Field Service Management release notes

• View the Field Service agent’s real-time location and completed daily route.
• Use a condition builder to filter relevant resources. You can also extend existing tables to filter custom fields.
• Use advanced filters with hierarchical structures to filter territories.
• View task scheduling conflict messages in the Dispatcher Workspace to improve visibility and facilitate resolutions for dispatchers.

• Define the agent efficiency criteria to calculate the Agent Efficiency for a task.
• Calculate the estimated work duration for a work order task more accurately based on the Agent Efficiency feature.
• Enhance manual task assignment and dynamic scheduling for a task by leveraging Agent Efficiency.
• Optimize Intelligent Task Recommendation by incorporating Agent Efficiency values so that dispatchers can assign tasks more effectively.

• Replicate the application and service-based configurations across instances.
• Grade the appointment booking slots by recommended or available slots to ensure optimal scheduling.
• Use the seismic appointment booking calendar across all user interfaces to ensure a consistent and seamless scheduling experience.

• Enable administrators and dispatchers to define advanced task dependencies, such as start together or start after start, so that you can ensure that tasks are executed in the right order.
• Enable dispatchers to create task dependencies within or between work orders.

• Enable dispatchers to optimize resource assignments that are based on the dependency relationship between tasks.
• Generate more accurate scheduling and assist your field technicians in navigating traffic conditions more effectively by configuring Schedule Optimization. You can consider time-of-day and set up intraday scheduling to leverage real-time traffic data when certain conditions are met.
• Use new optimization features, such as Maximize consecutive collocated task assignments and Minimize task start times, when you're creating a policy.
• Provide greater control over task distribution by enabling a new drip feed property, Number of tasks, to enhance your scheduling capabilities.
• Expect more reliable and efficient task scheduling due to resolved conflicts between the various scheduling engines.
• View the task scheduling conflict messages on the task, user, and group records when optimization is in progress.

• Leverage the capacity console to efficiently manage resource allocation across territories and demand channels so that you can enable your teams to analyze field technician performance and make data-driven decisions.
• Set flexible reservation rules to define the minimum and maximum resource allocations so that you can enable dynamic adjustments to capacity based on shifting demands.
• Create recurring capacity assignments for specific days of the week for long-term capacity planning and management.
• Enable multiple overrides for the same date range to address demand fluctuations so that you can manage exceptions with more precision and flexibility.

• Tasks without skills
• Technicians without skills
• Tasks without parts
• Technicians without parts

• Enable additional users to use Workforce by adding additional managers to assignment groups.
• Enable managers to view the event management tab when Workforce Optimization for Field Service is active.

• Configure and define the Agent Efficiency criteria.
• Add an Agent Efficiency value for an agent.
• The Planned work duration and Agent efficiency criteria fields were added.

• Upstream task is renamed as Predecessor task.
• Downstream task is renamed as Successor task.
• New fields were added to define advanced task dependencies.

• You have in-line choices for a question when completing a work order questionnaire through the Now Mobile Agent application.
• You can add additional information to a question when completing a work order questionnaire through the Now Mobile Agent application.

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.