Configuring users

As an administrator, you can configure user groups and individual users. A user is an individual who is a member of your Field Service organization and can access your instance.

Configuration overview

The steps for configuring users are:

1. Set up Field Service user groups

   Simplify user administration by assigning roles to user groups instead of individual users. Create user groups that contain all the roles required by each type of user, and then assign users to those groups. The users inherit all the roles assigned to the user group.

2. Assign additional managers to user groups when Workforce Optimization for Field Service is installed

   Appoint additional managers for your user groups when Workforce Optimization for Field Service is active, ensuring the continuity of work in the absence of a manager.

3. Create a user

   Create users using the ServiceNow AI Platform user administration feature or during guided setup.