---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Schedule Management in CSM Configurable Workspace

# Schedule
Management in CSM Configurable Workspace {#ariaid-title1}

Release version: Zurich  
Updated May 19, 2026  
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## Summary of Schedule Management in CSM Configurable Workspace

Schedule Management is a standalone capability within Workforce Optimization (WFO) for Customer Service Management (CSM) that enables supervisors and managers to create, view, and manage team schedules independently of other WFO modules.
It is designed to support scheduling needs in CSM, Field Service Management (FSM), and Retail without requiring the full WFO suite.
Show full answer Show less  
This module allows scheduling administration directly from the CRM Workspace or CSM Agent Workspace, providing flexible shift and roster management tailored to organizational requirements.

## Key Features

* **Agent Schedule Management:** Create and manage schedules within assigned groups, including shifts, on-call rotations, holidays, meetings, and trainings.
* **Team Calendar:** View a unified calendar with day, week, and month toggles showing all scheduled events and leave.
* **Shift Swap Requests:** Review, approve, or reject shift exchange requests between agents to maintain schedule flexibility.
* **Time Off Requests:** Manage leave requests with approvals reflected in the team calendar to ensure accurate coverage.
* **Schedule Adherence Monitoring:** Built-in visualizations help supervisors identify coverage gaps and schedule deviations for better team management.
* **Role-Based Access:** Uses platform-standard Agent Group Management roles to control permissions aligned with agent-to-group relationships rather than WFO-specific configurations.

## Schedule Management Workspace

Accessible via the CRM Workspace navigation menu, the Schedule Management workspace includes the following tabs:

* **Team Calendar:** Default view showing the collective schedule of agents and events.
* **Shifts:** Details of defined time periods including shifts and holiday spans.
* **Shift Swap Requests:** List of pending and processed shift exchanges requiring managerial action.
* **Time Off Requests:** Displays leave requests impacting scheduling coverage.
* **Schedule Adherence:** Visualizes adherence and conformance data for schedule monitoring.

The Team Calendar toolbar enables filtering by assignment group, agent, or event type, and date navigation for efficient schedule review.

## Roles and Access

Schedule Management assigns specific roles to define access and capabilities:

* **snshiftplanning.admin:** Full configuration and scheduling control.
* **snshiftplanning.manager:** Approves shifts, manages agents' schedules, availability, and attendance.
* **snshiftplanning.agent:** Views own schedule, submits shift swaps and time-off requests.
* **snshiftplanning.user:** Read-only access.

Users with related CSM WFO workspace admin or manager roles may inherit corresponding Schedule Management roles automatically, simplifying role management.

## Activation and Integration

Schedule Management operates as a standalone plugin, enabling scheduling functions---such as managing shifts, calendars, swaps, time off, and adherence---without requiring activation of other WFO modules like Forecasting or Intraday Management. This modular design facilitates flexible deployment tailored to customer-specific operational needs.  
Schedule Management schedule management is a standalone capability within Workforce Optimization for Customer Service that allows supervisors and managers to create, view, and manage team schedules independently of other WFO modules.

Roles: sn_shift_planning.admin, sn_shift_planning.manager.

Schedule management schedule management provides supervisors and managers with tools to manage agent schedules, shifts, time off requests, and schedule adherence from the CSM workspace. You can activate and use Schedule Management schedule management without enabling Forecasting, Intraday Management, Coaching, or other WFO modules.

The modular design supports organizations in CSM, FSM, and Retail, that require shift and roster management capabilities without the full WFO suite.  
Schedule Management schedule management provides the following capabilities:

* Create and manage agent schedules within assigned groups.
* View team calendars with shifts, on-call rotations, time off, meetings, and trainings.
* Review and approve shift swap requests between agents.
* Manage time off requests and reflect approved leave in the team calendar.
* Monitor schedule adherence and conformance using built-in visualizations.
* Access scheduling functionality directly from the CRM Workspace or CSM Agent Workspace.
{#schedule-management-capabilities-in-csm-configurable-workspace__ul_ud5_dv4_hjc}

## Schedule management module {#schedule-management-capabilities-in-csm-configurable-workspace__section_rmw_jv4_hjc}

The Schedule Management workspace is accessible from the navigation menu in the CRM Workspace. Select Schedule to open the workspace. The Team Calendar tab opens by default.  
The workspace contains the following tabs:{#schedule-management-capabilities-in-csm-configurable-workspace__table_smz_mv4_hjc__entry__2}

| Field | Description |
|-|-|
| Team calendar | * Default view. * Displays a unified calendar of agent schedules within your managed groups. * Shows shifts, on-call rotations, time off, meetings, trainings, holidays, and other events. Supports day, week, and month view toggles. {#schedule-management-capabilities-in-csm-configurable-workspace__ul_gpg_sv4_hjc} |
| Shifts | * Lists all defined time periods, including shifts, on-call rotations and holiday spans. * Displays name, start time, end time, and assignment group. {#schedule-management-capabilities-in-csm-configurable-workspace__ul_kkj_5v4_hjc} |
| Shift swap requests | * Lists pending and processed shift exchange requests between agents. * Displays the requesting agent, receiving agent, original shift, and requested shift. * Supervisors and managers can approve or reject requests. {#schedule-management-capabilities-in-csm-configurable-workspace__ul_p4s_vv4_hjc} |
| Time off requests | * Displays leave requests that affect scheduling coverage. Shows agent name, assignment group, time range, and request status. * Approved requests appear as events in the Team Calendar. {#schedule-management-capabilities-in-csm-configurable-workspace__ul_ujq_xv4_hjc} |
| Schedule adherence | Provides visualizations of agent adherence and conformance data to help identify coverage gaps and schedule deviations. |
[Table 1. Schedule management module fields]

{#schedule-management-capabilities-in-csm-configurable-workspace__table_smz_mv4_hjc}

## Team Calendar toolbar {#schedule-management-capabilities-in-csm-configurable-workspace__section_spq_1t2_mjc}

Use the toolbar on the right side of the Team Calendar screen to filter and navigate calendar data. You can filter by Assignment Group, Agent, or Event Type. Filters update the calendar view dynamically. Use the date navigation controls to switch between weeks and days. Select Reset to return the calendar to the default view.

## Roles and access {#schedule-management-capabilities-in-csm-configurable-workspace__section_tys_dw4_hjc}

Schedule Management schedule management uses a role hierarchy based on the platform-standard Agent Group Management model. Manager visibility and permissions are determined by agent-to-group relationships, not
WFO-specific configurations. This aligns scheduling access with the standard platform identity model and supports consistent access management across CSM, FSM, and Retail.  
The following roles are available:{#schedule-management-capabilities-in-csm-configurable-workspace__table_wff_nw4_hjc__entry__3}

| Role | Persona | Capabilities |
|-|-|-|
| sn_shift_planning.admin | Manager | Full access to scheduling configuration, event categories, and location schedules. |
| sn_shift_planning.manager | Agent | Approve or reject shift schedules and registrations, manage shifts and shift agents, manage agent availability and time attendance. |
| sn_shift_planning.agent | User | View own schedule and submit shift swap and time-off requests. |
| sn_shift_planning.user | User | Base read access only. |
[Table 2. Roles and responsibilities]

{#schedule-management-capabilities-in-csm-configurable-workspace__table_wff_nw4_hjc}  
Note:  
If you have the sn_csm_wfo_workspa.admin or sn_csm_wfo_workspa.manager role, you can automatically inherit the corresponding sn_shift_planning role.
* **[Schedule Management standalone activation](https://www.servicenow.com/docs/ROrzoq6Jv8xqugHnO~d_7w)**   
  Schedule Management as a standalone plugin supports to manage agent schedules, team calendars, shift swaps, time off, and adherence, with access from supported CSM workspaces without requiring the full WFO suite.

**Related concepts**   

* [Channel Management in Workforce Optimization for Customer Service](https://www.servicenow.com/docs/Y3VXT6a_xayrMrjJfQhIwQ "Channel management lets you monitor important metrics across different channels and queues, manage the work being done by your team members, and collaborate with them to solve complex issues for your end-customers.")
* [Using Channel Management in Workforce Optimization for Customer Service](https://www.servicenow.com/docs/2Jfk0acH5UmeEPQMWC1P7Q "Use Channel Management to keep a track of the real-time performance of work done by your team members through channels and queues views. You can also drill down into specific cases and chats and collaborate with your team members to achieve better results.")
* [Decouple Channel Management dependencies from WFO](https://www.servicenow.com/docs/Xt9VPYNNLsBUr4O~vCPj0A "Decouple Channel Management from core Workforce Optimization (WFO) modules to support modular deployment, enabling independent updates or scaling of Channel Management without impacting other workforce engagement.")