1 Field Service Management Fundamentals
42%
- Field service types, modules and industry use cases
- Field Service Management solution features
- Process lifecycle, personas, roles, and related terminology
- Work order initiation, qualification, scheduling and dispatch, and delivery and confirmation activities
- Using the mobile application to fulfill work orders, record time worked, parts used, incidentals, etc
- Managing agent skills and schedules
2 Implementation Planning
3%
- Preparation activities stakeholders, and good practices
- ServiceNow maturity levels
- Integrations with applications and data sources
3 Implementing Field Service Processes
52%
- Establishing foundational data (locations, groups, users, customer accounts, contacts, stockrooms, assets, etc.)
- Configuring field service business process, assignment, and add-ons
- Configuring work order templates, task dependencies, and SMART Assessment for FSM questionnaires
- Configuring workforce management (agent skills, schedules, and events)
- Configuring preventive maintenance for field service assets
- Inventory management, part sourcing and transfer process
- Configuring scheduling methods (schedule optimization, dynamic scheduling, route optimization) and task allocation preferences
- Dispatcher workspace configuration and settings
- Configuring Appointment Booking services
- Time recording, rate types, labor rate cards, and time sheet policies
4 Implementing Related Processes
3%
- Configuring agent feedback and tracking
- Targeted communications
- Contextual knowledge
- Set up and usage of Now Agent mobile application, mobile offline