The newest version of Support Chat on the web can now view select work order details to quickly determine the scope of your issue and provide guidance.

To better align button names with button actions: ‘Mark Complete’ is now ‘Submit for Review’ and ‘Mark Incomplete’ is now ‘Reopen Work Order’. The functionality of these buttons remains the same.

To streamline the data collection process, providers will now be asked about the site’s completion status and whether a revisit is necessary whenever they check out of a work order.

We have released an improvement to the PSS criteria to ensure Timeliness is calculated correctly on multi-check-in work orders, along with two other improvements focused on Buyer Satisfaction and bundled work orders.

We have made several improvements to the Shipments section of the work order, including enhancing visibility by separating shipments into two tabs: Ship and Return for buyers and Incoming and Outgoing for providers.

We have added the Platform Knowledge Badge, which providers can receive after completing a set of learning modules and passing a voluntary knowledge check. The badge will be displayed within a provider’s profile and will be visible to buyers when making assignment decisions.

We’ve launched an upgraded Support Chat to make it faster and easier to get help on Field Nation. Chat is accessible from any page in the platform by clicking the ? icon and clicking Chat with Support.

The resources that used to live under Help & Support in the profile drop-down have been migrated and are now available from any page in the platform by clicking the ? icon.

Buyers can now see the Provider Success Score and its components (Timeliness Score, Backout Score, and Buyer Satisfaction) when assigning work orders.

Providers now give a reason for every edit made to the Time Log section of a work order. Reasons are visible to both buyers and providers from within the work order History tab.

We’ve launched the Field Nation Community — the go-to hub for providers to connect, exchange best practices, find answers, build relationships, and share feedback.

Providers can now see their Provider Success Score and key service delivery metrics directly from their Field Nation profile.

Providers no longer set a start time on standard arrival window schedules, and are expected to arrive any time within the window. If a buyer indicates that the arrival window schedule requires a Hard Start time, providers will continue to set their Hard Start time. 

Providers can now show the full scope of their commitment and professionalism with work orders from all schedule types impacting their Timeliness Score. Previously, only work orders with Hard Start schedules affected Timeliness Scores. 

The Success Score helps providers identify their strengths and opportunities, stand out to buyers, and win more work.