Course Summary
You will gain skills like:
• Define Field Service
• Identify the types of Field Service and the four Field Service models
• Identify Field Service Management process lifecycle phases and personas
• Create Work Order Requests
• Qualify Work Order Tasks
• Describe geolocation and its benefits when using ServiceNow Field Service Management
• Create and manage team schedules and skills
• Dispatch Work Order Tasks
• Update and close Work Order Tasks
• Summarize Field Service Reporting and Performance • Analytics capabilities
Module 1: Introduction to Field Service Management
• Welcome to Field Titans!
• Field Service Management Overview
• ServiceNow Field Service Management Infographic
• Field Service Management Personas and Roles
• ServiceNow Field Service Management Process
Module 2: Work Order Initiation
• Work Order Initiation at Field Titans
• Workflow States
• Work Order Initiation Process
Module 3: Work Order Qualification
• Work Order Qualification at Field Titans
• Work Order Qualification Process
Module 4: Scheduling and Dispatch
• Work Order Scheduling and Dispatch at Field Titans
• Scheduling and Dispatch Personas and Key Features
• Scheduling and Team Management
• Scheduling and Dispatch Management
Module 5: Delivery and Confirmation
• Work Order Delivery and Confirmation at Field Titans
• Delivery and Confirmation Personas and Key Features
• Field Service Agents Infographic
• Review and Perform Tasks – Desktop
• Review and Perform Tasks – Mobile
• Time Reporting for Field Service
Module 6: Analyze and Improve
• Analysis and Improvement at Field Titans
• Field Service Reporting and Performance Analytics Overview
Module 7: Field Service Management Process Simulator Request a Lab Instance
• Instance Help
• Field Service Management (FSM) Fundamentals Simulator – Introduction
• Initiation: Create a Work Order using a Work Order Template
• Initiation: Create a Work Order without using a Work Order Template
• Qualification: Qualify Work Order Tasks
• Scheduling and Dispatch: Dispatch Work Order Tasks
• Delivery and Confirmation: Accept, Start Work, Record Time, and Close Tasks
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