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Users › Set up workforce › Configure › Field Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configure an agent's profile

Configure shifts, skills, schedules, and schedule attributes for agents in your organization.

Before you begin

Role required: admin

Ensure you have created a user and added the user to the appropriate user group applicable for agents.

About this task

Configuring an agent appropriately is essential for scheduling and assigning tasks to agents. An accurately configured profile ensures the right responsibilities to each agent based on their skills, permissions, and availability.

Field Service Management capabilities like Route Optimization, Territory Planning, Dynamic Scheduling, or Intelligent Task Recommendations consider an agent’s scheduling attributes (Resource Schedule Attributes table) from the agent's profile for the given day to optimize capacity and task assignment.

Note: An agent can access and use Field Service Management capabilities based on the roles and permissions configured for the agent.

Procedure

  1. Navigate to All > User Administration > Users.

  2. Select an agent name.

    The agent profile preview appears.

  3. In the Skills related list, either add new skills or edit existing skills for the agent.

ToDo this
Add new skills
  1. Select New.
  2. In the Name field, enter a skill name.
  3. In the Description field, enter the description for the skill.
  4. Select Submit.
Edit existing skills
  1. Select Edit.
  2. Add skills from the Available to the Selected column.
  3. Select Save.
The selected skill is added to the **Skills** list in the user profile.

  1. Add or update agent schedules.

    1. In the Agent Schedules related list, do one of the following:

      • To view an agent schedule, select a schedule record.
      • To add schedule for the agent, select New.

      • In the Agent Work Schedule form, fill in the fields as needed:

        FieldDescription
        From DateThe start date of the agent work schedule.
        To DateThe end date of the agent work schedule.
        UserName of the agent.
        Work ScheduleName of the work schedule.
        TypeThe type of schedule.

    2. Select Submit to create a new record, or Update to modify the record.

  2. Add or update schedule attributes.

    1. In the Resource Schedule Attributes related list, do one of the following:

      • To view, modify, or delete agent schedule attributes, select a record.
      • To add a new schedule attributes for the agent, select New. In the Resource Schedule Attributes form, fill in or modify the fields as needed.

      Note: You can switch the agent's user profile view to FSM Profile or add the Resource Schedule Attributes related list to the form if it doesn't appear by default.

FieldDescription
RankSets a ranking rule to prioritize the schedule attributes. The record with the highest rank overrides the other records for a date range. The default rank is 10.
DefaultIf selected, this schedule attribute will be set as the default.
AgentName of the agent.
Start locationThe location where the agent starts work.
FromThe schedule attribute start date.
End locationThe location where the agent ends work.
ToThe schedule attribute end date.
Travel outside of work hoursIndicates whether the agent can travel outside of work hours.
Post shift max work overtimeThe maximum overtime allowed for the agent beyond the scheduled shift.
Distance Unit

The unit of distance. The available units are:

  • Miles
  • Kilometers The default unit is Miles.
Pre shift max travel time

The maximum travel time allowed before the agent starts the scheduled shift.Note:

This duration is applicable for scheduling and assigning tasks with Schedule Optimization.

Maximum travel radiusThe maximum distance \(measured in the specified distance unit\) from the agent's starting location to consider when assigning work order tasks in the Dispatcher Workspace, work order form, or dynamic scheduling. A warning message appears if the assigned task is outside of the radius between the task location and the agent's location.
Post shift max travel time

The maximum travel time allowed after the agent ends the scheduled shift.Note:

This duration is applicable for scheduling and assigning tasks with Schedule Optimization.

Maximum part search radius

The maximum distance (measured in the specified Distance Unit) from the current location to search for stockrooms to request an inventory.

The default value is 50 miles.

Note: The stockroom map screen in the Now Mobile Agent application displays the distance in kilometers.

Maximum travel time between stops

The maximum duration the agent can travel between stops.

Note:

This duration is applicable for scheduling and assigning tasks with Schedule Optimization.

Work penalty per hourThe penalty applied for each hour worked by the agent during their scheduled work time. This penalty helps to optimizing schedules based on agent optimization weight through Schedule Optimization.
Travel penalty per hourThe penalty applied for each hour the agent travels during work assignments.
Overtime penalty per hourThe penalty applied for each overtime hour the agent works during work assignments.
2.  Select **Submit** to create a new record, or **Update** to modify the record.

Result

The agent's profile is configured with the appropriate details.