---
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


---

# Schedule Optimization

# Schedule Optimization {#ariaid-title1}

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

Schedule Optimization enables you to optimize task scheduling, auto-assign tasks, and adapt to changing conditions. You can create the best possible schedule that maximizes task assignment and minimizes travel
time.

## Key Benefits {#schedule-optimization__section_hfr_1kp_frb}

Boost customer satisfaction
:   Create more predictable schedules, give preference to high-priority work, and help ensure SLAs are met. Focus on solving exceptional cases while Schedule Optimization handles the majority of tasks.

Decrease costs
:   Coordinate and direct a large number of agents efficiently. Schedule the best resource to help ensure a first-time fix. Reduce travel time and overtime.

Increase revenue
:   Fit more jobs into working hours to boost customer satisfaction and loyalty.

Agent productivity
:   Increase agent productivity by enabling quick transitions between assignments. Minimize travel time to reduce fuel consumption and lower emissions.

## Schedule Optimization based on territories {#schedule-optimization__section_gfy_vzb_pzb}

Use Schedule Optimization with Field Service Territory Planning to schedule complex multi-territory assignments. Assign tasks to agents whether they're primary or secondary members of a single or multiple territories.
For more information, see [Territory-Based Optimization](https://www.servicenow.com/docs/kykUcMEjI4g98yADfT9QDA "Enable the Field Service Territory model to focus optimization on territories rather than assignment groups.").

## Intra-day Schedule Optimization {#schedule-optimization__section_jjt_lzj_p1c}

Intra-day Optimization reorganizes schedules for groups or territories in real-time based on changing conditions. This is useful when tasks are canceled, delayed, or new tasks come in. For example:

* A cable service provider deals with last-minute cancellations.
* A weather event results in new, high-priority repair tasks.
* A technician calls out sick for the day.
{#schedule-optimization__ul_ehf_4zj_p1c}

## Schedule Optimization for Planned Crews {#schedule-optimization__section_xd4_qc3_dcc}

Use schedule optimization to optimize task assignments to planned crews.

## Schedule Optimization with Workforce Optimization for Field Service {#schedule-optimization__id_l3v_hgd_xzb}

Use Schedule Optimization to consider agents' schedule and events from the Workforce Optimization for Field Service application to auto-assign tasks.

Schedule optimization uses technician schedules and event attributes from Workforce Optimization for Field Service to automatically assign tasks and improve scheduling accuracy.

## Schedule Optimization based on Field Service
Agent Efficiency {#schedule-optimization__section_cp5_sql_sfc}

Use Field Service
Agent Efficiency with Schedule Optimization to identify, schedule, and assign tasks to the most appropriate agent based on the agent efficiency and an accurate estimated duration.
For example, the optimization engine can decide on scheduling an agent who might be closer but with a higher penalty value versus someone distant with a lower penalty value.
**Related concepts**   

* [Configuring Schedule Optimization](https://www.servicenow.com/docs/7a5Fh10ARrNdhXjj7hCMLQ "Use Schedule Optimization to automate task assignment, create efficient schedules, and respond to changing conditions as they occur throughout the day.")