---
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


---

# Schedule Optimization

# Schedule Optimization {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Schedule Optimization

Schedule Optimization in ServiceNow enables you to efficiently manage and optimize task scheduling by automatically assigning tasks and adapting to dynamic conditions.
It helps create schedules that maximize task assignment, minimize travel time, and prioritize high-impact work, ensuring Service Level Agreements (SLAs) are met while boosting overall operational efficiency.
Show full answer Show less  

## Key Features

* **Dynamic Priority Handling:** Automatically reprioritizes schedules and reassigns tasks in real-time, especially for urgent situations like high-priority outages, ensuring quick responses and minimal disruption.
* **Intra-day Optimization:** Adjusts schedules on the fly to accommodate cancellations, delays, new tasks, and workforce availability changes.
* **Multi-territory Scheduling:** Integrates with Field Service Territory Planning to assign tasks across multiple territories and both primary and secondary agents.
* **Planned Crew Scheduling:** Optimizes task assignments specifically for planned crews to enhance coordination.
* **Integration with Workforce Optimization:** Incorporates agent schedules and event data from Workforce Optimization for Field Service to improve assignment accuracy.
* **Agent Efficiency Consideration:** Uses Field Service Agent Efficiency data to assign tasks to the most suitable agents based on efficiency metrics and estimated task durations, balancing factors such as proximity and penalty values.

## Key Outcomes

* **Improved Customer Satisfaction:** By creating more predictable schedules that prioritize critical work, your organization can better meet SLAs and enhance customer loyalty.
* **Cost Reduction:** Efficiently managing a large workforce reduces travel time, overtime, and fuel consumption, lowering operational expenses and environmental impact.
* **Increased Revenue:** Optimizing schedules allows fitting more jobs within working hours, boosting service capacity and customer retention.
* **Enhanced Agent Productivity:** Enables agents to transition quickly between tasks, improving first-time fix rates and overall workforce effectiveness.  
Schedule Optimization enables you to optimize task scheduling, auto-assign tasks, and adapt to changing conditions. You can create the best possible schedule that maximizes task assignment and minimizes travel
time.

## Example: Emergency Scheduling {#schedule-optimization__section_example_emergency_scheduling}

A customer reports a high-priority outage that requires immediate response. The system
flags the outage as high priority, reprioritizes existing schedules, identifies an available
technician, and reassigns jobs while updating all impacted appointments.
{#schedule-optimization__table_emergency_scheduling_process_flow__entry__3}

| Step | Actor | Action |
|-|-|-|
| 1 | System | Flags outage as P1 |
| 2 | System | Evaluates existing schedule |
| 3 | System | Reorders jobs by priority |
| 4 | System | Identifies available technician |
| 5 | System | Assigns emergency job |
| 6 | System | Updates impacted appointments |
[ ]

{#schedule-optimization__table_emergency_scheduling_process_flow}

## Key Benefits {#schedule-optimization__section_hfr_1kp_frb}

Boost customer satisfaction
:   Create more predictable schedules, give preference to high-priority work, and help ensure SLAs are met. Focus on solving exceptional cases while Schedule Optimization handles the majority of tasks.

Decrease costs
:   Coordinate and direct a large number of agents efficiently. Schedule the best resource to help ensure a first-time fix. Reduce travel time and overtime.

Increase revenue
:   Fit more jobs into working hours to boost customer satisfaction and loyalty.

Agent productivity
:   Increase agent productivity by enabling quick transitions between assignments. Minimize travel time to reduce fuel consumption and lower emissions.

## Schedule Optimization based on territories {#schedule-optimization__section_gfy_vzb_pzb}

Use Schedule Optimization with Field Service Territory Planning to schedule complex multi-territory assignments. Assign tasks to agents whether they're primary or secondary members of a single or multiple territories.
For more information, see [Territory-Based Optimization](https://www.servicenow.com/docs/ka9AGaHtRseAM75E0iv81g "Enable the Field Service Territory model to focus optimization on territories rather than assignment groups.").

## Intra-day Schedule Optimization {#schedule-optimization__section_jjt_lzj_p1c}

Intra-day Optimization reorganizes schedules for groups or territories in real-time based on changing conditions. This is useful when tasks are canceled, delayed, or new tasks come in. For example:

* A cable service provider deals with last-minute cancellations.
* A weather event results in new, high-priority repair tasks.
* A technician calls out sick for the day.
{#schedule-optimization__ul_ehf_4zj_p1c}

## Schedule Optimization for Planned Crews {#schedule-optimization__section_xd4_qc3_dcc}

Use schedule optimization to optimize task assignments to planned crews.

## Schedule Optimization with Workforce Optimization for Field Service {#schedule-optimization__id_l3v_hgd_xzb}

Use Schedule Optimization to consider agents' schedule and events from the Workforce Optimization for Field Service application to auto-assign tasks.

Schedule optimization uses technician schedules and event attributes from Workforce Optimization for Field Service to automatically assign tasks and improve scheduling accuracy.

## Schedule Optimization based on Field Service
Agent Efficiency {#schedule-optimization__section_cp5_sql_sfc}

Use Field Service
Agent Efficiency with Schedule Optimization to identify, schedule, and assign tasks to the most appropriate agent based on the agent efficiency and an accurate estimated duration.
For example, the optimization engine can decide on scheduling an agent who might be closer but with a higher penalty value versus someone distant with a lower penalty value.
**Related concepts**   

* [Configuring Schedule Optimization](https://www.servicenow.com/docs/exLesNSFhvQN507LuH75eA "Use Schedule Optimization to automate task assignment, create efficient schedules, and respond to changing conditions as they occur throughout the day.")