--- 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 --- # Crew Operations # Configuring Field Service Crew Operations {#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 Field Service Crew Operations Field Service Crew Operations enables ServiceNow customers to create, modify, and manage crews to efficiently complete work order tasks that require multiple agents. By designating crew requirements in work types or work order templates, the system automatically activates theNeeds Crewfield for tasks requiring a crew. This functionality helps dispatchers schedule and assign crews seamlessly, improving coordination and task completion for complex service requests. Show full answer Show less ## Key Features * **Needs Crew Field Activation:** Automatically enabled on work order tasks based on work type or template settings, allowing dispatchers to assign crews during task states such as Draft, Assigned, or Pending Dispatch. * **Field Service Crew Operations Plugin:** Must be activated by an administrator to add crew-related options on work order tasks, work types, and templates, including demo data and dependencies. * **Dynamic Scheduling with Auto-Assignment:** Enhanced scheduling criteria accommodate crew-required tasks, ensuring tasks are assigned to appropriate crews without conflicts. Task filters manage crew appointment tasks, pending dispatch tasks, and suggest eligible agents for crew assignments. * **Constraints to Prevent Conflicts:** Scheduling logic prevents assigning overlapping tasks to the same crew members, maintaining efficient and conflict-free crew task assignments. * **Crew Configuration:** Administrators and dispatchers can create permanent or ad hoc crews, add skills (including equipment-related skills), assign crew members, and designate crew leaders by configuring skill roles. ## Configuration Steps * Activate the Field Service Crew Operations plugin (com.snc.fsmcrewscheduling) with admin privileges. * Create and manage crews in Field Service Management, defining skills required for specific tasks. * Add equipment-related skills to ensure proper assignment of tasks requiring specialized equipment. * Create ad hoc crews for tasks with unique skill requirements or when no existing crews are available. * Adjust crew requirements on work order tasks by specifying the number of agents needed. * Add and manage crew members, and configure leader roles to identify crew leads automatically. ## Practical Benefits for ServiceNow Customers * Streamlines assignment and dispatch of multi-agent crews for complex service tasks. * Reduces manual errors and scheduling conflicts through dynamic scheduling and auto-assignment filters. * Improves resource utilization by matching crews' skills to task requirements, including equipment skills. * Supports flexibility with both predefined and ad hoc crews, enabling rapid response to varied field service needs. * Integrates with Dispatcher Workspace and Now Mobile Agent to facilitate crew task management and real-time updates. Create, modify, and enable crews and their requirements to complete work order tasks that require a crew of agents. Once an administrator identifies the type of work that requires a crew, the requirement can be designated from the work type form and the work order template. Whenever a work order is created using the template or the work type is selected in the task that requires a crew, the Needs Crew field is automatically enabled. This field enables dispatchers to schedule and dispatch a crew for work order tasks created using the work order templates. For more information about enabling crew requirements from work order templates, see [Create a work order template](https://www.servicenow.com/docs/w7wgowUqz6mkiCV0qYZGZA "Field Service Management uses the work order template as a source of information for populating fields in a work order."). An administrator or dispatcher can select the Needs Crew option in the work order task form if a crew is required to complete a work order task. This selection can be done when the task is in the Draft, Assigned, or Pending dispatch state if a crew a crew is required to complete a work order task. Activate the Field Service Crew Operations plugin, to add the Needs Crew option to the work order task form, work type form, and the work order templates. ## Dynamic Scheduling for crew operations {#configuring-crew-operations__section_kpk_fxy_4pb} Auto-assignment of tasks in dynamic scheduling is enabled for work order tasks that require a crew. New criteria are defined in the dynamic scheduling configurations to include work order tasks with the crew requirement enabled. These criteria are set to perform the following actions on work order tasks that require a crew: * The Task Filters related list includes: Crew Appointment Tasks : This filter is specific to the task that requires a crew and has an appointment window Crew Assignment: Pending Dispatch Work Order Tasks : This filter is specific to the task that requires crew and is in the Pending Dispatch state. Agents for crew tasks : This filter is specific to the task that requires the crew to suggest the eligible agents. The criterion selected in the filter determines what agents are recommended for the crew task. Task filters evaluate work order tasks and schedule them automatically when they require a crew. * A constraint helps prevent unassigning the task when it requires a crew. * The auto-assigment feature helps prevent assigning tasks to the agents who are part of a crew at the same time for which the task is set to be scheduled. {#configuring-crew-operations__ul_eyr_yg1_ppb} ## Configuration overview {#configuring-crew-operations__section_ks5_ftp_lcc} The steps for configuring Field Service Crew Operations are: 1. [Activate Field Service Crew Operations](https://www.servicenow.com/docs/jTPoUgUa6FhG4whNBTDeDA "You can activate the Field Service Crew Operations plugin (com.snc.fsm_crew_scheduling) for Field Service Management if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.") You can activate the Field Service Crew Operations plugin (com.snc.fsm_crew_scheduling) for Field Service Management if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they aren't already installed. 2. [Create crews in Field Service Management](https://www.servicenow.com/docs/bigW17I~iglmrfqPi~WR6Q "Create crews to assign work order tasks to a predefined group of agents.") Create crews to assign work order tasks to a predefined group of agents. 3. [Add skills to a crew](https://www.servicenow.com/docs/MbDDTjxIgC9dHx4jnr6Frw "Add skills to a crew so you know what crews are right for work order tasks that require unique skills.") Add skills to a crew so you understand what crews are correct for work order tasks that require unique skills. 4. [Add an equipment skill](https://www.servicenow.com/docs/i7QT5IlnknyH65tajF0cqA "Designate skills as equipment-related skills so that when a task that requires equipment skills is assigned, the correct equipment skills can be selected.") Designate skills as equipment-related skills so that when a task that requires equipment skills is assigned, the correct equipment skills can be selected. 5. [Create ad hoc task-specific crews](https://www.servicenow.com/docs/J~i8VVv4M15OXzqPi48TMQ "Create an ad hoc task-specific crew for a task if existing crews are not available to work on the task or the task requires specific skills.") Create an ad-hoc task-specific crew for a task if existing crews aren't available to work on the task or the task requires specific skills. 6. [Update the crew requirement of a work order task](https://www.servicenow.com/docs/UP7y77draNOYRPa_M3i4ew "Add or update the number of agents to perform a particular type of work for a work order task.") Add or update the number of agents to perform a particular type of work for a work order task. 7. [Add Field Service crew members](https://www.servicenow.com/docs/Ljt~SjgoEH0d24xnsDDgkg "Add agents to a Field Service crew as needed.") Add agents to a Field Service crew as needed. 8. [Configure the leader role to identify crew leaders](https://www.servicenow.com/docs/CpIdJ53NOvgECn96EgSPZg "Identify a crew leader if one isn’t specified by the dispatcher by adding skills to the leader role.") Identify a crew leader if one isn't specified by the dispatcher by adding skills to the leader role. {#configuring-crew-operations__ol_nmq_nyd_mcc} **Related concepts** * [Using Field Service Crew operations](https://www.servicenow.com/docs/TX1_9f5v4dEMd9dFYzeqaA "Use Field Service Crew Operations to assign the same set of resources repeatedly to the tasks that requires a crew to work on them.") * [Using Dispatcher Workspace for crew operations](https://www.servicenow.com/docs/qXNBBorboIRx7ZFbmB8hGw "Use the Dispatcher Workspace to create, modify, and enable crews and assign work order tasks to the crews.") * [Managing crew tasks using the Now Mobile Agent application](https://www.servicenow.com/docs/MDzqlgCQudjAoRQIMG3Jng "After the dispatcher dispatches work order tasks to a crew, tasks are sent to the assigned members of the crew, which includes the crew leader.") **Related tasks** * [Assign work order tasks to crews](https://www.servicenow.com/docs/IJmpXc5_APEef8x96kyAvA "Assign crews to work order tasks that require a group of agents to work on them.")