WFO product docs now under CSM

[AnitaDogra]

Workforce Optimization documentation just got easier to find – here's where everything moved!

Ever found yourself switching between two separate documentation sets just to complete one workflow? Here is some good news for you! Workforce Optimization (WFO) documentation is now integrated directly into Customer Service Management (CSM).

Where to find your WFO content now

📍Getting started with WFO? Customer Service Management > Explore > Workforce Optimization for Customer Service - Start here for overviews and what WFO is all about.

📍 Setting up or configuring WFO? Customer Service Management > Configure > Extend capabilities > Optimize workforce operations - Browse all the setup, activation, and configuration topics here.

📍 Using WFO day-to-day? Customer Service Management > Use > Agent management > Workforce Optimization for Customer Service - Get everything your agents and managers need to know to do their jobs: Manager workspaces, scheduling, coaching, teams, and demand forecasting.

📍 Need technical details? Customer Service Management > Reference > Workforce Optimization for Customer Service reference- View reference material, and technical details for advanced users.

What changed (and what didn't)

The content hasn't changed - it's just moved. WFO topics are now nested under CSM navigation. If you have saved bookmarks, use the paths above to find and update them, or search by topic name.

We want to hear from you

Is the new structure working well for you? Found exactly what you were looking for? Have an idea for improvement? Reply below and let us know! Your feedback helps us enhance the documentation experience for everyone.

Happy exploring, and thanks for being part of the ServiceNow community!