Process Mining for Field Service Management
Integrating the Process Mining application with the Field Service Management application enables you to analyze processes relevant to your KPIs, and identify bottlenecks associated with work order tasks.
Process Mining for FSM creates business process flows from the work order task data in audit trails, allowing process owners to perform in-depth analysis and discover process insights to improve business outcomes.
End user and roles
If you have the required roles, you can use Analyst Workbench to access the visualized process workflow data, and tools for analyzing the data related to customer service cases. For more information, see Overview of the Analyst Workbench.
Optimization project for work order tasks
The Process Mining Content Pack for FSM adds a pre-built project that includes a predefined Work order tasks process model definition for work orders. By default, the Work order tasks project filters work order tasks for the last two quarters. You can also configure a new process project based on the pre-built project.
The Work order tasks process model definition includes default activity definitions and breakdown definitions for work order tasks that you can use as they are or modify them for a custom configuration.
Continual Improvement Management initiative for work order tasks
You can use the CIM project from the Analyst Workbench to track the progress of improvement initiatives for work order tasks. The Field Service Platform Analytics dashboard displays the daily and weekly progress of work orders and work order tasks for your assignment groups. The improvement initiative and Process Mining model are automatically linked. For more information, see Integration with Continual Improvement Management.
Performance Analytics for work order tasks
Enables you to monitor work order task indicators, such as the number of agents working on the task, number of hours spent, actual time taken to resolve the task, and difference in hours between the planned duration and actual time taken to complete the task. For more information, see Integration with Performance Analytics (PA).