--- sourceDocument: Brazil IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Activate # Activate Workforce Optimization for ITSM {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read The Workforce Optimization for ITSM Configurable Workspace plugin (sn_wfo_cfg_itsm) is available with the ITSM Enterprise subscription package. ## Before you begin Important: Starting with the Brazil release, Workforce Optimization for ITSM (com.snc.wfo_itsm) is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base. Plugins affected: * Workforce Optimization for ITSM Configurable Workspace (com.snc.sn_wfo_cfg_itsm). * User Surveys in Workforce Optimization for ITSM (com.snc.sn_wfo_usersurveys). For more information, see [Surveys in Workforce Optimization for ITSM](https://www.servicenow.com/docs/1n4fqG8iIgLWx~JKyqmlow "Assess the quality of your teams' completed tasks. Use surveys to get feedback on from your team."). * Skills Review (com.snc.sn_wfo_skill_review). For more information, see [Skills Management in Workforce Optimization for ITSM](https://www.servicenow.com/docs/uzSTgSzSSK9Rsnp4vds4GA "Manage skills for your teams from a central location. Analyze skill data and assess the skills that you need for your organization. Use Predictive Intelligence to recommend skills for your team."). * Work Scheduler (com.snc.sn_wfo_work_sched). For more information, see [Work scheduler in Workforce Optimization for ITSM](https://www.servicenow.com/docs/ZsQsPaV3AVLqtRnQ0dQrsg "Manage the work of all your teams from a central location. You can get visibility into your entire teams’ workload. You can assess the complexity level of your teams' tasks, their capacity to take on the work, and assign or reassign work—all from a calendar interface."). {#activate-configurable-workforce-optimization-itsm__ul_dwl_vnf_tjc}Role required: admin ## About this task Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html). {#activate-configurable-workforce-optimization-itsm__table_vgp_3dq_n4b__entry__2} | Plugin | Description | |-|-| | Workforce Optimization for ITSM Configurable Workspace (sn_wfo_cfg_itsm) Note: This is a ServiceNow Store plugin. You must install this plugin separately from the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home). | Activates related plugins that enable you to use the Scheduling, Work Scheduler, Coaching, Teams, and Channel Management applications in Workforce Optimization for ITSM. | | MetricBase (com.snc.clotho) | Enables you to use Demand Forecast in Workforce Optimization for ITSM. To use Demand Forecast, you must activate the MetricBase plugin before you activate the Workforce Optimization for ITSM plugin. For more information, see [Request the MetricBase product](https://www.servicenow.com/docs/access?context=request-metricbase&version=brazil&pubname=brazil-servicenow-platform&ft:locale=en-US). When you activate both of these plugins, the Agent Forecast plugin (com.sn_agent_forecast) is activated. | | ITSM Virtual Agent Conversations (com.snc.itsm.virtualagent) Note: This is a ServiceNow Store plugin. You must install this plugin separately from the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home). | Activates the ITSM Virtual Agent and enables you to use a virtual agent to create time-off requests. | | ITSM Mobile Agent for Workforce Optimization for ITSM Note: This is a ServiceNow Store plugin. You must install this plugin separately from the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home). | Activates the ITSM Mobile Agent and enables agents to request shift-swaps or time off and managers to approve the requests using the ITSM Mobile Agent application. | | Process Mining plugin (com.sn_po). | Integrates Process Mining with Workforce Optimization for ITSM. | [Table 1. Workforce Optimization for ITSM plugins] {#activate-configurable-workforce-optimization-itsm__table_vgp_3dq_n4b} You can also get these Workforce Optimization for ITSM application plugins from the ServiceNow Store. {#activate-configurable-workforce-optimization-itsm__table_ryb_5nz_31c__entry__2} | Plugin | Description | |-|-| | Team Performance (sn_team_perf) Note: When you install this plugin, make sure that you've upgraded the following plugins to the latest store release version: * Workforce Optimization for ITSM Configurable Workspace (sn_wfo_cfg_itsm). * Workforce Optimization Configurable Workspace Core (sn_wfo_cfg_ws). * Workforce Optimization Common(sn_wfo_common). {#activate-configurable-workforce-optimization-itsm__ul_q3d_m4z_31c} | Enables you to track and analyze performance trends for your teams from a single location. Important: This plugin gets automatically installed when the Workforce Optimization for ITSM Configurable Workspace (sn_wfo_cfg_itsm) plugin is activated. | | Coaching (sn_coaching) Note: When you install the Coaching (sn_coaching) plugin, make sure that you've upgraded the following plugins to the latest store release version: * Workforce Optimization for ITSM Configurable Workspace (sn_wfo_cfg_itsm). * Workforce Optimization Configurable Workspace Core (sn_wfo_cfg_ws). * Workforce Optimization Common (sn_wfo_common). {#activate-configurable-workforce-optimization-itsm__ul_k1d_44z_31c} | Enables you to assess your teams' abilities to resolve incidents efficiently. Important: This plugin gets automatically installed when the Workforce Optimization for ITSM Configurable Workspace (sn_wfo_cfg_itsm) plugin is activated. | [ ] {#activate-configurable-workforce-optimization-itsm__table_ryb_5nz_31c} ## Procedure 1. Navigate to AllSystem ApplicationsAll Available ApplicationsAll. {#activate-configurable-workforce-optimization-itsm__find-plugins-cmd} {#activate-configurable-workforce-optimization-itsm__navigate-application} 2. Find the plugin using the filter criteria and search bar. You can search for the plugin by its name or ID. If you cannot find a plugin, you might have to request it from ServiceNow personnel.{#activate-configurable-workforce-optimization-itsm__p_cb1_nfg_h1c} {#activate-configurable-workforce-optimization-itsm__find-plugin-cmd} {#activate-configurable-workforce-optimization-itsm__find-plugin} 3. Select Install to start the installation process. Note: When domain separation and delegated admin are enabled in an instance, the administrative user must be in the global domain. Otherwise, the following error appears: Application installation is unavailable because another operation is running: Plugin Activation for \. You will see a message after installation is completed. For information about the components installed with a plugin, see [Find components installed with an application](https://www.servicenow.com/docs/access?context=find-components&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US). {#activate-configurable-workforce-optimization-itsm__activate-plugin} {#activate-configurable-workforce-optimization-itsm__activate-plugin}{#activate-configurable-workforce-optimization-itsm__steps_jch_pjj_qkb} *[\>]: and then