this video shows you how to create shifts schedules and events in Workforce optimization for customer service how do you manage ships schedules and events for multiple teams in different time zones the schedule application provides you with the features to do it all in one place let's follow along with Amy Jones the head of customer support for Acme as she creates a schedule a shift and an event we're logged into the manager workspace where we access the schedule which opens to the team calendar by default it gives Amy an overview of her entire team and shows which agents are scheduled for each shift now let's open the shifts Tab and create a new shift from 9am to 5 PM running Monday through Friday the agent time zone feature automatically adjusts the time you've set for agents to other time zones so if you have a distributed team you don't have to create separate ships for them our new shift appears on the calendar now let's add a 40-minute break for lunch starting anytime between 12 pm and 3pm when event breaks they're staggered between agents so not all agents will go on break at the same time this ensures minimal overlap here on the calendar view we see the shifts we just created we can change the view of our shifts from week to day now let's return to the team calendar view again and create a schedule for next month here we choose to assign a schedule to specific assignment groups either those we manage or groups that we specify now that we've added our new schedule we can create a shift for it in our example we want to create a shift for the sales support team so we add the individual agents for that team and save it a preview of the schedule appears in the calendar view when we add the shift we check to verify that agents are not double booked and then we publish it to our agents when the schedule is published it's now visible to agents in their calendar we can duplicate the schedule if we have similar shift patterns repeated across months we can also create meetings time off training or work events on the team calendar we also have an option to look at the calendar in different time zones by default it's set to the user time zone we can review the calendar by the day or by the week here we can also view Staffing requirements at 15 30 and 60 Minute intervals the total resources needed row that appears at the top displays forecasting needs which means it will tell us what coverage is required for our forecasted volume so in this case the coverage is one agent and King Roy is scheduled at this time but there is no demand for volume which means that this window of time is overstaffed we can look at this using different time intervals as well let's set up a meeting with agent King Roy because he's scheduled to work during this overstaff time slot we can use this slot to create a one-on-one meeting with him the new meeting appears and the time slot is no longer overstaffed we edit events directly from the schedule if needed this particular team calendar view displays all the schedules we can filter schedules too for example Annie manages multiple teams but if she wants a look at the calendar for just one of her teams she can apply a filter to display only the agents on that team likewise multiple filters can be applied for more refined results so wherever your teams are the schedule application provides the tools you need to manage them efficiently for more information see our product documentation or knowledge base or ask a question in the servicenow community thank you [Music]