--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Work scheduler # Work scheduler in Workforce Optimization for Customer Service {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Work scheduler in Workforce Optimization for Customer Service The Work scheduler in Workforce Optimization for Customer Service enables centralized management of team workloads, providing visibility into task complexity and work capacity. It allows assigning and reassigning work efficiently from a unified calendar view, enhancing operational control and responsiveness across teams. Show full answer Show less ## Key Features * **For Administrators:** * Create and configure work configurations that managers access in their work queues. * Design and customize work scheduler cards tailored to organizational needs using the Next Experience UI Builder. * Associate scheduler cards to specific work configurations to streamline task management. * **For Managers:** * Create custom preset filters to prioritize work items based on task type (e.g., incident priority) and business use cases (e.g., VIP catalog tasks). * Configure work queues to highlight the most relevant tasks for efficient management. * Assign or reassign work items considering team members' shifts, skills, and recommended matching rules to optimize workload distribution. ## Getting Started * **Administrators** need to activate and set up Work scheduler, including system properties and configurations, enabling managers to assign tasks based on team skills and availability. * **Managers** can customize their work queues and leverage filters and assignment rules to manage team workloads effectively. * All users involved with Work scheduler should familiarize themselves with the components and system roles to maximize the tool's benefits. ## Benefits * Centralized visibility and control over team workloads improve resource management. * Customizable filters and assignment criteria ensure prioritization aligns with business priorities and team capabilities. * Flexible reassignment based on shifts and skills enhances operational agility and efficiency. Manage the work of all your teams from a central location. You can get visibility into your entire teams' workload. From your team's calendar, you can assess the task complexity level and work capacity, and assign or reassign work. The following image provides a high-level overview of Work scheduler. As an administrator, you can: * Create work configurations that managers can view in their work queue. For information on setting up work configurations, see [Set up a work configuration](https://www.servicenow.com/docs/a2B7Cs9ZaJU9ciRINUpVHg "Create a work configuration for a work item. Add filters that display key information that the manager wants to analyze. This work configuration will determine how the work items display on the Work scheduler calendar in manager workspace."). * Create work scheduler cards and configure them based on your needs. For more information, see [Create a Work scheduler card using the Next Experience UI Builder](https://www.servicenow.com/docs/Hbb2zf5LE71SAhjH1lxKsA "Create a work scheduler card and add the components that you want to display based on your needs in the Work Scheduler application in manager workspace."). * Associate the work scheduler cards with work configurations. For more information, see [Associate a work scheduler card to the work configuration](https://www.servicenow.com/docs/AOnaXM21BTuVhw6mfBeHeA "Associate the work scheduler card that you've created to the work configuration to display the card in the Work scheduler sidebar."). {#work-scheduling-wfo-cs__ul_xxd_ghs_25b} As a manager, you can: * Create custom preset filters to prioritize your work items based on what's important for you. * You can define the filters based on task type. For example, you can set filters for incidents that are categorized as Priority 1 and Priority 2. * You can also define filters based on use cases. For example, if you want to prioritize catalog tasks from a VIP business unit over other units, you can define those conditions for the filter. {#work-scheduling-wfo-cs__ul_nyj_rgf_g5b} * Configure your work queue to display the most relevant work items. * Assign or reassign work items based on your teams' shifts, and skill recommendation. * Assign work items based on your teams' shifts. * Add criteria for matching rules and then rank team members and assign work items based on those rules. {#work-scheduling-wfo-cs__ul_wkg_t3s_25b} ## Getting started with Work scheduler in Workforce Optimization for Customer Service {#work-scheduling-wfo-cs__section_f2s_jxx_yxb} Easily find tasks you need to complete in the Scheduling module.{#work-scheduling-wfo-cs__table_irw_nw3_4xb__entry__3} | Benefit | User | Finding tasks to complete in Work scheduler | |-|-|-| | Activate Work scheduler in Workforce Optimization for Customer Service. | admin | [Activate Work scheduler](https://www.servicenow.com/docs/f8Tr98jn3kHIDTH7a0kI_A "Workforce Optimization for Customer Service solution is highly modular, offering a wide range of capabilities such as Channel Management, Scheduling, Coaching, and Teams applications in CSM Manager Workspace. The Workforce Optimization for CSM Configurable Workspace (sn_csm_wfo_workspa) plugin activates all other dependent plugins to enable users to the Channel Management, Scheduling, Coaching, and Teams applications in Workforce Optimization for Customer Service.") | | Refer to the components such as system properties used in Work scheduler. | [Any Work scheduler role](https://www.servicenow.com/docs/d8bcOHNvNQL8iD_WyHlcCQ "Workforce Optimization for ITSM has properties to configure the Work scheduler default behavior.") | [Understand components used in Work scheduler in Workforce Optimization for CSM](https://www.servicenow.com/docs/d8bcOHNvNQL8iD_WyHlcCQ "Workforce Optimization for ITSM has properties to configure the Work scheduler default behavior.") | | Set up Work scheduler for the Work scheduler managers so that assign work items based on their teams' skills, availability, and capacity. | [Work scheduler admin](https://www.servicenow.com/docs/InnDoNBNsA_BEWPOJxFS6A "Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.") | [Set up Work scheduler in Workforce Optimization for CSM](https://www.servicenow.com/docs/XZIA6e~Hc0TarLusdombgg "Customize an existing work scheduler card based on your need. You can also create a work configuration and work scheduler card from scratch and associate them so that managers can view the cards in their work queue.") | | Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items. | [Work scheduler manager](https://www.servicenow.com/docs/InnDoNBNsA_BEWPOJxFS6A "Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.") | [Use Work scheduler in Workforce Optimization for CSM](https://www.servicenow.com/docs/QP5u8Tn99S4Jk52NIUZJVg "Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items.") | [Table 1. Work scheduler] {#work-scheduling-wfo-cs__table_irw_nw3_4xb}