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The new map view for service tasks enables field supervisors and administrators to visualize problem areas on a map and assign resources accordingly. This can benefit field teams in three ways:
Identify hot spots or areas with the highest number of field service requests. This can help separate isolated incidents from an area-wide issue.
Scale service groups early: By assigning more field technicians to a problem location in advance, your organization will be better prepared to meet large service volumes from a specific area.
Manage resource allocation better: Are the issues too spread out for your teams to respond effectively? Do you need to hire more field technicians? Is your current service volume too high for your team to handle? This map view can help answer all those questions.
How to access map view:
To access Map View for your service tasks, click on the Field Service Management icon in the access bar on the left. Then, select Map View.
Service tasks displayed on this map are divided into three categories:
Assigned - Indicated with a green icon, these are service tasks that have been assigned to field technicians but haven’t been resolved or closed yet.
Unassigned - Indicated with an orange icon, these are service tasks that have not yet been assigned to field technicians and should be looked at immediately by a field supervisor or dispatcher to ensure it does not go unattended.
Completed - Indicated with a gray icon, these are service task issues that have been successfully resolved.
Accessing detailed task information
Clicking on a service task on the map brings up the Task Details pane which lets you access critical information such as appointment start and end times, assigned field technician and customer data in one quick glance and edit them as necessary.
Alternatively, simply hovering over a service task on the map pops out the service task hover-card which enables you to quickly view the customer’s contact and appointment details.
Filters for Map View:
On the upper left corner of the Map View page, you can choose to filter the service tasks visible by selecting specific filters. The filters available for Map View are:
- All default filters
- Any custom filter you create with "Type = Service Task"
If a custom ticket filter you created is not visible on Map View, then don't panic! It is intentionally hidden to allow you to focus on service tasks. Navigate to Tickets page again to access your full list of custom filters.
If you have multiple service tasks with the same location coordinates, you will see only one representative service task on Map View due to Google Maps limitations. The service task that you view will be dependent on the filter that you've chosen.
