Field Service Management Implementation

This course is designed for Implementation Specialists responsible for setup and configuration of ServiceNow® Field Service Management application and related functionality. A combination of recorded lectures, demonstrations, topic debriefs, hands-on lab exercises, and knowledge checks helps learners develop relevant skills for successful field service management implementations.

Mandatory Prerequisites:

• Field Service Management (FSM) Fundamentals

Recommended Prerequisites:

• ServiceNow Platform Implementation (Instructor-led or On Demand)
• Flow Designer: Create a Flow
• Flow Designer: Create Sub-flows and Actions
• Field Service Part Sourcing and Transfer Fundamentals
• Dynamic Scheduling Fundamentals

• Identify implementation stakeholders, resources, and contributors to success
• Validate foundational data and relationships (locations, groups, users, customers, accounts, contacts, stockrooms, products, assets, etc.)
• Recall geolocation capabilities, benefits, and configuration options
• Configure field service business process lifecycle, state flows, assignment methods, and add-on settings
• Configure a work order approval workflow
• Configure work order and task form views
• Leverage work order templates to streamline work management activities
• Create a questionnaire using survey designer
• Create and manage skills
• Assess skills calculations and configuration options
• Create advanced maintenance plans and schedules
• Evaluate scheduling and dispatch capabilities
• Configure scheduling and dispatch tools for optimal experience
• Inspect the dynamic scheduling configuration, process, and calculations
• Configure dynamic scheduling to solve for specific business requirements
• Assess the part sourcing and transfer process and configuration options
• Automate transfer order line task assignment using flow designer
• Configure time recording categories, rate types, and time sheet policies
• Configure appointment booking services
• Create a targeted communication
• Configure contextual search for knowledge
• Evaluate key considerations for implementing field service mobile
• Evaluate customer experience capabilities