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.
Course Prerequisites
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
What you will learn
- 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
Additional information
It may take two to three business days for course credentials to be provided. Please also note that a Now Learning account with ServiceNow is mandatory in order to use this course. Account details for this are obtained from the customer after the order has been placed.
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