G2

Krishna J.

salesforce developer

Enterprise (> 1000 emp.)

9/17/2026

"Accurate Scheduling and Auto Work Orders That Save Our Dispatch Team Time"

4/5

What do you like best about ServiceNow Field Service Management?

Customer incidents automatically convert into work orders, which saves our dispatch team a lot of manual coordination. Technician scheduling based on location and skillset is impressively accurate, so jobs get assigned to the right person without much back and forth. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow Field Service Management?

Setup isn't simple - it needed a ServiceNow partner to configure things properly since our internal team couldn't manage it alone. Reporting also needs extra tweaking to match exactly what our managers want to see, which takes time. Review collected by and hosted on G2.com.

What problems is ServiceNow Field Service Management solving and how is that benefiting you?

It’s mainly helped close the gap between customer support and our field teams. Incidents now convert into work orders automatically, so technicians get assigned faster and we’ve eliminated a lot of the manual handoffs. Scheduling based on skills and location has also reduced mismatched assignments.

The biggest benefit for us is visibility. We can track a job from start to finish in one platform, which leads to fewer follow-up calls and clearer accountability around where things stand at any given time. Review collected by and hosted on G2.com.