Orlando Field Service Management

Orlando Field Service

Management
Last updated: May 14, 2020

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 Orlando Field Service Management

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Company Headquarters
2225 Lawson Lane
Santa Clara, CA 95054
United States
(408)501-8550

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 Orlando Field Service Management

CSM integration with Financial Management

Plugins for Customer Service Management and Field Service Management provide an
integration with the Financial Management application as well as dashboards and
reports.

The Financial Management application enables you to allocate, track, and report on
expenses in your organization. When the Financial Management application allocates
an expense, it breaks down the expense into detailed amounts of money called
allocations. These allocations can be associated with specific segments and accounts
for a specific cost model. The integration with Financial Management provides cost
allocations for Customer Service Management and Field Service Management.

Use these cost allocations on the Financial Management workbench, which provides
financial administrators with a graphical interface to allocate expenses. Access the
workbench through the Cost Transparency > Workbench module.

Plugins
Two different plugins, one for Customer Service Management and one for Field Service
Management, enable the integration with Financial Management. These plugins also
add dashboards based on cost allocations.

• Performance Analytics - Content Pack - Financial Management for Customer Service

plugin (com.snc.pa.fm.csm).

• Performance Analytics - Content Pack - Financial Management for Field Service

Management plugin (com.snc.pa.fm.fsm)

The Performance Analytics - Content Pack - Financial Management for Customer

Service plugin includes demo data for FY16: Q1 through FY17: Q2. The demo data
includes records with the CSFM prefix, which indicates that the records are for the
Customer Service Management integration with Financial Management. Activating the
plugin adds these records to the Case (sn_customerservice_case) table.
Note: The Performance Analytics - Content Pack - Financial Management for Field
Service Management plugin does not include demo data.

Cost models

A cost model is a set of rules, methods, and metrics that determines the allocation of
expenses. Select cost models on the Data Definitions tab of the Financial Management
workbench.

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For Customer Service Management, the integration with Financial Management

provides these cost models:

• CSM Allocation Model for Cust Account: allocates expenses for individual B2B
customer accounts.

• CSM Allocation Model for Channels: allocates expenses for communication channels.

For Field Service Management, the integration with Financial Management provides this
cost model:

• FSM Allocation Model for Company: allocates expenses for companies.

Segment hierarchy
All accounts in the chart of accounts belong to segments which are structured in a
hierarchy. This hierarchy enables the roll-up of expenses from lower-level accounts and
segments to higher-level accounts and segments.

• CSM Allocation Model for Cust Account uses this segment hierarchy: Assignment
Group > Product > Customer Account.

• CSM Allocation Model for Channels uses this segment hierarchy: Assignment Group >
Product > Channels.

• FSM Allocation Model for Company uses this segment hierarchy: Assignment Group >
Product > Company.

Account buckets

Use account buckets to categorize cleansed expenses before assigning them to

accounts and segments. Account buckets can be organized in parent-child
relationships so that several child buckets can refer to a single parent bucket.

The Customer Support and Field Service Support account buckets include:

• Facilities

• IT Chargeback

• Payroll and Labor Expenses

• Professional Fees & Services

• Supplies

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 Orlando Field Service Management

• Training

• Other expenses

Allocation metrics
Allocation metrics are rules that you can create and use to split an allocation based on
dimensions such as:

• Number of Customer Service cases: allocate expenses to a product based on the

number of cases closed in a fiscal period.

• Total Customer Service case resolution time: allocate expenses to a product based on
the total hours worked on cases closed in a fiscal period.

• Number of Field Service work order tasks: allocates expenses to a product based on
the number of work order tasks completed in a fiscal period.

• Total work order completion time: allocates expenses to a product based on the total
hours worked on tasks completed in a fiscal period.

For Customer Service Management, the integration with Financial Management

provides these allocation metrics:

• CSM Allocate to Assignment Groups by Headcount

• CSM Allocate to Product by # Cases

• CSM Allocate to Product by Case Time Worked Duration

• CSM Rollup from AssgGrp to Product by # Cases

• CSM Rollup from AssgGrp to Product by Case Time Worked Duration

• CSM Rollup from Product to Account by # Cases

• CSM Rollup from Product to Account by Case Time Worked Duration

For Field Service Management, the integration with Financial Management provides
these allocation metrics:

• FSM Allocate to Assignment Groups by Headcount

• FSM Allocate to Product by # Work Orders

• FSM Rollup from Product to Company by # Work Orders

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United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are
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 Orlando Field Service Management

User roles
These roles can access the Financial Management workbench (Cost Transparency >
Workbench):

• cost_transparency_analyst

• cost_transparency_admin

• financial_mgmt_user

• financial_mgmt_admin

Dashboards and reports

The Performance Analytics - Content Pack - Financial Management for Customer
Service and Performance Analytics - Content Pack - Financial Management for Field
Service Management plugins provide the following dashboards:

• CSM Financials Dashboard

• FSM Financials Dashboard

Navigate to Performance Analytics > Dashboards and select the desired dashboard
from the Dashboard menu.

Related topics

• Financial Management

• Financial Management Workbench

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ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the
United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are
associated.
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