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30.3.5
Standalone Application
Field Service Crew Operations extends ServiceNow Field Service Management to support work that requires more than one technician on-site. From Dispatcher Workspace, dispatchers can create standing, ad hoc, or quick crews, set the required crew size and skills — including equipment skills — and assign a crew leader. Work order tasks are then assigned to the crew as a group rather than to individuals one at a time. If a task needs more support after assignment, dispatchers can add resources or resource requirements without starting over. Crew members, including the crew manager, manage their assigned tasks from the Now Mobile Agent app, and supervisors can adjust individual time worked on a crew task when it differs from the rest of the crew. Crews can also be assigned to territories for territory-based planning.
- Create crews — standing, ad hoc, or quick crews — from Dispatcher Workspace
- Add required skills to a crew, including equipment skills
- Set crew size requirements and add crew members
- Identify a crew leader
- Assign work order tasks to a crew as a group
- Add a resource (an agent or a piece of equipment) to a crew task after it's created, if more are needed
- Add resource requirements — agent skills or equipment items — to a work order task to avoid delays after assignment
- Assign crews to a territory for territory-based planning
- View and manage crew tasks in the Now Mobile Agent app, including for the crew leader
- Adjust the time an individual agent worked on a crew task if it differs from the rest of the crew
New
- Field Service Crew Operations is available as a store app, enabling easier installation and updates through the store.
- Access control for Field Service Crew Operations has been updated to improve consistency and reliability of permission enforcement.
Not applicable for this application version.
Field Service Management