Configuring Workforce Optimization for Field Service

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Enable Workforce Optimization for Field Service and configure settings to use the Scheduling, Teams, and Coaching applications.

    Configuration overview

    The steps for configuring Workforce Optimization for Field Service are:

    1. Activate Workforce Optimization for Field Service

      You can activate the Workforce Optimization for Field Service plugin (com.snc.app_fsm_wfo) 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.

    2. Set up scheduling in Workforce Optimization for Field Service

      Set up scheduling to manage events using the team calendar. You can create different types of event categories. Use scripted extension points to customize event types.

    3. Set up Teams in Workforce Optimization in Field Service

      Organize your teams into assignment groups and create reports for those groups so that you can gain visibility into the team's performance.

    4. Set up coaching in Workforce Optimization in Field Service

      Manage agent skills and assess the quality of completed tasks. Use Predictive Intelligence to recommend skills for agents. Train your agents with internal and external learning content.