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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Managing agents and tasks from Workforce

# Managing agents and tasks from Workforce {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Workforce is a configurable application that provides a centralized location for managing schedules, events, and tasks. Users with the wm_basic role can access the team calendar, agent schedules, and map to stay organized and
informed.

## What managers can do {#using-manager-workforce__section_zlx_3t2_hhc}

Managers can:

* View agent schedules and team calendars.
* Create personal events.
* Track agent location history.
* View tasks on a map.

{#using-manager-workforce__ul_ggp_kt2_hhc}  
Note:  
You must be a manager of a group or territory to view schedules.

## What agents can do {#using-manager-workforce__section_shm_lt2_hhc}

Technicians can:

* View schedules.
* Create personal events.
{#using-manager-workforce__ul_xcv_mt2_hhc}
To manage agents and tasks effectively, explore these topics:

* [Using the team calendar](https://www.servicenow.com/docs/tJDqr7qvQ6A1qZEPnQrqWg "The team calendar in Workforce provides a centralized view of agent schedules and assigned tasks. It lists agents in the selected group and displays work order tasks, case tasks, appointments, and personal time-off events.")

  Access and manage schedules, events, and availability in one place.
* [Using the map](https://www.servicenow.com/docs/TXUjquE9mWELlHhMgF0skg "The map displays agent information and the tasks assigned to them. Field service users can search and view information about agents in their assigned groups and the status of tasks in their area.")

  View tasks and agent locations on an interactive map.
* [View agent location history map](https://www.servicenow.com/docs/rvniAfTSV8Nl2Wmya9LBeA "Access a historical map of field service agents' locations to track and analyze their activities over time.")

  Track historical movements of agents for planning and analysis.
{#using-manager-workforce__ul_oxb_5v2_hhc}