Configure an agent's profile

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • Configure shifts, skills, schedules, and schedule attributes for agents in your organization.

    Before you begin

    Role required: admin

    Ensure you have created a user and added the user to the appropriate user group applicable for agents.

    About this task

    Configuring an agent appropriately is essential for scheduling and assigning tasks to agents. An accurately configured profile ensures the right responsibilities to each agent based on their skills, permissions, and availability.

    Field Service Management capabilities like Route Optimization, Territory Planning, Dynamic Scheduling, or Intelligent Task Recommendations consider an agent’s scheduling attributes (Resource Schedule Attributes table) from the agent's profile for the given day to optimize capacity and task assignment.
    Note:
    An agent can access and use Field Service Management capabilities based on the roles and permissions configured for the agent.

    Procedure

    1. Navigate to All > User Administration > Users.
    2. Select an agent name.
      The agent profile preview appears.
    3. In the Skills related list, either add new skills or edit existing skills for the agent.
      To Do this
      Add new skills
      1. Select New.
      2. In the Name field, enter a skill name.
      3. In the Description field, enter the description for the skill.
      4. Select Submit.
      Edit existing skills
      1. Select Edit.
      2. Add skills from the Available to the Selected column.
      3. Select Save.
      The selected skill is added to the Skills list in the user profile.
    4. Add or update agent schedules.
      1. In the Agent Schedules related list, do one of the following:
        • To view an agent schedule, select a schedule record.
        • To add schedule for the agent, select New.
        • In the Agent Work Schedule form, fill in the fields as needed:
          Field Description
          From Date The start date of the agent work schedule.
          To Date The end date of the agent work schedule.
          User Name of the agent.
          Work Schedule Name of the work schedule.
          Type The type of schedule.
      2. Select Submit to create a new record, or Update to modify the record.
    5. Add or update schedule attributes.
      1. In the Resource Schedule Attributes related list, do one of the following:
        • To view, modify, or delete agent schedule attributes, select a record.
        • To add a new schedule attributes for the agent, select New.

        In the Resource Schedule Attributes form, fill in or modify the fields as needed.

        Note:
        You can switch the agent's user profile view to FSM Profile or add the Resource Schedule Attributes related list to the form if it doesn't appear by default.
        Field Description
        Rank

        Sets a ranking rule to prioritize the schedule attributes. The record with the highest rank overrides the other records for a date range.

        The default rank is 10.
        Default If selected, this schedule attribute will be set as the default.
        Agent Name of the agent.
        Start location The location where the agent starts work.
        From The schedule attribute start date.
        End location The location where the agent ends work.
        To The schedule attribute end date.
        Travel outside of work hours Indicates whether the agent can travel outside of work hours.
        Post shift max work overtime The maximum overtime allowed for the agent beyond the scheduled shift.
        Distance Unit
        The unit of distance. The available units are:
        • Miles
        • Kilometers
        The default unit is Miles.
        Pre shift max travel time The maximum travel time allowed before the agent starts the scheduled shift.
        Note:

        This duration is applicable for scheduling and assigning tasks with Schedule Optimization.
        Maximum travel radius

        The maximum distance (measured in the specified distance unit) from the agent's starting location to consider when assigning work order tasks in the Dispatcher Workspace, work order form, or dynamic scheduling.

        A warning message appears if the assigned task is outside of the radius between the task location and the agent's location.
        Post shift max travel time The maximum travel time allowed after the agent ends the scheduled shift.
        Note:

        This duration is applicable for scheduling and assigning tasks with Schedule Optimization.
        Maximum part search radius

        The maximum distance (measured in the specified Distance Unit) from the current location to search for stockrooms to request an inventory.

        The default value is 50 miles.

        Note:
        The stockroom map screen in the Now Mobile Agent application displays the distance in kilometers.
        Maximum travel time between stops

        The maximum duration the agent can travel between stops.

        Note:

        This duration is applicable for scheduling and assigning tasks with Schedule Optimization.
        Work penalty per hour

        The penalty applied for each hour worked by the agent during their scheduled work time.

        This penalty helps to optimizing schedules based on agent optimization weight through Schedule Optimization.
        Travel penalty per hour The penalty applied for each hour the agent travels during work assignments.
        Overtime penalty per hour The penalty applied for each overtime hour the agent works during work assignments.
      2. Select Submit to create a new record, or Update to modify the record.

    Result

    The agent's profile is configured with the appropriate details.