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

Setting up your workforce

Setting up your workforce involves configuring users, locations, territories, and other foundational data.

Configuration overview

The steps for setting up your workforce are:

  1. Configure the Google Maps API keys

    Configure the Google Maps API keys to enable users to view maps within the Field Service Management (FSM) application.

  2. Configure locations and territories

    Define specific locations and territories that users or groups are responsible for, allowing efficient task assignment and resource allocation. Effective setup of locations and territories optimizes workforce operations and enhances productivity.

  3. (Optional) Configuring Field Service with Service Locations

    Install and set up Field Service with Service Locations to add and verify service locations on demand.

  4. Configuring users

    You can import users using guided setup or create users. You can also create user groups that contain all the roles required by each type of user, and then assign users to those groups.

  5. (Optional) Configuring Field Service Territory Planning

    Field Service Territory Planning identifies the best matched territory for a work order task based on conditions that you set. You can then assign tasks to the individual agent or group best positioned to execute a service call based on the associated territories.

  6. Configure agent calendars

    Create events that will display on the agent calendar. Users with the agent calendar administrator role can perform several calendar configuration tasks.

  7. (Optional) Configuring Field Service Crew Operations

    Create, modify, and enable crews and their requirements to complete work order tasks that require a crew of agents.

  8. (Optional) Configuring contractor capabilities

    Set up interactions with contractor companies, their managers, and agents with Contractor Management. Additionally, Contractor Marketplace allows you to push task to a marketplace when internal agents are unavailable.

  9. (Optional) Configuring Field Service Capacity and Reservations Management

    Configure Field Service Capacity and Reservations Management to manage the distribution and assignment of the work capacity for work order tasks.

  10. (Optional) Configuring Workforce Optimization for Field Service

    Enable Workforce Optimization for Field Service and configure settings to use the Scheduling, Teams, and Coaching applications.

  11. (Optional) Configuring denormalized tables in Field Service Management

    Denormalized databases are enabled by default, they collapse information stored in multiple tables into a single table. This collapsing of relevant data improves Field Service Management load time.