Roles in Workforce Optimization

[sarvagya]

We have listed here the roles that exist in WFO along with an explanation of which roles can be associated with what kind of users in the company. 

WFO Administrator  

Persona Summary 

The WFO Administrator is considered a ServiceNow super user with the highest level of access within the Workforce Optimization (WFO) applications and modules.  

Companies typically take one of the following two approaches to cover this persona:  

• They keep this elevated access with the existing team of ServiceNow System Administrators because they have the most training and experience on the platform.  

Or 

• They designate a group of users to own this persona so that any WFO specific admin needs can be handled without using up the bandwidth of ServiceNow platform System Administrators.  
  Note: When this group is granted the WFO specific admin role, it will NOT give them the full platform admin role.  

Recommended Roles for the WFO Admin Persona 

1. Grant the WFO Admin role (sn_wfo_cfg_itsm.admin). This is the WFO specific System Administrator role with all access for managing shifts, coaching, and configuring teams and Manager Workspace. It grants administrative rights to create, read, update, and delete (CRUD) Coaching, Scheduling, Teams, or Channel Management applications. 
2. Grant the WFO Channel Admin role (sn_channel_mgmt.admin). This is the WFO specific System Administrator role with all access for Service Channels and Queues; it is NOT automatically inherited from the WFO Admin role described above.  

Key roles inherited by the WFO Admin persona

Role name	Capabilities
skill_admin	Skill Determination Rules + everything for skill_manager role (Skills Dashboard, Manage IT Skills, Skill Taxonomy)
sn_agent_forecast.admin	Demand Forecast Properties
sn_coaching.admin	Coaching Surveys
sn_shift_planning.admin	Shift Planning, Time Attendance
sn_team_perf.team_performance_admin	WFO Teams Properties
sn_wfo_cfg_itsm.manager	All the access to the WFO Manager role (see Manager persona on next page)
sn_wfo_work_sched.admin	Work Scheduler Properties

WFO Manager  

Persona Summary  

This persona is any Manager that you expect to use Manager Workspace to evaluate queues and KPIs. Typically, at a minimum, this would mean any listed group managers for teams that are assigned incidents, interactions, etc.  

Recommended Roles for the Manager persona  

Grant the WFO Manager role (sn_wfo_cfg_itsm.manager). This is the Manager persona with all the access for managing shifts, coaching, and reading team performance data. It grants rights to create, read, or update, Coaching, Scheduling, Teams, or Channel Management applications. 

Key roles inherited by the WFO Manager persona

Role name	Capabilities
skill_manager	Skills Dashboard, Manage IT Skills, Skill Taxonomy
sn_agent_forecast.user	Read access to forecast tables
sn_coaching.coach	Coach Dashboard, Coaching Opportunities, Course Items   If the customer has Coaching with Learning module - Learning Catalogs, Learning Tasks
sn_shift_planning.admin	Shift Planning, Time Attendance
sn_team_perf.team_performance_user	WFO Assignment Groups, WFO KPI Groups, WFO KPIs
sn_channel_mgmt.user	View access to channel/reports
sn_wfo_work_sched.manager	Work Scheduler

Team Lead 

Persona Summary 

Some customers have a requirement for an additional role that’s between the manager and agent roles. No umbrella role exists for a Team Lead persona as of now.  

Suggestion 

A Team lead role can be created which contains a set of roles based on the customer’s requirements. Below is an example of a set of roles contained with the Team lead role. 

Recommended Roles for the Team Lead Persona

1. WFO Employee role (sn_wfo_cfg_itsm.employee) 
   This is the container role for agents/non-manager users to see WFO information on agent experiences/SOW workspace. It grants read rights for Coaching, Scheduling and Teams applications. 
2. Grant the role of itil. It is required to access SOW. 
3. awa_agent – Advanced work assignment (gives access to status and assignments of agents)  
4. sn_wfo_cfg_ws.manager - Gives access to Manager Workspace 
5. sn_agent_forecast.user - Read access to forecast tables. 
6. sn_shift_planning.admin - Shift Planning, Time Attendance 
7. sn_channel_mgmt.user - View access to channel/reports  
8. sn_wfo_work_sched.manager - Work Scheduler  

Key roles inherited by the Team Lead persona

Role name	Capabilities
sn_wfo.user	Grants read access to primary group and additional managers
skill_user	All Skills, Group Skills, Skill Levels, User Skills
sn_coaching.trainee	Trainee Dashboard, Coaching Assessments, Learning Content
sn_shift_planning.user	Event Configuration, Event Types, Schedule Plans, Shift Plans
sn_team_perf.team_performance_user	WFO Assignment Groups, WFO KPI Groups, WFO KPIs

Disclaimer – This role will have access to the Team Performance module.  

Agent  

Persona Summary 

This is an Agent (AKA worker, fulfiller, team member, engineer, etc.) that is a member of one or more groups. This persona DOES NOT interact with the Manager Workspace; instead, this persona primarily uses the Service Operations Workspace (SOW). The WFO Employee role provides the access necessary for functions such as coaching and skills.  

Recommended Roles for the Agent Persona 

1. Grant the WFO Employee role (sn_wfo_cfg_itsm.employee). This is the container role for agents/non-manager users to see WFO information on agent experiences/SOW workspace. It grants read rights for Coaching, Scheduling and Teams applications. 
2. Grant the role of itil. It is required to access SOW. 

Key roles inherited by the Agent persona

Role name	Capabilities
sn_wfo.user	Grants read access to primary group and additional managers
skill_user	All Skills, Group Skills, Skill Levels, User Skills
sn_coaching.trainee	Trainee Dashboard, Coaching Assessments, Learning Content
sn_shift_planning.user	Event Configuration, Event Types, Schedule Plans, Shift Plans
sn_team_perf.team_performance_user	WFO Assignment Groups, WFO KPI Groups, WFO KPIs

Show/Hide a Module  

Grant the following role(s) to a user for them to make a module visible in the left panel of a Workspace  

Manager Workspace 

This module is visible	With this role	In this workspace
Coaching
Coaching/Coaching with Learning	sn_coaching.coach	Manager Workspace
Work scheduler
Work Scheduler	sn_wfo_work_sched.manager	Manager Workspace
Schedules
Schedules	sn_shift_planning.admin	Manager Workspace
Team Performance
Team Performance	sn_team_perf.team_performance_user	Manager Workspace
Channel Management
Channel Management	sn_channel_mgmt.user	Manager Workspace

Service Operations Workspace

This module is visible	With this role	In this workspace
Coaching
Coaching/Coaching with Learning	sn_coaching.trainee	Service Operations Workspace
Schedules
Schedules	sn_shift_planning.agent	Service Operations Workspace

Important! 

The Key Inherited Roles for all personas listed in the sections above contain additional inherited roles in the product than the ones listed above. In this document, we have distilled the inherited roles that are key to using the WFO application. For a detailed reference to all inherited roles, see Workforce Optimization for ITSM reference.