ServiceNow Xanadu release brings a number of new features for the Field Service Management module and several “quality of life” improvements. Let’s have a look at the most important changes and updates in detail.
Creation of Opportunities for Field Service Agents
One of the main features that caught our attention was a new addition to the Mobile Agent application. It allows the field agents to create opportunities directly on location from work order tasks. Moreover, it gives you access to search and review existing opportunities. So, how does it work in practice?
Once necessary plugins are activated and you set your Field agent’s role as ‘technician sales’, they will be able to see and create new opportunities from the “Related” list of work order tasks.
After submitting the opportunity, the field agent is able to add further product offerings or assets and attach them to opportunities.
Being able to directly create sales opportunities for service products or assets, which were identified during field service visits is a fantastic addition. It will have a significant impact on the organisation’s performance and sales.
Field Service Quality Management
One of the new features that came with the ServiceNow Xanadu release is the Field Service Quality Management, adding another layer of quality assurance. This tool will be interesting mainly for clients who wish to either uphold their quality of delivery and data in the instance or those who want to raise their standard and improve on it.
In practice, it works rather simply. Once the field agent closes his work order task and certain configurable conditions are met (e.g. task was “installation”) then the task would be soft-closed and the review of a person with the Reviewer role would be requested. After that, the Reviewer can review the work order and communicate feedback to the technician. Afterwards, the work order can be either closed by the Reviewer or additional information can be requested.
If there is a missing time worked entry, information regarding installation, or some part of the process was not handled as expected, Field Service Quality Management ensures that the feedback is communicated to field service agents and ensures that tasks are completed with a high standard.
As there is no closer interaction with customers than within field service management, customer satisfaction is a key component for success, and Field Service Quality Management is definitely going to help with keeping it high.
Note: A separate subscription is required for this product, for more information contact ServiceNow.
Marketplace Enhancements
In our last article related to the Washington DC release and FSM, we focused on the new feature – Marketplace. It’s a great tool for enhancing cooperation with your contractors and creating a marketplace for work orders.
ServiceNow Xanadu release brings a series of improvements to that feature, such as:
- possibility of setting up filters to help us identify tasks that qualify for the marketplace.
- an option to automate the process of pushing tasks to the marketplace;
- creating the request automatically, including eligible contractors based on our criteria;
Agent Relocation & Flexible Work Locations
One of the other enhancements worth mentioning in the ServiceNow Xanadu release is a new Agent Relocation tool. It allows the planner to relocate the agent temporarily to other suitable locations depending on the needs and flexible work locations – those can be adjusted based on the criteria, e.g. days of the week.
The Agent Relocation tool will significantly reduce the manual effort involved in tracking and managing temporary resource relocations and the flexible work locations feature will improve scheduling accuracy by calculating travel times based on the agent’s start and end locations.
Conclusion
Overall, the ServiceNow Xanadu release delivers a range of valuable enhancements for Field Service Management. From empowering field agents to create sales opportunities on the spot to ensuring high-quality service delivery through quality management, these updates streamline processes, enhance efficiency, and ultimately contribute to a better customer experience. The Marketplace improvements further optimise collaboration with contractors, while the agent relocation and flexible work location features add flexibility and accuracy to scheduling.
If you want a demo or more details about what can ServiceNow FSM do for your organisations, get in touch with our team.