---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create work plan

# Create a work plan with Customer Service Management (CSM) {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Create a work plan so that you can plan and delegate field service agents to fulfill the planned maintenance operations for an install base item on the Customer Service Management (CSM) (CSM) application and CSM Configurable Workspace.

## Antes de Iniciar

Role required: sn_fsm_planned_wm.planned_work_admin

## Procedimento

1. Navigate to AllCustomer ServiceProductsInstall base item.
2. Open an install base item.
3. Open the Work Plans related list and select New.
4. On the form, fill in the fields.  
   {#create-work-plans__table_qvk_hg2_cyb__entry__2}

   | Field | Description |
   |-|-|
   | Name | Name of the work plan. |
   | Type | Type of trigger that determines when work should be performed: * Model based: Base the work plan on a specified model of a configuration item (CI). * General: Base the work plan on a table and filter. * Install base: Base the work plan on specified models of the install base items. {#create-work-plans__ul_i3k_xx2_25b} Nota: * Model-based plans apply only to hardware models, specifically ones that have at least one model category defined. * The install base plan type is available only if the Customer Service Install Base Management (com.snc.install_base) plugin is activated. {#create-work-plans__ul_lvm_hxx_gwb} |
   | Model | One or more product catalog items that you can select to identify the configuration items (CIs) or install base that requires maintenance. When you select a model, the associated table appears in the Table field. For example, if you select a specific PC model, the Table field displays Computer \[cmdb_ci_computer\]. This field appears if you selected either Model based or Install base type. For Install base type, the Table field automatically fills in an appropriate table that is based on the selected model. |
   [Tabela 1. Work plan form on the Customer Service application]

   {#create-work-plans__table_qvk_hg2_cyb}
5. Right-click the form and select Save.

## Resultado

A draft of the work plan is created. Next, you can create a planned work schedule to make the work plan active and ready for an agent. To configure a planned work schedule, see [Configure a work schedule](https://www.servicenow.com/docs/access?context=configure-work-plan&version=australia&pubname=australia-field-service-management&ft:locale=en-US).