments, and communicate with the requestor through continuous email threads until the issue is resolved. This feature has improved their ability to handle incoming tickets and has made the overall process more comfortable. Additionally, the software helps in automating work tasks, leading to increased efficiency. Users appreciate being able to assign and track task status on the go while at different sites, reducing task management hassle. The software also aids in organizing team structure and tracking the status of each task, resulting in increased productivity and time savings. Users have also found value in creating CAB requests and obtaining necessary approvals using this software. Overall, users find the product capable and enjoy using it, although some may have received limited training on its full potential.

ServiceNow Field Service Management, available standalone or as part of ServiceNow's Customer Service solution, groups key applications and capabilities into scalable packages that can grow as a business's needs change. These include dynamic scheduling, a dispatcher workspace, a mobile agent, asset cost management, and field service contractor management.

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Gold

Free

Bronze

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ServiceNow Field Service Management

Applications that support field technicians and other staff in the field. Typically include scheduling and dispatching capabilities.

Field Service Management

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. For more information, visit: <a href="https://www.servicenow.com/" rel="">www.servicenow.com</a>.

ServiceNow

Modernize field service

ServiceNow Field Service Management helps complete work the first time, proactively addresses issues, and improves customer experience through integration with the Now Platform. http://servicenow.com/fieldservice

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ServiceNow Field Service Management

Overview

What is ServiceNow Field Service Management?