Setting up your workforce

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Setting up your workforce

    Setting up your workforce in the ServiceNow Field Service Management (FSM) application involves configuring foundational data such as users, locations, territories, and related components. This setup enables efficient task assignment, resource allocation, and enhances overall workforce productivity.

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    Key Features

    • Google Maps API Keys: Configure these keys to enable map viewing within FSM for improved visualization of locations and territories.
    • Locations and Territories: Define specific locations and territories to optimize task assignments and resource management.
    • User Configuration: Import or create users, organize them into user groups with appropriate roles, and assign them accordingly.
    • Agent Calendars: Create events for agents and manage calendar configurations via users with the agent calendar administrator role.
    • Field Service with Service Locations (Optional): Add and verify service locations dynamically to support service delivery.
    • Field Service Territory Planning (Optional): Set conditions to identify the best-matched territory for work orders and assign tasks to the most suitable agents or groups.
    • Field Service Crew Operations (Optional): Manage crews by creating, modifying, and enabling them for tasks requiring multiple agents.
    • Contractor Capabilities (Optional): Configure contractor interactions and utilize Contractor Marketplace to assign tasks when internal agents are unavailable.
    • Capacity and Reservations Management (Optional): Manage the distribution and assignment of work capacity for tasks.
    • Workforce Optimization (Optional): Enable and configure Scheduling, Teams, and Coaching applications to optimize workforce performance.
    • Denormalized Tables (Optional): Utilize denormalized databases, enabled by default, to improve FSM load times by consolidating data into fewer tables.

    Key Outcomes

    By following these setup steps, ServiceNow customers can expect streamlined workforce management, improved task assignment efficiency, better resource utilization, and enhanced operational productivity within the FSM application.

    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.