Using the Field Service Safety dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Using the Field Service Safety dashboard

    The Field Service Safety dashboard enables ServiceNow customers to monitor the safety compliance of field service agents, tasks, and assets with respect to infectious disease protocols, such as COVID-19. It integrates a COVID-19 map to visualize the impact on locations managed by field service managers, helping ensure agents follow safety protocols during task execution.

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    Note that starting with the Xanadu release, the Field Service Safety dashboard is removed from the Emergency Exposure Management app—it is hidden and not activated on new instances but continues to be supported.

    Key Features

    • COVID-19 Map Visualization: Shows locations covered by agents, tasks, and assets with alerts related to COVID-19. Zoom and filter options are available to explore data by location and time period.
    • Integration with COVID-19 Global Health Data Set: This free application must be installed to display global COVID-19 data on the dashboard. It uses scheduled jobs to refresh data daily.
    • Role-Based Access: Users with the wmmanager role can access the dashboard and monitor agent compliance with safety protocols.
    • Interactive Map Controls: - Click location icons to zoom in and view alerts.
      - Use task date range filters to select review periods.
      - Use layer filters to display specific data types: Tasks, Assets, Agents.
    • Detailed Data on Map Icons: - Tasks: View task number and description; click for details.
      - Assets: View asset name and company; click for details.
      - Agents: View agent name and mobile number; click for details.
    • Compliance Reporting: Managers can review reports on agent task compliance within selected date ranges using interactive charts.

    Key Outcomes

    • Field service managers gain visibility into the safety compliance status of their agents and tasks, enabling proactive risk management related to infectious diseases.
    • The COVID-19 map provides a geographic overview of exposure risk and affected locations, helping prioritize safety measures.
    • Compliance reports allow managers to identify non-compliant agents and tasks, facilitating targeted interventions to improve safety adherence.
    • Regular data refresh ensures up-to-date information for informed decision-making.

    Review the status of agents, tasks, and assets using the Field Service Management Covid19 map. Monitor the compliance reports of agents through the Field Service Safety dashboard.

    Important:
    Starting with the Xanadu release, the Field Service Safety dashboard is removed from the Emergency Exposure Management app. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

    Users with the wm_manager role can use the Field Service Safety dashboard to monitor whether agents are compliant with the safety protocols of possible exposure to an infectious disease while performing tasks. The Covid19 map displays the impact of COVID-19 on the locations that are covered by the agents, tasks, and assets of an individual Field Service manager.

    To see the FSM Covid19 map on your Field Service Safety dashboard, install the free COVID-19 Global Health Data Set application.

    COVID-19 Global Health Data Set

    You can use the COVID-19 Global Health Data Set application to see the Field Service Management Covid19 map on your Field Service Safety dashboard. The application appears as an application in the instance navigation menu. It displays global COVID-19 information on request in the Field Service Safety dashboard. The COVID-19 Data Feed - pre-sync and COVID-19 Data Feed - sync central instance, Daily Data Collection scheduled jobs run every night to refresh the data.

    Using the Field Service Safety dashboard

    Navigate to Field Service > Safety Dashboard.

    Figure 1. Field Service Safety Dashboard with COVID-19 data
    Field Service Safety Map that displays COVID-19 alert locations by date range. A dashboard with task compliance by agents and the number of non-compliant agents, and working agents is displayed.

    Locations with alerts are listed on the FSM Covid19 map. Use the map controls as follows:

    • To zoom in to a location and its alerts, click the location icon (COVID-19 alert location marker. ).
    • To select a time period to review, use the Task Date Range at the top left.
    • To filter the information displayed on the map, click the layers icon (Layers icon to select filters.) on the top right and select your filters.

    Each icon displays the information in the following table.

    Table 1. Filters on the safety dashboard COVID-19 map
    Icon Description
    Task Tasks for the locations that are covered by the logged-in field service manager.
    • To display the task number and short description, click the task marker.
    • To review task details, click the task number.
    Assets The installed or available assets at the locations that are covered by the logged-in field service manager.
    • To display the name and company name of the asset, click the asset marker.
    • To review asset details, click the asset name.
    Agent Managed by the logged-in field service manager.
    • To display the agent's name and mobile number, click the agent marker.
    • To review agent details, click the agent name.

    Reports

    Managers can view the task compliance result of their agents based on the date, such as tasks performed by the agents in the last 30 days and so on. Click any area of a chart to see the corresponding records.
    Table 2. Safety dashboard report
    Chart Description
    My Non-Compliant Agents The number of agents who completed their tasks without following the safety protocols within the selected date range. Click the metrics to view the list of non-compliant tasks.
    My Working Agents The number of agents working on at least one task and reporting to the logged-in field service manager. Click the metrics to view the list of their compliant and non-compliant tasks.
    Task Compliance by my Agents The breakdown of compliant and non-compliant tasks by each agent within the selected date range. Click a section to view the list of tasks.