--- sourceDocument: Brazil Field Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/field-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Field Service Management ft:clusterId : - fsm bundleId : - fsm workflow : - Customer and Industry --- # Dispatcher Workspace # Dispatcher Workspace {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Dispatcher Workspace Dispatcher Workspace is a centralized platform designed to help dispatchers efficiently manage field service teams and customer interactions. It enables dispatchers to forecast issues, optimize scheduling, and improve operational efficiency for both field teams and customers. The workspace offers a configurable layout with customizable task and agent cards, advanced search, filters, and sorting options to tailor the dispatching experience. Show full answer Show less ## Key Features * **Single Workspace:** View all relevant information---such as unassigned tasks, technician schedules, and maps---in one configurable screen. * **Automated Work Assignment:** Automatically assign work orders based on technician skills, parts availability, distance, access hours, and recommendations using dynamic scheduling. * **Route Optimization:** Minimize travel time and costs by calculating and visualizing the most efficient technician routes across multiple locations. * **Intelligent Task Recommendations:** Enhance agent utilization by providing smart task assignment suggestions. * **Multiple Time Zones:** Display multiple time zones simultaneously to efficiently manage geographically dispersed agents. * **Assignment Assistance:** Quickly sort and select the best agents for tasks based on customizable criteria such as proximity, availability, and skills. * **Drag-and-Drop Scheduling:** Easily assign and reschedule tasks by dragging work orders to available time slots for technicians, considering location and skills. * **Advanced Filters:** Use detailed filters to find specific agents, crews, contractors, or equipment efficiently. * **Add Agents:** Dispatchers can add any agent from their managed territories or assignment groups directly into the workspace for on-demand task assignment. ## Practical Examples * **Assign HVAC Technician:** When a customer reports an issue, the system automatically matches and assigns a qualified technician based on location and service agreements, with real-time status updates. * **Optimize Technician Daily Route:** Dispatchers assign multiple jobs, and the system calculates the optimal route to reduce travel time and increase the number of completed tasks per shift. ## Benefits for ServiceNow Customers By leveraging Dispatcher Workspace, ServiceNow customers can simplify resource management, meet service level agreements more effectively, and maximize productivity. The platform's automation and optimization capabilities reduce manual scheduling efforts, improve technician utilization, and enhance the overall customer experience through timely and efficient service delivery. Dispatchers can efficiently manage field teams and customer experience to achieve positive outcomes for your organization through Dispatcher Workspace. Forecast potential problem areas before they arise and maximize operational efficiency for both field teams and customers. Watch this short video to see how dispatchers use Dispatcher Workspace. Dispatcher Workspace is the main working space for dispatchers, bringing speed and efficiency to field service scheduling. It provides dispatchers and managers with a complete view of tasks, teams, locations, and status. Dispatcher Workspace has a configurable layout so dispatchers can create a personalized display with custom filters, advanced search, and sort options. Task and agent cards can be customized to display relevant information. ## Example: Assign HVAC Technician {#dispatcher-activities__section_example_assign_hvac_technician} A customer reports that their AC unit is not cooling. The system automatically assigns a qualified HVAC technician matched to the customer's location and service agreement, and the technician receives the job assignment with real-time status updates. {#dispatcher-activities__table_assign_hvac_technician_process_flow__entry__3} | Step | Actor | Action | |-|-|-| | 1 | Dispatcher | Reviews the queue | | 2 | System | Evaluates technician fit | | 3 | Dispatcher | Assigns the job | | 4 | System | Notifies technician | | 5 | System | Updates work order status to Dispatched | [ ] {#dispatcher-activities__table_assign_hvac_technician_process_flow} ## Example: Optimize Technician Daily Route {#dispatcher-activities__section_example_optimize_technician_daily_route} A dispatcher assigns multiple work orders across different locations and needs to minimize technician travel time without manually reordering the schedule. Route Optimization evaluates all job locations, calculates the most efficient route, and reorders tasks automatically, reducing travel time and improving the number of jobs a technician can complete in a single shift. {#dispatcher-activities__table_optimize_technician_daily_route_process_flow__entry__3} | Step | Actor | Action | |-|-|-| | 1 | Dispatcher | Assigns multiple jobs | | 2 | System | Evaluates job locations | | 3 | System | Calculates optimal route | | 4 | System | Reorders task schedule | | 5 | Technician | Follows optimized route | | 6 | System | Minimizes travel time | [ ] {#dispatcher-activities__table_optimize_technician_daily_route_process_flow} ## Key features {#dispatcher-activities__section_bqr_llr_xxb} With Dispatcher Workspace, you can manage work efficiently, simplify resource management, deliver on service level agreements, and maximize productivity. Key benefits of Dispatcher Workspace include: Single workspace : See everything in one configurable screen, from unassigned tasks to technician schedules and maps. For more information, see [Customize Dispatcher Workspace](https://www.servicenow.com/docs/_xVM~r~LO9wt~ylldiCMHA "Use UI Builder to build pages for CRM Workspace or custom web experiences using Next Experience and custom web components.") and [Dispatcher dashboard](https://www.servicenow.com/docs/gtr6ZI50V89I8ftMiFPeog "Get real-time visibility into work orders, schedules, agent locations and statuses through the Dispatcher dashboard."). Automated work assignment : Schedule work orders based on technician skills, parts, distance, recommendations, and access hours. * Utilize dynamic scheduling to automatically assign work orders based on various factors, including skills, availability, and distance. For more information, see [Dynamic scheduling](https://www.servicenow.com/docs/F2z0l~8udS2tf4GFMKCRCQ "Dynamic Scheduling is an advanced and flexible mechanism to manage work tasks for field agents. It makes scheduling easier and lets dispatchers handle exceptions and changes effectively."). * Streamline work assignments for crews by automating the scheduling process. For more information, see [Field Service Crew Operations](https://www.servicenow.com/docs/Pfyat_RWxWPH4KeTd0MpMw "Simplify your scheduling process and create a crew of Field Service technicians that can be assigned to work together using the Field Service Crew Operations feature."). {#dispatcher-activities__ul_cqr_k3b_yxb} Route optimization : Reduce travel time and costs by visualizing and improving multiple technician routes simultaneously. Intelligent task recommendations : Improve agent utilization through intelligent task recommendations. For more information, see [Intelligent Task Recommendation](https://www.servicenow.com/docs/lWcZyePEOwE0QTRIXXyRGA "Intelligent Task Recommendation helps dispatchers to improve agent utilization by recommending tasks to fill agent schedules. Agents can also view the recommended tasks and assign them to themselves using the ServiceNow Agent mobile app."). Multiple time zones : Add multiple time zones to Dispatcher Workspace and quickly see where agents are located. This includes stacking time zones one on top of the other so the dispatcher doesn't have to show only one time zone at a time. Assignment assistance : Quickly sort a list of the best agents to assign a work order task based on the criteria that dispatchers choose from. Drag work assignments based on proximity, availability, and skills : Enable dispatchers to drag-and-drop work assignments so they can assign tasks to technicians based on proximity, availability, and the specific skills required. Dispatchers can see an overview of what times are available for technicians and the current distance from tasks. Dispatchers can then drag unassigned work onto available times for technicians.Dispatchers can efficiently route work to technicians and monitor their performance. Route optimization determines the optimal route for them to service multiple locations. Advanced filters : Advanced filters allow dispatchers to fine-tune their filtering of agents, contractors, crews, or equipment and find exactly what they're looking for. Add agents : Dispatchers can add any agent that is part of a territory or assignment group they manage to Dispatcher Workspace. This allows dispatchers to quickly assign tasks on demand. **Related concepts** * [Configuring Dispatcher Workspace](https://www.servicenow.com/docs/7LMD4rkKjh~mrQ~bFwWCzw "Configure the Dispatcher Workspace to optimize task management and agent assignments.") * [Using Dispatcher Workspace](https://www.servicenow.com/docs/7UfrBI0GZH_JlZNVFz9BaA "Dispatcher Workspace is a configurable scheduling application that enables you to efficiently route work to field service agents and monitor their performance.")