The ServiceNow® Workforce Optimization for Customer Service application enables you to efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. Workforce Optimization for Customer Service was enhanced and updated in the Vancouver release.

Workforce Optimization for Customer Service highlights for the Vancouver release

  • Manage work of all your teams from a central location using the Work Scheduler.
  • Assign event types to shifts for categorizing work for agents.
  • Enable user criteria for event types to allow user access based on defined conditions.

See Exploring Workforce Optimization for Customer Service for more information.

Important: Workforce Optimization for Customer Service is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

New in the Vancouver release

Work scheduler
Manage work of all your teams from a central location. You can get visibility into your entire team 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.
Event types in shifts for effective scheduling
Use the Scheduler to create shifts for agents and assign specific event types to those shifts. An event type categorizes the type of work that is done by the agents in those shifts.
Including or excluding user criteria for event types
As an administrator, you can add or remove access to users for any event type, such as a meeting or training, so that your users can manage the event types that are only relevant to them.
Verifying user access for your groups or team members
As a manager, you can verify the access of your group or team members to create, read, write, or delete events.

Activation information

Install Workforce Optimization for Customer Service by requesting it from the ServiceNow Store. Visit the ServiceNow Store website 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.

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