---
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


---

# Workforce Optimization

# Configuring Workforce Optimization for Field Service {#ariaid-title1}

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

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

## Configuration overview {#configuring-wfo-fsm__section_vnw_fsp_lcc}

The steps for configuring Workforce Optimization for Field Service are:

1. [Activate Workforce Optimization for Field Service](https://www.servicenow.com/docs/6OFW3jE6vwT_ZdbUgwcrFA "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.")

   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](https://www.servicenow.com/docs/YDv4QmSK2Ixj49k8WO7u4Q "Setting up scheduling enables you to manage events using the team calendar. You can create different types of event categories. Use scripted extension points to customize event types.")

   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](https://www.servicenow.com/docs/jFkegM67sGeWeqoaUFWDdw#setup-teams-performance-wfo-fsm "Organize your teams into assignment groups and create reports for those groups so that you can gain visibility into the team's performance.")

   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](https://www.servicenow.com/docs/nv~kPaWR3KjSX6_h6HZOjQ "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.")

   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.
{#configuring-wfo-fsm__ol_ps2_lsd_mcc}
**Related concepts**   

* [Workforce Optimization](https://www.servicenow.com/docs/EGOz93CsPXE27n9PYdGZig "Enhance the quality and efficiency of your teams using smart scheduling, team structure, and real-time refreshing single scores. Assess the quality of tasks completed, recommend skills for agents, and train them to address skill gaps.")