Assigning work using Work Scheduler in Workforce Optimization for Customer Service
concept australia Updated Sep 10, 2026 1 min read work-scheduler-wfo-cs.md
Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items.
Important:
Starting with the Brazil release, Work scheduler is no longer deployed, enhanced, or supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.
Gain insights into which agents have been recommended to work on a task based on the mandatory and optional skills they have.
- Assign work based on your teams' skills and capacity
Plan your teams' work and assign work items such as incidents, problems, change requests, or interactions to them based on their skills, availability, and capacity. View your teams' shifts, events, and work assignments and assign or reassign the work items from a central location. - Create a criteria for a matching rule in Work scheduler
Add a criteria for a matching rule to enable assignment of work items to team members based on the rule.
Parent Topic:Workforce Optimization for Customer Service
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--- title: Assigning work using Work Scheduler in Workforce Optimization for Customer Service description: Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/work-scheduler-wfo-cs.html release: australia topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 1 breadcrumb: [Workforce Optimization for Customer Service, Agent management, Use, Customer Service Management] --- # Assigning work using Work Scheduler in Workforce Optimization for Customer Service Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items. **Important:** Starting with the Brazil release, Work scheduler is no longer deployed, enhanced, or supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base. Gain insights into which agents have been recommended to work on a task based on the mandatory and optional skills they have. - **[Assign work based on your teams' skills and capacity](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/track-tasks-teams-wfo-cs.md)** Plan your teams' work and assign work items such as incidents, problems, change requests, or interactions to them based on their skills, availability, and capacity. View your teams' shifts, events, and work assignments and assign or reassign the work items from a central location. - **[Create a criteria for a matching rule in Work scheduler](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/assignment-rules-work-scheduler-wfo-cs.md)** Add a criteria for a matching rule to enable assignment of work items to team members based on the rule. **Parent Topic:**[Workforce Optimization for Customer Service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/use-configurable-wfo-cs.md)
| title | Assigning work using Work Scheduler in Workforce Optimization for Customer Service |
| description | Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/work-scheduler-wfo-cs.html |
| release | australia |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | Workforce Optimization for Customer ServiceAgent managementUseCustomer Service Management |