---
sourceDocument: Yokohama Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/field-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Configuring Workforce

# Configuring Workforce {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure Workforce to view agent schedules, create personal events, and view tasks on a map.

The CSM/FSM Configurable Workspace includes Workforce, which is a centralized workspace for essential tools such as the Team Calendar, Map, and Agent Location History Map. This integration allows for access and management of team
schedules, geographical data, and historical agent movements, all from one location.

You can configure the team calendar to select which event types are visible. You can also enable users to switch between assignment group view and territory view. Additionally, you can improve the visibility of team members' schedules
on a group calendar. By enabling team calendar visibility, they make these schedules accessible to both their own group and other groups.

To enable the territory view, you must [Configure Field Service Territory Planning](https://www.servicenow.com/docs/yKQtfJ36mVyvtkdSx~YQ6A "Field Service Territory Planning identifies the best matched territory for a work order task based on conditions that you set. You can then assign tasks to the individual agent or group best positioned to execute a service call based on the associated territories."). Managers need the wm_manager role to view schedules in Workforce. Additionally, each territory must be assigned a manager. For more
information on assigning territories to managers, see [Managing territories and agents from Territory Planning console](https://www.servicenow.com/docs/lmyt17jHinvVO0frG09gPg "Use the Territory Planning Console to assign work orders or work order tasks to agents or crews in the territories that best match their location based on conditions that you set.").

When Workforce Optimization for Field Service is active, you can appoint additional managers to your assignment groups to allow them access to Workforce. This ensures that more team leaders can effectively manage and optimize
Workforce activities. For more information on adding additional managers, see [Assign additional managers to user groups when Workforce Optimization for Field Service is installed](https://www.servicenow.com/docs/mumyuX8F3moBa4PM4TUx9w "When Workforce Optimization for Field Service is active, you can appoint additional managers for your user groups, ensuring the continuity of work in the absence of a manager.").

Workforce supports a high volume of agents and tasks by default. If your workforce management requires expanded capacity, you can contact support or submit a change control request to adjust the configuration.

## Configuration overview {#configuring-workforce__section_mjm_t2d_kcc}

The steps for setting up Workforce are:

* [Configure event types to appear on the Team calendar in Workforce](https://www.servicenow.com/docs/U6F5WN9qaF2e_IkYi~yCnw "Customize the team calendar by configuring which event types are displayed. This control ensures that only relevant events appear, tailored specifically to the team's needs.")

  Customize the team calendar by configuring which event types are displayed.
* [Set your Workforce system properties](https://www.servicenow.com/docs/VZKtL2UPXAu2tzzth8h5Gw "Modify the Workforce configuration by setting system properties to enable visibility for both group and territory views.")

  Modify the Workforce configuration by setting system properties to enable visibility for both group
  and territory views.
* [Configure team calendar visibility for group members](https://www.servicenow.com/docs/sjaI1Rv1xtU~YXFmJFSAQQ "Increase Team calendar visibility to enable teams to better coordinate meetings, events, and tasks.")

  Increase Team calendar visibility to enable teams to better coordinate meetings, events, and tasks.
* [Configure territory view to allow users to see other members' schedules](https://www.servicenow.com/docs/CU7qRMAG9u6Ouf9t9Lb0oA "Allow users to switch between viewing assignment groups and territories within Workforce.")

  Allow users to switch between viewing assignment groups and territories within Workforce.
{#configuring-workforce__ul_rsl_52d_kcc}