---
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


---

# Work scheduler in Workforce Optimization for Customer Service

# Work scheduler in 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

Manage the work of all your teams from a central location. You can get visibility into your entire teams' workload. From your team's calendar, you can assess the task complexity level and work capacity, and assign or reassign
work.

The following image provides a high-level overview of Work scheduler.  
As an administrator, you can:

* Create work configurations that managers can view in their work queue. For information on setting up work configurations, see [Set up a work configuration](https://servicenow-prod.fluidtopics.net/4SHTeYoGFdQnjrvsUeckOA "Create a work configuration for a work item. Add filters that display key information that the manager wants to analyze. This work configuration will determine how the work items display on the Work scheduler calendar in manager workspace.").
* Create work scheduler cards and configure them based on your needs. For more information, see [Create a Work scheduler card using the Next Experience UI Builder](https://servicenow-prod.fluidtopics.net/AKLmXQ0bVaXV95rwKqfIyw "Create a work scheduler card and add the components that you want to display based on your needs in the Work Scheduler application in manager workspace.").
* Associate the work scheduler cards with work configurations. For more information, see [Associate a work scheduler card to the work configuration](https://servicenow-prod.fluidtopics.net/JQrWWJZ2ihwvJLnGY91RZA "Associate the work scheduler card that you've created to the work configuration to display the card in the Work scheduler sidebar.").
{#work-scheduling-wfo-cs__ul_xxd_ghs_25b}  
As a manager, you can:

* Create custom preset filters to prioritize your work items based on what's important for you.  
  * You can define the filters based on task type. For example, you can set filters for incidents that are categorized as Priority 1 and Priority 2.
  * You can also define filters based on use cases. For example, if you want to prioritize catalog tasks from a VIP business unit over other units, you can define those conditions for the filter.
  {#work-scheduling-wfo-cs__ul_nyj_rgf_g5b}
* Configure your work queue to display the most relevant work items.
* Assign or reassign work items based on your teams' shifts, and skill recommendation.
* Assign work items based on your teams' shifts.
* Add criteria for matching rules and then rank team members and assign work items based on those rules.
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## Getting started with Work scheduler in Workforce Optimization for Customer Service {#work-scheduling-wfo-cs__section_f2s_jxx_yxb}

Easily find tasks you need to complete in the Scheduling module.{#work-scheduling-wfo-cs__table_irw_nw3_4xb__entry__3}

| Benefit | User | Finding tasks to complete in Work scheduler |
|-|-|-|
| Activate Work scheduler in Workforce Optimization for Customer Service. | admin | [Activate Work scheduler](https://servicenow-prod.fluidtopics.net/OnS1q19uxls5dEH_QWPbQg "Workforce Optimization for Customer Service solution is highly modular, offering a wide range of capabilities such as Channel Management, Scheduling, Coaching, and Teams applications in CSM Manager Workspace. The Workforce Optimization for CSM Configurable Workspace (sn_csm_wfo_workspa) plugin activates all other dependent plugins to enable users to the Channel Management, Scheduling, Coaching, and Teams applications in Workforce Optimization for Customer Service.") |
| Refer to the components such as system properties used in Work scheduler. | [Any Work scheduler role](https://servicenow-prod.fluidtopics.net/_PEuDPCz7DFLTw_qUtDC7w "Workforce Optimization for ITSM has properties to configure the Work scheduler default behavior.") | [Understand components used in Work scheduler in Workforce Optimization for CSM](https://servicenow-prod.fluidtopics.net/_PEuDPCz7DFLTw_qUtDC7w "Workforce Optimization for ITSM has properties to configure the Work scheduler default behavior.") |
| Set up Work scheduler for the Work scheduler managers so that assign work items based on their teams' skills, availability, and capacity. | [Work scheduler admin](https://servicenow-prod.fluidtopics.net/NeOL9XOi_D65ao3ij1cJKw "Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.") | [Set up Work scheduler in Workforce Optimization for CSM](https://servicenow-prod.fluidtopics.net/jaFqsmwbibXHi0A2MWYhNg "Customize an existing work scheduler card based on your need. You can also create a work configuration and work scheduler card from scratch and associate them so that managers can view the cards in their work queue.") |
| Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items. | [Work scheduler manager](https://servicenow-prod.fluidtopics.net/NeOL9XOi_D65ao3ij1cJKw "Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.") | [Use Work scheduler in Workforce Optimization for CSM](https://servicenow-prod.fluidtopics.net/L6Py3QWi9UCawFAjRMdQkQ "Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items.") |
[Tabela 1. Work scheduler]

{#work-scheduling-wfo-cs__table_irw_nw3_4xb}