• Show multiple time zones on the map in Dispatcher Workspace with a segmented time indicator to see which time zone each Field Service technician is in. For more information, see Time zones in Dispatcher Workspace.
• Quickly see a work order task in the task panel and find it on the calendar rather than having to search through multiple days. For more information, see Open tasks from the task list.
• See live traffic on the map in Dispatcher Workspace. For more information, see Show map overlays in Dispatcher Workspace.
• Flag multiple tasks at once. For more information, see Flag or unflag tasks from the list.
• Quickly find tasks in the calendar from the task list. For more information, see Flag or unflag tasks from the list.
• View analytics, including the number of technicians without a work schedule or valid location. For more information, see Scheduling Health dashboard.
• Show an overtime indicator on the calendar to visually see which technicians have overtime tasks. For more information, see Show overtime indicator.
• Control the size of the cells on the calendar to see shorter tasks more easily. For more information, see Zoom in or out on the calendar.
• Customize the information displayed in work order task popovers in Dispatcher Workspace to show the data most relevant to dispatchers. Popovers on the calendar, map, and task panel now support configurable field display, with a consistent visual experience across all three surfaces. For more information, see Configure popover fields.
• Stay in the same position in the calendar in Dispatcher Workspace when you change from day to day. For more information, see Properties installed with Field Service Management.
• The Assignment group task filter setting is moved from Dispatcher Workspace settings to the main Dispatcher Workspace page and is now a button. For more information, see Search work order tasks.
• Quickly edit tasks in Dispatcher Workspace directly from the contextual side panel. For more information, see Quickly edit work order tasks.
• Add work notes or comments to work order tasks in Dispatcher Workspace from the activity stream. For more information, see Add work notes or comments with the activity stream.

• Manage Field Service technicians from Field Service Manager mobile
• Create a work order task
• Create a personal event
• View analytics from Field Service Manager Mobile

• Generate work summary reports and capture signatures in them at the work order task level along with the existing work order level. Additionally, you can view responses and score information for the smart assessment questionnaires in the work summary report.
• Perform asset audits for the technician's personal stockroom to verify and reconcile assets between a physical stockroom and the data on the ServiceNow instance.

• View comprehensive details for all optimization runs to quickly identify issues. Access standardized information about run status, included tasks and qualifiers, unassigned tasks with explanations, and the objectives and constraints applied during each optimization.
• Manage integrations more easily by configuring options to enable or disable third-party map providers beyond the default provider.
• Ensure only relevant tasks are processed by removing intraday events that don't meet specified criteria from both scheduled and prioritized optimization runs.
• Speed up high-volume scheduling by splitting groups or territories into smaller sets that process simultaneously. View how they are distributed using the Job Distribution column in both batch and intraday runs.
• Improve scheduling accuracy by introducing a Window End Buffer Duration field on the Work Order task record that enables you to configure a buffer duration that extends optimization beyond the defined window end so tasks are retained in the schedule.
• Speed up scheduling results by configuring matching rules to define which tasks and technicians are affected when a prioritized event occurs, such as identifying all technicians with matching certifications when someone calls in sick. You can enable matching rules per qualifier, then set criteria such as radius, skills, or time thresholds.

• Ensure better alignment with your operations by defining advanced lead time and cut-off logic through APIs or extension points. You can implement a custom script through an extension point based on job type, time of day, and day of week.
• Accommodate emergencies or priorities even if the capacity or appointment slots are full by enabling overbooking of appointments.
• Configure appointment slots to consider the holiday settings for a territory and display the available slots accordingly.
• Ensure guaranteed appointment slots by configuring availability checks to be performed at the time of slot retrieval so that any slot displayed is assured to be bookable without needing further capacity validation during the appointment booking.
• Ensure an accurate calculation of the duration for a task while booking an appointment by defining work and travel duration either in the appointment schedule configuration or in the schedule override configuration.
• Determine appointment availability using territory and demand channel mapping when contact or location details are not provided.
• Consider task dependencies while booking or rescheduling appointments and display the slots for the successor tasks after the estimated completion time including the defined lag time for the predecessor task.

• Associate technicians with specific demand channels within a territory on a time-bound, recurring basis to model scheduling patterns based on union rules, part-time shifts, or regional strategies.
• Define agent-territory-demand channel associations with recurrence, start and end dates, and active status using the new Territory Resource Demand table.
• Filter agents based on supported demand channels during dynamic scheduling, schedule optimization, or manual scheduling.
• Calculate appointment booking availability in scripted mode based on agent demand channel recurrence.

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets and create your own

Depending on your entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• task_rec_m2m_recommend_policy_criteria
• task_rec_recommendation_applicability
• task_rec_recommendation_criteria
• task_rec_recommendation_policy
• app_cmn_field_set
• app_cmn_field_set_item
• app_cmn_field_set_item_user_preference
• app_cmn_module
• app_cmn_sort_option_config
• app_cmn_state_color_config
• app_cmn_state_color_item