---
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


---

# Example - Scheduling using Workforce Optimization for Customer Service

# Example - Scheduling using Workforce Optimization for Customer Service {#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

Understand how you can set up and publish agent schedules and how your agents can manage
their own schedule based on an example.

A manager for a large Customer Service operation is responsible for 12 teams. Each team has
from 8 through 15 agents. At any given point, the manager needs visibility into the teams'
schedule. The manager must also be able to create shifts, and approve or reject shift-swap or
time-off requests from the team.

The manager can manage the teams' schedule using Scheduling. Team
members can also manage their own schedules effectively by requesting shift-swaps or time
off.  
The manager can review schedules by performing the following steps from one central location:

1. Create shift plan.
2. Create a schedule plan.
3. Assign agents to work shifts.
4. Publish the schedule.
5. Approve teams' requests.
{#example-scheduling-configurable-wfo-cs__ol_i54_nvh_wkb}

Agents make requests to change the schedule or take time off. For more information, refer to [Track and manage your team schedule](https://servicenow-prod.fluidtopics.net/4pvKFEGMWM0p4RXKzPTYBA "Create, update, or monitor the schedule for your team from one location. You can approve or reject requests for swapping shifts or time off for agents within your assignment group.").

Get an overview of how to you can create shift plans and assign agents to the shifts using the schedule plan. For more information, refer to [Create Shift Plans](https://www.youtube.com/watch?v=lwnnKvaJiAY&t=139s) on YouTube.

Get an overview of how you can monitor shifts and schedule for your entire team from a single location. For more information, refer to [Monitor Team Schedule](https://www.youtube.com/watch?v=yc1sKHcMlTY) on YouTube.

Get an overview of how agents use the workspace to manage their schedule. For more information, refer to [Agent Schedule](https://www.youtube.com/watch?v=H17cbdqTkpM) on YouTube.

For detailed information on creating and managing schedules using Workforce Optimization for Customer Service, refer to [Scheduling in Workforce Optimization for Customer
Service](https://servicenow-prod.fluidtopics.net/ilCQ0P95vAGbQxcG51AKbQ "By using Scheduling, you can manage your workforce resources efficiently by planning and managing schedules, staffing, and shifts across your teams all from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.").