Workforce Optimization

---
title: Workforce Optimization
description: Enhance the quality and efficiency of your teams using smart scheduling, team structure, and real-time refreshing single scores. Assess the quality of tasks completed, recommend skills for agents, and train them to address skill gaps.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/field-service-management/field-service-manager-workforce/using-wfo-fsm.html
release: australia
product: Field Service Manager Workforce
classification: field-service-manager-workforce
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Managing workforce, Use, Field Service Management]
---

# Workforce Optimization

Enhance the quality and efficiency of your teams using smart scheduling, team structure, and real-time refreshing single scores. Assess the quality of tasks completed, recommend skills for agents, and train them to address skill gaps.

## Example: Improve Technician Utilization

A field service organization identifies underutilized technicians and needs to rebalance workloads across the team without manually reassigning individual tasks. Workforce Optimization for Field Service gives managers real-time visibility into team utilization, enables workload and territory adjustments, and automatically redistributes assignments so technicians receive balanced, up-to-date schedules.

|Step|Actor|Action|
|----|-----|------|
|1|Manager|Reviews utilization dashboards|
|2|System|Identifies underutilized technicians|
|3|Manager|Adjusts workloads and territories|
|4|System|Redistributes assignments|
|5|Technician|Receives and approves or rejects updated schedule|
|6|Manager|Monitors utilization improvements|

**Related topics**  


[Configuring Workforce Optimization for Field Service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/workforce-optimization-for-field-service/configuring-wfo-fsm.md)