---
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


---

# Dynamic Scheduling

# Configuring Dynamic Scheduling {#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 Configuring Dynamic Scheduling

Dynamic Scheduling in ServiceNow enables dispatchers to efficiently assign, modify, or cancel work tasks in real-time, optimizing field service operations.
This feature automates task assignment by continuously evaluating task priorities, agent availability, skills, and travel time, allowing dispatchers to focus mainly on exception handling.
It supports both individual agents and planned or dynamic crews to ensure the most appropriate resource is assigned promptly.
Show full answer Show less  

## Key Features

* **Task Selection and Prioritization:** Define filters to select tasks eligible for scheduling based on type, priority, and attributes. Use ordering rules to prioritize critical tasks (e.g., P1 tasks assigned first).
* **Unassignment Rules:** Configure criteria to unassign previously assigned tasks, facilitating reassignment to higher priority tasks or coverage during agent time off.
* **Agent Selection Criteria:** Utilize agent skills, schedules, travel time, and proximity to determine the best agent for each task. Dynamic Scheduling respects the 'Travel outside of work hours' setting but not pre/post-shift travel times.
* **Support for Crews:** Assign tasks to planned or dynamic crews by activating the Field Service Crew Operations plugin and defining crew schedules and locations.
* **Advanced Configuration Options:** Customize dynamic scheduling with options such as assigning the same agent to multiple tasks, honoring customer preferences, and prioritizing critical work orders.

## Configuration Steps

* **Activate the Dynamic Scheduling Plugin:** Enable the com.snc.dynamicscheduling plugin to use this feature.
* **Understand the Process Engine:** Familiarize with how dynamic scheduling continuously assigns work orders in real-time based on current statuses.
* **Define Roles:** Ensure administrators, dispatchers, and field agents are prepared to manage and utilize dynamic scheduling.
* **Set Up Agent Schedules:** Configure agent availability to allow optimal task assignment.
* **Select Dynamic Scheduling as the Assignment Mechanism:** Choose it as the default method for task assignment.
* **Review and Customize System Properties:** Adjust settings to fit organizational needs and business processes.
* **Create Task Filters, Ordering Rules, and Unassignment Criteria:** Tailor these to target the right tasks and agents, improving efficiency and ensuring coverage.
* **Validate Configuration:** Check for any misconfigurations or issues that could affect performance.

## Benefits for ServiceNow Customers

* Streamlines dispatch operations by automating task assignments while allowing manual intervention for exceptions.
* Improves resource utilization by matching tasks with the most qualified and available agents or crews.
* Ensures high-priority and critical tasks receive timely attention through customizable prioritization rules.
* Maintains service continuity by enabling flexible task unassignment and reassignment, accommodating agent absences and changing conditions.
* Supports efficient management of both individual agents and crew-based assignments, enhancing operational scalability.  
Configure dynamic scheduling to let dispatchers to easily assign, change, or cancel work tasks. Optimize work order task assignments and streamline field service operations by setting up dynamic scheduling according to your
organization's requirements.

Dynamic scheduling enables dispatchers to auto assign tasks and adapt to changing conditions, as well as needing to focus only on exception cases. Using this feature, you can:

* Select a set of tasks for scheduling.
* Prioritize the tasks in the set based on ordering rules (for example, assign P1 tasks first).
* Use ordering rules and unassignment constraints to unassign previously assigned tasks to allow the assignment of higher priority tasks.
* Use selection criteria such as agent skills and travel time to select agents.
* Reassign tasks for agent time off.

{#Configure-dynamic-scheduling__ul_k3x_zmb_mcc}

Dynamic Scheduling doesn't use the pre-shift and post-shift maximum travel time values when scheduling tasks. Dynamic Scheduling only uses the Travel outside of work hours Boolean setting in the agent schedule attribute plan to
determine travel eligibility outside of work hours.

## Configuration overview {#Configure-dynamic-scheduling__section_fgm_qb5_lcc}

The steps to set up Dynamic Scheduling are:

1. [Activate dynamic scheduling](https://www.servicenow.com/docs/aWzeNYy8TAGrl81CWqunJQ "Activate the dynamic scheduling feature by activating the Field Service Management plugin (com.snc.work_management)."): Activate the Dynamic Scheduling plugin (com.snc.dynamic_scheduling) to enable the dynamic scheduling functionality in your system.
2. [Learn Dynamic Scheduling process engine](https://www.servicenow.com/docs/TKNUmzDkoRNG6~UPSdDgKw "Dynamic scheduling streamlines the allocation of work orders and tasks to field service agents in real-time. This intricate process ensures that each task is matched with the most appropriate agent at the most suitable moment, thoughtfully considering a range of variables, including agent availability, location, skills, and workload."): Dynamic Scheduling optimizes and assign work orders to field service agents in real-time. It involves continuously monitoring the status of tasks and available agents and making intelligent decisions to ensure that tasks are assigned to the most appropriate agent at the most appropriate time.
3. [Roles and personas required for Dynamic Scheduling](https://www.servicenow.com/docs/gd_l0ZB5qXHwr0ZAPykrGw "Key responsibilities of individuals involved in optimizing task assignments and resource management."): Manage dynamic scheduling process with administrators, dispatchers, and field service agents.
4. [Set up agent schedules for dynamic scheduling](https://www.servicenow.com/docs/Iwz89XI7M_aGwiaW_xa3XQ "Dynamic scheduling uses Field Service agent schedules to determine work order tasks to assign to agents. There’s an order in which dynamic scheduling checks agent schedules to see if agents are available."): Set up agent schedules so that dynamic scheduling systematically ensures optimal task allocation.
5. [Set up Dynamic Scheduling as scheduling mechanism](https://www.servicenow.com/docs/6IrTrrfQbfM9abCWCtjN_w "Select dynamic scheduling to automatically schedule and dispatch work order tasks."): Select dynamic scheduling as the preferred task assignment method. This ensures that tasks are automatically assigned to field agents based on predefined criteria and rules.
6. [Review system properties and components for Dynamic Scheduling](https://www.servicenow.com/docs/LGZ66YseXD1IM0nk0IMAxw "Set up properties to customize the behavior and functionality of the dynamic scheduling process according to your organization's needs."): Review the properties and other installed components related to dynamic scheduling. Customize the settings to align with your organization's specific requirements and business processes.
7. [Configure dynamic scheduling](https://www.servicenow.com/docs/lZCJ4DiL41zYBfGZzfYaxw#create-dynamic-scheduling-config "Dynamic Scheduling enables automatic task assignment to field agents based on predefined rules and configurations. This feature helps streamline task distribution by verifying the correct tasks are assigned to the most suitable agents, optimizing travel time, skill matching, and task priority."): Create Dynamic scheduling such as task filter, task ordering rule, and unassignment criteria to ensures tasks are allocated to agents with the right expertise who are nearby. This optimizes agent utilization and guarantees that assignments are handled by the most qualified individuals.
8. [Create a task filter for dynamic scheduling](https://www.servicenow.com/docs/lZCJ4DiL41zYBfGZzfYaxw#create-task-filter "Task filters allow you to define criteria for selecting and assigning tasks to the most suitable agents using dynamic scheduling."): Define criteria to select eligible tasks for dynamic scheduling. Factors like task types, priorities, and attributes determine task eligibility. Task filters help focus on specific tasks for efficient scheduling.
9. [Create a task ordering rule](https://www.servicenow.com/docs/lZCJ4DiL41zYBfGZzfYaxw#create-task-ordering-rule "Dynamic scheduling uses task ordering rules to prioritize and arrange tasks effectively. These rules ensure tasks are handled in the right sequence, helping you streamline field service operations."): Create rules to determine the order of task assignments from the selected set of tasks. For instance, designate Priority 1 tasks as the top priority, ensuring swift attention to critical work. These rules enhance task assignments by aligning them with organizational priorities.
10. [Set task unassignment rules for flexibility](https://www.servicenow.com/docs/lZCJ4DiL41zYBfGZzfYaxw#create-unassignment-constraint "Dynamic scheduling allows you to define unassignment constraints that prevent certain tasks from being unassigned, even when lower in priority. This feature ensures that critical tasks stay assigned, based on dependencies or urgency."): Create unassignment rules to make task assignments more flexible. This guarantees that service remains uninterrupted by either unassigning or reassigning tasks. It ensures that all tasks are attended to even if someone is absent. For example, if a more important task comes up, you can unassign less critical ones to make room for it. This optimizes resource use and ensures high-priority tasks get the attention they need.
11. Validate configuration to identify any potential issues or misconfiguration that may impact the performance of dynamic scheduling.
12. Optionally, you can also use the advanced configuration options for dynamic scheduling include assigning the same agent to all tasks, priority assignment for critical high-priority work orders, customer preferences for technicians or exclusions, proximity, and more.
{#Configure-dynamic-scheduling__ol_usn_kkf_hcc}

## Dynamic Scheduling for Planned Crews {#Configure-dynamic-scheduling__section_xd4_qc3_dcc}

Use Dynamic Scheduling to optimize task assignments to planned crews. There are two types of crews: planned crews, which are pre-created, and dynamic crews, which are dynamically created as needed. Dynamic Scheduling supports
both planned crews and dynamic crews. To ensure task assignment to crews, the Field Service Crew Operations plugin must be active, planned crews must be created in the system, and each planned crew should have a designated
location and schedule.
**Related concepts**   

* [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.")
* [Assigning work order tasks to agents using dynamic scheduling](https://www.servicenow.com/docs/4VbgxUCmhgbEOYne14CC9A "Dynamic scheduling increases the efficiency of Field Service Management by automatically assigning tasks to the agents.")