---
sourceDocument: Yokohama Field Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/field-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Optimization features used with Schedule Optimization

# Optimization features used with Schedule Optimization {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
Objectives and constraints are optimization features that determine how tasks are assigned to agents in Schedule Optimization.

## Objectives {#hard-soft-constraints__section_o1j_q3h_fyb}

Objectives prioritize agent task assignments, and each objective is weighted. Schedule Optimization prioritizes higher-numbered weights. For default settings, apply a weight of 1, and for more important factors, such as maximizing high-priority task assignments, apply a weight of 2.{#hard-soft-constraints__table_p1j_q3h_fyb__entry__2}

| Objective | Description |
|-|-|
| Maximize balance in number of hours agents work | Reward for even distribution of work hours (i.e., tasks, travel) between agents. |
| Maximize balance in number of tasks agents work | Reward for even distribution of tasks between agents. |
| Maximize consecutive collocated task assignments | Reward for each pair of collocated tasks that are assigned consecutively to the same agent. |
| Maximize higher priority task assignments | Reward for every high-priority task that is assigned. The reward is higher for tasks with higher priorities. |
| Maximize higher value task assignments | Reward for the value of tasks that are assigned. |
| Maximize preferred agent assignments | Reward for each task that is assigned to a preferred agent. |
| Maximize SLA compliance buffers | Reward for each hour that a task finishes earlier than its window end. The reward is smaller for tasks with longer SLA windows. |
| Maximize task assignments | Reward for every task that is assigned. |
| Maximize tasks in earlier shifts | Reward for each task that is assigned to an earlier shift. The reward is higher for shifts that start earlier in the optimization horizon. |
| Maximize work hours | Reward for every hour of work that is assigned |
| Minimize higher priority task start times | Penalty for each hour that a task starts later than its earliest window start. The penalty is higher for tasks with higher priorities. |
| Minimize number of shifts with tasks | Penalty for every shift that is assigned one or more tasks. |
| Minimize over-skilled agent assignments | Penalty for skill level deviation between agents with a higher skill level than their assigned tasks. |
| Minimize overtime | Penalty for every hour of overtime. |
| Minimize SLA violation (fixed) | Penalty for each task that finishes later than its SLA due date. |
| Minimize SLA violation (hourly) | Penalty for each hour that a task finishes later than in its SLA due date. |
| Minimize task start times | Penalty for each hour that a task starts later than its earliest window start. |
| Minimize task time penalties (fixed) | Penalty for each task that finishes later than its penalty time. |
| Minimize task time penalties (hourly) | Penalty for each hour that a task finishes later than its penalty time. |
| Minimize travel time | Penalty for every hour of travel. |
| Minimize under-skilled agent assignments | Penalty for skill level deviation between agents with a lower skill level than their assigned tasks. |
[Table 1. Schedule optimization objectives]

{#hard-soft-constraints__table_p1j_q3h_fyb} {#hard-soft-constraints__table_yvh_ffd_kbc__entry__2}

| Objective | Description |
|-|-|
| Maximize existing assignments | Reward for every agent/task assignment that remains in the schedule. |
| Minimize delayed tasks (fixed) | Penalty for every task that starts after it was originally scheduled. |
| Minimize delayed tasks (hourly) | Penalty for every hour that tasks start later than originally scheduled. |
| Minimize unassigned tasks | Penalty for every task that is removed from the schedule. |
[Table 2. Intraday optimization objectives]

{#hard-soft-constraints__table_yvh_ffd_kbc}

## Constraints {#hard-soft-constraints__section_rhz_rwr_bwb}

Constraints are required and tasks won't be assigned unless the assignment group meets the constraint. Policies created in Schedule Optimization can be assigned to the following constraints. {#hard-soft-constraints__table_mbs_bjl_3rb__entry__2}

| Constraint | Description |
|-|-|
| Block excluded agents from assignment | Tasks with excluded agents can't be assigned to those agents. |
| Enable access hours | Task time windows are restricted based on their access hours. Note: The Field Service (com.snc.fsm_access_hours) Access Hours plugin must be installed to use this feature. |
| Enable agent travel radius | Agents can only be assigned tasks that are within the travel radius of their home location. |
| Enable assignments only with preferred/secondary agents | Tasks with preferred/secondary agents can only be assigned to those agents. |
| Enable excluded agent restrictions | Tasks with excluded agents can't be assigned to those agents. |
| Enable capacity | Agents must work within the limits of the capacity reservation rules. Note: The Field Service (com.snc.fsm_capacity_management) Capacity Management plugin must be installed to use this feature. |
| Enable flexible breaks | Agents can be assigned flexible breaks. Note: The Shift Scheduling for Field Service (com.snc.sn_fsm_shift_schdl) plugin must be installed and Workforce Optimization for Field Service must be activated to use the flexible breaks feature. For more information, see [Activate Workforce Optimization for Field Service](https://servicenow-prod.fluidtopics.net/DqSEW_jRfZmk4TvylLWPnA "You can activate the Workforce Optimization for Field Service plugin (com.snc.app_fsm_wfo) for Field Service Management if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed."). |
| Enable mandatory parts | Tasks can only be assigned agents who have a sufficient inventory of parts. |
| Enable mandatory skills | Tasks can only be assigned to agents with necessary skills. |
| Enable overtime | Agents can work overtime. |
| Enable travel outside work hours | Agents can travel outside work hours. |
| Enable task dependencies | Tasks can only be assigned when their dependencies are met. |
| Enable travel time limits between locations | Agents must travel between locations within their travel time limit. |
[Table 3. Schedule Optimization constraints]

{#hard-soft-constraints__table_mbs_bjl_3rb}