---
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


---

# Workforce Optimization

# Workforce Optimization {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Enhance the quality and efficiency of your teams using smart scheduling, team structure,
and real-time refreshing single scores. Assess the quality of tasks completed, recommend skills
for agents, and train them to address skill gaps.

## Example: Improve Technician Utilization {#using-wfo-fsm__section_example_improve_technician_utilization}

A field service organization identifies underutilized technicians and needs to rebalance workloads across the team without manually reassigning individual tasks. Workforce Optimization for Field Service gives managers real-time
visibility into team utilization, enables workload and territory adjustments, and automatically redistributes assignments so technicians receive balanced, up-to-date schedules.
{#using-wfo-fsm__table_improve_technician_utilization_process_flow__entry__3}

| Step | Actor | Action |
|-|-|-|
| 1 | Manager | Reviews utilization dashboards |
| 2 | System | Identifies underutilized technicians |
| 3 | Manager | Adjusts workloads and territories |
| 4 | System | Redistributes assignments |
| 5 | Technician | Receives and approves or rejects updated schedule |
| 6 | Manager | Monitors utilization improvements |
[ ]

{#using-wfo-fsm__table_improve_technician_utilization_process_flow}
**Related concepts**   

* [Configuring Workforce Optimization for Field Service](https://www.servicenow.com/docs/qrlUIOtepctBg7nidTTsqw "Enable Workforce Optimization for Field Service and configure settings to use the Scheduling, Teams, and Coaching applications.")