---
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


---

# Use

# Using Field Service Management {#ariaid-title1}

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

Use Field Service Management to manage work tasks performed on location. Match tasks to agents based on skills, geographic territory assignments, and available inventory. Collaborate between operations, field resources, and
customers through mobile channels.

|-|-|-|
| [Prepare work ordersPrepare work orders to dispatch to Field Service agents.](https://www.servicenow.com/docs/0Pv20MvtHiCt598SqoCsiQ "Create work orders, and work order tasks using templates that integrate the right skills and scheduling.") | [WorkforceSet up schedules, territories, and crews for Field Service Management.](https://www.servicenow.com/docs/Q_syBpUNGbB57A6q7Vil_Q "Oversee agent schedules, manage resources, optimize territory coverage, and handle crew tasks and assignments to ensure efficient and effective coverage.") | [Schedule and dispatchAssign tasks, monitor agents, and keep track of equipment.](https://www.servicenow.com/docs/V3R1qrm5JGmk9TK8cWdPnQ "Send agents to work on the tasks.") |
| [Manage appointmentsBook, reschedule, and cancel appointments for available services.](https://www.servicenow.com/docs/Slk7ARJQoWSr~p85s~E72w "Book, reschedule, and cancel appointments for available services.") | [Customer self serviceAllow customers to manage their own information and updates.](https://www.servicenow.com/docs/MBAcdMlz0OiggM1jqJEEew "Empower customers to manage their own information and updates. Enhance convenience and transparency by enabling them to easily track the status of their work orders, view agent locations, and provide feedback, leading to a more efficient service experience.") | [Complete work orders Track and manage the progress of work order tasks.](https://www.servicenow.com/docs/hUQ0R2JGJAZN46ktE8zHIA "Enable dispatchers, agents, managers, and field service agents of contractor companies to efficiently track and manage the progress of work order tasks, ensuring that everyone involved can easily update and manage the current status.") |
|   | [Complete work orders on mobileManage Field Service work order tasks from anywhere.](https://www.servicenow.com/docs/0kT6aGUkRcTcK781pzpmBQ "Field service technicians and managers use the ServiceNow Agent mobile application to manage their field service tasks from anywhere.") |   |
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## Field Service Management using overview {#use-fsm__section_tpd_mcp_5fc}

The process for configuring Field Service Management includes:

* [Prepare work orders](https://www.servicenow.com/docs/0Pv20MvtHiCt598SqoCsiQ "Create work orders, and work order tasks using templates that integrate the right skills and scheduling.")

  Create and edit all work orders and work order tasks to agents that are a part of the team you manage. Assign ad- hoc service locations to update and verify service locations on demand.
* [Managing workforce](https://www.servicenow.com/docs/Q_syBpUNGbB57A6q7Vil_Q "Oversee agent schedules, manage resources, optimize territory coverage, and handle crew tasks and assignments to ensure efficient and effective coverage.")

  Oversee agent schedules, manage resources, optimize territory coverage, and handle crew tasks and assignments to ensure efficient and effective coverage.
* [Scheduling and dispatching work order tasks to agents](https://www.servicenow.com/docs/V3R1qrm5JGmk9TK8cWdPnQ "Send agents to work on the tasks.")

  Assign work order tasks to agents, and track the work as it's being completed on the work order tasks. Schedule and assign work order tasks to crew, or contractors as required by the work order task.
* [Managing appointments](https://www.servicenow.com/docs/Slk7ARJQoWSr~p85s~E72w "Book, reschedule, and cancel appointments for available services.")

  Book, reschedule, and cancel appointments for available services. Customers can view available appointment windows, make a selection, and book a service appointment from the service portal.
* [Customer self service](https://www.servicenow.com/docs/MBAcdMlz0OiggM1jqJEEew "Empower customers to manage their own information and updates. Enhance convenience and transparency by enabling them to easily track the status of their work orders, view agent locations, and provide feedback, leading to a more efficient service experience.")

  Customers can manage their own information and updates. Give customers the ability to track the status of their work orders, view agent locations, and provide feedback.
* [Completing work orders on the web interface](https://www.servicenow.com/docs/hUQ0R2JGJAZN46ktE8zHIA "Enable dispatchers, agents, managers, and field service agents of contractor companies to efficiently track and manage the progress of work order tasks, ensuring that everyone involved can easily update and manage the current status.")

  Agents can use the web interface to accept or reject work order tasks.
* [Completing work on the ServiceNow Agent mobile application](https://www.servicenow.com/docs/0kT6aGUkRcTcK781pzpmBQ "Field service technicians and managers use the ServiceNow Agent mobile application to manage their field service tasks from anywhere.")

  The Mobile Agent app is the most effective place for agents to interact with work order tasks.
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