Field Service Management release notes

• Use new objectives such as Maximize SLA compliance buffers, Minimize task time penalties, and Maximize preferred agent assignments when you're creating a policy.
• Define start-of-day and end-of-day location for territory users, improving scheduling accuracy by calculating travel times based on actual agent locations.
• Keep similar tasks together by scheduling pre-made bundles.
• Reduce the beans.ai travel estimate processing time with asynchronous processing.
• Access the Field Service Management Scheduling Health dashboard to view task metrics, technician metrics, and optimization configuration details.
• Enable dispatchers to influence the behavior of schedule optimization by allowing dispatchers to edit select fields on a work order task. Dispatchers can override work order task parameters, assign tasks based on technician preferences, and allow overtime.

• Use interactive charts and graphs to track capacity trends, including overall demand versus allocated capacity and capacity usage over time.
• Perform capacity gap analysis with a customizable pivot table view, which enables you to explore data by territory and demand channel.
• Apply filters to view specific data based on your setup, which enables targeted analysis and informed decision-making.

• Relocate agents from one territory to another for a particular duration.
• Facilitate precise destination territory selection, which ensures that each agent is placed in the most preferable location.
• Match resource availability with task requirements through improved schedule planning, which optimizes task execution and efficiently addresses unscheduled work.
• Minimize manual overhead and avoid manual tracking processes by simplifying the handling of temporary resource relocations.

• Define different start-of-day and end-of-day locations for agents to start their day at one location and end at another location, providing flexibility in their operations.
• Offer additional flexibility by implementing exceptions to override default behaviors during specific periods.
• Improve scheduling accuracy by calculating travel times based on the agent's start and end locations.

• Create sales opportunities directly from customer locations during field service visits.
• Access data to view, search, and filter sales opportunities.

• View multiple time zones to see agents who are available for work order tasks across multiple locations.
• Receive intelligent guidance about all possible scheduling options for unscheduled tasks. Rank scheduling options based on agent-to-task match percentage, distance, and more.
• Hide off-shift agents so dispatchers can focus on who’s available and ready for tasks at that moment.

• Book appointments for work order tasks.
• Enable the system to calculate or skip lead time when rescheduling appointments, depending on the selected configuration.
• Consider holidays when calculating lead time for appointments.

• Automate the process of pushing tasks to the marketplace, automatically creating marketplace requests, and listing eligible contractors as determined by your specified criteria.
• Set up task filters to identify the work order tasks that qualify for the marketplace.
• Incrementally push marketplace requests to eligible contractors based on their ranking using the Progressive push check box.
• Evaluate contractor responses and automatically assign tasks to the lowest-cost contractor using the Response evaluation flow field.

• Review the quality and data from work order tasks before completion.
• Address work orders that have been reviewed and sent back for more information.
• Provide feedback to technicians and communicate as needed during the review process.

• Extend access across all personas, allowing every user regardless of their role to view their own calendars.
• Configure settings to enable group and territory calendar visibility, authoring agents to view the list and calendars of members in their group or within their territory when Workforce Optimization for Field Service isn't enabled.
• Enable agents to create personal events for themselves.

• Set up work configurations for different work types ensuring that relevant work types and flows appear for specified business units or departments.
• Create Service Management configurations (SM Configs) to support multiple workflows.
• Extend the work order task table to account for different work types.

• The Task Filter tab is renamed as Optimization Targets.
• A new tab is added for Restricted tasks.

Effective March 1, 2025, Google has designated the Places API, Directions API, and Distance Matrix API as Legacy services. The newer versions of these services are Places API (New) and Routes API.

You can’t enable or generate new API keys for these legacy services. However, you can continue using these services with the existing API keys. Enable the new APIs from Google Console to continue using the API services without any issues.

If you create a new Google API key after March 1, 2025, enable the new APIs from Google Console to use these services with the new API keys.

For more information see, KB2111488, KB2112054, and Changes to Google Maps Platform automatic volume discounts, monthly credit, and services transitioning to Legacy status.

The Dispatcher Workspace and Workforce Optimization for Field Service workspace support reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to 400%.

This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See Reflow for Configurable Workspace for details.