Field Service Introduction

The ServiceNow Field Service Management application helps organizations manage work tasks of any kind that need to
be performed on location. Use field service management to match tasks to Agents/Technicians based on their skill,
geographic territory assignments, and available inventory. Agents/technicians can complete assigned tasks and then
record the details of the service debrief, including parts, travel and work time, and even checklists. They can also capture
a customer signature and view/share a PDF of the transaction.

Use Case

Today's use case focuses on technicians servicing equipment at a hospital. We will focus on configuration that allows
end-users (hospital workers) to request appointments to service hospital equipment. We will also configure work orders
from parent records such as a case. Field Service specific tasks include:

• Field service configuration and administration

• Work order task and template definition

• Creating record producers that expedite end user processes

• Managing agent/technician schedules

• Dispatching work order tasks

• Defining part requirements

• Understanding mobile UI configuration

• Executing technician actions within the mobile application

Expectations

Due to time constraints, some of the configuration has already been completed. Please expect today's lab to be an
overview that uncovers the many objects and configurations related to field service. It is best to have a good
understanding of the service now platform, however our lab gurus are here to help guide you through this experience.

Accessing Lab Instance

Instance URL and Credentials
Please refer to the supplemental document for lab URL, user ID and password credentials.

Upon login, you'll be presented with the System Admin Dashboard. It should look like this:
 Lab Configuration
Administrators can set field service management configurations that include or exclude portions of the
request process. For example, you can require a work order to be approved before continuing to the
next stage. You can also automatically assign tasks using auto assignment, a custom defined
workflow, or leave it up to dispatchers to manually assign tasks.

Let's begin by changing some of the system configuration specific to field service.

Field Service Configuration

1. From the Navigator sidebar, type in field service > scroll down to the bottom of the navigator until you
see Administration and select Configuration. Field service configuration with three tabs should appear
on the content side of the UI.
 Assignment
1. Now, within Field Service Configuration, navigate to the assignment tab.

2. Using the drop down change the assignment method for tasks to be "using dynamic scheduling".
 Add Ons
1. Now, navigate to Add-ons tab.

2. Within the Add-ons tab, Scroll to the bottom two options on this page.
3. Toggle on signature capture. This enables the signature capture process for the field technician.
4. Toggle on PDF Order Summary. This allows a field technician to automatically generate a PDF
detailing the Work Order, including tasks, parts, labor, time, expenses, and even the signature that
was captured.

5. Scroll back to the top of the Add Ons tab and click the Save button in the upper right corner.
 Central Dispatch Configuration
Central Dispatch is a great tool to visualize the tasks in your service territory for a given block of time.
Use the central dispatch calendar view to evaluate work order tasks and available agents and assign
tasks by dragging and dropping to the desired agent schedule and time slot.

1. Using the Navigator Pane search for and click Central Dispatch Configuration.

Here, you can see the fields that are listed for each Work Order Task. On the bottom you can define a
color scheme that updates based on the status of a Work Order Task. Similarly, you can define a
secondary color scheme to show the status remaining on the SLA for each Work Order Task. The
SLA color displays as a line underneath the task.

Work Order Templates

Work order templates allow you to quickly create well-defined work orders to automate common and
repeatable service actions.

These templates automatically create tasks and part requirements on work orders for commonly
recurring activities, such as a device inspection or a product upgrade. A template can automatically
generate one or more tasks related to a type of service to perform.

To create a new template:

1. Use the Navigator to search for and click on Work Order Templates. Here, you'll see a list of all the
existing Work Order Templates.
2. Click the New button.
3. From your new Work Order Template, enter the following data in the fields below:

• Name: 1st Level Vive Diagnostics

• Description: Use these steps to diagnose and repair Vive Devices
• Leave the other fields in this section blank.

4. In the Task Information section underneath enter in the Task Details. This is the first task that will be
generated.
5. In the Name field enter Perform Visual Inspection and Replace FloSensor.
6. In the Dispatch Group field select California Dispatchers.
7. Note that you can add one or more parts recommended to complete the task in the Parts and
Quantities field. ServiceNow Dynamic and Auto Scheduling use the part recommendations in locating
an appropriate technician for assignment.
8. Scroll down and repeat the steps above if you wish to add additional tasks.

9. When you have entered in all the tasks for your template, click the blue Submit button to save the
record.
10. At this point, you may be prompted to publish your Work Order Template. Enter the fields as shown in
the image below and click the Publish button.
 Later, when we create a Work Order, we can associate the appropriate template to automatically
generate the task(s) created in the template.

Field Questionnaires
As part of completing some work orders and tasks, field service agents may fill out questionnaires or
complete checklists. For example, an agent might need to complete a safety checklist before starting
work on a task or filling out an inspection questionnaire before completing a work order.

Questionnaire records include some configuration information, such as the condition of the event that
triggers the questionnaire as well as the list of questions included in the questionnaire. The survey
designer tool is used to create these questionnaires.

View an Existing Questionnaire

1. In the Navigator pane, type in and click on Questionnaire.
2. Click on Inspection Questionnaire.

3. This brings you to the Questionnaire header details, that show you the introduction and end note and
allow you to map the questionnaire to a specific ServiceNow object ... in this case, a Work Order Task
as you can see at the bottom of the form.
4. Scroll to the bottom of the screen and you can see Trigger Conditions. These allow you to determine
when the Questionnaire is relevant, or when it should appear. Here, we've decided to only show this
questionnaire when the State of the Work Order Task changes to Work In Progress.
5. Click on Questionnaire Designer button at the top of the form.

6. The Questionnaire Designer opens a new Window/Tab and lists all the questions listed in the
questionnaire.
7. On the left pane of the Designer is a list of all the controls, or question types, allowing you to create
Boolean (Yes/No), Date, Scale, Strings and other types of questions.
8. Click the Gear icon to the right of the question text for one of the questions.
9. This opens a new window with the Question Properties. This question is a choice field which will
display a drop down list when executed.
10. Scroll to the bottom of the Question Properties form.

11. Here you can see the choices available to select from in answering the question. To the right of each
choice is a number, which represents the order in which each answer appears in the list.
12. Add another choice to the list by clicking the blue "+" sign next to the last answer in the list.
13. Enter your own value (for example, Residential) and add the number 5 to the right of the answer.
14. Click the "X" in the upper right corner to close the Question Properties window.
15. However over the blue Save button in the upper right corner and select Preview.

16. Go through the questions and see the different choices and the new answer you created for the first
question
17. Scroll to the bottom of the preview window and click the blue OK button to close the preview
 Close the browser tab (note: not the browser, just the new tab with the Questionnaire Survey
Designer.

If you have time at the end of this lab, feel free to go in and create your own survey.

Overview of Dynamic Scheduling

Dynamic scheduling provides schedule optimization, allowing dispatchers to auto assign tasks and
adapt to changing conditions, as well as to focus only on exception cases.

Dynamic scheduling can run in one of two modes: manually or automatically. For manual operation,
dispatchers select a set of tasks and then click Auto Assign to prioritize and assign the tasks. For
automatic operation, dispatchers can choose to run dynamic scheduling immediately upon task
creation or at a specified interval. Using task filters you can identify some tasks to be assigned
manually while others can be set up for auto assignment.

Using this advanced tool for task assignment you can:

• Select a set of tasks for scheduling

• Prioritize the tasks in the set based on ordering rules (for example, assign P1 tasks first).
• Use ordering rules and on assignment constraints to unassigned previously assigned tasks in order to
allow the assignment of higher priority tasks.
• Use selection criteria, such as agent skill and travel time, to select agents
• Reassign tasks for agent time off

Dynamic Scheduling Configuration of Task Filter

 We'll view Dynamic Scheduling in action later in our labs. For now, let's view how task filters are
defined for the current dynamic scheduling configuration.

1. Using the Navigator, search for and click on Dynamic Scheduling Configuration

2. This brings you to the Configuration for the Work Order Task. (If, instead, it shows you a list of
records, click on the second item for Work Order Task Config).
3. You can see on the header that this configuration is pointing to the Work Order Task Table and
leverages the 8-5 Weekday Agent Schedule as its default.
4. Filters allow you to define granular scheduling rules, perhaps based on priority, SLA Commitment, or
Account status.
5. In the Task Filters view, click on Appointment Tasks

6. Again, note that the table is Work Order Task

7. Note that a condition is listed, in this case where an Appointment Window is defined (true) and the
State of the Work Order Task is Pending Dispatch
8. When these conditions are met, Dynamic Scheduling will execute, looking at the criterion below
(Skills Matching, Distance, based on straight line, and parts availability)

Asset Management
Overview of Asset Management
Our lab will not focus on configuration of asset management, rather it will provide perspective on how
assets are used in the field service process.

Asset management integrates the physical, technological, contractual, and financial aspects of
information assets. Most successful IT asset management programs involve a variety of people and
departments, including IT, finance, field service, and end users.

Specific to field service, users can view the install base, create transfer orders for assets, manage
assets in stock rooms and use and remove assets using the field service mobile application.

Let's take a quick look at some of the assets for our Account.
1. Using the Navigator, type Account and click on Accounts.

2. From the list of Accounts, click on Paradise Valley Hospital (if you don't see it, you may need to
search for it).

3. You may see a Special Handling Note pop up -- this highlights key information about the account
(e.g., a Critical Case has been opened; an Asset is at End of Life, a product recall is in effect for an
asset at this Account. Click "Dismiss" to hide the Note.
4. You should now see the details of Paradise Valley Hospital. From within this Account record, scroll
down until you see a set of tabs.
5. Click on the Assets tab.

6. Here you can see all assets that are recognized at Paradise Valley Hospital. Note that the assets may
be hardware assets, software licenses, and even services the Account has purchased. Feel free to
drill into one of the Assets to see further details.

Alternately, you could view all Assets regardless of ownership:

1. Using the Navigator, type Assets

2. Scroll to Customer Service and click on Assets
3. Here, you can see all assets of any category. Some of them are owned by a company, others are
simply in stock (Warehouses, loaner pools, depot locations, etc.).
Please refer to the appendices for more information on asset management

Depot and Stockrooms

Overview of Depot and Stock Rooms
Stockrooms are inventory locations to which assets and parts are assigned. When stock is low on a
particular asset, stock rules can either notify an asset manager or automatically transfer inventory
from one stockroom to another. Stockrooms are separate, standalone entities in the asset
management application.

Let's look at a stockroom.

1. From navigator, type in inventory.

 Notice that under stock you have stock rooms and personal stock rooms (and other options).
Personal stock rooms are the representation of inventory on a field technicians truck.
2. Open and view stock rooms and personal stock rooms:

• Stockroom: Paradise Valley Hospital Consignment Inventory -- this is inventory stored at the
customer location that will be billed as it is consumed.

3. Click on the tabs for Hardware and Consumable to see the inventory of each type.
4. View Personal Stockroom: Click on Personal stockroom to see their inventory.
 Creating Working Order - planned, manual
Create WO from Case
Often when customers have issues Work Orders are created and dispatched to technicians for onsite
inspection, diagnosis and resolution.

Let's create a work order from an existing case:

From Navigator, type Cases and click Open. Select case SC0000732 (description is "Router heating
up").


You may see a pop up for Special Handling Notes. These are special notes that display to inform the
service agent and the customer of unique conditions. You may click the "X" in the upper right corner
of that window to close the notes.


From the hamburger icon in the upper left corner, select Create Work Order.


This will not only create a Work Order but navigate you directly to the Work Order that was
generated. You can see that pertinent details from the case have been pulled in to populate the Work
Order. Now, we can either manually create Work Order Tasks, or leverage a Template to auto-
generate tasks for Work Order. Let's use a Work Order Template.

1. On the Work Order form, click the magnifying glass to the right of the Template field.
2. Select the Template 1st Level Vive Device Maintenance.
Now select the ready for dispatch button in the top right of the record -- this auto-generates tasks
based on the template and makes the Work Order Tasks ready for automated or manual scheduling
(by a dispatcher).

Scroll down to see the Work Order Task(s) that were auto-generated from the template.
Note that we will dispatch this work order in a later section of the lab.

Customer Appointment Booking

With the appointment booking feature, customers can view available appointment windows, make a
selection, and book a service appointment from the service portal. Agents and dispatchers can also
book appointments on behalf of customers. Booking an appointment creates a work order and one or
more work order tasks depending on the type of service. Booked appointments can be rescheduled
and canceled within time constraints identified in configuration.

As part of our lab many of these items are pre-configured. We will however change the appointment
booking record producer and make it available in the customer service portal.

As part of our lab many of these items are pre-configured. We will however change the appointment
booking record producer and make it available in the customer service portal.

Appointment Booking Configuration

Using the Navigator Pane, type in Appointment and select Appointment Booking Configuration.
 Select the K18 FSM Appointment Booking Configuration record by clicking on the Name field.

1. Change portal view to "week"

2. Change Availability Method to "Number of Appointments per Slot"

From the Appointment Booking Service Configuration related list, select the "Medical Device
Installation" record.

1. Navigate to the Name Tab and and it to "MRI Scanner Repair.

1. Navigate to the Catalog Information Tab and select the Search Icon. In the Name search type MRI
Scanner Repair and select the "MRI Scanner Repair: Cold Head Replacement".

1. Navigate to the Daily Schedule Tab and uncheck "Include Daily Break".

1. Select Update
You have been returned to the Appointment Booking Configuration record, where you can finalize
your changes by clicking on Update again.

Record Producer
Now that the appointment booking confirmation is setup, let's configure the service catalog record
producers that end users will use to submit appointment requests. Let's modify the record producer
now.

1. From Navigator, type in Record Producer.

1. In Search type "MRI Scanner".

1. Select the MRI Scanner Repair: Cold Head Replacement.

2. In the related list, select Variable Sets tab and click edit.

1. Add the sn_appointment_variable_set item.

1. In the related list, select Catalogs and click Edit.

1. Add the Customer Service Catalog Item and click save.

1. From the related list, select Categories and click Edit.

1. Add Support (Customer Service) and Click Save.

1. Now Save the record producer, by clicking Update.
We will test the Catalog Item from the portal at a later section in this document.

Scheduling and Dispatch Methods

ServiceNow offers multiple ways to view technician availability, schedules, and current locations.
These include calendaring, map visualization and a Gantt view. For today's lab, we will focus on our
scheduling options including Dynamic Scheduling and Central Dispatch.

Field service work orders and work order tasks generally need to be dispatched to technicians. This
section of the lab focuses on the configuration of central dispatch, technician skills, and part
requirements.

Dynamic Scheduling
Earlier, we configured Dynamic Scheduling. Now that we're talking about different ways to schedule
or dispatch, let's see it in action.

1. From the Navigator pane search for and click on Work Order Tasks
1. Click on the binoculars to open the column search filters to filter on State = Pending Dispatch

1. Scroll to the bottom of the screen and click the bottom most checkbox to select all rows in the current
screen.
2. At bottom of screen click the drop-down (drop-up) Action window and select Auto-Assign.
1. A screen will pop up showing both those Work Order Tasks that will be Assigned based on matching
rules as well as those tasks (on the bottom) where matching failed to find an available time slot
match, or a technician with either the right skills or parts.
NOTE: Do NOT click Confirm. Instead, click Cancel, as we will be using some of this data at a later
point in the lab.
 This is an interactive way to demonstrate dynamic scheduling, however, in deployment, dynamic
scheduling is run in the background to automatically schedule when new Work Order Tasks are ready
to dispatch without requiring the manual steps we just went through.

About Central Dispatch

For this next portion of the lab, we'll log in as a Dispatcher by the name of Lisa Ray. Instead of
logging in and out between users, we'll use a ServiceNow feature to Impersonate another user. Note
that only authorized users can impersonate other users. To do this:

1. In the upper right corner, click on the System Administrator and select Impersonate User.

1. Type in Lisa Ray and click on her name to log in as Lisa. Lisa Ray is a Service Manager and
Dispatcher and has the appropriate screens to follow and manager her team's schedules and tasks.
 As you've just seen, ServiceNow supports both dynamic and manual scheduling. Central Dispatch is
a great tool to visualize the tasks in your service territory for a given block of time. Use the central
dispatch calendar view to evaluate work order tasks and available agents and assign tasks by
dragging and dropping to the desired agent schedule and time slot. While ServiceNow supports
dynamic scheduling, Central Dispatch is a great way for a Dispatcher or Service Manager to visualize
a given service territory and make adjustments or manage tasks by exception.

1. To access Central Dispatch, use the Navigation pane to search for and click on Central Dispatch.
 Central dispatch provides both a list and calendar view of unassigned tasks. Users may configure the
list to display tasks that meet certain conditions or search the list for specific information. Task bars in
the calendar provide a visual representation of the scheduled start and end time as well as the
window for completion. The task completion window is based on the Window Start and Window End
fields. Tasks display showing their planned duration as well as the window for completion.

Below the list of unassigned tasks you can see a list of the field service agents in a dispatch group
and a calendar view of their assignments. In addition to automated scheduling, users can manually
assign tasks by dragging them from the task calendar above to the desired agent schedule below and
then confirming the assignment.

1. In the upper right hand corner, click on the (XXXX) icon to edit the settings of Central Dispatch.
2. Here you can modify which fields you wish to display within Central Dispatch. You can also see a
legend of the States as defined by color.
 Let's look at Central Dispatch in action.

1. Select the first Work Order Task in the top list. Note the list of technicians that display below. These
are all technicians eligible for assignment based on the details in the Work Order Task.
2. Now select a different Work Order Task. Note if any of the technicians change in the bottom list. As
you might expect, the list of technicians changes based on the requested time slot, as well as the
parts or skills requirements.

Auto Assignment

1. To perform an auto-assignment on an individual task, Click on one of the Work Order Tasks in the top
list. The Task record should turn blue and an icon of a person should appear next to the task on the
left.

1. Click the person icon to initiate auto assignment. This automatically selects the appropriate technician
based on skills, availability, parts, and other details. Note the Assigned to field in the record to see
who was assigned.
2. Click Update to accept this recommendation. This will update the schedule of the technician.
 Manual Assignment
1. To manually assign a Work Order Task, select a Task from the list. Note you may need to scroll to the
bottom of the list under you see a Work Order Task that shows the time block for completion.
2. Click on and drag the Work Order Task down to a technician's schedule.

1. Click Update to complete the assignment.

1. Note that the Work Order Tasks we assigned are now highlighted in yellow. Later, when a technician
Accepts (acknowledges) the Work Order Task, you will see the Task color change to Blue, or when
they begin work on the Task, the Task color changes to Green.
2. Remember to close the Central Dispatch Browser tab to complete this lab and return to the main
window.

Mobile Application Configuration

Download Mobile App
1. Using your mobile device go to the app store for your device and search for ServiceNow.
2. Download the mobile app.
3. Launch the ServiceNow App
4. You will need to point to your instance and enter your login credentials and password:

Login: alex.ray

Password: Knowledge18
 NOTE: If you choose not to download to a mobile device, you may alternately open a different
browser on the laptop provided and navigate to <instance/$m.do?> . To do this:

• Login as alex.ray with Knowledge18 as the password and then select Continue.
• Enter your Lab Instance URL.

Field Tech Work Assignment

Now that your mobile device is configured, let's spend time putting everything together. We've
generated the Work Order and Work Order Tasks, which have been assigned to your field engineer.
Now let's use the mobile app to complete the service.

1. From the main screen, click on My Upcoming Tasks to see a list of all the tasks assigned to you.
1. Search for and select the Work Order Task that you wrote down earlier or click to open at Work Order
Task.
2. Click on the > to the right of the Short Description. The detailed view of the work order will open.

Accept Work
1. You can see that this task is in the Assigned stage. Select the 3 dots on the top-right of your screen
so we can Accept this task.
2. Select Accept to accept assignment of the work order task.
 Note: The record on your desktop view changes status in real time using "Connect" online presence.
That means, in Central Dispatch, the Work Order Task changes to blue to reflect the Accepted status.
Note that if you Reject the Work Order Task, a workflow can be initiated to reassign the job to another
technician and deliver service within the SLA and Entitlement terms.

Selecting Accept returns you to the previous screen.

Start Travel (optional)

1. Note that the status of the Task has changed. Again, select the Three Dots on the top-right of the screen and
select Start Travel. This assumes your field agent has begun travel to the location where work is to be done,
and tracking travel time is important to your organization. It can also be leveraged to notify the customer that
an agent is on their way.
Selecting Start Travel returns you to the previous screen.

Start Work

1. Notice that the status of the Task has changed. Again, select the Three Dots. This time, select Start Work. This
assumes that you've gotten to your location and are ready to perform the service work, which will update the
ticket with total travel time and the start time of your work.
 Note: On the desktop view of the record, you'll notice the travel and start times have updated in real
time.

Remove Asset
1. You will again be taken back to the previous screen.
2. Select the Three Dots again and this time select Remove Asset.
1. Note: This feature allows the technician to replace the defective asset or component with an
operational one they may have in stock. If this asset will be returned, you would select Remove Asset
first. This captures the asset being removed in the agent's personal stockroom. However, for the lab,
we are simply going to use the asset and discard the old one as it is not a repairable item.
2. Click Close.
Use Asset
Select the Three Dots again and this time select Use Asset. Note that although it's called use Asset,
it's assets and/or parts that can be consumed on the Work Order Task.

The Use Asset Dialog will open.

On the Model, select the magnifying glass.

In the query bar, type PeakMed and press Search, then select the PeakMed 6 foot USB 2.0 A/B
Cable from the list.
Select Save. (Note: The status of the asset is set to used, showing that we've consumed an asset to
repair this device, thereby decrementing our personal stock). Click Save, and then select Close to
return to the previous screen.
 Use Consumable
Because we may need to replace multiple consumable items, in this case, we'll repeat the previous
step to also consume 3 fuse kit sets using the steps below:

1. Select the Three Dots again and select Use Asset.

2. The Use Asset Dialog will open.
3. On the Model, select the magnifying glass.
4. In the query bar, type PeakMed and press Search, then select the PeakMed Vive AccuRex Fuse Set
from the list.
5. Set the Quantity to 3.
6. Select Save. (Note: The status of the asset is set to used, showing that we've consumed a part or
asset in the repair this device). Once the record saves, select Close to return to the previous screen.

Part Requirement
Sometimes a field technician doesn't have a part in stock. ServiceNow allows parts to be sourced
from other locations, including peer technicians.

1. Select the Three Dots again and select Create Part Requirement.
 This form allows you to request a part or asset, which will be sourced from an appropriate stockroom
and shipped to another stockroom (including a technician's personal stockroom). For today, we will
not create a part requirement.
2. Click Close.

Questionnaire
You may wish to create checklists or questionnaires to document specific work done for the Task. To
access the Questionnaire, select the Three Dots again and select Questionnaires.

Here you can see questionnaires relevant to the task being performed.
1. Select one of the questionnaires and click Start.
2. Complete the questionnaire and click Submit.
3. A new window opens. Click Close.
 Track Time
Just as important as documenting the parts being consumed, it's also critical to record the time
involved in actual work performed.

1. Select the Three Dots again and select Record Time.

In the time form note that you can change the date, category of work (task work, training, meeting,
etc.), and the rate type (standard, overtime, etc.).
2. Enter the time worked in days, hours, minutes, and even seconds.
3. Enter any pertinent comments.
4. Click Save. Note that submitting time can automatically create or update a time card for the
employee. You should see a blue bar at the top of the form notifying you of updates to your time card.
5. Click Close.
 At this point, we have successfully debriefed the work order task with status updates, parts
consumed, questionnaire checklists, time on task, etc. Now it's time to complete the task.

Complete
1. To complete and close the task, first scroll down on the task form and enter some work notes (some
smart devices allow you to use the microphone and dictate your notes).
2. Select the Three Dots again and select Close Complete.
3. At the top of the form, you should receive a notification in a blue bar that confirms the closure of the
Work Order Task that you've been working on. Note that it also closed the parent Work Order. Click
on the link in the blue bar for the Work Order. This will bring you to the parent Work Order allowing
you to get customer sign-off on the work order and generate a PDF of the work to share with the
customer.
 Sign on Parent Work Order

1. From the Work Order form, select the Three Dots again and select Sign and Confirm.
1. Enter your name in the form.
2. Using your finger or stylus, sign the form (this is where the customer signs).
3. Click Accept. A new Form will open with the details of the work order.
 Generate PDF
1. Look at the Parent Work Order and scroll down on the Work Order form until you see Attachments.
You will see a PDF has been generated for the Work Order.
2. Click the PDF icon to open the PDF and view the details.
 This completes the mobile portion of this lab.

Field Service Manager

Switch Persona
As a Dispatcher and Service Manager, Lisa needs to manager her team's skills. Let's configure Lisa
to support his. We need to switch back to the System Administrator role for this.

1. Click on the Lisa Ray link and select Impersonate User

2. Select System Administrator

Configure Skills Roles

1. From the Navigation pane, type User Administration and select Users
2. Now search for Lisa Ray by typing lisa.ray in the id filter and press Enter.

3. Select the record for Lisa Ray

4. Scroll down to the tabs and select Roles

5. Under Roles click the Edit button

6. In the selection window search for each of the roles below using the left panel and add them to the
right panel.

Roles to add:

• wm_manager
• sn_customerservice_manager
7. The two new roles should now appear in the list on the right. Click the blue Save button.

8. Finally, we need to update Lisa Ray's record. Click on the Update button in the upper right corner.

9. We also need to go to User Admin | Groups and add Lisa Ray as the Manager to specific Groups.
This defines the set of technicians that Lisa Ray manages and has visibility to.
10. We should still see User Administration in the Navigation pane. From the Navigation pane, click
Groups.

11. From Group Administration, search for groups that begin with "san"

12. The search should result in a list of 5 Groups.

13. Double click on the name in the manager field and type in Lisa Ray and select the green check mark.
Do this for each of the groups.

Define and Manage Employee Skills

If skills-based routing is important to your service organization, you're going to want to know how to
define skills, and assign employees to skills.

1. We're going to Impersonate Lisa Ray again. You do this by clicking the System Administrator link and
select Impersonate User, and finally select Lisa Ray. Now you are logged in as Lisa Ray.
2. From the Navigator Pane, type Manage Skills and click Manage Skills under Customer Service.
 This view displays a list of all the skills that have been created and the employees that have been
mapped to the skills. Note that some of the skills are listed in red text. Those are skills without any
employees defined. For now, let's create a new skill around Medical expertise.

Create a new Skill

1. Click the New Skill button
2. Enter Imaging Products as the skill -- you can also enter a description for the skill
3. Click Submit

Now let's map employees that have this skill.

4. Click on your new Imaging Products skill
5. Click Assign/Remove Users
6. Click on multiple employees which highlights each employee. These are employees that have the
new Imaging Products skills.
7. Click Save in upper right corner.

8. Note that the color of the skill on your left changes from red to black and a number of users assigned
to that skill displays
 Field Service Manager
Switch Persona
As a Dispatcher and Service Manager, Lisa needs to manager her team's skills. Let's configure Lisa
to support his. We need to switch back to the System Administrator role for this.

1. Click on the Lisa Ray link and select Impersonate User

2. Select System Administrator

 Configure Skills Roles
1. From the Navigation pane, type User Administration and select Users

2. Now search for Lisa Ray by typing lisa.ray in the id filter and press Enter.
3. Select the record for Lisa Ray

4. Scroll down to the tabs and select Roles

5. Under Roles click the Edit button

6. In the selection window search for each of the roles below using the left panel and add them to the
right panel.

Roles to add:
• wm_manager
• sn_customerservice_manager

7. The two new roles should now appear in the list on the right. Click the blue Save button.

8. Finally, we need to update Lisa Ray's record. Click on the Update button in the upper right corner.
9. We also need to go to User Admin | Groups and add Lisa Ray as the Manager to specific Groups.
This defines the set of technicians that Lisa Ray manages and has visibility to.
10. We should still see User Administration in the Navigation pane. From the Navigation pane, click
Groups.

11. From Group Administration, search for groups that begin with "san"
12. The search should result in a list of 5 Groups.
13. Double click on the name in the manager field and type in Lisa Ray and select the green check mark.
Do this for each of the groups.

Define and Manage Employee Skills

 If skills-based routing is important to your service organization, you're going to want to know how to
define skills, and assign employees to skills.

1. We're going to Impersonate Lisa Ray again. You do this by clicking the System Administrator link and
select Impersonate User, and finally select Lisa Ray. Now you are logged in as Lisa Ray.
2. From the Navigator Pane, type Manage Skills and click Manage Skills under Customer Service.

This view displays a list of all the skills that have been created and the employees that have been
mapped to the skills. Note that some of the skills are listed in red text. Those are skills without any
employees defined. For now, let's create a new skill around Medical expertise.

Create a new Skill

1. Click the New Skill button
2. Enter Imaging Products as the skill -- you can also enter a description for the skill
3. Click Submit

Now let's map employees that have this skill.

4. Click on your new Imaging Products skill
5. Click Assign/Remove Users
6. Click on multiple employees which highlights each employee. These are employees that have the
new Imaging Products skills.
7. Click Save in upper right corner.

8. Note that the color of the skill on your left changes from red to black and a number of users assigned
to that skill displays