Lesson 2: Agents, Groups, Skills, Territories, Locations, Scheduling, and Dispatch

Lesson Overview

This lesson develops practical capability in agents, groups, skills, territories, locations, scheduling, and dispatch for the ServiceNow Field Service Management Fundamentals Training. Learners connect platform data, workflow, security, user experience, testing, and operational support.

Topics Covered

Agents, Groups, Skills, Territories, Locations, Scheduling, and Dispatch: purpose, terminology, architecture, personas, and measurable business outcomes
ServiceNow applications, tables, records, roles, workspaces, data relationships, and configuration used for agents, groups, skills, territories, locations, scheduling, and dispatch
Requirements, process design, dependencies, controls, governance, and implementation sequencing for agents, groups, skills, territories, locations, scheduling, and dispatch
Hands-on configuration and workflow practice focused on dispatch and scheduling
Testing, validation, dashboards, diagnostics, troubleshooting, documentation, release, and operational support for agents, groups, skills, territories, locations, scheduling, and dispatch

Practical Activity

Create a design or configuration worksheet for agents, groups, skills, territories, locations, scheduling, and dispatch: purpose, terminology, architecture, personas, and measurable business outcomes.
Build and validate a practical ServiceNow exercise for hands-on configuration and workflow practice focused on dispatch and scheduling.
Review logs, reports, test evidence, controls, and documentation for testing, validation, dashboards, diagnostics, troubleshooting, documentation, release, and operational support for agents, groups, skills, territories, locations, scheduling, and dispatch.

Key Takeaways

Explain the architecture and business purpose of agents, groups, skills, territories, locations, scheduling, and dispatch.
Configure or implement the core ServiceNow capabilities required for hands-on configuration and workflow practice focused on dispatch and scheduling.
Validate results, identify common failure points, document decisions, and support a controlled release.

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ServiceNow Field Service Management Fundamentals Training 1 Section4 Lessons8 Hours

Curriculum