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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Optimization for Teams

# Setting up Teams Workforce Optimization for Field Service {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Organize your teams into assignment groups and create reports for those groups so that you can gain visibility into the team's performance.

You can define a set of key Performance Indicators (KPIs) to analyze the performance of all groups within your team. Drill into the metrics for a group, an agent, or a work order task within the team all from a central
location.

As an administrator, you can configure KPIs as well as child KPIs. The child KPIs appear when you drill-down into top level KPIs. For example, Closed Work Order Tasks KPI has P1 Tasks, P2 Tasks as child KPIs.
**Related concepts**   

* [Teams in Workforce Optimization](https://www.servicenow.com/docs/a1vIM62t6BTSVniz56l11w#using-teams-wfo-fsm "Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another.")

## Create KPI groups to monitor team performance {#ariaid-title2}

Create key performance indicator (KPI) groups with the KPIs that matter most to your
teams. When you associate KPI groups with assignment groups, you can monitor your team's
performance.

### Before you begin

Role required: sn_team_perf.team_performance_admin

### Procedure

1. Create a KPI group.
   1. Navigate to AllWorkforce Optimization for Field ServiceTeam PerformanceKPI Groups.
   2. Click New.
   3. In the Name field, enter a name for the KPI group.
   4. In the Type menu, select Teams.
   5. Right-click the form header and click Save.  
      You can add up to five KPIs to a KPI group.
   {#create-kpi-groups-for-team-performance-wfo-fsm__substeps_lpg_4sd_bwb}
2. Add KPIs to a KPI group.
   1. In the KPIs related list, click New.
   2. In the KPI field, select the KPI to apply for this group.
   3. Click Submit.
   {#create-kpi-groups-for-team-performance-wfo-fsm__substeps_bhv_4td_bwb}
3. Add KPI assignment groups to the KPI group.  
   Note:  
   * You can associate a KPI assignment group only to one KPI type.
   * You can add additional managers to each assignment group.
   * You can associate a user with a KPI group as the primary assignment group for that user.
   {#create-kpi-groups-for-team-performance-wfo-fsm__ul_ebc_wtd_bwb}
   1. In the Assignment Groups tab, click Edit.
   2. Move the desired assignment groups from the Collection to the Assignment Groups list.
   3. Click Save.
   {#create-kpi-groups-for-team-performance-wfo-fsm__substeps_lhh_f5d_bwb}

## Add managers to a KPI assignment group {#ariaid-title3}

Assign one or more managers to each KPI assignment group so that they can gain
visibility into the group and monitor the team's performance.

### Before you begin

Role required: sn_wfo_admin or admin

### About this task

You can associate a user with a primary assignment group by selecting the group in
the user record. For more information, see Create a user.

### Procedure

1. Navigate to AllWorkforce Optimization for Field ServiceTeam PerformanceAdditional Manager.
2. Click New.
3. In the Assignment Group field, select an assignment group.
4. In the Manager field, select a manager you want to add for this assignment group.
5. Click Submit.

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