Workforce Optimization for Field Service
Manage and maintain the productivity of your workforce from a single location using Workforce Optimization for Field Service. Using this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.
Use Workforce Optimization for Field Service to optimize your workforce and manage your teams efficiently. This feature also enables you to coach your teams so that they gain the skills that let you address the demands from your customers.
Workforce Optimization for Field Service introduces Manager Workspace, which provides a real-time overview of the ongoing workload and the team performance. It also helps managers manage the schedules and shifts of their agents. Administrators can configure and customize the workspace using the application capabilities to complete the service objectives efficiently. For more information, see Workforce Optimization for Field Service Manager Workspace dashboard.
[Omitted image "wfo-infographic.png"] Alt text: person sitting in chair with key features of workforce optimization in text around them
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 |
Key Features
-
Scheduling
Manage the scheduling for your agents from Manager Workspace. You can access your team's calendar to view the agent's schedule for coverage and their time-off. This information can help you create shift plans and schedule plans, assign agents to shifts, and publish schedules. You can also create personal events such appointments and meetings on behalf of the agent using calendar. Embedded breaks and lunches let technicians take scheduled time away directly within a work order task, pausing and resuming the task automatically, or by manual action, depending on your Auto-status breaks configuration.
-
Team performance
Organize each of your teams into assignment groups and monitor their performance from Manager Workspace. Create a set of Key Performance Indicators (KPIs) that references Performance Analytics indicators and apply them to all groups within that team to analyze the team performance. From a central location, you can drill into the metrics for a group, an agent, or a work order task within that team.
-
Automating employee coaching and training
Assess your team's performance and set coaching plans to improve their skills. Use Predictive Intelligence to recommend skills based on tasks the agents have resolved. Create coaching opportunities based on the recommendation and train the agents to acquire those skills by assigning the learning content, such as internal knowledge articles and external courses from Udemy.
Related topics
Configuring Workforce Optimization for Field Service
---
title: Workforce Optimization for Field Service
description: Manage and maintain the productivity of your workforce from a single location using Workforce Optimization for Field Service. Using this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/field-service-management/workforce-optimization-for-fsm.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 3
breadcrumb: [Explore, Field Service Management]
---
# Workforce Optimization for Field Service
Manage and maintain the productivity of your workforce from a single location using Workforce Optimization for Field Service. Using this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.
Use Workforce Optimization for Field Service to optimize your workforce and manage your teams efficiently. This feature also enables you to coach your teams so that they gain the skills that let you address the demands from your customers.
Workforce Optimization for Field Service introduces Manager Workspace, which provides a real-time overview of the ongoing workload and the team performance. It also helps managers manage the schedules and shifts of their agents. Administrators can configure and customize the workspace using the application capabilities to complete the service objectives efficiently. For more information, see [Workforce Optimization for Field Service Manager Workspace dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/field-service-manager-workforce/wfo-fsm-manager-wrkspc-dashboard.md).
\[Omitted image "wfo-infographic.png"\] Alt text: person sitting in chair with key features of workforce optimization in text around them
## 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|
## Key Features
- **Scheduling**
Manage the scheduling for your agents from Manager Workspace. You can access your team's calendar to view the agent's schedule for coverage and their time-off. This information can help you create shift plans and schedule plans, assign agents to shifts, and publish schedules. You can also create personal events such appointments and meetings on behalf of the agent using calendar. Embedded breaks and lunches let technicians take scheduled time away directly within a work order task, pausing and resuming the task automatically, or by manual action, depending on your Auto-status breaks configuration.
- **Team performance**
Organize each of your teams into assignment groups and monitor their performance from Manager Workspace. Create a set of Key Performance Indicators \(KPIs\) that references Performance Analytics indicators and apply them to all groups within that team to analyze the team performance. From a central location, you can drill into the metrics for a group, an agent, or a work order task within that team.
- **Automating employee coaching and training**
Assess your team's performance and set coaching plans to improve their skills. Use Predictive Intelligence to recommend skills based on tasks the agents have resolved. Create coaching opportunities based on the recommendation and train the agents to acquire those skills by assigning the learning content, such as internal knowledge articles and external courses from Udemy.
**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)
[Workforce Optimization for Field Service components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/components-wfo-fsm.md)
[Workforce Optimization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/field-service-manager-workforce/using-wfo-fsm.md)
[Embedded breaks and lunches](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/work-order-management/embedded-breaks-and-lunches.md)
| title | Workforce Optimization for Field Service |
| description | Manage and maintain the productivity of your workforce from a single location using Workforce Optimization for Field Service. Using this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/field-service-management/workforce-optimization-for-fsm.html |
| release | australia |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 3 |
| breadcrumb | ExploreField Service Management |