---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu 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}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Understand how you can set up and publish agent schedules and how your agents can manage
their own schedule based on an example.  
Important:  
Starting with the Tokyo release, Legacy Workforce Optimization is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.

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 teams' schedule](https://servicenow-prod.fluidtopics.net/mW82g9BkevoUSw7BnZhGIw#track-manage-teams-schedule-configurable-wfo "Create, update, or monitor your teams' schedule 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 in this video.

<br />

Get an overview of how you can monitor shifts and schedule for your entire team from a single
location in this video.

<br />

Get an overview of how agents use the workspace to manage their schedule.

<br />

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/mW82g9BkevoUSw7BnZhGIw#scheduling-configurable-wfo-cs "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.").