Setting up your workforce

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Setting up your workforce

    Setting up your workforce is crucial for effective task management within the Field Service Management (FSM) application. It involves configuring foundational data such as users, locations, and territories to streamline operations and enhance productivity.

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    Key Features

    • Google Maps API Configuration: Set up API keys to allow users to view maps, facilitating better navigation and task assignment.
    • Locations and Territories: Define locations and territories to optimize resource allocation and task assignments.
    • User Management: Import users or create them manually, along with user groups to streamline role assignments.
    • Field Service Territory Planning: Automate task assignments based on optimal territory matching to improve service efficiency.
    • Agent Calendars: Schedule events for agents to improve time management and visibility of tasks.
    • Contractor Management: Configure interactions with contractors to ensure seamless task management when internal agents are unavailable.
    • Capacity and Reservations Management: Manage work capacity distribution for work order tasks effectively.
    • Workforce Optimization: Enable and configure settings for Scheduling, Teams, and Coaching applications to maximize workforce efficiency.
    • Denormalized Tables: Utilize denormalized databases to enhance FSM load times by consolidating data.

    Key Outcomes

    By effectively setting up your workforce, you can expect improved operational efficiency, optimized resource allocation, and enhanced productivity in service delivery. Utilizing the various configuration options allows for a tailored approach to meet specific workforce needs and manage tasks effectively. This setup is essential for ensuring that your service operations run smoothly and efficiently.

    Setting up your workforce involves configuring users, locations, territories, and other foundational data.

    Configuration overview

    The steps for setting up your workforce are:

    1. Configure the Google Maps API keys

      Configure the Google Maps API keys to enable users to view maps within the Field Service Management (FSM) application.

    2. Configure locations and territories

      Define specific locations and territories that users or groups are responsible for, allowing efficient task assignment and resource allocation. Effective setup of locations and territories optimizes workforce operations and enhances productivity.

    3. (Optional) Configuring Field Service with Service Locations

      Install and set up Field Service with Service Locations to add and verify service locations on demand.

    4. Configuring users

      You can import users using guided setup or create users. You can also create user groups that contain all the roles required by each type of user, and then assign users to those groups.

    5. (Optional) Configuring Field Service Territory Planning

      Field Service Territory Planning identifies the best matched territory for a work order task based on conditions that you set. You can then assign tasks to the individual agent or group best positioned to execute a service call based on the associated territories.

    6. Configure agent calendars

      Create events that will display on the agent calendar. Users with the agent calendar administrator role can perform several calendar configuration tasks.

    7. (Optional) Configuring Field Service Crew Operations

      Create, modify, and enable crews and their requirements to complete work order tasks that require a crew of agents.

    8. (Optional) Configuring contractor capabilities

      Set up interactions with contractor companies, their managers, and agents with Contractor Management. Additionally, Contractor Marketplace allows you to push task to a marketplace when internal agents are unavailable.

    9. (Optional) Configuring Field Service Capacity and Reservations Management

      Configure Field Service Capacity and Reservations Management to manage the distribution and assignment of the work capacity for work order tasks.

    10. (Optional) Configuring Workforce Optimization for Field Service

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

    11. (Optional) Configuring denormalized tables in Field Service Management

      Denormalized databases are enabled by default, they collapse information stored in multiple tables into a single table. This collapsing of relevant data improves Field Service Management load time.