---
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


---

# Workforce Optimization

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

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Manage and maintain the productivity of your workforce from a single location using Workforce Optimization for Field Service. Using this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.

Use Workforce Optimization for Field Service to optimize your workforce and manage your teams efficiently. This feature also enables you to coach your teams so that they gain the skills that let you address the demands
from your customers.

Workforce Optimization for Field Service introduces Manager Workspace, which provides a real-time overview of the ongoing workload and the team performance. It also helps managers manage the schedules and shifts of
their agents. Administrators can configure and customize the workspace using the application capabilities to complete the service objectives efficiently. For more information, see [Workforce Optimization for Field Service Manager Workspace dashboard](https://www.servicenow.com/docs/fSkXrjBBtaiam8wYeqg7Sg "Monitor your teams' work and organizational performance using Workforce Optimization for Field Service. Stay on top of the status of the tasks your teams are working on at a given time.").
Figure 1. Features available with Workforce Optimization for Field Service

## Example: Improve Technician Utilization {#workforce-optimization-for-fsm__section_lhg_vpt_hkc}

A field service organization identifies underutilized technicians and needs to rebalance workloads across the team without manually reassigning individual tasks. Workforce Optimization for Field Service gives managers real-time visibility into team utilization, enables workload and territory adjustments, and automatically redistributes assignments so technicians receive balanced, up-to-date schedules.{#workforce-optimization-for-fsm__simpletable_mhg_vpt_hkc__stentry__3}

| Step | Actor | Action |
|-|-|-|
| 1 | Manager | Reviews utilization dashboards |
| 2 | System | Identifies underutilized technicians |
| 3 | Manager | Adjusts workloads and territories |
| 4 | System | Redistributes assignments |
| 5 | Technician | Receives and approves or rejects updated schedule |
| 6 | Manager | Monitors utilization improvements |

{#workforce-optimization-for-fsm__simpletable_mhg_vpt_hkc}

## Key Features {#workforce-optimization-for-fsm__section_zwh_hwz_xvb}

Scheduling
:   Manage the scheduling for your agents from Manager Workspace. You can access your team's calendar to view the agent's schedule for coverage and their time-off. This information can help you create shift plans and
    schedule plans, assign agents to shifts, and publish schedules. You can also create personal events such appointments and meetings on behalf of the agent using calendar. Embedded breaks and lunches let technicians take
    scheduled time away directly within a work order task, pausing and resuming the task automatically, or by manual action, depending on your Auto-status breaks configuration.

Team performance
:   Organize each of your teams into assignment groups and monitor their performance from Manager Workspace. Create a set of Key Performance Indicators (KPIs) that references Performance Analytics indicators and apply them
    to all groups within that team to analyze the team performance. From a central location, you can drill into the metrics for a group, an agent, or a work order task within that team.

Automating employee coaching and training
:   Assess your team's performance  and set coaching plans to improve their skills. Use Predictive Intelligence to recommend skills based on tasks the agents have resolved. Create coaching opportunities based on the recommendation and train the agents to acquire those skills by assigning the
    learning content, such as internal knowledge articles and external courses from Udemy.
**Related concepts**   

* [Configuring Workforce Optimization for Field Service](https://www.servicenow.com/docs/qrlUIOtepctBg7nidTTsqw "Enable Workforce Optimization for Field Service and configure settings to use the Scheduling, Teams, and Coaching applications.")
* [Workforce Optimization](https://www.servicenow.com/docs/8FXO9xJe~uNWOJhApfp~OA "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.")
* [Embedded breaks and lunches](https://www.servicenow.com/docs/MGcJ8geASMWxAr~C8EwKHQ "A break or lunch can be embedded directly within a work order task, so a technician doesn't have to leave the task to take scheduled time away.")  
**Related reference**   

* [Workforce Optimization for Field Service components](https://www.servicenow.com/docs/xR2gjfFMilSGF3~mAq714g "Several types of components are installed with activation of the Workforce Optimization for Field Service (com.snc.app_fsm_wfo) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.")