Intelligent Task Recommendation Flashcards
Explain Intelligent Task Recommendation
Field Service Intelligent Task Recommendation feature requires the following plugins:
- Intelligent Task Recommendation (com.snc_task_recommendations): Provides basic task recommendation framework scripts, configurations, and default extension points.
- Field Service Management Intelligent Task Recommendations (com.snc.fsm_task_recommendations): Provides specific implementation and configuration for Field Service Management, which includes default filter constraints, ranking criteria, and Field Service Management extension points.
The ServiceNow® Intelligent Task Recommendation feature helps dispatchers to improve agent utilization by recommending tasks to fill agent schedules. Agents can also view the recommended tasks and assign them to themselves using the ServiceNow Agent mobile app.
In Dispatcher Workspace, any free time that agents have between tasks and events is displayed as white space in the agent’s calendar. Intelligent Task Recommendation recommends the best available tasks to fill these gaps in the schedule.
The recommended tasks must meet the following selection criteria:
The task is listed in the Work Order Task [wm_task] table.
The task is in the Pending Dispatch state.
The dispatch group or task location is within the area that is covered by the agent.
The estimated work duration is less than or equal to the selected time window in the agent’s calendar.
Where to Create Task Recommendation Policies
Navigate to Field Service > Task Recommendation Administration > Task Recommendation Policies.
Click New.
How to configure Task Recommendation Policies
Field Description
Display Name Display name of the task recommendation policy.
Name Name of the task recommendation policy stored in the wm_task table.
Table Task table that is selected for the recommendation policy.
Applicable to Applications that are supported for the policy.
Application module Application module under which the policy exists.
Application Application that contains this record.
Active Option to indicate whether the policy is available for consideration when recommending work order tasks.
In the Query condition field, add filter conditions to recommend tasks.
To recommend the best matched tasks that are in the Pending Dispatch state to an agent, click Add Filter Condition and create the condition.
For example, [State] [is] [Pending Dispatch] AND [Active] [is] [true].
To apply an alternate condition set to the query, click Add “Or” Clause and add conditions for the second set.
Click Submit.
